ServiceNow CIS-ITSM Certified Implementation Specialist – IT Service Management Exam Dumps and Practice Test Questions Set 9 Q161-180

Visit here for our full ServiceNow CIS-ITSM exam dumps and practice test questions.

Question 161:

Which ServiceNow ITSM module enables IT teams to track incidents, prioritize them, and restore normal service operations as quickly as possible?

A) Incident Management
B) Problem Management
C) Change Management
D) Asset Management

Answer: A) Incident Management

Explanation:

Incident Management in ServiceNow ITSM is a fundamental ITIL-aligned process designed to restore normal service operations as quickly as possible while minimizing business impact. The primary objective of this module is to handle unexpected disruptions to IT services efficiently, ensuring continuity and operational stability. Incidents can include service outages, application errors, hardware failures, network issues, or user-generated errors, and must be resolved promptly to maintain service quality.

ServiceNow Incident Management allows incidents to be automatically created from multiple sources, including email, self-service portal submissions, API triggers, and event-driven alerts from Event Management. Each incident can be categorized and prioritized based on urgency, impact, affected Configuration Items (CIs), or business service importance. For example, a critical ERP system outage can be flagged as a high-priority incident, automatically routed to the appropriate Application Support team with escalation rules triggered if resolution timelines are at risk.

The module supports automated workflows, notifications, approvals, and SLA tracking, ensuring that incidents are addressed within defined service levels. Integration with the Knowledge Base allows technicians and end-users to access pre-documented solutions, workarounds, and resolutions, reducing time to resolution and minimizing repetitive work. Additionally, dashboards and reporting provide real-time insights into incident trends, resolution times, SLA compliance, team performance, and bottlenecks, enabling data-driven decision-making and continual process improvement.

Incident Management also integrates seamlessly with Problem Management to identify recurring incidents and implement preventive measures. Integration with Change Management ensures that fixes requiring modifications are implemented in a controlled, auditable manner, maintaining IT governance and reducing the risk of service disruptions.

ITIL emphasizes that Incident Management is not only about technical resolution but also about maintaining user satisfaction, reducing downtime, preserving productivity, and supporting operational efficiency. By leveraging Incident Management within ServiceNow ITSM, organizations can ensure consistent, predictable handling of service disruptions, improve SLA compliance, enhance IT operational resilience, and strengthen overall IT service quality and business continuity.

In summary, Incident Management provides end-to-end visibility, automated prioritization, efficient assignment, SLA monitoring, knowledge integration, and proactive coordination with other ITSM processes, ensuring rapid restoration of services and minimal business impact.

Question 162:

Which ServiceNow ITSM module helps IT teams prevent recurring incidents by identifying root causes and implementing permanent fixes?

A) Problem Management
B) Incident Management
C) Change Management
D) SLA Management

Answer: A) Problem Management

Explanation:

Problem Management in ServiceNow ITSM focuses on the proactive identification, analysis, and resolution of the root causes of recurring incidents. Unlike Incident Management, which emphasizes immediate restoration of service, Problem Management is strategic in nature and aims to reduce the likelihood and frequency of future incidents, thereby improving overall IT service reliability and operational efficiency.

When recurring issues or patterns are detected, IT teams create a Problem record in ServiceNow ITSM, documenting symptoms, affected services, priority, and potential impacts. Root cause analysis (RCA) is performed using ITIL-recommended techniques such as the “5 Whys,” Ishikawa diagrams, or fault tree analysis. This process allows IT teams to systematically uncover the underlying issues, whether they are technical failures, configuration errors, design flaws, or process weaknesses.

Known Error records are created to document identified root causes along with temporary workarounds. These workarounds provide immediate relief to users while permanent solutions are planned and deployed. Integration with Change Management ensures that corrective actions are implemented through controlled, auditable processes, reducing risk and maintaining compliance with IT governance standards.

Problem Management also incorporates trend analysis and predictive insights from Event Management to proactively identify potential issues before they escalate into major incidents. Dashboards and reporting provide visibility into problem trends, resolution progress, effectiveness of preventive measures, recurring incident reduction, and overall impact on service levels. This data-driven approach enables IT managers to prioritize resources, mitigate business risks, and optimize IT operations.

Knowledge Base integration ensures that lessons learned, root causes, and workarounds are documented and shared with both IT staff and end-users, facilitating faster resolutions for similar incidents in the future. By minimizing the recurrence of incidents, Problem Management contributes to improved SLA compliance, reduced downtime, higher user satisfaction, and optimized operational efficiency.

ITIL emphasizes Problem Management as a cornerstone of continual service improvement, supporting proactive governance, risk reduction, and service resilience. By moving from reactive incident handling to strategic problem resolution, organizations can create a more reliable, predictable IT environment.

