ServiceNow Induction

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