Incident Management
What is the SLA to resolve a P1?
What is What is 2 hours
What does PRB stand for?
What is a Problem
CI
What is Configuration Item
When a major incident comes in who does the Incident Manager on call open chat a chat with to perform initial triage?
What is Major Incident team and Caller
What is the type of change that would be associated to an ACTIVE Major Incident?
What is an EBF (or Emergency Break Fix)
What ServiceNow data field on the Incident, Problem, and Change records represents the Customer Experience (external or internal)?
What is the Business Service field
All _____ ______ need a Problem Ticket associated to them.
What is Major Incidents
PD
What is PagerDuty
What is the turnaround time to complete a PIR after resolution?
What is 24 hours (will also accept the next business day)
Who is paged and looped in to give final approval on an EBF?
What is the L2 on-call person
In an incident record, what is the field name where a user would record a change request which caused the incident?
What is the Caused By Change field
A temporary solution that can be used for dealing with related incidents while a permanent solution for the Problem is being developed.
What is a Workaround
CAB
What is Change Advisory Board
How quickly should a bridge call link should be created and pinned in the incident chat for a P1 (and sometimes a P2)?
What is 15 minutes
Name one type of change where executive approval is needed?
What is an ACR or EBF (will also accept ACR or Normal Change outside of normal deployment time)
What two fields in SNOW calculate Priority?
What is urgency and impact
What is the SLA to complete an RCA and deploy a resolution for a non-major incident?
What is 6 weeks
SRE
What is Site Reliability Engineering
What chat status does “AC” stand for?
What is "Awaiting Change (EBF) to be deployed"
What closure code for an incident revolves around issues with a change?
What is Change Failure/Deployment Issues
What are three of the Cause Legend categories?
What is (three of the following): Certificate, Change Failure/Deployment Issue, Compliance, Data Quality, Inconclusive, Infrastructure and Technology, Investigating, Network/Cloud, Process Gap - Manual Error, Product Defects, Product Gap, Security, Self Healed, Tech Debt, Third Party Software Issue, Vendor Caused
How often should a team be logging action in a PRB for major incidents?
What is daily
CMDB
What is Configuration Management Database
What is the formula for creating a chat name? / How do you label a chat?
What is [Status] – PX - INC# – Short description
In SNOW on an incident record what tab houses various change and/or ticket numbers of an incident?
What is Related Records