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