Incident Management
Three methods for contacting the Command Center
Phone, Email, MS Teams
Planned changes that need to be shared with the company are conveyed through this communication channel
Informational Advisory
Problem management reduces these by identifying and fixing root causes
Incidents
Grafana
First step in the Migration Checklist
Application Overview
MTTR for resolving a Critical major incident
60 minutes
Lead time for Moderate and Low changes
3 days
Root cause category that involves procedures that were not followed
People/Process Failure
Tool used to track service-level objectives
Nobl9
Tool used to page support teams
Everbridge
NABO stands for
North America Business Operations
Three types of change requests
Standard, Normal, Emergency
Target closure time of High problem tickets
60 days
Alerting profiles are created in this tool
Dynatrace
Jira
Two tools used prior to ServiceNow to raise request tickets and advisories
IT Connect and SmartIT
Full Cycle Testing is performed in the FIRST environment. FIRST stands for...
Fully Integrated Repeatable System Test
Root cause category with no immediate solution
Known Error
SRE stands for
Site Reliability Engineering
Number of steps on the Platform Migration Checklist
16
These six countries have recently been restricted from accessing US sensitive data
China, Russia, North Korea, Iran, Cuba, and Venezuela
5 SOX Freeze months
March, June, September, November, December
Type of problem management that requires regular reviews to identify trends
Proactive Problem Management
Four Golden Signals
Errors, Latency, Traffic, Saturation
This tool is being decommissioned and the data is moving to ServiceNow to track EAMS records
Application Portfolio Management