ServiceNow uses a hierarchical structure to manageService Catalog requests:
REQ (Request Record)
TheRequest (REQ#)is theparent recordthat represents the entire service request submitted by a user.
It groups all requested items and their associated tasks.
Found in thesc_requesttable.
RITM (Requested Item Record)
TheRequested Item (RITM#)is the specificcatalog itemordered by the user within a request.
A singleREQcan have multipleRITMsif the user ordered multiple items in a single request.
Found in thesc_req_itemtable.
TASK (Catalog Task Record)
TheTask (TASK#)is the individual fulfillment action required to complete the requested item.
A singleRITMcan have multipletasks, each assigned to different fulfillment teams.
Found in thesc_tasktable.
Why Answer "C" is Correct:##REQ (Number) > RITM (Number) > TASK (Number) This is thecorrect pathbecause it follows theServiceNow fulfillment structure:
REQ (Request)- Tracks the entire request.
RITM (Requested Item)- Tracks individual items within the request.
TASK (Catalog Task)- Tracks the specific tasks needed to complete the requested item.
This path allows an administrator to drill down from the overallRequest (REQ#)to individualRequested Items (RITM#)and finally to theTasks (TASK#)assigned to fulfill those items.
Why the Other Answers Are Incorrect:A. RITM (Number) > REQ (Number) > PROCUREMENT (Number) Incorrectbecause theREQ# (Request) comes firstbefore the RITM# (Requested Item).
Also,PROCUREMENT#is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).
B). REQ (Number) > RITM (Number) > PROCUREMENT (Number)
Incorrectbecausenot all requests involve procurement.
The last step should beTASK (sc_task), notPROCUREMENTunless it's a procurement-related request.
D). FULFILLMENT (Number) > RITM (Number) > TASK (Number)
Incorrectbecause"FULFILLMENT" is not a standard record typein ServiceNow.
The correct hierarchy starts withREQ# (sc_request), not "FULFILLMENT."
ServiceNow CSA Study Guide - Service Catalog & Request Fulfillment
ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)
References from the Certified System Administrator (CSA) Documentation: