ServiceNow CIS ITSM Exam Prep Questions and Correct Answers

ServiceNow CIS ITSM Exam Prep Questions and Correct Answers Value of Incident Management - Correct Answer 1. Restore service faster 2. Minimize service interruptions 3. More efficient identification, prioritization and resolution of incidents 4. Escalation to correct groups leads to faster resolution Benchmarks or KPIs for Incident - Correct Answer % of: high priority incidents resolved incidents resolved on first assignment Incidents resolved within SLA Reopened Incidents Avg time to: resolve high priority incident resolve incident Incident Lifecycle - Correct Answer 1. Create and classify 2. Investigate and diagnose 3. Resolve and close Incident: Activities during Create and classify stage - Correct Answer 1. Log incident 2. Define and classify incident details 3. Specify CI that is impacted 4. Assign the incident Incident: What is the state of an incident during the Create and Classify stage - Correct Answer New Incident: What are th