CSA CSA - ServiceNow System Administrator Incident and Change Management 3

Question 1

Which feature in ServiceNow links an Incident to a Change Request to indicate the change caused the incident?

Accepted Answer

Caused By Change field

Answer

Related Links section

Answer

CI Relationship Map

Answer

Problem field

Question 2

What does the 'On Hold' Incident state indicate in ServiceNow?

Accepted Answer

Work has stopped pending external input or scheduled maintenance

Answer

The incident is awaiting assignment

Answer

The incident has been escalated to Problem

Answer

The SLA clock has been paused permanently

Question 3

Which ServiceNow feature automatically escalates an Incident if it is not resolved within a set time?

Accepted Answer

SLA Definitions

Answer

Escalation Rules

Answer

Inbound Actions

Answer

Event Rules

Question 4

What is the role of the 'Configuration Item' (CI) field on an Incident record?

Accepted Answer

Links the incident to the affected asset or service in the CMDB

Answer

Defines the incident category

Answer

Sets the incident priority

Answer

Assigns the incident to a group

Question 5

In ServiceNow, what happens to an Incident's SLA timer when the state is set to 'On Hold'?

Accepted Answer

It pauses until the hold is lifted

Answer

It resets to zero

Answer

It continues to count normally

Answer

It is permanently stopped

Question 6

Which report type in ServiceNow is most useful for tracking Incident volume trends over time?

Accepted Answer

Time Series

Answer

Pie Chart

Answer

Single Score

Answer

List Report