A Service Catalog may include which of the following components?
D
Explanation:
In ServiceNow, the Service Catalog is a structured collection of IT and business services that users can
request. It is designed to provide a self-service experience for end-users, streamlining service
requests and automating fulfillment processes. The main components of a Service Catalog include:
Record Producers – These are simplified forms that allow users to create records in various tables
without requiring direct access to those tables. They enable users to submit requests or incidents
through the catalog in a user-friendly manner.
Order Guides – These facilitate the ordering of multiple related catalog items in a single request. For
example, when a new employee is onboarded, an order guide can group multiple items such as a
laptop, software access, and a phone.
Catalog Items – These are the individual items or services that users can request through the Service
Catalog. Examples include hardware (like laptops and monitors), software access, and other business
services.
Why the Other Options Are Incorrect:
Option A (Order Guides, Exchange Rates, Calendars) –
Exchange Rates and Calendars are not part of the Service Catalog framework in ServiceNow.
While Exchange Rates may be relevant in financial applications, they do not define the core
components of the Service Catalog.
Calendars are used for scheduling, but they do not form part of the Service Catalog structure.
Option B (Order Guides, Catalog Items, and Interceptors) –
Interceptors are used to guide users through form-based submissions, but they are not a
fundamental component of the Service Catalog.
Order Guides and Catalog Items are correct, but the presence of Interceptors makes this option
incorrect.
Option C (Catalog Items, Asset Contracts, Task Surveys) –
Asset Contracts relate to IT Asset Management (ITAM) and are not core Service Catalog components.
Task Surveys are used for feedback collection but are not part of the core structure of a Service
Catalog.
Reference:
ServiceNow CSA Documentation: Service Catalog Overview
ServiceNow CSA Learning Path: Service Catalog Fundamentals
ServiceNow Product Documentation: Order Guides & Record Producers
Which one of the following statements applies to a set of fields when they are coalesced during an
import?
A
Explanation:
Coalescing is a crucial concept in ServiceNow's data import process. When a set of fields are marked
as "coalesce" in a Transform Map, they act as unique identifiers to determine if an existing record
should be updated rather than creating a new one.
How Coalescing Works in ServiceNow Imports:
If a match is found based on the coalesce field(s):
The system updates the existing record with the new data from the import.
If no match is found:
A new record is created.
This means that coalescing helps maintain data integrity by preventing duplicate records while
ensuring existing records receive updates when necessary.
Why is Option A Correct?
When a record in the target table matches the value(s) in the coalesce field(s), ServiceNow updates
that existing record instead of creating a new one.
This ensures that data is synchronized correctly rather than creating duplicate entries.
Why Are the Other Options Incorrect?
Option B (Incorrect): "If a match is not found using the coalesce fields, the system does not create a
Transform Map."
❌
The Transform Map is always created before the import process even starts. The presence or
absence of a match has no impact on the Transform Map itself.
Option C (Incorrect): "If a match is found using the coalesce fields, the system creates a new record."
❌
If a match is found, the existing record is updated, not replaced or duplicated.
Option D (Incorrect): "If a match is not found using the coalesce fields, the existing record is updated
with the information being imported."
❌
If a match is not found, a new record is created, not an update to an existing one.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow CSA Official Documentation on Data Import & Transform Maps:
ServiceNow Docs - Transform Maps
"If a field is coalesced, the system checks for matching records before inserting new ones. If a match
is found, the existing record is updated; if no match is found, a new record is created."
Conclusion:
✅
The correct answer is A. If a match is found using the coalesce fields, the existing record is
updated with the information being imported.
Understanding coalescing is vital for any ServiceNow administrator to ensure data integrity, avoid
duplicates, and maintain system efficiency when handling data imports.
As it relates to ServiceNow reporting, which of the following statements describes what a metric can
do?
C
Explanation:
In ServiceNow, metrics are essential tools used to track and measure key performance indicators
(KPIs) related to IT Service Management (ITSM) processes. They help organizations assess how
effectively they are meeting their objectives by collecting data over time.
