IT Certification Guaranteed, The Easy Way!

Exam : CSA

Title : ServiceNow Certified System

Administrator

Vendor : ServiceNow

Version : V12.75

1
NO.1 Which would NOT appear in the History section of the Application Navigator?
A. Records
B. UI Pages
C. Lists
D. Forms
Answer: B

NO.2 What module in the Service Catalog application does an Administrator access to begin creating
a new item?
A. Maintain Categories
B. Maintain Items
C. Content Items
D. Items
Answer: B

NO.3 Which term refers to application menus and modules which you may want to access
quickly and often?
A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark
Answer: B

NO.4 Which term best describes something that is created, has worked performed upon it, and is
eventually moved to a state of closed?
A. report
B. workflow
C. event
D. task
Answer: D

NO.5 Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E. onEdit
F. onChange
G. onSave
Answer: A C D F

NO.6 What is a formatter? Select one of the following.

A. A formatter allows you to configure applications on your instance
B. A formatter is a form element used to display information that is not a field in the record
C. A formatter allows you to populate fields automatically
D. A formatter is a set of conditions applied to a table to help find and work with data
Answer: B

NO.7 Which one of the following statements describes the contents of the Configuration
Management Database (CMDB)?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a
company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items
Answer: A

NO.8 Which one of the following statements describes the purpose of a Service Catalog workflow?
A. A Service Catalog workflow generates three basic components: item variable types, tasks, and
approvals
B. Although a Service Catalog workflow cannot send notifications, the workflow drives complex
fulfillment processes
C. A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications
to defined users or groups
D. A Service Catalog workflow generates three basic components: item variable types, tasks, and
notifications
Answer: C

NO.9 Which of the following statement describes the purpose of an Order Guide?
A. Order Guides restrict the number of items in an order to only one item per request
B. Order Guide provide a list of guidelines for Administrators on how to set up item variables
C. Order Guide provide the ability to order multiple, related items as one request
D. Order Guides take the user directly to the checkout without prompting for information
Answer: C

NO.10 Which type of interface enables you to display multiple performance analytics, reporting and
other widgets on a single screen?
A. Form
B. List
C. Dashboard
D. Timeline
Answer: C

NO.11 What is a Dictionary Override?

A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same
objects as a newer local customer update
B. A Dictionary Override is the addition, modification, or removal of anything that could have an
effect on IT services
C. A Dictionary Override is a task within a workflow that requests an action before the workflow can
continue
D. A Dictionary Override sets field properties in extended tables
Answer: D

NO.12 Record numbers have to be manually incremented

A. True
B. False
Answer: B

NO.13 ServiceNow is a single-instance, multiple tenant architecture?

A. True
B. False
Answer: B

NO.14 Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View
Answer: A C D E

NO.15 UI Policy can make fields read-only, mandatory, or hidden.

A. True
B. False
Answer: A

NO.16 What are the two aspects to LDAP Integration?

A. Data Population
B. Data formatting
C. Authorization
D. Authentication
Answer: A D

NO.17 Buttons, form links, and context menu items are all examples of what type of functionality?
A. Business Rule
B. UI Action
C. Client Script
D. UI Policy
Answer: B
NO.18 Which one of the following statements is a recommendation from ServiceNow about Update
Sets?
A. Avoid using the Default Update set as an Update Set for moving customizations from instance to
instance
B. Before moving customizations from instance to instance with Update Sets, ensure that both
instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the first time
D. Once an Update Set is closed as "Complete", change it back to "In Progress" until it is applied to
another instance
Answer: A

NO.19 What are the four knowledge workflows available in the ServiceNow base instance?
A. Approval publish: Request approval from a manager of the knowledge base before moving the
article it the publish state
B. Instant Publish: Immediately publishes a draft article without requiring an approval
C. Instant Retire: Immediately retires a published article without requiring an approval
D. Retire Knowledge: Moves a knowledge article to the retired state.
Answer: A

NO.20 Which three Variable Types can be added to a Service Catalog Item?
A. True/False, Multiple Choice, and Ordered
B. True/False, Checkbox, and Number List
C. Number List, Single Line Text, and Reference
D. Multiple Choice, Select Box, and Checkbox
Answer: D

NO.21 How is the Event Log different from the Event Registry?
A. Event Log contains generated Events, the Event Registry is a table of Event definitions
B. Event Log is formatted in the Log style, the Event Registry displays different fields
C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that
were triggered during the day (24-hour period)
D. Event Log is the same as the Event Registry
Answer: A

NO.22 What are the three components of a filter condition?

A. Table
B. Value
C. Field
D. Operator
Answer: B C D

NO.23 There are common types of Interfaces (Numeric Value)

6: There are six common types of interfaces
A. Homepage: Consists of navigational elements, functional controls, and platform information.
B. List: Display records from a data table, as well as allow you to edit the record information using
the List Editor functionally.
C. Form: Data is entered into ServiceNow through forms
D. Dashboard: Enable you to display multiple performance analytics, reporting and other widgets on
a single screen.
E. Maps: Display ServiceNow data graphically on a Google map
F. Timelines: Used to track tasks or projects
Answer: C

NO.24 What is the purpose of a Related List?

A. To create a one-to-many relationship
B. To dot-walk to a core table
C. To present related fields
D. To present related records
Answer: D

NO.25 For Administrators creating new Service Catalog items, what is a characteristic they should
know about Service Catalog variables?
A. Service Catalog variables can only be used in Record Producers
B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default
Answer: D

NO.26 Which are valid Service Now User Authentication Methods? (Choose three.)
A. XML feed
B. Local database
C. LDAP
D. SSO
E. FTP authentication
Answer: B C D

NO.27 Which tool is used to have conversations with logged-in users in real-time?
A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments
Answer: A

NO.28 Which of the following allows a user to edit field values in a list without opening the form?
A. Data Editor
B. Edit Menu
C. List Editor
D. Form Designer
Answer: C

NO.29 In what order should filter elements be specified?

A. Field, Operator, then Value
B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field
Answer: A

NO.30 What is a Record Producer?

A. A Record Producer is a type of Catalog Item that is used for Requests, not Services
B. A Record Producer creates user records
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from
the Service Catalog
Answer: D

NO.31 Which one of the following statements is true about Column Context Menus?
A. It displays actions such as creating quick reports, configuring the list, and exporting data
B. It displays actions related to filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship
Answer: A

NO.32 Which of the following is true of Service Catalog Items in relation to the Service Catalog?
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.
Answer: B

NO.33 What are the main UI component(s) of the ServiceNow Platform?

A. Banner Navigator
B. Banner Frame
C. Application Frame
D. Application Navigator
E. Content Menu
F. Content Frame
Answer: B D F
NO.34 The baseline Service Catalog homepage contains links to which of the following components?
A. Record Producers, Order Guides, and Catalog Items
B. Order Guides, Item Variables, and Workflows
C. Order Guides, Catalog Items, and Workflows
D. Record Producers, Order Guides, and Item Variables
Answer: A

NO.35 Access Control rules may be defined with which of the following permission requirements?
(Choose three.)
A. Roles
B. Conditional Expressions
C. Assignment Rules
D. Scripts
E. User Criteria
F. Groups
Answer: A B D

NO.36 Which are states that you can make a field on a form using UI Policy?
A. read-only
B. write-only
C. Necessary
D. Mandatory
E. Empty
F. Hidden
Answer: A D F

NO.37 Which of the following can be customized through the Basic Configuration UI 16 module?
(Choose three.)
A. Banner Image
B. Record Number Format
C. Browser Tab Title
D. System Date Format
E. Form Header Size
Answer: A C D

NO.38 database live at the Data Center.

A. True
B. False
Answer: A

NO.39 is a computer program running as a service; a physical computer dedicated

to running one or more services, or a system running a database.
Answer: Server
NO.40 Which one of the following statements applies to a set of fields when they are coalesced
during an import?
A. If a match is found using the coalesce fields, the existing record is updated with the information
being imported
B. If a match is not found using the coalesce fields, the system does not create a Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is updated with the
information being imported
Answer: A

NO.41 What information does the System Dictionary contain?

A. The human-readable labels and language settings
B. The definition for each table and column
C. The information on how tables relate to each other
D. The language dictionary used for spell checking
Answer: B

NO.42 What is the Import Set Table?

A. A table where data will be placed, post-transformation
B. A table that determines relationships
C. A staging area for imported records
D. A repository for Update Set information
Answer: C

NO.43 What is the name of the conversational bot platform that provides assistance to help users
obtain information, make decisions, and perform common tasks?
A. Answer Agent
B. live Feed
C. Virtual Agent
D. Connect Chat
Answer: C

NO.44 Reports can be created from which different places in the platform? (Choose two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module
Answer: A D

NO.45 Which one of the following statements best describes the purpose of an Update Set?
A. An Update Set allows administrators to group a series of changes into a named set and then move
this set as a unit to other systems
B. By default, an Update Set includes customizations, Business Rules, and homepages
C. An Update Set is a group of customizations that is moved from Production to Development
D. By default, the changes included in an Update Set are visible only in the instance to which they are
applied
Answer: A

NO.46 When using the Load Data and Transform Map process, what is the Mapping Assist used for?
A. Mapping fields using the Import Log
B. Mapping fields using Transform History
C. Mapping fields using an SLA
D. Mapping fields using a Field Map
Answer: D

NO.47 The display sequence is controlled in a Service Catalog Item using which of the following?
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form
Answer: C

NO.48 A group is stored in which table?

A. Group[user group]
B. Group[sys_user]
C. Group[sys_user_group]
D. Group[sys_user_group_profile]
Answer: C

NO.49 When working on a form, what is the difference between Insert and Update operations?
A. Insert creates a new record and Update saves changes, both remain on the form
B. Insert creates a new record and Update saves changes, both exit the form
C. Insert saves changes and exits the form, Update saves changes and remains on the form
D. Insert saves changes and remains on the form, Update saves changes and exits the form
Answer: D

NO.50 What is the purpose of flagging an article in a knowledge base?

A. To mark an article to read later.
B. Allow a user to submit feedback about an article
C. Reporting an error
Answer: B

NO.51 What is the master table that contains a record for each table in the database?
A. [sys_master_db]
B. [sys_db_object]
C. [sys_master_object]
D. [sys_object_db]
Answer: B

NO.52 Which technique is used to get information from a series of referenced fields from different
tables?
A. Table-Walking
B. Sys_ID Pulling
C. Dot-Walking
D. Record-Hopping
Answer: C

NO.53 Which one of these applications is available to all users?

A. Change
B. Incident
C. Facilities
D. Self-Service
Answer: D

NO.54 Tables are made up of which of the following?

A. records
B. lists
C. forms.
D. fields
Answer: A D

NO.55 A knowledge article must be which of the following states to display to a user?
A. Published
B. Drafted
C. Retired
D. Reviewed
Answer: A

NO.56 What are the 6 methods available for user authentication?

A. Local Database: The user name and password in their user record in the instance database.
B. Multifactor: The user name and password in the database and passcode sent to the user's mobile
device that has Google Authenticator installed
C. LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a
matching user account in the database.
D. SAML 2.0: The user name and password configured in a SAML identity provider account, which has
a matching user account in the database.
E. OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user
account in the database.
F. Digest Token: An encrypted digest of the user name and password in the user record.
Answer: A B C D E F

NO.57 Knowledge articles within a knowledge base are grouped by category.

A. True
B. False
Answer: A

NO.58 A REQ number in the Service Catalog represents...

