Where would you go in ServiceNow to order services and products offered by various departments?
Service Catalog
Self Service
Service Department
Customer Service
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:
Reports can be created from which different places in the platform? (Choose two.)
List column heading
Metrics module
Statistics module
View / Run module
In ServiceNow, reports can be created from multiple locations within the platform. Reports provide insights into data stored within the system and help visualize trends, patterns, and key performance indicators (KPIs). The two correct locations from which reports can be created are:
ServiceNow allows users to create a report directly from a list view.
This feature is useful when working with records in a table, as it enables quick reporting based on the visible columns.
To generate a report from a list view:
Navigate to a list view (e.g., Incidents, Requests, etc.).
Click on acolumn headingto access the context menu.
SelectBar Chart, Pie Chart, or other visualization optionsto generate an instant report.
If needed, refine the report using the reporting interface.
TheView / Run moduleis the primary location for creating and managing reports in ServiceNow.
It allows users tocreate new reports, modify existing reports, and run pre-built reports.
Users can access theReport Designerfrom this module, where they can configure:
Data sources (tables)
Report type (bar chart, pie chart, trend, etc.)
Filters and conditions
Visualization settings
To access it:
Navigate toReports > View / Runin the Application Navigator.
ClickCreate a Reportto start building a new report.
1. List Column Heading (Correct)2. View / Run Module (Correct)Why the Other Options Are Incorrect:B. Metrics module (Incorrect)
TheMetrics modulein ServiceNow is used to track and measure the performance of records over time, but it isnot used to create reports.
Metrics focus on data such astime to resolution, SLA compliance, and process efficiency, but reporting is handled separately in the Reports module.
C. Statistics module (Incorrect)
ServiceNow does not have a dedicatedStatistics modulefor report creation.
While reports can generate statistical insights, this is done within theView / Run moduleand not a standalone "Statistics module."
From the User menu, which actions can a user select? (Choose three.)
Send Notifications
Log Out ServiceNow
Elevate Roles
Impersonate Users
Order from Service Catalog
Approve Records
TheUser Menuin ServiceNow is accessible from the top-right corner of the interface by clicking on the user’s avatar or name. This menu provides various options that allow users to manage their sessions, roles, and impersonation settings.
The three correct actions a user can select from the User Menu are:
TheLog Outoption allows users to end their session and securely exit ServiceNow.
It is an essential feature for security and session management.
Location:User Menu > Log Out
Users with appropriate privileges (such as administrators) canelevate their rolesto gain temporary access to higher permissions.
This is primarily used when a user needs elevated access (e.g.,security_admin) to perform specific administrative actions.
Location:User Menu > Elevate Roles
Example:
A system administrator can elevate their role tosecurity_adminto access security-related configurations.
TheImpersonate Userfeature allows an administrator to act as another user without needing their credentials.
This is useful for troubleshooting, testing permissions, and verifying user-specific configurations.
Location:User Menu > Impersonate User
Example:
An admin impersonating a regular user can verify that the correct permissions and UI settings are applied.
1. Log Out ServiceNow (Correct)2. Elevate Roles (Correct, for Admin Users)3. Impersonate Users (Correct, for Admin Users)
Why the Other Options Are Incorrect:A. Send Notifications (Incorrect)
The User Menudoes notinclude an option to send notifications.
Notifications (emails, push notifications, SMS) are managed through:
System Notification > Email > Notifications
Outbound SMS or Messaging Settings
E. Order from Service Catalog (Incorrect)
Users can order items from theService Catalog, butthis action is not available from the User Menu.
Instead, users access the Service Catalog through:
Self-Service > Service Catalog
Requests and Catalog Items pages
F. Approve Records (Incorrect)
Users canapprove recordsif they have approval roles (e.g.,approver), but this action is not directly available from theUser Menu.
Approvals are managed through:
My Approvalsin Self-Service
The Approvals module in theServiceNow application navigator
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>TASK (Number)
FULFILLMENT (Number)>RITM (Number)>TASK (Number)
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:
Which would NOT appear in the History section of the Application Navigator?