In summary, Problem Management enables IT teams to systematically identify root causes, implement permanent fixes, provide temporary workarounds, share knowledge, reduce incident recurrence, improve service reliability, optimize resource allocation, and enhance overall ITSM performance within ServiceNow.

Question 163:

Which ServiceNow ITSM module enables organizations to manage the financial aspects of IT services, including costs, budgets, and chargebacks?

A) Financial Management
B) Asset Management
C) SLA Management
D) Service Catalog

Answer: A) Financial Management

Explanation:

Financial Management in ServiceNow ITSM provides organizations with a comprehensive framework for managing, tracking, and optimizing the financial aspects of IT services, resources, and operations. The module allows IT leaders to monitor costs, plan budgets, and allocate resources effectively while maintaining transparency and accountability for IT expenditures. It supports the identification of the total cost of ownership (TCO) for IT services, including hardware, software, licenses, cloud services, maintenance, personnel, and operational overhead.

Integration with Asset Management, CMDB, and the Service Catalog enables Financial Management to link financial data to operational metrics, giving IT teams insights into the cost implications of incidents, changes, or service disruptions. For instance, the cost of a critical application can be correlated with incident volumes, change initiatives, and asset lifecycles to evaluate ROI, optimize investments, and support business decision-making. Organizations can also implement chargeback or showback models to allocate IT costs to internal departments or business units transparently, fostering accountability and responsible resource usage.

Financial Management provides detailed reporting, dashboards, and trend analysis, offering visibility into budget adherence, cost variances, resource utilization, license compliance, and expenditure trends. These insights enable proactive identification of cost-saving opportunities, process optimization, and strategic investment planning. By integrating with SLA Management, IT leaders can assess the financial impact of service-level breaches or outages, aligning financial and operational decision-making.

ITIL emphasizes the importance of financial transparency, cost control, and governance within ITSM. Financial Management ensures that organizations can make data-driven decisions that balance cost efficiency with service quality, optimize IT spending, comply with regulatory requirements, and support strategic planning. Additionally, linking financial data with operational performance metrics enables assessment of service efficiency, cost-effectiveness, and risk management, providing a holistic view of IT service value.

In summary, Financial Management strengthens IT fiscal control, enables strategic budget allocation, supports cost optimization, aligns IT spending with business priorities, enhances accountability, and contributes to sustainable, efficient, and value-driven IT operations within ServiceNow ITSM.

Question 164:

Which ServiceNow ITSM module provides a centralized portal for end-users to submit service requests, track fulfillment, and access self-service resources?

A) Service Catalog
B) Workflow Editor
C) Event Management
D) Asset Management

Answer: A) Service Catalog

Explanation:

The Service Catalog in ServiceNow ITSM is a centralized, user-friendly interface that allows end-users to submit service requests for IT services, software, hardware, and access permissions. It enables organizations to standardize request handling, automate approvals, and ensure SLA compliance. Each catalog item can be linked to predefined workflows that include task assignments, notifications, and escalation rules, ensuring consistent and timely fulfillment.

For example, when a user requests a new laptop, the Service Catalog triggers an automated workflow: routing approvals, updating asset records, notifying stakeholders, and monitoring SLA adherence. Integration with SLA Management ensures that service requests are fulfilled within agreed timelines. Self-service capabilities allow users to track request progress, cancel requests, or access knowledge articles to resolve common issues without contacting the Service Desk, reducing operational workload and improving user satisfaction.

Analytics and reporting features provide visibility into request volumes, workflow efficiency, popular catalog items, and bottlenecks. ITIL emphasizes Service Request Management as a critical process to improve operational efficiency, reduce errors, and enhance transparency for both IT staff and end-users. Integration with Incident, Problem, and Change Management ensures that requests leading to incidents or changes are properly handled.

The Service Catalog also supports customization, including branding, content targeting, user-specific menus, and accessibility features, improving adoption and engagement. Dashboards provide real-time insights into request fulfillment, SLA compliance, and process performance, enabling IT teams to continuously optimize operations.

By leveraging the Service Catalog, organizations can streamline service request management, enforce standardized workflows, ensure timely resolution, empower users through self-service, and enhance overall IT service delivery. It serves as the foundation for operational efficiency, user empowerment, and continual service improvement in ServiceNow ITSM.

Question 165:

Which ServiceNow ITSM module helps IT teams proactively detect anomalies in infrastructure or applications and trigger automated remediation workflows?

