ServiceNow Updated CSA Exam Questions and Answers by adnan

TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.

When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.

Analysis of Each Option:Option

Contains "service"?

Appears in Navigator?

A. Configuration > Business Services

"Business Services" contains "service"

Appears

B. Self-Service > Knowledge

"Self-Service" contains "service"

Appears

C. Service Portal > Widgets

"Service Portal" contains "service"

Appears

D. Incident > Assigned to me

Does NOT contain "service"

Does NOT appear

Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".

Configuration > Business Services

The"Business Services"module underConfigurationincludes the word"service".

Self-Service > Knowledge

The"Self-Service"application contains the word"service", so this module appears.

Service Portal > Widgets

The"Service Portal"module contains the word"service", making it visible.

Incident > Assigned to me

Thisdoes NOT contain "service"in its path, so it willnotappear.

Why the Other Options Appear in the Application Navigator?

ServiceNow Docs: Using the Application Navigatorhttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation/concept/c_NavigatingThePlatform.html

References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".

In ServiceNow, every record in a table has a unique 32-character identifier calledsys_id. This ID uniquely identifies a record and is stored in thesys_id fieldfor every table.

sys_id is a globally unique identifierassigned to every record in ServiceNow.

It is a 32-character hexadecimal string, ensuring uniqueness across instances.

It remains constant for a record, even if other fields in the record are modified.

sys_id is used in API calls, reference fields, and update setsto track records across environments.

A. sn_rec_id:No such field in ServiceNow.

B. rec_id:Not a valid field in ServiceNow.

C. u_id:Not a standard ServiceNow field. Custom fields may use "u_" prefix butu_id is not a system field.

E. sn_gu_id:No such field in ServiceNow.

F. sn_sys_id:No such standard field in ServiceNow.

G. id:Generic term, but not a standard field in ServiceNow.

ServiceNow Data Model and sys_id Explained: ServiceNow Docs

sys_id Best Practices for Data Management

Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Thesys_idis crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.

In ServiceNow, the"Service Desk > My Groups Work"module is designed to display tasks assigned to a groupbut not yet assigned to an individual user.This means that even if an IT manager oversees theNetworkandHardwareassignment groups, they will not see any tasks in this listif all tasks have already been assigned to specific individualswithin the group.

Let’s break down whyoption Ais the correct answer and why the other options are incorrect:

The"My Groups Work"list only shows tasks that are assigned to thegroupbut have not been assigned to a specificindividualwithin the group.

If all tasks are assigned to specificteam members, then the manager will not see any tasks in this list.

The IT manager can verify this by navigating to theTask List(e.g., Incidents, Changes, or Requests) and filtering by theNetworkandHardwareassignment groups.

Explanation for Correct Answer (A):

Theitil roleallows users toview, create, update, and resolve incidents, changes, problems, and other ITSM tasks.

However, not having this role wouldrestrict accessto various ITSM functionalities, but itdoes notimpact whether tasks appear inMy Groups Work.

If the manager lacks theitilrole, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don’t see anything in the list.

TheService Desk groupis a separate entity in ServiceNow, typically associated with incident handling and user support.

TheMy Groups Workmodule isnot restricted to the Service Desk group—it displays work assigned toany groupthe user belongs to.

Since the manager is responsible for theNetwork and Hardwaregroups, being part of theService Deskgroup is irrelevant.

If the manager wasnot a memberof these groups, they wouldn't seeany group-related tasksat all.

However, the question states that the manager isresponsible for these groups, so it’s reasonable to assume they are either a member or at least agroup managerwith visibility.

Even if they were just a manager and not an officialgroup member, they would still be able to see the tasks assigned to the groups.

TheAssignment Group managerfield is an informational field that indicates who manages a group.

This fielddoes not controlwhat is displayed in theMy Groups Workmodule.

Even if this field were empty, it wouldn’t prevent a manager (who is a group member) from seeing unassigned tasks.

Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.(E) The Assignment Group manager field is empty.

ServiceNow CSA Guide - User Interface and Navigation

ServiceNow ITSM Fundamentals - Incident and Task Management

ServiceNow Role-Based Access Controls and Group Management

ServiceNow KB Articles - My Groups Work Module

References to Official Certified System Administrator (CSA) Documentation:

TheCMDB Builderis the primary tool used inServiceNow’s Configuration Management Database (CMDB)for creating and managingdependencies between Configuration Items(CIs). It provides agraphical interfacethat allows administrators and CMDB managers to visualize and define relationships between CIs efficiently.

Visual Representation of CI Dependencies:

CMDB Builder provides agraphical interfacethat allows users tocreate, modify, and deleterelationships between Configuration Items (CIs).

It helps in identifyingimpact analysisandservice dependenciesby mapping CIs and their relationships.

Supports Complex CI Relationships:

Allows definingparent-child,peer, anddependencyrelationships between CIs.

Helps in ensuring the accuracy ofservice mapsandIT asset relationships.

Drag-and-Drop Functionality:

Users candrag and dropCIs onto the builder canvas andconnect them using predefined relationships.

Integration with CMDB Relationship Rules:

CMDB Builder adheres toCMDB relationship rulesto ensure that onlyvalidrelationships are created.

Impact and Root Cause Analysis:

Helps introubleshooting IT incidentsby showing thedependencies between services.

Useful inchange managementto predict potentialimpactson downstream services before making changes.

Key Features of CMDB Builder:

A. CI Relationship Editor:

TheCI Relationship Editorallows users toview and edit relationshipsbetween CIs in atabular formatbutdoes not provide a graphical dependency visualizationlike CMDB Builder.

It is moremanual and less interactivecompared to CMDB Builder.

C. CI Service Manager:

CI Service Manageris used for managingCI service mappingsbut isnot primarily a tool for creating dependencies between CIs.

It is more focused ondefining service-level relationshipsrather thanbuilding CMDB dependency models.

D. CI Class Manager:

CI Class Manageris used formanaging CI classes, attributes, and extending CMDB class structures.

It is not used forcreating dependencies between configuration items.

Why Other Options Are Incorrect:

ServiceNow CMDB Guide:CMDB Builder Overview

ServiceNow Best Practices for CMDB:CMDB Relationship Management

ServiceNow Admin Documentation:Understanding CMDB Dependency Management

References from the Certified System Administrator (CSA) Documentation:

Final Answer:CMDB Builder (Option B) is the correct answer, as it is the primary tool used to create, manage, and visualize dependencies between CIs in ServiceNow's CMDB.