
ServiceNow Induction

Quiz
•
Instructional Technology
•
Professional Development
•
Medium
Sebastien Martin
Used 15+ times
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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!
5.
MULTIPLE SELECT QUESTION
2 mins • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
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
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