SERVICENOW ITSM IMPLEMENTATION CERTIFICATION EXAM QUESTIONS AND ANSWERS. VERIFIED 2025/2026.

SERVICENOW ITSM IMPLEMENTATION
CERTIFICATION EXAM QUESTIONS
AND ANSWERS. VERIFIED 2025/2026.



ServiceNow provides what key IT services? - ANS -IT

-Security Operations

-HR

-Customer Service

-Building Business Services



ITSM inculudes? - ANS -Incident Management

-Problem Management

-Change Management

-Request Fulfillment

-and rely heavily on

Knowledge Management and CMDB



What are the types of workshops for ITSM - ANS -Roadmap Workshop

-Process Workshops

-Technical Workshops

-Requirements Workshops


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,Roadmap workshop summary - ANS -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 - ANS 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 - ANS 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? - ANS itil_admin



Who/what role can archive an incident? - ANS itil



What are the outputs of requirements workshops? - ANS Draft stories and input for story
creation



Do (TC) Technical consultants attend requirements workshops? - ANS 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.




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,When implementing SN, deleting demo data and loading foundation data is often a first step.
Foundation data includes? - ANS Companies

Users

Groups

Roles

Departments

Locations

etc...



How can foundation data be brought into ServiceNow? - ANS Manually in ServiceNow

Integration i.e LDAP or Business system

Imported.



This foundation data is used to configure security, access, approvals and ITSM processes.



A user record has what relationships in terms of foundation data? - ANS 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? -
ANS Companies

Departments

Locations


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, Groups



A group record has what relationships in terms of foundation data? - ANS Group:

-Can have zero to many members

-Can have zero to many roles



CMDB aids ITSM processes by? - ANS -Providing the capability to associate CI's to incident,
problem or change records

-Identifying the respective support and approval groups

-Identifying the business critical of affected CI's to aid in prioritization and escalation

-Identifying potential upstream or downstream impacts.



Creating CI's in the CMDB can be done in what ways? - ANS -Manual creation via the
Configuration Management application modules

-Creation via Service Catalog fulfillment processes

-Import from external source

-Integration with 3rd party systems

-Automated discovery tool(s)



How many classes extend the Base Configuration Item [cmdb]? - ANS Over 500 classes



What is the base class for CMDB - ANS base configuration item [cmdb]



What do all technical CI's extend from? - ANS Configuration Item [cmdb_ci]



What do all NON technical CI's extend from? - ANS base configuration item [cmdb]

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