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ServiceNow IT Service Management Modules

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Question 1

Which of the following are valid **states** for an Incident record in ServiceNow's default ITSM configuration? *(Select THREE)*

Answer choices

  • A. New (Correct)

  • B. Submitted

  • C. In Progress (Correct)

  • D. Resolved (Correct)

  • E. Archived

Explanation

Default ServiceNow Incident states include: New, In Progress, On Hold, Resolved, and Closed. "Submitted" is a state used in Service Catalog (sc_request), not incidents. "Archived" is not a standard incident state (though records can be archived by the system after aging). Administrators can customize state values using the choice list.

Question 2

In ServiceNow Change Management, the three mandatory stages that a Normal Change must pass through are: [[blank1]], [[blank2]], and [[blank3]].

Explanation

Normal Changes in ServiceNow follow a structured lifecycle. After submission, the change goes through: (1) Assessment/Review — risk, impact, and planning evaluation; (2) Approval — reviewed and approved by the CAB; and (3) Implementation — the actual change is made during the approved change window. A Post-Implementation Review (PIR) follows implementation.

Question 3

In ServiceNow Change Management, what is a **Normal Change**?

Answer choices

  • A. A pre-approved, low-risk change that follows a standard process with minimal review

  • B. A high-risk or complex change requiring full CAB review and approval before implementation (Correct)

  • C. An emergency change implemented immediately to restore service

  • D. A change that only affects test or development environments

Explanation

Normal Changes are non-emergency changes that require full review, risk assessment, and approval through the Change Advisory Board (CAB). They follow the complete change lifecycle: request → assessment → approval → implementation → review. Standard Changes (pre-approved) and Emergency Changes (expedited process) are the other two major types in ServiceNow Change Management.

Question 4

In ServiceNow, a [[blank1]] is a record type that extends the Task table and is used to track fulfillment of a catalog item request, including tasks assigned to fulfillment groups.

Explanation

When a user submits a Service Catalog request, ServiceNow creates a Request [sc_request] record and one or more Requested Items [sc_req_item] records (RITMs) beneath it. Each RITM represents one catalog item, and it can have child Task records for multi-step fulfillment. Understanding the Request → RITM → Task hierarchy is fundamental to ServiceNow catalog administration.

Question 5

What is the function of **Work Notes** vs. **Additional Comments** on a ServiceNow incident record?

Answer choices

  • A. Both are visible to all users including the end user; only the label differs

  • B. Work Notes are internal (visible to agents only); Additional Comments are visible to the end user/customer (Correct)

  • C. Work Notes trigger SLA pauses; Additional Comments restart the SLA timer

  • D. Additional Comments are mandatory; Work Notes are optional

Explanation

Work Notes are internal journal entries visible only to agents and groups with appropriate access. Additional Comments (also called Customer-Visible Comments) are visible to the requesting user, often generating email notifications to the customer. This distinction is critical for proper communication hygiene—agents must not accidentally put internal diagnostic details in customer-visible comments.