ServiceNow Certified System Administration Practice

What gets created when you click the Order Now button on a service catalog form?

1. A Configuration Item

2. A request item (RITM)

3. An incident

4. A workflow stage

The correct answer is: A request item (RITM)

When you click the Order Now button on a service catalog form, a request item (RITM) is created. This is a critical component of the ServiceNow service catalog functionality. When users submit a request through the service catalog, what they are actually creating is a specific request item tied to a broader request. Each RITM corresponds to a particular service or item that the user has requested, facilitating tracking, fulfillment, and management of the service request lifecycle. The request item is associated with the request record, allowing ServiceNow to maintain a clear hierarchy and relationship between the overall request and its individual components. This organization ensures that all items requested within a single request can be processed systematically, contributing to overall efficiency in service delivery. In contrast, configuration items relate to assets within the configuration management database, incidents are records of unplanned interruptions or reductions in quality of service, and a workflow stage is part of the automation process in managing tasks and approvals. These do not directly relate to the action of ordering services via the catalog form.