A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.
Answer: A

NO.59 As it relates to ServiceNow reporting, which of the following statements describes what a
metric can do?
A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service management processes
D. A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.
Answer: C

NO.60 Knowledge Base Search results can be sorted by which of the following? (Choose three.)
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views
Answer: A C E

NO.61 Which of the following statements is true when a new table is created by extending another
table?
A. The new table archives the parent table and assumed its roles in the database
B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table,
but none of the existing fields
C. The new table inherits all of the fields of the parent table and can also contain new fields unique
to itself
D. The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and
UI Policies of the parent table
Answer: C

NO.62 What is the path an Administrator could take to view the fulfillment stage task list for an
order placed by a user?
A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)
Answer: C

NO.63 What refers to an application or system that accesses a remote service or another computer
system, known as a server?
A. Server
B. Client
C. Script
D. Policies
Answer: B

NO.64 Which one statement correctly describes Access Control rule evaluation?
A. Rules are evaluated using roles. The role with the most permissions evaluates the rules first
B. If more than one rule applies to a row, the older rule is evaluated first
C. If a row level rule and a field level rule exist, both rules must be true before an operation is
allowed
D. Rules are evaluated from the general to the specific, so a table rule must be active to continue
Answer: C

NO.65 When searching using the App Navigator search field, what can be returned? (Choose four.)
A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges
Answer: A B C D

NO.66 How are Workflows moved between instances?

A. Workflows are moved using Update Sets
B. Workflows are moved using Transform Maps
C. Workflows are moved using Application Sets
D. Workflows cannot be moved between instances
Answer: A

NO.67 A Service Catalog may include which of the following components?

A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items
Answer: D

NO.68 Which application is used to change the number format per table?
A. Number Maintenance
B. System Maintenance
C. Table Maintenance
D. Record Maintenance
Answer: A

NO.69 What is a way that you can mark a knowledge article for review?
A. Flag article
B. Review
C. Bookmark
D. On Hold
Answer: A

NO.70 What are the 5 provided Roles by ServiceNow?

A. System Administrator: The admin role provides access to all platform features, applications,
functions and data.
B. Specialized Administrator: Specialized administrator roles manage specific functions or
applications, such as Assignment Rules, Knowledge base, reports, or web services
C. Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow,
including Incident and Change management.
D. Approver: Users with the Approver user role can perform all requester actions and may view or
modify approval records directed to the approver
E. Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can
submit and manage their own requests, access public pages, etc.
Answer: A B C D E

NO.71 UI Action can prompt that an Incident has been successfully submitted.
A. True
B. False
Answer: A

NO.72 What defines conditions that are evaluated against users to determine which users can
create, read, write, and retire knowledge articles.
A. User conditions
B. User info
C. User Criteria
D. User permissions
Answer: C
NO.73 What is a schema map?
A. A schema map enables administrators to define records from specific tables as trouble sources for
Configuration Items
B. A schema map graphically organizes the visual task boards for the CMDB
C. A schema map graphically displays the Configuration Items that support a business service
D. A schema map displays the details of tables and their relationships in a visual manner, allowing
administrators to view and easily access different parts of the database schema
Answer: D

NO.74 What is the function of user impersonation?

A. Testing and visibility
B. Activate verbose logging
C. View custom perspectives
D. Unlock Application master list
Answer: A

NO.75 What is the platform name for the User table?

A. u_users
B. sys_users
C. x_users
D. sys_user
Answer: D

NO.76 A User is stored in which table?

A. User [sys_user]
B. User [ sys_user_group]
C. User [ syst_user_profile]
D. User [user_profile]
Answer: A

NO.77 What is the difference between UI Policy and UI Action?

A. UI Action can make fields read-only, mandatory, or hidden. while UI Policy can make a save button
visible for appropriate users.
B. UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button
visible for appropriate users.
Answer: B

NO.78 Where can Admins check which release is running on an ServiceNow instance?
A. Memory Stats module
B. Stats module
C. System.upgraded table
D. Transactions log
Answer: B
NO.79 Which group of permissions is used to control Application and Module access?
A. Access Control Rules
B. UI Policies
C. Roles
D. Assignment Rules
Answer: C

NO.80 What is generated from the Service Catalog once a user places an order for an item or
service?
A. A change request
B. An Order Guide
C. A request
D. An SLA
Answer: C

NO.81 Which type of tables may be extended by other tables, but do not extend another table?
A. Base Tables
B. Core Tables
C. Extended Tables
D. Custom Tables
Answer: A

NO.82 ServiceNow uses what term to describe all the data saved within a particular form?
A. Fields
B. Form
C. Record
D. Lists
Answer: C

NO.83 Where would you go in ServiceNow to order services and products offered by various
departments?
A. Service Catalog
B. Self Service
C. Service Department
D. Customer Service
Answer: A

NO.84 Table Access Control rules are processed in the following order:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name
Answer: B

NO.85 Configuration will not affect what others see on their forms.
A. True
B. False
Answer: B

NO.86 Data Policy can enforce mandatory data on import.

A. True
B. False
Answer: A

NO.87 What displays a set of records from a table?

A. View
B. Dashboard
C. Panel
D. List
Answer: D

NO.88 A role is recorded in which table?

A. Role[sys_user]
B. Role[sys_user_profile]
C. Role[sys_user_record]
D. Role[sys_user_role]
Answer: D

NO.89 Which of the following is used to initiate a flow?

A. A Trigger
B. Core Action
C. A spoke
D. An Event
Answer: A

NO.90 What are the two pathways to view feedback left on a published article?
A. Knowledge > articles > My Flagged
B. Knowledge base > my knowledge > flagged articles
C. Knowledge > My articles > Flagged
D. Knowledge > articles > published
Answer: A D

NO.91 Create Incident, Password Reset, and Report outage: what do these services in the Service
Catalog have in common?
A. They direct the user to a record producer
B. They direct the user to a catalog property
C. They direct the user to a catalog UI policy
D. They direct the user to a catalog client script
Answer: A

NO.92 From the User menu, which actions can a user select? (Choose three.)
A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records
Answer: B C D

NO.93 Business Rules are used to enforce mandatory data on a form.

A. True
B. False
Answer: B

NO.94 What is a characteristic of importing data into ServiceNow?

A. An existing Transform Map can be used one time on the same import set
B. Coalesce fields are used only after running Transform
C. Any user can manage and set up import sets
D. An existing Transform Map can be used multiple times on the same import set
Answer: D

NO.95 Each knowledge bases can have unique lifecycle workflows, user criteria, category
structures, and management assignments.
A. True
B. False
Answer: A

NO.96 Which statement is true about business rules?

A. A business rule must run before a database action occurs
B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors fields on a form
Answer: B

ServiceNow
 Certified System
Administrator
Dumps
1. SLA, OLA and UC are configured in which module?
Service Level Management (SLM)
2. If the same object is updated in both sets what will happen?
The most recent change is moved to the merged update set. The other update remains in
its original update set to provide a record of the changes that were not moved. You may want
to validate that the correct changes were moved to the new set by viewing the update set.
3. Difference between Event Log and Event Registry?
Event Log: Contains event activity
Event Registry: Contains event description
4. Where is data stored?
Tables
5. What an condition contains?
Field, Operator and Value
6. How to apply an UI Policy to All View?
Make it as Global
7. Button, Related Links and Context Menu these are?
UI Actions
8. What is business rule?
A business rule is a server-side script that runs when a record is displayed, inserted,
updated, or deleted, or when a table is queried.
9. What is SSO?
It is a method of access control that enables a user to log in once and gain access to the
resources of multiple software systems without being prompted to log in again.
10. What is diff between SAVE and Insert buttons?
Save button saves the changes and remains in same page Insert
button inserts new record and redirects to list
11. Give example of a one to many relationships?
Users to groups
12. What do you mean by SaaS?
Software as a Service
13. What is Sys_id?
A 32 character long unique ID
14. UI Policy runs on?
Client Side
15. Which of the following can be performed by Inbound Email Action?
Create or update task records
16. What is access control defined?
Specific role or user
17. Where is data
stored? Table
18. What is column in table?
A cell which hold table data
19. How to load spreadsheet in service now instance?
Load Data > Create transform map > Run transform map
20. 3 type of numbers from orders?
Request Number (REQ), RITM, catalog Task number
21. In Live feed which are default groups available?
1) Unlisted
2) Public
3) System Administrator
22. What is Contextual Security?
Secure a record based on its contents
23. What is Hierarchical Security?
Can apply security rules to any level in our object hierarchy
24. What does Order guide refer to in Service Catalog?
Bundled Request (An order guide gives customers an easy way to order multiple
related items as a single request)
25. Where BSM maps are stored? On which table?
bsm_graph table
26. Which field should be there in table that identifies that it should be captured in Update Sets?
update_synch attribute
27. If workflow is not published, only checked out will it be captured in update sets?
No, only published workflows are captured in update sets.
28. What does workflow timelines represent?
Shows timestamps in graphical form for activities of workflow.
29. When Business rules can be used in Knowledge base?
Scenario based: To insert Knowledge Article or Knowledge Submission through Incident,
problem or change as record is closed in these mgmt.
30. If prefix of Incident needs to be changed, which table should I refer?
Number Maintenance table [sys_number].
31. Global Search option can be found in which part of UI?
On Banner
32. In which part of UI will you find help (link to wiki) option?

Banner Frame > Gear Icon >

33. What is security_admin role?
It is a High Security plugin acts as an elevated privilege which gives access to all the
application through out that session.
34. If a user is not given filter_global or filter_admin role, what will be the impact?
He can save the custom filter for himself only, neither for his group nor globally.
35. Scenario when an Interceptor can be used?
In change management case to provide different option for user in case of separate view and
template
36. What changes are not captured in update sets?
1) New user
2) New group
3) New records
4) Modified CI’s
5) Scheduled Jobs
6) Schedules
37. Where will you find option to edit a list?
1) List Gear icon
2) Double clicking on the field (0n Cell Edit)
38. When the SLA scheduled jobs?
SLA breached.
39. ACL which rule will win to restrict access to short description field of incident?
Incident. Short Description
40. Book mark feature can be found in which UI version?
UI 11
41. How many major releases does Service Now have in a year?
One
42. cmdb_ci_server inherits which class?
cmdb_ci_computer
43. What are the UI components of a homepage?
Banner, Content pane and Application Navigator.
44. What should be enabled to make a KB article accessible to everyone?
It should be made public
45. How will you define a Service catalog workflow?
Define Workflow properties, Define Workflow activities, Publish it.
46. What is SSO integration?
SSO integration bypasses the ServiceNow login authentication by allowing a user of your
corporate portal to automatically login to the system with centrally managed roles and
authorization. An LDAP integration is the most common SSO integration.
47. Where does Impersonate Icon
present? Banner Frame
48. Coalesce in import set?
Reduce chances of Data Redundancy during import
49. What is SLA-Retroactive start?
Retroactive Start determines the SLA's behavior if it is attached to the task at a point later
than the task's creation. If Retroactive Start is true, then the SLA will time from the task's
Created On date and time. If Retroactive Start is false, then the SLA will time from the date
and time that it was attached to the SLA.
50. What is Delegate User?
Request on behalf of another user.
51. Pause condition in SLA?
Awaiting
52. Content of service catalog?
1) Catalog Items
2) Record Producers
3) Order Guides
53. RITM stands for?
Requested Item
54. How KB are organized?
By Topics and Categories
55. Applications and modules are loaded based on?
Roles
56. Content of banner in service now?
1) Welcome Message
2) Impersonate Key
3) Elevated Privilege
4) Gear Icon
5) Global text Search
56. ESS can access?
1) My Items
2) My requests,
3) KB
57. ACL applies on?
Fields and tables

