question: 1

Which ITSM module is used to restore normal service operation as quickly as possible?
A. Problem Management
B. Incident Management
C. Change Management
D. Request Management
✅ correct answer: B
🧠 explanation: Incident Management aims to restore service operation rapidly and minimize impact on business.

question: 2

What is the purpose of the Problem Management process?
A. Handle customer requests
B. Restore service quickly
C. Prevent incidents from recurring
D. Deploy new services
✅ correct answer: C
🧠 explanation: Problem Management seeks to find the root cause and eliminate recurring incidents.

question: 3

Which of the following tables does an incident record belong to?
A. task
B. cmdb_ci
C. incident_task
D. sc_request
✅ correct answer: A
🧠 explanation: The incident table extends the task table, inheriting its fields and behavior.

question: 4

In which phase of the Change Management process is the Change Advisory Board (CAB) involved?
A. Create
B. Approve
C. Implement
D. Review
✅ correct answer: B
🧠 explanation: CAB reviews and approves changes during the approval phase to assess risk and impact.

question: 5

Which module provides a user-friendly interface for requesting standard services?
A. Service Portal
B. Incident Form
C. Configuration Management
D. Knowledge Base
✅ correct answer: A
🧠 explanation: The Service Portal allows users to submit service requests and search knowledge articles easily.

question: 6

What role is typically required to create or modify knowledge articles?
A. itil
B. catalog_admin
C. knowledge_admin
D. change_manager
✅ correct answer: C
🧠 explanation: The knowledge_admin role provides full access to create and manage knowledge articles.

question: 7

Which of the following is a benefit of Request Management?
A. Tracks changes to CIs
B. Resolves major incidents
C. Provides standardized service fulfillment
D. Approves CAB meetings
✅ correct answer: C
🧠 explanation: Request Management helps deliver services through a repeatable and standardized process.

question: 8

What does Configuration Management track?
A. Service requests
B. Knowledge articles
C. Incidents
D. Configuration Items and their relationships
✅ correct answer: D
🧠 explanation: Configuration Management maintains data about CIs and their relationships in the CMDB.

question: 9

What type of change requires minimal risk and is often pre-approved?
A. Normal
B. Emergency
C. Standard
D. Unauthorized
✅ correct answer: C
🧠 explanation: Standard Changes are low-risk, repeatable, and pre-approved based on templates.

question: 10

Which field links an Incident to a specific Configuration Item (CI)?
A. Affected User
B. Assignment Group
C. Category
D. Configuration Item
✅ correct answer: D
🧠 explanation: The Configuration Item field ties the incident to a specific CI for impact tracking and root cause analysis.

question: 11

What role is typically assigned to users who fulfill service catalog requests?
A. itil
B. approver_user
C. catalog_fulfiller
D. requester
✅ correct answer: C
🧠 explanation: The catalog_fulfiller role enables users to view and process catalog tasks assigned to them.

question: 12

Which ITSM process involves conducting a post-implementation review?
A. Incident Management
B. Change Management
C. Request Management
D. Problem Management
✅ correct answer: B
🧠 explanation: Change Management includes a review phase to evaluate the change’s success and document lessons learned.

question: 13

What is the primary purpose of the Knowledge Base in ServiceNow?
A. Submit incidents
B. Store configuration data
C. Provide solutions and information to users
D. Create service requests
✅ correct answer: C
🧠 explanation: The Knowledge Base helps users and agents find solutions, reducing incident volume.

question: 14

What type of task is automatically generated when a service catalog item is ordered?
A. Incident
B. Change Task
C. Catalog Task
D. Problem Task
✅ correct answer: C
🧠 explanation: Catalog Tasks are generated to fulfill service catalog requests.

question: 15

Which process is most closely tied to the Known Error database?
A. Change
B. Problem
C. Request
D. Incident
✅ correct answer: B
🧠 explanation: Problem Management uses the Known Error database to document problems with identified root causes and workarounds.

