ServiceNow Updated CSA Exam Questions and Answers by luna-rose

The CI Dependency View in ServiceNow visualizes relationships between Configuration Items (CIs), allowing IT teams to trace dependencies between infrastructure components, such as servers, applications, and services.

Relationships define dependencies between Configuration Items (CIs) in the Configuration Management Database (CMDB).

The CI Dependency View uses relationships to map infrastructure components and their service dependencies.

A Server (CI) hosts a Database (CI) → The database supports an Application (CI) → The application provides a Service (CI).

By viewing CI Relationships, you can trace failures upstream or downstream to understand the impact.

Key Concept: CI RelationshipsExample Scenario:

A. Service Tracer → ❌ Incorrect

No such feature called "Service Tracer" exists in ServiceNow.

B. Automapping Utility → ❌ Incorrect

Auto-Discovery tools help populate the CMDB, but they do not enable tracing in the CI Dependency View.

D. Transform Map → ❌ Incorrect

Transform Maps are used in Import Sets to map data between tables, not for dependency mapping.

Why Other Options Are Incorrect?

CI Dependency Views

Understanding CMDB Relationships

Official ServiceNow Documentation Reference:

✔ Formatters in ServiceNow allow administrators to add additional information to a form that is not part of a table's field structure.

Common Formatters in ServiceNow:

Activity Formatter – Displays updates like comments, work notes, and system-generated logs.

Process Flow Formatter – Shows the workflow stages of a record (e.g., Change Request approval process).

Timeline Formatter – Displays a chronological view of activities related to the record.

Option A (Duplicating a form view) is incorrect because duplicating a form view only creates a new layout for different users, but does not add additional information.

Option C (Modifying the layout to two columns) is incorrect because changing the layout does not add new elements, just arranges existing fields differently.

Option D (Dragging fields from the form elements panel) is incorrect because fields already exist in the table, whereas formatters provide extra contextual data.

???? Reference: ServiceNow Form Design & Formatters Documentation

In ServiceNow, a Group is a collection of users who share common responsibilities and access rights within the system. Groups are primarily used to facilitate:

Role-Based Access Control (RBAC): Assigning roles and permissions collectively to a set of users.

Task Assignment: Groups can be assigned to handle incidents, change requests, and approvals.

Notification Management: Groups can be used for sending system notifications to multiple users at once.

C. A collection of users ✅

A group in ServiceNow consists of multiple users who work together on tasks, approvals, or system activities.

Groups simplify user administration by allowing permissions and responsibilities to be assigned collectively instead of individually.

Examples of groups:

Service Desk (handles incident tickets)

Change Advisory Board (CAB) (approves change requests)

HR Team (manages HR cases)

A. An escalation pod ❌

ServiceNow does not use the term "escalation pod" to define a group.

Escalations are handled through priority rules and workflows, not groups.

B. A department ❌

A department is an organizational unit (e.g., HR, IT, Finance), while a group is a functional collection of users.

Departments and groups are separate entities in ServiceNow.

D. A collection of subject matter experts ❌

While some groups may consist of SMEs, this is not the definition of a group.

Groups can have users of different expertise levels, not just experts.

E. A team of users ❌

Although groups may act as "teams," the official ServiceNow definition of a group is a collection of users, which is more precise.

"Team" is a more informal term, while "group" is the structured term used in the platform.

Official ServiceNow Documentation: Groups and Users

ServiceNow Administration Guide: User and Group Management

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

Employee Self-Service (ESS) is the interface in ServiceNow that allows employees to:

Search for knowledge articles.

Submit service requests.

View notifications and communication updates.

ESS is designed to provide a simple, user-friendly interface for employees to interact with IT and other departments.

Explanation of Incorrect Options:

Customer Service Management (A) → Used for customer support, not internal employee requests.

Service Portal (B) → A broader framework that ESS can be built on, but ESS is the specific user interface for employee interactions.

One Stop Shop (D) → Not a standard ServiceNow term or interface.