title
ServiceNow Ticketing Tool | Understanding Incident Management In ServiceNow | Edureka

description
🔥 Edureka Online Training (Use Code "𝐘𝐎𝐔𝐓𝐔𝐁𝐄𝟐𝟎"): https://www.edureka.co/search This Edureka " ServiceNow Ticketing Tool " video will help you to get started with ServiceNow Ticketing Tool. This video mostly focuses on ServiceNow IT Service Management and Incident Management in particular. Subscribe to our channel to get video updates. Hit the subscribe button above. #ServiceNowTicketingTool #ServiceNowTutorial #ServiceNowDemo #ServiceNow #ITSM #ITServiceManagement # ServiceNowTraining #WhatIsServiceNow #ServiceNowCertification #ServiceNowCertifiedSystemAdministrator #ServiceNowPlatform ---------------------------------------------------------------------------------------------------------------------------------------------- How it Works? 1. This is a 3 Week Instructor led Online Course, which would include assignments & sufficient hands-on. 2. We have a 24x7 One-on-One LIVE Technical Support to help you with any problems you might face or any clarifications you may require during the course. 3. At the end of the training you will be working on a real-time project for which we will provide you a Grade and a Verifiable Certificate! -------------------------------------------------------------------- About the Course Edureka's ‘ServiceNow System Administration’ Training is designed for IT professionals and System Administrators who are new to the ServiceNow ecosystem. In this training, you will learn to implement various system administration functions, configure and perform fundamental administration tasks. You will: · Perform core configuration tasks and understand User Interface (UI) policies, data policies, UI actions, business rules and client scripts · Understanding basics of ServiceNow table structuring, its relationships and administration · Learn administration of users and basics of application security · Learn important concepts of Configuration management database (CMBD) in ServiceNow · Import sets and update sets · Create workflow activities and approvals · Understand knowledge base and ServiceNow service catalog · Configure alerts and notifications · Generate reports · Configure SLAs · Learn how to customize and perform branding of instance · Using the social features in ServiceNow ---------------------------------------------------------------------- Who should go for this course? This ServiceNow Admin training is designed for the IT professionals who want to pursue a career in Cloud Computing and become ServiceNow Administrator. This ServiceNow course is a best fit for: · Professionals who are working or want to work in Cloud Computing platform · Functional consultants who are looking to switch to ServiceNow · Freshers who want to start their career in Cloud computing · Developers who have experience in C#, Java, JavaScript ----------------------------------------------------------------------- Why learn ServiceNow? ServiceNow System Administration Certification Training will make you an expert in the concepts related to Administration of ServiceNow. This course will help you to pass ServiceNow System Administration Certification Exam, and acts as a pre-requisite for Advanced ServiceNow Certifications. ------------------------------------------------------------------------ For more information, please write back to us at sales@edureka.co or call us at IND: 9606058406 / US: 18338555775 (toll free). Website: https://www.edureka.co/servicenow-admin-certification-training Facebook: https://www.facebook.com/edurekaIN/ Twitter: https://twitter.com/edurekain LinkedIn: https://www.linkedin.com/company/edureka

detail
{'title': 'ServiceNow Ticketing Tool | Understanding Incident Management In ServiceNow | Edureka', 'heatmap': [{'end': 998.153, 'start': 955.261, 'weight': 1}, {'end': 1246.779, 'start': 1211.828, 'weight': 0.729}, {'end': 1818.379, 'start': 1735.034, 'weight': 0.843}, {'end': 2315.788, 'start': 2253.021, 'weight': 0.718}, {'end': 2397.821, 'start': 2366.849, 'weight': 0.879}], 'summary': "Delves into servicenow's evolution from 'ticketing' to 'incident management', it service management, incident prioritization and impact analysis, resolution and restoration, incident investigation, and servicenow's incident management features.", 'chapters': [{'end': 223.543, 'segs': [{'end': 74.536, 'src': 'embed', 'start': 28.682, 'weight': 0, 'content': [{'end': 34.907, 'text': 'a full-fledged application platform that actually started its journey being a simple ticketing tool.', 'start': 28.682, 'duration': 6.225}, {'end': 40.471, 'text': 'Now when we say ticketing the usage of this word ticketing tool is something of the past.', 'start': 35.167, 'duration': 5.304}, {'end': 47.358, 'text': 'and henceforth, when I start this, I would not be referring to the word ticketing anymore in this,', 'start': 41.231, 'duration': 6.127}, {'end': 53.624, 'text': 'but I would be rather using the more appropriate term, which is incident management in this case,', 'start': 47.358, 'duration': 6.266}, {'end': 59.49, 'text': 'as incidents are what technically it means when you use the word ticket.', 'start': 53.624, 'duration': 5.866}, {'end': 65.312, 'text': 'So, rather than using the word ticket, we would, from now on, would use the word incidents,', 'start': 60.01, 'duration': 5.302}, {'end': 74.536, 'text': 'as incident is something that technically takes care of the process and the function of help desk as a first year for customer support.', 'start': 65.312, 'duration': 9.224}], 'summary': 'An application platform evolved from a ticketing tool to incident management, emphasizing the shift in terminology and focus on customer support.', 'duration': 45.854, 'max_score': 28.682, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo28682.jpg'}, {'end': 164.462, 'src': 'embed', 'start': 137.941, 'weight': 1, 'content': [{'end': 145.503, 'text': 'and in the context of this video we would be going into detail of the business process, namely the incident management,', 'start': 137.941, 'duration': 7.562}, {'end': 147.804, 'text': 'and ServiceNow was founded by Fred Luddy.', 'start': 145.503, 'duration': 2.301}, {'end': 154.649, 'text': 'in fact, one of the interesting facts about ServiceNow is that, once At first this platform was built by Fred Luddy,', 'start': 147.804, 'duration': 6.845}, {'end': 164.462, 'text': 'the simple use case he had used in ServiceNow to showcase the power of the platform was something that looked like the incident management application,', 'start': 154.649, 'duration': 9.813}], 'summary': 'Servicenow was founded by fred luddy and initially showcased the incident management application.', 'duration': 26.521, 'max_score': 137.941, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo137941.jpg'}, {'end': 223.543, 'src': 'embed', 'start': 175.874, 'weight': 2, 'content': [{'end': 181.159, 'text': 'So there are many other systems like ServiceNow which are currently available in market.', 'start': 175.874, 'duration': 5.285}, {'end': 183.941, 'text': 'One of them being Remedy, BMC Remedy.', 'start': 181.559, 'duration': 2.382}, {'end': 187.344, 'text': "It's also one of the biggest competitors of ServiceNow.", 'start': 184.322, 'duration': 3.022}, {'end': 194.289, 'text': 'So, that being said about ServiceNow, We are just going to touch about again something that we talked about, that is,', 'start': 187.665, 'duration': 6.624}, {'end': 199.292, 'text': 'ServiceNow as a PaaS and what really differentiates ServiceNow from other platforms.', 'start': 194.289, 'duration': 5.003}, {'end': 207.636, 'text': 'So the PaaS offering of ServiceNow has, as part of their cloud platform, various aspects such as analytics,', 'start': 199.692, 'duration': 7.944}, {'end': 211.418, 'text': 'the incredible user experience and the developer platform,', 'start': 207.636, 'duration': 3.782}, {'end': 218.222, 'text': 'which makes it a PaaS very easy to deliver any kind of functionality or customization across to the customer.', 'start': 211.418, 'duration': 6.804}, {'end': 223.543, 'text': 'and this is all on top built with the mindset of security first.', 'start': 218.542, 'duration': 5.001}], 'summary': 'Servicenow, a paas, offers analytics, user experience, and developer platform, distinguishing it from competitors like remedy.', 'duration': 47.669, 'max_score': 175.874, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo175874.jpg'}], 'start': 0.069, 'title': 'Servicenow basics and incident management', 'summary': "Introduces the evolution of servicenow and its shift from 'ticketing' to 'incident management' and provides an overview of servicenow's incident management process, including its relevance to it service management and the itil process, platform's history, and competitive landscape.", 'chapters': [{'end': 74.536, 'start': 0.069, 'title': 'Introduction to servicenow basics', 'summary': "Introduces the evolution of servicenow from a ticketing tool to a full-fledged application platform, emphasizing the shift from 'ticketing' to 'incident management' for customer support.", 'duration': 74.467, 'highlights': ['ServiceNow has evolved from a ticketing tool to a full-fledged application platform, emphasizing incident management for customer support.', "The term 'ticketing' is now replaced by 'incident management' to better represent the technical process and function of help desk for customer support."]