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WorksheetsServiceNow Induction
Total questions: 15
Worksheet time: 30mins
Which sentence is NOT right ?
Incident category failure is to manage the issue and Incident category service is to manage the other requirements
Incidents, requests, problems... in fact we are just managing tickets
Incident is to restore the service to the caller and problem management is to find the root cause
Request, requested items, standard request are the same : it's an optimized process to propose template for business users
What is the best way to find an incident when I just have the number?
Select all incidents menu on the left and fill in the number of the incidents
Click on the magnifying glass on the top right, fill in the number and enter
Select search knowledge on the left menu and fill in the incident number in the text search field
Forward the incident to the ITSM team and you will receive a PDF version
If I have a question on ServiceNow / BoSS, what can I do first?
Search if a knowledge article will provide me a solution and if not, contact your BoSS key-user
Search in Google
Search in onewiki
Contact my ITSM team by email, phone, skype or any technical channel
What is the difference of the additional comments and work notes fields ?
No difference, use always the additional comments
Additional comment is for internal IT comment and work notes is to communicate with the caller
Additional comment is to communicate with the caller and work notes is for internal IT comment
What? Two different fields are available on the incident to add comments... amazing!
Why do I have to fill in the fields with the correct information? (multi-choice)
I just have to focus on the mandatory field. Other fields are clearly optional.
With the correct information, the statistic will be reliable and the indicators will be efficient
In the future, if I want to know what it happened, I have all the information
Because my management requested me to do it
How to forward an incident to another groups?
Send an email to the other groups with the incident number
Change the assignment group in the incident and save it
that is a trap! it is not possible.
Change the assignment group in the incident
Which of these incident state process doesn't exist?
New: not necessary to determine which incidents are not read
Reject: not necessary to define that these incidents are not for me
Active: if the incident is created, it is automatically active
Awaiting user info: all the information are already provided by the caller
What is the incident state "awaiting user info" ?
It is used only to determine that a question has been asked to the caller and the assigned to is waiting an answer.
It is used to determine that we have an incident in awaiting to someone: level 3, suppliers, management, etc.
It is used to categorize incidents that I don't have the solution yet.
What? this incident state is really exist... Amazing!
What is the difference between resolved and closed
"Closed" defined that I finished to resolve this incident and "resolved" defined that I closed my job.
Resolved is the unique status available, closed doesn't exist
Resolved informs the caller that the IT finished to work on his incident and after 5 continuous days, the incident will be in read only with the status closed.
Resolved informs the caller that the IT finished to work on his incident and after 10 continuous days, the incident will be in read only with the status closed.
As IT, What is the best way to create an incident to another IT service?
Simple, incident - Create new
Simple, use the IT user's portal and I should see only my technical service
As I could done before, I send an email
Using the BoSS business portal
In a filter, When I am on an incident table, how can filter on the caller location?
Select the location in incident table
Open the caller field using "show related field" and then select the location
Write the location in the short description of each incident and then filter on this key-word
Export the data in Excel and then create the filter required
What is the difference between incident and problem?
Incident is to restore the service, problem is to find the root cause
Incidents are business incidents and problem are problem ITs
Problem is a master incident grouping many incidents
Incidents are for tickets and problem is not used
How many change processes are available?
0, Change should not be in ServiceNow
1, change process for infrastructure
2, one for standard, one for Major
3, one for standard, one for Major, one for urgent
What is the difference between incident category service and a standard request?
An incident category service is an issue, a standard request is a requirement
An incident category service is a generic request, a standard request is to request a change on the infrastructure
An incident category service is a generic request, a standard request is a requirement optimized with a dedicated form and workflow.
An incident category service starts with "RITM" and a standard request starts with "INC".
How can we configure my own left menu?
Amazing !! I didn't know that it was possible
I selected some default option using the default left menu and I move some personal filters
I ask to my BoSS key-users to configure it for me
I select the option: "configure my menu"
