Pass the ServiceNow Certified System Administrator CSA Questions and answers with ValidTests

TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), their attributes, and relationships. It plays a crucial role in IT Service Management (ITSM), helping organizations track assets, dependencies, and service impacts.

Thefour correct concepts associated with the CMDBare:

The CMDB is structured usingtablesandfieldswithin the ServiceNow database.

Different tables store different types ofConfiguration Items (CIs)such as servers, applications, and network devices.

Example CMDB Tables:

cmdb_ci(Base CMDB Table)

cmdb_ci_server(Stores server-specific CIs)

cmdb_ci_database(Stores database-related CIs)

Each table hasfieldsthat store attributes (e.g.,Serial Number, IP Address, Location).

The CMDB is essentially adatabasethat holds detailed information about IT assets and their relationships.

It enables organizations to maintain an accurate inventory of IT infrastructure.

The database helps withincident management, change management, and asset tracking.

Dependency Viewprovides agraphical representationof how Configuration Items (CIs) are related.

This visualization helps IT teamsunderstand dependencies, impact analysis, and root cause analysis.

Example:

If adatabase servergoes down, theDependency Viewcan show which applications and services will be affected.

The CMDB supports variousIT Service Management (ITSM) processes, such as:

Incident Management(linking incidents to affected CIs)

Change Management(analyzing the impact of changes on CIs)

Problem Management(identifying root causes of recurring issues)

The CMDB ensures that these processes operate with accurate and updated asset data.

1. Tables and Fields (Correct)2. A Database (Correct)3. The Dependency View (Correct)4. Service Processes (Correct)

Why the Incorrect Option is Wrong:B. User Permissions (Incorrect)

Whileuser permissions(such as roles and access controls) exist in ServiceNow, they arenot a fundamental concept of the CMDB itself.

Permissions (likecmdb_readoradmin) controlwho can access and modify the CMDB, but they are notcore CMDB components.

AnIT administratorwants to checkwhich business services depend on a specific database serverbefore performing maintenance.

Using theCMDB Dependency View, they see that the database server is linked to anemail serviceand acustomer portal.

This insight helps them plan achange requestto notify impacted users before the server is taken offline.

Example Use Case:

The primary operations performed on tables in ServiceNow follow the CRUD model:

Create (C) – Adding a new record to a table.

Read (R) – Viewing or retrieving a record from a table.

Write (W) – Editing or updating an existing record.

Delete (D) – Removing a record from a table.

These operations are fundamental to database management and align with ServiceNow’s Access Control Rules (ACLs), which enforce security permissions for each operation.

A. Create, Rate, Update, Delete❌ Incorrect – "Rate" is not a standard database operation.

B. Create, Read, Upload, Delete❌ Incorrect – "Upload" is not a standard database operation.

D. Capture, Rate, Write, Develop❌ Incorrect – None of these terms (except "Write") relate to database operations.

Incorrect Answer Choices Analysis:

ServiceNow Docs – CRUD Operations in Tables???? Tables and CRUD Operations

ServiceNow Docs – Access Control Rules???? ServiceNow ACLs for CRUD

Official ServiceNow Documentation References:

A Schema Map in ServiceNow provides a visual representation of a table's relationships, including its extensions, references, and dependencies. This is useful for administrators and developers to understand how data is structured within an instance.

Navigate to System Definition > Tables

Select the desired table (e.g., incident, task, cmdb_ci, etc.)

Scroll to the "Related Links" section at the bottom of the form

Click "Show Schema Map"

How to Access the Schema Map for a Table:This will open a graphical representation of the table, showing:✅ Tables that extend from the selected table✅ Tables that reference the selected table✅ Fields that establish relationships

A. System Dictionary > Show Schema Map; Select Table

The Schema Map is not accessed via the System Dictionary.

C. System Definition > Show Schema Map; Select Table

There is no direct "Show Schema Map" menu under System Definition; you must go through Tables first.

D. System Definition > Dictionary: Select Table; Go to Related Links and click Show Schema Map

The Dictionary module does not provide a Schema Map option directly for tables.

Schema Maps Overview

Viewing Table Relationships with Schema Map

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

✔ Update Sets are the primary method for moving customizations from one ServiceNow instance to another. An Update Set records changes made to an instance, including modifications to:

Forms, fields, and tables

Business rules, scripts, and workflows

UI policies and ACLs

How Update Sets Work:

When you modify configurations, the changes are captured in an active Update Set.

The Update Set is then exported from the development instance and imported into the target instance (e.g., from Dev to Test to Production).

Once imported, the Update Set is committed, applying the changes.

Option A (Table Templates) is incorrect because these define default field structures for tables but do not move customizations.

Option B (Application Files) is incorrect because individual application files exist within Update Sets but do not serve as a transport mechanism.