Understanding ServiceNow Metrics:
Definition of a Metric:
A metric in ServiceNow refers to a method of measuring and evaluating the performance and
effectiveness of IT service management processes over time.
It allows organizations to track changes in records and measure how long specific conditions exist
within a workflow.
Key Characteristics of a Metric:
It is used to assess process performance and evaluate efficiency within IT services.
It provides quantifiable data to analyze trends and improvements in Service Management.
Common use cases include tracking incident resolution times, change request approvals, and SLA
compliance.
Why Answer "C" is Correct:
️
"A metric is used to measure and evaluate the effectiveness of IT service management
✔
processes."
This definition aligns precisely with how ServiceNow defines metrics—they track, measure, and
analyze the efficiency of various ITSM processes over time.
Metrics help organizations understand service performance trends and make data-driven decisions.
Why the Other Answers Are Incorrect:
❌
A. "A metric is a report gauge used on homepages to display real-time data."
Incorrect because gauges are UI elements that visualize data from reports or metrics but are not
themselves metrics. Metrics collect and measure data, whereas gauges display the information.
❌
B. "A metric is a time measurement used to report the effectiveness of workflows and SLAs."
Incorrect because while time-based metrics exist (e.g., tracking how long an incident stays in a
particular state), metrics in ServiceNow are broader and not limited to time measurement alone.
❌
D. "A metric is a comparative measurement used to report the effectiveness of workflows and
SLAs."
Incorrect because metrics are not necessarily comparative; they are absolute measures of process
effectiveness. Metrics provide raw performance data, which can later be compared or analyzed over
time.
Reference from the Certified System Administrator (CSA) Documentation:
ServiceNow CSA Study Guide – Reporting & Performance Analytics
ServiceNow Docs: Metrics Definition & Configuration (ServiceNow Docs - Metrics)
ServiceNow Performance Analytics & Reporting Overview
The display sequence is controlled in a Service Catalog Item using which of the following?
C
Explanation:
In ServiceNow’s Service Catalog, the display sequence of variables within a Catalog Item is controlled
by the Order field in the Variable form. The Order field determines the position in which the variables
appear when a user fills out a catalog item. Lower values appear first, and higher values appear later.
Explanation of Each Option:
(A) The Default Value field in the Catalog Item form – Incorrect
The Default Value field sets an initial value for a variable but does not control 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 is no such field called "Sequence" in the Catalog Item form. The field that determines the
sequence of variables is the Order field in the Variable form.
(C) The Order field in the Variable form – Correct
Each variable in a catalog item has an Order field.
Variables with a lower order number are displayed before those with a higher order number.
If multiple variables have the same order value, ServiceNow orders them based on internal system
processing order.
(D) The Choice field in the Variable form – Incorrect
The Choice field applies only to Multiple Choice, Select Box, and Radio Button variables, determining
the selectable options for users. It does not control the display sequence of variables in a catalog
item form.
Additional Notes & Best Practices:
It is a best practice to use incremental 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 respected unless a layout configuration (e.g., multi-column form layout)
changes the positioning.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Creating and Configuring Service Catalog Variables
https://docs.servicenow.com
ServiceNow Community Best Practices for Service Catalog Variables
https://community.servicenow.com
Reports can be created from which different places in the platform? (Choose two.)
A,D
Explanation:
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:
✅
1. List Column Heading (
Correct)
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 a column heading to access the context menu.
Select Bar Chart, Pie Chart, or other visualization options to generate an instant report.
If needed, refine the report using the reporting interface.
✅
2. View / Run Module (
Correct)
The View / Run module is the primary location for creating and managing reports in ServiceNow.
It allows users to create new reports, modify existing reports, and run pre-built reports.
Users can access the Report Designer from 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 to Reports > View / Run in the Application Navigator.
Click Create a Report to start building a new report.
Why the Other Options Are Incorrect:
❌
B. Metrics module (Incorrect)
The Metrics module in ServiceNow is used to track and measure the performance of records over
time, but it is not used to create reports.
Metrics focus on data such as time 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 dedicated Statistics module for report creation.
While reports can generate statistical insights, this is done within the View / Run module and not a
standalone "Statistics module."
