All CSA questions are free(216 questions, no login needed)
What does a list in ServiceNow display?
AA single record from a table
BRecords from a table where each row is a record and each column is a field
COnly the fields marked as mandatory
DConfiguration settings for applications
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What is the purpose of views in ServiceNow?
ATo delete records from the database
BTo display lists or forms in different ways for different user types
CTo create new tables automatically
DTo import data from external sources
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What is dot-walking in ServiceNow?
AA method to delete multiple records at once
BCollecting data from related tables via reference fields
CA type of user authentication
DA workflow execution pattern
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What are the three parts of a filter condition in ServiceNow?
ATable, Record, and Value
BField, Operator, and Value
CUser, Role, and Permission
DName, Description, and Category
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What is the difference between personalize list and configure list layout?
AThey are the same function with different names
BPersonalize list affects only the individual user; configure list layout affects everyone
CPersonalize list is for admins only; configure list layout is for all users
DPersonalize list is permanent; configure list layout is temporary
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A user has personalized their incident list view. Later, an administrator adds a new column to the default list view. What will happen for that user?
AThe user will automatically see the new column
BThe user will not see the new column until they choose 'reset to column defaults'
CThe user's personalization will be automatically deleted
DThe administrator's change will be rejected
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Where is the view name displayed on a list or form?
AAt the bottom of the page
BIn brackets beside the table or form title (unless it's the default view)
CIn the Application Navigator
DIn the user profile settings
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What does a form in ServiceNow display?
AMultiple records from multiple tables
BInformation from a single record in a table
COnly read-only data
DSystem configuration settings
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9knowledgeSelect all that apply
Which elements are included on ServiceNow forms? (Choose two)
AFields and sections
BImport sets
CRelated lists
DScheduled jobs
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What happens when you navigate away from a form without saving changes?
AChanges are automatically saved
BYou will be prompted to save or discard changes before reloading the form
CChanges are lost without any warning
DThe form becomes read-only
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What are the three ways to modify a form in ServiceNow?
AImport, Export, and Copy
BForm Builder, Form Design, and Form Layout
CCreate, Update, and Delete
DView, Edit, and Preview
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What is the purpose of templates in ServiceNow?
ATo create new tables automatically
BTo pre-fill common field values when creating records
CTo backup database records
DTo generate automated reports
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Why should only certain groups be allowed to create templates?
ATo reduce system storage usage
BTo avoid bypassing processes like mandatory fields and UI policies
CTo prevent users from seeing each other's data
DTo improve system performance
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What happens when a user personalizes a form using the personalize form feature?
AThe changes affect all users on the platform
BThe personalized form will remain each time the user logs in
CMandatory fields can be hidden
DThe changes are temporary and reset on logout
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15applicationSelect all that apply
In Form Builder, which elements can administrators configure in the policies and rules section? (Choose two)
AUI policies
BDatabase schemas
CBusiness rules
DNetwork settings
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What is the purpose of dot-walking in ServiceNow?
ATo navigate between application menus
BTo access fields from related tables through reference fields
CTo create new database tables
DTo configure user roles and permissions
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What happens when a system administrator configures a list view that a user has already personalized?
AThe user's personalized view is automatically updated with the new changes
BThe user will NOT see the new default changes until they choose 'Reset to column defaults'
CThe personalized view is deleted and replaced with the new configuration
DBoth views are merged automatically
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18knowledgeSelect all that apply
Which of the following are ways to modify a form in ServiceNow? (Choose 3)
AForm Builder
BForm Design
CForm Layout
DForm Schema
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A user wants to hide certain fields on a form without affecting other users. Which feature should they use?
AForm Builder
BForm Layout
CPersonalize Form
DUI Policy
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What are the three parts of a filter condition in ServiceNow?
ATable, Record, and Value
BField, Operator, and Value
CColumn, Function, and Result
DSource, Condition, and Target
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Which statement about the List Editor is correct?
AIt allows editing only one record at a time
BIt is the quickest method to update a field on multiple records
CIt overrides all security constraints
DIt is enabled for all tables by default
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In Form Builder, how do you add a dot-walked field from a related table to a form?
ARight-click the form and select 'Add Related Field'
BSelect 'Add a Related Field' under the desired field, then drag it to the form
CNavigate to System Definition > Tables and add the field there
DUse the Schema Map to drag fields between tables
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A user reports that a reference field on a form is not displaying the expected records in its dropdown. Which two actions should an administrator investigate? (Choose 2)
AThe reference qualifier on the field restricts which records appear
BThe form view is set to mobile layout
CThe user lacks read access to the referenced table
DThe field label has been changed recently
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Which statement about Next Experience UI is NOT true?
AIt uses the Polaris theme by default
BIt replaces UI16 as the default interface for all users
CThe Unified Navigation framework supports configurable menus
DWorkspaces can be accessed from the All menu
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In the List v3 component, what happens when an administrator configures a 'condition' on a list?
AIt permanently deletes records that don't match
BIt applies a filter that restricts which records are displayed
CIt changes the table schema
DIt creates a new view of the table
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An administrator needs to ensure that a specific form layout appears only when the Priority field is set to 1 - Critical. Which feature should they use?
AForm views with a view rule
BUI Policy to hide fields
CACL on the form
DClient script to redirect
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Which statements about ServiceNow list editing are true? (Choose 2)
ADouble-clicking a cell in a list enables inline editing for that field
BList editing allows updating multiple records simultaneously using the list header checkbox
CAll field types support inline list editing without restrictions
DList editing must be enabled by a system property before it can be used
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What is the purpose of the 'Favorites' feature in ServiceNow navigation?
AIt bookmarks specific records or modules for quick access from the navigation bar
BIt automatically prioritizes frequently used tables
CIt creates shortcuts to external websites
DIt pins dashboards to the homepage
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A user needs to see incidents assigned to their group AND with a state of 'In Progress'. Which filter operation should be used?
AUse OR condition between Assignment Group and State
BUse AND condition between Assignment Group and State
CCreate two separate filtered lists and compare them
DUse a CONTAINS condition on both fields
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What is the difference between a 'View' and a 'Form Layout' in ServiceNow?