58. How to change Homepage Color?

System Properties > CSS
59. Data Dictionary is used for?
Defining the Database
Structure
60. Workflow editor and Service catalog differs in approval methodology?
True
61. SLA, OLA and UC are configured in which module?
Service Level Management
62. How can you view reports on homepage?
Add to Homepage
63. KB articles are referred in which modules below?
Incident
64. What things are tracked in customizations?
1) Workflows
2) Form sections
3) Lists
4) Related lists
5) Choice lists
6) Content pages
7) Database changes
8) System dictionary entries
9) Field labels
65. What do you mean by Elevated Privileges?
A role that has special permissions for the duration of the log in session
66. How do you modify the field behavior?
1) UI Policy
2) Data Dictionary
67. Shortcut to approve a Service Request?
Right Click Request -> Approve
68. How do you enhance Homepage performance in case of
gauges? Delete Gauges
69. What influence system
performance? More gauges on
homepage
70. ACL evaluates on?
condition/script and roles
71. If workflow checked out, can it be modified by any user?
Yes
72. If a split is added in a form, how many columns get created?
Two
73. One to many relationship in table?
Incidents may be associated with only one problem, but problems may be associated with
many incidents
74. Import Sets characteristics?
Import Sets is a powerful tool used to import data from various data sources, and then
map that data into ServiceNow tables. The Import Sets table acts as a staging area for
records imported from a data source.
75. Service catalog variable types????
1) Break
2) Check Box
3) Container Start, Container End
4) Date
5) Date/Time
6) HTML
7) Label
8) List Collector
9) Lookup Multiple Choice
10) Lookup Select Box
11) Macro
12) Macro with Label
13) Multi Line Text
14) Multiple Choice
15) Numeric Scale
16) Reference
17) Select Box
18) Single Line Text
19) UI Page
20) Wide Single Line Text
76. Data inconsistency correction is done from automated?
Plugin
77. SC workflow, when it will execute?
Only for task running against sc_cat_item

78. Service catalog workflows can be attached to particular requests in one of the following
ways?
1) Manually, on the Catalog Item form
2) Automatically based on conditions
3) Automatically if there are no other workflows attached
79. What is represented by order in Service catalog?
How the catalog variable will be displayed.
80. When High Security plugin is activated?
By giving the security_admin role
81. How ACL is applied?
Tables and fields
82. What is a Column and row in a table?
Column is a field and row is a record.
83. If User customizes the Homepage, what
happens? A prefix My is added to the
homepage.
84. What is there stored in CMDB?
Tangible and intangible business assets.
85. How to set display value for any field?
Right Click > Configure Dictionary
86. Standard recommendation for Update set?
Do not use default update set for customization
87. Difference between UI Action and UI Policy?
UI Action: It runs on server side used to made changes in form view and list view. UI
Policy: It runs on client side used to make a field read only, mandatory, visible.
88. Service Catalog workflow activities..?
1) Workflow properties
2) Workflow activities
3) Publish
89. Which customizations would get stored in update set?
1) Any changes to scripting,
2) new field’s customization,
3) Workflows
4) Form sections
5) Lists
6) Related lists
7) Choice lists
8) Content pages (in Content Management)
9) Database changes
10) System dictionary entries
11) UI actions
12) UI policies
13) business rules
14) client script
90. How to change background color?
System Properties > CSS
91. In case of Client Script which field should be true to apply client script on all views?
Global View
92. What is the true if we delete the system table?
Automatically recreated deleted System table in Next Upgrade
93. How to make an UI Policy global?
Check the Global field
94. How ServiceNow system is configured to send an email notification after system Upgrade?
Define in Notification Module
95. What is the true about Slush Bucket?
Fields appearing in Selected section will be present in form
96. Which module is used for create a new Catalog item?
Maintain items
97. How to arrange the Applications in left navigation to user?
By assigning role to user
98. Which is true to create a catalog
tasks? Workflow for Sc_req_item
99. Which module is used to see column structure in a table?
Tables & Columns
100. How to define field attributes
Right click on field lable>Personalize Dictionary
101. Which part of HomePage contains KB?
News
102. When Submit button Appears in the form?
When changes made to form
103. What is listing in HomePage icon?
List of home pages
104. How to change the Development and Production instance color?
System Properties >Basic Configuration
105. How to see the current version of instance as an Admin?
System Diagnostic application >> Stats Module >> Build
106. What are tables can be
deleted? Table starts with u_
107. Which is true about INC table?
Incident table extends task
table
108. When UI Actions appears on the form?
When conditions gets satisfied
109. Can we validate workflow before publish?
True
110. Arrange the No. of users in any new instance of service now. 1= most, 2= Moderate, 3=
Less, 4= very less.??
ESS> ITIL> Delegate> ADMIN
114. Incident, problem tables inherit which table.
Task table.
115. When you customize a homepage, SNC makes a copy of it and ______ _
? Adds the prefix "My" to the homepage name.
116. How do you edit/ create a workflow?
Using Graphical Workflow Editor
117. What is the purpose of a service catalog workflow?
To automate the sequence of activities.
118. What is the important factor to remember when a user is creating catalog
variable? Catalog Variables are global by default.
119. What is the purpose of an update set?
To move the customizations from one instance to another
120. How can you change the number prefix from "INC" to "IN" for incident table?
Number maintenance table
121. Which setting allows the user to view knowledge articles without logging in?
Public settings
122. Which of the following is true regarding roles?
Roles can contain other roles. When user is assigned to a role, he will inherit the
contained roles as well.
123. ACL is part of which security?
Contextual Security
124. Which is true regarding Knowledge Base?
In a Knowledge base, articles are grouped according to categories.
125. How can you view the dictionary for a field?
Right clicks on the field and click Personalize Dictionary.
126. Which among the following is true regarding ACLs?
If there are row and field ACLs, user has to satisfy both to have access to the field.
127. What is Data Dictionary?
It contains information about a field's data type, character limit, default value,
dependency, and other attributes.
128. How do you know which release version of Service Now you are working on?
Go to System Diagnostics->Stats and check the Build name.
129. What does home icon do ?
It takes you to the homepage
130. When user creates a table "abc", how does service now name
it? u_abc
131. If the system administrator wants to modify the homepage, which of the following links on
the page indicates that this can be done by ?
Add content
132. What does the "coalesce" field do?
Coalescing on a field (or set of fields) means the field will be used as a unique key
133. What details does a knowledge article hold?
1) Known errors
2) Useful information
3) Troubleshooting tips
134. What does a transform map do?
A transform map is a set of field maps that determine the relationships between fields
in an import set and fields in an existing Service Now table (such as Incidents or Users).
135. Difference between client script and business rule
Client script: It runs at client side onLoad, onchange, oncelledit and onSubmit of the form
Business rule: It runs at server side before/after record in inserted, updated or deleted.
136. onChange client script runs on ?
Change in the value of a particular field
137. Links, buttons, context menu action belongs to?
UI action
138. UI policy accomplishes?
1) Making a field read-only
2) Making field read-only
3) Making a field to be hidden
139. How do you confirm an instance upgrade?
System Logs -> events -> system.upgraded, use this event to trigger the System
Upgraded notification
140. What all modules can an ESS user see under in Service Catalog?
Self Service
141. What is the purpose of an Order Guide?
An order guide gives customers an easy way to order multiple related items as a single
request.

142. Choose the order of evaluation of ACLs

An ACL rule only grants a user access to an object if the user meets all of the permissions
required by the matching ACL rules.
-The condition must evaluate to true.
-The script must evaluate to true or return an answer variable with the value of true.
-The user must have one of the roles in the required roles list.
-The other matching ACL rules for the object type must evaluate to true.
143. What is one thing in workflows peculiar for catalog?
You can define visibility of variables on task form through workflow when it is created
144. What is BSM MAP?
Business Service Management BSM map that graphically displays the relationship of
configuration items that support a business service.
145. What is Coalesce used for in import sets?
It compares the uniqueness of data if not found, creates new record, So it reduces
data redundancy
146. Which one on homepage will access knowledge?
News
147. Knowledge process consists?
1) Document creation
2) Approval and review from SMEs
3) Publishing
148. Gauge can be added
to? Homepage
149. How the catalog variables cab be arranged on a catalog
item By setting the appropriate value of field 'Order'.
150. What do administrators can do diagnose problems and improve the homepage performance?
1) Turn on homepage debugging
2) Troubleshoot slow reports
3) Parallel homepage rendering
4) Homepage caching
151. How can you view reports on homepage?
Reports  view/run  open a report  add to homepage
152. Data inconsistency correction is done from automated?
Plugins
153. Icon of reference?
Icon ( )
154. Application Navigation Search history is stored somewhere or not?
No
155. Data Dictionary is used for?
Database Structure
156. Create incident, report outage, password reset – what is common in this?
1) User is directed to variable set
2) User is directed to record producer
157. Application navigator doesn’t appear on screen why?
Toggle Navigator
158. Shortcuts and favorites are not displayed in mobile view?
False
159. Records in table are displayed in list view?
True
160. Workflows are moved between
instances? They can be moved by
update sets
161. UI actions executes on?
Server side.
162. Purpose of data policy?
Data policies enable you to enforce data consistency across the application.
163. When is workflow complete?
Only when published
164. Favorites and shortcuts can be managed from mobile (true
/false) True.
165. Ways to populate the cmdb?
1) Discovery
2) Import sets
3) Integrate
4) Web services
5) Help the help desk
6) Manual
166. Tables can be related to each other by?
1) One - Many
2) Many - Many
3) Extensions
4) Database views
167. What are Task tools?
1) SLA
2) Assignment rules
3) Approvals rules
168. ACME knowledge base contains?
1) Customer support articles
2) HR blog
169. MEGACORP knowledge base contains?
1) Know error articles
2) devWiki
170. How to make a default filter?
System definition > Application Menu > Modules
Note: Under the modules specify the filter
171. Create incident, report outage, password reset
? User is directed to record producer
172. Access control rule evaluates?
when field rule and record rule is specified , and both criteria should be fulfilled
173. Application navigator doesn’t appear on screen why?
Toggle Navigator
174. Shortcuts and favorites are not displayed in mobile view?
False
175. Records in table are displayed in list view?
True
176. What are core tables in service now?
Task Table and Cmdb_CI
178. Workflows are moved between
instances? They can be moved by
update sets
179. Which is true regarding Ui actions?
Conditions can be specified to determine when a ui action appears
180. Purpose of data policy?
It standardizes data across application.
181. Records in table are displayed in list view ( True / False )
True
182. In update sets workflow will be capture or not?
Yes, can capture
183. Can data policy be used to enforce data consistency across
applications? True
184. How will you make filter visible to everyone?
Save, Assign a name, set visible , save
185. What is an event?
Indication to the service now processes that something has occurred
186. How will you enable or disable application?
System Definition > Application Menus > Select the Application Note:
Can Check and Uncheck the Active CheckBox
187. What is system dictionary?
1) The Data Dictionary Table, Dictionary Entry [sys_dictionary] contains additional
information that defines database elements.
2) You
can explore the system dictionary for additional information about table structures.
188. When Applications will not display?
1) User might not have the appropriate role.
2) May change the view of the application navigator user.
189. The purpose of using type filter text?
To quickly access application menus and modules
190. Record baseline statistics for client transactions time?
Average Client response time: Average Client network time: Average Browser time
191. Whether a user can delete a post?
Users can remove their own posts by right-‐clicking then selectng delete.
192. When the work flow gets completed?
When the Workflow runs out of activities.
193. What does an workflow editor means?
Interface for creating and modifying Workflows by arranging and connecting activ
ities to processes.
194. What is true about checkout in workflow?
The workflow is available to run only for the users who has it checked out.
195. What is true about KPI?
KPI Reports are especially useful, because they are examples of ITIL best practice
reports.
196. Advantage of CSV format?
CSV format can handle more rows of data than Excel.
197. Define Date overridden?
Dictionary overrides provide the ability to define a field on an extended table
differently from the field on the parent table
You can add dictionary overrides only on tables that are in the same scope as the
dictionary override
198. How many SLA a record can have?
A record can have multiple sla’s
199. Tags can be created in which
section? Form
200. Define System Dictionary?
The system dictionary is a table, called Dictionary Entry [sys_dictionary], that contains
details for each table and the definition for every column on each table in an instance
Each row in the system dictionary represents either a table or a column in one of the tables.
201. Define variable display sequence?
Variables are displayed using order field which it displays in ascending order
202. When you can’t use workflow?
1) When a workflow is checked out
2) Using graphical editor we can’t use workflow when it is published
203. In which stage, workflow versions that is no longer available for new context?
Completed.
204. What is a refreshable widget viewable as a homepage section?
Reports

