CSA CSA - ServiceNow System Administrator Incident and Change Management

Question 1

Which field on an Incident record defines the impact combined with urgency to determine priority?

Accepted Answer

Priority

Answer

State

Answer

Category

Answer

Assignment Group

Question 2

What is the default Incident state when a record is first created in ServiceNow?

Accepted Answer

New

Answer

In Progress

Answer

Resolved

Answer

On Hold

Question 3

Which ITIL role is primarily responsible for managing the lifecycle of all Incidents?

Accepted Answer

Incident Manager

Answer

Change Manager

Answer

Problem Manager

Answer

Service Desk Analyst

Question 4

What feature in ServiceNow automatically reassigns an Incident to a different group based on predefined rules?

Accepted Answer

Assignment Rules

Answer

Routing Scripts

Answer

Transform Maps

Answer

Inbound Actions

Question 5

In ServiceNow, which table stores all Incident records?

Accepted Answer

incident

Answer

task

Answer

sc_request

Answer

change_request

Question 6

Which Incident field, when populated, links the ticket to a known error in the Problem Management process?

Accepted Answer

Problem

Answer

Caused By Change

Answer

Related Incidents

Answer

Workaround