Records
UI Pages
Lists
Forms
TheHistory sectionin theApplication Navigatortracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.
What Appears in the History Section?The History sectionlogs user activityrelated to:
Records (Option A)– Recently viewed records from any table, such as incidents, requests, or tasks.
Lists (Option C)– Any list views a user has accessed, such asIncident ListorChange Request List.
Forms (Option D)– Any individual record viewed in form view, such as anincident formoruser form.
Why is Option B (UI Pages) Correct?UI Pages do NOT appear in the History section.
UI Pagesare special custom pages built with Jelly scripting and used forcustom interfaces, portals, and dashboards(e.g., Service Portal pages).
Since they do not represent individual records, lists, or forms,they are not included in the user’s History tracking.
Why Are the Other Options Incorrect?A. Records
Recordsare individual database entries (e.g., specific incidents, change requests, or users).
Since records are frequently accessed, theyare logged in History.
C. Lists
Listsdisplay multiple records from a table (e.g., all open incidents).
Since users navigate through lists frequently, theyare logged in History.
D. Forms
Formsare used to view or edit individual records (e.g., an incident form).
Since forms are commonly accessed, theyare logged in History.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Application Navigator & History
????ServiceNow Application Navigator Documentation
"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."
"Custom UI Pages are not included in History tracking."
What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used one time on the same import set
Coalesce fields are used only after running Transform
Any user can manage and set up import sets
An existing Transform Map can be used multiple times on the same import set
When importing data intoServiceNow, anImport Setis created, and aTransform Mapis used to map data from the Import Set table to a target table (such asincident,cmdb_ci, oruser).
ATransform Mapdefineshow data from an Import Set is transferred to the target table. One of its key characteristics is that it can beused multiple times on the same import setto reprocess data or correct mapping errors.
Import Set Table:
Temporary storage for incoming data.
Data remains in the Import Set table until transformed.
Transform Map:
Areusable mappingthat determines how fields in the Import Set correspond to fields in the target table.
Can be runmultiple timeson the same Import Set data.
Coalesce Fields:
Usedbefore transformationto determine whether toupdate existing records or create new ones.
Key Characteristics of Importing Data in ServiceNow:
You import a CSV file into anImport Set Table.
You apply aTransform Mapto map data to theUser (sys_user) table.
If an issue occurs, you canrerun the Transform Map on the same Import Setinstead of reimporting the file.
Example Scenario:
A. An existing Transform Map can be used one time on the same import set– Incorrect.
Transform Maps can be reusedmultiple times on the same Import Set data.
B. Coalesce fields are used only after running Transform– Incorrect.
Coalesce fields are used before transformationto determine if a record should be updated or inserted.
C. Any user can manage and set up import sets– Incorrect.
Onlyusers with the appropriate roles(such asimport_adminoradmin) can manage Import Sets.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Import Sets and Transform Maps
ServiceNow CSA Study Guide → Data Import and Management
ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets
References from Certified System Administrator (CSA) Documentation:
What module in the Service Catalog application does an Administrator access to begin creating a new item?
Maintain Categories
Maintain Items
Content Items
Items
In ServiceNow, theService Catalogapplication allows administrators to create, configure, and manage catalog items that users can request. To create a new catalog item, administrators must access the correct module within theService Catalogapplication.
Maintain Categories (Option A)
This module is used to create and managecategorieswithin the Service Catalog.
Categories are used to organize catalog items into logical groups but do not allow the creation of actual catalog items.
Maintain Items (Option B)(Correct Answer)
This module is used tocreate, edit, and manage catalog itemsin the Service Catalog.
It provides options to define the item name, description, fields, workflows, and pricing details.
Administrators use this module when they want tobegin creating a new catalog item.
Content Items (Option C)
This module is related toContent Management System (CMS) and Knowledge Basebut is not used for creating standard Service Catalog items.
It allows administrators to create links to external content rather than actual requestable catalog items.