A) Event Management
B) Problem Management
C) Change Management
D) SLA Management

Answer: A) Event Management

Explanation:

Event Management in ServiceNow ITSM is designed to provide proactive monitoring and management of IT infrastructure, applications, and services. It aggregates events from servers, network devices, applications, and monitoring tools, correlating them to identify anomalies that may lead to incidents. This early detection allows IT teams to address issues before they impact end-users or business operations.

For instance, if multiple servers report high CPU usage simultaneously, Event Management can automatically generate an incident, notify the appropriate IT team, and trigger predefined remediation workflows to mitigate potential service disruption. Integration with CMDB and Service Mapping allows the events to be contextualized against business services and affected Configuration Items (CIs), enabling IT teams to prioritize based on business impact.

Dashboards provide real-time visibility into the health of systems, recurring alerts, and trends in infrastructure performance. Predictive analytics enhances early detection, enabling preventive actions before incidents escalate. By automating notifications, escalations, and remediation tasks, Event Management reduces manual effort, accelerates response times, and supports SLA compliance.

Event Management also aligns with Incident, Problem, and Change Management processes to ensure that detected anomalies are resolved efficiently and that long-term fixes are implemented in a controlled manner. ITIL emphasizes proactive event detection and correlation as a best practice to minimize downtime, improve service reliability, and support continual service improvement.

Additionally, reporting and analytics allow organizations to assess recurring problems, identify root causes, optimize resource allocation, and plan preventive maintenance. In summary, Event Management strengthens IT service resilience, enhances operational efficiency, enables proactive issue resolution, and ensures a more stable and reliable IT environment within ServiceNow ITSM.

Question 166:

Which ServiceNow ITSM module allows IT teams to track and manage the lifecycle of IT resources, including hardware, software, and licenses?

A) Asset Management
B) Service Catalog
C) Problem Management
D) SLA Management

Answer: A) Asset Management

Explanation:

Asset Management in ServiceNow ITSM is a comprehensive module that tracks IT resources throughout their entire lifecycle—from procurement to deployment, maintenance, and retirement. It covers hardware, software, licenses, cloud services, and virtual assets. Each asset record captures critical information such as serial numbers, warranty periods, configuration details, ownership, and location. Integration with the CMDB links assets to Configuration Items (CIs), providing a holistic view of the IT infrastructure and its relationships with business services.

Asset Management enables IT teams to assess the impact of incidents, changes, or problems on specific assets. For example, if a server fails, Asset Management helps identify which applications, users, and services are affected, supporting faster incident resolution and minimizing business disruption. Proactive capabilities such as maintenance schedules, renewal alerts, and license compliance monitoring ensure operational continuity, reduce unplanned downtime, and optimize costs.

Advanced reporting and analytics provide insights into asset utilization, cost efficiency, and lifecycle performance. This supports strategic procurement decisions, resource optimization, and identification of underutilized or redundant assets. Automated workflows for approvals, notifications, and audits reduce administrative effort and enforce compliance with organizational policies.

ITIL emphasizes Asset Management as critical for operational efficiency, regulatory compliance, cost control, and continual service improvement. Integration with Incident, Problem, and Change Management ensures that asset-related incidents are resolved efficiently, root causes are addressed, and updates are implemented in a controlled manner. Overall, Asset Management empowers organizations to maintain full visibility of IT resources, optimize utilization, reduce costs, improve service reliability, and support data-driven operational decisions within ServiceNow ITSM.

Question 167:

Which ServiceNow ITSM module provides a visual interface for designing and automating approvals, notifications, and task assignments across ITSM processes?

A) Workflow Editor
B) Service Catalog
C) Event Management
D) SLA Management

Answer: A) Workflow Editor

Explanation:

The Workflow Editor in ServiceNow ITSM is a powerful visual automation and orchestration tool that allows IT teams to design, execute, and manage complex workflows across multiple IT processes. Workflows define sequences of tasks, approvals, notifications, and escalations to ensure consistent and efficient execution of ITSM processes such as Incident, Problem, Change, Service Request, and Knowledge Management.

For example, when a user submits a software installation request through the Service Catalog, the Workflow Editor automatically routes the request through the approval process, assigns tasks to the appropriate teams, updates asset records, notifies stakeholders, and escalates overdue tasks. This automation reduces human error, accelerates service delivery, improves compliance, and enhances transparency.

The Workflow Editor supports conditional logic, parallel task execution, SLA-based triggers, reusable subflows, and integration with modules like CMDB, Service Mapping, and SLA Management. This integration ensures context-aware automation based on service impact, configuration items, or business priorities. Dashboards provide real-time visibility into workflow performance, bottlenecks, completion metrics, and SLA compliance.

ITIL emphasizes workflow automation as a key enabler of continual service improvement, enabling IT teams to focus on high-value strategic activities instead of repetitive manual tasks. Audit trails maintained within workflows ensure governance, accountability, and regulatory compliance.

