Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 10

In ServiceNow, access to applications is controlled byroles. Most applications, such asIncident, Change, and Facilities, require specific roles to access them. However, theSelf-Serviceapplication is available to all users, including those with the base"ess" (Employee Self-Service)role, which is assigned to every user by default.

Why "D. Self-Service" is the correct answer?TheSelf-Serviceapplication is designed for general users (end users, employees, customers) who do not have elevated permissions. It provides access to:

TheService Catalog(to request IT services, software, and hardware).

TheKnowledge Base(to search for articles and solutions).

Viewing and tracking submitted requests and incidents.

Submitting new incidents or requests.

Since it is meant forall users, it does not require any additional roles beyond the default ones given to employees or customers.

A. Change– Incorrect. TheChange Managementapplication is typically restricted toITIL users(users with theitilrole) and change managers. End users do not have access to this module.

B. Incident– Incorrect. While end users can create and view their own incidents viaSelf-Service, theIncident Managementmodule itself is restricted to IT support staff (users with theitilrole or higher).

C. Facilities– Incorrect. TheFacilitiesapplication, which includes asset tracking and work orders, is typically restricted to users managing physical assets or facility-related tasks. It is not available to all users by default.

ServiceNow Product Documentation - Self-Service Application Overview

ServiceNow CSA Study Guide - User Roles and Permissions

ServiceNow Docs: Access Control and Application Scope

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

LDAP (Lightweight Directory Access Protocol) Integrationin ServiceNow enables organizations to connect theircorporate directory services (such as Microsoft Active Directory)with their ServiceNow instance. This integration helps manageuser authentication and data synchronizationefficiently.

There aretwo key aspectsof LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used foruser authentication, allowing users to log in to ServiceNow using theircorporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to theLDAP serverto verify the user's identity.

This helps in maintainingcentralized identity managementacross the organization.

Data Population

LDAP can be used toimport user and group informationinto ServiceNow.

This process is known asdata synchronization, where attributes such asusernames, email addresses, department details, roles, and group membershipsare pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow isalways up-to-datewith the organization's directory.

B. Data Formatting–

While ServiceNow does process data from LDAP, "Data Formatting" isnotan aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C. Authorization–

Authorizationdetermines what a user can doafter authentication, such as assigning roles and permissions.

While ServiceNow can use LDAPgroupsto assign roles, the integration itselffocuses on Authentication and Data Populationrather than defining permissions within ServiceNow.

ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow areAuthentication and Data Population.

InServiceNow Knowledge Management, knowledge articles must be in a specificstatebefore they can be visible to end users. The correct state that allows users to view the article isPublished.

Understanding Knowledge Article StatesKnowledge articles in ServiceNow go through alifecyclethat includes the following states:

Draft– The article is being created or edited and isnot visibleto end users.

Review– The article is under internal review by approvers before publication. It remainshiddenfrom users.

Published– The article isapproved and publicly availableto users who have access to the Knowledge Base.

Retired– The article is no longer relevant or has been replaced. It isnot visibleto end users.

OnlyPublishedarticles appear in the Knowledge Base and can be accessed by users.

Articles inDraft, Review, or Retiredstates arenot visibleto the general audience.

B. Drafted– Articles inDraftare still being written or edited andcannot be accessed by users.

C. Retired– Retired articles are considered obsolete and areno longer displayedin the Knowledge Base.

D. Reviewed– Articles inRevieware under approval butare not yet visibleto users.

ServiceNow Docs: Knowledge Article Stateshttps://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-states.html

ServiceNow CSA Official Training Guide (Knowledge Management Lifecycle & Publishing Workflow)

Why is "Published" the Correct Answer?Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that aknowledge article must be in the "Published" stateto be visible to users in the Knowledge Base.

In theServiceNow Service Catalog, aREQ numberrepresents aRequest (REQ) record, which functions as anorder numberfor a service request. When a user submits a request through the Service Catalog, the system generates aRequest (REQ) record, which tracks the overall order.

REQ (Request Record) – The Order Number

This is theparent recordthat represents the entire order/request submitted by the user.

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

Example:REQ0010023

RITM (Requested Item) – The Individual Catalog Item

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

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

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

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

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

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

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

Breakdown of the Service Catalog Request Structure:

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

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

C. The task to complete (Incorrect)

Atask to completeis represented by aCatalog Task (TASK), not theREQ number.

Tasks are specific actions assigned to fulfill an item request.

D. The individual item in the order (Incorrect)

Anindividual itemin a Service Catalog request is represented by aRequested Item (RITM), not theREQ number.

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

REQ0012345→ Tracks the overall request (Order Number)

RITM0016789→ Laptop Request

TASK0018901→ IT configures the laptop

RITM0016790→ Software License Request

TASK0018902→ IT assigns the software license

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

Thefour correct concepts associated with the CMDBare:

The CMDB is structured usingtablesandfieldswithin the ServiceNow database.

