CIS-ITSM · Question #52
What tools are available to the assignee to help resolve an incident? Choose 2 answers
The correct answer is A. Resolutions from similar incidents B. Known Errors. ServiceNow provides incident assignees with resolutions from similar incidents and Known Errors as built-in tools to help diagnose and resolve incidents efficiently.
Question
What tools are available to the assignee to help resolve an incident? Choose 2 answers
Options
- AResolutions from similar incidents
- BKnown Errors
- CCI Class Manager
- DEnterprise CMDB Dashboard
- EIncident Overview Dashboard
How the community answered
(55 responses)- A93% (51)
- D2% (1)
- E5% (3)
Why each option
ServiceNow provides incident assignees with resolutions from similar incidents and Known Errors as built-in tools to help diagnose and resolve incidents efficiently.
The 'Similar Incidents' feature surfaces previously resolved incidents that share characteristics with the current one, allowing assignees to apply proven resolutions without starting from scratch.
Known Errors, linked from the Problem Management process, document confirmed bugs or issues with documented workarounds, giving assignees immediate actionable guidance for recurring or known issues.
The CI Class Manager is a CMDB administration tool used to manage configuration item class definitions; it is not an incident resolution aid for assignees.
The Enterprise CMDB Dashboard is a management-level reporting view of CMDB health and data quality, not a tool for resolving individual incidents.
The Incident Overview Dashboard provides aggregate metrics and trends for managers and team leads; it is not a resolution tool available to individual incident assignees.
Concept tested: Incident resolution tools - similar incidents and Known Errors
Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-management/concept/c_IncidentManagement.html
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