ServiceNow
Certified System
Administrator
Dumps
205. Which of the following can be performed by inbound email action?
A. Create or update task record.
• Send an email when a task record changes.
• Create a new table.
• Send scheduled reports.
206. What is SeviceNow?
E. It is a Cloud based ITSM tool built on web 2.0, SAAS, ITIl v3, PaaS and IT 3.0.
F. It is a cloud based on-demand ITSM built on PaaS, SaaS and ITIL.
G. It is a cloud Based on-demand tool used for building web applications.
H. It is a Social IT based helpdesk system using JDBC platform.
H. Which of the following are contained in the banner frame that runs across the top of
every Service now webpage?
E. Welcome message.
F. Impersonate key.
G. Homepage.
H. All of the above
I. In what way does the Switch perspective feature in application navigator assist you in
organizing applications in service now?
E. It allows you to view applications from the perspective of individual roles as
ITIL, Asset Management or Admin.
F. It allows to view applications from the perspective of CMDB, ITIL, Reports,
 Asset Management, Admin or ALL
G. It allows you to view through CMDB, Admin, ITIL, ESS or ALL
H. It allows you to select applications through only Admin, ITIL,ESS users.
J. What is the main area in all Service now web pages?
E. Content Pane
F. Banner.
G. Application Navigator.
H. Global Text Search Area.
K. What list does the house icon access?
E. List of most visited web pages.
F. List of homepages.
G. List of company locations.
H. List of gauges used on homepages
A _______ is a user in the system that receives another users messages like approval
requests, media invitations and other business messages?
E. ESS users
F. ITIL users
G. Knowledge user
D. Delegate
L. Which one of the following statement describes the contents of the configuration
management database (CMDB)?
A. The CMDB contains ITIL process data pertaining to configuration items B.
The CMDB contains data about tangible and intangible business assets
C. The CMDB achieves all service management PaaS equipment metadata and usage
statistics
D. The CMDB contains business rule that direct the intangible, configurable assets
used by the company
M. Which one of the statement below describes the relationship between the incident
table and task table?
C. The task table extends the incident table
D. The task table is the child of the incident table
E. The incident table is the parent of the task table
D. The incident table extends the task table
N. Which one of the following statement is correct when referring to UI actions?
F. UI Action on the task table are not available to its extended tables
G. UI Actions are only executed on the server
H. UI Actions cannot use scripts or be scripted
I. Conditions can be specified to be determined when a UI Action appears
O. My company wants have the incident number prefix as ‘IN’ instead of the default ‘INC’.
As an ADMIN, what do I need to do?
C. Go to the number maintenance application and change the prefix to ‘IN’ for the
incident
D. Create a business rule that modified the prefix before the insert operation
E. Submit the change request to ServiceNow technical support
F. The prefix of an incident cannot be changed because it is a built in feature
P. Which one of the following statement is true for system administrators who are deleting
tables?
E. Deleting the table doesn’t delete other associated elements like views and gauges.
The elements must be deleted separately
F. Only tables beginning with ‘u_’ can be permanently deleted
G. Deleting an out of box system table permanently deletes it from use by all
instance at a customer side
H. An ESS user can delete any configuration item that is referenced by the problem
table, saving you time
Q. Which one of the following is true characteristics for workflows in service catalog?
E. The start & end activities in workflows can be changed
F. Workflows can have a multiple rounds of approval actions
G. Workflows can have a maximum of five rounds of approval actions
D. Only one rollback activities is allowed in a workflow
R. When adding a variable to a catalog item, what does an order field determine?
E. The order field sets the availability of the variable item by graying the item if it is
not available to be ordered
F. The order field displays the fulfillment priority value by calculating and
presenting an expected delivery date
G. The order field value is used to display the variable by price. The order is more
expensive to less expensive
H. The order field establishes the display order of the variables. Variables are listed
by ascending order values.
S. Which one of the following statement is true when using the slush bucket to design a
form or list?
E. The available column is the list of all of the fields that are currently displayed on
the existing form
F. If the field name appears in the bold font alter being moved to the selected
column, the field is the reference field
G. When the field is moved from the selected column to the available column, the
field is removed from the list
H. To exactly position fields on the form, use the left and right buttons
T. When running transform on an import set, how does the servicenow instance handle the
data being imported?
E. Records are ignored when the data in the instance matches the data
being imported
F. Records are overwritten when the data in the instance matches the data
being imported
G. The import set acts as a staging area for records imported from a data source
H. The import set table allows you to define destinations for imported data on
servicenow tables
U. What are two of the settings that can be made in the contextual security manager?
E. Ability to change release dates and manage group personnel.
F. Ability to change release dates and restrict automatic notifications.
G. Ability to set the maximum attachment size and specify the attachment file types.
H. Ability to disable applications and to set the maximum notification size.
V. Which one of the following modules can be used to view field settings for a table?
A. Columns and Fields.
B. Tables and Fields.
E. Tables and Columns.
F. Access Control.
W. What is the organizing structure used in the Knowledge base to organize articles?
G. Within the Knowledge Base, articles are organized by the incident that they are
attached to.
H. Within the Knowledge Base Application, me articles module organizes article by
author.
I. Within a Knowledge Base tonic, articles are organized into categories.
J. Within a Knowledge base tonic, articles are organized alphabetically for every
week of the month.
X. Because a homepage is dynamically generated, which one of the following is a way to
influence performance?
E. Set refresh to off or to longer time increment.
F. Rearrange the homepage to replace all gauges at the top of the page.
G. Add more gauges to the homepage so that the data is reused between the gauges.
H. Rearrange the homepage to replace all gauges at the bottom of the page.
Y. Which one of the following includes a quick way to an approval manager approves a
service catalog request?
E. In the request list, right click the REQ number and select approve request.
F. In the catalog task list, right click the task number and select approve.
G. In the catalog task form, select Approve from the state field drop down list.
H. On the requested item form, select approve from the request field drop down list.
Z. Which one of the following statements describes the purpose of a Service Catalog
workflow?
F. The Service Catalog workflow is used to drive complex fulfillment processes and
sends notifications to defined users or groups.
G. The Service Catalog workflow generates three basic components: item variable
types, tasks, and approvals.
H. The Service Catalog workflow generates three basic components: item variable
types, tasks, and notifications.
I. Although a Service Catalog workflow cannot send notifications, the workflow
drives complex fulfillment processes.
AA. Within a form, which of these methods can be used to view the Dictionary settings
for a field?
E. Double-click on the field label.
F. Right-click on the form header and select Personalize->Form Layout.
G. Right-click on the Reference icon and select Personalize->Dictionary.
D. Right-click on the Field label and select Personalize->Dictionary.
 BB.Making the background color of the Development instance different from the Production
instance makes it easily recognizable. Which one of the following is a correct list of steps
to customize the background color of the header bar?
E. Banner and List caption background color > drag new color into banner > save.
F. Rightmost portion of the page header and browser title > type on color code >
save.
G. Rightmost portion of the page header and browser title > type on color code >
refresh page.
H. Rightmost portion of the banner > Gear icon > Theme.
CC. Why the Business Service Management (BSM) map is display for a configuration item,
where is the configuration item located in the maps?
E. The configuration item is at the bottom of a flow chart structure, and all the
configuration items, that feed data to the configuration item are shown above.
F. The configuration item is at the top of a flow chart structure, and all the
configuration items, that feed data to the configuration item are shown below.
G. The configuration item is in the center of the map, with upstream configuration
items and downstream configuration items displayed.
H. The configuration item is at the top of a typical structure, showing all the
configuration items affected by it.
DD. Which one of the following is an example of a one-to-many relationship?
E. User table[sys_ user]references the Task table[task]assigned to field.
F. The Task table[task]assigned to field references the user table[sys_ user].
G. Incident table[incident]opened field references the calendar table[sys_ calendar].
H. The incident[incident]table references at tables with open tasks.
EE. Which one of the following statements correctly describes the differences between
a client script and a business rule?
E. A client script runs before a record is located and a business rule runs after a
record is loaded
F. A client script runs on the server and a business rule runs on the client
C. A client script runs on the client side on load, on change of a field, or on
submission of a save on the record. A business rule on the server before or after a record is
loaded, inserted, deleted, or updated
D. A client script runs on the client-only on load of a record. A business rule runs on the server only
after a record is loaded, inserted, deleted or updated
FF. What are the major steps to create a Service Catalog request workflow and make
it available to others?
E. Define workflow properties, create workflow activities, and publish the workflow
F. Create workflow activities, create approval action activities ,and publish the
workflow.
G. Define workflow properties, create workflow activities, and create deployment
stage tasks.
H. Define workflow properties, create mark item approval tasks, and create
deployment stage tasks.
GG. Which one of the following statements describes the contents of the
configuration management database (CMDB)?
A. The CMDB contains ITIL process data pertaining to configuration items B.
The CMDB contains data about tangible and intangible business assets
G. The CMDB archives of Service Management PaaS equipment methods and usage
statistics
H. The CMDB contains the business rules that direct the tangible and intangible
configuration assets used by a company
HH. What does Custom Charting Plug-in allow you to do?
E. It combines data from inside the Service Now platform with internal data only to
produce a single chart.
F. It combines reports that Service Now creates into a single chart.
G. Custom charting allows you to create charts when you have a requirement
that cannot be satisfied with the Report Application.
H. It merges data from single table in the platform to create a meaningful report.
II. What does a ServiceNow Homepage provide?
G. A dashboard of frequently used content which usually includes reports. A
personal space that is configured to be the first page seen after login, Access to
multiple personal homepages, Access to other global homepages the user has the
rights to view.
H. The Service Catalog ordering page is essentially also a homepage configured. It
shares the same functionality and the information below applies to it as well.
I. When a user logs to ServiceNow, they’ll be taken immediately to their homepage.
If the user has a personalized homepage that’s what they’ll see. A user sees the
homepage with the lowest Order value.
J. ServiceNow documentation that did not provide an answer, copy and paste
the URL into the text box to help us improve our product documentation.
JJ. What is a Service Level agreement?
G. A record in the SLA table which defines a set amount of time for a task to reach
certain condition, the tables to access and what type of SLA is being evaluated.
H. A service-level agreement is negotiated agreement between two or more
parties, where one is the customers and others are service providers.
I. SLAs are used to ensure that a task reaches and conditions within a certain
amount of time, such as ensuring that an incident is closed or resolved
immediately when assigned.
J. A Service-level agreement is a part of Service contract where a service is formally
defined. In practice, the term SLA is sometimes used to refer to the contracted
delivery time.
KK. What is the greatest benefit of utilizing SLAS?
F. This property will be used only with the audited tables. Tables which are not
audited ignore the pause time before the creation of the record in the SLA.
G. The task SLA engine provided by the plugin can also be used to define OLAs or
Underpinning contracts in exactly same way as SLAs.
H. SLA’s allow an IT Service Desk to track if there representatives are providing a
specific level of service, and run reports on the success rates of the SLA actions.
I. The property Compute prior SLA pause time for new, retroactive SLAs (2011
SLA engine only) will available.
LL. In SLA definition, what are the conditions that will trigger an SLA?
C. Start Condition, Stop Condition, Pause condition, Reverse condition.
D. Start condition, stop condition.
E. Start condition, Stop condition, Pause condition.
F. Start condition, Pause condition, Stop condition.
MM. What are the 4 aspects of Service Level Agreement?
E. SLA Definition, Task SLA, creating an SLA, Deleting an SLA from a work order.
F. SLA Definition, Task SLA, SLA automation, SLA workflow
G. Creating an SLA, Deleting an SLA, Deleting an SLA from a work order.
H. Deleting an SLA from a work order, creating an SLA, SLA Definition.
NN. What are the types of SLAS in ServiceNow?
E. SLA agreement, Operational level agreement, Underpinning contract.
F. SLA workflow, SLA Definition, Operational level agreement.
G. Task SLA, SLA agreement. Underpinning contract.
H. SLA Automation, SLA conditions and script include.
OO. What are the 3 types of numbers from orders?
E. Requested Item, Procurement, Fulfillment.
F. Fulfillment, Procurement, Catalog tem, Requested Item.
G. Request Number (REQ), Requested Item (RITM), Catalog Task Number.
H. Request Number, Catalog Item.
PP. What role allows user to define catalog items?
E. Catalog_admin Role.
F. Service Role.
G. Knowledge Admin Role.
H. Admin Role.
QQ. Which of the following are you allowed to make customizations to?
E. A table.
F. A form.
G. A field.
H. All of the above.
RR.By default in ServiceNow, what customizations are added to Update Sets?
E. Changes made to data.
F. Changes made to a form.
G. Changes made to a schedule.
H. Changes made to a homepage.
SS. Which of the following are workflow activities?
E. Approvals.
F. Notification.
G. Timers.
H. All of the above
TT. What is Single Sign-On (SSO)?
E. A type of integration that enables a user to log in once and pain access to the
resources of multiple software systems without being prompted to log in again.
F. A process that grits access to third-party software that allows Service Now to
write to outside databases.
G. A Service Now application that maintains, stores, and validates passwords for
access to Service Now applications.
H. A type of Service Now release that updates existing Service Now instances.
UU. What are two of the setting that can be made in the contextual Security Manager?
E. Ability to change release dates and manage group personnel.
F. Ability to change release dates and restrict automatic notifications.
G. Ability to set the maximum attachment size and specify the attachment file types.
D. Ability to disable application and to set the maximum notification size.
VV.Which section of the Service Now GUI contains the global search feature?
E. List pane.
F. Lower Navigation bar.
C. Banner.
D. Application Navigator.
WW. Which one of the following modules can be used to view field setting for a table?
A. Columns and Fields.
B. Tables and Fields.
D. Tables and Columns.
E. Access control.
XX. What are the main components of the Service Now graphical user interface (GUI)?
E. Application Navigator, News Content Frame, List pane and Information
Structure.
F. Application Navigator, Banner, Power Edge and Content Frame.
G. Navigation Bar, Report Gauge frame, Power Bar and News Content Block.
H. Application List, Report Gauge frame, Power Bar and Details pane.
YY. In a typical Service Now instance, what types of users are in the system? Choose one list
that orders from 1=most seats to 4=least in amount of seats.
E. 1) System Administrator 2) ITIL User 3) Delegate Administrator 4) ESS user.
F. 1) ESS user 2) Delegate Administrator 3) ITIL User 4) System Administrator.
G. 1) System Administrator 2) Delegate Administrator 3) ITIL User 4) ESS user. D.
1) ESS user 2) ITIL User 3) Delegate Administrator 4) System Administrator.
ZZ. What is the organizing structure used in the knowledge Base to organize article?
E. Within the Knowledge Base, articles are organized by the incident that they are
attached to.
F. Within the Knowledge Base application, article module organizes articles by
author.
G. Within the Knowledge Base tonic, articles are organized into Categories.
H. Within the Knowledge Base topic, articles are organized alphabetically for every
week of the month.
AAA. Because a homepage is dynamically generated, which one of the following is a
way to influence performance?
E. Set Refresh to off or to longer time increment.
F. Rearrange the homepage to place all gauges at the top of the
page. C. Reduce the number of gauges in the homepages.
D. Rearrange the homepage to place all gauges at the bottom of the page.
BBB. What is the primary purpose of the Impersonate feature?
E. To check what role is given to a specific user.
F. To check password strength of another user.
G. To check if a UI Policy applies to a Business Rule. D.
To act as a different user for testing purposes.