}, {'end': 223.543, 'start': 74.916, 'title': 'Servicenow incident management overview', 'summary': "Provides an overview of servicenow's incident management process, including its relevance to it service management and the itil process, along with insights into the platform's history and competitive landscape.", 'duration': 148.627, 'highlights': ["ServiceNow was founded by Fred Luddy, who initially used incident management as a showcase for the platform's capabilities, emphasizing the need for workflow and processes in incident resolution. Fred Luddy founded ServiceNow and used incident management as a demonstration of the platform's capabilities, highlighting the necessity for workflows and processes in incident resolution.", "ServiceNow's Platform as a Service (PaaS) offering includes aspects like analytics, user experience, and a developer platform, emphasizing its focus on security and ease of customization. ServiceNow's PaaS offering encompasses analytics, user experience, and developer platform, prioritizing security and customization ease.", 'Remedy, specifically BMC Remedy, is highlighted as one of the major competitors of ServiceNow in the IT service management space. BMC Remedy is mentioned as a significant competitor to ServiceNow in the IT service management domain.']}], 'duration': 223.474, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo69.jpg', 'highlights': ['ServiceNow has evolved from a ticketing tool to a full-fledged application platform, emphasizing incident management for customer support.', "ServiceNow was founded by Fred Luddy, who initially used incident management as a showcase for the platform's capabilities, emphasizing the need for workflow and processes in incident resolution.", "ServiceNow's Platform as a Service (PaaS) offering includes aspects like analytics, user experience, and a developer platform, emphasizing its focus on security and ease of customization.", "The term 'ticketing' is now replaced by 'incident management' to better represent the technical process and function of help desk for customer support.", "Fred Luddy founded ServiceNow and used incident management as a demonstration of the platform's capabilities, highlighting the necessity for workflows and processes in incident resolution.", 'Remedy, specifically BMC Remedy, is highlighted as one of the major competitors of ServiceNow in the IT service management space.']}, {'end': 425.096, 'segs': [{'end': 265.628, 'src': 'embed', 'start': 223.963, 'weight': 0, 'content': [{'end': 229.525, 'text': 'So, as you can see, security is something that is taught in the initial stages of building the platform.', 'start': 223.963, 'duration': 5.562}, {'end': 233.385, 'text': 'is that not something that was taken care as a later add-on?', 'start': 229.525, 'duration': 3.86}, {'end': 240.107, 'text': 'So in simple sense ServiceNow is a cloud platform and it resides on the internet and not on your local computer.', 'start': 233.685, 'duration': 6.422}, {'end': 244.888, 'text': 'Now. how does ServiceNow fit into the IT service management world??', 'start': 240.447, 'duration': 4.441}, {'end': 252.835, 'text': 'IT Service Management is a set of activity or process that an organization follows as part of their operations.', 'start': 245.408, 'duration': 7.427}, {'end': 263.025, 'text': 'Now. some of the processes that you would get aware of now and in subsequent part of Learning Service now are processes named as Incident Management,', 'start': 253.476, 'duration': 9.549}, {'end': 265.628, 'text': 'Problem Management, Change Management and Release Management.', 'start': 263.025, 'duration': 2.603}], 'summary': 'Servicenow emphasizes security in initial platform development. it fits into it service management world through processes like incident, problem, change, and release management.', 'duration': 41.665, 'max_score': 223.963, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo223963.jpg'}, {'end': 397.808, 'src': 'embed', 'start': 370.959, 'weight': 2, 'content': [{'end': 379.72, 'text': 'That would be more of a root cause fix, that is, by finding the real reason why this happened, having an investigation and a deep dive into it,', 'start': 370.959, 'duration': 8.761}, {'end': 382.241, 'text': 'and then fixing the root cause issue of it.', 'start': 379.72, 'duration': 2.521}, {'end': 385.442, 'text': "and that's where the problem management comes into picture now.", 'start': 382.621, 'duration': 2.821}, {'end': 390.885, 'text': 'problem management as a case would have the root cause, which requires to be fixed.', 'start': 385.442, 'duration': 5.443}, {'end': 397.808, 'text': 'having a lot of different changes that needs to be done on the system that is currently running live like, for example,', 'start': 390.885, 'duration': 6.923}], 'summary': 'Implement problem management to fix root cause issues and make system changes.', 'duration': 26.849, 'max_score': 370.959, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo370959.jpg'}, {'end': 438.722, 'src': 'embed', 'start': 408.092, 'weight': 3, 'content': [{'end': 415.734, 'text': 'The customer support would be getting the issue reported by the customer and the customer support would log the incident as so,', 'start': 408.092, 'duration': 7.642}, {'end': 417.234, 'text': 'and so it could be the fact.', 'start': 415.734, 'duration': 1.5}, {'end': 425.096, 'text': "Let's say for an example, the user in context is not able to key in the dates of his travel, which is a big issue.", 'start': 417.334, 'duration': 7.762}, {'end': 438.722, 'text': 'Now the investigation team would look into it and understand there is a small fix that they can do while on the run and for the longer run they would need to do another fix which would fix this problem once and for all.', 'start': 425.376, 'duration': 13.346}], 'summary': 'Customer support logs travel date input issue, short-term fix available, long-term fix planned.', 'duration': 30.63, 'max_score': 408.092, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo408092.jpg'}], 'start': 223.963, 'title': 'Introduction to it service management', 'summary': 'Introduces it service management, including incident management, problem management, change management, and release management in the context of servicenow, emphasizing the significance of security in the early stages of platform development.', 'chapters': [{'end': 425.096, 'start': 223.963, 'title': 'Introduction to it service management', 'summary': 'Introduces it service management as a set of processes for managing services, including incident management, problem management, change management, and release management in the context of servicenow, highlighting the importance of security in the initial stages of platform building.', 'duration': 201.133, 'highlights': ['The chapter emphasizes the importance of security being taught in the initial stages of building the platform, highlighting that ServiceNow is a cloud platform residing on the internet, not on local computers.', 'It explains the role of IT Service Management processes such as Incident Management, Problem Management, Change Management, and Release Management in ensuring smooth operations of services, with a focus on managing customer issues and root cause fixes.', 'The chapter provides examples of customer issues and resolutions, including temporary workarounds and root cause fixes, illustrating the practical application of Problem Management in real scenarios.', "It highlights the significance of Incident Management in addressing customer-reported issues, such as the example of a railway ticketing application's user being unable to key in travel dates, emphasizing the impact on customer experience and the need for efficient incident resolution."]}], 'duration': 201.133, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo223963.jpg', 'highlights': ['The chapter emphasizes the importance of security being taught in the initial stages of building the platform, highlighting that ServiceNow is a cloud platform residing on the internet, not on local computers.', 'It explains the role of IT Service Management processes such as Incident Management, Problem Management, Change Management, and Release Management in ensuring smooth operations of services, with a focus on managing customer issues and root cause fixes.', 'The chapter provides examples of customer issues and resolutions, including temporary workarounds and root cause fixes, illustrating the practical application of Problem Management in real scenarios.', "It highlights the significance of Incident Management in addressing customer-reported issues, such as the example of a railway ticketing application's user being unable to key in travel dates, emphasizing the impact on customer experience and the need for efficient incident resolution."]