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What are the Incident Management?
Deals with unplanned interruptions to IT Services or reductions in their quality<br> Failure of a configuration item that has not impacted service is also an incident (e.g. Disk in RAID failure) Reported by:<br><br> Users <br> Technical Staff <br> Monitoring Tools <br>
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What is A Service Level Agreement, or SLA?
How many types of Agreement between the provider and the customer?
Explain the SLA Components?
Explain SLA Definition?
Explain Task SLA?
Explain how SLA and workflow work together?
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Some common Pitfalls Of Update set?
Customizations in an Update Set?
Practical Session
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What is Notification in ServiceNow and how it is Used continues?
What is anEvent in Notofication?
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Configuring notifications for Email tasks.?
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Email Basic Setup?
How does System Mailboxes work in serviceNow?
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what is Graphical Workflow Editor?
Explain Workflow Activities?
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Within an organization, who typically uses the CMDB and why?
Configuration Overview
Explain how Service-Now auto-discovery?
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The Process of change continue?
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Domain Separation - Basics?
Data Separation, how?
What is the Domain Visibility?
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Contains Domains vs Visibility Domains?
Domain Separation Plugins ...
What is Incident Management?
The Process of an Incident
The Process of an Incident continue?
IT Service Management- What is Service ?
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What are the IT Service Management ?
Core ITSM Disciplines?
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How Problem process works?
How Problem process works continue?
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ServiceNow Release Terminology?
ServiceNow - ITSM Platform
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Mention Service Strategy divisions?
Mention Service Design divisions?
Mention Service Operation divisions?
Mention Service Transition divition?
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Mention the Activities of Service Strategy ?
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Report Types
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Report Output Formats?
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Copy a Report?
Delete a Report?
Network Performance?
Application Server
Browser?
Performance & Tuning?
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Step 1 – Daily instance performance?
Review the System Diagnostics homepage?
Review the previous day’s slow transactions?
Review the previous day’s slow transactions
Consider your use cases
Step 2 – Weekly instance performance
Configure scheduled jobs to use “Burst” scheduler workers?
Check for repeated errors in the error log?
Find log files over 1 GB
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Step 3 – Monthly instance performance?
Monitor your table growth rates
Clean your tables?
Review the Slow Queries log?
Step 4 – Quarterly instance performance?
Step 5 – Continually improve your instance?
The takeaway
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What Criteria The Business Rule is based on?
What are the database operations that the system takes on the record
What is GlideRecord?
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What is blackout?
The recommended amount of Record in update set is ?
In real life situation, what does the Project Manager do?
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It is a good practice to limit the code run on the client side than the server side True or False?
Ahat define a defines a condition? •
The data saved to where?
Column is a field and a row is a What?
What steps will you take to load data from spreadsheet?
Coalescing on a field (or set of fields. means the field will be used as a unique key
Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well
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In which table user to group mapping is stored?
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Which of the following is A N objective of Service Operation?
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The priority of an Incident refers to?
Which are the missing Service Operation processes from the following?
The BEST definition of an event is?
Technical Management IS responsible for?
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Client Script Types Continue?
Client Script Types-onChange
Script Includes?
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Some Examples Tips
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Case Study for * vs. None
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Three Separate Records of service request?
What is an incident?
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How do you fix bugs in Production?
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