ServiceNow CIS-ITSM free question 8 / 10 · Domain 5: Service Catalog and Request Management
Which two statements about the request fulfillment hierarchy of the service catalog (sc_request, sc_req_item, sc_task) are correct? (Choose two.)
- Catalog tasks are created before the RITM and group the RITMs afterwards
- One REQ has exactly one RITM, so the relationship is never one-to-many
- The flow or workflow of one RITM can create one or more catalog tasks (sc_task)
- A request (REQ) is the record that groups one or more requested items (RITM)
Show the answer and explanation
Answer: C, D
Why this is correct
Each individual catalog item in a request creates a discrete requested item; a request for 2 PCs, 1 chair, and 1 desk produces several requested items on a single request. Each requested item triggers its own fulfillment workflow, which can create catalog tasks for the work.
Why the other options are wrong
"One REQ has exactly one RITM, so the relationship is never one-to-many" … The documented example shows one request REQ0000001 with three requested items for the PCs, the chair, and the desk.
"Catalog tasks are created before the RITM and group the RITMs afterwards" … The order is the reverse. Catalog tasks are created under the requested item that they fulfill.
Key point
Records are created from the top down: the request, then the requested item, then the catalog tasks created by its fulfillment process.
Go to the ServiceNow CIS-ITSM practice app (10 free questions; purchase unlocks all questions)