AA view defines which fields appear on a form; a form layout arranges fields into sections and columns within a view
BThey are identical concepts with different names
CA form layout is for lists; a view is for forms
DViews are only available in workspaces; form layouts are for the platform UI
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What enables collecting data from related tables via reference fields in ServiceNow?
AField mapping
BDot-walking
CTable joins
DReference linking
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In a ServiceNow list, what do the controls in the list header allow users to do?
AEdit individual records directly
BGroup, sort, show/hide columns, and filter data
CCreate new table relationships
DModify form layouts
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A user sees brackets around a list view name like '[Assigned to me]'. What does this indicate?
AThe view is locked by an administrator
BThe view is currently being edited
CThe view is not the default list view
DThe view has active filters applied
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34understandingSelect all that apply
Which methods can be used to modify form layouts in ServiceNow? (Choose 2)
AForm Designer
BList Editor
CForm Layout Tool
DUI Policy Designer
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What happens when a user applies a filter condition and then navigates away from the list?
AThe filter is automatically saved permanently
BThe filter condition appears in the breadcrumb trail
CThe filter is lost immediately
DThe filter becomes a new list view
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36applicationSelect all that apply
Which list personalization options are available to users in ServiceNow? (Choose 3)
ARearrange column order
BSet column widths
CCreate new table fields
DSave custom list views
EModify table schemas
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Evaluate these statements about ServiceNow configuration:
A) Personal list configurations only affect the current user's view
B) System-level form modifications affect all users
C) Related lists show records from the same table as the main form
AA and B are true, C is false
BA and C are true, B is false
CB and C are true, A is false
DAll statements are true
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Which of the following is NOT a standard component of the ServiceNow list collector interface?
AAvailable items list
BSelected items list
CMove arrows between lists
DDrag-and-drop form builder
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Which security mechanism controls record-level access to data in ServiceNow?
ARoles
BGroups
CAccess Control Lists (ACLs)
DData Policies
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What role is required to modify Access Control Lists (ACLs) in ServiceNow?
Aadmin
Bsecurity_admin
Cacl_admin
Ditil
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What happens when elevated privileges are activated in ServiceNow?
AThey remain active until manually deactivated
BThey last only for the current session and end with logout, timeout, or impersonation
CThey are permanently assigned to the user
DThey are shared with all members of the user's group
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In what order does ServiceNow evaluate Access Control rules?
AAllow rules first, then deny rules
BField access first, then table access
CDeny rules first, then allow rules
DAlphabetically by rule name
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What automatically happens when a new table is created in ServiceNow?
ANo security is applied by default
BAccess controls are automatically created for the table
COnly admin users can access the table
DThe table is marked as read-only
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A user passes a table-level ACL but fails a field-level ACL. What access does the user have?
AFull access to the record including all fields
BNo access to the record at all
CAccess to the record but not to that specific field
DRead-only access to all fields
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What does an upward arrow next to a user's avatar indicate in ServiceNow?
AThe user has unread notifications
BThe user has activated elevated privileges
CThe user is impersonating another user
DThe user has pending approvals
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How do ACL rules for parent tables apply to child tables?
AThey don't apply - each table needs its own ACLs
BACL rules for parent tables apply to their child tables
CChild tables override all parent table ACLs
DOnly admin-created ACLs are inherited
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What are the three main security modules typically used by system administrators?
AUsers, Groups, and Roles
BSecurity, ACL list, and High Security Settings
CAuthentication, Authorization, and Audit
DLogin, Password, and Session
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What limitation applies to users with the admin role when impersonating another user?
AThey cannot impersonate any users
BThey can only impersonate users in their group
CThey cannot impersonate the security_admin role or elevate privileges during impersonation
DThey must have manager approval to impersonate
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49applicationSelect all that apply
Which components does ServiceNow use to ensure security for CRUD operations? (Choose two)
AUser authentication/login managed via users, groups, and roles
BAutomatic data encryption at rest
CApplication and module access controlled by roles
DMandatory two-factor authentication
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What is the purpose of user impersonation in ServiceNow?
ATo permanently change a user's password
BTo test the platform from another user's perspective and troubleshoot access issues
CTo delete another user's account
DTo merge two user accounts together
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What must a user have to access data in ServiceNow?
AOnly a role
BOnly ACL access
CBoth a role AND ACL access
DGroup membership only
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A system administrator needs to grant a user temporary elevated access to modify ACLs. What is the recommended approach?
APermanently assign the security_admin role to the user
BHave the user activate elevated privileges for their session
CGive the user the admin role
DDisable all ACLs temporarily
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53understandingSelect all that apply
Which statements about the admin role in ServiceNow are true? (Choose two)
AAdmins have access to all platform features and can override access controls
BAdmins can automatically modify ACLs without any additional roles
CThe admin role should be assigned cautiously
DAdmins can impersonate security_admin during impersonation sessions
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What is the recommended method for assigning roles to users in ServiceNow?
AAssign roles directly to individual user records
BAdd users to groups and assign roles to the groups
CUse update sets to assign roles
DConfigure roles through the CMDB
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What indicates that elevated privileges are activated for an administrator's session?
AA lock icon appears in the navigation menu
BAn upward arrow appears next to the user's avatar
CThe background color of the instance changes
DA notification email is sent to the security team
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In which order does ServiceNow evaluate access control rules?
AAllow rules first, then deny rules
BField rules first, then table rules
CDeny rules first, then allow rules if deny conditions are met
DAll rules are evaluated simultaneously
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57knowledgeSelect all that apply
Which actions can users WITHOUT any assigned roles perform in ServiceNow? (Choose 2)
AView a dashboard
BCreate business rules
CAccess the service catalog
DManage access control lists
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Which statement about user impersonation is TRUE?
AAny user can impersonate another user
BImpersonation allows access to security incidents even if you don't have those roles
COnly users with the admin or impersonator role can impersonate other users
DImpersonation persists across multiple login sessions
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A user has the catalog_admin role. What access does this provide?
AOnly access to the Service Catalog application
BOnly access to user criteria modules
CAccess to all Service Catalog and user criteria modules, plus additional catalog_admin permissions
DFull admin access to all platform features
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What is the purpose of the ServiceNow Security Center?