By leveraging the Workflow Editor, organizations can standardize operations, improve operational efficiency, reduce resolution times, enforce SLA compliance, and deliver predictable, high-quality IT services. It is essential for automating approvals, notifications, and task assignments, providing visibility, maintaining compliance, and enabling scalable IT service delivery across the enterprise.

Question 168:

Which ServiceNow ITSM module allows IT teams to proactively monitor infrastructure, detect anomalies, and trigger automated remediation workflows?

A) Event Management
B) Asset Management
C) Knowledge Base
D) Service Catalog

Answer: A) Event Management

Explanation:

Event Management in ServiceNow ITSM is designed for proactive IT monitoring and incident prevention. It collects events from servers, network devices, applications, and monitoring tools and correlates them to detect anomalies before they impact business services. For instance, if multiple servers report high CPU usage, Event Management can automatically create an incident, notify IT teams, and trigger predefined remediation workflows to prevent service disruption.

Integration with the CMDB and Service Mapping enables IT teams to understand the business services affected, assess impact, and prioritize remediation efforts. Dashboards provide real-time visibility into recurring alerts, system health, and infrastructure performance trends, allowing for informed decision-making and faster incident resolution.

Predictive analytics enhances early detection, enabling preventive actions before users are impacted. Automated notifications, escalations, and remediation workflows reduce manual effort, accelerate response times, and improve SLA compliance. Integration with Incident, Problem, and Change Management ensures anomalies are resolved efficiently and permanent fixes are implemented in a controlled manner.

ITIL emphasizes proactive event detection as a best practice for minimizing downtime, improving service reliability, and supporting continual service improvement. Reporting and analytics help organizations identify root causes, recurring issues, optimize resource allocation, and plan preventive maintenance.

By enabling IT teams to monitor critical components proactively and take corrective actions before incidents escalate, Event Management ensures operational continuity, enhances user satisfaction, improves SLA adherence, and strengthens overall IT resilience within ServiceNow ITSM.

Question 169:

Which ServiceNow ITSM module helps IT teams track and optimize the lifecycle of hardware, software, and IT resources?

A) Asset Management
B) Service Catalog
C) Problem Management
D) SLA Management

Answer: A) Asset Management

Explanation:

Asset Management in ServiceNow ITSM provides a structured approach to managing IT assets across their entire lifecycle—from procurement, deployment, maintenance, to retirement. It includes hardware, software, licenses, cloud services, and virtual assets. Each asset record captures essential information such as serial numbers, warranties, configuration, ownership, and location. Integration with CMDB ensures assets are linked to Configuration Items (CIs) and business services, enabling IT teams to assess the impact of incidents, changes, or problems efficiently.

For example, if a server fails, Asset Management helps identify which applications, services, and users are affected, enabling rapid incident resolution. Proactive features like scheduled maintenance, renewal alerts, license compliance monitoring, and decommissioning planning reduce operational risk, unplanned downtime, and costs.

Advanced reporting and analytics provide insights into asset utilization, cost efficiency, and lifecycle trends, supporting strategic procurement and resource optimization. Automated workflows for approvals, notifications, and audits reduce administrative overhead while enforcing policy compliance.

ITIL emphasizes Asset Management as critical for regulatory compliance, operational efficiency, cost control, and continual service improvement. Integration with Incident, Problem, and Change Management ensures asset-related issues are addressed effectively, permanent solutions are implemented through controlled changes, and operational knowledge is captured for future reference.

Asset Management empowers organizations to maintain full visibility of IT resources, optimize utilization, control costs, improve service reliability, and support informed decision-making. In summary, Asset Management strengthens IT operational efficiency and ensures effective lifecycle management within ServiceNow ITSM.

Question 170:

Which ServiceNow ITSM module allows end-users to submit service requests, track progress, and access self-service resources?

A) Service Catalog
B) Workflow Editor
C) Event Management
D) Asset Management

Answer: A) Service Catalog

Explanation:

The Service Catalog in ServiceNow ITSM is a centralized portal that enables end-users to submit service requests for IT services, software, hardware, and access permissions. Each catalog item is linked to predefined workflows, approvals, and SLA targets to ensure requests are handled efficiently and within agreed service levels.

For instance, when a user requests a new laptop, the Service Catalog triggers a workflow that assigns approval tasks to the relevant managers, updates asset records, notifies IT staff and the requester, and tracks SLA compliance throughout the process. By automating this process, the Service Catalog reduces manual effort, ensures transparency, and accelerates fulfillment.

Integration with SLA Management allows organizations to monitor request fulfillment against defined targets, ensuring accountability and performance visibility. The Service Catalog also supports self-service capabilities, allowing users to track request status, cancel requests, or access knowledge articles without contacting the Service Desk. This reduces operational overhead and enhances user satisfaction.

