Incident Management Questions
Advanced incident configuration including major incidents, escalations, parent-child relationships, and SLA management.
About Incident Management
Incident Management is the process of managing the lifecycle of all incidents to restore normal service operation as quickly as possible. This includes creation, classification, investigation, resolution, and closure of incidents while maintaining SLA compliance.
Why This Matters for Your Exam
Incident Management is 20% of the CIS-ITSM exam. Questions cover incident states, SLA behavior, major incidents, parent-child relationships, and communication with affected users.
Key Concepts to Master
Master incident states (New, In Progress, On Hold, Resolved, Closed), SLA timelines and indicators, major incident management, parent-child incident behavior, and the difference between Work Notes (internal) and Additional Comments (customer-facing).
Exam Tips
Remember that Incident Management focuses on quick restoration, not root cause. Know when SLAs start, pause, and end. Understand parent-child behavior especially when the parent is reopened by an end user.
Practice Questions
12 questions availableWhat is the primary objective of Incident Management in ServiceNow?
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Which incident state indicates that the service issue has been fixed but is waiting for user confirmation?
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When does the SLA clock for incident resolution end?
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