ServiceNow Certified System Administration Practice

What is the primary goal of a CI in relation to incident management?

1. To track asset costs

2. To improve service delivery

3. To document project milestones

4. To identify training needs

The correct answer is: To improve service delivery

The primary goal of a Configuration Item (CI) in relation to incident management is to improve service delivery. CIs represent the various components within an IT infrastructure, such as hardware, software, and services, that are necessary for delivering IT services. By managing these CIs effectively, organizations can ensure a better understanding of their dependencies and interactions, which directly impacts the efficiency and quality of service delivery. In incident management, having accurate and detailed information about CIs enables support teams to diagnose issues faster, understand the context of incidents better, and provide timely resolutions. This, in turn, leads to minimized downtime and enhanced customer satisfaction. When CIs are well-documented and maintained within the Configuration Management Database (CMDB), they facilitate a proactive approach to identifying potential incidents before they impact service delivery. In contrast, while tracking asset costs is important for financial management, documenting project milestones plays a role in project management, and identifying training needs is relevant to human resources, these aspects do not primarily contribute to the objectives of incident management focused on service delivery quality and responsiveness.