Analytics and reporting provide insights into popular services, request trends, workflow efficiency, bottlenecks, and opportunities for process improvement. Integration with Incident, Problem, and Change Management ensures that requests triggering incidents or changes are processed appropriately and consistently.

ITIL emphasizes Service Request Management as a key process for operational efficiency, transparency, and continual service improvement. By centralizing request submission, automating workflows, enforcing SLA compliance, and empowering users through self-service, the Service Catalog improves efficiency, reduces errors, enhances user satisfaction, and strengthens overall IT service delivery.

In summary, the Service Catalog is a vital ITSM module that standardizes service request handling, provides actionable insights for process improvement, accelerates fulfillment, and supports a user-centric approach to IT service delivery within ServiceNow ITSM.

Question 171:

Which ServiceNow ITSM module tracks and enforces agreed-upon service levels for incidents, requests, and other IT processes?

A) SLA Management
B) Workflow Editor
C) Assignment Rules
D) Knowledge Base

Answer: A) SLA Management

Explanation:

SLA Management in ServiceNow ITSM enables organizations to define, monitor, and enforce service level agreements (SLAs) for incidents, service requests, and other IT processes. SLAs specify targets such as response times, resolution times, and priority handling based on the criticality of the service or issue.

For example, a high-priority incident may have a four-hour resolution target, while a low-priority request might have a 48-hour resolution goal. SLA Management continuously tracks performance against these targets, generating alerts, escalations, and notifications if breaches or potential violations occur.

Integration with Incident, Problem, Change, and Service Request modules ensures comprehensive SLA monitoring across all IT operations. SLA Management also supports Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to ensure end-to-end accountability between internal teams and external vendors.

Dashboards provide real-time visibility into SLA compliance, recurring breaches, trends, and bottlenecks. Analytics help managers identify areas requiring improvement, optimize resource allocation, and implement proactive measures to prevent SLA violations.

ITIL emphasizes SLA Management as a critical component for aligning IT services with business expectations, maintaining accountability, improving user satisfaction, and driving continual service improvement. Organizations using SLA Management can enforce agreed service standards, demonstrate performance metrics to stakeholders, and prioritize incident resolution based on business impact.

Effective SLA Management reduces downtime, improves reliability, ensures transparency, enhances operational efficiency, and supports decision-making. It also provides historical performance data for reporting, audits, and continual improvement initiatives.

In summary, SLA Management ensures that IT services meet predefined performance targets, monitors compliance, enables data-driven decision-making, mitigates risks, and strengthens overall IT service quality within ServiceNow ITSM.

Question 172:

Which ServiceNow ITSM module identifies the root cause of recurring incidents and implements long-term solutions?

A) Problem Management
B) Incident Management
C) Change Management
D) Asset Management

Answer: A) Problem Management

Explanation:

Problem Management in ServiceNow ITSM is a proactive ITSM process designed to identify the underlying causes of recurring incidents and implement permanent solutions to prevent future occurrences. Unlike Incident Management, which focuses on immediate resolution, Problem Management emphasizes analysis, root cause identification, and systemic improvement.

For example, if multiple users experience recurring VPN connectivity issues, Problem Management investigates network configurations, firewall rules, and infrastructure performance to determine the root cause. Once identified, a permanent fix can be implemented via Change Management, or a temporary workaround can be documented in the Known Error repository until a solution is deployed.

Problem Management integrates with Incident, Change, and Knowledge Management modules to facilitate information sharing, process coordination, and knowledge reuse. Known Errors allow IT teams and end-users to access temporary workarounds quickly, reducing downtime and minimizing business impact.

Analytics dashboards track recurring issues, measure resolution effectiveness, evaluate trends, and prioritize remediation based on business impact. ITIL highlights Problem Management as essential for continual service improvement, operational efficiency, SLA compliance, and reducing incident volumes.

Effective Problem Management enables organizations to transition from reactive incident handling to proactive service improvement. It improves service reliability, reduces operational costs, enhances resource allocation, strengthens user satisfaction, and supports strategic IT planning.

In summary, Problem Management is a vital ServiceNow ITSM module that identifies root causes, implements long-term solutions, minimizes recurring incidents, fosters knowledge sharing, supports continuous improvement, and ensures reliable, high-quality IT service delivery.

Question 173:

Which ServiceNow ITSM module provides a central repository of information, procedures, and solutions to help resolve issues faster?