}, {'end': 864.409, 'segs': [{'end': 464.335, 'src': 'embed', 'start': 440.243, 'weight': 0, 'content': [{'end': 448.848, 'text': 'the immediate fix that the user is given is something that happens through incident management and the root cause fix is something that happens to the problem management.', 'start': 440.243, 'duration': 8.605}, {'end': 453.51, 'text': 'and, in simpler terms, change management and release management our processes.', 'start': 449.088, 'duration': 4.422}, {'end': 457.652, 'text': 'that comes along with problem management, normally in the best practice world.', 'start': 453.51, 'duration': 4.142}, {'end': 461.374, 'text': 'These are processes that are again best practices.', 'start': 457.912, 'duration': 3.462}, {'end': 464.335, 'text': 'There is no one single way of doing these processes,', 'start': 461.454, 'duration': 2.881}], 'summary': 'Incident management and problem management are part of best practice processes with no one single way of implementation.', 'duration': 24.092, 'max_score': 440.243, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo440243.jpg'}, {'end': 495.972, 'src': 'embed', 'start': 473.8, 'weight': 1, 'content': [{'end': 489.708, 'text': 'incident management is defined as an event or any kind of interruption which is unplanned and that necessarily involves in the reduction of the quality of a service being delivered or in some way being deteriorated in terms of the quality.', 'start': 473.8, 'duration': 15.908}, {'end': 495.972, 'text': 'So incident management is the processes that comes and handles any kind of incident.', 'start': 489.968, 'duration': 6.004}], 'summary': 'Incident management addresses unplanned interruptions in service delivery.', 'duration': 22.172, 'max_score': 473.8, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo473800.jpg'}, {'end': 639.859, 'src': 'embed', 'start': 613.661, 'weight': 3, 'content': [{'end': 621.346, 'text': 'So the detect and record would be the part of the process where, in a particular customer calling up the customer support,', 'start': 613.661, 'duration': 7.685}, {'end': 629.551, 'text': 'saying he or she has a particular issue, an example of an issue could be as simple as maybe the browser not connecting to the internet,', 'start': 621.346, 'duration': 8.205}, {'end': 632.073, 'text': 'or it could be something like the desktop node opening up.', 'start': 629.551, 'duration': 2.522}, {'end': 639.859, 'text': 'or in many advanced cases there could be network issues inside organization which would be reported against the appropriate team.', 'start': 632.393, 'duration': 7.466}], 'summary': 'Customer support records various issues, including browser and network problems.', 'duration': 26.198, 'max_score': 613.661, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo613661.jpg'}, {'end': 768.039, 'src': 'embed', 'start': 740.589, 'weight': 5, 'content': [{'end': 745.651, 'text': 'So there could be different ways an organization can decide to classify a product.', 'start': 740.589, 'duration': 5.062}, {'end': 751.853, 'text': 'So that could be one part that incident management would take care of in the part of classification.', 'start': 745.931, 'duration': 5.922}, {'end': 760.136, 'text': 'Now it depends upon the urgency and the impact of an issue that the incident gets prioritized on the basis of.', 'start': 752.073, 'duration': 8.063}, {'end': 768.039, 'text': 'Now in a huge organization there could be issues that can vary from very urgent to not so urgent issues.', 'start': 760.477, 'duration': 7.562}], 'summary': 'Incident management prioritizes issues based on urgency and impact in organizations.', 'duration': 27.45, 'max_score': 740.589, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo740589.jpg'}, {'end': 872.851, 'src': 'embed', 'start': 846.224, 'weight': 6, 'content': [{'end': 854.126, 'text': 'From this itself you can understand the detect and record part, and the classify would really play an important role in investigation,', 'start': 846.224, 'duration': 7.902}, {'end': 864.409, 'text': 'because investigation really relies upon the information that is being created or recorded or stored so that the team, in context, can investigate it.', 'start': 854.126, 'duration': 10.283}, {'end': 872.851, 'text': "Once it is investigated and diagnosed, it is the next step of the team who's handling the issue to resolve and restore the service.", 'start': 864.809, 'duration': 8.042}], 'summary': 'Detection, classification, and investigation play critical roles in resolving issues and restoring services.', 'duration': 26.627, 'max_score': 846.224, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo846224.jpg'}], 'start': 425.376, 'title': 'Problem and incident management', 'summary': 'Distinguishes between immediate fixes and long-term solutions, emphasizing best practices. it also explains incident management as handling unplanned interruptions to restore normal service operation, including issue detection, classification, prioritization, and investigation.', 'chapters': [{'end': 473.8, 'start': 425.376, 'title': 'Problem management and best practices', 'summary': 'Discusses the distinction between immediate fixes through incident management and long-term fixes through problem management within change and release management processes, emphasizing the importance of best practices.', 'duration': 48.424, 'highlights': ['The immediate fix through incident management and the root cause fix through problem management are crucial distinctions in addressing issues (e.g., system downtime, errors) within change and release management processes.', 'Emphasizes the significance of best practices in change and release management processes and activities for addressing issues within the module.', 'Best practices in change and release management processes are essential for efficient problem management, with no single prescribed method but a focus on following simpler processes and activities.']}, {'end': 864.409, 'start': 473.8, 'title': 'Understanding incident management', 'summary': 'Explains incident management as the process to handle unplanned interruptions, focusing on restoring normal service operation with workarounds, detecting and recording issues, classifying and prioritizing them based on urgency and impact, and investigating and diagnosing the issues.', 'duration': 390.609, 'highlights': ['Incident management is the process to restore normal service operation with workarounds. Incident management aims to restore normal service operation as soon as possible with temporary fixes, known as workarounds, to minimize adverse effects on the business.', 'Detect and record is the first step in incident management, involving identifying and logging customer-reported or automated-detected issues. The detect and record step involves identifying and logging customer-reported or automated-detected issues, such as hardware or software problems, into the incident management application.', 'Classify and prioritize involves categorizing and ranking incidents based on urgency and impact, ensuring appropriate handling by the designated teams. Classify and prioritize involves categorizing incidents (e.g., hardware or software issues) and ranking them based on urgency and impact to ensure appropriate handling by designated teams.', 'Investigate and diagnose step focuses on investigating and understanding the reported issues, relying on the recorded information from the detect and record and classify steps. The investigate and diagnose step focuses on investigating and understanding the reported issues, relying on the recorded information from the detect and record and classify steps to diagnose the issues effectively.']}], 'duration': 439.033, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo425376.jpg', 'highlights': ['The immediate fix through incident management and the root cause fix through problem management are crucial distinctions in addressing issues within change and release management processes.', 'Incident management is the process to restore normal service operation with workarounds.', 'Emphasizes the significance of best practices in change and release management processes and activities for addressing issues within the module.', 'Detect and record is the first step in incident management, involving identifying and logging customer-reported or automated-detected issues.', 'Best practices in change and release management processes are essential for efficient problem management, with no single prescribed method but a focus on following simpler processes and activities.', 'Classify and prioritize involves categorizing and ranking incidents based on urgency and impact, ensuring appropriate handling by the designated teams.', 'Investigate and diagnose step focuses on investigating and understanding the reported issues, relying on the recorded information from the detect and record and classify steps.']