Reference:
ServiceNow Documentation: Creating and Running Reports
ServiceNow CSA Learning Path: Reporting and Performance Analytics
ServiceNow Docs: Working with Lists and Reports
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
A, C ,B
Explanation:
The Knowledge Base (KB) Search functionality in ServiceNow is designed to help users find the most
relevant articles efficiently. ServiceNow provides various sorting options for search results to ensure
that users can access the most useful information.
Sorting Options in Knowledge Base Search:
When users search for articles within a Knowledge Base, the results can be sorted using three
primary criteria:
✅
Most Recent Update (
Option A)
This sorting method ranks articles based on their last modified date.
Newer or recently updated articles appear higher in the search results.
This ensures users see the most current information first.
✅
Popularity (
Option B)
Popularity is determined by user interactions such as article views, feedback ratings, and usage.
More frequently accessed or positively rated articles are ranked higher.
This helps prioritize articles that have been helpful to other users.
✅
Relevancy (
Option C)
The ServiceNow platform uses an internal search algorithm to determine relevance based on
keywords, titles, and content within the article.
More relevant articles appear at the top, ensuring users get the most appropriate answers to their
queries.
Why Are the Other Options Incorrect?
❌
D . Manager Assignment (
Incorrect)
Knowledge articles are not sorted by manager assignment.
Manager assignment applies to workflows and approvals, not to search ranking.
❌
E . Number of Views (
Incorrect)
While article popularity is a ranking factor, ServiceNow does not provide a direct "Sort by Number of
Views" option.
The "popularity" metric includes views but also considers other engagement factors like helpfulness
ratings.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs – Knowledge Management: Search and Filtering
ServiceNow Knowledge Management Docs
"Knowledge articles can be sorted by relevance, popularity, or most recent update to ensure users
find the most useful and up-to-date information."
Conclusion:
✅
The correct answers are:
A . Most recent update (Sorts by last modified date)
B . Popularity (Sorts based on article usage and engagement)
C . Relevancy (Sorts based on keyword matching and importance)
Understanding Knowledge Base search sorting is essential for ServiceNow administrators to help
users find the right information efficiently.
What is the path an Administrator could take to view the fulfillment stage task list for an order placed
by a user?
C
Explanation:
ServiceNow uses a hierarchical structure to manage Service Catalog requests:
REQ (Request Record)
The Request (REQ#) is the parent record that represents the entire service request submitted by a
user.
It groups all requested items and their associated tasks.
Found in the sc_request table.
RITM (Requested Item Record)
The Requested Item (RITM#) is the specific catalog item ordered by the user within a request.
A single REQ can have multiple RITMs if the user ordered multiple items in a single request.
Found in the sc_req_item table.
TASK (Catalog Task Record)
The Task (TASK#) is the individual fulfillment action required to complete the requested item.
A single RITM can have multiple tasks, each assigned to different fulfillment teams.
Found in the sc_task table.
Why Answer "C" is Correct:
️
REQ (Number) > RITM (Number) > TASK (Number)
✔
This is the correct path because it follows the ServiceNow 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 overall Request (REQ#) to individual
Requested Items (RITM#) and finally to the Tasks (TASK#) assigned to fulfill those items.
Why the Other Answers Are Incorrect:
❌
A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)
Incorrect because the REQ# (Request) comes first before 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)
Incorrect because not all requests involve procurement.
The last step should be TASK (sc_task), not PROCUREMENT unless it's a procurement-related request.
❌
D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)
Incorrect because "FULFILLMENT" is not a standard record type in ServiceNow.
The correct hierarchy starts with REQ# (sc_request), not "FULFILLMENT."
Reference from the Certified System Administrator (CSA) Documentation:
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)
Which term refers to application menus and modules which you may want to access quickly and
often?
B
Explanation:
In ServiceNow, Favorites allow users to quickly access application menus and modules that they
frequently use. By marking an application menu or module as a favorite, it appears under the
Favorites tab in the Application Navigator, making navigation faster and more efficient.
