ServiceNow CIS-ITSM flashcards
ServiceNow CIS-ITSM · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- ITIL 4 four dimensions
- Organizations and people, information and technology, partners and suppliers, and value streams and processes. All four must be balanced for effective service management.
- Service value chain activities
- Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support. These six activities convert demand into value through products and services.
- Impact and urgency
- Impact measures how broadly a service is affected; urgency measures how quickly resolution is needed. ServiceNow's priority matrix combines both to produce a priority value.
- itil role
- A ServiceNow role containing sn_incident_write, sn_problem_write, and sn_change_write. Users with itil can create and update incidents, problems, and changes; it is the standard role for ITSM agents.
- On Hold reasons
- Awaiting Caller, Awaiting Change, Awaiting Problem, and Awaiting Vendor. The On Hold state with one of these reasons typically pauses SLA timers when a pause condition is configured.
- Major incident workbench
- A ServiceNow workspace for handling major incidents. It supports stakeholder communications, tracking of related incidents, and the post-incident review that follows resolution.
- Incident resolution information
- Before an incident moves to Resolved, ServiceNow requires a resolution code and resolution notes that record how the issue was fixed.
- Incident reopen
- When a caller adds a comment to a resolved or closed incident, ServiceNow can automatically return it to In Progress if reopen behavior is enabled.
- Known error
- A problem record with a documented root cause and workaround. In ServiceNow the Known error flag is set and the workaround field is populated so the desk can apply it.
- Problem states
- New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed. A problem moves through these states as investigation, fix, and verification proceed.
- Reactive vs proactive
- Reactive problem management investigates causes after incidents occur. Proactive problem management analyzes trends and monitoring data to find and eliminate causes before incidents happen.
- Problem task
- A child record of a problem used to assign a piece of investigation or fix work to an individual or group, tracked separately from the parent problem.
- Standard change
- A pre-approved, low-risk change with a documented procedure, created from a standard change template. It requires no CAB approval and is often requested from the service catalog.
- Normal change lifecycle
- New, Assess, Authorize, Scheduled, Implement, Review, Closed, with Canceled available from the active states. Normal changes require approval, usually from the change manager or CAB.
- Emergency change
- A change that must be implemented immediately to restore service or prevent major impact. It uses an expedited approval path, typically from the emergency CAB (ECAB).
- Unauthorized change
- A change made to a configuration item without an approved change request. It is detected when the CI's actual state differs from the authorized state.
- Article lifecycle states
- Draft, In Review, Published, and Retired. Articles move through review and approval before publication, and retired articles stay on record but drop out of search.
- User criteria
- Records that define which users, groups, companies, or departments can read, or cannot read, a knowledge article or an entire knowledge base.
- Knowledge block
- A reusable content fragment stored separately and embedded in multiple knowledge articles, so the shared text can be updated in one place.
- Knowledge ownership group
- The group accountable for an article or knowledge base. Its members need knowledge roles to create, edit, and publish content owned by that group.
- Requested item (sc_req_item)
- The record created for each catalog item ordered on a request. Each requested item carries its own variables, approvals, tasks, and fulfillment state.
- Record producer
- A catalog item that creates a record on another table, such as an incident or a case, instead of generating a requested item.
- Order guide
- A catalog item that bundles several catalog items into one request, letting a user order multiple items with a single checkout.
- Variable set
- A reusable collection of catalog variables that can be attached to many catalog items, keeping questions and formats consistent across the catalog.
- Identification and Reconciliation Engine
- ServiceNow's IRE applies data source precedence, identification rules, and reconciliation rules to decide whether an incoming CI payload creates a new CI or updates an existing one.
- CI relationships
- Stored in cmdb_rel_ci, each relationship links two CIs with a type such as Depends on, Used by, Contains, or Runs on.
- CMDB health metrics
- Completeness, correctness, and compliance scores that flag missing attributes, orphan CIs, duplicate CIs, and stale CIs in the CMDB.
- Common Service Data Model
- CSDM is a prescriptive set of CI classes and relationships structured in layers from Foundation (shared data) through Design, Build, and Manage, aligning the CMDB to services.
- SLA definition
- A record that sets the task table, start, pause, and stop conditions, duration, and schedule used to generate task SLA records for matching tasks.
- Task SLA
- A record on task_sla created when a task meets an SLA definition's start condition. It tracks stage, elapsed percentage, and whether the target was breached.
- Operational Level Agreement
- An internal SLA definition that measures one internal team's commitment to another, supporting the customer-facing SLA that depends on it.
- SLA pause condition
- A condition on an SLA definition that temporarily stops the SLA clock, commonly when an incident is set to On Hold awaiting the caller.