}, {'end': 1106.94, 'segs': [{'end': 911.74, 'src': 'embed', 'start': 888.175, 'weight': 0, 'content': [{'end': 896.458, 'text': 'can go ahead and do whatever the activity is that is hindering him in going forward, in helping the business or the organization.', 'start': 888.175, 'duration': 8.283}, {'end': 898, 'text': 'So you need to understand.', 'start': 896.698, 'duration': 1.302}, {'end': 908.315, 'text': 'resolution and restoration is the part wherein there is a quick fix or a step done by the investigating team to ensure the user, in context,', 'start': 898, 'duration': 10.315}, {'end': 911.74, 'text': 'can go ahead with his business as usual or be a you.', 'start': 908.315, 'duration': 3.425}], 'summary': 'Investigating team ensures quick resolution for uninterrupted business operations.', 'duration': 23.565, 'max_score': 888.175, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo888175.jpg'}, {'end': 963.906, 'src': 'embed', 'start': 936.608, 'weight': 1, 'content': [{'end': 940.01, 'text': 'So this is where the customer acknowledgement comes into picture.', 'start': 936.608, 'duration': 3.402}, {'end': 945.814, 'text': 'So incident closure is something that would wait until the customer acknowledges.', 'start': 940.271, 'duration': 5.543}, {'end': 949.957, 'text': 'in most cases, this particular part of the process is mostly automated.', 'start': 945.814, 'duration': 4.143}, {'end': 955.261, 'text': 'That means when the ticket status moves to something called as resolved,', 'start': 950.317, 'duration': 4.944}, {'end': 963.906, 'text': "the system waits for a period of five to six days and if it doesn't see any response or any update from anybody on that,", 'start': 955.261, 'duration': 8.645}], 'summary': 'Incident closure waits for customer acknowledgment, usually automated, with system waiting 5-6 days for response or update.', 'duration': 27.298, 'max_score': 936.608, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo936608.jpg'}, {'end': 998.153, 'src': 'heatmap', 'start': 955.261, 'weight': 1, 'content': [{'end': 963.906, 'text': "the system waits for a period of five to six days and if it doesn't see any response or any update from anybody on that,", 'start': 955.261, 'duration': 8.645}, {'end': 966.408, 'text': 'it would be automatically moved to close.', 'start': 963.906, 'duration': 2.502}, {'end': 971.993, 'text': 'So, now that we understand on a high level the various steps in incident management,', 'start': 967.109, 'duration': 4.884}, {'end': 978.419, 'text': "let's see a particular way in which are the steps involved in step of incident management.", 'start': 971.993, 'duration': 6.426}, {'end': 984.665, 'text': 'The various steps in incident management involves as I said the detection and recording of the incident.', 'start': 978.639, 'duration': 6.026}, {'end': 998.153, 'text': 'Service request is that part of a process which helps in ensuring there is a smooth request system that will help the user procure or fulfill a particular activity or a thing.', 'start': 985.105, 'duration': 13.048}], 'summary': 'System closes incident after 5-6 days of no response. steps involve detection, recording, and service requests.', 'duration': 42.892, 'max_score': 955.261, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo955261.jpg'}, {'end': 1007.116, 'src': 'embed', 'start': 978.639, 'weight': 2, 'content': [{'end': 984.665, 'text': 'The various steps in incident management involves as I said the detection and recording of the incident.', 'start': 978.639, 'duration': 6.026}, {'end': 998.153, 'text': 'Service request is that part of a process which helps in ensuring there is a smooth request system that will help the user procure or fulfill a particular activity or a thing.', 'start': 985.105, 'duration': 13.048}, {'end': 1007.116, 'text': 'It could be as simple as a new employee joining a company and the various initial aspects that the user will have to take care of.', 'start': 998.413, 'duration': 8.703}], 'summary': 'Incident management involves detection and recording of incidents, while service requests ensure smooth procurement or fulfillment of activities.', 'duration': 28.477, 'max_score': 978.639, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo978639.jpg'}, {'end': 1061.696, 'src': 'embed', 'start': 1038.561, 'weight': 3, 'content': [{'end': 1045.647, 'text': 'So the help desk person would listen to the user and log the incident according to the details being mentioned by the user.', 'start': 1038.561, 'duration': 7.086}, {'end': 1052.212, 'text': 'It can very well be communicated across an email, and there are email inbound systems,', 'start': 1045.867, 'duration': 6.345}, {'end': 1061.696, 'text': 'which is a particular functionality involved in ServiceNow that helps in converting an email and its details to an incident.', 'start': 1052.212, 'duration': 9.484}], 'summary': 'Help desk logs incidents based on user details; email inbound system in servicenow converts email details to incidents.', 'duration': 23.135, 'max_score': 1038.561, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1038560.jpg'}], 'start': 864.809, 'title': 'Incident management', 'summary': 'Covers resolution and restoration in incident management, emphasizing temporary workarounds, incident closure process, automated customer acknowledgement, detection, classification, prioritization, best practices, and servicenow functionality.', 'chapters': [{'end': 911.74, 'start': 864.809, 'title': 'Resolution and restoration in incident management', 'summary': 'Emphasizes that resolution and restoration in incident management is not necessarily a root cause fix, but can involve quick temporary workarounds to ensure the user can continue with their business activities.', 'duration': 46.931, 'highlights': ['Resolution and restoration in incident management is not necessarily a root cause fix, but can involve quick temporary workarounds or fixes to ensure the user can continue with their business activities.', 'The term resolution in incident management can include a quick temporary workaround or fix to enable the user to continue with their business activities.']}, {'end': 1106.94, 'start': 912.1, 'title': 'Incident management process', 'summary': 'Covers the incident closure process, automated customer acknowledgement, and steps involved in incident management, including detection, classification, and prioritization, with an emphasis on best practices and the servicenow functionality.', 'duration': 194.84, 'highlights': ['The incident closure process involves waiting for customer acknowledgement, usually automated after a period of 5-6 days if no response is received.', 'The steps in incident management include detection, classification, and prioritization of incidents, with an emphasis on best practices for categorization.', 'The ServiceNow functionality includes email inbound systems for converting emails to incidents and logging tickets through the ServiceNow interface.']}], 'duration': 242.131, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo864809.jpg', 'highlights': ['Temporary workarounds or fixes are crucial for enabling users to continue business activities.', 'Incident closure process involves automated customer acknowledgement after 5-6 days if no response.', 'Detection, classification, and prioritization are key steps in incident management.', 'ServiceNow functionality includes email inbound systems for converting emails to incidents.']}, {'end': 1337.994, 'segs': [{'end': 1156.191, 'src': 'embed', 'start': 1129.571, 'weight': 4, 'content': [{'end': 1135.914, 'text': 'now we discussed about something called the impact and urgency, which decides upon the priority.', 'start': 1129.571, 'duration': 6.343}, {'end': 1141.516, 'text': 'we would be learning in detail on how a priority matrix is built.', 'start': 1135.914, 'duration': 5.602}, {'end': 1149.9, 'text': 'now the priority can be something called critical, high, medium or low, depending upon the impact and urgency.', 'start': 1141.516, 'duration': 8.384}, {'end': 1156.191, 'text': 'So priority metrics basically is something that is driven by the impact and urgency.', 'start': 1150.385, 'duration': 5.806}], 'summary': 'Learning about priority matrix and its impact on critical, high, medium, or low priorities.', 'duration': 26.62, 'max_score': 1129.571, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1129571.jpg'}, {'end': 1246.779, 'src': 'heatmap', 'start': 1180.989, 'weight': 0, 'content': [{'end': 1187.872, 'text': "In that case, the impact is not much high because it's just particular user and it doesn't mean that it doesn't have to be taken care of,", 'start': 1180.989, 'duration': 6.883}, {'end': 1195.736, 'text': 'but when there are incidents which are of large number of users being affected, the impact of that particular issue becomes higher.', 'start': 1187.872, 'duration': 7.864}, {'end': 1202.821, 'text': 'The urgency depends upon how much business critical that particular issue has led to means.', 'start': 1196.156, 'duration': 6.665}, {'end': 1211.548, 'text': 'So how much urgent the incident requires to be resolved depends upon how much of business impact the particular issue has.', 'start': 1203.182, 'duration': 8.366}, {'end': 1215.591, 'text': "Now it's the combination of both these things that decides the priority.", 'start': 1211.828, 'duration': 3.763}, {'end': 1221.897, 'text': 'you can see here that a priority matrix is something that depends upon impact.', 'start': 1215.851, 'duration': 6.046}, {'end': 1230.584, 'text': 'as we mentioned about, impact is nothing but the number of users being affected and the number of affected services and its reputation.', 'start': 1221.897, 'duration': 8.687}, {'end': 1235.308, 'text': 'urgency is the extent to which the incident resolution can bear delay.', 'start': 1230.584, 'duration': 4.724}, {'end': 1239.212, 'text': 'that means how much of impact it has on the business.', 'start': 1235.308, 'duration': 3.904}, {'end': 1246.779, 'text': "so now that we understand about urgency and impact, we can understand that it's a combination of urgency and impact that the priority is,", 'start': 1239.212, 'duration': 7.567}], 'summary': 'Incident priority is determined by impact (number of affected users/services) and urgency (business impact).', 'duration': 40.908, 'max_score': 1180.989, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1180989.jpg'}, {'end': 1306.493, 'src': 'embed', 'start': 1283.727, 'weight': 5, 'content': [{'end': 1293.956, 'text': 'So in the demo we would be seeing various values of impact and urgency that comes out of the box and we would be able to see how the priority is basically being driven.', 'start': 1283.727, 'duration': 10.229}, {'end': 1298.591, 'text': 'So priority is basically a combination of impact and urgency that we already talked about.', 'start': 1294.249, 'duration': 4.342}, {'end': 1306.493, 'text': 'So you can see here that when the urgency is P1 or critical and the impact is high the priority is P1.', 'start': 1298.771, 'duration': 7.722}], 'summary': 'Demo showing impact, urgency, and priority values in combination.', 'duration': 22.766, 'max_score': 1283.727, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1283727.jpg'}], 'start': 1106.94, 'title': 'Incident priority and impact analysis', 'summary': 'Covers the process of categorizing incidents, determining their priority based on impact and urgency, and creating a priority matrix, which classifies incidents as critical, high, medium, or low based on these factors. it also explains the concept of urgency and impact in determining the priority of incident resolution, emphasizing the combination of these factors for effective incident management, which can be customized for different organizational needs. additionally, it discusses the relationship between impact, urgency, and priority, demonstrating how different combinations influence priority levels, such as when urgency is critical and impact is high, resulting in a priority of p1.', 'chapters': [{'end': 1202.821, 'start': 1106.94, 'title': 'Incident priority and impact analysis', 'summary': 'Discusses the process of categorizing incidents, determining their priority based on impact and urgency, and the creation of a priority matrix, which classifies incidents as critical, high, medium, or low based on these factors.', 'duration': 95.881, 'highlights': ['The priority matrix categorizes incidents as critical, high, medium, or low based on their impact and urgency, determined by the values provided by the user or customer support end. The priority matrix classifies incidents based on impact and urgency, providing categories such as critical, high, medium, or low.', 'The impact of an issue is determined by the number of users affected, leading to higher impact for incidents affecting a large number of users. The impact of an issue is higher when a large number of users are affected, indicating the severity of the incident.', 'Urgency is based on the business criticality of the issue, determining the level of urgency for resolution. Urgency is determined by the business criticality of the issue, influencing the priority and speed of resolution.']}, {'end': 1283.347, 'start': 1203.182, 'title': 'Priority matrix for incident resolution', 'summary': 'Explains the concept of urgency and impact in determining the priority of incident resolution, emphasizing that it is the combination of these factors that helps the service desk address incidents effectively, which can be further customized for different organizational needs.', 'duration': 80.165, 'highlights': ['The priority matrix depends on the combination of urgency and impact, which helps the service desk address incidents effectively.', 'Impact is determined by the number of affected users, affected services, and reputation.', 'Urgency is the extent to which incident resolution can bear delay and its impact on the business.', 'The priority matrix can be customized for different organizational needs, with various levels of impacts and urgencies being measured.', 'This concept will be demonstrated directly on ServiceNow as a demo.']}, {'end': 1337.994, 'start': 1283.727, 'title': 'Impact and urgency priority', 'summary': 'Discusses the relationship between impact, urgency, and priority, showing how different combinations influence priority levels, such as when urgency is critical and impact is high, resulting in a priority of p1.', 'duration': 54.267, 'highlights': ['The priority is a combination of impact and urgency, with critical urgency and high impact resulting in a priority of P1.', 'When urgency is normal and impact is high, it takes lesser precedence compared to critical urgency.', 'The urgency and impact values directly influence the priority levels.']}], 'duration': 231.054, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1106940.jpg', 'highlights': ['The priority matrix categorizes incidents based on impact and urgency, providing categories such as critical, high, medium, or low.', 'The impact of an issue is higher when a large number of users are affected, indicating the severity of the incident.', 'Urgency is determined by the business criticality of the issue, influencing the priority and speed of resolution.', 'The priority matrix depends on the combination of urgency and impact, which helps the service desk address incidents effectively.', 'The priority matrix can be customized for different organizational needs, with various levels of impacts and urgencies being measured.', 'The priority is a combination of impact and urgency, with critical urgency and high impact resulting in a priority of P1.']}, {'end': 1554.428, 'segs': [{'end': 1364.7, 'src': 'embed', 'start': 1338.195, 'weight': 1, 'content': [{'end': 1342.278, 'text': 'So you can see here there are four different levels of priority P1 P2 P3 and P4.', 'start': 1338.195, 'duration': 4.083}, {'end': 1350.603, 'text': 'Now the important urgency and of medium impact has a priority of P2.', 'start': 1344.239, 'duration': 6.364}, {'end': 1358.808, 'text': 'Now this is something that you can see on the ServiceNow tool as well being followed which we would go through when we go in the demo side.', 'start': 1350.783, 'duration': 8.025}, {'end': 1364.7, 'text': 'The next step as we understood and we already discussed about is investigate and diagnose.', 'start': 1359.392, 'duration': 5.308}], 'summary': 'Four priority levels, p2 for medium impact urgency, followed on servicenow tool.', 'duration': 26.505, 'max_score': 1338.195, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1338195.jpg'}, {'end': 1418.896, 'src': 'embed', 'start': 1392.921, 'weight': 3, 'content': [{'end': 1402.167, 'text': 'So in investigation diagnosis basically there is the first level of diagnosis which is done at the level of the tier one or the tier two.', 'start': 1392.921, 'duration': 9.246}, {'end': 1410.551, 'text': 'So the tier one or tier two may not be much necessarily technical people who probably would need more details to resolve a particular incident.', 'start': 1402.347, 'duration': 8.204}, {'end': 1418.896, 'text': 'In that case that is being escalated across to the next tier or the level two, which you can see would also be doing the investigation and diagnosis,', 'start': 1410.772, 'duration': 8.124}], 'summary': 'Investigation and diagnosis is done at tier one or tier two, escalating to level two if more details are needed.', 'duration': 25.975, 'max_score': 1392.921, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1392921.jpg'}, {'end': 1535.552, 'src': 'embed', 'start': 1468.703, 'weight': 0, 'content': [{'end': 1473.472, 'text': 'So the closure basically is something that happens as I mentioned.', 'start': 1468.703, 'duration': 4.769}, {'end': 1480.308, 'text': 'It could be as simple as something that an organization that decides the process or the activity should be.', 'start': 1473.945, 'duration': 6.363}, {'end': 1488.972, 'text': 'So incident closure can be something like a particular customer acknowledging the incident that he or she is no more facing the issue,', 'start': 1480.668, 'duration': 8.304}, {'end': 1491.233, 'text': 'or it could be something that is automated.', 'start': 1488.972, 'duration': 2.261}, {'end': 1498.457, 'text': 'That means it is brought to closure after the certain number of days or certain number of time has passed by.', 'start': 1491.574, 'duration': 6.883}, {'end': 1506.231, 'text': "So now that we have understood about the process, let's understand about the key roles or the people involved in incident management.", 'start': 1498.977, 'duration': 7.254}, {'end': 1515.093, 'text': 'The different roles in incident management would start when a customer contacts or the end user contacts the service desk.', 'start': 1506.604, 'duration': 8.489}, {'end': 1522.42, 'text': 'The first line of people who would be opening up the ticket on the basis or the basis of the customer.', 'start': 