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ServiceNow CIS - IT Service Management Exam Questions and Answers
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ServiceNow CIS - IT Service Management Exam Questions and Answers
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ServiceNow CIS - IT ServiceManagement
ITSM - Answer-CMDB, Benchmarks, Now Mobile, Reports/Dashboards, Knowledge Management,
Mobile Agent, Service Level Management, Surveys/Assessments
CMDB (Configuration Management Database) - Answer-Centrally-managed and controlled system of
record for IT service infrastructure components and their relationships
- Used for critical analysis and decision-making support tool
CMDB aids ITSM process by: - Answer-- Associate CIs to incident, problem or change records
Support and approval groups
- Business criticality of affected CIs to aid in prioritization and escalation
- Potential upstream/downstream impacts
- CI relationship data to use for release planning and knowledge documentation
CMDB related to ITSM processes - Answer-- *Incident Management* = infrastructure component
broken
,- *Change Management* = need to change something in Data Center
- *Problem Management* = identified a defect in our infrastructure
- *Request Management* = requests
CIs [cmdb_ci] - Answer-Where technical CIs extend from
- CMDB classes inherit from parent classes and define new attributes at their own level
CI Relationships [cmdb_rel_ci] - Answer-Stores CI relationship data
- Define these for CI import so the Transform map populates relationship data
CMDB - itil_admin role - Answer-Must have personalize_directory role to create a new CI class
CMDB - Principle Class - Answer-Filter automatically applied to CI on change, incident, and problem
records
- Only CIs within a principal class can be selected on the CI field
- Customized with *com.snc.task.principal_class_filter* property
CI Class Manager - Answer-Used to explore the hierarchy and table definitions at each level
- CMDB class inherit attributes from parent classes, but may define new attributes at their own level
Transform Map - Answer-Used to map CI relationship data to parent (e.g. Service), Child (e.g. Server),
and Type (scripted source: answer="Depends on::Used by")
Incident Management lifecycle - Answer-1. *Creation and Classification* = new incident has details
documented and assigned to appropriate group/user
2. *Investigation and Diagnosis* = analyze/diagnose issue and update incident with findings
, 3. *Resolution and Closure* = restore normal services to end user with solution or workaround, update
record with details and communication, and create related records if necessary (problem, change, or
request)
- Incident automatically closes after a set period of time
Create Incident - Answer-- *Service Portal* = create task-based records, like Incident
- *Incident Application* or *Workspace*
- *Connect Support (Chat)* = SD agents can create and collaborate on instances
- *Inbound Email* = emails SN receives that can be processed as an Incident
- *Webservices* (e.g. import sets, REST, SOAP) = 3rd party systems to integrate/communicate with SN
to create, update, and delete Incidents
** Most incidents created through interactions (walk-up, chat, etc.)
Incident - Category / Subcategory best practices - Answer-- Simple and standard
- No metadata to drive the process
- Too many options may cause miscategorization
Incident - Default Closure - Answer-7 days after resolution or updated date
- Must enable *com.snc.incident.autoclose.based* system property (based on resolution date) to true
and set glide.ui.autoclose.time value
Incident - Caller user details populated - Answer-- *VIP Flag* = VIP user (executives/leadership) where
caller appears as red but does NOT affect Incident Priority
- *Caller Lookup Select Box* (ref_ac_column) = reference field, auto-complete for user selection
- *Reference Declarations* (ref_contributions) = reference icon with preview of related record for
reference field (If field is read-only, set attribute clickthrough=true)
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