CSA ServiceNow Certified System Administrator Free Practice Exam Questions (2025 Updated)

Knowledge Management (KM)in ServiceNow is the process that enables users tocreate, categorize, review, approve, and browse important informationin acentralized repositorythat is shared across the organization.

Key Features of Knowledge Management:Centralized knowledge basefor storing important information.

Categorization and taggingfor easy search and retrieval.

Approval workflowsto ensure content accuracy.

Role-based access control(User Criteria) for managing visibility.

Integration with Self-Service and Service Catalogfor user assistance.

Example Use Case:A company’sIT support teamdocuments solutions to common IT issues. Employees cansearch the Knowledge Basefor solutions before opening a ticket, reducing the number of support requests.

A. Self-Service Management →Incorrect

Self-Serviceallows users to submit requests and incidents but doesnot manage knowledge articlessystematically.

C. Knowledge-Centered Management →Incorrect

No such term as"Knowledge-Centered Management"in ServiceNow.

The correct industry term isKnowledge-Centered Service (KCS), but ServiceNow usesKnowledge Management (KM).

D. Information Portal Management →Incorrect

No such concept in ServiceNow; portals provide UI access but do not manage structured knowledge bases.

E. Business Information Management →Incorrect

Business Information Management (BIM)focuses onbusiness data strategy, notknowledge sharing.

Why Other Options Are Incorrect?

Knowledge Management Overview

Creating and Managing Knowledge Articles

Official ServiceNow Documentation Reference:

The Customer Actions feature in the Security Center allows administrators to take targeted actions such as reviewing privileged user access and managing accounts that might pose a risk. It is specifically designed to enable organizations to identify and remediate risks associated with user privileges, such as excessive access rights or orphaned privileged accounts. This feature aggregates risk data and prompts action items, allowing administrators to review, approve, or revoke privileged access based on current organizational policies.

While Security Hardening focuses on platform configurations and the Security Posture Console provides an overview of security metrics and trends, Customer Actions is the practical tool for directly managing and reviewing privileged access to ensure least privilege principles are enforced.

In ServiceNow, theImpersonate Userfeature allows administrators to assume the identity of another user within the system to test permissions, troubleshoot issues, and validate user-specific configurations.

The option toImpersonate Useris found in theUser Menu, which is accessed by clicking on the user profile icon (located in the top-right corner of the interface). This menu provides essential user-related options, such as:

Profile Settings

Logout

Impersonate User(available to users with theadminrole or those explicitly granted theimpersonatorrole)

The User Menu is specifically designed for user-related actionssuch as logging out, modifying settings, and impersonation.

The Impersonate User function is not found in the Application Navigator, Content Frame, or Module sectionsof the ServiceNow interface.

ServiceNow Documentation Reference:

TheServiceNow CSA documentationstates:

Why is "User Menu" the Correct Answer?“Administrators can impersonate a user by selecting ‘Impersonate User’ from the User Menu, allowing them to experience the platform from that user’s perspective.”

A. Module

A module in ServiceNow refers to a specific feature or functionality within an application, such as "Incident Management" or "Change Requests." TheImpersonate Userfunction is not listed as a module.

B. Content Frame

The content frame is the main working area where forms, lists, and dashboards appear. It does not contain theUser Menuoptions.

C. Application Navigator

The Application Navigator allows users to browse and access different ServiceNow applications and modules but does not provide an option to impersonate a user.

In ServiceNow, theDictionaryis the component that definesevery table and fieldin the system.

Itstores metadataabout every table and field.

It contains details likedata type, field properties, default values, and relationships.

It is managed through thesys_dictionarytable.

If you navigate toSystem Definition > Dictionary, you can view and edit field properties for any table.

The Dictionary defineswhether a field is mandatory, read-only, or referenceable.

A. Data Atlas– Not a valid ServiceNow concept.

B. Table Class Manager– Managestable extensions and inheritance, but does not define individual fields.

C. Schema– Refers to theoverall structure of a database, but in ServiceNow, theDictionarymanages table and field definitions.

E. Field Map– Used fordata imports and transformations, not for defining tables and fields system-wide.

ServiceNow Dictionary Overview

ServiceNow CSA Training Module:"Understanding Tables and Fields"

What is the Dictionary in ServiceNow?Example:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Toimport articles into a Knowledge Base (KB)in ServiceNow, a user must have the"sn_knowledge_import"role. This role grants permission tobulk import knowledge articlesfrom sources like spreadsheets, text files, or external databases.

sn_knowledge_import–Required toimportarticles into a KB.

sn_knowledge_contribute–Allows users towrite and edit articlesbutnot importthem.

sn_knowledge_admin– Grantsfull admin controlover KB settings.

A. Can contribute

"Can Contribute" grants permission towrite/editarticles butnot import them.

B. sn_knowledge_contribute

This role only allowscreating and modifyingarticles. It doesnotgrant import access.

D. Can import

No such role or permission exists in ServiceNow.

When a user places an order for an item or service from theService Catalogin ServiceNow, the system generates aRequest (REQ). This is a core component ofRequest Managementwithin the IT Service Management (ITSM) module.

User Places an Order:

The user selects an item from theService Catalog(e.g., a laptop, software, or an access request).

The order may consist of multiple items, depending on the selection.

ServiceNow Generates a Request (REQ):

ThisRequest (REQ#)acts as the umbrella record that tracks the order as a whole.

It is stored in thesc_requesttable.

Creation of Requested Items (RITM#):

Each item within the request generates aRequested Item (RITM#), stored in thesc_req_itemtable.

For example, if the user orders a laptop and a software license, two RITM records are created under the same Request.

Tasks (SCTASK#) Are Created:

Each Requested Item (RITM) may trigger one or moreCatalog Tasks (SCTASK#)in thesc_tasktable.

These tasks define the steps required to fulfill the request (e.g., procurement, approval, and configuration).

A. A Change Request– Incorrect. AChange Request (CHG#)is created only if the requested item involves changes to the infrastructure, such as a server upgrade. Not all catalog items require a change request.

B. An Order Guide– Incorrect. AnOrder Guideis a tool within the Service Catalog that helps users order multiple related items at once. However, it does not get generated when an order is placed.

D. An SLA– Incorrect. AService Level Agreement (SLA)may be associated with the request or tasks, but it is not automatically generated when a request is placed.

ServiceNow Product Documentation → Service Catalog → Request Fulfillment

ServiceNow CSA Study Guide → Service Catalog and Request Management

ServiceNow Tables Reference → sc_request, sc_req_item, sc_task

Understanding the Request Process in ServiceNow:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

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.

InServiceNow, the best practice for managingusers, groups, and rolesis based onrole-based access control (RBAC).

Assign Roles to Groups (Correct)

Instead of assigning roles directly to users, it is abest practice to assign roles to groups.

This ensuresbetter role management, easier administration, and scalability.

Example:

The"IT Support"group has the"itil"role.

All users in this group automatically get theitilrole.

Add Users to Groups (Correct)

Users should be assigned togroupsrather thanroles directly.

Groups inherit roles, so when a user is added to a group, they automatically receivethe appropriate access.

Example:

A new Service Desk agent joins the"Service Desk"group and immediately gets the associated roles (itil,incident_manager, etc.).

A. You should never assign roles to groups(Incorrect)

Incorrect: Assigning roles to groups is therecommended best practice.

Managing roles at thegroup levelmakesaccess control more efficient and scalable.

B. You should assign roles to users(Incorrect)

Incorrect: Assigning roles directly to users isnot a best practicebecause it becomes difficult to manage as the organization grows.

Instead, users should beadded to groupsthat have the necessary roles.

Best Practices for Users, Groups, and Roles:Why Other Options Are Incorrect?

Managing Users, Groups, and Roles

ServiceNow Best Practices for Roles & Groups

Role-Based Access Control (RBAC)

User Administration

References from ServiceNow CSA Documentation:

n ServiceNow, theList Editorallows users to edit field values directly within a list without opening the record in a form. This feature is particularly useful for making quick modifications to multiple records without the need to open each one individually.

Users navigate to a list view of records (e.g., an incident list).

If a field is editable via the List Editor, clicking on it will allow inline editing.

After making changes, users can pressEnteror click outside the field to save.

Inline Editing:Users can modify fields directly from the list.

