CSA CSA - ServiceNow System Administrator Incident and Change Management 2 — Questions and Answers
Question 1: In ServiceNow Change Management, which change type requires a full CAB review before approval?
- Standard
- Emergency
- Normal (Correct answer)
- Latent
Correct answer: Normal
Normal changes require full Change Advisory Board (CAB) review and approval before implementation.
Question 2: What is the purpose of a Change Task in ServiceNow?
- To log a configuration item change
- To break a change request into actionable work items (Correct answer)
- To link an incident to a change
- To record rollback steps
Correct answer: To break a change request into actionable work items
Change Tasks are child records of a Change Request used to assign and track individual implementation steps.
Question 3: Which state must a Normal Change reach before implementation work can begin?
- Assess
- Review
- Authorize (Correct answer)
- Implement
Correct answer: Authorize
A Normal Change must reach the 'Authorize' state, meaning all required approvals have been granted, before implementation.
Question 4: What is the primary difference between a Standard and an Emergency change in ServiceNow?
- Standard changes skip CAB; Emergency changes require CAB
- Standard changes are pre-approved; Emergency changes require expedited approval (Correct answer)
- Standard changes have no risk; Emergency changes have high risk
- Standard changes are automated; Emergency changes are manual
Correct answer: Standard changes are pre-approved; Emergency changes require expedited approval
Standard changes are pre-approved low-risk changes, while Emergency changes require rapid approval due to urgent business need.
Question 5: Which ServiceNow module allows administrators to define the approval workflow stages for Change Requests?
- Change Models (Correct answer)
- Workflow Editor
- SLA Definitions
- Business Rules
Correct answer: Change Models
Change Models define reusable templates that specify the approval workflow, tasks, and states for a particular type of change.
Question 6: In the context of Change Management, what does 'CAB' stand for?
- Change Approval Body
- Change Advisory Board (Correct answer)
- Certified Action Board
- Central Authorization Branch
Correct answer: Change Advisory Board
CAB stands for Change Advisory Board, the group that reviews and approves Normal and Emergency change requests.
CSA CSA - ServiceNow System Administrator Incident and Change Management 2
In ServiceNow Change Management, which change type requires a full CAB review before approval?