ServiceNow Certified System Administration Practice

What type of record can be created without prior approval in ServiceNow?

1. Incidents

2. Changes

3. Problems

4. Requests

The correct answer is: Incidents

In ServiceNow, incidents are designed to be created and logged quickly without the need for prior approval. The primary purpose of an incident record is to restore normal service operation as quickly as possible and minimize disruption to the business. Because of the urgent nature of incident management, the system allows users to create incident records freely, enabling efficient handling of issues as they arise. On the other hand, changes, problems, and requests typically involve more complex processes and often require approvals or assessments before they can be created or acted upon. Changes, for instance, usually go through a change management process where they must be assessed and approved to mitigate risks. Similarly, problems involve thorough investigation and often need approval before going into a resolution phase, while requests may also require validations related to service delivery. Thus, the ability to create incident records without prior approval emphasizes the need for quick response to service disruptions, aligning with IT service management best practices.