Incident Management in Servicenow - Interview Questions

[Shashank_Jain]

1. What is an Incident- 

Anything broken or any disruptions occur in services is known as an Incident.

2. What is an Incident Management

Incident Management is a process to restore normal service operations as quickly as possible keeping in mind that it creates low impact on business and maintains a proper quality.

Ex - 1.Unable to access a folder , server is down , Not able to login Citrix VDI

3. What is a normal flow of an Incident -

User submits an incident → Incident is created —> Incident is assigned to an assignment group —> Incident is assigned to ITIL agent  —> ITIL agent starts working on incident —> Resolved.

4.How an Incident can be submitted -

Service desk , Email , Phone , Self Service , Chat.

5.Who work on an Incident - In Servicenow user with ITIL role works on an incident. These roles are given to agents who are IT experts and capable of resolving the incident.

6.When should I create an incident vs Request? - In servicenow incident is created when a disruption or any degradation in IT services occur while request is being created when you put a formal request to the IT service desk to provide something.

7. How can I assign an incident to a group or a user? - We can assign incident to a group or a user manually or we can use System Policy > Rules > Assignment Lookup rules. On assignment lookup rules we define category and subcategory on the basis of that we select assigned to.

8.Form Layout of an Incident -

Number, Caller, Category, Subcategory, Service, Service Offering, Configuration Item, Short Description, Channel, State, Impact, Urgency, Priority, Assigned to, Assignment Group

Related Tabs -

Notes - Watchlist , Worknotes list , Additional Comments , Worknotes

Related Records - Parent Incident, Problem, Change Request, Caused by change

Resolution Information - Resolution Code, Resolution Notes, Knowledge, Resolved by, Resolved

Related Tabs - Task SLAs ,  Affected CIs , Impacted Services/CIs , Child Incidents

9. State Model Flow of an Incident - NEW -> IN PROGRESS ->ON HOLD (ON HOLD REASONS - AWAITING CHANGE , AWAITING CALLER, AWAITING PROBLEM, AWAITING VENDOR) -> RESOLVED ->CLOSED ->CANCELLED

10. Working on an Incident - 

1. Incident Investigation -Diagnosing the incident , checking other incidents raised by the same caller , Asking for more information from the end users , Updating Worknotes.

2. Incident Promotion - Convert incident into problem , change and request.

3. Incident Escalation - Incident escalated to the next level if not resolved.

11. What is triage in Incident management - In incident management triage two activities are performed - Classify the incident into right assignment group and Involving right set of people to resolve the incident.

12. Difference between copying an incident and creating a child incident - Copying an incident simply means copying the details of an exisiting record and creating a new incident and there is not relationship between original source incident and copied incident 

Creating a child Incident - Creating a child incident copies the details of the parent incident and associates the new incident to the parent incident

[pabbuakhila]

hi sir/mam

can u please provide the interview on service catalog, glide api's,inicdent,change and problem