CCC. Which one of the following includes a quick way an approval manager can
approve a Service Catalog request?
G. In the Request list, right-click the REQ Number and select Approve Request.
H. In the Catalog Tasks list, right-click the TASK Number and select Approve.
I. In the Catalog Tasks form, select Approve from the state field drop-down list.
J. On the Requested Item form, select Approve from the Request field drop-down
list.
DDD. Which one of the following statement describe the purpose of a Service
Catalog workflow?
C. The Service Catalog workflow is used to drive complex fulfillment processes and
sends notifications to defined users or groups.
D. The Service Catalog workflow generates three basics components: item variable
types, tasks, and approvals.
E. The Service Catalog workflow generates three basics components: item variable
types, tasks, and notifications.
F. Although a Service Catalog workflow cannot send notifications, the workflow
drives complex fulfillment processes.
EEE. Which one of the following is a list of what the Service Catalog contains?
E. Order Guides, Catalog Items and Interceptors.
F. Catalog Items, Asset Contracts, Task Surveys.
G. Order Guides, Exchange Rates, Calendars.
H. Record Producer, Order Guides, and Catalog Items.

FFF. Within a form which of these methods can be used to view the dictionary
settings for a field?
E. Double-click on the field label
F. Right click on the form header and select Personalize > Form layout
G. Right click on the reference icon and select Personalize > Dictionary
D. Right click on the field label and select Personalize > Dictionary

GGG. In an incident form, which one of the following is an example of UI policy?

F. Export field data from list
G. Add a module to an application
C. Make the priority field read-only
D. Export field data from a form

HHH. New records, new groups and modified configuration items what do they
have in common?
E. They are included in an update set
F. They are customizations
G. They do not have anything in common
D. They are not captured in an update set.

III. In an application navigator, how is the list of applications determined?

E. List of applications is determined by the Service level agreements
F. Every user has all the applications and uses filtering to End and access
applications
G. The list of applications seen according to the roles that have been assigned to user
H. The department manager assigns applications to each user in the department.

JJJ. Why the business service management map (BSM) map is displayed for a configuration
item, where is the configuration item located in the maps?
E. The configuration item is at the bottom of a flow chart structure, and all the
configuration item are shown above.
F. The configuration item is at the top of a flow chart structure, and all the
configuration items that feed data to the configuration item are shown
G. Configuration item is in the center of the map, with upstream configuration items
and downstream configuration items displayed.
H. The configuration item is at the top of a pyramid structure, showing all the
configuration item affected by it.
KKK. What process does the knowledge base manage?
E. Ordering and billing cycle initiated when items are purchased using the service
catalog.
F. Weekly and monthly operations reports done on archived and current data.
G. Document review cycle, which includes submission, feedback from subject matter
experts (SMEs), and publishing.
H. System asset reassignment accomplished as the real-time tracking of hardware
and software assets.

