ServiceNow CIS QUESTIONS

1. When a Problem is closed, what happens to related Incidents

Ans: After you consider a problem to be resolved, the incidents related to the problem with the state On
Hold may be resolved using a UI action from the Problem form.

1. Open a resolved problem that has associated incidents.

2. From the context menu, click Resolve Incidents.
3. Enter values for mandatory fields.

Note: Only the incidents in state On Hold and with Awaiting Problem as the on hold reason can
be resolved.

The state of the incidents in the problem related list is changed to Resolved and work notes are
added to the activity feed.

2. Minimum role required to close/delete CI (options: config_admin, itil.admin, admin, user)

Ans: You can use the CI Class Manager to delete CIs that are no longer needed.

Ans: Role required: itil_admin

3. What are the incident life-cycle process high-level steps

ServiceNow Incident Management process follows these steps:

1. Incident identification
2. Incident logging
o Incident categorization
o Incident prioritization
3. Incident response
o Initial diagnosis
o Incident escalation
o Investigation and diagnosis
o Resolution and recovery
o Incident closure

4. What are the On Hold Reasons?

Awaiting Caller, Awaiting Change, Awaiting Problem and Awaiting Vendor.

5. Where can priority matrix values based on Impact and Urgency be updated?

Ans: Incident priority and data lookup rules