ServiceNow ITSM Developer

1. What is the primary function of ServiceNow ITSM?

A) Network security B) IT service management and automation C) Data storage D) Cloud hosting

2. In ServiceNow, which module is used for tracking and managing IT issues reported by users?

A) Change Management B) Incident Management C) Problem Management D) Service Catalog

3. Which scripting language is primarily used in ServiceNow?

A) Python B) JavaScript C) C++ D) PHP

4. What is a GlideRecord used for in ServiceNow?

A) Querying, inserting, updating, and deleting records B) Creating UI Policies C) Managing workflows D) Handling email notifications

5. Which ServiceNow module is responsible for assessing and mitigating IT risks?

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

6. In ServiceNow, what is a Business Rule used for?

A) Automating record operations B) Modifying UI appearance C) Sending outbound emails D) Defining user roles

7. What does a UI Policy in ServiceNow do?

A) Controls field behavior dynamically B) Creates database triggers C) Runs scheduled jobs D) Modifies ACLs

8. What is the purpose of the Service Catalog?

A) Stores hardware details B) Allows users to request IT services C) Tracks software licenses D) Manages security roles

9. What is a Transform Map used for in ServiceNow?

A) Data import and field mapping B) UI design C) Email notifications D) API authentication

10. In ServiceNow, what does an SLA (Service Level Agreement) track?

A) Business revenue B) IT asset depreciation C) Time taken to resolve an issue D) Cloud storage usage

11. What does the CMDB (Configuration Management Database) store?

A) User login history B) Hardware and software asset relationships C) Incident tickets D) JavaScript files

12. What is an Update Set used for in ServiceNow?

A) Moving configurations between instances B) Running background scripts C) Monitoring network security D) Managing users

13. In ServiceNow, which role has full system access?

A) itil_user B) admin C) requester D) approver

14. What is the purpose of an Inbound Email Action in ServiceNow?

A) Automatically processes incoming emails B) Sends email notifications C) Logs users into the system D) Encrypts user data

15. What is the primary purpose of Change Management in ServiceNow?

A) Tracking IT service requests B) Managing software licensing C) Evaluating, approving, and implementing IT changes D) Handling cybersecurity threats

16. Which component is used for automation in ServiceNow?

A) UI Policy B) Workflow C) Transform Map D) Business Rule

17. What is a Script Include in ServiceNow?

A) Reusable server-side JavaScript functions B) Custom UI components C) Role-based security rules D) IT asset reports

18. What is the difference between Client Scripts and Business Rules?

A) Client Scripts run on the client-side; Business Rules run on the server B) Both run on the client-side C) Both modify database structures D) Business Rules control UI elements

19. What does an Access Control List (ACL) do in ServiceNow?

A) Defines user permissions and access B) Manages ITSM workflows C) Tracks service outages D) Monitors email logs

20. In ServiceNow, how is data exported?

A) Only through API B) Using XML, CSV, Excel, and PDF formats C) SQL Queries D) Manual printing

21. What is the role of an Event in ServiceNow?

A) Triggers automated processes B) Assigns user roles C) Tracks licensing fees D) Configures network security

22. What is an Application Scope in ServiceNow?

A) Restricts access to scripts and tables within an application B) Defines system-wide settings C) Modifies user interface themes D) Increases database performance

23. What is the main advantage of using Flow Designer in ServiceNow?

A) Simplifies automation with a no-code/low-code interface B) Generates JavaScript code C) Increases data storage D) Improves network bandwidth

24. In ServiceNow, what is the function of a Table?

A) Stores and organizes records B) Generates UI elements C) Sends outbound messages D) Runs system reports

25. How does ServiceNow IntegrationHub benefit ITSM?

A) Provides pre-built connectors for external system integration B) Improves server performance C) Encrypts email messages D) Reduces UI complexity

ServiceNow ITSM Developer

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