LLL. In service catalog, when a user orders several items (for example, a desktop
computer, keyboard and mouse), the types of numbers generated to track the order are
REQ, RITM and?
G. Procurement grown number.
H. BSM map number.
I. Fulfillment task number.
J. Catalog task number.
MMM. Which one of the following statements is true for system administrators who are
deleting tables?
E. Deleting a table does not delete other associated elements like views and gauges.
These elements must be deleted separately.
F. Only tables beginning with a “u” can be permanently deleted.
G. Deleting a out of box system table permanently deletes it from use by all instances
at all instances at a customer site.
H. An ESS user can delete any configuration item that is referenced by the problem
state, saving you time.
NNN. When adding a variable to a catalog item, what does the order field determine?
E. The order field sets the availability of the variables item by graying the item if it
is not available to be ordered.
F. The order field displays a fulfillment priority value by calculating and presenting
an expected delivery state.
G. The order field value is used to display the variable by price. The order is more
expensive to less expensive.
H. The order field establishes the display order of the variables. Variables are listed
by ascending order values.
OOO. What is an access defined and applied to?
A. Specific table user.
B. Specific role or user.
E. Specific group of users.
F. Specific user on a configuration item.
PPP. Which module contains SLAs, OLAs, and underpinning contracts?
E. Asset contract.
F. Service level management.
G. Content management.
H. Service catalog.
QQQ. Which one of the following statement is true when using the slushbucket (also
known as the list collector) to design a form or list?
F. The available column is a list of all of the fields that are currently displayed on the
existing form.
G. If the field name appears is a bold font alter being moved to the selected column,
the field is a reference field.
H. When a field is moved from the selected column to the available column, the field
is removed from the form.
I. To exactly position fields on the form, use the left and right buttons.
RRR. The company requests workflow is a workflow running against the request
item (sc_req_item) table. What are the ways the workflow can be attached to
specific requests?
C. Workflow can only be attached to specific request automatically based on
conditions.
D. Manually on the catalog item form, automatically based on conditions or
automatically if there are no other workflows attached.
E. Manually on the catalog item, only manually based on conditions or only
manually if there are no other workflows attached.
F. Workflows can only be attached to specify requests manually on the catalog item
form.
SSS. Which on statement correctly describes Access Control rule evaluation?
E. It a row level rule and a field level rule exits, both rules must be true before an
operation is allowed.
F. Rules are evaluated using roles. The role with the most permissions evaluates the
rules first.
G. Rules are evaluated from the general to the specific, so a table rule must be active
to continue.
H. If more than one rule applies to a row, the older rule is evaluated first.
TTT. Where is data
stored? A.
Tables.
E. Lists.
F. Workflows.
G. Forms.
UUU. Which one of the following statements describes the purpose of an update set?
E. By default, an update st includes customizations, Business Rules and homepages.
F. By default, the changes included in an update set are visible only in the instance
to which they are applied.
G. An update set is a group of customizations that is moved from development to
production.
H. An update set allows administrators to group a series changes into a named
set and then move this set as a unit to other systems.
VVV. When running Transform on an import set, how does the ServiceNow system
handles the data being imported?
E. Records are ignored when the data in the instance matches the data
being imported.
F. Records are overwritten when the data in the instance matches the data
being imported.
G. The Transform map acts as a staging area for records imported from a
data source.
H. The import set table allows you to define destinations or imported data on
ServiceNow tables.
WWW. Which one of the following is an accurate list of changes that are captured in an
update set?
A. Changes made to : tables, forms, Business Rules, and data records.
B. Changes made to : tables, forms, views, and fields.
E. Changes made to : tables, forms, schedules and client scripts
F. Changes made to : tables, forms, groups and configuration items(CI’s).
XXX. When does the submit button appear on a
form? A. When Changing a new record
C. When changing the reference field in an existing record
D. When saving an old record
E. When updating an Existing Record.
YYY. What is a workflow primarily used for?
E. To send email notifications.
F. To automate a sequence of activities.
G. To order catalog items.
H. To schedule reports.
ZZZ. When a user customize a homepage, the system makes a copy of the homepage and
________?
A. Renames me homepage with the name of user.
B. Adds a “My” prefix to the homepage name.
E. Does not change anything.
F. Maintains the homepage name.
AAAA. Which one of the following is an example of a one to many relationships?
E. User table[sys_user] referenced the Task table[table]Assigned to field
F. The task table[task] Assigned to field references the user table[sys_user].
G. Incident table[incicent] Opened field references the calendar table[sys_calendar].
H. The incident [incident] table references all tables with open tasks.
BBBB. When creating a new table named “abc”, what is the system table
name that is automatically assigned by the system?
A. abc B.
u_abc
E. snc_abc
F. new_abc.
CCCC. What is an update set used for?
E. To reconfigure system resources.
F. To apply changes that have been checked and verified in another instance.
G. To apply updates to hardware resources
H. To determine relationships between Import Set Tables and Existing ServiceNow
tables.
DDDD. Which is the quick way an approval manager can approve a service catalog
request? A. In the request list, right click the REQ Number and select Approve
Request.
E. In the catalog Tasks list, right click the Task Number and select Approve.
F. In the catalog Tasks form, select Approve from the State field drop-down list.
G. On the Requested item form , select Approve from the Request field drop-
down list.
EEEE. Which statement of the following is correct when referring to UI actions?
E. UI Actions on the task table are not available to its extended tables.
F. UI actions are only executed on the server.
G. UI Actions cannot use scripts or be scripted.
H. Conditions can be specified to determine when a UI Action appears.
FFFF. My company wants to have the incident number prefix as ‘IN’ instead of the
default “INC”. As an admin, What do I need to do?
C. Go to the number maintenance application and change the prefix to “IN” for
incident.
D. Create a business rule that modifies the prefix before the insert operation.
E. Submit a Change Request to ServiceNow Technical support
F. The prefix of an incident cannot be changed because it is a built-in feature.
GGGG. What are the different types of system import sets?
C. Load data, Create Tranform map, Run Transform.
D. Data Sources, Load data, Import Sources.
E. Load data, Mapping, Run transform.
F. Import Sources, Transforming Mappping, Import Destinations.
HHHH. When using Transform Mapping, how we can dynamically map fields?
E. By updating the fields using update sets, we can add/delete/modify the fields
using rules and server scripts.
F. We cannot map dynamically map source and destination fields by using Service
now scripting objects and functionality.
G. We can dynamically map source and destination fileds by using ServiceNow
scripting objects and functionality.
H. We cannot Schedule data imports for mapping the source and destination fields.
IIII. If we cannot find an item in the application navigator, What will be the issue?
E. Contact the ITIL user to activate it, if necessary.
F. You may have applied a filter or switched perspectives. The application that
contains the module may be collapsed.
G. The application may be collapsed in your company’s service now
implementation.
H. You have all access rights. The applications and modules available to you may
depend on your role.
JJJJ. What are the methods of searching?
E. Record Field Search
F. Text Search
G. Knowledge Article Search
D. Global Text Search.
KKKK. What application is available to all
users? A. Self Service
E. Service Catalog
F. Knowledge Base
G. Service Desk
LLLL. What is a form?
E. Forms are used to select differenet kinds of user input.
F. Lists display information from a data table. Users can search , sort ,filter, and edit
data in lists.
G. A form displays information from one record in a data table.
H. Validate data in HTML forms before sending off the content to a server.
MMMM. Which of the following are form feature field status indicators?
G. Red –Required filed that requires a value.
H. Green- modified filed content.
I. Light Red- Required field that has a saved value.
J. Orange- Read only data that is not
editable E. All.
NNNN. What are the list interface Elements?
C. Title bar, Breadcrumbs, Column headings, Response Time Indicator.
D. Title bar, Breadcrumbs ,Column headings ,fields, Response time Indicator.
E. Title bar, Breadcrumbs, Response Time Indicator, fields.
D. Title bar, Breadcrumbs , Column Headings , Fields.
OOOO. Which field type in a list is not sortable?
A. Data type
B. Time Fields
E. Date/Time
F. Severity.
PPPP. What features of ITIL are utilized by the service now platform?
C. Planning , Design , Configuration, Testing.
D. Strategy , Design, Transition, Configurations.
C. Strategy, Design, Transition , Operations.
D. Planning , Strategy, Design , Transition.
QQQQ. Incident, problem and change tables extend which table?
E. User [sys_user]
F. Process steps
[access_steps] C. Task [task]
D. Map [map]
RRRR. What is the industry term used to describe the computing platform and solution
stack that supports the delivery of web applications?
57. Open Database Connectivity[ODBC]
58. Single Sign On[SSO]
59. Platform as a service[PaaS]
60. Simple Object Access Protocol[SOAP]
SSSS. What is a retroactive start field within an SLA definition record used for?
111. Allows new SLAs to be associated with existing tickets.
112. Prevents users from creating tickets with a date in the past.
113. Allows the SLA to set its start time to a specific day/time field from an
earlier event
114. There is no retroactive start field.
TTTT. What setting allows users to view a knowledge base article even if they are not logged
in?
177. The Allow AI role
178. The View AI
setting C. The Public
setting
D. The ESS role
UUUU. How do you make a table field the display field for reference lookups against that
table?
207. Create a client script on the table with the syntax “setDisplay(‘fieldname’)”
208. Right click on the field label you want to make the display value and click
set as Display.
209. Personalize the dictionary entry for the field and check the display checkbox.
210. Change a business rule by adding a filter that reads “current.display=true”
VVVV. How is coalesce used in import sets?
A. Coalesce is a method to merge multiple Transfom maps before the load data
step in the import process.
B. Using coalesce, the import set application does match source values to currently
existing target values, a new record is inserted.
C. Using coalesce, import sets may update existing records in a destination
Production table.
D. If multiple fields are set to coalesce, then only the first coalesce value is used to
match an existing record.
WWWW. On a homepage, which one of the following page elements accesses
knowledge base Articles?
A. System information
B. News
C. My requests
D. Service catalog
XXXX. Which statement is true for a user who belongs to more than one group?
A. When user is a member of multiple groups, each group grants permissions
to the user.
B. When user is a member of multiple groups, the group with most permissions
has precedence over all other groups.
C. When designated as a delegate, a user must belong to the same department
as the user who is not available.
D. All of the above.
YYYY. Which of the following statements correctly describes the difference between
a client script and a business rule?
A. A client script runs before a record is loaded and a business rule runs after a
record is loaded.
B. A client script runs on the server and a business rule runs on the client.
C. A client script runs on the client when on load, on change of a field or on
submission of a record. A business rule runs on server before or after a record is
loaded, inserted, deleted or updated.
D. A client script runs on the client only on load of a record. A business rule runs on
the server only after a record is loaded, inserted, deleted or updated.
ZZZZ. Which of the following describes the purpose of an order guide?
A. Order guides restrict the number of items in an order to only one item per request.
B. Order guides provide a list of guidelines for administrators on how to set up item
variables.
C. Order guides provide me ability to order multiple related items as one request.
D. Order guides take the user directly to the checkout without prompting for
information.
AAAAA. Which one of the following phrases completes the statement: ”The
purpose of a transform map is to?”
A. Create a set of new tables before any data is imported during the load
data process.
B. It adds a dummy record to align fields in a table before an administrator runs
transform.
C. Determine the relationship between fields displaying in an import set table to the
fields in an existing servicenow tables.
D. Encrypt data within the instance for higher security.
BBBBB. What are the three major steps to create a service catalog request workflow
and make it visible to all others?
A. Define workflow properties, create workflow activities and publish the workflow.
B. Create workflow activities, create approval action activities and publish the
workflow.
C. Define workflow properties, create workflow activities and create deployment
stage tasks.
D. Define workflow properties, create mark item approved tasks and create
deployment stage tasks.
CCCCC. Where is the impersonate feature located?
A. It is located on the company expand collapse banner area.
B. It is located on the application navigator corner.
C. It’s a picture of a key and its in the banner frame next to welcome message.
D. It is shown in the UI policy application module.
DDDDD. What are the 3 ways to bring users into the Service Now system?
A. Through Single Sign-on and LDAP, using an import sets (importing users),
manually enter users, manually creating users.
B. Through Single Sign-on, Knowledge Base, manually created by admin.
C. Through Single Sign-on, LDAP, Homepage Admin, manually entering users.
D. Through Knowledge Base, Organization Management process module, manually
creating users.
EEEEE. What are the OOTB Service-now roles in ascending order?
A. System Administrator, ITIL (or process), ESS.
B. ITIL, ESS, Delegate Admin, Admin. C.
Admin, Delegate Admin, ITIL, ESS.
D. Admin, ESS, ITIL.
FFFFF.What is Access Control?
A. Access control is an selective restriction of access to a place or other resource
and authorization.
B. The access control model enables you to control the ability of a process to
access securable objects or to perform various system administration
tasks.
C. Access control is a security role defined ad set at the at Row-level and at the
 column level and is executed when attempting to access any Service-now table.
D. All.
GGGGG. Please provide an example of when you use Access Control Record in Service Now?
A. To make the updated field on the incident form editable for admin but read only
for ITIL users.
B. To make the updated field on the incident form editable for admin but read only
for ITIL & ESS users.
C. To change the security Mechanic settings.
D. To move the admin to selected column with high security settings.
HHHHH. What is contextual security in service now?
A. Protects a record based on its contents and table location, data is acted upon
based on the position of the information in the table hierarchy. Defines access
control rules to any level.
B. The contextual security manager provides incredible flexibility and power to
perfect information by controlling read/write authorization.
C. It doesn’t apply the security rules to any level in the object hierarchy.
D. In platform security Settings, High automatically activities the contextual
security plugin if it is already active.
IIIII. After the High Security Plugin is activated, a security_admin privilege is created. What is
an elevate privilege?
A. When a user account has privileges greater than its normal user privileges,
which are temporarily authorizes by system admin.
B. The elevated privileges application launcher is designed to assist a fairly
narrow spectrum of the application compatibility issues.
C. An elevated permission is a role that has special permissions for the during of
the log in session.
D. Elevated Privileges(EP) allow you to perform configuration changes or other
advanced functions on your computer that ordinary users are not authorized
to perform.
JJJJJ. What the CMDB application does from the following in Service now?
A. Helps locate failed changes.
B. Facilitate quick impact analysis.
C. Increase cost saving to
business. D. All
KKKKK. What are the two major record types in
the CMDB? A. Core configuration, CI
Relationship.
B. BSM Map, CI Configuration.
C. Configuration Item, Relation Type.
D. CI Relationship builder, Flat Layout.
LLLLL. What is Business service map (BSM)?
A. Business Service modeling solutions allows you to map application and
infrastructure performance and availability problems to real defined
business service and end-user impact.
B. A business service map graphically displaces the configuration items that
compose a business service and indicates the status of those configuration
items.
C. A business service management (BSM) map graphically displays the
service catalog (SC) which shows the status will be refreshed.
D. Business Service Management is an enabling technology at the intersection
of business and IT alignment. The days of IT organizants operations with only
an understanding of that IT.
1. What provides a guide for moving data from import sets?
Transform map

2. How do you change the sort sequence of fields or task?

Modify the order field

3. Tables and Fields can be viewed and manipulated where?

Form Tables and Columns

4. What is the sequencing of publishing a Knowledge Article?

Draft
Review
Publish

5. What are the 3 basic components of Workflow?

Approvals
Notification
s Task

6. How do you modify or create workflow?

Utilize the Graphical Workflow Editor

7. Where do you go in ServiceNow to change the banner and colours?

System Properties, then CSS Properties

8. To access the control list you have to have which access?

Security_Admin

9. Where do you go to delete tables?

Tables and Columns Choose "delete" and type the word "delete"

10. What is a row?

A record is a row
11. What is a column?
A field is a column

12. What do incident, problem and change have in common?

They save to the task table

13. If importing data, how do you keep from importing duplicates?

Utilize the Coalesce field to state which field is the unique key

14. What controls what data users can access?

ACL-Access Control List

15. Where do you go to add/modify a service catalog item?

Service Catalog>Maintain Item

16. What is stored in a table?

Data

17. How are users related to roles or groups?

One to many relationships

18. What are update sets?

Groups of customizations that can be moved from one instance to another

19. What is a CI?

A CI is tangible and intangible

20. What is BSM?

Business Service Management BSM map graphically displays the configuration

items, CI, that support a business service

21. What is a tool that will auto populate the CMDB about your windows
computer?
Help the Helpdesk

22. What is a record producer?

A specific type of catalog item that allows end users to create task based records
such as incident from the service catalog

23. Does ESS have a role?

ESS does not have a role

24. When you open a service catalog and click the Order button what gets
created?

REQ>RITM>TASK

25. What is a select box, single line text, reference, check box, multiple choice?
Variable

26. What is a variable set?

Unit of variables that can be shared between catalog items

27. What are the six workflow activities?

Approvals, conditions, notifications, task, timers, utilities

28. If a request is rejected what happens? Notification

is sent and sets the status to cancelled

29. Service catalog workflow can be attached in 3 ways:

1. Manually on the catalog item form
2. Automatically based on conditions
3. Automatically if no other workflows attached

30. SLAs include actions that can be triggered when during the lifecycle?
Anytime
31. What is the difference between SLA, OLA, and Underpinning Contracts? Type
Field

32. Which workflow is designed to be used over and over again?

Default SLA Workflow

33. Retroactive start when activated does what?

Sets start to equal when the ticket was created

34. What are the steps in a SLA?

Start stop pause

35. What two things are run on the client side and what two things are run on the
server side?

UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side

36. How is a field made to be read only? UI

Policy

37. What controls enable admins to set mandatory and read only states for fields and
can be used to enforce data consistence across applications?

