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

ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.

Thehighest level of accessin ServiceNow.

Can manage all platform features, applications, data, and configurations.

Has control overusers, security settings, system properties, and scripting capabilities.

Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.

Manages specific applications or functionalities within ServiceNow.

Includes roles such as:

knowledge_admin(Manages Knowledge Base)

report_admin(Manages Reports)

catalog_admin(Manages Service Catalog)

Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.

Users with theITIL rolewho perform IT Service Management (ITSM) tasks.

Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.

Example: A service desk agent handling incidents and requests.

Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.

Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.

Example: A manager approving a new software installation request.

Basic userswith no assigned roles.

Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).

Example: An employee submitting a request for laptop repair via the ServiceNow portal.

1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)

These roles form thefoundation of role-based access control (RBAC)in ServiceNow.

They ensure that usersonly access the data and functions relevant to their job responsibilities.

Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.

Why These Are the Provided Roles in ServiceNow:

ServiceNow Documentation:User Roles in ServiceNow

CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.

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

A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester

In ServiceNow, every table has a uniqueplatform name(also known as thedatabase nameorsys_id). The table that stores user records in ServiceNow is called"sys_user".

Table Name:sys_user

Purpose:Stores user records, including their roles, group memberships, and personal details.

Location in ServiceNow:You can access this table by navigating to:All → Users and Groups → Users

Key Fields in sys_user Table:

User ID (user_name)– Unique identifier for the user.

Name (name)– Full name of the user.

Email (email)– Email address of the user.

Roles (roles)– Defines user permissions in the system.

Active (active)– Indicates if the user is active in the system.

A. u_users– Incorrect. The prefixu_is typically used forcustom tablescreated by administrators. This is not a default system table.

B. sys_users– Incorrect. The correct name issys_user(singular), notsys_users. ServiceNow follows a singular naming convention for system tables.

C. x_users– Incorrect. The prefixx_is reserved forScoped Applicationscreated within an instance. The User table is a core system table, not a scoped one.

ServiceNow Product Documentation → User Administration → sys_user Table

ServiceNow Tables Reference → sys_user

ServiceNow CSA Study Guide → User and Data Administration

Understanding the sys_user Table:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

In ServiceNow’sService Catalog, the display sequence of variables within aCatalog Itemis controlled by theOrder field in the Variable form. TheOrder fielddetermines the position in which the variables appear when a user fills out a catalog item. Lower values appear first, and higher values appear later.

(A) The Default Value field in the Catalog Item form – Incorrect

TheDefault Valuefield sets an initial value for a variable but doesnotcontrol the display sequence. It is used to pre-fill a value when the form loads.

(B) The Sequence field in the Catalog Item form – Incorrect

There isno such fieldcalled "Sequence" in the Catalog Item form. The field that determines the sequence of variables is theOrderfield in the Variable form.

(C) The Order field in the Variable form – Correct

Each variable in a catalog item has anOrder field.

Variables with a lower order number are displayedbeforethose with a higher order number.

If multiple variables have the same order value, ServiceNow orders them based oninternal system processing order.

(D) The Choice field in the Variable form – Incorrect

TheChoice fieldapplies only toMultiple Choice, Select Box, and Radio Buttonvariables, determining the selectable options for users. It doesnotcontrol the display sequence of variables in a catalog item form.

Explanation of Each Option:

It is a best practice to useincremental numbering (e.g., 100, 200, 300, etc.)for order values instead of consecutive numbers (e.g., 1, 2, 3). This makes it easier to insert new variables later without having to renumber existing ones.

The order values are respectedunless a layout configuration (e.g., multi-column form layout)changes the positioning.

ServiceNow Docs: Creating and Configuring Service Catalog Variables

https://docs.servicenow.com

ServiceNow Community Best Practices for Service Catalog Variables

https://community.servicenow.com

Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:

InServiceNow,Eventsplay a crucial role in theevent-driven architecture, allowing the system to respond dynamically to actions such as record updates, system notifications, and integrations.

There aretwo key componentsinvolved in event handling:

Event Registry

A table thatstores event definitions(i.e., predefined event names).

Defines which events can be triggered in the system.

Events in the registry arenot actual occurrences, but ratherpossible eventsthat can be triggered.

Located in thesys_event_registrytable.

Event Log

A log ofactual generated eventsthat have occurred in the system.

Whenever an event is triggered (e.g., record update, scheduled job, or integration), it gets recorded in theEvent Log.

Helps administrators track and troubleshoot event execution.