ATo manage user passwords and authentication only
BTo monitor security compliance, manage hardening settings, and run security scans
CTo configure firewalls and network security
DTo create and manage encryption keys
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An administrator needs to prevent users in the 'itil' group from editing the Priority field on Incident records, but they should still be able to view it. Which approach is correct?
ACreate a write ACL on the incident.priority field that excludes the itil role
BRemove the Priority field from the incident form
CCreate a UI Policy that makes Priority read-only for itil users
DDelete the Priority field from the Incident table
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Which three elements make up an Access Control List (ACL) rule in ServiceNow? (Choose 3)
AThe object being secured (table/field)
BThe operation (read, write, create, delete)
CThe permissions required (role, condition, script)
DThe time zone of the user
EThe browser type being used
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What is the evaluation order when multiple ACL rules apply to the same object and operation?
AAll matching ACL rules must pass — they are evaluated with AND logic
BOnly the first matching ACL rule is evaluated
CThe most restrictive ACL always wins
DACL rules are evaluated randomly
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A new employee needs access to the Incident table but should NOT be able to delete any records. Which ACL configuration achieves this?
AGrant read, write, and create ACLs but do not grant a delete ACL for the user's role
BCreate a delete ACL that explicitly denies the user's role
CRemove the Incident module from the user's application menu
DSet the 'active' field to read-only on the incident form
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Which user property determines the language displayed in the ServiceNow interface?
AThe browser's Accept-Language header only
BThe Language field on the user's System Properties
CThe Preferred language field on the user record
DThe instance's system locale setting only
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What is the purpose of 'delegated administration' in ServiceNow?
AAllowing specific users to grant roles that they themselves possess to other users
BAutomatically assigning admin roles to all managers
CDelegating system upgrades to non-admin users
DSharing admin credentials with a team
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Which of the following is NOT a valid method to assign a role to a user in ServiceNow?
AAdding the role directly to the user's Roles related list
BAdding the user to a group that has the role
CInheriting the role through the role hierarchy (contained roles)
DSetting the role in the user's email signature
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What happens when an administrator activates the 'High Security Settings' plugin?
AIt enforces stricter password policies and session timeout settings
BIt encrypts all database tables automatically
CIt requires biometric authentication for all users
DIt disables all REST API access
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How is data organized in ServiceNow?
AFiles, folders, and documents
BTables, records, fields, and values
CSheets, cells, and formulas
DObjects, classes, and methods
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What is a sys_id in ServiceNow?
AA user's login name
BA unique 32-character ID that identifies each record
CThe table name
DA field label
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What does a reference field store in ServiceNow?
AThe full content of the referenced record
BThe unique sys_id of a record from another table
CA copy of the referenced table
DThe URL of an external system
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What happens when a table extends another table in ServiceNow?
AThe parent table is deleted
BThe child table inherits all fields from its parent table along with its unique fields
CBoth tables become identical
DThe parent table can no longer be used
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Which of the following are examples of tables that extend the Task table?
AUser and Group
BIncident, Problem, and Change Request
CLocation and Department
DKnowledge and Article
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What is a base table in ServiceNow?
AA table that has been deleted
BA table that serves as a foundation for other tables but isn't an extension itself
CA temporary table for testing
DA table that cannot have child tables
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What is the purpose of a Schema Map in ServiceNow?
ATo display user permissions
BTo visualize table relationships
CTo track system performance
DTo manage email notifications
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What is the difference between a field name and a field label?
AThey are always identical
BField names are unique and may differ from labels, which are display names
CField labels are used in scripts; field names are for display
DThere is no difference
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What type of field allows selecting multiple records from a table?
AReference field
BChoice field
CGlideList field
DString field
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What is the difference between scoped apps and global apps?
AScoped apps are free; global apps require licensing
BScoped apps are sandboxed with restricted API; global apps have access to all parts of the system
CGlobal apps are more secure than scoped apps
DThere is no difference
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79applicationSelect all that apply
In the schema map, what do tables with blue bars indicate? (Choose two)
ATables that extend the focused table
BTables that are referenced by the focused table
CChild tables of the focused table
DDeleted tables
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What is a Document ID field used for?
ATo store document attachments
BTo reference one record from any table
CTo create PDF exports
DTo store version history
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What is the unique identifier for every record in ServiceNow?
AA record number (e.g., INC0010001)
BA 32-character sys_id
CA combination of table name and row number
DAn auto-generated UUID
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What is the difference between a base table and a core table in ServiceNow?
AA base table is always a core table, but a core table is not always a base table
BA base table serves as a foundation for extensions and is not itself an extension, while a core table comes with ServiceNow from the start
CBase tables cannot have child tables, while core tables can
DThere is no difference; the terms are interchangeable
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83knowledgeSelect all that apply
Which of the following are types of field relationships in ServiceNow? (Choose 2)
AOne-to-many (Reference field)
BMany-to-many
COne-to-one-to-many
DCircular reference
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What is the purpose of coalescing during a data import in ServiceNow?
ATo merge multiple import set tables into one
BTo prevent duplicate records by using fields as unique keys
CTo convert data types during transformation
DTo automatically map fields between source and target tables
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What do update sets capture in ServiceNow?
ABoth configuration changes and data records like incidents
BOnly data records created during the update set period
CConfiguration and customization changes, but NOT data records
DOnly changes made by administrators with elevated privileges
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What is the difference between global scope and application scope in ServiceNow?
AGlobal scope is for production only; application scope is for development
BGlobal scope has access to all parts of the system; scoped apps are sandboxed with restricted API access
CApplication scope provides more permissions than global scope
DThere is no functional difference between the two
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An administrator needs to import 5,000 user records from a CSV file. After the import, several records have incorrect department values. Which step in the import process most likely caused this issue?
AThe Transform Map field mapping for Department used an incorrect coalesce field
BThe CSV file was too large to process
CThe import set table was not created
DThe user running the import lacked the admin role
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Which two field types in ServiceNow store references to records in other tables? (Choose 2)
AReference field
BGlide List field
CString field
DInteger field
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What is the purpose of a 'coalesce' field in a Transform Map?
AIt determines whether to update an existing record or insert a new one during import
BIt combines multiple source columns into one target field
CIt encrypts sensitive data during import
DIt validates data format before insertion
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An administrator wants to create a field that automatically calculates the number of days between the Opened date and the Resolved date on an incident. Which field type is most appropriate?
