ServiceNow CIS - IT Service Management Flashcards

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What are Change - Approval Policies?

Course of action applied to change request and defines approvals that should be applied, available for normal, emergency, and standard changes.

What are Change - Policy Inputs?

Variable sources used to evaluate a decision to determine approval action.

What do Change - Approval Decisions allow?

Allows a single policy to handle every approval required for a change type.

What is the purpose of Change Script Includes?

ChangeRequestStateHandler contains constants for referring to change states in code. ChangeRequestStateModel_ determines if a state can move to another state: to_canMove or to_moving. Signup and view all the answers

What is a Change PIR (Post Implementation Review)?

Automatically created when an unauthorized, emergency change request record moves to the state of REVIEW. Signup and view all the answers

How does the Change Assignment group function?

Automatically populates Assignment group based on change group available for CI or Service offering. Signup and view all the answers

What are Change KPIs?

Performance Analytics metrics that track the length of time a change stays in each approval state. Signup and view all the answers

What triggers Change Tasks?

Created manually or automatically when changes enter the Implement phase. Signup and view all the answers

What do Change Management OOB workflows facilitate?

Facilitate approvals and processing for Emergency and Normal changes. Signup and view all the answers

What are Change integration points?

Includes API, Platform Web Services, and ITSM Apps to create changes from various sources. Signup and view all the answers

What is the primary functionality of Change - itil?

Has primary functionality for Change but cannot delete. Signup and view all the answers

What role can delete a Change?

Change - itil_admin. Signup and view all the answers

What defines an Unauthorized Change?

Implemented if normally associated with Emergency changes; opens a request when the CI is changed. Signup and view all the answers

What is a Release?

Planned release for a product defined by the features and associated change requests. Signup and view all the answers

What does Release Management encompass?

Planning, design, build, configuration, and testing hardware/software releases. Signup and view all the answers

What are the stages of the Release Management lifecycle?

Release Planning, Build & Test, Deployment, Review & Close. Signup and view all the answers

What are Release Tasks?

Any tasks required to implement a feature of a product. Signup and view all the answers

What is the role of the Catalog manager?

Edit catalogs, manage categories, and assign editors plus create/modify/publish items within the catalog. Signup and view all the answers

What is Knowledge Search?

Searches all KBs the user has permission to see. Signup and view all the answers

What are OOB Knowledge Workflows?

Knowledge Instant Publish, Knowledge Instant Retire, Knowledge - Approval Publish, Knowledge - Approval Retire. Signup and view all the answers

What does ITSM stand for?

Information Technology Service Management Signup and view all the answers

What is a CMDB (Configuration Management Database)?

A centrally-managed and controlled system of record for IT service infrastructure components and their relationships. Signup and view all the answers

How does CMDB aid ITSM processes?

By associating CIs to incident, problem, or change records, supporting approval groups, and providing relationship data. Signup and view all the answers

Match the following ITSM processes with their descriptions:

Incident Management = Infrastructure component broken Change Management = Need to change something in Data Center Problem Management = Identified a defect in our infrastructure Request Management = Handling user requests Signup and view all the answers

What do CIs extend from?

Technical CIs from CMDB classes that inherit from parent classes. Signup and view all the answers

What is the purpose of CI Relationships?

To store CI relationship data and define them for CI import. Signup and view all the answers

To create a new CI class, the itil_admin role must have personalize_directory role.

True Signup and view all the answers

What is the role of the CMDB - Principle Class?

It applies a filter to CI on change, incident, and problem records. Signup and view all the answers

What does a CI Class Manager do?

Explores the hierarchy and table definitions at each level of CMDB classes. Signup and view all the answers

What is a Transform Map used for?

To map CI relationship data to parent, child, and type. Signup and view all the answers

Describe the Incident Management lifecycle stages.

Creation and Classification, Investigation and Diagnosis, Resolution and Closure. Signup and view all the answers

What methods can be used to create an incident?

Service Portal, Incident Application, Connect Support, Inbound Email, Webservices. Signup and view all the answers

What are Incident - Category/Subcategory best practices?