Stored in thesys_eventtable.

Why is Option A Correct?"Event Log contains generated Events, the Event Registry is a table of Event definitions."

Event Registry = Defines possible events that can be triggered.

Event Log = Records actual events that have been triggered.

Why Are the Other Options Incorrect?B. "Event Log is formatted in the Log style, the Event Registry displays different fields."

Misleading: While the log and registry have different layouts, the key difference isevent occurrences vs. event definitions, not just formatting.

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)."

Incorrect:The Event Log tracks all triggered events, not just integrations.

TheEvent Registry does not track daily events, it just defines them.

D. "Event Log is the same as the Event Registry."

Completely incorrect:The Event Logrecords actual event occurrences, while the Event Registrydefines possible eventsin the system.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Events and Event Processing

????ServiceNow Event Management Documentation

"TheEvent Registry (sys_event_registry)contains event definitions that specify when an event can be generated. TheEvent Log (sys_event)records events that have actually occurred."

Conclusion:The correct answer isA. Event Log contains generated Events, the Event Registry is a table of Event definitions.

????Understanding the difference between the Event Log and Event Registry is crucial for troubleshooting, automation, and event-driven processing in ServiceNow.

Abusiness rulein ServiceNow is a server-side script written inJavaScriptthat executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.

Business rules arenot tied to formsbut instead runon the server-sidewhen a database operation occurs. They can be configured to execute:

Beforea record is saved (Before Business Rule)

Aftera record is saved (After Business Rule)

Asynchronously(Async Business Rule)

Before a query is run on the database(Query Business Rule)

Explanation of the Correct Answer:B. A business rule can be a piece of JavaScript(Correct)

Business rules are written inJavaScript, allowing administrators to define custom logic that executes on the server.

These scripts can modify data, enforce rules, validate fields, or trigger other workflows.

Example JavaScript snippet for a business rule:

if(current.state=='3'&& current.priority!='1') {

current.priority='1';

gs.addInfoMessage("Priority set to High because state is Resolved.");

}

This rule ensures that if an incident's state is changed toResolved, its priority is automatically set to High.

Why the Other Options Are Incorrect:A. A business rule must run before a database action occurs (Incorrect)

Business rulescan run before a database action occurs, but they can also executeafterorasynchronously.

Business rules have four execution types:

Before– Runs before the record is inserted/updated in the database.

After– Runs after the record is committed to the database.

Async– Runs in the background after the transaction completes.

Query– Runs before data is returned to a user (modifies query results).

C. A business rule must not run before a database action occurs (Incorrect)

This is false because some business rulesdo run beforea database action (e.g., aBefore Business Rulecan validate data before saving).

D. A business rule monitors fields on a form (Incorrect)

Business rulesdo not monitor form fields directly. Instead, they execute based on database operations.

If real-time monitoring of form fields is needed,Client Scripts(not Business Rules) are used for this purpose.

Automaticallyassigning prioritybased on ticket severity.

Preventing updates to certain records if a condition is not met.

Sending email notifications when a record changes.

Modifying data before it is saved to enforce business policies.

Example Use Cases for Business Rules:

InServiceNow, tables are structured in a hierarchical format wheresome tables can extend others, inheriting fields and properties. However, there are specific tables thatdo not extend any other table but can be extended—these are known asBase Tables.

Base Tables:

ABase Tableis a table thatdoes not extend another tablebutcan be extended by other tables.

It serves as afoundationfor creating new tables.

Example:

Task Table (task)– TheIncident, Problem, and Change tablesextend from the Task table.

Configuration Item Table (cmdb_ci)– Used as a base for various CI types.

Core Tables:

Core Tablesare thestandard tablesprovided by ServiceNow.

Theycan be base tables or extended tablesdepending on their role.

Example:

Task (task)andUser (sys_user)are core tables, but onlysome core tables are base tables.

Extended Tables:

Extended Tablesare tables thatinherit fields and functionalityfrom aparent table.

Example:

Incident (incident)extends fromTask (task).

Custom Tables:

Custom Tablesare tables thatdevelopers create for specific business needs.

They may or may not extend another table depending on their design.

Understanding Table Types in ServiceNow

Why Answer "A" is Correct:✔️"Base Tables" are tables that may be extended by other tables but do not extend another table.

These tablesdo not inherit fieldsfrom any other table.

They provide thefoundation for extensions, making them the top-level tables in ServiceNow’s data hierarchy.

