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
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,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.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,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
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, 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]
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
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
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,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.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,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
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, 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]
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
