CSA - ServiceNow System Administrator Incident and Change Management Flashcards
6 cards from real CSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CSA - ServiceNow System Administrator Incident and Change Management flashcards as text
Which field on an Incident record defines the impact combined with urgency to determine priority?
Answer: Priority
Priority on an Incident is automatically calculated from the Impact and Urgency fields using a priority lookup matrix.
What is the default Incident state when a record is first created in ServiceNow?
Answer: New
A newly created Incident defaults to the 'New' state until an agent begins working on it.
Which ITIL role is primarily responsible for managing the lifecycle of all Incidents?
Answer: Incident Manager
The Incident Manager owns the Incident Management process and ensures incidents are resolved within SLA targets.
What feature in ServiceNow automatically reassigns an Incident to a different group based on predefined rules?
Answer: Assignment Rules
Assignment Rules evaluate conditions on a record and automatically populate the Assignment Group and Assigned To fields.
In ServiceNow, which table stores all Incident records?
Answer: incident
Incidents are stored in the 'incident' table, which extends the base 'task' table.
Which Incident field, when populated, links the ticket to a known error in the Problem Management process?
Answer: Problem
The Problem field on an Incident creates a relationship to the associated Problem record for root cause tracking.