1515.433, 'duration': 6.987}, {'end': 1529.948, 'text': 'So the roles involved would start with the end user connecting with the first person or the first line of service desk.', 'start': 1522.72, 'duration': 7.228}, {'end': 1535.552, 'text': 'personnel and their responsibility is basically help the customer raise the incident.', 'start': 1530.308, 'duration': 5.244}], 'summary': 'Incident closure can be acknowledged by the customer or automated after a certain time, involving end user and service desk personnel.', 'duration': 66.849, 'max_score': 1468.703, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1468703.jpg'}], 'start': 1338.195, 'title': 'Incident investigation and closure', 'summary': 'Covers incident investigation priority levels p1, p2, p3, and p4, with p2 being of medium impact and urgency, and the process of investigation and diagnosis involving tier one, tier two, and subject matter experts, determining the incident resolution or recovery level. it also discusses incident closure, acknowledgement methods, and key roles in incident management including end user, service desk personnel, and their responsibilities.', 'chapters': [{'end': 1468.048, 'start': 1338.195, 'title': 'Incident investigation and diagnosis procedure', 'summary': 'Explains the priority levels p1, p2, p3, and p4, with p2 being of medium impact and urgency, and the process of investigation and diagnosis involving tier one, tier two, and subject matter experts, determining the level at which the incident could reach for resolution or recovery.', 'duration': 129.853, 'highlights': ['The priority levels are P1, P2, P3, and P4, with P2 being of medium impact and urgency.', 'Investigation and diagnosis involve tier one and tier two, with the escalation to tier two for more technical resolution, depending on the complexity of the issue.', 'Multiple lines of businesses within the organization may need to work together to ensure the investigation or diagnosis is done in the right way.']}, {'end': 1554.428, 'start': 1468.703, 'title': 'Incident closure and key roles', 'summary': 'Discusses incident closure, which can be acknowledged by the customer or automated, and the key roles in incident management, including the end user, service desk personnel, and their responsibilities.', 'duration': 85.725, 'highlights': ['Incident closure can be acknowledged by the customer or automated, after a certain number of days or time has passed by, demonstrating the resolution of the issue.', 'The first line of service desk personnel is responsible for helping the customer raise the incident, instructing the user on how to raise a ticket, or understanding the issue from the user, contributing to effective incident management.', 'The different roles in incident management involve the end user connecting with the first line of service desk personnel, establishing the initial step in addressing the incident.', 'Understanding the process of incident closure and the key roles in incident management is essential for effective incident resolution and customer satisfaction.']}], 'duration': 216.233, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1338195.jpg', 'highlights': ['Understanding the process of incident closure and the key roles in incident management is essential for effective incident resolution and customer satisfaction.', 'The priority levels are P1, P2, P3, and P4, with P2 being of medium impact and urgency.', 'Incident closure can be acknowledged by the customer or automated, after a certain number of days or time has passed by, demonstrating the resolution of the issue.', 'Investigation and diagnosis involve tier one and tier two, with the escalation to tier two for more technical resolution, depending on the complexity of the issue.', 'The first line of service desk personnel is responsible for helping the customer raise the incident, instructing the user on how to raise a ticket, or understanding the issue from the user, contributing to effective incident management.']}, {'end': 2064.458, 'segs': [{'end': 1632, 'src': 'embed', 'start': 1554.428, 'weight': 0, 'content': [{'end': 1564.676, 'text': 'the first line or the initial contacts role is to open the ticket or probably gather some important information from the user that would help resolve the ticket or,', 'start': 1554.428, 'duration': 10.248}, {'end': 1571.422, 'text': 'in the case, which is most of the case, that the ticket is being escalated to the area which needs to be looked upon,', 'start': 1564.676, 'duration': 6.746}, {'end': 1575.566, 'text': 'which is basically investigating and understanding the issue.', 'start': 1571.422, 'duration': 4.144}, {'end': 1579.43, 'text': 'So the next role would be the assignee.', 'start': 1575.928, 'duration': 3.502}, {'end': 1585.014, 'text': 'Assignee is a person to whom the particular issue is being assigned to.', 'start': 1579.791, 'duration': 5.223}, {'end': 1592.559, 'text': 'So you can connect assignee to the assigned to field on the incident management application which we would be seeing very soon.', 'start': 1585.334, 'duration': 7.225}, {'end': 1598.483, 'text': 'Now the person who is assigned to his responsibility is basically to work on the incident,', 'start': 1592.979, 'duration': 5.504}, {'end': 1603.186, 'text': 'which is where our investigate and diagnose part comes into picture.', 'start': 1598.483, 'duration': 4.703}, {'end': 1606.055, 'text': 'To diagnose the incident.', 'start': 1603.993, 'duration': 2.062}, {'end': 1616.045, 'text': 'the person who is involved in the particular group of the entity, that is, in the entity that is involved in resolving an incident,', 'start': 1606.055, 'duration': 9.99}, {'end': 1622.051, 'text': 'is a group or a set of members who takes care of a particular area in the organization.', 'start': 1616.045, 'duration': 6.006}, {'end': 1625.755, 'text': 'Now we can talk about network teams as one of the groups.', 'start': 1622.212, 'duration': 3.543}, {'end': 1627.437, 'text': 'So inside network.', 'start': 1626.096, 'duration': 1.341}, {'end': 1632, 'text': 'there could be different specialized people working on different parts of the network.', 'start': 1627.737, 'duration': 4.263}], 'summary': 'Initial contact opens ticket, assignee investigates and diagnoses incidents, network teams specialize in resolving issues.', 'duration': 77.572, 'max_score': 1554.428, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1554428.jpg'}, {'end': 1818.379, 'src': 'heatmap', 'start': 1727.909, 'weight': 2, 'content': [{'end': 1734.357, 'text': "let's deep dive into some of the incident management application functionalities in ServiceNow.", 'start': 1727.909, 'duration': 6.448}, {'end': 1740.138, 'text': 'Now that we have gone through the incident management module and the process behind it,', 'start': 1735.034, 'duration': 5.104}, {'end': 1744.44, 'text': "let's go into the incident management application in ServiceNow.", 'start': 1740.138, 'duration': 4.302}, {'end': 1751.745, 'text': "Let's run through what comes out of the box along with ServiceNow as an incident management application.", 'start': 1744.721, 'duration': 7.024}, {'end': 1756.495, 'text': 'So when you type on the left application navigator incident,', 'start': 1752.146, 'duration': 4.349}, {'end': 1763.14, 'text': 'you can see the module or the application incident and the various modules related to incident listed under them.', 'start': 1756.495, 'duration': 6.645}, {'end': 1767.963, 'text': "So let's go through the incident management process that we talked about.", 'start': 1763.52, 'duration': 4.443}, {'end': 1774.126, 'text': "Let's see how the process runs inside this, out of the box, how it comes,", 'start': 1768.303, 'duration': 5.823}, {'end': 1781.251, 'text': 'and we will just discuss on a high level what are the possibilities of changes that we can do on incident management application.', 'start': 1774.126, 'duration': 7.125}, {'end': 1788.101, 'text': "So in the first step of incident management we understood that it's about recording or registering the incident.", 'start': 1781.676, 'duration': 6.425}, {'end': 1795.006, 'text': 'So this is done through the process or the module called create new and inside create new.', 'start': 1788.381, 'duration': 6.625}, {'end': 1797.668, 'text': 'in incident, what you can see is when you click on it,', 'start': 1795.006, 'duration': 2.662}, {'end': 1809.034, 'text': 'you can see the incident number automatically generated and various other information or details which are recorded so as to ensure that appropriate amount of details are being captured.', 'start': 1797.668, 'duration': 11.366}, {'end': 1818.379, 'text': 'Now the power of the ServiceNow platform is to have quick changes being made onto this module that really suits to the requirement of an organization.', 'start': 1809.274, 'duration': 9.105}], 'summary': 'The servicenow incident management application allows for quick changes and automates incident registration and details recording.', 'duration': 23.836, 'max_score': 1727.909, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1727909.jpg'}], 'start': 1554.428, 'title': 'Incident management process and servicenow', 'summary': 'Explains the roles of initial contact and assignee in incident management process, including opening tickets, and discusses the functionalities of incident management application in servicenow, with out-of-the-box features and customization possibilities.', 'chapters': [{'end': 1606.055, 'start': 1554.428, 'title': 'Incident management process', 'summary': 'Explains the roles of the initial contact and assignee in the incident management process, including opening tickets, gathering information, and assigning issues, with the responsibility of investigating and diagnosing incidents.', 'duration': 51.627, 'highlights': ['The assignee is responsible for working on the incident, including investigating and diagnosing the issue.', "The initial contact's role is to open the ticket and gather important information from the user to help resolve the ticket or escalate it for further investigation."]