Multi-Row Editing:Certain fields support bulk updates.

Security Controls:Admins can control which fields are editable via List Editor through dictionary settings.

Audit and History Tracking:Changes made via List Editor are logged for tracking purposes.

A. Data Editor:No such term as "Data Editor" exists in ServiceNow.

B. Edit Menu:This does not refer to inline editing; instead, it's a general menu for editing options.

D. Form Designer:Used for configuring form layouts, not for inline editing.

ServiceNow Product Documentation → Lists and List Editing

ServiceNow CSA Exam Guide → Covers List Editor as a core feature of instance configuration.

How List Editor Works:Key Features of List Editor:Why Other Options Are Incorrect:Reference from CSA Documentation:This verifies thatList Editoris the correct answer.

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

InServiceNow Role Management, aroleis a collection ofpermissionsthat control what users can see and do within the platform.

Role Hierarchy (Role Inheritance)

Rolescan contain other roles(known asnested roles).

When a user is assigned aparent role, theyinherit all child roleswithin it.

Example:

TheITIL roleincludesincident_managerandproblem_managerroles.

AssigningITILto a userautomatically grants them all the permissions of the included roles.

Roles Are Assigned by Administrators

Typically, roles are assigned by aSystem Administratoror an authorized user.

Role-Based Access Control (RBAC)

ServiceNow usesRBACto control access to applications, records, and actions.

B. Users can click on the Personalize Role feature to try different roles

Incorrectbecause userscannot manually switch rolesunless they have theimpersonation privilege.

C. A role is granted to a user by the System Administrator

Partially correct, butnot the best answerbecause rolescan also be assigned via groupsor automated processes, not just by a System Administrator.

D. Each user has a role in the ServiceNow platform

Incorrectbecause not all usersmust have a role.

Example:A self-service user can access the systemwithouthaving any specific role.

ServiceNow Docs: Role-Based Access Control (RBAC)https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/roles/reference/r_RBAC.html

ServiceNow CSA Official Training Guide (User & Role Management)

Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatroles can contain other roles, and when a user is assigned a role, they inherit all roles within it.

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:

In ServiceNow,all tablesin the database are recorded in amaster tablecalled[sys_db_object]. This table stores metadata about each table in the system, including itsname, label, and other attributes.

Stores a record for every table in the ServiceNow instance.

Tracks essential table properties, such as thetable name, label, and whether it is an extension of another table.

Helps administratorsview, modify, or create new tablesin ServiceNow.

Used inTable Administration and Custom Table Development.

A. [sys_master_db]–

This tabledoes not existin ServiceNow.

C. [sys_master_object]–

There is no such table named "sys_master_object" in ServiceNow.

D. [sys_object_db]–

This tabledoes not existin ServiceNow.

The correct name issys_db_object.

Navigate toSystem Definition→Tables.

Search for the tablesys_db_object.

Open the table to see records representing all tables in the instance.

ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html

ServiceNow CSA Official Training Guide (System Data and Tables Overview)

Key Functions of [sys_db_object]:Why the Other Options Are Incorrect?How to View the [sys_db_object] Table in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that[sys_db_object]is themaster tablethat contains a record for every table in the ServiceNow database.

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:

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

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

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

TheKnowledge Base(to search for articles and solutions).

Viewing and tracking submitted requests and incidents.

Submitting new incidents or requests.

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

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

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

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

ServiceNow Product Documentation - Self-Service Application Overview

ServiceNow CSA Study Guide - User Roles and Permissions

ServiceNow Docs: Access Control and Application Scope

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

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

ServiceNow uses a hierarchical structure to manageService Catalog requests:

REQ (Request Record)

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

It groups all requested items and their associated tasks.

Found in thesc_requesttable.

RITM (Requested Item Record)

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

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

Found in thesc_req_itemtable.

TASK (Catalog Task Record)

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

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

Found in thesc_tasktable.

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

This is thecorrect pathbecause it follows theServiceNow fulfillment structure:

REQ (Request)– Tracks the entire request.

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

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

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

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

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

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

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

Incorrectbecausenot all requests involve procurement.

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

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

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

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

ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment

ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)

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

References from the Certified System Administrator (CSA) Documentation: