WorksheetsIncident Management - Knowledge Check
Total questions: 10
Worksheet time: 4mins
TRUE of FALSE: VIP cases should be treated as “Immediate Priority”.
True
False, Impact of 2 - Significant
False, Impact of 2 - Critical
False, High Priority
True or False: Name of the VIP will be in bold text in the customer or contact field
True
False, red text
False, all caps
False, it's confidential
True or False: The VIP flag is managed by ITSM.
True
False, ServiceNow Admin
False, HR
False, Product Owner
True or False: If a ticket raised coming from GSD for Chevron VIP User, assign the ticket to the most tenured/experienced resource; Specialist, SME or Team Lead for faster ticket resolution or completion.
True
False, assign to IMoD
False, assign to any available resource
False, assign to ITSM Team
True or False: By default, when ticket is opened using catalog, Urgency and Impact is pre-defined to Priority 2 - High.
True
False, Priority 1 - Critical
False, Priority 3 - Medium
False, Priority 4 - Low
True or False: Incident priority is either to be escalated or downgraded.
True
False, Escalated Only
False, Downgraded Only
True or False: Accenture SLA configuration will automatically cancel the previous running SLA once priority is change.
True
False, Chevron SLA
False, KPI
False, CSL
Which does not belong to the group?
Immediate
Extensive
Expedited
Standard
Which does not belong to the group?
Significant
Low
Extensive
Immediate
True or False: An admin or someone with the user_admin role can make modifications to the ITSM VIP value.
True
False, ITSM_admin
False, ITSM_user
False, admin_user