ADuration field with a calculated default value
BInteger field with a Business Rule to calculate the value
CFormula field that references the two date fields
DString field with a UI Policy to display the calculation
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What is the maximum number of rows that can be displayed in a single list view by default in ServiceNow?
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Which statement about table inheritance in ServiceNow is correct?
AChild tables inherit all fields and business logic from their parent table
BChild tables share the same physical database table but cannot have additional fields
CParent table records are automatically duplicated in child tables
DTable inheritance only works with the Task table
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What is a catalog item in ServiceNow?
AA database table
BAnything that can be ordered on its own, like a laptop or service
CA type of user role
DA workflow template
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What is the purpose of variables in the Service Catalog?
ATo track inventory levels
BTo define item options for end users and customize items to customer needs
CTo create user accounts
DTo send email notifications
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What is a Variable Set in ServiceNow?
AA collection of user roles
BA container that groups variables together, saving time and reducing errors
CA type of report
DA backup mechanism
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What is a Record Producer in ServiceNow?
AA backup tool for records
BA catalog item that creates task-based records more easily than using a standard form
CA type of workflow
DA reporting dashboard
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What is an Order Guide used for?
ATo create user manuals
BTo let users request multiple related items at once
CTo track shipping information
DTo manage inventory
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What does the Catalog Builder allow administrators to do?
ABuild physical products
BCreate or edit catalog items visually with guidelines and restrictions
CManage user passwords
DConfigure network settings
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What happens if no user criteria is set on a knowledge base's 'can read' related list?
AOnly administrators can access it
BThe knowledge base becomes open to the public
CThe knowledge base is disabled
DOnly the knowledge manager can view articles
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How can users provide feedback on knowledge articles?
ABy deleting articles
BBy commenting or flagging articles, which notifies kb administrators
CBy creating new categories
DBy modifying article workflows
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What does the Virtual Agent provide in ServiceNow?
AHardware maintenance services
BAn intelligent chat experience using AI and natural language
CDatabase backup services
DNetwork monitoring
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102knowledgeSelect all that apply
Which user criteria types are used to control access to knowledge bases? (Choose two)
ACan read / Can't read
BCan delete / Can't delete
CCan contribute / Can't contribute
DCan export / Can't export
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In the Service Catalog request structure, what does each catalog item within a request have?
AOnly one task maximum
BMultiple tasks that are specific to that item
CNo tasks, only approvals
DShared tasks with all other items
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Where can users track their submitted service requests?
AAll > System Logs > Requests
BAll > Self-Service > My Requests
CAll > Admin > Request History
DAll > Reports > Service Requests
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What is the purpose of categories in Knowledge Management?
ATo create user accounts
BTo help organize knowledge bases and make articles easier to find
CTo manage workflow approvals
DTo configure email notifications
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What determines the order in which variables are displayed on a catalog item form?
AAlphabetical order by variable name
BThe order field value - lower numbers show first
CCreation date of the variable
DRandom assignment
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107applicationSelect all that apply
What can users do in the Service Portal? (Choose two)
ASearch knowledge bases and browse catalogs
BConfigure system security settings
CCreate and view incidents
DModify database schemas
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What is a Record Producer in ServiceNow?
AA tool for generating reports from service catalog data
BA catalog item that creates task-based records like incidents through a simplified interface
CA script that automatically generates records on a schedule
DA dashboard widget for monitoring record creation rates
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What is the purpose of a Variable Set in the Service Catalog?
ATo define the pricing structure for catalog items
BTo group variables so they can be shared across multiple catalog items
CTo set environment variables for server-side scripts
DTo configure variable-width columns in list views
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What determines the display order of variables on a catalog item form?
AThe alphabetical order of variable names
BThe order field value — lower numbers show first
CThe date each variable was created
DThe variable type determines the order
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What is the function of a trigger in Workflow Studio?
AIt defines the output format of a workflow
BIt is an activity that initiates the flow, such as a record creation or scheduled job
CIt specifies which users can run the workflow
DIt controls the error handling behavior of a flow
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112comprehensionSelect all that apply
Which are core actions available in Workflow Studio? (Choose 2)
AAsk For Approval
BSend SMS
CCreate Record
DGenerate PDF
👆 Click an option above to select your answer
What does the 'match all' checkbox control on a knowledge base's user criteria?
AWhether all articles in the knowledge base require approval
BWhether all criteria must match (checked) or any criteria grants access (unchecked)
CWhether all users can contribute to the knowledge base
DWhether all knowledge bases share the same user criteria
👆 Click an option above to select your answer
What happens if no user criteria are set on a knowledge base's 'can read' related list?
AOnly administrators can read the articles
BThe knowledge base becomes open to the public
COnly users with the knowledge role can read articles
DThe knowledge base is hidden from all users
👆 Click an option above to select your answer
A service catalog item needs to automatically create both an Incident and a Change Request when ordered. Which approach is recommended?
AConfigure a Flow Designer flow triggered by the catalog item that creates both records
BCreate two separate catalog items and bundle them
CWrite a background script that monitors new RITM records
DUse an email notification to trigger record creation
👆 Click an option above to select your answer
In the Service Catalog, what is the difference between a 'Record Producer' and a 'Catalog Item'?
AA Record Producer creates a record in a specific table; a Catalog Item creates a Requested Item (RITM) with a fulfillment workflow
BThey are the same thing with different names
CA Record Producer is for hardware; a Catalog Item is for software
DRecord Producers can only be used by administrators
👆 Click an option above to select your answer
Which statements about Flow Designer are true? (Choose 2)
AFlows can be triggered by record creation, updates, or scheduled intervals
BFlow Designer requires JavaScript coding for all actions
CSubflows allow reusable logic that can be called from multiple flows
DFlows can only run synchronously
👆 Click an option above to select your answer
An organization wants to require manager approval for any catalog request over $1,000. Where should this approval be configured?
AIn the catalog item's Approval field using a generated approval based on the price
BIn a Flow Designer approval action with a condition checking the item price
CIn a UI Policy on the Request form
DIn the user's manager field only
👆 Click an option above to select your answer
What is the purpose of the 'Knowledge Base' in ServiceNow self-service?