Keep it simple and standard; avoid too many options to prevent miscategorization. Signup and view all the answers

When does an incident default closure occur?

7 days after resolution or the updated date. Signup and view all the answers

When are Caller user details populated in an incident?

When the user is marked as VIP, auto-complete selection is enabled, and reference declarations are in place. Signup and view all the answers

What sets the Priority field in incident management?

It is set based on Impact and Urgency. Signup and view all the answers

What happens during Incident SLA Breach flows?

Breach Warning and Notice emails are triggered at 50%, 75%, and 100% SLA duration. Signup and view all the answers

What do KPIs (Key Performance Indicators) do?

They are indicators used for reporting, included with ITSM plugins. Signup and view all the answers

What is required to create a knowledge article from a resolved incident?

Knowledge Management Advanced and KCS Integration for Incident Management plugins. Signup and view all the answers

What are metrics/counters used in incident management?

Business Duration, Calendar Duration, Child Incidents, Correlation ID, Reassignment count, Reopen count, Time worked. Signup and view all the answers

What role is required to delete a record on the Incident table?

The itil_admin role. Signup and view all the answers

What can an ess user do regarding viewing incidents?

They can create, resolve, and update incidents if they are the Opener, Caller, or on the Watch list. Signup and view all the answers

What is the purpose of Related Search Results?

To assist in incident deflection by providing knowledge articles and related records. Signup and view all the answers

What does Contextual Search do?

Displays knowledge search results on forms to help users quickly resolve issues. Signup and view all the answers

What are Outbound Emails in incident management?

Default notifications sent to event creators and include multiple recipients. Signup and view all the answers

What is the lifecycle of Problem Management?

Detection and Logging, Investigation and Diagnosis, Resolution and Closure. Signup and view all the answers

What is Problem Management?

Extends the Task table and stores problem records. Signup and view all the answers

What does the Problem Task involve?

It relates to Root Cause Analysis and General fixes. Signup and view all the answers

What does it mean to create a Problem from an Incident?

An action that copies incident fields to generate a related problem instance. Signup and view all the answers

What initiates a Problem investigation?

It can begin proactively through trend analysis or reactively from an open incident. Signup and view all the answers

What defines the Priority of a Problem?

Its values are based on Impact and Urgency. Signup and view all the answers

What is the purpose of a Known Error article?

It maps fields between problems and knowledge articles. Signup and view all the answers

What action communicates Workaround to incidents?

Copies the Workaround field to related incidents' comments field. Signup and view all the answers

What is the aim of Problem Management roles?

To activate problem management capabilities and roles like problem_admin. Signup and view all the answers

What is the result of resolving a Problem?

It only resolves related incidents that are in the state = On Hold, Awaiting Problem. Signup and view all the answers

What is the focus of Problem Overview reports?

They report on the current state of the problem management process. Signup and view all the answers

What are the recommended Problem metrics?

% of problems responded to within target time, and % of incidents resolved by problems. Signup and view all the answers

What is the process of creating a Change from a Problem?

Fields are copied from the problem to a new change request if a fix/workaround requires changes. Signup and view all the answers

What is a Change?

A formal process that governs change to the environment with minimal disruptions. Signup and view all the answers

What does a Release entail?

It involves builds, tests, and releases changes to services. Signup and view all the answers

Outline the Change Management lifecycle stages.

Creation and Scope, Approval, Implementation, Closure. Signup and view all the answers

How can a Change Request be created?

Manually from the change application or through incident and problem management. Signup and view all the answers

What is the purpose of Change > Create New module?

To create new change requests with various settings like pinned models and preapproved changes. Signup and view all the answers

What are the OOB Change types?

Normal, Emergency, Standard (Preapproved), Change Registration, Cloud Infrastructure, Unauthorized Change. Signup and view all the answers

What does Change Conflict Detection achieve?

Identifies potential scheduling conflicts for change requests based on set dates. Signup and view all the answers

What are CABs (Change Advisory Boards)?