}, {'end': 2064.458, 'start': 1606.055, 'title': 'Incident management in servicenow', 'summary': 'Discusses the roles and responsibilities of different groups involved in resolving incidents, as well as the out-of-the-box functionalities of the incident management application in servicenow, including the process flow and customization possibilities.', 'duration': 458.403, 'highlights': ['The chapter discusses the roles and responsibilities of different groups involved in resolving incidents It explains that different specialized groups, such as network teams, handle specific areas of the organization, with each group having assignees and a manager overseeing the incident resolution process.', 'Out-of-the-box functionalities of the incident management application in ServiceNow It details the process flow of incident management, including the creation of new incidents, user details, caller information, classification of incidents, configuration items, and related search results.', 'Customization possibilities of the incident management application in ServiceNow It mentions the potential for quick changes to the incident management module to suit organizational requirements and the availability of knowledge articles for quick incident resolution.']}], 'duration': 510.03, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo1554428.jpg', 'highlights': ["The initial contact's role is to open the ticket and gather important information from the user.", 'The assignee is responsible for working on the incident, including investigating and diagnosing the issue.', 'Out-of-the-box functionalities of the incident management application in ServiceNow It details the process flow of incident management, including the creation of new incidents, user details, caller information, classification of incidents, configuration items, and related search results.', 'Customization possibilities of the incident management application in ServiceNow It mentions the potential for quick changes to the incident management module to suit organizational requirements and the availability of knowledge articles for quick incident resolution.', 'The chapter discusses the roles and responsibilities of different groups involved in resolving incidents It explains that different specialized groups, such as network teams, handle specific areas of the organization, with each group having assignees and a manager overseeing the incident resolution process.']}, {'end': 2734.916, 'segs': [{'end': 2154.373, 'src': 'embed', 'start': 2089.44, 'weight': 0, 'content': [{'end': 2095.994, 'text': 'So the customer service desk person would mention yeah, he called through the phone and the state of the incident right now is new,', 'start': 2089.44, 'duration': 6.554}, {'end': 2098.577, 'text': 'because this is the first step of the process.', 'start': 2095.994, 'duration': 2.583}, {'end': 2103.643, 'text': 'So state is something that drives the flow of the incident management process.', 'start': 2098.858, 'duration': 4.785}, {'end': 2107.368, 'text': 'You can see here the various three levels of impact and urgency.', 'start': 2103.964, 'duration': 3.404}, {'end': 2110.91, 'text': 'that we talked about in the priority session metrics.', 'start': 2107.748, 'duration': 3.162}, {'end': 2114.152, 'text': 'So you can see priority five already being showing up.', 'start': 2111.09, 'duration': 3.062}, {'end': 2116.813, 'text': 'This is something that is done out of the box.', 'start': 2114.372, 'duration': 2.441}, {'end': 2123.257, 'text': 'So depending upon the value that you give on impact and urgency the priority value you can see has changed.', 'start': 2117.294, 'duration': 5.963}, {'end': 2127.62, 'text': 'When I moved from low to medium it has moved from planning to low.', 'start': 2123.517, 'duration': 4.103}, {'end': 2133.741, 'text': 'This is something that, again, that can be customized according to a customer requirement,', 'start': 2128.516, 'duration': 5.225}, {'end': 2142.01, 'text': 'and these are some of the fine details of simple customizations that a ServiceNow administrator or a developer would start with to understand,', 'start': 2133.741, 'duration': 8.269}, {'end': 2150.398, 'text': 'and this and more details of such administrative, related or development related concepts would be discussed in our ServiceNow administration course.', 'start': 2142.01, 'duration': 8.388}, {'end': 2154.373, 'text': 'Now. we know right now this is not a mandatory detail,', 'start': 2150.851, 'duration': 3.522}], 'summary': 'Customer service incident management process involves impact and urgency levels, with customizable priority values and details for servicenow administrators and developers.', 'duration': 64.933, 'max_score': 2089.44, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2089440.jpg'}, {'end': 2325.056, 'src': 'heatmap', 'start': 2238.228, 'weight': 2, 'content': [{'end': 2243.473, 'text': "So let's assume we have given enough details about the issue and, mind you,", 'start': 2238.228, 'duration': 5.245}, {'end': 2249.498, 'text': "most of the details of the fields are something that can be shown as user friendly in case the user doesn't understand.", 'start': 2243.473, 'duration': 6.025}, {'end': 2252.741, 'text': "Let's say for example user doesn't understand what the priority is.", 'start': 2249.618, 'duration': 3.123}, {'end': 2259.426, 'text': "So it already says that it's a sequence in which an incident or a problem needs to be resolved based on impact or urgency.", 'start': 2253.021, 'duration': 6.405}, {'end': 2266.273, 'text': 'So all this slight tool tips and help can also be customized and to show the right information for the users.', 'start': 2259.787, 'duration': 6.486}, {'end': 2270.094, 'text': 'That is also something that comes in the purview of a system administration course.', 'start': 2266.513, 'duration': 3.581}, {'end': 2272.275, 'text': "Let's go ahead and submit the incident.", 'start': 2270.494, 'duration': 1.781}, {'end': 2279.32, 'text': 'So in the first part where we understood about registering the incident, we have the incident being created.', 'start': 2272.475, 'duration': 6.845}, {'end': 2285.563, 'text': 'Now this view of incident is what we see normally under the open incidents.', 'start': 2279.38, 'duration': 6.183}, {'end': 2290.826, 'text': 'So you can see all the active incidents, active equal to true incidents are shown here.', 'start': 2285.864, 'duration': 4.962}, {'end': 2294.989, 'text': "So to see more details of the different fields that you're required to see.", 'start': 2291.126, 'duration': 3.863}, {'end': 2299.331, 'text': 'this is something that can be customized or personalized for your own view through the personalized list.', 'start': 2294.989, 'duration': 4.342}, {'end': 2303.153, 'text': 'You can click on personalized list and decide to show many details.', 'start': 2299.451, 'duration': 3.702}, {'end': 2309.44, 'text': 'Now you can already understand that I created a ticket here and we are not able to see that ticket on top of the list.', 'start': 2303.473, 'duration': 5.967}, {'end': 2315.788, 'text': 'So it is something that you can easily find on the basis of probably something that is updated most recently.', 'start': 2309.801, 'duration': 5.987}, {'end': 2325.056, 'text': 'So as and when I clicked on updated it helped me sort the list of active or open incidents on the basis of the recent incident,', 'start': 2316.009, 'duration': 9.047}], 'summary': 'System administration course includes customizing tool tips and personalized incident views for users.', 'duration': 86.828, 'max_score': 2238.228, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2238228.jpg'}, {'end': 2397.821, 'src': 'heatmap', 'start': 2366.849, 'weight': 0.879, 'content': [{'end': 2372.311, 'text': "so this will basically give the corresponding person who's currently logged in as the assigned to.", 'start': 2366.849, 'duration': 5.462}, {'end': 2378.273, 'text': "Let's assume we have the person right now who is assigned to as Beth Anglin, the person.", 'start': 2372.451, 'duration': 5.822}, {'end': 2381.855, 'text': "So for that, let's do another way of looking at it.", 'start': 2378.813, 'duration': 3.042}, {'end': 2384.656, 'text': 'Let me impersonate as Beth Anglin.', 'start': 2382.035, 'duration': 2.621}, {'end': 2393.919, 'text': 'So when I search