ATo provide searchable articles that help users resolve issues without creating tickets
BTo store system configuration documentation only
CTo replace the Service Catalog entirely
DTo manage user passwords
👆 Click an option above to select your answer
What is the correct order of records created when a user submits a Service Catalog request?
ARequest → Requested Item (RITM) → Catalog Task(s)
BIncident → Request → Catalog Task(s)
CCatalog Task → Requested Item → Request
DChange Request → Request → Requested Item
👆 Click an option above to select your answer
Which notification channel should an administrator configure to send a user an update when their catalog request is approved?
AAn email notification triggered by the RITM approval state change
BA popup alert on the ServiceNow homepage
CA system log entry visible only to administrators
DA change to the user's browser bookmark
👆 Click an option above to select your answer
What is the 'Service Portal' in ServiceNow?
AA user-facing website built with widgets that provides self-service capabilities outside the platform UI
BA dashboard for administrators to monitor system health
CA mobile app available on app stores
DThe main backend interface for ITIL users
👆 Click an option above to select your answer
What is the primary goal of Incident Management in ServiceNow?
ATo identify the root cause of issues
BTo restore normal service operation as quickly as possible
CTo prevent incidents from occurring
DTo document all IT changes
👆 Click an option above to select your answer
How is incident Priority calculated in ServiceNow by default?
AManually set by the caller
BBased on Impact and Urgency
CBased on the assignment group
DBased on the category selected
👆 Click an option above to select your answer
Which incident state indicates that work has started but is not yet complete?
ANew
BIn Progress
COn Hold
DResolved
👆 Click an option above to select your answer
What is the difference between closing and resolving an incident?
AThere is no difference; they are the same action
BResolved means a solution was applied; Closed means the caller confirmed resolution
CClosed is temporary; Resolved is permanent
DOnly managers can close; anyone can resolve
👆 Click an option above to select your answer
What ServiceNow feature automatically assigns incidents to appropriate groups based on criteria?
AData Policies
BAssignment Rules
CBusiness Rules
DUI Policies
👆 Click an option above to select your answer
In the context of Major Incident Management, what is the purpose of a Major Incident task?
ATo track individual work items during major incident resolution
BTo automatically escalate to management
CTo create a Problem record
DTo notify all users of the outage
👆 Click an option above to select your answer
129knowledgeSelect all that apply
Which of the following are valid incident states in ServiceNow? (Select all that apply)
ANew
BIn Progress
CPending
DOn Hold
👆 Click an option above to select your answer
What table stores incident records in ServiceNow?
Atask
Bincident
Csc_request
Dticket
👆 Click an option above to select your answer
When an incident is reopened, which field is typically incremented to track this?
APriority
BReopen count
CEscalation level
DUrgency
👆 Click an option above to select your answer
What is the purpose of the 'Configuration Item' field on an incident?
ATo track the cost of the incident
BTo identify the affected service or hardware
CTo assign the incident to a technician
DTo categorize the incident type
👆 Click an option above to select your answer
Which role is typically required to resolve incidents in ServiceNow?
Aadmin
Bitil
Cincident_manager
Dapprover_user
👆 Click an option above to select your answer
What is an SLA (Service Level Agreement) breach in the context of incidents?
AWhen a customer cancels their contract
BWhen an incident exceeds its agreed response or resolution time
CWhen too many incidents are created in a day
DWhen an incident is assigned to the wrong group
👆 Click an option above to select your answer
A system administrator wants to automatically set the category, priority, and assignment group for incoming incidents based on their short description. Which feature should they configure?
ABusiness Rules
BPredictive Intelligence
CFlow Designer
DUI Policies
👆 Click an option above to select your answer
Which ServiceNow feature allows agents to have real-time discussions about a specific incident record?
AActivity Stream comments
BSidebar discussions
CEmail notifications
DKnowledge base articles
👆 Click an option above to select your answer
What is the primary purpose of the CMDB Dependency View in relation to incident management?
ATo automatically create incidents for failing CIs
BTo visualize relationships between configuration items and understand impact of issues
CTo assign incidents to the correct support group
DTo generate SLA reports for incident resolution
👆 Click an option above to select your answer
What information does the Now Assist Admin Console provide?
AOnly incident management analytics
BAI features management and configuration across the ServiceNow platform
CUser administration and role management
DCMDB health monitoring only
👆 Click an option above to select your answer
An administrator needs to notify the IT Product Owner whenever a Priority 1 incident is created. Which module should they use?
ASystem Properties > Email
BSystem Notification > Email > Notifications
CSystem Policy > Events
DSystem Logs > Email Log
👆 Click an option above to select your answer
Which workspace facilitates IT service management workflows for managing tasks like incidents and requests?
AEmployee Center Portal
BService Operations Workspace
CCMDB Workspace
DCustomer Service Portal
👆 Click an option above to select your answer
Multiple users report the same email service outage. An administrator has already created a Major Incident. What should be done with the individual incident tickets?
AAssociate them as child incidents to the Major Incident
BDelete all duplicate incidents
CMerge them into a single incident record
DClose them as 'Not Reproducible'
👆 Click an option above to select your answer
Which statements about SLA (Service Level Agreement) tracking on incidents are true? (Choose 2)
ASLAs can trigger notifications when approaching breach time
BSLA timers pause automatically when an incident is in a 'Pending' state
CSLAs can only measure resolution time, not response time
DSLA definitions cannot use conditions to match specific incident types
👆 Click an option above to select your answer
What is the purpose of an 'Assignment Rule' in Incident Management?
ATo automatically assign incidents to specific groups or users based on defined conditions
BTo restrict which users can view incidents
CTo set the priority of incoming incidents
DTo define SLA targets for incident resolution
👆 Click an option above to select your answer
An incident has been resolved but the caller disagrees with the resolution and wants it reopened. What state should the incident be changed to?
AIn Progress
BNew
COn Hold
DActive — by creating a new incident referencing the original
👆 Click an option above to select your answer
How does ServiceNow calculate incident Priority by default?
AUsing a Priority Lookup matrix that combines Impact and Urgency values
BThe caller manually selects the priority when creating the incident
CBased solely on the assignment group's workload
DUsing AI to analyze the short description text
👆 Click an option above to select your answer
What is the purpose of the 'Caller' field on an Incident record?
