Chapter 1 of 6 · ServiceNow CIS-ITSM
Incident Management
The incident table and roles, scoping priority and assignment, and configuring the incident lifecycle.
- 3topics
- 15 minfast track
- 1diagrams and exhibits
- 25%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Incident Management ArchitectureCIS-ITSM Incident Management architecture: the incident table, key fields like Channel and Priority, roles, interfaces, and links…5 min
- 2Incident Scoping, Priority, Assignment and Major IncidentsCIS-ITSM incident scoping: categories, the priority data lookup, assignment rules versus data lookup, and when to use Major…5 min
- 3Incident Lifecycle ConfigurationCIS-ITSM incident lifecycle: states, On hold reasons, resolution code and notes, auto close, parent and child incidents, and SLA…Diagram5 min
About this chapter
What this chapter covers
Incident Management is 25% of the ServiceNow CIS-ITSM exam. It covers how the application is built (the incident table, its key fields, roles and interfaces), what an implementer agrees with the customer before configuring it (categories, priority, assignment, SLAs and major incidents), and how the incident lifecycle is configured from New to Closed.
Questions are short scenario or recall questions. Some are single answer and some are multiple select, and the multiple select ones state the count, such as "(Choose two.)". There are no exhibits.
How the topics fit together
The architecture tells you what exists out of box. Scoping decides how the customer wants to use it. Lifecycle configuration turns those decisions into states, rules and SLAs.
- The incident table extends the task table, so it shares assignment, approval and SLA features with problem and change.
- Priority, assignment and SLAs are configured with rules, not scripts, in a well scoped implementation.
- The lifecycle runs New, In Progress, On Hold, Resolved, Closed, with Canceled as the exit for records that should never have been raised.
When a question describes a customer requirement, ask first whether an out of box feature already meets it. The implementer answer is almost always to configure the base feature rather than build something new.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorize and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full ServiceNow CIS-ITSM question bank has 598 questions, with timed practice exams and an explanation for every answer.
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