ServiceNow CIS-ITSM Questions and Answers Already Passed
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Module
ServiceNow CIS-ITSM
Institution
ServiceNow CIS-ITSM
ServiceNow CIS-ITSM Questions and
Answers Already Passed
Config Management - Ways to create CI Manually,
Import external data,
Use ITOM Discovery
What are the baseline problems states? New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
Request Fulfillment Life-cycle...
ServiceNow CIS -ITSM Questions and Answers Already Passed Config Management - Ways to create CI ✔✔Manually, Import external data, Use ITOM Discovery What are the baseline problems states? ✔✔New Assess Root Cause Analysis Fix in Progress Resolved Closed Request Fulfillment Life -cycle (4) ✔✔Submission, Approval, Fulfillment, Closure Change Life -cycle (4) ✔✔Creation & Scope, Approval Implementation, Clo sure Incident lifecycle (4) ✔✔Creation & Classification, Investigation & Diagnosis, Resolution, Closure Incident - Which fields are copied from parent to child incidents (4) ✔✔State, Closed notes, Comments, Work Notes What are the methods to initiate a Request? ✔✔Service Portal, Service Catalog Application, Incident Record, Email, Service Desk What are the possible ways have a request approved? ✔✔Individual User, by approval group, at REQ level, at RITM level. What are the 4 closure status for a catal og request? ✔✔Closed Complete, Closed incomplete, Closed Rejected, Closed Cancelled What are the 3 phases of the problem life -cycle? ✔✔Detection & logging, Investigation & Diagnosis, Resolution & Closure. What are the activities in the Detect & Logging phase for a problem? ✔✔Detect Problem proactively or re -actively, Create record, Prioritise & categorise, Assign the investigation What are the activities in the Investigate & Diagnose phase of a problem? ✔✔Conduct RCA, Create tasks, Document RC / Workaround, Communicate known error. What are the activities in the Resolution & Closure phase of a problem? ✔✔Confirm workaround, Implement Change to remove Root Cause, Update known error article, Update & close Problem record What can be the reasons for using a workaround for a problem instead of a permanent resolution? ✔✔Temp solution is necessary to reduce/Eliminate impact while a full resolution not available yet.
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