Option C (UI Script Includes) is incorrect because script includes are reusable scripts, not a method for transferring configurations.

???? Reference: ServiceNow Administration – Update Sets & Instance Migration

In ServiceNow, the Number Maintenance application is used to configure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.

Customization of Number Formats

Administrators can define prefixes, number sequences, and suffixes for records in different tables.

Example: INC0001001 for Incidents, REQ0002001 for Requests.

Resetting or Adjusting Number Sequences

You can manually adjust the numbering sequence if needed.

Example: Resetting incident numbering to start from a specific value.

Supports Multiple Tables

Works for standard tables like Incidents, Problems, Requests, Change Requests, etc.

Can also be configured for custom tables.

Application Navigation

Path:

Go to All → System Definition → Number Maintenance

Locate the table and modify its numbering settings.

Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?✅ "Number Maintenance" is the official ServiceNow application for managing number formats per table.

Why Other Options Are Incorrect?❌ B. System Maintenance – Incorrect; no such module in ServiceNow manages numbering formats.❌ C. Table Maintenance – Incorrect; this does not exist as an application in ServiceNow.❌ D. Record Maintenance – Incorrect; not a valid ServiceNow feature for modifying number formats.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow System Definition – Number Format Best Practices

References from Certified System Administrator (CSA) Documentation:

In the ServiceNow Service Catalog, a REQ number represents a Request (REQ) record, which functions as an order number for a service request. When a user submits a request through the Service Catalog, the system generates a Request (REQ) record, which tracks the overall order.

REQ (Request Record) – The Order Number

This is the parent record that represents the entire order/request submitted by the user.

It contains key details such as the requester, the total cost, approval status, and the overall request state.

Example: REQ0010023

RITM (Requested Item) – The Individual Catalog Item

Each item requested within a REQ has its own Requested Item (RITM) record.

The RITM tracks the fulfillment of a specific item within the order.

Example: RITM0010456 (a single laptop ordered in a request)

TASK (Catalog Task) – The Actions to Complete the Request

Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.

Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.

Example: TASK0013456 (a task assigned to IT Support to configure the laptop)

Breakdown of the Service Catalog Request Structure:

Why the Other Options Are Incorrect:❌ B. The stage (Incorrect)

The stage of a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is not represented by the REQ number.

❌ C. The task to complete (Incorrect)

A task to complete is represented by a Catalog Task (TASK), not the REQ number.

Tasks are specific actions assigned to fulfill an item request.

❌ D. The individual item in the order (Incorrect)

An individual item in a Service Catalog request is represented by a Requested Item (RITM), not the REQ number.

Example Scenario:A user submits a request for a new laptop and a software license:

REQ0012345 → Tracks the overall request (Order Number)

RITM0016789 → Laptop Request

TASK0018901 → IT configures the laptop

RITM0016790 → Software License Request

TASK0018902 → IT assigns the software license

ServiceNow Documentation: Request Management Overview

ServiceNow Learning: Service Catalog Fundamentals

ServiceNow Docs: Understanding Requests, RITMs, and Tasks

References:

Client Scripts in ServiceNow are scripts that run on the client-side (browser) and execute in real-time based on user interactions with a form.

B. A client script ✅

Runs in the user’s browser when they interact with the form.

Can trigger alerts, field changes, or validations instantly.

Example:

If a user changes the Priority field on an Incident form, a Client Script can:

Display an alert

Change other field values (e.g., auto-set Impact and Urgency)

Validate input before submission

A. A server script ❌

Server-side scripts execute on the server, not in the browser.

These include Business Rules, Script Includes, and Scheduled Jobs.

They run after form submission, not during real-time user interactions.

C. A fix script ❌

Fix scripts are one-time scripts used for data corrections or instance updates.

They do not execute based on form interactions.

D. A business rule ❌

Business Rules run on the server and typically trigger on record insert, update, or delete.

They do not provide real-time alerts in the user’s browser.

ServiceNow Documentation: Client Scripts Overview

ServiceNow Developer Guide: Creating Client Scripts

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

The System Administrator (admin) role is the most powerful and common role in ServiceNow, providing access to nearly all platform features, functions, and data. Users with this role have full control over system configurations, user management, security settings, application access, and more.

Full system access to all applications, modules, tables, and records.

Ability to configure and customize the platform.

Create, update, and delete records in any table.

Manage roles and users, including assigning roles to others.

Configure Access Control Rules (ACLs) to define security policies.

A. Security Admin [security_admin] → Incorrect. The security_admin role is primarily for managing security settings and access control rules. While powerful, it does not inherently provide access to all platform functions like the admin role does.

