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CIS ITSM Prep > Incident Management (25%) > Flashcards

Incident Management (25%) Flashcards

1
Q

What incident form view is displayed to end users?

A

Self-Service

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2
Q

What 2 incident form views do agents use?

A

Default View
Workspace View

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3
Q

What are 5 ways to create incidents?

A
  • Incident Applications or Workspaces
  • Support Chat
  • Portals
  • Inbound Email
  • Integrations
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4
Q

How is an incident assignment group populated when the ‘Assignment Group’ and ‘Assigned to” fields are empty?

A

Based on the support group of the CI/Service offerings

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5
Q

Populate the Assignment Group field automatically based on:

A

support group available for the CI

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6
Q

If the CI doesn’t have a support group, what is the field populated with?

A

support group available for service offerings

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7
Q

What Incident State is used when investigation is paused, waiting info from customer or vendor for info?

A

On Hold

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8
Q

What are the 6 Incident Management States?

A

New
In Progress
Cancelled
Resolved
On Hold
Closed

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9
Q

Field on Incident Form to measure extent of issue and potential damage?

A

Impact

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10
Q

How long a resolution can be delayed until incident, problem or change has a significant business impact is ______

A

Urgency

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11
Q

How is the priority calculated?

A

By impact and urgency

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12
Q

Incident Identification is the gateway to the ______ stage of the Incident Management Lifecycle

A

Creation and Classification

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13
Q

3 Stages in an Incident Lifecycle

A
  • Creation and Classification
  • Investigation and Diagnosis
  • Resolution and Closure
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14
Q

Fields that are only visible to internal users and not available for external users or customers in Incident record.

A

Work Notes

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15
Q

Work notes are stored in the ________

A

activity stream

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16
Q

To restrict incident reporting to a specific role so only that role can view contents, what access control operation should we use?

A

report_view

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17
Q

2 kinds of report_view ACLs

A

report_view table ACLs
report_view field ACLs

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18
Q

3 personas in Major Incident Management

A
  • major_incident_manager
  • incident_manager
  • communication_manager
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19
Q

3 responsibilities of the Incident Management team

A
  • Quick Resolution
  • Rapid Diagnosis
  • Swift escalation to SMEs
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20
Q

2 fields synced on incident form while creating or updating an incident record

A

Incident State
State

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21
Q

Raised when a significant disruption to business and demands a response beyond routine incident management process

A

Major Incident

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22
Q

3 ways to create a major incident candidate?

A
  • Click ‘Propose Major Incident” from context menu
  • Click ‘Create a Major Incident Candidate’ from left nav pane
  • Mark an incident as a major incident candidate based on major incident trigger rules
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23
Q

3 things a Major Incident Manager can do:

A
  • Promote candidate to major incident
  • Create new major incident
  • Promote incident to major without going through proposal process
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24
Q

Which parent and child incidents are synchronized with what field?

A

State - child’s state automatically changes to match parent

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25
Q

When Parent incidents are resolved, what happens with Child Incidents?

A
  • All child incidents resolved
  • Resolution code and Resolution notes copied from parent to child
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26
Q

4 Incident On-hold Reasons

A
  • Awaiting Vendor
  • Awaiting Problem
  • Awaiting Caller
  • Awaiting Change
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27
Q

State when an incident is raised in error or a duplicate

A

Cancelled

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28
Q

Table that needs updated to view callers with VIP status on incidents list and form

A

sys_user by clicking the VIP checkbox

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29
Q

3 ways to create a Major Incident

A
  • Trigger Rules
  • Propose/promote from existing incident
  • Create Major Incident Candidate module
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30
Q

Role that can create major incidents directly?

A

major_incident_manager

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31
Q

Fixing immediate issues is in the ____ stage in the Incident Management Lifecycle

A

Resolution and Closure

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32
Q

Ways to search for existing solutions in Incident Management

A
  • Search for similar incidents
  • Look for similar known errors
  • Browse recent changes
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33
Q

4 Incident Database views for Service Management plugin

A
  • incident_metric
  • incident_time_worked
  • incident_sla
  • change_request_metric
34
Q

2 incident related lists that can be configured in Incident Properties to automatically copy attributes to child

A
  • Business Applications (task_cmdb_ci_business_app)
  • Service Offerings (task_service_offering)
35
Q

What 2 states can you NOT create an incident in?

A
  • Cancelled
  • Closed
36
Q

What field becomes mandatory when Incident On hold reason is set to Awaiting Caller?

A

Additional Comments

37
Q

What incident field is used to predict the CI and Service field value via Predictive Intelligence?

A

Short Description

38
Q

3 ways Priority can help agents with resolving Incidents

A
  • Time available with SLA
  • How quickly service desk must address the issue
  • Sequence the incident requires resolution
39
Q

How do you specify the set amount of time agreed upon to respond to or resolve an incident?

A

SLAs

40
Q

Priority 1 resolution is ____

A

8 hours

41
Q

Where is the Activity Stream located on the Incident Form?

A

Notes Tab

42
Q

Role required to manage incident properties

A

incident_manager

43
Q

3 things you can determine with On-Call Scheduling application

A
  • roster and escalation details for each group
  • which member of user group is available to complete task
  • who is current primary contact to complete task
44
Q

Analyzing the issue is in the ____ stage of Incident Management Lifecycle

A

Investigation and Diagnosis

45
Q

How does SN process an inbound email with a watermark of an existing incident?

A

updates existing incident according to the action’s script

46
Q

You created a problem from an incident not resolved. Which fields are automatically updated on the incident form?

A

On hold reason
State

47
Q

4 available tabs in the Major Incident Workbench

A
  • Summary
  • Communicate
  • Collaborate
  • Post Incident Report
48
Q

2 ways to see the user is a VIP in the incident

A
  • name in red in caller field
  • ‘VIP’ displayed next to caller field
49
Q

4 pre-defined trigger rules with Major Incident Management plugin

A
  • Critical Business Services Impacted
  • Number of Child Incidents
  • P1 Incident
  • High severity incident
50
Q

State change in a parent incident that is updated in the state of ALL child incidents

A

Resolved

51
Q

3 pre-configured things for Agent Assist in Agent Workspace to search for solutions

A
  • kb_knowledge
  • problem
  • change_request
52
Q

Benefit of incident categorization by CI

A

Reduces complexity of assignment rules by leveraging support group field on CI

53
Q

Notifications are automatically sent when?

A

50% - Assigned To and CI
75% - Assigned To and Assignee’s Manager
100% - Assigned To and Assignee’s Manager

54
Q

Dictionary attribute used to list all columns you want visible on Caller’s drop-down list in the Incident Record

A

ref_ac_columns

55
Q

2 ways Assign to Me UI Action on an Incident or Problem record work

A
  • Overrides the Task-Level Action
  • Only assigns the Incident to someone who is in the assignment group
56
Q

Where an article content is copied to on the Incident Form when attached from the Related Search section

A

Additional Comments

57
Q

Where do you store the categories and subcategory choices for the incident table?

A

sys_choice table

58
Q

Categorization driven by a CI is appropriate for which customers?

A

Only those with robust and mature CMDBs

59
Q

Which field from a CI will automatically populate in the Assignment Group of an Incident Record?

A

Support Group

60
Q

2 Incident Management Roles activated when installing ITSM Roles plugin.

A
  • sn_incident_read
  • sn_incident_write
61
Q

Service Desk users accidentally are assigning incidents to Network CAB instead of Network Support. Network support group record has Incident and Change and Network CAB has Change. What could you do on the Incident form for the Assignment Group to resolve this?

A

Add dictionary override to specify the incident group reference qualifier

62
Q

Which agent workspace features provides automatic search results with possible solutions for records they open?

A

Agent Assist

63
Q

What happens if inbound email received with no watermark or reference number?

A

New incident created from the message

64
Q

Interface designed for Tier 1 agents who solve internal or external customer issues.

A

ITSM Workspace (Agent Workspace)

65
Q

With Agent Assist in the Agent Workspace, what are some possible solutions that can be automatically searched/displayed?

A
  • Problems
  • Incidents
  • Cases
  • Knowledge
  • Changes
66
Q

Module that is a useful starting point for a manager to view current operational information for incidents?

A

Incident > Overview

67
Q

Customer wants incidents to close automatically 7 days after incident is resolved. What 2 things would you do?

A
  • Modify Incident Lifecycle flow to Trigger from Resolved Date instead of Updated Date
  • Set Enable auto-closure of incidents based on Resolution Date to Yes (Incident Properties)
68
Q

How do you define the content that is tracked and displayed in all Incident Record Activity Streams?

A

Activity Stream Filter

69
Q

What would you use to create Incident Records based on email sent by users or systems?

A

Inbound Flow Action

70
Q

2 tools are available to the assignee to help resolve an Incident?

A
  • Known Errors
  • Resolutions from similar incidents
71
Q

What are the Major Incident States (4)?

A
  • Proposed
  • Accepted
  • Rejected
  • Cancelled
72
Q

What table stores incident categories and subcategories?

A

Choice (sys_choice)

73
Q

If Assignment Group is empty on an Incident Record, what happens when an agent who is a member of a single user group clicks ‘assign to me’ UI action?

A

Assignment Group is populated with Agent’s user group

74
Q

Where are the timeframe conditions for sending an SLA breach warning notification defined?

A

Default SLA Flow

75
Q

Where do you enable the Search as feature for an incident?

A

Related Search Results table configuration

76
Q

What are UI layouts called in the Now Platform?

A

Views

77
Q

How can you designate VIP callers on an incident form?

A

VIP Flag Field Style

78
Q

When using the Email Client, what is the difference between an EMail Template and Quick Message?

A

Email Template is defined and automatically applied when email form launches. Quick messages are defined and then can be manually applied by the user.

79
Q

Incidents are stored in what table?

A

incident

80
Q

What incident table is extended from Task table?

A

incident_task

CIS ITSM Prep (7 decks)

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