A) Knowledge Base
B) Service Catalog
C) Asset Management
D) SLA Management

Answer: A) Knowledge Base

Explanation:

The Knowledge Base in ServiceNow ITSM is a centralized repository designed to capture, store, and share information, procedures, and solutions that help both IT staff and end-users resolve incidents and service requests efficiently. It is an essential component for promoting knowledge reuse, reducing repeated incidents, and accelerating issue resolution.

For instance, a common user problem, such as password reset procedures, can be documented in a Knowledge Article. Users can access this article via the self-service portal, which reduces reliance on the service desk and speeds up resolution. Knowledge articles can be categorized, tagged, and rated, ensuring that relevant information is easily accessible. Version control ensures that articles are accurate, up-to-date, and reliable.

Integration with Incident, Problem, and Change Management allows IT teams to link Knowledge Articles to tickets, ensuring consistent application of solutions across all ITSM processes. Feedback mechanisms enable users to provide input on article usefulness, helping IT staff identify knowledge gaps and continuously improve content. Approval workflows ensure that only verified, high-quality information is published.

Analytics and reporting provide insights into article usage, popular topics, knowledge gaps, and areas for improvement. This information guides IT teams in creating new articles or updating existing ones to enhance support efficiency. ITIL emphasizes knowledge sharing as a critical practice for continual service improvement, enabling IT organizations to leverage lessons learned, standardize resolutions, and reduce repetitive work.

By fostering a culture of knowledge reuse, the Knowledge Base enhances operational efficiency, improves self-service adoption, increases SLA compliance, and ensures faster resolution times. It empowers users to solve problems independently, reduces service desk workload, and supports organizational learning.

In summary, the Knowledge Base is a vital ServiceNow ITSM module that captures organizational knowledge, promotes consistency in service delivery, improves incident and problem resolution, supports self-service, enables continual improvement, and strengthens overall IT operational efficiency.

Question 174:

Which ServiceNow ITSM module allows IT teams to monitor infrastructure, detect anomalies, and automatically generate incidents?

A) Event Management
B) Problem Management
C) Change Management
D) SLA Management

Answer: A) Event Management

Explanation:

Event Management in ServiceNow ITSM provides proactive monitoring of IT infrastructure, applications, and services to detect anomalies before they escalate into service disruptions. It collects events from multiple sources, including servers, network devices, applications, and monitoring tools, and correlates them to identify patterns indicating potential failures.

For example, simultaneous high CPU utilization across several servers may indicate a performance degradation or impending failure. Event Management can automatically create incidents, notify the relevant IT teams, and trigger predefined remediation workflows to prevent service impact. Integration with CMDB and Service Mapping allows IT teams to assess the business impact of each event and prioritize responses according to criticality.

Dashboards provide real-time visibility into recurring alerts, system health, and infrastructure trends, while predictive analytics enables early detection of potential issues. ITIL emphasizes proactive monitoring as a best practice to reduce downtime, improve reliability, and support continual service improvement.

Event Management automates notifications, escalations, and workflow triggers, reducing manual effort and operational overhead. By integrating with Incident, Problem, and Change Management, detected anomalies lead to timely corrective actions, permanent fixes, and improved service availability.

Additionally, reporting and analytics offer insights into recurring events, root causes, and trends, enabling IT teams to optimize resources, implement preventive maintenance, and plan capacity effectively.

In summary, Event Management is crucial for proactive IT operations, enabling IT teams to monitor infrastructure, detect anomalies, trigger automated remediation, prioritize response based on business impact, and enhance service reliability, SLA compliance, and operational resilience.

Question 175:

Which ServiceNow ITSM module enables IT teams to track, manage, and optimize IT assets throughout their lifecycle?

A) Asset Management
B) Service Catalog
C) Problem Management
D) SLA Management

Answer: A) Asset Management

Explanation:

Asset Management in ServiceNow ITSM provides organizations with a structured approach to managing IT assets across their entire lifecycle—from procurement to deployment, maintenance, and eventual retirement. This includes hardware, software, licenses, cloud resources, and virtual assets. Each asset record captures critical information such as serial numbers, purchase dates, warranties, locations, ownership, and configuration, ensuring visibility and control.

Integration with the CMDB links assets to Configuration Items (CIs) and business services, allowing IT teams to assess the impact of incidents, problems, or changes on specific resources. For example, if a server fails, Asset Management helps determine which applications, services, and users are affected, facilitating quicker resolution.

Proactive management includes scheduled maintenance, license compliance tracking, renewal alerts, and decommissioning planning, which minimize risks, avoid unplanned downtime, and optimize cost utilization. Advanced reporting and analytics provide insights into asset utilization trends, lifecycle performance, cost efficiency, and strategic procurement decisions.

Automated workflows for approvals, notifications, and audits reduce administrative overhead, enforce compliance, and ensure adherence to ITIL best practices. Asset Management also supports integration with Incident, Problem, and Change Management, allowing rapid correlation between assets and service issues.

ITIL emphasizes asset management as foundational for regulatory compliance, operational efficiency, cost control, and SLA adherence. Effective asset management enables organizations to maintain high service quality, optimize resources, support decision-making, and ensure business continuity.

In summary, Asset Management is a critical ServiceNow ITSM module that provides visibility into IT assets, supports lifecycle optimization, reduces operational risks, enhances cost efficiency, improves incident and change response, and strengthens overall IT service delivery.

Question 176:

Which ServiceNow ITSM module provides a centralized portal for end-users to submit requests, track progress, and access services?

A) Service Catalog
B) Workflow Editor
C) Event Management
D) Asset Management

Answer: A) Service Catalog

Explanation:

The Service Catalog in ServiceNow ITSM is a centralized, user-friendly portal that enables end-users to request IT services, software, hardware, and access permissions efficiently. It acts as a single point of contact for all service requests, streamlining the submission process while ensuring standardization, transparency, and SLA compliance.

Each catalog item is linked to predefined workflows that include approval routing, task assignments, notifications, and SLA tracking. For example, when a user requests a new laptop, the workflow automatically routes the request to the appropriate approvers, updates asset records, notifies stakeholders, and tracks fulfillment against SLA targets. This automation reduces manual effort, minimizes errors, and accelerates request completion.

Integration with Incident, Problem, and Change Management ensures that requests generating incidents or requiring system changes are handled appropriately. Knowledge Base integration provides context-aware suggestions to end-users, enabling self-service for common problems such as password resets or software troubleshooting, reducing service desk workload.

ITIL emphasizes Service Request Management as essential for operational efficiency, transparency, and continual service improvement. Dashboards and reporting provide insights into request volumes, fulfillment times, workflow bottlenecks, and SLA compliance, supporting data-driven decision-making and process optimization.

Customization capabilities allow organizations to tailor the Service Catalog to their branding, user navigation, content targeting, and accessibility requirements, improving adoption and user satisfaction. Analytics can identify popular services, repetitive requests, and areas for service improvement, further enhancing efficiency.

By centralizing request submission, automating workflows, enforcing SLAs, and promoting self-service, the Service Catalog improves operational efficiency, reduces resolution times, enhances user satisfaction, and ensures consistent, high-quality IT service delivery.

In summary, the Service Catalog is a foundational ServiceNow ITSM module that streamlines service request management, enforces standardized processes, empowers users through self-service, integrates seamlessly with other ITSM processes, and supports continual improvement initiatives across the organization.

Question 177:

Which ServiceNow ITSM module allows IT teams to design, automate, and manage workflows, approvals, and task assignments visually?

A) Workflow Editor
B) Service Catalog
C) Event Management
D) SLA Management

Answer: A) Workflow Editor

Explanation:
The Workflow Editor in ServiceNow ITSM is a visual automation tool that enables IT teams to design, execute, and manage complex workflows across multiple ITSM processes. Workflows define the sequence of tasks, notifications, approvals, and escalations, ensuring standardized and efficient execution for modules such as Incident, Problem, Change, and Service Request Management.

For instance, when a software request is submitted, the Workflow Editor can automatically assign tasks to relevant teams, trigger approval processes, update asset records, send notifications to stakeholders, and escalate overdue tasks. Conditional logic, parallel task execution, subflows, reusable templates, and SLA-based triggers provide flexibility for complex organizational requirements.

Integration with CMDB, Service Mapping, and SLA Management ensures context-aware automation based on service impact and defined service targets. Dashboards provide real-time visibility into workflow performance, bottlenecks, and completion metrics, supporting data-driven decision-making and process optimization. Audit trails track each action, ensuring governance, accountability, and compliance with ITIL practices.

ITIL emphasizes workflow automation as a critical enabler for continual service improvement, reducing manual effort, minimizing errors, accelerating service delivery, and allowing IT staff to focus on high-value tasks rather than repetitive administrative work. By standardizing operations and enforcing consistent procedures, the Workflow Editor improves operational efficiency, SLA adherence, and service quality.

In summary, the Workflow Editor is a key ServiceNow ITSM module that automates tasks, approvals, and notifications; enhances visibility and governance; reduces operational overhead; accelerates fulfillment; and supports scalable, auditable IT service delivery.

Question 178:

Which ServiceNow ITSM module helps IT teams proactively detect, correlate, and respond to infrastructure anomalies to prevent service disruptions?   

