Servicenow cis itsm - Study guides, Class notes & Summaries

ServiceNow CSM (Customer Service Management) - Certified Implementation Specialist (CIS) Exam Customer service real world statistics 80% of companies say they deliver superior customer service, but only 8% of people say they receive superior service Does ServiceNow use the same Asset table for both CSM and ITSM? Yes, but there are different subsets of fields for each Asset contact relationships Asset Contacts can be selected from: 1. The Account the asset belongs to 2.The contacts from the par...

True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident. - TRUE Common recurring Catalog Variables can be grouped and standardized using _________ - Variable Sets Which platform feature is used to track field value duration's, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group? - Metric _______________ is primarily focused on the details needed to manage and operate ...

What is Application Portfolio Management? - correct answer "Application portfolio management (APM) is a framework for managing enterprise Business Applications and software-based services. APM provides management with an inventory of the company's software applications and metrics to illustrate the business benefits of each application. An APM system uses indicators and a scoring profile for generating reports about the value of each application and the health of the IT infrastructure as...

APM Is part of the _____ suite ITBM APM allows you to gain a comprehensive understanding of the ___ ___ in your organization, so you can identify ___and decrease ___ ___ business apps, redundancies, budgetary costs APM also provides different viewpoints on how to look at your business applications by looking at the ___, ___, ___ Alignment to the business, the technologies consumed, and the information that is used. By consolidating business applications within the same bu...

How does APM Leverage the ServiceNow System? - correct answer ITOM Relationship: APM Uses: 1 - CMDB 2 - Discovery APM uses ServiceNow's infrastructure to pull in valuable information: * Application Services * Infrastructure Cis Discovery vs APM: * Discovery gives basic picture of resources * Discovery identifies CIs * APM Service Mapping captures the relatinship between the business functions the CIs support * APM uses Discovery Data to understand applications and underlying ide...

CIS ITSM Exam April 2022/2023. (ITSM Foundations And ITSM Implementation Courses) What are the areas that ServiceNow provides IT services for? 1. IT 2. Customer service 3. Security 4. HR 5. Business apps What is the value of Incident Management? 1. Restore service faster 2. Minimize service interruptions 3. More efficient identification, prioritization and resolution of incidents 4. Escalation to correct groups leads to faster resolution What are Benchmarks/KPIs for Incident (7)? 1. %...

What does Application Portfolio Management Provide? - correct answer -Scoring algorithms that generate reports about application values and health of IT infrastructure -Metrics that illustrate the business benefits of each application -An inventory of a customer's software applications How does ServiceNow's APM work? - correct answer -It helps you decide whether to invest, sustain, or replace applications -It allows you to identify redundancies and decrease budgetary costs -It provides ...

Service Now CSA Exam Prep Solved 2023/24 latest update D. Self-service - Answer Which of these applications is available to all users? A. Change B. Incident C. Facilities D. Self-service B. My Groups Work - Answer Which module displays a list of tasks assigned to a user's group, but not yet assigned to an individual user? A. My Teams Work B. My Groups Work C. My Groups Tasks D. My Teams Tasks C. Variable Types - Answer Multiple choice, single line text, and select box are w...