Learn where the service definition is outlined in ServiceNow ITSM certification exam, focusing on service scope, contracts, and agreements. Master this key concept for CIS-ITSM success.
Table of Contents
Question
Where is the definition of what is provided, or not provided, for a service defined?
A. Vendor service agreements
B. Service scope
C. Service contracts
D. Service limitations
Answer
B. Service scope
Explanation
In the context of ServiceNow CIS-ITSM, the service scope is where the detailed definition of what a service provides—or does not provide—is clearly defined. It outlines the boundaries, deliverables, and limitations of the service being offered. The service scope ensures alignment between the service provider and the customer regarding expectations and the nature of the service.
Here’s how the options break down:
- Vendor service agreements (A): These agreements may outline the terms of engagement with a third-party provider but don’t typically specify the exact nature of the service provided.
- Service contracts (C): These are formal agreements between the service provider and the customer, but while they enforce legal terms, they do not define the specific deliverables of a service.
- Service limitations (D): This term relates to constraints or restrictions on what a service can provide but does not offer a full definition of what is included in the service offering itself.
- Thus, the service scope (B) is the key document that defines both the included and excluded elements of a service in ITSM.
ServiceNow CIS-ITSM certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the ServiceNow CIS-ITSM exam and earn ServiceNow CIS-ITSM certification.