for Beth Anglin, it would go into the view of how Beth Anglin will be seeing the ServiceNow application.', 'start': 2385.036, 'duration': 8.883}, {'end': 2397.821, 'text': 'So, as and when Beth Anglin types incident,', 'start': 2394.44, 'duration': 3.381}], 'summary': "System allows impersonation to view application from another user's perspective", 'duration': 30.972, 'max_score': 2366.849, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2366849.jpg'}, {'end': 2526.023, 'src': 'embed', 'start': 2496.624, 'weight': 3, 'content': [{'end': 2499.806, 'text': 'is something that comes in the purview of a system administration course.', 'start': 2496.624, 'duration': 3.182}, {'end': 2516.276, 'text': 'But what we can understand right now here is the incident management process and how it is easily driven inside service now and how easily any kind of a role or any kind of a personnel involved in the process can get involved and look at very required details.', 'start': 2500.026, 'duration': 16.25}, {'end': 2518.578, 'text': 'that helps in closing the issue.', 'start': 2516.276, 'duration': 2.302}, {'end': 2522.18, 'text': "now let's go through some of the other modules which are shown in incident.", 'start': 2518.578, 'duration': 3.602}, {'end': 2526.023, 'text': 'the open link helps in showing the active incidents.', 'start': 2522.18, 'duration': 3.843}], 'summary': 'Incident management process in servicenow allows easy involvement of personnel and helps in closing issues.', 'duration': 29.399, 'max_score': 2496.624, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2496624.jpg'}, {'end': 2698.832, 'src': 'embed', 'start': 2650.84, 'weight': 5, 'content': [{'end': 2656.703, 'text': 'there is 12 overdue incident and there are open incidents that is older than 30 days.', 'start': 2650.84, 'duration': 5.863}, {'end': 2664.046, 'text': 'and all of this helps in driving the incident management process better by the involvement of roles like incident manager.', 'start': 2656.703, 'duration': 7.343}, {'end': 2674.451, 'text': 'so reporting dashboards and graphs are something that is very easily available and customized in accordance to the need of the user.', 'start': 2664.046, 'duration': 10.405}, {'end': 2679.607, 'text': "So another functionality that I just touched upon but didn't show was a critical incident map.", 'start': 2674.966, 'duration': 4.641}, {'end': 2690.05, 'text': 'So you can see as and when I open the critical incident map that the module shows a map with where the various critical incidents exist.', 'start': 2680.067, 'duration': 9.983}, {'end': 2698.832, 'text': 'For example, if I keep my mouse on top, where it shows the exclamation mark, you can see that particular incident exists in that particular location,', 'start': 2690.49, 'duration': 8.342}], 'summary': '12 overdue incidents, open incidents older than 30 days, driving incident management process with involvement of roles like incident manager, reporting dashboards and graphs easily available and customized, critical incident map feature allows visualization of incident locations.', 'duration': 47.992, 'max_score': 2650.84, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2650840.jpg'}], 'start': 2064.779, 'title': 'Incident management in servicenow', 'summary': "Covers the incident management process overview, emphasizing state, impact, and urgency levels for priority, with a specific example of priority level change, and servicenow's detailed incident management features including fields customization, incident registration, resolution process, personalized views, and reporting dashboards.", 'chapters': [{'end': 2133.741, 'start': 2064.779, 'title': 'Incident management process overview', 'summary': 'Discusses the incident management process, including the importance of state, impact, and urgency levels in determining priority, and the customization options available, with a specific example of priority level change from low to medium.', 'duration': 68.962, 'highlights': ["The state of the incident drives the flow of the incident management process, with the initial state being 'new', indicating the first step of the process.", 'The impact and urgency levels determine the priority of the incident, with a specific example showing a change in priority from low to medium resulting in a change from planning to low priority.', "Customization options are available for adjusting the priority values based on impact and urgency, tailored to the customer's requirements."]}, {'end': 2734.916, 'start': 2133.741, 'title': 'Servicenow incident management overview', 'summary': "Discusses the fine details of incident management in servicenow, covering aspects such as customization of fields, incident registration, resolution process, personalized views, and reporting dashboards, highlighting the platform's usability and user experience features.", 'duration': 601.175, 'highlights': ['The incident management process is easily driven inside ServiceNow, allowing any role or personnel involved in the process to access required details for issue resolution. Ease of access for personnel, process-driven incident management, involvement of various roles', 'Customization of filters and personalized views in ServiceNow enables users to tailor their incident management dashboard according to their needs, enhancing user experience. Customization of filters and views, tailored dashboard, improved user experience', "Reporting dashboards and graphs are easily available and customized according to the user's needs, providing an overview of the current state of affairs in incident management. Availability of reporting dashboards and graphs, customization according to user's needs, overview of incident management", 'The critical incident map feature allows users to visualize the location of critical incidents and drill down to detailed location information, enhancing incident management and response. Visualization of critical incidents, detailed location information, enhanced incident management and response']}], 'duration': 670.137, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/TWRA3nBOQpo/pics/TWRA3nBOQpo2064779.jpg', 'highlights': ['Customization options for adjusting priority values based on impact and urgency', 'The state of the incident drives the flow of the incident management process', 'The impact and urgency levels determine the priority of the incident', 'The incident management process is easily driven inside ServiceNow', 'Customization of filters and personalized views in ServiceNow', 'Reporting dashboards and graphs are easily available and customized', 'The critical incident map feature allows users to visualize the location of critical incidents']}], 'highlights': ['ServiceNow has evolved from a ticketing tool to a full-fledged application platform, emphasizing incident management for customer support.', "ServiceNow was founded by Fred Luddy, who initially used incident management as a showcase for the platform's capabilities, emphasizing the need for workflow and processes in incident resolution.", "The term 'ticketing' is now replaced by 'incident management' to better represent the technical process and function of help desk for customer support.", 'The chapter emphasizes the importance of security being taught in the initial stages of building the platform, highlighting that ServiceNow is a cloud platform residing on the internet, not on local computers.', 'It explains the role of IT Service Management processes such as Incident Management, Problem Management, Change Management, and Release Management in ensuring smooth operations of services, with a focus on managing customer issues and root cause fixes.', 'The immediate fix through incident management and the root cause fix through problem management are crucial distinctions in addressing issues within change and release management processes.', 'Incident management is the process to restore normal service operation with workarounds.', 'Temporary workarounds or fixes are crucial for enabling users to continue business activities.', 'The priority matrix categorizes incidents based on impact and urgency, providing categories such as critical, high, medium, or low.', 'The impact of an issue is higher when a large number of users are affected, indicating the severity of the incident.', 'Understanding the process of incident closure and the key roles in incident management is essential for effective incident resolution and customer satisfaction.', "The initial contact's role is to open the ticket and gather important information from the user.", 'The assignee is responsible for working on the incident, including investigating and diagnosing the issue.', 'Customization options for adjusting priority values based on impact and urgency', 'The state of the incident drives the flow of the incident management process', 'The impact and urgency levels determine the priority of the incident', 'The incident management process is easily driven inside ServiceNow', 'Customization of filters and personalized views in ServiceNow', 'Reporting dashboards and graphs are easily available and customized', 'The critical incident map feature allows users to visualize the location of critical incidents']}