Free Practice Questions for ServiceNow CSA Exam

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

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

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

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

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

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

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

ServiceNow Product Documentation - Service Catalog Overview

ServiceNow CSA Study Guide - Service Catalog Fundamentals

ServiceNow Docs: Service Catalog Components

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

In ServiceNow, administrators can check whichrelease versionis running on an instance by navigating to theStats module. This module provides various system statistics, including the current release name, build number, and other important system details.

Navigate toSystem Diagnostics→Stats(or simply type “Stats” in the navigation filter).

Scroll down to find theBuild nameandVersionfields.

The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").

How to Check the Release Version via Stats Module:

A. Memory Stats module:

This module provides memory consumption details and performance-related information, but it does not show the instance version.

C. System.upgraded table:

While this table records upgrade history and past version changes, it does not display the current version running on the instance.

D. Transactions log:

This log captures user activities and system transactions but does not provide release version details.

Why Other Options Are Incorrect:

ServiceNow Documentation:View system version details

Certified System Administrator (CSA) Study Guide: CoversSystem Diagnostics → Stats Moduleas a key method to verify the running release version.

Reference from 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

AnUpdate Setin ServiceNow is a mechanism thattracks and packages customizations and configuration changesso they can be transferred between instances (e.g., fromDevelopmenttoTestorProduction).

It is primarily used ininstance migrationandchange management, ensuring that changes made in one environment can beapplied consistentlyin another.

Tracks Customizations– Records changes to system configurations, such as Business Rules, Client Scripts, UI Policies, and Workflows.

Facilitates Deployment– Enables controlled migration of changes from one ServiceNow instance to another.

Reduces Manual Effort– Instead of manually reconfiguring settings in different environments, administrators can package updates into asingle unit.

Version Control– Ensures that onlyintended changesare moved between instances.

Key Features of Update Sets:

Why the Correct Answer is A:A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems(Correct)

This accurately describes the primary function of anUpdate Set.

Administratorsgroupmultiple changes into anUpdate Set, export it, and apply it to another instance.

Example Workflow:

Admin makes configuration changes(e.g., modifies a Business Rule, updates a Workflow).

Update Set captures those changesin a structured format.

The Update Set is exportedfrom the Development instance.

The Update Set is importedinto the Testing/Production instance and applied.

Why the Other Options Are Incorrect:B. By default, an Update Set includes customizations, Business Rules, and homepages(Incorrect)

Update Setsdo include customizations and Business Rules, but theydo notinclude homepages by default.

Dashboards and homepagesrequire a separate process usingsys_portal_page and sys_ui_page tables.

C. An Update Set is a group of customizations that is moved from Production to Development(Incorrect)

Update Sets are typically movedfrom Development to Test/Production, not the other way around.

Best practice is to make changes inDevelopment, test them inTest/UAT, and then deploy them toProduction.

D. By default, the changes included in an Update Set are visible only in the instance to which they are applied(Incorrect)

This is misleading becausean Update Set can be exported and applied to multiple instances.

Once an Update Set isimported and committed, its changes become active in that instance.

Best Practices for Using Update Sets:✔Always preview an Update Set before committing itto ensure it contains the correct changes.

✔Use Named Update Sets, not the default "Default Update Set," to track changes effectively.

✔Ensure all related changes are included(e.g., dependencies such as script includes and tables).

✔Test Update Sets in a sub-production instancebefore applying them inProduction.

InServiceNow, theLoad Data and Transform Mapprocess is used toimport data from external sources(e.g., CSV, Excel, XML) into the ServiceNow platform. TheMapping Assisttool is a feature within this process that helps administrators visually map fields between thesource data(imported file) and thetarget tablein ServiceNow.

Load Data:

Data is imported from an external source (e.g., CSV file, Excel spreadsheet, XML data).

The imported data is temporarily stored in astaging table(Import Set Table).

Transform Map:

ATransform Mapdefines how fields in the import set should be mapped to the target table in ServiceNow.

It allows datatransformation, filtering, and scriptingduring the import process.

Mapping Assist:

Mapping Assistis avisual toolthat helps administrators easily map fields between the import set and the target table.

It provides adrag-and-drop interfaceto connect fields.

Helps preventerrors in field mapping, ensuring data integrity.

Understanding the Load Data and Transform Map Process

Why Answer "D" is Correct:✔️"Mapping fields using a Field Map."

TheField Mapis created in theTransform Mapto define how fields from the import set match fields in the target table.

Mapping Assistis used tovisually linkthese fields, making it easier to set up the transformation process.

Why the Other Answers Are Incorrect:A. "Mapping fields using the Import Log."

Incorrectbecause theImport Logtracks the progress of an import job but does not provide field mapping.

The Import Log is used fortroubleshooting errors, not for mapping fields.

B. "Mapping fields using Transform History."

IncorrectbecauseTransform Historytracks past transformations and changes made during imports, but it isnot used for mapping fields.

It is used forauditing and debugging transformations, not field mapping.

C. "Mapping fields using an SLA."

IncorrectbecauseSLAs (Service Level Agreements)are used for tracking and enforcing deadlines on tasks,not for data mapping.

SLAs have no role in theLoad Data and Transform Mapprocess.

ServiceNow CSA Study Guide – Import Sets & Data Transformation

ServiceNow Docs: Transform Maps & Field Mapping(ServiceNow Documentation)

ServiceNow Docs: Mapping Assist Feature

References from the Certified System Administrator (CSA) Documentation:

In ServiceNow’sService Catalog, variables are used to capture user input when they request catalog items. These variables allow for dynamic and customized data collection for different service requests.

Among the options provided, the three validvariable typesthat can be added to aService Catalog Itemare:

Multiple Choice:

This variable type presents users with multiple predefined options, but only allows them to selectoneanswer.

Example: "What type of laptop do you need?" with options:MacBook, Windows Laptop, Chromebook.

Select Box:

Similar to Multiple Choice but presented in a drop-down format, making it useful when space needs to be conserved in a form.

Example: "Select your department" with a drop-down list ofIT, HR, Finance, etc.

Checkbox:

A simpleTrue/Falsevariable that allows users to check a box to indicate a selection.

Example: "Do you need an external monitor?" (Checkbox can be checked for 'Yes' or left unchecked for 'No').

Option A (True/False, Multiple Choice, and Ordered)

True/Falseis not a variable type in the Service Catalog. ServiceNow usesCheckboxfor Boolean (Yes/No) values instead.

Orderedisnot a valid Service Catalog variable type.

Option B (True/False, Checkbox, and Number List)

True/False is incorrect(ServiceNow uses "Checkbox" instead).

Number List is not a valid Service Catalog variable type.

Option C (Number List, Single Line Text, and Reference)

Number List is not a valid variable type.

Single Line Text and Reference are valid variables but were not all correct in this case.

ServiceNow Docs: Service Catalog Variableshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogVariables.html

ServiceNow CSA Official Training Guide (Service Catalog & Request Management)

Why the other options are incorrect?References from Certified System Administrator (CSA) Documentation:

In ServiceNow, user records are stored in theUser [sys_user]table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.

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

First Name & Last Name(first_name,last_name) – User’s full name.

Email(email) – The user’s email address.

Department(department) – The department to which the user belongs.

Roles(roles) – List of assigned roles that determine access permissions.

Active(active) – Indicates whether the user account is active or inactive.

B. User [sys_user_group]– Incorrect. This table storesgroups, not individual users.

C. User [syst_user_profile]– Incorrect. This table does not exist in ServiceNow.

D. User [user_profile]– Incorrect. There is no such table in ServiceNow.

ServiceNow Docs: User Administration – sys_user Table

ServiceNow CSA Study Guide – User and Group Administration

Key Fields in thesys_userTable:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

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

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

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

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

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

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

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

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

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

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

Business Rules are not stored in the CMDB.

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

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

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

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

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

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

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

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

Explanation of Each Option:

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

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

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

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

Additional Notes & Best Practices:

ServiceNow Docs: CMDB Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for CMDB Data Accuracy

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

InServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions tosave records. The two key operations in this context areInsertandUpdate.

Creates a new record in the database.

Saves the record and exits the form(returns to the list view or the previous screen).

The form is cleared after inserting the record.

It doesnotmodify an existing record; instead, it generates anew record with a new unique sys_id.

Example:

A user creates a newIncident, fills in details, and clicksInsert.

The systemsaves the new Incident and exitsto the list view.

Saves changes to an existing record.

Remains on the form after saving.

It doesnot create a new record; itmodifies the existing recordin place.

Example:

A user opens an existing Incident, changes the Priority, and clicksUpdate.

The systemsaves the changes but keeps the user on the form.

1. Insert Operation (Correct Description in Option C)2. Update Operation (Correct Description in Option C)

Why the Other Options Are Incorrect:A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)

Insert does not remain on the form; it exits after creating a new record.

B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)

Update does not exit the form; it remains on the form after saving.

D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)

Insert exitsafter creating a new record.

Update remains on the form, not exits.

Insert and Stay: This is avariation of Insert, whichcreates a new record but keeps the form openfor additional edits.

Submit vs. Insert:

Submitis typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).

Insertexplicitly saves a record as a new entry.

Additional Notes:

Example Scenario in Incident Management:Action

Result

Click "Insert"

Creates anewIncident andexitsthe form.

Click "Update"

Saves changes to theexistingrecord andstays on the form.

InServiceNow, theService Catalogis the primary module where users canorder services and productsoffered by various departments. The Service Catalog provides acentralized portalfor users to browse and requestIT, HR, Facilities, Finance, and other departmental servicesin a structured and automated way.

TheService Catalogis aself-service interfacewhere users can request predefined services, products, and resources.

It acts as adigital storefrontfor an organization's internal and external services.

Each service request follows aworkflowthat may includeapprovals, task assignments, and fulfillment processes.

Service Offerings:

Users can requesthardware (laptops, mobile devices, monitors), software, access permissions, or HR-related services (e.g., PTO requests, onboarding).

Structured Request Fulfillment:

Each request follows aworkflowwith assigned tasks to the appropriate fulfillment teams.

Example: A request for anew laptopis routed toIT Supportfor approval and processing.

Automation and Approvals:

Some catalog items requiremanagerial or departmental approvalsbefore fulfillment.

Example: Requesting access torestricted applicationsmight need approval from anIT admin.

Integration with Incident, Change, and Asset Management:

The Service Catalog can triggerchange requests, incidents, and asset updatesas part of the fulfillment process.

Access Through the Self-Service Portal:

Users can access theService Catalogvia theSelf-Service Portalfor quick and easy navigation.

What is the Service Catalog?Key Features of the Service Catalog:

Why Option A (Service Catalog) is Correct?TheService Catalogis the correct place toorder services and productsoffered by different departments in ServiceNow.

It provides astructured and automatedway to request, approve, and fulfill service requests.

Why Other Options Are Incorrect?B. Self-Service– TheSelf-Service Portalprovides access to the Service Catalog but is not where services are ordered directly.

C. Service Department– No such module exists in ServiceNow. Departments use theService Catalogto provide services.

D. Customer Service– TheCustomer Service Management (CSM)module is forexternal customers, not internal service requests.

ServiceNow Docs – Service Catalog Overviewhttps://docs.servicenow.com

ServiceNow Learning – Self-Service & Service Catalog Best Practices

References from Certified System Administrator (CSA) Documentation: