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ServiceNow ITSM Implementation
Certification Exam Questions With
100% Correct Answers
ServiceNow provides what key IT services? - ✔✔-IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes? - ✔✔-Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM - ✔✔-Roadmap Workshop
Katelyn Whitman© 2025, All Rights Reserved.
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-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary - ✔✔-Create an actionable roadmap that guide the
transition to the corresponding servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary - ✔✔Include high level discussion about the process best
practices, identification of the existing processes and areas for improvement, a review of
how the processes are supported by ServiceNow application as well as alignment of
customer workflows to ServiceNow best practices.
Technical workshop summary - ✔✔Outline configuration options to control scale-
ability, maintainability and performance. These interactive sessions are tailored to
customer objectives and cover implementing and maintaining applications on the
platform. Technical workshops identify the technical requirements for implementation.
Who/what role can delete a change request? - ✔✔itil_admin
Who/what role can archive an incident? - ✔✔itil
Katelyn Whitman© 2025, All Rights Reserved.
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What are the outputs of requirements workshops? - ✔✔Draft stories and input for story
creation
Do (TC) Technical consultants attend requirements workshops? - ✔✔Yes typically at
least one TC does and they demonstrate the 'as-is' functionality within each ITSM
application, encourages alignment with best practices and discourages over-
engineering.
When implementing SN, deleting demo data and loading foundation data is often a first
step. Foundation data includes? - ✔✔Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - ✔✔Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
Katelyn Whitman© 2025, All Rights Reserved.
, 4|Page
This foundation data is used to configure security, access, approvals and ITSM
processes.
A user record has what relationships in terms of foundation data? - ✔✔User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data? -
✔✔Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - ✔✔Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by? - ✔✔-Providing the capability to associate CI's to
incident, problem or change records
Katelyn Whitman© 2025, All Rights Reserved.
ServiceNow ITSM Implementation
Certification Exam Questions With
100% Correct Answers
ServiceNow provides what key IT services? - ✔✔-IT
-Security Operations
-HR
-Customer Service
-Building Business Services
ITSM inculudes? - ✔✔-Incident Management
-Problem Management
-Change Management
-Request Fulfillment
-and rely heavily on
Knowledge Management and CMDB
What are the types of workshops for ITSM - ✔✔-Roadmap Workshop
Katelyn Whitman© 2025, All Rights Reserved.
,2|Page
-Process Workshops
-Technical Workshops
-Requirements Workshops
Roadmap workshop summary - ✔✔-Create an actionable roadmap that guide the
transition to the corresponding servicenow applications and answer the questions:
Where would we like to be?
Where do we start?
How do we get there?
Process workshop summary - ✔✔Include high level discussion about the process best
practices, identification of the existing processes and areas for improvement, a review of
how the processes are supported by ServiceNow application as well as alignment of
customer workflows to ServiceNow best practices.
Technical workshop summary - ✔✔Outline configuration options to control scale-
ability, maintainability and performance. These interactive sessions are tailored to
customer objectives and cover implementing and maintaining applications on the
platform. Technical workshops identify the technical requirements for implementation.
Who/what role can delete a change request? - ✔✔itil_admin
Who/what role can archive an incident? - ✔✔itil
Katelyn Whitman© 2025, All Rights Reserved.
,3|Page
What are the outputs of requirements workshops? - ✔✔Draft stories and input for story
creation
Do (TC) Technical consultants attend requirements workshops? - ✔✔Yes typically at
least one TC does and they demonstrate the 'as-is' functionality within each ITSM
application, encourages alignment with best practices and discourages over-
engineering.
When implementing SN, deleting demo data and loading foundation data is often a first
step. Foundation data includes? - ✔✔Companies
Users
Groups
Roles
Departments
Locations
etc...
How can foundation data be brought into ServiceNow? - ✔✔Manually in ServiceNow
Integration i.e LDAP or Business system
Imported.
Katelyn Whitman© 2025, All Rights Reserved.
, 4|Page
This foundation data is used to configure security, access, approvals and ITSM
processes.
A user record has what relationships in terms of foundation data? - ✔✔User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
What can be nested with parent child relationships in terms of foundation data? -
✔✔Companies
Departments
Locations
Groups
A group record has what relationships in terms of foundation data? - ✔✔Group:
-Can have zero to many members
-Can have zero to many roles
CMDB aids ITSM processes by? - ✔✔-Providing the capability to associate CI's to
incident, problem or change records
Katelyn Whitman© 2025, All Rights Reserved.
