Training Test

When/How do we create Requests?

• Requests are created in NikeNow when a user fills in a specific form i.e. for hardware, software, etc.

• When we need deskside support

• When we fill a form in NikeNow for a laptop

Select which aligns best with the stages Requests go through after it's been created in ServiceNow.

• New, Work in Progress, Resolved, Closed
• Waiting for Approval, Procuring, Fulfilling, Pending Confirmation, Completed.

• Work In Progress, Fulfilling, Procuring,

  Pending Confirmation, Completed

Select which best aligns with the stages Incidents go through in ServiceNow

• Open, Assigned, Work in Progress, Closed.

• In Progress, Assigned, Resolved.

• New, Assigned, Work in Progress, Resolved, Closed.

• New, Work In Progress, On Hold, Resolved.

In what scenarios do we create Incidents?

• Scheduled maintenance

• Employee training

• Disruption to normal operations

• System upgrade

What best describes S1 Incidents in ServiceNow?

• Highest priority incidents that require immediate attention and resolution.
• Incidents that are automatically resolved by the system
• Incidents that do not require any action

What type of Incidents are created for Nike VP's?

• S2

• S3

• S4

• S5

How often are we to check and update S4 and S5 Incidents?

• Once every 5 days

• Everyday

• Every 2-3 days

• Based on the day of the week

What do Performance Bars specialize in?

• General Knowledge and information about Nike

• Technical Maintenance of meeting rooms

• Customer service, Technical related issues and troubleshooting.

Is attaching Knowledge Base Article when creating a new Incident (Ticket) required ?

• Yes, it is mandatory.
• No, it is not required.
• Maybe, it depends on the nature of the incident.

How is the priority of an Incident (tickets) determined in ServiceNow?

• Priority is randomly assigned
• Priority is based on the ticket number
• Priority is determined by the complexity of the issue reported

• Priority is determined based on the impact and urgency of the issue.