Example: TheTask tableis a base table because it does not extend another table but serves as the foundation for many other tables (e.g., Incident, Problem, Change).

Why the Other Answers Are Incorrect:B. "Core Tables"

IncorrectbecauseCore Tables are standard ServiceNow tables, but theycan be either base or extended tables.

Not all core tables follow the definition of a base table.

C. "Extended Tables"

Incorrectbecause extended tablesinherit fields from parent tables, meaning theydo extend another table.

Example: TheIncident table extends from the Task table, making it anextended table.

D. "Custom Tables"

IncorrectbecauseCustom Tablescan beeither base or extended tablesdepending on how they are created.

If a developer chooses to extend an existing table, then it isnot a base table.

ServiceNow CSA Study Guide – Data Schema & Tables

ServiceNow Docs: Table Hierarchy & Extensions(ServiceNow Documentation)

ServiceNow Data Model Overview (Base Tables & Extended Tables)

References from the Certified System Administrator (CSA) Documentation:

Aformatterin ServiceNow is aUI elementthat is added to a form to display useful information that isnot stored as a field in the database record.

Itenhances the form UIby providing additional context or tools for users.

Formattersdo not store datain the underlying database table.

They aredrag-and-drop elementsthat can be added to forms using theForm Layout editor.

Activity Formatter– Displays the history of updates, comments, and work notes.

Process Flow Formatter– Shows a graphical representation of the record's workflow.

Parent Breadcrumb Formatter– Displays the hierarchy of parent-child relationships.

CI Relations Formatter– Shows Configuration Item (CI) relationships in CMDB.

User Approval Formatter– Displays approval status and history.

Key Characteristics of a Formatter:Common Examples of Formatters in ServiceNow:

Why is Option B Correct?A formatter is a form element used to display information that is not a field in the record.

It provides additionalvisual or functional elementson a form without altering stored data.

Why Are the Other Options Incorrect?A. "A formatter allows you to configure applications on your instance."

Incorrect:Formattersdo not configure applications; they only modify the form layout for better user experience.

Correct Alternative:Application configuration is done viaSystem ApplicationsorApplication Navigator.

C. "A formatter allows you to populate fields automatically."

Incorrect:Formattersdo not fill or modify fields.

Correct Alternative:Business Rules, Client Scripts, and UI Policieshandle field population.

D. "A formatter is a set of conditions applied to a table to help find and work with data."

Incorrect:Thecorrect term for this is a Filter or Condition Builder, not a Formatter.

Correct Alternative:Filters are used inList Views, Reports, and Business Rules.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Form Layout and Formatters

????ServiceNow Formatters Documentation

"A formatter is aform element that displays information that is not a field in the recordbut enhances the user experience."

ServiceNow supports multiple authentication methods to verify user identities before granting access to an instance. The three valid authentication methods from the given options are:

Local Database Authentication

This is the default authentication method used in ServiceNow.

User credentials (username and password) are stored in the ServiceNow database.

Authentication is handled directly by ServiceNow without relying on external identity providers.

This is useful for small implementations or instances where external authentication is not required.

LDAP (Lightweight Directory Access Protocol)

LDAP allows ServiceNow to integrate withcorporate directory services, such as Microsoft Active Directory, to authenticate users.

Users authenticate using theircorporate credentials, reducing the need to maintain separate user accounts in ServiceNow.

ServiceNow connects to an LDAP server and verifies credentials without storing passwords in the ServiceNow database.

SSO (Single Sign-On)

Single Sign-On enables users to log into ServiceNow using an external identity provider (IdP).

ServiceNow supports various SSO protocols, including:

SAML 2.0 (Security Assertion Markup Language)

OAuth 2.0

OpenID Connect

Kerberos

This allows users to authenticate once and gain access to multiple applications, improving security and user experience.

A. XML feed–

XML feeds are used for data exchange,not authentication.

ServiceNow can consume XML feeds for integrations but does not use XML feeds to authenticate users.

E. FTP authentication–

FTP (File Transfer Protocol) is used for transferring files between systems and isnot a valid authentication methodin ServiceNow.

ServiceNow Docs: User Authentication Methodshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/security/concept/user-authentication-methods.html

ServiceNow CSA Official Training Guide (User Authentication & Security)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:These references confirm thatLocal Database, LDAP, and SSOare valid authentication methods in ServiceNow.

TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), which can includeboth tangible and intangible business assets.

Tangible assets: Physical devices like servers, network components, and workstations.

Intangible assets: Software, applications, cloud services, licenses, and business services.

Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.

What is Stored in the CMDB?CMDB plays a crucial role inIT Service Management (ITSM), ensuring that organizations haveaccurate and up-to-dateasset data for better decision-making.

(A) The CMDB contains data about tangible and intangible business assets – Correct

TheCMDB tracks and manages both physical (tangible) and virtual (intangible) assets.

Examples oftangible assets: Servers, routers, desktops, mobile devices.

Examples ofintangible assets: Cloud services, software applications, business services.

(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect

Business Rules are not stored in the CMDB.

Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but donotdefine configuration items.

(C) The CMDB archives all Service Management PaaS equipment metadata and usage statistics – Incorrect

TheCMDB does not function as an archive; it maintains real-time, active data about CIs.

Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.

(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect

While CMDBsupports ITIL processes, it doesnot store ITIL process datadirectly.

ITIL process data (e.g., incident, problem, change records) is stored inITSM modules, not in the CMDB itself.

CMDBdoes contain CI relationshipsthatsupportITIL processes likeIncident, Problem, and Change Management.

Explanation of Each Option:

CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with variousCI Classes(e.g.,cmdb_ci,cmdb_ci_server,cmdb_ci_database).

CMDB Health Dashboard: Ensures data accuracy withcompleteness, compliance, and correctnessmetrics.

Relationship Management: CIs in the CMDB are linked to show dependencies, which iscrucial for impact analysisin change and incident management.

Discovery & Service Mapping: ServiceNow’sDiscovery and Service Mappingtools helpautomate CI data collection.

Additional Notes & Best Practices:

ServiceNow Docs: CMDB Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for CMDB Data Accuracy

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

TheBasic Configuration UI 16 modulein ServiceNow allows administrators to make basic UI customizations without needing to modify code or system properties manually. These settings apply to theoverall look and feelof the instance.

Banner Image (Option A)

Allows admins to change theServiceNow banner logoat the top of the page.

This is useful for branding the instance with a company’s logo.

Browser Tab Title (Option C)

Changes thetitle displayed on the browser tabwhen accessing the ServiceNow instance.

Helps customize the instance’s branding for different user environments (e.g., "IT Service Portal" instead of "ServiceNow").

System Date Format (Option D)

Allows admins toset the date formatdisplayed across the instance.

Helps standardize date display based on organizational or regional preferences (e.g.,MM/DD/YYYY vs. DD/MM/YYYY).

Customizable Elements via Basic Configuration UI 16:

Why Are the Other Options Incorrect?B. Record Number Format

Incorrect:The format of record numbers (such asINC0010001 for incidents) is controlled viaSystem Definition → Number MaintenanceandNOTin Basic Configuration UI 16.

E. Form Header Size

Incorrect:The form header size isnot directly customizable through Basic Configuration UI 16.

Form layout and styling changes are managed throughUI Policies, Client Scripts, or custom CSS configurations.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Basic Configuration UI 16

????ServiceNow UI Customization Documentation

"Basic Configuration UI 16 provides a simple way to modifybanner images, browser titles, and system-wide date formats."

Conclusion:The correct answers are:

A. Banner Image(Customizes the instance’s logo)

C. Browser Tab Title(Changes the browser tab text)

D. System Date Format(Sets the instance-wide date format)

????Understanding Basic Configuration UI 16 is important for ServiceNow administratorsto quickly apply branding and instance-wide display settings without modifying system properties manually.

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:

ARecord ProducerinServiceNowis atype of Catalog Itemthat allows users to create records intables(such as Incidents, Change Requests, or HR Cases) from theService Catalog. It provides asimplified and user-friendly interfacefor users to submit structured data without needing direct access to the actual form or database tables.

Key Features of a Record Producer:✔Creates task-based recordsin the appropriate table (e.g.,incident,sc_task,problem).

✔Uses a simplified forminstead of the standard form view of a record.

✔Can trigger workflows and business ruleswhen submitted.

✔Maps user inputs to table fieldsviaVariable Mappings.

An employee wants toreport a broken laptopbut does not need to see the fullIncident form.

The IT team creates aRecord Producernamed "Report an IT Issue" in theService Catalog.

The Record Producercollects user input(e.g., issue description, urgency, contact information).

Upon submission, itcreates an Incident record (incidenttable)in ServiceNow.

Example Use Case:

Why the Correct Answer is D:D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog(Correct)

This is the most accurate description of aRecord Producer.

It allows users tocreate recordsin a specifiedtask table (Incident, Change, Request, etc.)through theService Catalog.