AIt identifies the user who reported or is affected by the incident
BIt shows which phone line the call came in on
CIt determines the assignment group for the incident
DIt sets the SLA target for the incident
👆 Click an option above to select your answer
What is the primary goal of Problem Management?
ATo restore service as quickly as possible
BTo identify and resolve the underlying cause of one or more incidents
CTo approve and implement changes
DTo fulfill service requests
👆 Click an option above to select your answer
What is the Known Error Database (KEDB)?
AA list of all incidents in the system
BA repository of problem records designated as known issues
CA database of user credentials
DA collection of change requests
👆 Click an option above to select your answer
What is the difference between reactive and proactive problem detection?
AReactive requires approval; proactive does not
BReactive is triggered by incidents; proactive identifies problems through trend analysis before incidents occur
CReactive is automated; proactive is manual
DThere is no difference between them
👆 Click an option above to select your answer
Which role is required to reopen a problem record in ServiceNow?
Aproblem_admin
Bproblem_task_analyst
Cproblem_manager
Ditil
👆 Click an option above to select your answer
What are the three main stages of the problem lifecycle?
ACreate, Assign, Close
BDetection and Logging, Investigation and Diagnosis, Resolution and Closure
CNew, In Progress, Resolved
DSubmit, Review, Approve
👆 Click an option above to select your answer
What is the purpose of a workaround in Problem Management?
ATo permanently fix the root cause
BTo provide a temporary solution while investigating the permanent fix
CTo close all related incidents
DTo assign the problem to a different team
👆 Click an option above to select your answer
Multiple users report the same network connectivity issue. What should the service desk do?
ACreate separate incidents and wait for them to resolve themselves
BCreate incidents and a problem record to investigate the root cause
CIgnore the reports until a manager intervenes
DSubmit a change request immediately
👆 Click an option above to select your answer
154knowledgeSelect all that apply
What tabs are available on the Problem form for documenting investigation details? (Choose two)
AAnalysis Information
BService Level Agreements
CResolution Information
DApproval History
👆 Click an option above to select your answer
How does the CMDB support problem management processes?
ABy automatically resolving problems when CIs are updated
BBy providing insights for troubleshooting through CI relationships and dependencies
CBy creating problem records whenever a CI is added
DBy generating root cause analysis reports automatically
👆 Click an option above to select your answer
What does ServiceNow Service Mapping use to identify dependencies between applications and hosts?
AA bottom-up scanning approach starting from network devices
BA top-down approach that maps interconnected applications and hosts delivering a service
CManual entry by administrators for each CI relationship
DImport sets from external monitoring tools
👆 Click an option above to select your answer
A database server failure causes an HR requisition system to stop working. Which CMDB feature would best help identify all affected services?
ACI Class Manager
BSchema Map
CDependency View map
DTables and Columns module
👆 Click an option above to select your answer
What is the difference between Discovery and Service Mapping in ServiceNow?
ADiscovery maps service dependencies; Service Mapping inventories devices
BDiscovery inventories devices independently (horizontal); Service Mapping maps service dependencies (top-down)
CDiscovery is for cloud resources; Service Mapping is for on-premise only
DThey are the same feature with different names
👆 Click an option above to select your answer
What is the difference between a 'Known Error' and a 'Problem' in ServiceNow?
AA Known Error is a Problem where the root cause has been identified and a workaround documented
BKnown Errors are more severe than Problems
CProblems track incidents; Known Errors track change requests
DThere is no difference; they are the same record type
👆 Click an option above to select your answer
An administrator notices that 15 incidents over the past month all relate to the same printer failing. What is the FIRST step in the Problem Management process?
ACreate a Problem record and associate the related incidents
BClose all 15 incidents as duplicates
COrder a replacement printer immediately
DCreate a Change Request to replace the printer
👆 Click an option above to select your answer
Which activity is part of 'proactive' Problem Management?
AAnalyzing incident trends to identify potential problems before they cause major outages
BCreating Problem records only after a Major Incident occurs
CClosing all open Problems at the end of each quarter
DAssigning every incident to the Problem Management team
👆 Click an option above to select your answer
What happens to associated incidents when a Problem record's state changes to 'Resolved'?
ANothing automatically — incidents must be resolved individually or through a configured business rule
BAll associated incidents are automatically deleted
CAssociated incidents are automatically resolved with the same resolution
DAssociated incidents are moved to the 'Pending' state
👆 Click an option above to select your answer
What are the three types of changes in ServiceNow?
ASmall, Medium, and Large
BStandard, Normal, and Emergency
CInternal, External, and Mixed
DPlanned, Unplanned, and Scheduled
👆 Click an option above to select your answer
What distinguishes a Standard change from a Normal change?
AStandard changes cost more to implement
BStandard changes are pre-approved and don't require CAB approval each time
CStandard changes are only for emergency situations
DStandard changes cannot be tracked
👆 Click an option above to select your answer
What does CAB stand for in Change Management?
AChange Administration Board
BChange Advisory Board
CConfiguration Advisory Board
DCentral Approval Bureau
👆 Click an option above to select your answer
What is the purpose of conflict detection in Change Management?
ATo identify employee scheduling conflicts
BTo detect scheduling conflicts with CIs, maintenance windows, and blackout periods
CTo find conflicts in change request descriptions
DTo detect budget conflicts
👆 Click an option above to select your answer
What does the 'Authorized' state mean in the change lifecycle?
AThe change has been implemented
BCAB has provided final authorization and we're waiting for the scheduled window
CThe change has been canceled
DThe change is being assessed
👆 Click an option above to select your answer
Why is it best practice to create emergency changes from an incident?
ATo reduce paperwork
BTo minimize the risk of unauthorized changes by associating with a documented incident
CTo speed up the approval process automatically
DEmergency changes cannot be created any other way
👆 Click an option above to select your answer
What are the four types of change tasks in ServiceNow?
ACreate, Update, Delete, and Archive
BPlanning, Implementation, Testing, and Review
CAssess, Authorize, Implement, and Close
DRequest, Approve, Execute, and Verify
👆 Click an option above to select your answer
What is a change model in ServiceNow?
