When a user places an order for an item or service from theService Catalogin ServiceNow, the system generates aRequest (REQ). This is a core component ofRequest Managementwithin the IT Service Management (ITSM) module.
User Places an Order:
The user selects an item from theService Catalog(e.g., a laptop, software, or an access request).
The order may consist of multiple items, depending on the selection.
ServiceNow Generates a Request (REQ):
ThisRequest (REQ#)acts as the umbrella record that tracks the order as a whole.
It is stored in thesc_requesttable.
Creation of Requested Items (RITM#):
Each item within the request generates aRequested Item (RITM#), stored in thesc_req_itemtable.
For example, if the user orders a laptop and a software license, two RITM records are created under the same Request.
Tasks (SCTASK#) Are Created:
Each Requested Item (RITM) may trigger one or moreCatalog Tasks (SCTASK#)in thesc_tasktable.
These tasks define the steps required to fulfill the request (e.g., procurement, approval, and configuration).
A. A Change Request– Incorrect. AChange Request (CHG#)is created only if the requested item involves changes to the infrastructure, such as a server upgrade. Not all catalog items require a change request.
B. An Order Guide– Incorrect. AnOrder Guideis a tool within the Service Catalog that helps users order multiple related items at once. However, it does not get generated when an order is placed.
D. An SLA– Incorrect. AService Level Agreement (SLA)may be associated with the request or tasks, but it is not automatically generated when a request is placed.
ServiceNow Product Documentation → Service Catalog → Request Fulfillment
ServiceNow CSA Study Guide → Service Catalog and Request Management
ServiceNow Tables Reference → sc_request, sc_req_item, sc_task
Understanding the Request Process in ServiceNow:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