question: 16

In ITSM, what is the function of the Assignment Group field?
A. Displays the impacted service
B. Assigns a record to a specific team
C. Identifies priority
D. Routes incidents to change management
✅ correct answer: B
🧠 explanation: The Assignment Group specifies which team is responsible for working on the record.

question: 17

What is required before a Normal Change can be implemented?
A. Approval and CAB review
B. CMDB update
C. Knowledge article creation
D. Problem resolution
✅ correct answer: A
🧠 explanation: Normal Changes require proper planning, risk assessment, and approval from CAB before implementation.

question: 18

What defines how ServiceNow maps incoming requests to fulfillment workflows?
A. SLA Definitions
B. Business Rules
C. Record Producers
D. Catalog Items
✅ correct answer: D
🧠 explanation: Catalog Items define the form, approval, and fulfillment process for each service request.

question: 19

Which table stores change records in ServiceNow?
A. change_request
B. task_change
C. cmdb_change
D. change_task
✅ correct answer: A
🧠 explanation: All change requests are stored in the change_request table.

question: 20

How are service offerings typically linked to users in ServiceNow?
A. By their IP address
B. Via CMDB discovery
C. Through user criteria and catalog subscriptions
D. Manually by administrators
✅ correct answer: C
🧠 explanation: User Criteria and subscriptions determine who can access specific service offerings.

question: 21

What happens when a user escalates an incident to the next support tier?
A. Priority is downgraded
B. A new problem is created
C. Assignment group or individual may be changed
D. SLA restarts
✅ correct answer: C
🧠 explanation: Escalation can involve changing the Assignment Group or assignee to a higher support tier.

question: 22

What is the purpose of incident categorization?
A. Provide a title
B. Determine urgency
C. Classify incidents for reporting and routing
D. Escalate automatically
✅ correct answer: C
🧠 explanation: Categorizing helps in routing, SLA management, and trend analysis.

question: 23

What is the first step in the Incident Management lifecycle?
A. Resolution
B. Categorization
C. Detection and Logging
D. Escalation
✅ correct answer: C
🧠 explanation: The lifecycle begins with identifying and logging the incident.

question: 24

What tool helps visually track the progression of a Change Request?
A. Flow Designer
B. State Model
C. Change Calendar
D. Visual Task Board
✅ correct answer: D
🧠 explanation: Visual Task Board lets users track change states, assignments, and progress using drag-and-drop cards.

question: 25

Which of the following is an ITIL-aligned process in ITSM?
A. Role-based access control
B. Incident Management
C. IntegrationHub
D. Agent Workspace
✅ correct answer: B
🧠 explanation: Incident Management is a core process based on ITIL best practices.

question: 26

What feature allows agents to view related records directly from an incident?
A. Visual Task Board
B. Related Links
C. Agent Assist
D. Activity Stream
✅ correct answer: B
🧠 explanation: Related Links provide quick access to associated problems, changes, or knowledge articles.

question: 27

What defines the maximum amount of time to resolve a task based on priority?
A. Notification rule
B. Assignment Group
C. SLA
D. Approval Policy
✅ correct answer: C
🧠 explanation: SLAs (Service Level Agreements) define target response and resolution times.

question: 28

Which one of the following roles can approve a change request by default?
A. change_manager
B. itil
C. admin
D. approver_user
✅ correct answer: D
🧠 explanation: Users with the approver_user role can approve change requests routed to them.

question: 29

Which condition does NOT typically trigger an SLA?
A. Record creation
B. Priority change
C. Assignment group change
D. Time zone update
✅ correct answer: D
🧠 explanation: SLAs are usually triggered by task creation or priority changes, not by metadata like time zone.

question: 30

Which ServiceNow component allows you to automate incident resolution suggestions?
A. Flow Designer
B. Agent Assist
C. Virtual Agent
D. Playbook
✅ correct answer: B
🧠 explanation: Agent Assist uses machine learning to provide real-time suggestions for resolving incidents.