Data policy

38. What is a business rule?

A piece of JavaScript configured to run when a record is displayed, inserted,

updated, deleted or when a table is queried. It can be set to run before or
after the database action has occurred.

39. How do you limit file attachments?

ACL-Access Control List

40. What is a security rule at the row and column level that is executed when
attempting to access a ServiceNow table?

ACL-Access Control List

41. What has conditions, scripts and roles and can limit security?
ACL-Access Control List

42. What is the duration of the elevated role?

Current Session

43. When is a notification sent out?

When an event has been fired

44. What three things can send a notification?

1. Script
2. Business Rule
3. Workflow

45. Can a user open an Incident by email, if so what is utilized?

Inbound Email Action

46. Where can you view information about system activity?

System logs

47. If the system is going to be upgraded, what will be exempt from the
upgrade?

Any record that has been altered from the base state by the customer

48. What module tracks all upgrades made to the system?

System Diagnostics>Upgrade History

49. What does SaaS stand for?

Software as a service
50. Where does the home icon take you and what does the icon look like?
Takes you to the Homepage and the icon looks like a little home
51. What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate

52. My manager is going to be out of town and needs to have the supervisor
approve while he/she is out of town, what would he/she utilize in ServiceNow?

Delegate-Delegation is the ability to designate other users to receive and

interact with approvals and task assigned to you

53. What is a Transform Map in ServiceNow?

A map to determine relationships between fields displaying an Import Set to

fields in an existing table

54. What application is available to all users?

Self-Service

55. Where do you change the Smart Filter Condition Builder?

Click arrow next to breadcrumb in list

56. How do you display the slush bucket? Click

List Mechanic gear above check boxes

57. What do you call a saved version of a personalized form? A

view

58. How do you apply a saved filter?

Click on the table name at the top of a list and select filter

59. What displays fields from one record and can be used to edit the record data? A
Form

60. What are the field status indicators?

Light red - required but has a saved value.

Green - Modified field content - need to
save. Red - Required and needs value.
 Orange - Read-only

61. What does a red-dashed line indicate?

Invalid data or mistyped word

62. What do you click to save changes on a new form and return to the previous
viewed page?

Submit

63. What do you click to save changes on an existing record and return to
previous form?

Update

64. What do you click on to save changes without leaving the form?
Right click form header and click save

65. What do you do to save a new record to the db instead of updating the
current item?

Insert or Insert and stay

66. What is a rule that applies to a form to dynamically change form information on
the form itself?

UI Policy

67. What enables admins to set mandatory and read-only state for field?
Data Policy (not used much)

68. What do you use to put buttons, links and context menu items on forms and lists?

UI Actions

69. What is a control that applies permissions, sends notifications and triggers other
processes when a record is displayed, inserted, updated or deleted or when a table is
queried?
A Business Rule

70. Client script apply only when?

When accessed through the form

71. Business Rules apply when?

Globally

72. When SHOULDN'T you use client scripts?

When you can use UI policies or Access Control Rules

73. Client scripts can be executed in four ways. What are they?
1. onCellEdit
2. onChange
3. onLoad
4. onSubmit

74. Can plug-ins be removed?

No, but they can be disabled

75. Name three interfaces for viewing and manipulating tables?

1. Record list view
2. Schema map
3. Tables and Columns module

76. What stores structure and relationship definitions?

Data Dictionary

77. What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary
2. sys_documentation
3. sys_db-object

78. How do you establish the sequence for displaying lists??

Order field - Best practice 3 digit numbers
79. What does CI stand for?
Configuration Item

80. What is a series of tables that contains all the assets and business services
controlled by a company?

CMDB

81. What do you call a tangible device or intangible dedicated software in the
CMDB?

A Configuration Item (CI)

82. What is the core CI table?

cmdb_ci

83. What is the CI relationship table?

Cmdb_rel_ci

84. List CI examples?

Computers/Devices on the network software, contracts and licenses, Business

services

85. What are the two base tables of SN?

Task and CI

86. What is a BSM map?

Business Service Map graphically displays the CIs that compose a biz service and
indicates status

87. What is an elevated privilege?

A role that has special permissions for the duration of the log in session
88. When is the security_admin privilege created?
After the High Security plugin is activated
89. Where are group or user roles created?

Group or user roles are created at User Administration

90. Where is the user record stored? In

the User [sys_user] table

91. What is a collection of permission to grant access and assign security? A

role

92. What does a role inherit?

All the permissions of any other roles it includes

93. What are three best practice rules for users/groups/roles?

1. Assign users to groups, map roles to groups.
2. Don't map roles to users.
3. Apply general roles to large groups and specific roles to smaller groups.

94. What are the 3 levels of Access?

1. System (username/pw)
2. Applications and Modules (Roles)
3. Tables and Fields (System Properties/Access Control)

95. Where are row and column security set?

Access Control in Tables and Fields

96. Where is Table security set?

System Property in Tables and Fields

97. What are the three ways Access Control Rules are defined?
1. Conditional Expressions
2. Scripts
3. Roles

98. What is the list of all Access Controls for a table?

ACL

99. What is an Access Control?

A security rule defined and set at the row and column level

100. What is the Access Control evaluation?

Specific to general if all conditions are true (Conditions, Scripts and Roles)

101. In a SLA Definition, which conditions will trigger an SLA?

Start condition, Stop condition and Pause conditions

102. Name 4 ways the Knowledge Base can be populated?

1. Manually
2. From the Service Catalog with a Record Producer
3. Automatically from events
4. From existing Incidents or Tasks

103. What is the Knowledge base hierarchy?

Topics, Categories, Articles

104. How do you protect KB articles?

Roles

105. How do you allow users to access KB without logging in?

Make it public and protect with role

106. What do you call an indication to the SN processes that something notable has
occurred?

Event

107. What two processes can cause events?

1. User actions
2. Scripts (Business Rules/Workflows)
108. What contains a record of every generated event?
Event queue

109. What do events trigger?

Notifications

110. What does a Notification contain?

A mix of static and dynamically determined content

111. Why would you clone an instance?

To copy prod over a sub-prod instance

112. What are the three release types?

1. Future
2. Patch
3. Hotfix

113. Are user customization records upgraded?

No

114. What are best practices response times?

Total Response Time - network browser and server 3 seconds, Server Response
time below 800 ms

115. What is a dashboard of frequently used content with reports? A

homepage

116. What do you call a mapped graphic image on a homepage that are packed
reports?

A gauge

117. What is used to measure and evaluate the effectiveness of IT service

management process?
Metrics

118. What is a measurement of the set amount of time for a task to reach a
certain condition?

SLA

119. What do you call it when SLA is not met?

Breached

120. What are the three major components that power SLA?
1. SLA Definition/Task SLA,
2. SLA Workflow,
3. SLA Automation (Business Rule and scheduled job)

121. What are the three types of SLA?

1. SLA
2. Operational Level Agreement (OLA) how departments work together
3. Underpinning Contract (UC) outside suppliers

122. What three conditions define an SLA?

Start, Stop, Pause

123. What is another name for Customer Updates?

Customizations

124. Multiple Choice, Single Line Text and Select Box are what type of elements in
ServiceNow?

Variable Types.

125. What is a robust ordering system for services, hardware and software and the
central repository of goods and services that an IT service desk provides for users?

Service Catalog

126. Name the five major components of Service Catalog?

 1. Record Producers
2. Items
3. Variables
4. Order Guides
5. Workflows

127. What are four items that orders from Service Catalog generate?
1. REQ
2. RITM
3. Catalog Task
4. Assignment Group

128. What are three Service Catalog best practices?

1. Define an order guide
2. Group items in order guide
3. Use questions to present item options

129. The Workflow Transition determines which activity is performed based on an

evaluation of which workflow element?

Workflow Condition

130. Which ServiceNow application automates simple or complex multi-system

tasks on remote servers that are normally done manually?

Orchestration

131. By default in ServiceNow, what customizations are added to Update Sets?

Changes made to a form

132. What do you use to import data from various data sources and map data into
SN tables?

Import Set

133. What determines the relationship between the Import Set Table and an
existing ServiceNow table?

Transform map

134. What are the three steps for using Import Sets and Transform Maps?
1. Load Data
2. Create Transform MAP
3. Run transform

135. What does coalescing do before a transform?

Makes a field the unique key

136. What table is used to track changes in an update set?

Customer Update [sys_update_xml] table

137. What four elements cannot be customized with update sets?

1. New Records
2. New users and groups
3. Modified data
4. Schedules

138. Can homepages be added to update sets?

No, they can only be changed manually.

139. Should you include few or many changes in one Update Set?
Many

140. Can two update sets be merged?

Yes

141. What is the four part sequence on the production instance to run an Update Set?
1. Retrieve
2. Preview
3. Commit
4. Apply

142. What is a form?

A form displays a single record from a table.

143. Where does one go to write the prod instance to the dev environment?
System Clone> Administration> Clone Targets

144. What is a list?

A structure that displays information from a table

145. What are the four list interface elements?

a) Title bar
b) Breadcrumbs
c) Column headings
d) fields

146. What is a field?

A field is a cell in a table. Each field holds an individual piece of data.

147. What field type in a list is not sortable?

Time fields

148. What is a Power edge toolbar?

It's the grey toolbar on the left side of the screen.

i. It allows you to show or hide the application navigator or banner frame
ii. Split the screens - Resize screen
iii. Create and manage bookmarks.

149. What four features of ITIL are utilized by the ServiceNow platform?
1. Strategy
2. Design
3. Transition
4. Operations

150. True or false - An application is a group of modules?

True - Applications are a grouping of modules or an organizational element in

service now.
151. True or false - The application navigator provides links to all applications and
modules they comprise.

True

152. True or false - Type filter text is a valuable way of searching applications in
ServiceNow

True - Applications are a grouping of modules or an organizational element in

service now.

153. In what way does the Switch perspective feature in application navigator
assist you in organizing applications in ServiceNow?

It allows you to view applications from the perspective of individual roles such as
ITIL, Asset Management, or Admin etc.

154. What is the main area in all ServiceNow web pages?

Content pane

155. What is a breadcrumb?

A horizontal display of filter conditions showing the hierarchy of the conditions

used to display the form or list results.

156. Where is the impersonation feature located?

It's a picture of a key in the banner frame next to welcome message

157. What are the 3 ways to bring users into the ServiceNow system?
a. Through Single Sign on and LDAP
b. Using an import set (importing users)
c. Manually enter users, manually creating users

158. What are four benefits of using groups?

a. Permissions and Access - Simplified ability to assign permissions
b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifications
d. Email notifications
159. What are four aspects of a role?
a. A role is an organizational element. Roles are granted access to
applications.
b. Roles are collections of permissions
c. A role is a record in the Role table;
d. A role is a persona that is assigned to a group or single user. An example is the
admin role.

160. What are the three OOTB ServiceNow roles?

a. System Administrator
b. ITIL (or process) roles fulfil ITIL activities
c. ESS - users and end users.

161. What is Access Control?

Access control is a security role defined and set at the row level (access to the
record) and at the column level (access to the field), and is executed when
attempting to access any ServiceNow table.

