Incident Management Questions
Master ServiceNow Incident Management to restore normal service operation as quickly as possible. Learn incident states, priority, escalation, and resolution.
About Incident Management
Incident Management is one of the core ITIL processes in ServiceNow. The goal is to restore normal service operation as quickly as possible while minimizing business impact. This involves managing the entire incident lifecycle from creation through resolution and closure.
Why This Matters for Your Exam
Incident Management accounts for approximately 12% of the CSA exam. This is a foundational ITSM process that most ServiceNow implementations use. Questions focus on the incident lifecycle, priority calculation, assignment, and SLA management.
Key Concepts to Master
Master the incident lifecycle states: New, In Progress, On Hold, Resolved, Closed. Understand how Priority is calculated from Impact and Urgency using the priority lookup matrix. Know how assignment rules automatically route incidents and how escalations work.
Exam Tips
Remember that Resolved is not the same as Closed - there's typically a waiting period for user confirmation. Understand that Priority drives SLA targets. Know the difference between functional and hierarchical escalation. Major Incident Management is a separate process for high-impact situations.
Practice Questions
12 questions availableWhat is the primary goal of Incident Management in ServiceNow?
How is incident Priority calculated in ServiceNow by default?
Which incident state indicates that work has started but is not yet complete?
What is the difference between closing and resolving an incident?
What ServiceNow feature automatically assigns incidents to appropriate groups based on criteria?
In the context of Major Incident Management, what is the purpose of a Major Incident task?
Which of the following are valid incident states in ServiceNow? (Select all that apply)
What table stores incident records in ServiceNow?
When an incident is reopened, which field is typically incremented to track this?
What is the purpose of the 'Configuration Item' field on an incident?
Which role is typically required to resolve incidents in ServiceNow?
What is an SLA (Service Level Agreement) breach in the context of incidents?