question: 1
In ServiceNow, which of the following is used to capture the details of an incident reported by a user?
A. Incident Record
B. Problem Record
C. Service Request
D. Change Request
correct answer: A
explanation: 📋 An Incident Record in ServiceNow is used to capture the details of an incident reported by a user, providing a structured way to track and manage the issue until it is resolved.

question: 2
Which of the following best describes the purpose of the Configuration Management Database (CMDB) in ServiceNow?
A. To manage user access permissions
B. To track changes to the network infrastructure
C. To store details about IT assets and configuration items (CIs)
D. To monitor application performance
correct answer: C
explanation: 🗃️ The CMDB in ServiceNow is used to store and manage details about IT assets and Configuration Items (CIs), helping to track their relationships and status in the IT environment.

question: 3
What is the main purpose of Service Level Agreements (SLAs) in ServiceNow?
A. To define the maximum time allowed for a problem to be resolved
B. To track the availability of a service
C. To define the level of service the customer can expect
D. To define user permissions for service requests
correct answer: C
explanation: ⏱️ SLAs are used in ServiceNow to define the level of service that customers or users can expect, specifying response and resolution times for incidents, service requests, and other IT services.

question: 4
In ServiceNow, which module is used for managing the creation, approval, and publication of knowledge articles?
A. Incident Management
B. Change Management
C. Knowledge Management
D. Problem Management
correct answer: C
explanation: 📚 Knowledge Management in ServiceNow is used to create, approve, and maintain knowledge articles that provide solutions to common IT issues, allowing users to find self-help resources.

question: 5
Which of the following best describes the Change Management process in ServiceNow?
A. To identify and resolve problems affecting users
B. To ensure that all changes to IT services are tracked and controlled
C. To handle incidents and restore services quickly
D. To request new IT hardware for users
correct answer: B
explanation: 🔄 Change Management in ServiceNow ensures that all changes to IT services and infrastructure are properly planned, tracked, and controlled to minimize risks and disruptions to the business.

question: 6
What is the primary benefit of using ServiceNow’s Service Catalog?
A. To allow users to request IT services in a self-service manner
B. To provide a platform for IT support to manage incidents
C. To track the performance of IT services
D. To configure network infrastructure settings
correct answer: A
explanation: 🛍️ The Service Catalog in ServiceNow provides users with a self-service portal to request IT services, reducing the burden on IT support and allowing for faster service delivery.

question: 7
In ServiceNow, what is the purpose of a Problem Record?
A. To track incidents affecting users
B. To capture details about a recurring issue and identify the root cause
C. To manage the hardware configuration of IT assets
D. To monitor the performance of a network service
correct answer: B
explanation: 🔍 A Problem Record in ServiceNow is used to track the root cause of recurring incidents, allowing teams to identify and resolve underlying issues that affect users or services.

question: 8
Which role is primarily responsible for approving changes in ServiceNow’s Change Management process?
A. Change Manager
B. Incident Manager
C. Service Desk Agent
D. Change Approver
correct answer: D
explanation: ✅ The Change Approver is responsible for reviewing and approving change requests to ensure that they align with organizational policies and do not introduce unnecessary risks.

question: 9
What is the benefit of automating workflows in ServiceNow for ITSM processes?
A. To increase the speed of software development
B. To reduce the number of incidents logged in ServiceNow
C. To ensure tasks are completed consistently and efficiently
D. To allow users to create new service catalog items
correct answer: C
explanation: ⚙️ Automating workflows in ServiceNow ensures that tasks are completed consistently, efficiently, and according to predefined processes, reducing errors and improving overall service delivery.

question: 10
Which of the following is NOT a typical activity associated with Problem Management in ServiceNow?
A. Identifying the root cause of recurring incidents
B. Resolving incidents quickly
C. Managing and tracking problem records
D. Conducting root cause analysis to prevent future incidents
correct answer: B
explanation: 🛠️ Problem Management focuses on identifying root causes and preventing future issues, while Incident Management is focused on resolving incidents quickly.

question: 11
Which of the following is the primary purpose of Incident Management in ServiceNow?
A. To track changes made to IT infrastructure
B. To minimize the impact of service interruptions on end users
C. To ensure that problems are identified and resolved
D. To provide self-service for users to request IT services
correct answer: B
explanation: ⚠️ Incident Management in ServiceNow is designed to minimize the impact of service disruptions and restore services as quickly as possible, improving the user experience.

question: 12
Which of the following is an example of a service request in ServiceNow?
A. A user reporting a system crash
B. A user requesting access to a new software application
C. A technician investigating a recurring network issue
D. A manager reviewing incident reports
correct answer: B
explanation: 🖥️ A service request is a formal request from a user for something like access to software, hardware, or a new service, distinct from incidents, which focus on resolving issues.

question: 13
What is the role of ServiceNow’s Discovery module in ITSM?
A. To track IT incidents in real time
B. To monitor user activity across the network
C. To automatically identify and map IT assets and services
D. To help with compliance audits and reporting
correct answer: C
explanation: 🕵️‍♂️ Discovery automatically identifies and maps IT assets and services within an organization, allowing for better tracking and management of the configuration items (CIs) in the CMDB.

question: 14
Which module in ServiceNow allows you to track the performance of IT services against established SLAs?
A. Change Management
B. Incident Management
C. Service Level Management
D. Configuration Management
correct answer: C
explanation: ⏱️ Service Level Management allows organizations to track the performance of IT services and ensure that service levels are met according to established SLAs.

question: 15
What should be the primary consideration when assigning a priority to an incident in ServiceNow?
A. The cost of the incident
B. The length of time the incident has been open
C. The business impact and urgency of the incident
D. The severity of the user’s complaint
correct answer: C
explanation: 📊 When assigning priority, the business impact and urgency of the incident are the most critical factors, as they help determine how quickly the issue should be addressed.

question: 16
In ServiceNow, which feature allows users to request predefined services like a new laptop or software access?
A. Incident Record
B. Change Request
C. Service Catalog
D. Knowledge Article
correct answer: C
explanation: 🛍️ The Service Catalog in ServiceNow provides users with a catalog of predefined IT services they can request, improving service delivery and reducing the workload on support staff.

question: 17
What is the purpose of a Change Request in ServiceNow?
A. To track incidents and their resolutions
B. To request approval for an alteration to an IT service or system
C. To manage and document IT asset configurations
D. To allow users to report new service requests
correct answer: B
explanation: 🔄 Change Requests are used in ServiceNow to request approval for alterations or updates to IT services, configurations, or infrastructure to ensure minimal disruption and risk.

question: 18
Which of the following modules is responsible for tracking and managing issues that arise during IT service delivery, such as service outages or system failures?
A. Incident Management
B. Problem Management
C. Change Management
D. Knowledge Management
correct answer: A
explanation: ⚡ Incident Management is responsible for tracking and resolving issues, such as outages and failures, ensuring services are restored as quickly as possible with minimal impact on business operations.

question: 19
What is the role of the Service Desk in an ITSM process?
A. To manage and resolve problems that affect the infrastructure
B. To provide end users with a centralized point of contact for IT-related issues
C. To perform root cause analysis for recurring incidents
D. To ensure compliance with security policies
correct answer: B
explanation: 📞 The Service Desk serves as the first point of contact for users, handling incidents, requests, and service-related queries, facilitating the overall IT service delivery process.

question: 20
What is the purpose of Problem Management in ServiceNow?
A. To resolve incidents as quickly as possible
B. To ensure that IT services meet user expectations
C. To analyze root causes of recurring incidents and prevent future occurrences
D. To track and report the status of IT services
correct answer: C
explanation: 🛠️ Problem Management in ServiceNow focuses on analyzing the root causes of recurring incidents and implementing solutions to prevent them, improving long-term service reliability.