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

Example CMDB Tables:

cmdb_ci(Base CMDB Table)

cmdb_ci_server(Stores server-specific CIs)

cmdb_ci_database(Stores database-related CIs)

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

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

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

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

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

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

Example:

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

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

Incident Management(linking incidents to affected CIs)

Change Management(analyzing the impact of changes on CIs)

Problem Management(identifying root causes of recurring issues)

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

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

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

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

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

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

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

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

Example Use Case:

InServiceNow,Dot-Walkingis a technique used to retrieve information fromreferenced fields across different tables. It allows users to access data stored inrelated records without writing complex scripts.

When a field references another table,dot notation (.)is used totraversethe relationship and retrieve additional information from the referenced table.

It works informs, lists, reports, workflows, business rules, and scripts.

How Dot-Walking Works:Example 1: Retrieving User Information from an Incident RecordLet's say we have anIncidenttable where thecaller_idfield references theUser (sys_user) table.

If we need to retrieve the caller’semail address, we use:

caller_id.email

Here’s how it works:

caller_id→ References thesys_usertable

email→ Retrieves theemail field from the sys_user record

Example 2: Retrieving Department Name of an Incident CallerTo get thedepartmentof the caller, we use:

caller_id.department.name

caller_id→ References theUser table

department→ References theDepartment table

name→ Retrieves thedepartment name

(A) Table-Walking – Incorrect

There isno such termas "Table-Walking" in ServiceNow.

The correct term for referencing related fields isDot-Walking.

(B) Sys_ID Pulling – Incorrect

Thesys_idis a unique identifier for each record in ServiceNow, butpulling sys_ids alone does not retrieve referenced field data.

Dot-Walking allows access to fields in related tables, not just the sys_id.

(C) Dot-Walking – Correct

Dot-Walking is the correct techniqueused in ServiceNow to access referenced fields across tables.

It is used in scripting, reporting, workflows, Business Rules, and UI Policies.

(D) Record-Hopping – Incorrect

There isno such featureas "Record-Hopping" in ServiceNow.

The correct method for referencing data in related tables isDot-Walking.

Explanation of Each Option:

Dot-Walking reduces the need for complex queriesand makes scripting easier.

Use it in filters, reports, and workflowsto dynamically retrieve related data.

Limit excessive Dot-Walking in large tablesto avoid performance issues.

Alternative for scripts: If Dot-Walking does not work in advanced scripts, use GlideRecord queries to retrieve referenced records manually.

Additional Notes & Best Practices:

ServiceNow Docs: Understanding Dot-Walking

https://docs.servicenow.com

ServiceNow Community: Best Practices for Dot-Walking

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

InServiceNow,Client Scriptsare used to execute JavaScript codeon the client-side (browser)to control form behavior, validate data, or enhance user interaction.

Types of Client Scripts in ServiceNow:There arefourtypes of Client Scripts supported in ServiceNow:

onLoad (Option D)

Runswhen a form loads.

Used to pre-fill fields, hide/show elements, or set default values.

Example: Automatically setting the "Priority" field toHighwhen a new incident is created.

onChange (Option F)

Runswhen a specific field value changes.

Used for dynamic form behavior, such as making fields mandatory based on another field's value.

Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field.

onSubmit (Option A)

Runswhen the form is submitted.

Used for final validation before allowing submission.

Example: Preventing submission if a mandatory field is left empty.

onCellEdit (Option C)

Runswhen a cell value is edited inline in a list view.

Used to trigger immediate validation or updates without opening the full form.

Example: Displaying an alert when a user directly changes an incident's priority from a list view.

Why Are the Other Options Incorrect?B. onUpdate

No "onUpdate" client script type exists in ServiceNow.

"onUpdate" is relevant inBusiness Rules, not Client Scripts.

E. onEdit

No "onEdit" client script type exists.

Similar functionality can be achieved with "onChange" or "onCellEdit" scripts.

G. onSave

No "onSave" client script type exists.

"onSubmit" handles validation before saving a record.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Client Scripts

????ServiceNow Client Scripts Documentation

"Client Scripts can beonLoad, onChange, onSubmit, or onCellEditdepending on when they execute."

Conclusion:The correct answers are:

A. onSubmit(Runs when submitting a form)

C. onCellEdit(Runs when editing a list cell)

D. onLoad(Runs when a form loads)

F. onChange(Runs when a field value changes)

ServiceNow uses a hierarchical structure to manageService Catalog requests:

REQ (Request Record)

TheRequest (REQ#)is theparent recordthat represents the entire service request submitted by a user.

It groups all requested items and their associated tasks.

Found in thesc_requesttable.

RITM (Requested Item Record)

TheRequested Item (RITM#)is the specificcatalog itemordered by the user within a request.

A singleREQcan have multipleRITMsif the user ordered multiple items in a single request.

Found in thesc_req_itemtable.

TASK (Catalog Task Record)

TheTask (TASK#)is the individual fulfillment action required to complete the requested item.

A singleRITMcan have multipletasks, each assigned to different fulfillment teams.

Found in thesc_tasktable.

Why Answer "C" is Correct:✔️REQ (Number) > RITM (Number) > TASK (Number)

This is thecorrect pathbecause it follows theServiceNow fulfillment structure:

REQ (Request)– Tracks the entire request.

RITM (Requested Item)– Tracks individual items within the request.

TASK (Catalog Task)– Tracks the specific tasks needed to complete the requested item.

This path allows an administrator to drill down from the overallRequest (REQ#)to individualRequested Items (RITM#)and finally to theTasks (TASK#)assigned to fulfill those items.

Why the Other Answers Are Incorrect:A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)

Incorrectbecause theREQ# (Request) comes firstbefore the RITM# (Requested Item).

Also,PROCUREMENT#is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).

B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)

Incorrectbecausenot all requests involve procurement.

The last step should beTASK (sc_task), notPROCUREMENTunless it's a procurement-related request.

D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)

Incorrectbecause"FULFILLMENT" is not a standard record typein ServiceNow.

The correct hierarchy starts withREQ# (sc_request), not "FULFILLMENT."

ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment

ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)

ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)

References from the Certified System Administrator (CSA) Documentation:

In ServiceNow,User Criteriadefine conditions that determinewhich userscancreate, read, write, and retireknowledge articles in aKnowledge Base (KB). User Criteria help enforceaccess controland ensure that only authorized users can interact with specific knowledge bases.

Control who canread, contribute, edit, or retireknowledge articles.

Based onroles, groups, departments, locations, or custom conditions.

Applied at theKnowledge Base level, affecting all articles within that KB.

Can be combined using"Must match all"or"Match any"logic.

Example 1: Restricting Read Access

A knowledge base for IT Support should be accessibleonly to IT employees.

User Criteria:Department = IT, OR Role = itil

Only IT employees or ITIL users can read articles in this KB.

Example 2: Controlling Who Can Contribute

OnlyHR staffshould be allowed to create or update HR-related knowledge articles.

User Criteria:Group = HR Team, OR Role = knowledge_manager

Only HR Team members and Knowledge Managers can contribute.

User Criteriais the official term in ServiceNow for defining access control conditions for knowledge articles.

It allows precise control over who canread, create, write, or retirearticles.

It is a feature within theKnowledge Management application.

A. User Conditions – Incorrect

No such concept exists in ServiceNow. User Criteria, not "User Conditions," determine knowledge article access.

B. User Info – Incorrect

"User Info" refers to details stored in thesys_usertable (e.g., name, email) but does not define knowledge permissions.

D. User Permissions – Incorrect

While permissions exist in ServiceNow (via roles and ACLs),User Criteriaspecifically manageKnowledge Baseaccess.

ServiceNow Docs: User Criteria for Knowledge Management

ServiceNow CSA Study Guide – Knowledge Management Permissions

ServiceNow Product Documentation: Configuring Knowledge Base Access

Key Features of User Criteria:Examples of User Criteria:Why "C. User Criteria" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

InServiceNow,System Import Setsis the primary application used toimport and transform datafrom external sources into the platform. It provides a structured way toload data into tableswhile allowingdata transformation and mappingbefore final insertion.

Data Loading from External Sources:

Supports imports fromCSV, Excel, XML, JSON, and JDBC databases.

Allows data fromexternal systemsto be brought into ServiceNow.

Staging Area for Data Processing:

Imported data first enters atemporary staging table(Import Set Table).

Data can then betransformedbefore being committed to the target table.

Data Mapping and Transformation:

UsesTransform Mapsto map fields from theImport Set Tableto theTarget Table.

Supportsautomatic field mappingandscripted transformations.

Data Cleansing and Validation:

Duplicate records can bedetected and removed.

Invalid or missing data can becorrected before insertion.

Navigate to System Import Sets(All → System Import Sets → Load Data).

Upload the data file(CSV, XML, JSON, etc.).

Create a Transform Mapto define how data is mapped to the target table.

Run the transformationto move data from the Import Set Table to the final table.

Verify the datain the target table.

A company importsemployee recordsfrom an externalHR system (CSV file).

TheSystem Import Setsmodule loads this data into astaging table.

ATransform Mapmoves the data into theUser [sys_user]table.

Key Features of System Import Sets:Steps to Load Data Using Import Sets:Example Use Case:

Why Option C (System Import Sets) is Correct?System Import Sets is the primary tool for loading data into ServiceNow from external sources.

Why Other Options Are Incorrect?A. Service Level Management→ Incorrect

Service Level Management (SLM)is used to trackService Level Agreements (SLAs), not to import data.

B. Configuration→ Incorrect

Configuration Management (CMDB)helps trackconfiguration items (CIs)but does not handle data imports.

D. System Update Sets→ Incorrect

Update Setsare used tomove configurations and customizationsbetween instances,not to import data.

ServiceNow Docs – Importing Data with System Import Setshttps://docs.servicenow.com

ServiceNow Learning – Data Import & Transformation Best Practices

ServiceNow Developer Portal – Using Import Sets Efficiently

References from Certified System Administrator (CSA) Documentation: