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

The 'Caused By Change' field on an Incident record creates a direct reference to the Change Request responsible for the issue.

Question 2

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

Accepted Answer

Work has stopped pending external input or scheduled maintenance

Answer

On Hold means work is paused, typically waiting for customer information, a third party, or a scheduled maintenance window.

Question 3

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

Accepted Answer

SLA Definitions

Answer

SLA Definitions track resolution time and can trigger escalation actions, notifications, or stage changes when breached.

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

The CI field connects the Incident to the impacted configuration item in the CMDB, enabling impact analysis and relationship tracking.

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

SLA timers are typically configured to pause when an Incident moves to 'On Hold', so the elapsed time does not count against the team.

(CSA) ServiceNow System Administrator Certification Practice Test