IT Service Management: Agent Workspace and Incident Management

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Questions and Answers

When using Agent assist in the Agent workspace, what are examples of possible solutions that can be automatically searched and displayed?

Problems and Changes

Cases and CMDB Health Dashboard

SQL Queries and Incidents

Runbook Actions and Knowledge (correct)

Which module is a useful starting point for a manager to view current state operational information for Incident management?

Manager Workspace

CMDB Health Dashboard

Critical Incidents Map

Incident > Overview (correct)

The Problem table is extended from which table?

Outage

Incident

Major Incident

Task (correct)

Which module could the Problem Manager use to make the Problem Coordinators able to Re-analyze a Completed Problem?

Problem > Administration » Problem Properties Signup and view all the answers

What feature would you use to meet the requirement of automatically creating and assigning a Post Fix Review task to the Problem assignee when a problem is resolved?

Flow Designer Signup and view all the answers

What approach should you suggest to your customer to define Category values for the Problem records?

Define categories based on the customer's CMDB classes Signup and view all the answers

What is an example of possible solutions that can be automatically searched and displayed when using Agent assist in the Agent workspace?

Knowledge Signup and view all the answers

What is extended from the Task table in IT Service Management Workspace?

Problem Signup and view all the answers

How can users provide feedback on a knowledge article?

Comment on Article, Helpful?, and Flag Article Signup and view all the answers

What happens to a Knowledge article on the Valid to date when using the Knowledge - instant Retire workflow?

The article is automatically retired Signup and view all the answers

Which role can modify the Service Catalog home page?

catalog_editor and admin Signup and view all the answers

What would you use to create a New Hire Employee request to order a workstation and company mobile?

Order Guide Signup and view all the answers

Which tool allows process owners to automate approvals, tasks, and notifications with little to no code?

Flow Designer Signup and view all the answers

What process is responsible for defining and managing the lifecycle of all catalog items?

Service catalog management Signup and view all the answers

What feature can be accessed via the Self-Service > Service Catalog module?

Service Catalog Signup and view all the answers

How many categories can an article be published to?

One Signup and view all the answers

What system property needs to be enabled to close open incident tasks when an incident is closed or canceled?

com.snc.incident.incident_task.closure Signup and view all the answers

What advanced reporting capability has limited functionality in incident management?

Performance Analytics Signup and view all the answers

How can you designate VIP callers on an incident form?

VIP Flag field style Signup and view all the answers

Which two fields need to be filled in for Problem and Problem Task records to move automatically from New to Assess states?

A. Short Descriptor and C. Assigned to Signup and view all the answers

What does the 'wait for' condition define on a Change Approval Definition record?

The state the change must be in before the approval notifications can be sent Signup and view all the answers

What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is no sys_popup view defined for the [sys_user] table?

The default view of the User form is displayed Signup and view all the answers

In what table are Change records stored?

C. Change Request [change_request] Signup and view all the answers

What happens when an agent that is a member of multiple user groups clicks the Assign to me UI action and the Assignment group is empty on an incident record?

The agent is prompted to select the Assignment group Signup and view all the answers

How would you satisfy the customer's change policy requiring 5 days lead time for changes?

E. Update the Risk Condition for Insufficient lead time Signup and view all the answers

Where are the timeframe conditions for sending an SLA breach warning notification defined?

Default SLA flow Signup and view all the answers

What is the purpose of the system property com.snc.incident.autoclose.basedon.resolved_at?

To close open incident tasks when an incident is closed or canceled Signup and view all the answers

How are Projects related to Releases?

B. Projects can be part of one or more releases Signup and view all the answers

When do Problem and Problem Task records move automatically from New to Assess states?

When both the Short Descriptor and Assigned to fields are filled in Signup and view all the answers

What happens when an agent clicks the Assign to me UI action and the Assignment group is not empty on an incident record?

The incident is assigned to the agent's primary group Signup and view all the answers

What does the Risk Condition for Insufficient lead time control?

The calculation of Risk for changes with insufficient lead time Signup and view all the answers

What is the default configuration for Risk calculation for a change with 3 days lead time?

Risk = High Signup and view all the answers

What are the three components that are key to understanding Change and Release Management?

Inputs, Action Steps, and Outputs Signup and view all the answers

What is the primary purpose of Release Management in relation to Change Management?

To build, test, and execute changes Signup and view all the answers

What controls the movement of the state from Scoping to Awaiting Approval in Release Management?

Workflow Signup and view all the answers

What is a key relationship between Changes and Incidents?

Incidents can be caused by a Change Signup and view all the answers

What is a key relationship between Change and Problem records?

A Change can cause a Problem Signup and view all the answers

Why can testers not see the new Change Model on the change landing page?

New change model needs Active to be set to True Signup and view all the answers

What is a characteristic of a Release in relation to Changes?

A Release can contain one or more Changes Signup and view all the answers

What is the role of Change Management in relation to Release Management?

Change Management provides governance for Release Management Signup and view all the answers

Study Notes

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.

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Description

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.