Match each ServiceNow acronym to its definition.
Drag a concept onto its matching description — or click a concept then click the description.
Configuration Management Database
Customer Service Management
IT Service Management
Human Resources Service Delivery
Governance, Risk, and Compliance
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
ITSM: IT Service Management
Correct matches are ITSM: IT Service Management, ITOM: IT Operations Management, ITBM: IT Business Management, and CSM: Customer Service Management. Common confusions occur between ITSM and ITOM definitions.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
ITSM: IT Service Management
Why this is correct
ITSM is the core framework for managing and delivering IT services, including incident, problem, and change management.
ITSM: IT Operations Management
Why it's wrong here
Incorrect — this definition belongs to ITOM, which focuses on managing IT infrastructure and operations.
ITOM: IT Operations Management
Why this is correct
ITOM handles the day-to-day management of IT infrastructure, including monitoring, discovery, and orchestration.
ITOM: IT Service Management
Why it's wrong here
Incorrect — this definition belongs to ITSM, not ITOM.
ITBM: IT Business Management
Why this is correct
ITBM focuses on aligning IT with business goals through project portfolio management, demand management, and resource planning.
CSM: Customer Service Management
Why this is correct
CSM extends ServiceNow to external customer service, managing cases, knowledge, and service portals for customers.
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About these practice questions
One of 481 original SNOW-CAD practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This SNOW-CAD practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the SNOW-CAD exam.