B. Sys Admin [sys_admin] → Incorrect. There is no such role as "sys_admin" in ServiceNow. The correct role is admin.

C. Admin [sn_admin] → Incorrect. sn_admin is not a standard ServiceNow role. The official role is simply admin.

E. Base Admin [base_admin] → Incorrect. This is not a standard role in ServiceNow.

When setting a data policy in ServiceNow, it applies to all data entered into the platform, regardless of whether the data comes from:

UI Forms

Import Sets

Web Services (APIs, integrations, etc.)

Where Does the Data Policy Run?✅ Data Policies Run on the Server-Side

Data policies enforce data consistency and validation at the server level.

They apply uniformly across all data entry points, ensuring that validation rules are enforced before storing data in the database.

A. Client → ❌ Incorrect

Data Policies do not run on the client-side (browser).

Client Scripts and UI Policies handle client-side validation.

C. Browser → ❌ Incorrect

Data Policies do not operate within the browser; they work at the database level on the server.

D. Network → ❌ Incorrect

ServiceNow does not enforce policies at the network layer; all validations occur on the application server (Server-Side Processing).

Why Other Options Are Incorrect?Key Differences Between Data Policies and Other Validation Methods:Validation Type

Runs On

Applies To

Purpose

Data Policy

Server

UI, Import Sets, Web Services

Enforces rules across all data sources

UI Policy

Client (Browser)

UI Forms

Dynamically changes form behavior

Client Script

Client (Browser)

UI Forms

Runs JavaScript in the user's browser

Business Rule

Server

Database Transactions

Executes logic when records are inserted, updated, or deleted

Data Policies Overview

Difference Between UI Policies and Data Policies

Official ServiceNow Documentation Reference:

In Report Designer, the Data section is used to specify grouping and calculations to be performed on the report's dataset.

You select the table from which the report will pull data.

You define filters to limit the dataset.

You specify "Group By" fields to categorize data.

You apply aggregations (SUM, COUNT, AVG, etc.) to perform calculations on fields.

A. Style – Controls visual appearance (colors, fonts, chart type, etc.) but does not handle data grouping or calculations.

B. Format – Used for formatting elements but does not control grouping or data calculations.

D. Configure – There is no "Configure" section in Report Designer; settings are managed under other sections.

E. Group By – While "Group By" is used within the Data section, it is not a separate section itself.

ServiceNow Report Designer – Data Configuration

ServiceNow CSA Training Module: "Creating and Configuring Reports"

What Happens in the "Data" Section?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Importing spreadsheet data into a ServiceNow table follows a structured process that ensures data is accurately mapped and transformed before being added to the target table. The correct process consists of three main steps:

Navigate to System Import Sets > Load Data.

Upload the spreadsheet (CSV, Excel, etc.) or connect to an external data source.

The system creates an Import Set Table to temporarily store the imported data.

A Transform Map is created to define how fields from the Import Set map to fields in the target table (e.g., incident, cmdb_ci).

Field mappings can be manually configured or auto-mapped if field names match.

Coalesce fields are defined to prevent duplicate records by identifying unique keys.

The Transform Map is executed, transferring data from the Import Set to the final target table.

Any transformation scripts (such as data conversions) are applied during this process.

The imported data is now available in the production table.

1. Load Data (Import Set Creation)2. Create Transform Map (Mapping Fields to Target Table)3. Run Transform (Apply Data to the Target Table)

B. Select Import Set, Select Transform Map, Run Transform

You must first load data before selecting an Import Set. Import Sets are created after data is loaded into the system.

C. Select Data Source, Schedule Transform

While Data Sources define where data comes from, they do not load data directly. Scheduling transformations is optional, but it's not the primary step-by-step method for importing data.

D. Define Data Source, Select Transform Map, Run Transform

Defining a Data Source is part of setting up external integrations, but it is not required for a basic spreadsheet import.

Why Other Answers Are Incorrect:

ServiceNow Data Import and Transform Maps

ServiceNow CSA Training Module: "Importing Data and Managing Import Sets"

References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow Flow Designer, anApplication-based triggeris used to initiate a flow based on events from a specific application. Before using an application-based trigger, you must ensure that the necessaryapplication spokeand any requiredplug-insare activated.

Application Spokes:

Spokes are pre-built integration modules that allow Flow Designer to interact with different applications within ServiceNow.

Each application that provides triggers typically has its own spoke.

Plug-ins:

Some application spokes rely on additional plug-ins for full functionality.

These plug-ins must be enabled before the application-based triggers can be used.

A. Activate application trigger spoke→ Incorrect

There is no generic "Application Trigger Spoke." Instead, each application has its own spoke that must be enabled.

B. Activate trigger security rules→ Incorrect

Security rules govern access to triggers, but they do not enable the functionality of application-based triggers.

