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

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?

Accepted Answer

New

Answer

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?

Accepted Answer

Incident Manager

Answer

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?

Accepted Answer

Assignment Rules

Answer

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?

Accepted Answer

incident

Answer

Incidents are stored in the 'incident' table, which extends the base 'task' table.

(CSA) ServiceNow System Administrator Certification Practice Test