AA 3D visualization of the change
BA template that defines the process, fields, states, approvals, and tasks for specific change types
CA cost estimation model
DA database schema for changes
👆 Click an option above to select your answer
A change request has scheduling conflicts detected. What should the change owner do?
AIgnore the conflicts and proceed immediately
BReview conflicts and either amend the change to avoid them or document justification in work notes
CCancel the change request
DWait for the conflicts to resolve automatically
👆 Click an option above to select your answer
172understandingSelect all that apply
Which methods are available for determining the risk of a change? (Choose two)
ARisk conditions using predefined properties
BManager's personal judgment only
CRisk assessments using end-user provided information
DRandom risk assignment
👆 Click an option above to select your answer
An update set has been marked as 'Complete' but additional changes are needed. What is the recommended approach?
ARevert the update set back to 'In Progress' and make the changes
BCreate a new update set and commit them in the order they were created
CDelete the completed update set and start over
DMerge the changes directly into the default update set
👆 Click an option above to select your answer
How many instances does a ServiceNow customer receive at minimum?
AOne (production only)
BTwo (production and non-production)
CThree (production, staging, and development)
DFour (production, test, development, and QA)
👆 Click an option above to select your answer
What architecture does ServiceNow use for its instances?
AMulti-instance multi-tenant
BSingle-instance multi-tenant
CMulti-instance single-tenant
DSingle-instance single-tenant
👆 Click an option above to select your answer
What is the purpose of the Change Advisory Board (CAB) Workbench?
ATo automatically approve all change requests
BTo help CAB managers schedule and manage meetings to review and authorize change requests
CTo create new change request templates
DTo generate reports on historical change success rates
👆 Click an option above to select your answer
When merging multiple update sets, how does ServiceNow handle conflicts where the same object was modified?
AIt rejects the merge entirely
BIt keeps the latest change to the object
CIt prompts the admin to choose which version to keep
DIt creates a new version combining both changes
👆 Click an option above to select your answer
What are the three types of change in ServiceNow's Change Management? (Choose 3)
AStandard
BNormal
CEmergency
DCosmetic
ERoutine
👆 Click an option above to select your answer
A change implementer discovers a critical issue during the implementation of a Normal change. The change cannot be completed as planned. What should be recorded?
AMove the change to 'Review' state and document it as an unsuccessful implementation with rollback details
BDelete the change record and create a new one
CClose the change as successful anyway
DConvert the change to an Emergency type
👆 Click an option above to select your answer
What is the purpose of a 'Change Advisory Board' (CAB) in ServiceNow?
ATo review, assess, and approve or reject Normal and Emergency changes
BTo implement changes on behalf of the change owner
CTo automatically schedule all changes
DTo create Standard change templates
👆 Click an option above to select your answer
Which feature helps prevent scheduling conflicts between changes affecting the same Configuration Item?
AThe Change Conflict detection feature that checks for overlapping change windows on the same CI
BA UI Policy that prevents saving duplicate change records
CThe Assignment Rule that checks group workload
DThe SLA timer on the change record
👆 Click an option above to select your answer
Which statement about Standard changes is NOT correct?
AStandard changes are pre-approved and don't require CAB review each time
BStandard changes use templates for consistent implementation
CStandard changes require a new risk assessment for every request
DStandard changes are low-risk, well-understood procedures
👆 Click an option above to select your answer
Which type of change model in ServiceNow is designed specifically to record change requests from an external system without any associated approvals?
ACloud Infrastructure model
BChange Registration model
CUnauthorized Change model
DMultimodal Change model
👆 Click an option above to select your answer
184knowledgeSelect all that apply
Which Change Advisory Board (CAB) Workbench features enable collaboration among CAB members? (Choose two.)
AScheduling in-person meetings
BCreating change task records
CConference call scheduling
DAutomatic risk recalculation
👆 Click an option above to select your answer
What distinguishes risk conditions from risk assessments in Change Management risk calculation?
ARisk conditions use predefined properties and conditions; risk assessments rely on user-provided information
BRisk conditions calculate risk automatically; risk assessments require manual calculation
CRisk conditions apply only to emergency changes; risk assessments apply to normal changes
DRisk conditions are used before change creation; risk assessments are used after closure
👆 Click an option above to select your answer
In Change Management, what is required to automatically update a change's Schedule tab with actual start and end dates after implementation?
AThe change must be in the 'Authorized' state before implementation
BThe change implementer must manually enter the dates after implementation
CThe scheduled implementation window must be reached, triggering automatic date capture
DA change task of type 'Implementation' must be created and closed
👆 Click an option above to select your answer
A change request has been rejected by CAB. What must happen before the change can be submitted for approval again?
AThe change must be canceled and a new change request created
BComments explaining the rejection must be provided, and the change reverts to the New state
CThe change automatically returns to the Assess state for revision
DEmergency changes require no comments; normal changes require supervisor sign-off
👆 Click an option above to select your answer
What distinguishes the Emergency Change Advisory Board (ECAB) from the regular CAB?
AECAB is a subset of CAB that operates under stricter timelines and focuses on minimizing potential risks
BECAB has authority over all emergency changes; CAB only handles normal and standard changes
CECAB requires three approvers while CAB requires only one
DECAB operates during business hours; CAB operates 24/7
👆 Click an option above to select your answer
189knowledgeSelect all that apply
Which scheduling conflicts can the Change Management conflict detection feature identify? (Choose two.)
AA CI is already scheduled at the given date and time
BThe assigned user has exceeded their maximum change quota for the quarter
CThe parent CI of the change is within a blackout window
DThe change model is not approved by the change manager
👆 Click an option above to select your answer
Which ITIL role enables a user to create, update, and close changes and configuration items, and is most suitable for a support group responsible for implementing changes?
Achange_manager
Bitil
Citil_admin
Dchange_coordinator
👆 Click an option above to select your answer
Where can users access the Visualization Designer in ServiceNow?
AAll > User Administration > Visualizations
BAll > Platform Analytics > Library > Data Visualizations
CAll > System Security > Charts
DAll > Incident > Reports
👆 Click an option above to select your answer
What is the recommended best practice when creating a new visualization in ServiceNow?
AAlways create visualizations from scratch
BDuplicate an existing visualization and edit your copy
CImport visualizations from external tools
DUse only the default system visualizations
👆 Click an option above to select your answer
What is the key difference between one-time reporting and Performance Analytics?
