You need to update the sys_user table and tick the VIP checkbox for users to view them with VIP status on the incident records list view and the incident form.

View the callers with VIP status on the incident records list view and the incident form. Organisations commonly designate VIP status in the user record for some of their VIP users.

Screenshot 1: The VIP status of a caller on the active Incidents list

Screenshot 2: The VIP status on the Caller field within the Incident form

Screenshot 3: List of VIP users on the sys_user table

Learn more here!

Change Management provides a systematic approach to control the lifecycle of all changes. It helps to ensure that changes are made in a planned and controlled manner, reduces the number of emergency changes, reduces the number of incidents caused by changes, and reduces the time to process standard, repeatable changes.

Here are the different stages in the Change Management lifecycle:

1. Creation and Scope,
2. Approval,
3. Implementation, and
4. Review and Closure.

Perform Root Cause Analysis and Apply Fix or Accept Risk are the stages in the Problem management lifecycle.

Learn more here!

Requested items are contained within Service Catalogue Request.

You can quickly open an incident or a change request from a requested item. It also maintains a relationship between the requested item and its associated incidents or change requests.

The user specified in the Opened By field of a Requested Item (sc_req_item) record has read access to it.

Learn more here!

You can use the CMDB Data Manager to centrally create, publish, and manage the CI policies that automatically drive CI life cycle operations. CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. It follows Common Service Data Model (CSDM) standards.

CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing CIs in the following ways:

• Operates in bulk
• Scales to large CMDBs.
• Helps maintain the CMDB healthy and efficient
• Copes with rapid changes in a cloud-based world.

You can use the CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion.

You can use the Teams related list to track the different types of groups assigned to a CI.

You can create before and after Java scripts for a data source of a CMDB integration application so that you can manipulate Identification and Reconciliation Engine (IRE) input and output payloads.

You can use CI Class Manager to add related entries for IRE identification rules.

You can use the extended IRE rules in key CMDB classes so that overlapping IP addresses in different networks can be identified and maintained as separate CIs.

Screenshot: CMDB Data Manager on the NOW platform

Learn more here!

Particular views are included in the base system with the Database Views and Database Views for Service Management plugins.

Here are some of the database views:

• change_request_metric: Join change to metric definition to metric instance, creating a view that can be reported on for things like Changes that were closed by category.
• incident_sla: Join incident to SLA (task_sla) to report on things like incidents resolved by SLA per incident category.
• incident_metric: Join incident to metric definition to metric instance, creating a view that can be reported on for incidents resolved on the first call by category
• incident_time_worked: Join incident to SLA (task_sla) to report on things like incidents resolved by SLA per incident category.

incident_state is not a Database view in the base system.

Screenshot: Incident database views in the base system

Learn more here!

Major Incident Managers can create major incidents directly.

As a major incident manager, you can:

• Promote a candidate to a major incident by clicking Promote to Major Incident from the context menu.
• Create a new major incident by clicking Create Major Incident from the left navigation pane.
• Promote an incident to a major incident without going through the proposal process.
• Initiate the major incident process by assessing and approving major incident candidates or creating a major incident.
• Reject a major incident candidate.
• Demote a major incident after it is accepted so that the incident can be handled as a regular incident.
• Maintain ownership and accountability for the life cycle of the incident.
• Identifies the users and groups to be involved in the resolution activities.
• Creates ad-hoc communication plans and tasks.
• Edits a communication plan that is attached to a major incident.
• Close a major incident.

The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

Screenshot: Promoting an Incident to Major Incident as a Major Incident Manager

Learn more here!

Here are some common ways to search for existing solutions in Incident Management.

• Search for similar incidents by filtering specific keywords and reviewing related records from one of them.
• Look for similar known errors and identify the workaround.
• Browse recent changes to view any upcoming fixes that restore service to the current incident.

Using keyword search on related changes to find the workaround is not common to search for existing solutions for incidents.

You can set the incident state as resolved when a solution is identified and used to restore the service and rectify the issue. Suppose the user is satisfied with the resolution. In that case, the user can close the incident, or it is auto-closed after a specific time based on the incident auto-close properties.

Screenshot: Keyword search on existing incidents to check the resolution for similar issues

Learn more here!

The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. The On hold reason list appears when you select the On Hold option. If the On hold reason is Awaiting Caller, the Additional comments field becomes mandatory.

The caller receives an email notification of the state change.

Due to state automation between a change and its associated change tasks, when the state of the parent change is set to On hold, the state of all associated change tasks is also set to On hold. The same applies to the comments typed into the On hold reason field.

Screenshot: Putting an Incident on hold and setting the reason as Awaiting Caller

Diagram: Incident management state model flow

Learn more here!

Translate the content of a catalogue item to multiple languages. You should activate the Localization Framework plugin (com.glide.localization_framework).

Predictive Intelligence enables the creation of machine learning solutions using data in your instance.

Natural Language Query translates natural language utterances into glide queries and retrieves information from Glide DB.

I18N: Internationalization Translation helper plugin includes the modules and Import Set maps to merge all languages into one table for translation maintenance.

Screenshot: Installing the Localization Framework from the list of all applications/plugins

Learn more here!

You can define multiple release phases for a release for release governance and smooth execution.

Here are the out-of-the-box release phase options on a release record:

• Requirement Gathering,
• Design,
• Development,
• Build,
• Deployment,
• QA, and
• User Acceptance.

'Implement' is not an out-of-the-box release phase option.

If the release is divided into multiple merges, the phases could be merge 1, merge 2, merge 3, and so on. The type and number of phases would depend upon the release management process of your organisation.

Learn more here!