Items (Option D)
TheItemsmodule displays catalog items but does not allow an administrator to create new ones.
It is primarily forviewingitems rather than maintaining them.
Explanation of the Available Options:
The"Maintain Items"module is theonlymodule where administrators can create, edit, and manage catalog items in ServiceNow.
Other options either relate to categories, content management, or viewing existing items, making them incorrect choices.
Why is "B. Maintain Items" the Correct Answer?
ServiceNow Product Documentation - Service Catalog Administration????https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-catalog-management/concept/service-catalog-management.html
ServiceNow CSA Exam Guide - Service Catalog & Request Fulfillment
ServiceNow Fundamentals Training - Creating and Managing Catalog Items
References from Official CSA Documentation:
What refers to an application or system that accesses a remote service or another computer system, known as a server?
Server
Client
Script
Policies
In computing and networking, aclientrefers to anapplication or system that accesses a remote service or another computer system (known as a server). The client-server model is a fundamental concept in computing, where:
A client sends requeststo a server.
The server processes the requestand sends back a response.
This architecture is widely used inweb applications, databases, and ServiceNowitself, whereclients interact with the ServiceNow platform (server) via a web browser or API requests.
In ServiceNow, theclienttypically refers toa user’s browser or an external system making requests via API calls.
Theserveris the ServiceNow instance, which processes requests and returns responses.
Client-side scripts(such asClient ScriptsorUI Policies) run on the user's browser, whileserver-side scripts(such as Business Rules and Script Includes) execute on the ServiceNow server.
How This Relates to ServiceNow:
A. Server→ A serverreceives requestsand processes them but is not the requesting entity.
C. Script→ A script is apiece of codethat executes certain actions but does not represent an entire system accessing a service.
D. Policies→ Policies definerules or behaviors(e.g., UI Policies, Data Policies) but do not access a remote service.
Why Other Options Are Incorrect:
ServiceNow Documentation:Client and Server in ServiceNow
CSA Exam Guide:CoversClient and Server architecturein ServiceNow.
Reference from CSA Documentation:
How are Workflows moved between instances?
Workflows are moved using Update Sets
Workflows are moved using Transform Maps
Workflows are moved using Application Sets
Workflows cannot be moved between instances
Workflows inServiceNoware typically moved between instances usingUpdate Sets. Update Sets serve as a mechanism for capturing customizations and migrating them across different environments, such asDevelopment (Dev) → Test → Production (Prod).
Recording Customizations:
When a workflow is modified or created, its changes are recorded in an Update Set if theUpdate Set is active.
Capturing Related Records:
Workflows consist of multiple components (e.g., activities, conditions, transitions).
Update Sets capture theWorkflow Versionand associatedWorkflow Activities.
Exporting and Importing:
The Update Set containing the workflow is exported from the source instance (e.g., Dev).
It is then imported into the target instance (e.g., Test or Prod).
Commit the Update Set:
After import, the Update Set must be reviewed and committed to apply the changes in the target instance.
B. Workflows are moved using Transform Maps
Incorrect: Transform Maps are used forimporting and mapping datafrom external sources into ServiceNow tables, not for migrating configurations like workflows.
C. Workflows are moved using Application Sets
Incorrect: There is no such thing as "Application Sets" in ServiceNow. However,Applications (Scoped Apps)can be moved usingApplication Repositories (App Repo)orUpdate Sets, but this is different from standard Workflow migration.
D. Workflows cannot be moved between instances
Incorrect: Workflowscanbe moved usingUpdate Sets, and in scoped applications, they can also be packaged with the application.
How Update Sets Work for Workflows?Why Other Options Are Incorrect?
ServiceNow Product Documentation - Update Sets
Update Sets Overview
Moving Customizations Using Update Sets
ServiceNow Workflows
Workflow Management
References from ServiceNow CSA Documentation:
Which of the following allows a user to edit field values in a list without opening the form?
Data Editor
Edit Menu
List Editor
Form Designer
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.
