ServiceNow

Question 1

Features/Modules within ITSM Standard

Answer 1

• Incident
• Problem
• Change (CMDB)
• Request
• Asset and Cost Management
• Walk-Up Experience
• Service Operations Workspace
• Digital Portfolio Management

Question 2

What are the 3 ITSM packages offered?

Answer 2

1) ITSM Standard
2) ITSM Pro
3) ITSM Enterprise

Question 3

What is the difference between ITSM, ITIL, and DevOps?

Answer 3

ITSM
- Align IT Services with business needs
ITIL
- Set of practices for managing IT Services
DevOps
- Philosophy and set of practices which aims to shorten software development lifecycle

Question 4

Features/Modules within ITAM

Answer 4

• Software
• Hardware
• Enterprise

Question 5

What is ITAM?

Answer 5

• SaaS
• Used for managing and automating IT lifecycle
• Unifies all assets found under the IT umbrella

Question 6

What types of assets does ITAM cover?

Answer 6

• Hardware
• Software
• Cloud-based
• NON IT: Servers, Routers, Cables, etc

Question 7

What are the 3 types of Asset Management?

Answer 7

• Software (SAM)
• Hardware (HAM)
• Cloud Spend Optimization

Question 8

What is ITSM?

Answer 8

• SaaS
• Manages an organizations IT resources
• All-in-one toolkit for consolidating different IT services and tools into a single platform
• Aligns with ITIL

Question 9

What are some frameworks used within ITSM?

Answer 9

• ITIL
• CMMI
• Six Sigma
• DevOps
• COBIT
• eTOM
• ISO/IEC 20000
• TOGAF