it's Broke NOW
She is SBM's virtual employee resource assistant.
Who is SERA?
This is where you would enter time spent on a specific task.
What is Time Card?
Which Knowledge Base is visible to business users?
What is Self-Help Knowledge?
This awesome guy is the CAB manager.
Who is Mike Strieby?
This is the name of the ITSM system we are using to manage incident, change, problem, time, service request, and knowledge.
What is NOW?
This is the easiest way to search for any module in NOW.
What is the Filter Navigator?
This portal is used to manage both time sheets and time cards.
What is Knowledge Worker Portal?
True or False - knowledge articles do not expire.
What is False?
Type of change that gets approved by CAB.
What is Normal Change?
He is the current NOW administrator and he likes to fly.
Who is Shaun Sadler?
An agreement defined by the business to determine the response time and resolution time of an incident.
What is an SLA?
This is a collection of time cards.
What is Time Sheet?
In order edit a published knowledge article, this must be done.
What is Checkout?
This is a type of change that undergoes less scrutiny due to low risk. Future CAB review and approval is not required after approval of initial template.
What is an standard change?
This is the name of the current version of our SNOW instances.
What is Kingston?
The amount of days the incident will stay in the Resolved state before it closes.
What is 7 days?
DAILY DOUBLE
Other than assigned Tasks, you can record under these other categories - Admin, Training, Time off, and this ____________________.
This is the only type of file that can be used to import an article into the Knowledge Base.
What is MS Word?
This weekly day and time is designated for CAB meetings to review normal changes.
What is every Friday at 9am?
If you want to order a can of air, this is what you need to do.
What is submit a Service Request?
This severity level has a response time of 2 hours and resolution time of 8 hours.
What is Severity 2?
This is the latest DAY and TIME a time sheet can be submitted.
What is Monday, 10am?
Name the 3 knowledge bases built in NOW.
What is Information Technology, Self-Help Knowledge, and SOP?
This is the step-by-step procedure required to implement a change. This should include who may need to perform the work, any clarity required to perform steps, and any dependencies for each step.
What is an implementation plan?
This type of analysis must be done prior to resolving a problem.
What is Root Cause Analysis?