CSA CSA - ServiceNow System Administrator Incident and Change Management 1 — Questions and Answers
Question 1: Which field on an Incident record defines the impact combined with urgency to determine priority?
- State
- Category
- Priority (Correct answer)
- Assignment Group
Correct answer: Priority
Priority on an Incident is automatically calculated from the Impact and Urgency fields using a priority lookup matrix.
Question 2: What is the default Incident state when a record is first created in ServiceNow?
- In Progress
- New (Correct answer)
- Resolved
- On Hold
Correct answer: New
A newly created Incident defaults to the 'New' state until an agent begins working on it.
Question 3: Which ITIL role is primarily responsible for managing the lifecycle of all Incidents?
- Change Manager
- Problem Manager
- Incident Manager (Correct answer)
- Service Desk Analyst
Correct answer: Incident Manager
The Incident Manager owns the Incident Management process and ensures incidents are resolved within SLA targets.
Question 4: What feature in ServiceNow automatically reassigns an Incident to a different group based on predefined rules?
- Assignment Rules (Correct answer)
- Routing Scripts
- Transform Maps
- Inbound Actions
Correct answer: Assignment Rules
Assignment Rules evaluate conditions on a record and automatically populate the Assignment Group and Assigned To fields.
Question 5: In ServiceNow, which table stores all Incident records?
- task
- incident (Correct answer)
- sc_request
- change_request
Correct answer: incident
Incidents are stored in the 'incident' table, which extends the base 'task' table.
Question 6: Which Incident field, when populated, links the ticket to a known error in the Problem Management process?
- Caused By Change
- Problem (Correct answer)
- Related Incidents
- Workaround
Correct answer: Problem
The Problem field on an Incident creates a relationship to the associated Problem record for root cause tracking.
CSA CSA - ServiceNow System Administrator Incident and Change Management 1
Which field on an Incident record defines the impact combined with urgency to determine priority?