CSA - ServiceNow System Administrator Incident and Change Management Flashcards
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Which feature in ServiceNow links an Incident to a Change Request to indicate the change caused the incident?
Answer: Caused By Change field
The 'Caused By Change' field on an Incident record creates a direct reference to the Change Request responsible for the issue.
What does the 'On Hold' Incident state indicate in ServiceNow?
Answer: Work has stopped pending external input or scheduled maintenance
On Hold means work is paused, typically waiting for customer information, a third party, or a scheduled maintenance window.
Which ServiceNow feature automatically escalates an Incident if it is not resolved within a set time?
Answer: SLA Definitions
SLA Definitions track resolution time and can trigger escalation actions, notifications, or stage changes when breached.
What is the role of the 'Configuration Item' (CI) field on an Incident record?
Answer: Links the incident to the affected asset or service in the CMDB
The CI field connects the Incident to the impacted configuration item in the CMDB, enabling impact analysis and relationship tracking.
In ServiceNow, what happens to an Incident's SLA timer when the state is set to 'On Hold'?
Answer: It pauses until the hold is lifted
SLA timers are typically configured to pause when an Incident moves to 'On Hold', so the elapsed time does not count against the team.
Which report type in ServiceNow is most useful for tracking Incident volume trends over time?
Answer: Time Series
A Time Series report plots data over defined intervals, making it ideal for visualizing incident volume trends across days, weeks, or months.