162. What are ACLS in ServiceNow? How defined? Control what? Specifies what?
a. ACLs are a list of all access controls for a table. b. Access controls are
defined by roles, conditional expressions and scripts.
b. ACL rules are used to control what data users can access and how they
can access it.
c. Each ACL rule specifies the object being secured and the permission
required to access the object
d. ACLS are defined by the security admin
e. ACLS are defined in System Security | Access Control

163. Provide an example of when you use Access Control Record in ServiceNow and
five steps to accomplish it.

You would create an access control rule to make the updated by field on the
incident form editable for admins but read only for ITIL users
i. Login as admin
ii. Right click on "updated by" field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.
164. Where is the high security plugin accessed in ServiceNow? What does it
create? How is it assigned? What does it inherit? How long does it last?
a. Accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any
role
d. Elevated privilege only exists during current session

165. Contextual security in ServiceNow protects what? How is data acted upon?
What two things happens before context security is activated?
a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table
hierarchy
c. Defines access control rules to any level After the High Security Plugin is
activated, a security_admin privilege is created.

166. What is an elevated privilege?

A role that has special permissions for the duration of the log in session.

167. The CMDB application in ServiceNow does what four things?

a. Helps locate failed changes
b. Facilitates quick impact analysis
c. Increase cost saving to the business
d. Contains assets and their relationships

168. What are the two major record types in the CMDB?
a. Core Configuration
b. CI relationship

169. What is a business service map (BSM)?

A map that graphically displays the configuration items that compose a business
service and indicates the status of those configuration items.

170. Multiple Choice, Single Line Text, and Select Box are what type of elements in
ServiceNow?

Variable type

171. Where are Metrics viewed?

In SN by going to Metrics | Definitions

172. What are two types of metrics?

a. Field value duration - measures a time interval from when a value in a field is
achieved until it is changed.
b. Script calculation- creates a metric instance using script.

The script does calculations and inserts data into the metric table
[metric_instance]

173. What does Custom Charting plugin allow you to do?

Allows you to create charts when you have a requirement that cannot be
satisfied with the Report application

174. What four things does a ServiceNow homepage provide?

a. A dashboard of frequently used content which usually includes reports
b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view

175. What is a gauge and who can create them?

a. It Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with rights

176. What is a Service Level agreement?

A record in the SLA [contract_sla] table which defines a set amount of time for a
task to reach a certain condition, the tables to access and what type of SLA is
being evaluated.

177. In SLA definition, what are the three conditions that will trigger an SLA? Start
Condition, Stop Condition and Pause condition

178. What are the 4 aspects of Service Level Agreement?

a. SLA Definition - The record defining the conditions to trigger the SLA
b. Task SLA - Individual instances of the SLA associated with particular tasks
c. SLA automation - The business rule and scheduled job that automates the
SLA
d. SLA Workflow - The workflow driving events or actions based on the SLA
179. What are the three types of SLAs in ServiceNow?
a. SLA agreement
b. Operational level agreement (OLA) - Defines how departments work
together to meet the service level required
c. Underpinning contract (UC) - Manages, monitors, and defines agreements
with outside suppliers. It's a tool for supplier management.

180. What are three functions of a ServiceNow knowledge base?

a. A repository used for the storage and publication of important
information that requires distribution within an organization
b. Something that stores shared configuration documentation, policy
documents, compliance documents
c. Security policy and procedure documents

181. What are five ways of populating the knowledge base?

a. Manually - by creating news articles
b. Automatically, from events or from an incident or task - You can develop a
business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record - The problem application plugin has a
workarounds feature

182. What is the two tier hierarchy of the knowledge base?

a. Topic is the highest level
b. Category is the second level
Example
1. Topic = Email
2. Categories = Calendar permissions, Outlook settings, Increase size of
mailbox.

183. What is the Service Catalog in ServiceNow?

It is the central repository of goods and services that an it service desk provides
for users
i. It’s an ordering system for goods and services
ii. Help and training portal

184. What is a Record producer and how does it relate to the Service Catalog?

It provides a user-friendly alternative to the regular form interface. It populate

record data using variables and scripts
 a.They ask users a series of questions to assist users in the request process
b. This assists them in providing correct and relevant information on
forms
c. They provide a single point of entry to create an incident or request.

185. What is an order guide and what does it do?

a. It is a guide that provides the ability to order multiple, related items as one
request
b. It prompts user information and uses the rule base to generate options -
Depending on what fields are chosen on the form, the system displays
relevant catalog items.

186. True or false - an order generates a request?

True, a request is generated to keep track of the specific order.

187. What are the 3 types of numbers from orders?

a. Request Number (REQ) - The request is generated and given a REQ
number
b. Request Item (RITM) - Each item in the order is assigned a Requested
Item number
c. Catalog Task number - For each requested item, a set of catalog tasks are
created. Each task is assigned a catalog task number
d. When a user orders an item from the catalog, a request is generated.

188. What four things Service Catalog Variables provide?

a. Options to tailor a catalog item to the customers' needs
b. Definitions of available item options using questions choices
c. Variables to define questions for users
d. Question selections that define the available option

189. True or False - The order field establishes the sequence for displaying the
variables?

True, variables with a lower three digit integer, appears first in the list

190. True or False - A variable Set is a modular unit of variables that can be
shared between catalog items?

True - you can define the variable set once and then use it in multiple places

191. What role allows users to define catalog items?

Catalog_admin role

192. What are four facets of an update set?

a. A group of customizations that can be moved from one instance to
another.
b. Allows administrators to group a series of changes into a named set and
then move this set as a unit to the other instance.
c. Update sets are "point in time" xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update
table sys_update_xml

193. True or false, an update set is a "point in time" XML snapshot of the record?

True - An update set works by writing changes from tracked tables to the
customer updates table [sys_update_xml)

194. Which six elements allow customizations?

a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view

195. What four components are not in a customization?

a. New records (data)
b. New users and groups
c. Modified CIs
d. Schedules

196. By default in ServiceNow, which of the following customizations are added to

Update Sets?
a. Changes made to data
b. Changes made to a form
c. Changes made to a schedule
d. Changes made to a homepage

197. True or false - it is best practice to never make changes to an update set in the
Default update set?

True - The baseline and Default update sets are self-maintaining and it is not
recommended to change or delete or move them between systems.
198. What are five best practices when working with update sets?
a. Have a plan to manage changes, identify a common migration path
b. Communicate efficiently by knowing what’s being developed and make sure
administrators are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets

199. True or false - Do not delete update sets? What are three reason for this?

True - Deleting update sets is not recommended for three reasons

i. It does not undo the updates
ii. It removes any record of who applied customizations to any instance
iii. Next upgrade, customizations will be over written

200. What is an import set and what are two aspects of an import set?

It is a tool used to import data from various data sources and then map that data
into ServiceNow tables.
a) This is an admin function
b) Data that already matches or exists is skipped.

201. What is the purpose of the import set table? It

acts as a staging area for records imported

202. What are three file types and three network sources for imports? File
types
1. CSV
2. EXCEL
3. XML
Network
1. HTTP
2. FTP
3. JDBC

203. What is the task table and what does it provide?

It is one of the core tables provided with the base system.

It provides a series of standard fields used on each of the tables that extend it,
such as the Incident [incident] and Problem [problem] tables.
In addition, any table which extends task can take advantage of task-specific
functionality for driving tasks.

205. What is UI policy? Provide four examples of UI Policy.

Client side business rules (like active links in Remedy).
a. Make a Close Notes field mandatory
b. Hide the Opened by field
c. Make the Priority, Severity, and Urgency fields read-only
d. Run a client script that displays an alert message

206. What is a client script?

Client script is one that is created in the clients scripts form and shipped to the client
(the browser), and they run there instead of on the server.

CSA DUMPS 2020

1) Global Search option can be found in which part of UI?

Answer: Banner

2) Table Access control lists are evaluated in what order?

Answer: Table name, Parent table name, any table name(wildcard)

3) ACL evaluates on

Answer: Roles
Conditional expressions
Scripts

4) Service catalog displays?

Answer: catalog items,

order guides and

record producer

5) Where to check instance release in servicenow?

Answer: Stats.do module

6) What is the use of an Order Guide?

Answer: It is a service catalog item to order multiple items in single Request

7) How ACL is evaluated?

Answer: Both table level and field level rules must be evaluated to true. Both
rules must be met before an operation is allowed.

8) What is the use of an Update Set?

Answer: To moving customization from one instance to other instance

9) What is the need of user impersonation?

Answer: For testing and visibility purpose.

10) Filter conditions contain?

Answer: Field, operator, value

11) How to make list filter visible to everyone?

Answer: make it active, set visibility and save (ans need to be checked)

12) What is the system name for user table?

Answer: sys_user

13) How is table formulated?

Answer: Column represents a field and row represents record

14) What is the steps followed for catalog process fulfilment?

Answer: REQ>RITM>TASK

15) What is generated when an order is made in service catalog?

Answer: A Request

16) Where does form designer open in servicenow?

Answer: In a separate tab

17) Which is responsible for dependencies in cmdb?

Answer: CI Relationship editor

18) Select options which are related to cmdb?

Answer: database
Servers
Dependency views
Tables and fields

19) Which of the following gets captured in an update set?

Answer: Tables, Forms, Fields, Views

20) What is a role?

Answer: A Role is a record in sys_user_role table

21) Which is group of permissions used to protect applications and modules?

Answer: Roles

22) Which is correct statement regarding Service catalog flow ?

Answer: service catalog flow is used for automating fullfillment
process

23) What is sys_id?

Answer: a unique 32 bit identifier given for every record

24) Which tool is used to populate fields that are frequently used in servicenow?

Answer: Template

25) Which of the following does not appear when “service” is typed in
application navigator?

Answer: Incidents>open

26) Which of the following appears while searching in application navigator?

Answer: All applications and modules

All modules
All applications
Title of gauges present in homepages

27) Which does not appear in history tab in application navigator?

Answer: Lists

28) What all can be performed using user menu present in banner frame?

Answer: Elevate Roles

Impersonation
Logout

29) What is the best way of assigning roles ?

Answer: Assign users to groups

Assign roles to groups

30) What does notification denote?

Answer: Notification is sent when a particular event has occurred

31) Which one of the following is not a type of VTB?

Answer: Guided
Feature
Flexible
Freeform
32) What is related lists used for?

Answer: To present related records

33) What is a metric?

Answer: Metrics is used to measure and evaluate IT service management

process

34) What is a table that maybe extended by other tables but does not itself
extended?

Answer: Base tables

35) What is a business rule?

Answer: A piece of Javascript code, Business rule runs after or before database
occurred, Business rule runs on server side.

36) What are the various client scripts available in servicenow?

Answer: Oncelledit()
Onload()
Onsubmit()
Onchange()

37) Integrations are used for integrating with third party entities.what are these
integrations called?

Answer: Spoke

38) What is the process of retrieving update sets in servicenow?

Answer: retrieve, preview, commit

39) What is the advice regarding update sets from servicenow?

Answer: Do not use default update sets to move customisations from one
instance to another.

40) When a knowledge article can be viewed?

Answer: once it is published

41) How are knowledge articles searched?

Answer: Based on Relevancy

Most recently updated
Number of views

42) What is a conversational bot that provides assistance by answering q&a

make decisions and complete tasks?

Answer: Virtual agent

43) What is a record producer?

Answer: A service catalog tool used to create task based records

44) Multiple choice, single line, checkbox are?

Answer: Variables

45) What is event log and event registery?

Answer: Event log generates all events event registery contains all event
definitions.

46) Where can one create catalog items in service catalog?

Answer: Maintain items

47) what is a group?

Answer: A group is a record in sys_user_group table, Collection of user.

48) What are the ways a notification can be triggered?

Answer: Business rules
Workflow

49) What is configuration and personalisation?

Answer: Configuration can be viewed by all users, personalisation can be
viewed by only one user.

50) What is used to categorize flags and locate records?

Answer: Tags

51) Using which modules can reports be created?

Answer: Report, View/Run module

List context Menu

52) When a custom table is created with name abc what is the name given by the
system?

Answer: u_abc

53) What are the steps in loading import sets?

Answer: Load data, create Transform Map, Transform

54) What is difference between data policy and UI policy?

Answer: Data policy runs on all data no matter how it entered the servicenow,
UI policy deals only with form interactions .