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What is the purpose of the "Incident" table in ServiceNow?

  • To track user service requests
  • To track hardware issues
  • To track IT service incidents
  • To track system upgrades
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What is the purpose of "Knowledge Management" in ServiceNow?

  • To track issues in a knowledge base
  • To enable easy access to knowledge and solutions
  • To manage service requests
  • To handle incident priorities
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Which of the following modules is used to manage incidents in ServiceNow?

  • Incident Management
  • Service Catalog
  • Change Management
  • Knowledge Management
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What is the role of the "Service Desk" in ServiceNow?

  • Handle all service requests
  • Handle incidents and requests
  • Monitor infrastructure health
  • Manage user accounts
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What is the role of "Change Request" in ServiceNow?

  • Track incidents
  • Manage IT system changes
  • Monitor IT services
  • Automate incident resolution
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What does the "ServiceNow Workflow" module allow you to do?

  • Create reports
  • Automate IT processes
  • Monitor service level agreements
  • Track incidents
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What is the primary purpose of "Business Rules" in ServiceNow?

  • To automate incidents
  • To enforce server-side logic
  • To create service catalogs
  • To display alerts
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What is the primary function of the "Change Advisory Board" (CAB) in ServiceNow?

  • To approve changes to the IT infrastructure
  • To monitor the performance of IT services
  • To enforce IT policies
  • To handle service requests
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What is the purpose of the ServiceNow CMDB?

  • To provide inventory of assets
  • To store configuration items
  • To automate incident routing
  • To store service requests
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What is "Virtual Agent" in ServiceNow?

  • A chatbot for service desk
  • A user interface for knowledge base
  • A reporting tool
  • A system for incident tracking
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Which module is used for change management in ServiceNow?

  • Incident Management
  • Change Management
  • Problem Management
  • Service Catalog
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What is the primary function of the "SLA" in ServiceNow?

  • Monitor service levels
  • Track the availability of services
  • Manage user permissions
  • Handle incident prioritization
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What does the "Service Portal" in ServiceNow provide?

  • Incident management
  • A self-service portal for users to request services
  • A reporting tool for administrators
  • A change management system
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In ServiceNow, what is the purpose of "Discovery"?

  • To automate workflows
  • To discover and map IT infrastructure
  • To manage incidents
  • To track service level agreements
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Which of the following is an example of a "Service Request" in ServiceNow?

  • A user request for new hardware
  • A root cause analysis
  • A server upgrade request
  • A reported issue in a software system
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In ServiceNow, what is the purpose of the "Problem Management" module?

  • Track service requests
  • Automate change requests
  • Identify and resolve the root causes of incidents
  • Manage assets
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What is the default status of a ServiceNow change request when it is created?

  • New
  • In Progress
  • Pending Approval
  • Closed
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In ServiceNow, what is the "Service Portal" used for?

  • To monitor infrastructure health
  • To allow users to request services
  • To create incidents
  • To automate business rules
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What is the default status of an "Incident" in ServiceNow when it is created?

  • New
  • In Progress
  • Resolved
  • Closed
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What does the "Orchestration" module do in ServiceNow?

  • Manage IT services
  • Automate IT process workflows
  • Monitor service performance
  • Track asset management
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Which module is used for managing changes in ServiceNow?

  • Incident Management
  • Problem Management
  • Change Management
  • Service Desk
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Which of the following is an example of a "Change" in ServiceNow?

  • A modification to an incident
  • A planned update to IT infrastructure
  • A service request
  • A user feedback
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Which of the following ServiceNow modules focuses on managing IT assets?

  • Asset Management
  • Incident Management
  • Problem Management
  • Service Desk
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What is the purpose of the "Change Management" module in ServiceNow?

  • To manage incident routing
  • To handle user requests
  • To control changes to IT systems
  • To configure service catalogs
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Which ServiceNow module helps in managing service requests?

  • Service Catalog
  • Incident Management
  • Problem Management
  • Knowledge Management
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Which ServiceNow module helps in tracking assets?

  • Incident Management
  • Asset Management
  • Service Catalog
  • Change Management
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What is the default state for a ServiceNow incident when it is created?

  • In Progress
  • New
  • Assigned
  • Resolved
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In which module is the "Knowledge Base" used?

  • Incident Management
  • Knowledge Management
  • Service Catalog
  • Change Management
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In ServiceNow, what does "CMDB" stand for?

  • Central Management Database
  • Configuration Management Database
  • Current Management Data Base
  • Configuration Modeling Data Base
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What does "Incident Management" in ServiceNow focus on?

  • Monitoring server performance
  • Handling service requests and incidents
  • Creating reports for services
  • Managing change requests
Mark for review

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