A) Event Management
B) Asset Management
C) Knowledge Base
D) Service Catalog

Answer: A) Event Management

Explanation:

Event Management in ServiceNow ITSM provides proactive monitoring of IT systems, applications, and services to detect anomalies before they impact users. It collects events from servers, network devices, applications, and third-party monitoring tools, aggregates them, and identifies patterns indicative of potential failures.

For example, if multiple servers show high CPU usage or disk errors, Event Management can automatically generate incidents, notify IT teams, and trigger predefined remediation workflows to prevent outages. Integration with CMDB and Service Mapping allows assessment of affected business services and users, enabling prioritized responses based on impact and criticality.

Dashboards provide real-time visibility into recurring events, performance trends, and system health. Predictive analytics allow early detection of potential issues, facilitating preventive action before service impact occurs. Integration with Incident, Problem, and Change Management ensures that anomalies are resolved efficiently and corrective actions are implemented in a controlled, auditable manner.

ITIL emphasizes proactive event detection to reduce downtime, improve service reliability, and support continual service improvement. Automated notifications, escalations, and workflow triggers reduce manual overhead, increase operational efficiency, and help maintain SLA compliance. Analytics reporting helps IT teams identify recurring patterns, assess infrastructure performance, and plan capacity and preventive maintenance.

In summary, Event Management is critical for proactive IT operations, enabling detection of anomalies, automated remediation, business impact prioritization, SLA compliance, improved service availability, and operational resilience within ServiceNow ITSM.

Question 179:

Which ServiceNow ITSM module allows IT teams to manage IT assets across procurement, deployment, maintenance, and retirement?

A) Asset Management
B) Service Catalog
C) Problem Management
D) SLA Management

Answer: A) Asset Management

Explanation:

Asset Management in ServiceNow ITSM allows organizations to manage hardware, software, licenses, cloud services, and other IT resources across their full lifecycle. It tracks assets from procurement to deployment, maintenance, and eventual retirement, providing detailed information on ownership, configuration, location, warranties, and usage.

Integration with CMDB ensures assets are linked to Configuration Items (CIs) and business services, enabling impact analysis for incidents, problems, and changes. For example, if a server fails, Asset Management identifies which services and users are affected, facilitating faster incident resolution.

Proactive management includes maintenance scheduling, license compliance, renewal notifications, and decommissioning planning to reduce downtime, avoid risks, and optimize costs. Advanced reporting and analytics provide insights into utilization trends, cost efficiency, and lifecycle performance, supporting strategic procurement decisions and resource optimization.

Automated workflows streamline approvals, audits, and notifications, reduce administrative overhead, and enforce compliance with organizational policies. Integration with Incident, Problem, and Change Management enables correlation between assets and service issues for faster resolution and root cause identification.

ITIL emphasizes asset management as essential for operational efficiency, cost control, regulatory compliance, and service reliability. Effective asset management ensures high-quality IT service delivery, optimized resource utilization, and supports informed decision-making across the organization.

In summary, Asset Management provides complete visibility and control over IT resources, supports lifecycle optimization, reduces risks and costs, improves incident and change response, and strengthens IT service delivery within ServiceNow ITSM.

Question 180:

Which ServiceNow ITSM module enables end-users to submit service requests, track fulfillment, and access relevant knowledge resources?

A) Service Catalog
B) Workflow Editor
C) Event Management
D) Asset Management

Answer: A) Service Catalog

Explanation:

The Service Catalog in ServiceNow ITSM is a centralized self-service portal that enables end-users to submit service requests for IT resources, software, hardware, and access permissions. Each request item is linked to predefined workflows, approval chains, and SLA targets, ensuring efficient, standardized fulfillment.

For instance, a request for a new laptop automatically triggers approval tasks, updates asset records, notifies stakeholders, and tracks fulfillment progress against SLA targets. Integration with the Knowledge Base provides context-sensitive suggestions, allowing users to resolve common issues independently, reducing reliance on the Service Desk.

Dashboards provide IT teams with insights into request volumes, SLA compliance, workflow efficiency, and bottlenecks, supporting continual service improvement and data-driven decision-making. Integration with Incident, Problem, and Change Management ensures requests that generate tickets or changes are handled appropriately and efficiently.

Customization options enable branding, user-friendly navigation, content targeting, and mobile access, improving adoption, engagement, and overall user satisfaction. ITIL emphasizes Service Request Management as a core process that improves operational efficiency, transparency, and service quality.

By centralizing requests, automating workflows, enforcing SLA compliance, and empowering self-service, the Service Catalog enhances operational efficiency, reduces resolution times, increases user satisfaction, and ensures consistent, high-quality IT service delivery.

In summary, the Service Catalog is a foundational ServiceNow ITSM module that streamlines service request management, integrates with other ITSM processes, supports self-service, enhances SLA adherence, and enables continual service improvement.