CSA - Certified System Administrator
The ServiceNow Certified System Administrator (CSA) certification validates your ability to configure, implement, and maintain ServiceNow instances. This entry-level certification is the foundation for all other ServiceNow certifications.
Exam Domains
The CSA exam covers these key areas. Master each domain to maximize your chances of passing.
User Interface & Navigation
Understanding the ServiceNow user interface, navigation, lists, forms, and platform overview
User Administration & Security
Managing users, groups, roles, and access controls (ACLs)
Database Administration
Working with tables, fields, data dictionary, and data management
Self-Service & Automation
Service Catalog, Knowledge Management, Flow Designer, and automation tools
Incident Management
Creating, managing, and resolving incidents following ITIL best practices
Problem Management
Root cause analysis, known errors, and problem resolution
Change Management
Change requests, change models, CAB approval, and change schedules
Reporting & Dashboards
Creating reports, dashboards, Performance Analytics, and data visualization
Practice by Topic
Focus on specific areas to strengthen your weak points.
User Interface & Navigation
Master the ServiceNow user interface including lists, forms, navigation, and the Application Navigator. Learn to customize your workspace for maximum productivity.
User Administration & Security
Learn to manage users, groups, and roles in ServiceNow. Understand Access Control Lists (ACLs) and how to implement security best practices.
Database Administration
Understand the ServiceNow data model, tables, fields, and the data dictionary. Learn to extend tables and manage data effectively.
Self-Service & Automation
Configure self-service portals, Service Catalog, Knowledge Management, and automation tools like Flow Designer to improve user experience.
Incident Management
Master ServiceNow Incident Management to restore normal service operation as quickly as possible. Learn incident states, priority, escalation, and resolution.
Problem Management
Learn to identify and manage the root cause of incidents through Problem Management. Understand known errors, workarounds, and permanent fixes.
Change Management
Manage IT changes safely with ServiceNow Change Management. Learn change models, CAB approvals, risk assessment, and change schedules.
Reporting & Dashboards
Create powerful reports and dashboards to visualize ServiceNow data. Learn report types, scheduling, and Performance Analytics basics.
Prerequisites & Preparation
Recommended Prerequisites
- 16-12 months hands-on ServiceNow experience
- 2Completion of ServiceNow Fundamentals course (recommended)
- 3Access to a Personal Developer Instance (PDI)
Exam Format
- •Multiple choice and multiple select
- •Proctored online or at testing center
- •Results available immediately
- •Valid for current release (Yokohama)
Ready to Start Practicing?
Begin with our free questions to assess your current knowledge level.