In ServiceNow, Number Maintenance is the application used to manage and modify numbering schemes for different tables, including the Incident table. Since the default prefix for Incident numbers is "INC", an administrator can modify it to a company-specific prefix (e.g., "IN") by following these steps: Steps to Change the Incident Number Prefix: Navigate to the Number Maintenance Application: Go to All → System Definition → Number Maintenance Search for the Incident table (task.number record for Incident). Modify the Prefix: Open the existing Incident numbering record. Change the Prefix from "INC" to "IN". Ensure the Next Number field is correctly set (e.g., "IN0001001"). Save the Changes: Click Update to apply the new prefix. All newly created incidents will now follow the new format (IN0001001). Existing incidents are NOT affected—only newly created records will reflect the new prefix. Why Option A (Number Maintenance) is Correct? ✅ The Number Maintenance application is the correct place to modify prefixes for tables like Incident. Why Other Options Are Incorrect? ❌ B. Create a Business Rule that modifies the prefix before the Insert operation → Incorrect Business Rules do not control number generation. Number generation is managed by Number Maintenance at the system level. ❌ C. The prefix of an incident cannot be changed because it is a built-in feature → Incorrect The prefix CAN be changed using the Number Maintenance application. Only existing records retain their original prefix; new records follow the updated format. ❌ D. Submit a Change Request to ServiceNow Technical Support → Incorrect This is not necessary, as administrators can make this change directly through Number Maintenance. Reference from Certified System Administrator (CSA) Documentation: ServiceNow Docs – Number Maintenance Configuration https://docs.servicenow.com ServiceNow Learning – Customizing Numbering Schemes ServiceNow Developer Portal – Number Prefix Best Practices