ServiceNow IT Service Management Modules

By Marcus Chen · Updated May 25, 2026

Questions22
Passing Score75%
Format59% Multiple Choice
Sessions Logged1,676
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Catalog listing of the 5 preview questions for this quiz.

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

  • B. Submitted

  • C. In Progress

  • D. Resolved

  • E. Archived

Question 2

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

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

  • C. An emergency change implemented immediately to restore service

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

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.

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

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

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