question: 21
Which of the following is a primary objective of the ServiceNow Knowledge Management process?
A. To provide a platform for users to report incidents
B. To enable users to resolve issues independently using articles
C. To manage configuration items (CIs)
D. To monitor service availability in real time
correct answer: B
explanation: 📚 Knowledge Management aims to enable users to resolve issues independently by providing access to knowledge articles that document solutions to common problems.

question: 22
In ServiceNow, what is the Problem Management process used for?
A. To track and manage incidents that users report
B. To analyze and fix the root causes of recurring issues
C. To document service outages and downtime
D. To request IT hardware or software
correct answer: B
explanation: 🔧 Problem Management is focused on identifying and eliminating the root causes of recurring issues, preventing them from affecting users or services in the future.

question: 23
Which of the following is a best practice when creating a Change Request in ServiceNow?
A. The change should be implemented immediately after submission
B. The change should be documented and reviewed for potential risks
C. The change should be approved by the incident manager before submission
D. The change request can be automatically approved without review
correct answer: B
explanation: 📋 Best practices for Change Requests in ServiceNow involve documenting the change, assessing potential risks, and ensuring proper review and approval before implementation.

question: 24
Which ServiceNow module would be used to automate IT service workflows like ticket routing and approval processes?
A. Service Catalog
B. Change Management
C. Workflow
D. Knowledge Management
correct answer: C
explanation: ⚙️ The Workflow module in ServiceNow automates IT processes, such as routing tickets and managing approval processes, improving efficiency and consistency in service delivery.

question: 25
What is the ServiceNow tool used to ensure compliance with corporate policies and regulatory requirements by tracking changes to system configurations?
A. Configuration Management Database (CMDB)
B. Change Management
C. Service Level Management
D. Security Incident Management
correct answer: A
explanation: 🗂️ The CMDB in ServiceNow is used to track and manage IT assets and configuration items (CIs), ensuring compliance with policies and regulations by maintaining an up-to-date record of system configurations.

question: 26
What is the primary function of Incident Management in ITSM?
A. To investigate the root cause of recurring issues
B. To restore service as quickly as possible when a disruption occurs
C. To evaluate the impact of planned changes to IT systems
D. To track the configuration of IT assets and services
correct answer: B
explanation: ⚡ Incident Management is focused on quickly restoring normal service when disruptions occur to minimize impact on business operations and users.

question: 27
Which of the following is an important characteristic of a Service Level Agreement (SLA) in ServiceNow?
A. It defines the response time and resolution time for incidents and service requests
B. It specifies how to prioritize service requests based on severity
C. It determines which users can submit service requests
D. It tracks user activity and logins for audit purposes
correct answer: A
explanation: ⏱️ SLAs define the expected response and resolution times for incidents and service requests, ensuring that services are delivered within agreed timeframes.

question: 28
What is the ServiceNow Change Management process primarily designed to do?
A. Provide a self-service portal for users to request IT services
B. Track IT incidents and restore service to normal
C. Minimize the risk and impact of changes to IT systems and services
D. Monitor the performance of IT services in real-time
correct answer: C
explanation: 🔄 Change Management in ServiceNow is designed to control changes to IT services and systems, minimizing risk and ensuring that changes are implemented safely and effectively.

question: 29
Which of the following is a key benefit of using ServiceNow’s Service Catalog?
A. It improves incident resolution times
B. It allows users to submit and track service requests through a self-service portal
C. It provides a platform for IT support teams to collaborate on incidents
D. It enables root cause analysis of service failures
correct answer: B
explanation: 🛍️ The Service Catalog provides users with a self-service portal to request IT services, reducing the burden on support teams and improving service delivery.

question: 30
In ServiceNow, which of the following modules is primarily responsible for automating security incident detection and response?
A. Change Management
B. Security Incident Management
C. Incident Management
D. Configuration Management
correct answer: B
explanation: 🔐 Security Incident Management is used to manage and automate the detection, response, and remediation of security-related incidents in the organization.