![]() Effective incident management relies on the ability to focus on impact rather than. ![]() Urgency is a measure of how quickly a resolution is required. Impact is a measure of the extent of an incident and the potential damage it can cause. I am not saying this is what will be on future exams, so be sure to study additional topics. An incident priority matrix is a method of prioritizing incidents based on their impact and urgency. So, you should know the meaning of the subject and when/how to apply whatever question is being asked. The questions are presented in scenarios/use cases. ![]() Use ServiceNow Product Documentation for ITSM. I did have a few questions on Knowledge Management and CMDB, but I cannot remember what they were about. Roles for Knowledge, CMDB, Service Catalog and Request, Incident Management, Problem Management, Change ManagementĬatalog Items, Record Producers, Order Guides, Variables and Variables set, Cascade, Variables, Default Variables Editor, VEditor, Cart Layout, Catalog Builder (draft, publishing, published, etc.), Catalog Client scripts, Catalog UI policies, New Request, and SLAsĪvenues for new incidents, child incidents, inbound actions, configuring fields (sys_popup, re_contributions, ref_ac_columns, etc.), priority matrix, major incidents, business rules (like Populate Assignment Group based on CI/SO), SLA, Script includes, Notifications (outbound and inbound)Īvenues for initiating problems, Priority, Problem Properties (_from_incident.attributes, etc.), Assignments (problem, problem tasks), business rules (like Populate Assignment Group based on CI/SO), script include, best practices( refer to states in code using constants rather than values, etc.), Communicate Workaround UI, Communicate Fix, and Known ErrorĬhange process lifecycle, approval policies, CAB, Risk Assessment, Maintenance Windows, Blackout Periods ![]() Incident, Problem (and Problem Task), and Change Management states and when they move to the next state Hello, Here are a few topics I studied to pass my CIS-ITSM cert (I took it about a month ago for the San Diego Release.): ![]()
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