SERVICENOW ITSM IMPLEMENTATION CERTIFICATION EXAM QUESTIONS AND ANSWERS 2025

ServiceNow provides what key IT services? - ANSWER -IT -Security Operations -HR -Customer Service -Building Business Services ITSM inculudes? - ANSWER -Incident Management -Problem Management -Change Management -Request Fulfillment -and rely heavily on Knowledge Management and CMDB What are the types of workshops for ITSM - ANSWER -Roadmap Workshop -Process Workshops -Technical Workshops -Requirements Workshops Roadmap workshop summary - ANSWER -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 - ANSWER 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 - ANSWER 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? - ANSWER itil_admin Who/what role can archive an incident? - ANSWER itil What are the outputs of requirements workshops? - ANSWER Draft stories and input for story creation