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: