Incident Management Flashcards
What is the best way of checking the Incident state in a Server script?
a) Using constants i.e IncidentState.IN_PROGRESS
b) Using g_form.getValue
c) Using getDisplayValue
d) Using the value of the State field, e.g. hardcoding “2”
a) Using constants i.e IncidentState.IN_PROGRESS
Which field on the Incident table calculates the duration from when an Incident is created until it’s resolved using 24h clock:
a) Duration [calendar_duration]
b) Business Duration [business_duration]
c) Business Resolved time [business_resolved_time]
d) Resolve time [calendar_stc]
a) Duration [calendar_duration]
Other than admin, which role can delete Incidents?
itil_admin
What functionality in SN can you use to look at the trends of high priority Incidents and compare with other companies in your industry?
a) Reporting
b) PA
c) Benchmarks
c) Benchmarks
When a parent incident is resolved, what’s updated on the child incident? (5)
State = Resolved
Resolution code
Resolution notes
Work notes
Comments
Which table is Incident Task extended from?
Task
When can someone without a role close an Incident?
a) When they are the caller and it’s currently Resolved
b) When they are the caller, or they are on the watch list and it’s Resolved
c) When its closed already
a) When they are the caller and it’s currently Resolved
Which Incident States are considered “Active”?
a) New\In Progress\Closed
b) New\In Progress\On Hold\Closed
c) New\In Progress\On Hold\Resolved
d) New\In Progress\Resolved
c) New\In Progress\On Hold\Resolved
What is the ITIL definition of Incident (Management):
An unplanned interruption or a reduction in the Quality of an IT Service
Failure of a Configuration Item that has not yet impacted a Service is also an Incident
What are shown in the related search results when filling in the short description on an incident?
Related knowledge articles (attach) or Service Catalog items can appear (order)
What are the conditions for an incident to auto-close
Set in “autoclose time”:
A resolved incident will autoclose in 7 days (ootb)
Which fields are used to calculate Priority?
Impact and Urgency
When adding knowledge to an incident, what is the best way of knowing that the knowledge is appropriate to the caller?
a) Do a “Search as*” search
b) Enable the system property to limit knowledge results to the caller
c) Do a global search
a) Do a Search as* search
What are the stages in the Incident lifecycle? (3)
Creation and Classification
- create or locate
- details
- assign
Investigation and Diagnosis
- assign/take ownership
- investigate/diagnose
- update activity
- escalate
- monitor progress of the incident resolution
Resolution and Closure
- restore service
- update activity
- communicate resolution
- closure
How can you assign incidents to group?
assignment group methods 5
Manual selection Assignment rules Data lookup rules Script Automatic population via Business Rule
How can you assign incidents to individuals? (assigned to methods, 3)
Manual selection
Assign to me
On-call scheduling
What are the options for On Hold reasons?
Awaiting Caller
Awaiting Change
Awaiting Problem
Awaiting Vendor
What are the states on an incident? (6)
New In Progress On Hold Resolved Closed Cancelled
What are the states on a incident task? (6)
Pending Open Work in Progress Closed Complete Closed Incomplete Closed Cancelled
When can you change/update script includes?
Only when it doesn’t contain SNC in the name - these are read only
In what state does the incident need to be to be posted as a knowledge article, and where can you find the post option?
State = Resolved
By clicking “Create Knowledge” in related links or by right-clicking in the form header
(it requires KCS Integration for Incident Management plugin to be activated)
What role can create and maintain surveys?
survey_admin
Which plugin activates sn_incident_read and sn_incident_write
ITSM Roles plugin (com.snc.itsm.roles)
What is the Activity Log Configuration?
A tool used to modify the content tracked in all incident activity streams
-> click on Filter Icon next to the activity field on incident form
How do you add/modify the additional fields on the drop-down list?
(used on caller field in course)
Open “Configure Dictionary” on form attribute
Add ref_ac_column attribute from the dictionary entry and listing the columns to be visible
Field Decorations are controlled by:
The ‘ref_contributions’ attribute
found in “Configure Dictionary” on form attribute
To update priority values based on Impact and Urgency we use…
The Priority Data Lookups table
System Policy > Rules > Priority Lookup Rules
What is a major incident?
Incident that results in
- significant disruption to the business
- demands a response beyond the routine incident management process, such as shorter timescales and accelerated urgency
What plugin needs to be activated for Major Incident Management functionality?
A system admin must activate the Incident Management - Major Incident Management plugin
Major Incident Management installs which additional roles: (3)
major_incident_manager
commuications_manager
incident_manager (additional responsibilities)
Major Incident Management plugin also activates which related plugins: (3)
Incident Communications Management (com.snc.iam)
Incident Updates (com.snc.incident.updates)
Task-outage Relationship (com.snc.task_outage)
What are the four pre-defined Major Incident Management trigger rules?
Critical Business Services Impacted
Number of Child Incidents
P1 Incident
High severity incident
stored on major_incident_trigger_rule
What does Incident Deflection provide?
Knowledge articles, catalog items, open and resolved incidents/problems that will help users resolve issues before raising an incident
NOTE: End users only see knowledge articles and catalog items
What are Inbound Email Actions?
Similar to business rules, it uses conditions and scripts that take action on a target table:
The inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions:-
- Record action - setting a value of a field in the target table
- Email reply - send an email back to the source that triggered the action
What can Inbound email actions do?
Create/Update incidents
Update changes
Update problems
Update a request item
Approve/reject approvals
Taking incident as an example, where would we impose limits/prerequisites to moving from one state to another?
Incorporate all new logic in the ‘IncidentState’ script include
To define a system response to an inbound email we can use one of two methods…
Create an inbound email flow in Flow Designer
Script an inbound email action
What are the Inbound Email Priorities?
Inbound email FLOWS take priority over inbound email ACTIONS
Flows with inbound email triggers are first processed by email triggers, then by inbound email actions.
To Close Incident Tasks when an incident is closed or cancelled we must enable the property:
com.snc.incident.incident_task.closure
What does the Incident Overview page provide?
An overview of the current state of the incident management process
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
Choice [sys_choice]
If you hover over the reference icon for a Caller, and a sys_popup view hasn’t been configured, which view is used?
Default
What are the avenues for incident creation?
- Employee self service portal
- Service portal
- Incident application
- Support chat
- Inbound email
- Integrations
When the state field is set to On Hold, a UI Policy does what?
Makes the On Hold Reason field visible
How do you configure the ‘Search As’ contextual search for incident?
Contextual Search > Table Configuration
Search As - Enable Search As
Which field on the Incident table calculates the duration from when an Incident is created until it’s resolved during SLA schedule:
a) Duration [calendar_duration]
b) Business Duration [business_duration]
c) Business Resolved time [business_resolved_time]
d) Resolve time [calendar_stc]
b) Business Duration [business_duration]