D. Assign Application trigger role [sn_app_trigger_write] to SME→ Incorrect

Roles likesn_app_trigger_writemay provide permissions but do not activate the trigger itself.

E. Activate application plugins only→ Incorrect

While plug-ins may be necessary, you also need to activate the corresponding spoke.

InServiceNow,Number Maintenanceis the application used to manage and modify numbering schemes for different tables, including theIncidenttable. Since the default prefix forIncident numbersis"INC", an administrator can modify it to a company-specific prefix (e.g.,"IN") by following these steps:

Navigate to the Number Maintenance Application:

Go toAll → System Definition → Number Maintenance

Search for theIncident table (task.number record for Incident).

Modify the Prefix:

Open the existingIncident numbering record.

Change thePrefixfrom"INC"to"IN".

Ensure theNext Numberfield is correctly set (e.g.,"IN0001001").

Save the Changes:

ClickUpdateto apply the new prefix.

All newly created incidents will now follow the new format (IN0001001).

Existing incidents are NOT affected—only newly created records will reflect the new prefix.

Steps to Change the Incident Number Prefix:Why Option A (Number Maintenance) is Correct?The Number Maintenance application is the correct place to modify prefixes for tables like Incident.

Why Other Options Are Incorrect?B. Create a Business Rule that modifies the prefix before the Insert operation→ Incorrect

Business Rulesdo not control number generation.

Number generation is managed byNumber Maintenanceat the system level.

C. The prefix of an incident cannot be changed because it is a built-in feature→ Incorrect

The prefixCAN be changedusing theNumber Maintenanceapplication.

Only existing records retain their original prefix; new records follow the updated format.

D. Submit a Change Request to ServiceNow Technical Support→ Incorrect

This isnot necessary, asadministratorscan make this change directly throughNumber Maintenance.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow Developer Portal – Number Prefix Best Practices

References from Certified System Administrator (CSA) Documentation:

Update Setsin ServiceNow are used tocapture configuration changesso they can be moved between instances (e.g., from development to production). However,new records, new groups, and modified Configuration Items (CIs) are not included in Update Setsby default because they are considereddata, not configuration changes.

New Records→ Data records (e.g., Incidents, Users, Groups) are not part of an Update Set.

New Groups→ Groups are data elements (stored in thesys_user_grouptable) and arenot includedin Update Sets.

Modified Configuration Items (CIs)→ CIs belong to theConfiguration Management Database (CMDB), and changes to CIs are considereddata, not configuration changes.

UI Policies, Business Rules, Client Scripts, Workflows, Forms, and Tables

Changes to system configuration (not transactional data)

Breakdown of Each Element:What is Captured in an Update Set?

Why "B. They are not captured in an Update Set" is Correct:New records, groups, and modified CIs are considered data, and Update Sets do not track data by default.

A. They are included in an Update Set→Incorrect because Update Setsdo not track data recordslike CIs, groups, or user records.

C. They are customizations→Customizations refer toconfiguration changes, but records and CIs are considereddata, not customizations.

D. They do not have anything in common→All three (new records, groups, and CIs) aredataelements, meaning they share the characteristic ofnot being included in Update Sets.

Why Other Options Are Incorrect:

ServiceNow Documentation:Update Sets and What They Capture

CSA Exam Guide:Coverswhat is and is not included in Update Sets.

Reference from CSA Documentation:Thus, the correct answer is:

B. They are not captured in an Update Set

Thekey differencebetweenReportingandPerformance Analytics (PA)is how they handle data over time.

Showsreal-time datafrom tables.

Runs queries on dataat the momentthe report is generated.

Cannot analyze historical trendsunless data is manually stored.

Used forstatic reports, lists, charts, or dashboards.

Capturessnapshotsof data at scheduled intervals (e.g., daily, weekly).

Tracks trends and KPIs (Key Performance Indicators)over time.

Helps organizationsforecast and analyze historical patterns.

Used forbusiness intelligence and proactive decision-making.

ReportingPerformance Analytics (PA)

Incorrect Answer Choices Explanation:B. Performance Analytics can show trends; Reports cannot.

Reporting can show trends usingaggregated data(e.g., grouped by date), butPA is specifically designedfor tracking trends over time.

C. Reports can be run on a scheduled basis; Performance Analytics cannot.

BothReports and PA can be scheduledto run at regular intervals.

D. Performance Analytics data can be published to Dashboards; Reports cannot.

Reportscanbe published todashboards, just like Performance Analytics.

E. Performance Analytics shows KPIs; Reporting does not.

Reports candisplay KPIsusing calculated metrics and aggregations, butPA is optimizedfor KPI tracking over time.

Performance Analytics vs. Reporting

ServiceNow Reporting Overview

Official CSA Documentation Reference: