Incident Management (25%) Flashcards
What incident form view is displayed to end users?
Self-Service
What 2 incident form views do agents use?
Default View
Workspace View
What are 5 ways to create incidents?
- Incident Applications or Workspaces
- Support Chat
- Portals
- Inbound Email
- Integrations
How is an incident assignment group populated when the ‘Assignment Group’ and ‘Assigned to” fields are empty?
Based on the support group of the CI/Service offerings
Populate the Assignment Group field automatically based on:
support group available for the CI
If the CI doesn’t have a support group, what is the field populated with?
support group available for service offerings
What Incident State is used when investigation is paused, waiting info from customer or vendor for info?
On Hold
What are the 6 Incident Management States?
New
In Progress
Cancelled
Resolved
On Hold
Closed
Field on Incident Form to measure extent of issue and potential damage?
Impact
How long a resolution can be delayed until incident, problem or change has a significant business impact is ______
Urgency
How is the priority calculated?
By impact and urgency
Incident Identification is the gateway to the ______ stage of the Incident Management Lifecycle
Creation and Classification
3 Stages in an Incident Lifecycle
- Creation and Classification
- Investigation and Diagnosis
- Resolution and Closure
Fields that are only visible to internal users and not available for external users or customers in Incident record.
Work Notes
Work notes are stored in the ________
activity stream
To restrict incident reporting to a specific role so only that role can view contents, what access control operation should we use?
report_view
2 kinds of report_view ACLs
report_view table ACLs
report_view field ACLs
3 personas in Major Incident Management
- major_incident_manager
- incident_manager
- communication_manager
3 responsibilities of the Incident Management team
- Quick Resolution
- Rapid Diagnosis
- Swift escalation to SMEs
2 fields synced on incident form while creating or updating an incident record
Incident State
State
Raised when a significant disruption to business and demands a response beyond routine incident management process
Major Incident
3 ways to create a major incident candidate?
- 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
3 things a Major Incident Manager can do:
- Promote candidate to major incident
- Create new major incident
- Promote incident to major without going through proposal process
Which parent and child incidents are synchronized with what field?
State - child’s state automatically changes to match parent
When Parent incidents are resolved, what happens with Child Incidents?
- All child incidents resolved
- Resolution code and Resolution notes copied from parent to child
4 Incident On-hold Reasons
- Awaiting Vendor
- Awaiting Problem
- Awaiting Caller
- Awaiting Change
State when an incident is raised in error or a duplicate
Cancelled
Table that needs updated to view callers with VIP status on incidents list and form
sys_user by clicking the VIP checkbox
3 ways to create a Major Incident
- Trigger Rules
- Propose/promote from existing incident
- Create Major Incident Candidate module
Role that can create major incidents directly?
major_incident_manager
Fixing immediate issues is in the ____ stage in the Incident Management Lifecycle
Resolution and Closure
Ways to search for existing solutions in Incident Management
- Search for similar incidents
- Look for similar known errors
- Browse recent changes
4 Incident Database views for Service Management plugin
- incident_metric
- incident_time_worked
- incident_sla
- change_request_metric
2 incident related lists that can be configured in Incident Properties to automatically copy attributes to child
- Business Applications (task_cmdb_ci_business_app)
- Service Offerings (task_service_offering)
What 2 states can you NOT create an incident in?
- Cancelled
- Closed
What field becomes mandatory when Incident On hold reason is set to Awaiting Caller?
Additional Comments
What incident field is used to predict the CI and Service field value via Predictive Intelligence?
Short Description
3 ways Priority can help agents with resolving Incidents
- Time available with SLA
- How quickly service desk must address the issue
- Sequence the incident requires resolution
How do you specify the set amount of time agreed upon to respond to or resolve an incident?
SLAs
Priority 1 resolution is ____
8 hours
Where is the Activity Stream located on the Incident Form?
Notes Tab
Role required to manage incident properties
incident_manager
3 things you can determine with On-Call Scheduling application
- 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
Analyzing the issue is in the ____ stage of Incident Management Lifecycle
Investigation and Diagnosis
How does SN process an inbound email with a watermark of an existing incident?
updates existing incident according to the action’s script
You created a problem from an incident not resolved. Which fields are automatically updated on the incident form?
On hold reason
State
4 available tabs in the Major Incident Workbench
- Summary
- Communicate
- Collaborate
- Post Incident Report
2 ways to see the user is a VIP in the incident
- name in red in caller field
- ‘VIP’ displayed next to caller field
4 pre-defined trigger rules with Major Incident Management plugin
- Critical Business Services Impacted
- Number of Child Incidents
- P1 Incident
- High severity incident
State change in a parent incident that is updated in the state of ALL child incidents
Resolved
3 pre-configured things for Agent Assist in Agent Workspace to search for solutions
- kb_knowledge
- problem
- change_request
Benefit of incident categorization by CI
Reduces complexity of assignment rules by leveraging support group field on CI
Notifications are automatically sent when?
50% - Assigned To and CI
75% - Assigned To and Assignee’s Manager
100% - Assigned To and Assignee’s Manager
Dictionary attribute used to list all columns you want visible on Caller’s drop-down list in the Incident Record
ref_ac_columns
2 ways Assign to Me UI Action on an Incident or Problem record work
- Overrides the Task-Level Action
- Only assigns the Incident to someone who is in the assignment group
Where an article content is copied to on the Incident Form when attached from the Related Search section
Additional Comments
Where do you store the categories and subcategory choices for the incident table?
sys_choice table
Categorization driven by a CI is appropriate for which customers?
Only those with robust and mature CMDBs
Which field from a CI will automatically populate in the Assignment Group of an Incident Record?
Support Group
2 Incident Management Roles activated when installing ITSM Roles plugin.
- sn_incident_read
- sn_incident_write
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?
Add dictionary override to specify the incident group reference qualifier
Which agent workspace features provides automatic search results with possible solutions for records they open?
Agent Assist
What happens if inbound email received with no watermark or reference number?
New incident created from the message
Interface designed for Tier 1 agents who solve internal or external customer issues.
ITSM Workspace (Agent Workspace)
With Agent Assist in the Agent Workspace, what are some possible solutions that can be automatically searched/displayed?
- Problems
- Incidents
- Cases
- Knowledge
- Changes
Module that is a useful starting point for a manager to view current operational information for incidents?
Incident > Overview
Customer wants incidents to close automatically 7 days after incident is resolved. What 2 things would you do?
- 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)
How do you define the content that is tracked and displayed in all Incident Record Activity Streams?
Activity Stream Filter
What would you use to create Incident Records based on email sent by users or systems?
Inbound Flow Action
2 tools are available to the assignee to help resolve an Incident?
- Known Errors
- Resolutions from similar incidents
What are the Major Incident States (4)?
- Proposed
- Accepted
- Rejected
- Cancelled
What table stores incident categories and subcategories?
Choice (sys_choice)
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?
Assignment Group is populated with Agent’s user group
Where are the timeframe conditions for sending an SLA breach warning notification defined?
Default SLA Flow
Where do you enable the Search as feature for an incident?
Related Search Results table configuration
What are UI layouts called in the Now Platform?
Views
How can you designate VIP callers on an incident form?
VIP Flag Field Style
When using the Email Client, what is the difference between an EMail Template and Quick Message?
Email Template is defined and automatically applied when email form launches. Quick messages are defined and then can be manually applied by the user.
Incidents are stored in what table?
incident
What incident table is extended from Task table?
incident_task