IT Service Management: Agent Workspace and Incident Management

IT Service Management Workspace (Agent Workspace)

• When using Agent assist in the Agent workspace, possible solutions can be automatically searched and displayed, including Runbook Actions, Knowledge, Problems, Changes, Cases, and Incidents.

Incident Management

• The Incident > Overview module is a useful starting point for a manager to view current state operational information for Incident management.

Problem Management

• The Problem table is extended from the Task table.
• The Problem Manager can use the Problem > Administration > Problem Properties module to allow Problem Coordinators to Re-analyze a Completed Problem.
• The Flow Designer feature can be used to automatically create and assign a Post Fix Review task to the Problem assignee when a problem is resolved.
• When a problem is resolved, the Problem assignee can be automatically assigned a Post Fix Review task using the Flow Designer feature.
• Problem and Problem Task records move automatically from New to Assess states when the State and Assigned to fields are filled.

Change Management

• The Change Request table stores Change records.
• The 'wait for' condition on a Change Approval Definition record defines the number or percentage of users from the approval group that must approve the change.
• The Risk Condition for Insufficient lead time can be updated to satisfy the customer's change policy requiring changes to be requested with 5 days lead time.
• Releases are related to Projects, where Projects can be part of one or more releases.
• The baseline Change Flows support the baseline Normal Change model.

Knowledge Management

• Users can provide feedback on a knowledge article using a 5-star scale, commenting on the article, marking it as helpful, or flagging the article.
• The Valid to date enacts a Knowledge article by automatically retiring it on the specified date.
• The Knowledge - instant Retire workflow allows for automatic retirement of a Knowledge article on the Valid to date.

Service Catalog

• The Service Catalog can be accessed via the Self-Service > Service Catalog module.
• Users with the catalog_admin or admin roles can make modifications to the Service Catalog home page.

Process Automation

• The Flow Designer tool allows process owners to automate approvals, tasks, notifications, and other record operations with little to no code using natural language.

Catalog Management

• The Service catalog management process is responsible for defining and managing the lifecycle of all catalog items.

Incident Reporting

• Incident management includes limited functionality for advanced reporting capabilities, specifically Performance Analytics.

VIP Callers

• The VIP Flag field style can be used to designate VIP callers on an incident form.

Incident Records

• If an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table, the default view of the User form is displayed.
• If the Assignment group is empty on an incident record, an agent that is a member of multiple user groups will be prompted to select the Assignment group when clicking the Assign to me UI action.

SLA Breach Notifications

• The timeframe conditions for sending an SLA breach warning notification are defined in the SLA definition record.

Change and Release Management

• Change includes planning and approvals, while Release includes building, testing, and execution of changes.
• A Release can contain one or more Changes.
• Change management provides governance, which includes Release management.

Release Management

• The movement of the state from Scoping to Awaiting Approval in release management is controlled by manual state selection.

Change and Incident Relationships

• Incidents can be caused by a Change.
• A Change can resolve Incidents.

Change and Problem Relationships

• A Problem can be solved by a Change.
• A Change can cause a Problem.

This quiz tests your knowledge of the IT Service Management workspace, specifically the Agent Workspace and Incident Management. Questions cover topics such as Agent Assist and operational information for Incident management.