Why the Other Options Are Incorrect:A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)

Record Producers are not limited to Requests.

They can create various types of records, including Incidents, Change Requests, and HR Cases.

B. A Record Producer creates user records (Incorrect)

A Record Producerdoes not create user records(users are managed in thesys_usertable).

Instead, itcreates task-based recordsin other tables likeincidentorsc_task.

C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)

Order Guides, not Record Producers, handlebundling multiple Catalog Items into a single request.

ARecord Producer creates a single recordin a defined table.

Comparison: Record Producer vs. Other Catalog ItemsFeature

Record Producer

Standard Catalog Item

Order Guide

Creates a record in a ServiceNow table

Yes

No

No

Used to order physical/digital goods

No

Yes

Yes

Can bundle multiple requests

No

No

Yes

Uses a form-based submission

Yes

Yes

Yes

AUI Actionin ServiceNow can be configured toprompt or notify users when an action is completed, such as submitting an Incident. UI Actions are used to createbuttons, links, or context menu itemsthat trigger specific actions.

AUI Action(e.g., a "Submit" button on the Incident form) can be configured with asuccess messageusing thegs.addInfoMessage()function.

This message is displayed after the form submission to inform the user that theirIncident has been successfully submitted.

How UI Actions Can Prompt a Success Message:Example of a UI Action Script:javascript

CopyEdit

gs.addInfoMessage("The incident has been successfully submitted.");

This will display aconfirmation messageat the top of the page when an Incident is submitted.

Why "True" is the Correct Answer:UI Actions can display confirmation messages usinggs.addInfoMessage()or similar methods.

Why "False" is Incorrect:UI Actionscanbe used to provide user feedback, including success messages for actions like submitting an incident.

ServiceNow follows asingle-instance, single-tenant architecture,nota multiple-tenant architecture. This means:

Single-Instance:

Each ServiceNow instance is aunique, independent environmentfor a customer.

All customers have their own dedicated instance with their owncustom configurations, data, workflows, and applications.

ServiceNow instances are hosted in amulti-instance cloud modelrather than a multi-tenant model.

Single-Tenant Model (Multi-Instance Architecture):

Unlikemulti-tenant architectures(where multiple customers share the same application and database), ServiceNow provideseach customer with a separate, isolated instance.

Thisensures data security, performance isolation, and customization flexibility.

Each instance has its owndata storage, configuration, and upgrade schedule, reducing risks associated with shared environments.

Why ServiceNow Uses Multi-Instance Instead of Multi-Tenant:

Security & Data Isolation:Since each customer has an independent instance, there isno risk of data leakagebetween tenants.

Customization & Flexibility:Customers cancustomizetheir instance freely without affecting others.

Performance & Scalability:Each instance can bescaled independently, ensuring optimal performance.

ServiceNow does NOT use a multiple-tenant architecture.

ServiceNow follows a single-instance, single-tenant (multi-instance) model.

Each customer has a dedicated instance with isolated resources and configurations.

A multi-tenant architecturemeans multiple customerssharethe same application/database with logical separation, which is NOT the case in ServiceNow.

ServiceNow instead provides separate instancesfor each customer, meaning it isnota true multi-tenant system.

ServiceNow Product Documentation – Multi-Instance Cloud Modelhttps://docs.servicenow.com

ServiceNow Community – Single-Tenant vs. Multi-Tenant Explained

ServiceNow Best Practices – Security & Instance Architecture

Why Option B (False) Is Correct?Why Option A (True) Is Incorrect?References from Certified System Administrator (CSA) Documentation:

TheService Catalogis a core feature in ServiceNow that provides users with a structured interface to request services and products. Thebaseline Service Catalog homepageincludes links to key components that help users navigate and submit requests efficiently. These components are:

Record Producers– These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).

Order Guides– These help users request multiple related items in a single submission, streamlining complex orders.

Catalog Items– These are the individual products or services users can request, such as software installations, hardware requests, or access requests.

Option B: "Order Guides, Item Variables, and Workflows"– Incorrect, becauseItem VariablesandWorkflowsare not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.

Option C: "Order Guides, Catalog Items, and Workflows"– Incorrect, because Workflows are not directly linked from the homepage.

Option D: "Record Producers, Order Guides, and Item Variables"– Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.

ServiceNow Product Documentation - Service Catalog Overview

ServiceNow CSA Study Guide - Service Catalog Fundamentals

ServiceNow Docs: Service Catalog Components

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