Discuss ServiceNow CIS-ITSM Exam Topic 7 Question 130

When customers ask to move existing service requests (catalog items) from other platforms, what is a good practice to follow?

AMaintain the same catalog structure as they implemented previously

BMove each one over, ensuring that each new item has its own unique workflow

CNotify all existing users and solicit input on the new catalog items

DReview existing items to identify commonalities, to see if items may be combined

EWhenever possible combine existing items into order guides

Suggested Answer: D

According to ServiceNow Service Catalog best practices, migrating 'as-is' from a legacy system often carries over inefficient processes and 'catalog sprawl.' The recommended approach is to Review existing items to identify commonalities. By doing so, administrators can use Variables and Variable Sets to create dynamic, flexible items that serve multiple purposes. This reduces the total number of items to maintain, simplifies the user experience, and ensures that the catalog remains scalable. Combining items based on shared workflows or data requirements is more efficient than simply grouping them into Order Guides or maintaining redundant, individual items.

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18 comments · newest first

Sherell 17 days ago

Let’s not overlook the unique workflows either.

Micaela 22 days ago

Agreed, communication is key.

Juliana 27 days ago

I just want a smooth transition for everyone.

Sherell 1 month ago

E is efficient, but not always possible.

Micaela 1 month ago

C could help gather feedback before moving.

Juliana 1 month ago

True, but users might get confused with changes.

Sherell 2 months ago

I prefer D. Combining items makes sense.

Micaela 2 months ago

But what if the old structure is outdated?

Juliana 2 months ago

I think option A is the safest.

Hana 2 months ago

I’m not sure about B, unique workflows can get complicated.

Berry 2 months ago

A is a no-brainer, keep it familiar for users.

Glendora 2 months ago

Wait, combining items into order guides? Isn't that risky?

Ludivina 3 months ago

Definitely agree with C, user input is key!

Adell 3 months ago

I think option D makes a lot of sense.

Rashida 3 months ago

Combining items into order guides sounds efficient, so I lean towards option E. However, I’m not clear on how to determine which items should be combined.

Kenny 3 months ago

I feel like maintaining the same catalog structure as in option A could lead to confusion. It might be better to adapt it to our current needs, but I can't recall the exact reasoning behind that.

Tesha 3 months ago

I remember a practice question that emphasized the importance of user input, so option C might be a good choice too. But I wonder if notifying users is really necessary in every case.

Tanesha 3 months ago

I think option D makes sense because reviewing existing items could help streamline the catalog. But I'm not entirely sure if combining them is always the best approach.

ServiceNow CIS-ITSM Exam - Topic 7 Question 130 Discussion