AOne-time reporting is more accurate
BPerformance Analytics shows trends over time; one-time reporting shows where you are today
COne-time reporting requires more licenses
DPerformance Analytics only works with incident data
👆 Click an option above to select your answer
194knowledgeSelect all that apply
Which visualization types are available in ServiceNow? (Choose two)
ASpeedometer and dial
BGantt chart
CPie and semi-donut
D3D surface plot
👆 Click an option above to select your answer
What are the two types of dashboards in ServiceNow?
APublic and private
BResponsive and non-responsive
CStatic and dynamic
DBasic and advanced
👆 Click an option above to select your answer
What is the purpose of the 'Data' configuration option in the Visualization Designer?
ATo set the visualization's color scheme
BTo choose where your data comes from - a predefined data source or a ServiceNow table
CTo export the visualization to PDF
DTo schedule automatic refreshes
👆 Click an option above to select your answer
How can a user add a visualization to a dashboard in ServiceNow?
AOnly by creating the dashboard first
BOnly by using the import function
CBy creating a dashboard first and adding the visualization, or by saving the visualization and selecting 'Add to Dashboard'
DVisualizations cannot be added to dashboards
👆 Click an option above to select your answer
What does Performance Analytics capture to show accurate historical trends?
AUser login records
BRegular snapshots of data
CEmail notifications
DSystem configuration changes
👆 Click an option above to select your answer
What does the 'Type' configuration option in the Visualization Designer allow you to do?
ASelect the data table to use
BChoose from over 20 chart types for your visualization
CSet user permissions
DConfigure email recipients
👆 Click an option above to select your answer
What does the 'Presentation' configuration option in the Visualization Designer control?
AWhich users can view the visualization
BThe data grouping and calculations
CAppearance customization including color, titles, and legend adjustments
DThe scheduling of report generation
👆 Click an option above to select your answer
A manager wants to track incident resolution trends over the past year. Which ServiceNow feature should they use?
AList views with filters
BPerformance Analytics
CKnowledge Base articles
DService Catalog
👆 Click an option above to select your answer
Where can users access Analytics Center in ServiceNow?
AAll > System Definition > Analytics
BAll > Platform Analytics > Analytics Center
CAll > Reports > Center
DAll > System Administration > Analytics
👆 Click an option above to select your answer
203understandingSelect all that apply
What can ServiceNow visualizations be used for? (Choose two)
AShown as bar charts, pie charts, and other chart types
BDirectly modifying database records
CRun manually or automatically scheduled
DReplacing all security controls
👆 Click an option above to select your answer
Where can you access the collection of data visualizations in ServiceNow?
AAll > System Definition > Visualizations
BAll > Platform Analytics > Library > Data Visualizations
CAll > Reports > Chart Builder
DAll > System UI > Visualizations
👆 Click an option above to select your answer
What is the recommended best practice when creating a new visualization?
AAlways start from scratch for maximum customization
BDuplicate an existing visualization and edit the copy to fit your needs
CImport visualization templates from the ServiceNow Store
DUse only the default visualizations provided by ServiceNow
👆 Click an option above to select your answer
What is the key difference between one-time reporting and Performance Analytics?
AOne-time reporting is more accurate than Performance Analytics
BOne-time reporting shows current state; Performance Analytics reveals trends over time
CPerformance Analytics only works with incident data
DOne-time reporting requires a separate license
👆 Click an option above to select your answer
How do you add a visualization to a dashboard in ServiceNow?
ADrag and drop from the visualization library only
BEither create a dashboard first and add visualizations, or save a visualization and select 'Add to Dashboard'
CVisualizations are automatically added to the default dashboard
DExport the visualization and import it into the dashboard
👆 Click an option above to select your answer
208knowledgeSelect all that apply
Which configuration options are available in the Visualization Designer? (Choose 2)
AData source selection (predefined or ServiceNow table)
BAutomatic email scheduling of visualizations
CChart type selection (over 20 types available)
DIntegration with external BI tools
👆 Click an option above to select your answer
209knowledgeSelect all that apply
Which visualization types are available in ServiceNow? (Choose 3)
ASpeedometer
BBubble chart
CGantt chart
DSemi-donut
EWaterfall chart
👆 Click an option above to select your answer
What are the two types of dashboards in ServiceNow?
AStatic and dynamic
BResponsive and non-responsive
CPersonal and shared
DBasic and advanced
👆 Click an option above to select your answer
A manager wants a dashboard that shows real-time incident counts by priority, updated every 5 minutes. Which report type should the administrator create?
AA bar chart report on the Incident table grouped by Priority with auto-refresh enabled on the dashboard
BA scheduled PDF export sent every 5 minutes
CA static HTML page with hardcoded data
DA Performance Analytics indicator with real-time collection
👆 Click an option above to select your answer
Which two report types are available in ServiceNow's Report Designer? (Choose 2)
APie chart
BPivot table
CGantt chart
D3D scatter plot
👆 Click an option above to select your answer
What is the difference between a 'Report' and a 'Performance Analytics (PA) Dashboard' in ServiceNow?
AReports show current data snapshots; PA Dashboards show trends over time using collected indicator data
BReports are for managers; PA Dashboards are for administrators only
CThey show the same data in different formats
DReports are deprecated in favor of PA Dashboards
👆 Click an option above to select your answer
An administrator creates a report but a user in the 'itil' group cannot see it on their dashboard. What is the most likely cause?
AThe report has not been shared with the user's group or role
BThe user's browser doesn't support reports
CReports can only be viewed by the creator
DThe dashboard auto-refresh is disabled
👆 Click an option above to select your answer
What is a 'scheduled report' in ServiceNow?
AA report that is automatically generated and distributed via email at configured intervals
BA report that can only be run during business hours
CA report that requires manual approval before each run
DA report that deletes itself after a set period
👆 Click an option above to select your answer
Which feature allows users to interact with report data by clicking on chart elements to drill down into the underlying records?
AReport drilldown — clicking a chart segment opens the filtered list of records
BReport scheduling — scheduled reports include drill-down links
CReport export — exporting to PDF enables interactive drill-down
DReport cloning — creating copies enables different views
👆 Click an option above to select your answer
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