Scoped applications defining conditions for appropriate CAB per change. Signup and view all the answers

What does a CAB Workbench facilitate?

Management of CAB meetings, including scheduling, tracking attendance, and defining agendas. Signup and view all the answers

What do customers define in Change Models?

State Models, State Transitions, and State Transition Conditions. Signup and view all the answers

What are Change - State Models?

Definitions of states associated with any change request. Signup and view all the answers

What are Change - State transitions?

Definitions for state movements a record can undergo. Signup and view all the answers

What is the Risk Calculation process?

Executes when trigger conditions are met, evaluating risk based on multiple factors. Signup and view all the answers

What is captured in a Risk Assessment?

Information from the end user to evaluate the risk of a change request. Signup and view all the answers

What does the Risk Assessment Designer allow you to do?

Create/edit metric types for different risks and define scoring parameters. Signup and view all the answers

What is the result of submitting a Risk Assessment?

It automatically calculates risk based on the survey and conditions. Signup and view all the answers

What are the steps in a Change Request?

The normal workflow includes approvals and generates tasks. Signup and view all the answers

Study Notes

ITSM Overview

ITSM encompasses CMDB, benchmarks, reporting tools, mobile interfaces, knowledge management, service level management, and assessments.

CMDB (Configuration Management Database)

Centralized repository managing IT service infrastructure components and their relationships.
Aids in critical analysis and decision-making for ITSM processes.

Role of CMDB in ITSM Processes

Associates Configuration Items (CIs) with incidents, problems, and changes to improve prioritization and escalation.
Provides potential upstream/downstream impact analysis and CI relationship data for planning and documentation.

ITSM Processes Connected to CMDB

Incident Management: Addresses infrastructure component failures.
Change Management: Manages necessary adjustments within the data center.
Problem Management: Identifies defects in infrastructure.
Request Management: Handles service requests.

Configuration Items (CIs)

CMDB classes inherit attributes from parent classes, allowing for customizable attributes at each level.

CI Relationships

Stores data on how CIs interact with each other, crucial for accurate data mapping during CI imports.

Roles and Permissions

itil_admin role is necessary to create new CI classes.
Specific roles like problem coordinator and problem task manager are required to manage problem tasks effectively.

Incident Management Lifecycle

Creation and Classification: Logging details and assigning incidents to appropriate teams.
Investigation and Diagnosis: Analyzing issues and updating incidents with findings.
Resolution and Closure: Restoring services and closing incidents after documenting solutions and communication.

Incident Creation Methods

Multiple channels can be utilized for incident creation including the Service Portal, Incident Application, inbound emails, and web services.

Incident Management Best Practices

Implement simple, standardized categorization to avoid confusion and miscategorization.

Incident Closure

Default auto-closure is set for 7 days post-resolution or last update unless configuration changes are made.

Incident Priority Determination

Priority is established based on impact and urgency; VIP status does not affect priority.

Incident Metrics

Analysis includes metrics like business duration, reassignment counts, and the age of open incidents.

Problem Management Lifecycle

Begins with detection and logging, followed by investigation, diagnosis, resolution, and closure.

Problem Management Roles

Specific roles for managing problems and tasks, including the ability to communicate fixes and workarounds.

Change Management Lifecycle

Involves creation, approval, implementation, and closure of change requests to minimize service disruptions.

Change Request Creation

Change requests can be initiated through various channels, including incident and problem management.

Risk Assessment and Management

Risk must be calculated via a dedicated assessment process, which uses weighted scores for evaluation.

Release Management

Involves planning, design, and implementation of releases, ensuring smooth delivery of product features and changes.

Change Advisory Board (CAB)

A structured committee that evaluates and approves change requests based on set conditions, facilitating better governance of changes.

Unauthorized Changes

These are changes made without the appropriate approvals and are typically logged as emergency changes.

Performance Indicators

KPIs are integrated into the ITSM process, tracking metrics such as response times, problem resolutions, and the state of incidents.

Integration Points for Change Management

Integral for linking change requests to incidents, problems, and configurations for a seamless workflow between ITSM tools.### Release Management Process
Release Planning: Involves creating plans that align with stakeholder expectations and support necessary changes for the release.
Build & Test: Commences with permission to build the release and concludes with the change management authorization for the release package, which is then integrated into the DML through Configuration Management.
Deployment: Involves transferring release packages to one or more target environments, concluding with a handover to service operations and early life support.
Review & Close: Marks the completion of the Release Management process through a final review and closure activities.

Changes and Releases

Refers to individual modifications made to a product, which can be tied to a Configuration Item (CI) or a change request and integrated within the parent release.

Release Tasks

Pertains to all necessary tasks needed to implement product features.
Key components of release management include inputs and outputs such as release type, coordinator, and resource processes leading to successful planning and deployment.

Release - Product

Involves hardware or software that is constructed and can be linked to Business Services in the Configuration Management Database (CMDB), connecting it to other ITIL processes.

ITSM Mobile Agent

Identified by (sn_itsm_mobile_agt), permits approvers to view notifications and manage requests via mobile devices.
Features a global search functionality for people, knowledge articles, and catalog items.

Knowledge Submission Methods

Manual Creation: Users with a knowledge role can generate new articles through the Knowledge App.
Incident Form: Articles can be automatically created by selecting the knowledge checkbox upon closure.
Problem Form: Generates knowledge articles from known error relationships tied to problems.
Import: Allows permissions for importing Word documents into the Knowledge base.
External Integration: Admins can connect with WebDAV to create knowledge article records.

KBWorkflowSNC Script Include

Contains the business logic that governs the workflows for publishing knowledge articles.
Key functions include publishKnowledge() and getApprovers(), which can be copied and tailored for specific approval processes.

Knowledge Base and Knowledge Articles

Knowledge Base [kb_knowledge_base]: Does not extend any table; user access criteria are defined.
Knowledge [kb_knowledge]: Houses knowledge articles and does not extend any table; can be linked to CIs.

Knowledge Version Storage

Article versions are stored when the Advanced Installer plugin is enabled, allowing for version control.

Knowledge Management Roles

knowledge_admin: Holds the exclusive capability to perform all CRUD operations including creating Knowledge Base templates.
Deleting a KB is prohibited for all user roles.

KCS Capabilities Plugin

Enables roles such as kcs_contributor, kcs_publisher, and kcs_candidate within the knowledge management system, simplifying user access based on ownership or management fields.

Knowledge Management Workflow Stages

Follows a Draft, Review, Publish, and Retire (DRPR) sequence.

Enables posting questions with a setting to allow social Q&A interactions.
Features include curated content lists, dynamic usability metrics, and engagement indicators.

Knowledge - Service Portal

Features a broader interface for viewing KBs and accessing articles, complete with search capabilities, sorting/filtering options, and enhanced commenting abilities.

Knowledge Search Functionality

Performs searches across all accessible knowledge bases, based on user permissions.

Out-of-the-Box Knowledge Workflows

Includes processes for instant publication, retirement, and approval workflows for knowledge articles.

Exporting Knowledge Articles

Articles can be exported in XML format, which includes fields like sys_id and attachments.

Service Catalog Overview

Users can explore and request catalog items, which may encompass goods, services, or informational content from various organizational departments.

Request Management

Involves tracking and fulfilling orders placed on the service catalog, ensuring that approval processes and fulfillment tasks are strategically managed.

Request Management Lifecycle

Submittal: Involves selecting items from the catalog, completing order forms, and submitting requests.
Approval: May include the approval of the full order or individual items.
Fulfillment: Request fulfillers carry out defined tasks necessary to complete the request.
Closure: The process ends once all items in the order have been fulfilled or closed.

Catalog Manager Role

Responsible for editing catalogs, managing categories, assigning editors, and modifying or publishing catalog items.

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Test your knowledge on IT Service Management (ITSM) concepts with these flashcards. Each card covers essential terms such as CMDB, Service Level Management, and more. Perfect for preparing for the ServiceNow Certified Implementation Specialist exam.