Explanation of Each Option:
(A) Breadcrumb – Incorrect
Breadcrumbs in ServiceNow show the navigation path within a list view or form.
They help users filter data quickly but do not store shortcuts for quick access.
(B) Favorite – Correct
The Favorite feature in ServiceNow allows users to save frequently used menus and modules for
quick access.
Users can add, remove, and reorder favorites for better personalization.
Located in the Application Navigator, favorites appear at the top for easy access.
Favorites can include forms, records, reports, or dashboards.
(C) Tag – Incorrect
Tags are used to organize and categorize records (e.g., incidents, problems, change requests).
Tags help users group related records but do not create direct menu shortcuts.
(D) Bookmark – Incorrect
ServiceNow does not use the term "Bookmark" for quick access to menus and modules.
While users can bookmark URLs in a web browser, this is different from ServiceNow’s built-in
Favorites feature.
Additional Notes & Best Practices:
Users can customize Favorites by renaming them or selecting an icon for better visibility.
Admins can pre-configure favorites for users based on roles to improve productivity.
Favorites improve user efficiency by reducing the number of clicks needed to reach frequently used
items.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Using Favorites in the Application Navigator
https://docs.servicenow.com
ServiceNow Community: Personalizing the Application Navigator with Favorites
https://community.servicenow.com
What is generated from the Service Catalog once a user places an order for an item or service?
C
Explanation:
When a user places an order for an item or service from the Service Catalog in ServiceNow, the
system generates a Request (REQ). This is a core component of Request Management within the IT
Service Management (ITSM) module.
Understanding the Request Process in ServiceNow:
User Places an Order:
The user selects an item from the Service 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):
This Request (REQ#) acts as the umbrella record that tracks the order as a whole.
It is stored in the sc_request table.
Creation of Requested Items (RITM#):
Each item within the request generates a Requested Item (RITM#), stored in the sc_req_item table.
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 more Catalog Tasks (SCTASK#) in the sc_task table.
These tasks define the steps required to fulfill the request (e.g., procurement, approval, and
configuration).
Explanation of Incorrect Answers:
A . A Change Request – Incorrect. A Change 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. An Order Guide is 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. A Service Level Agreement (SLA) may be associated with the request or tasks,
but it is not automatically generated when a request is placed.
Reference from Certified System Administrator (CSA) Documentation:
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
From the User menu, which actions can a user select? (Choose three.)
B, C, D
Explanation:
The User Menu in 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:
✅
1. Log Out ServiceNow (
Correct)
The Log Out option 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
✅
2. Elevate Roles (
Correct, for Admin Users)
Users with appropriate privileges (such as administrators) can elevate their roles to 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 to security_admin to access security-related
configurations.
✅
3. Impersonate Users (
Correct, for Admin Users)
The Impersonate User feature 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.
Why the Other Options Are Incorrect:
❌
A. Send Notifications (Incorrect)
The User Menu does not include 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 the Service Catalog, but this 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 can approve records if they have approval roles (e.g., approver), but this action is not directly
available from the User Menu.
Approvals are managed through:
My Approvals in Self-Service
The Approvals module in the ServiceNow application navigator
Reference:
ServiceNow CSA Documentation: User Menu Overview
ServiceNow CSA Learning Path: User Menu and Elevate Roles
ServiceNow Docs: Impersonate Users in ServiceNow
Buttons, form links, and context menu items are all examples of what type of functionality?
B
Explanation:
In ServiceNow, UI Actions are used to add buttons, links, and context menu items to forms and lists,
enabling users to perform specific actions easily. UI Actions are essential for customizing the user
experience and streamlining workflow interactions.
Understanding UI Actions in ServiceNow:
UI Actions allow administrators to create interactive elements such as:
Buttons (e.g., "Save," "Approve," "Reject")
Form Links (Clickable links that trigger actions on a record)
Context Menu Items (Right-click menu options for records in lists and forms)
They can execute client-side (via JavaScript) or server-side (via scripts or GlideRecord API calls).
UI Actions enhance usability by allowing quick execution of tasks without navigating through
multiple screens.
Why is Option B (UI Action) Correct?
✅
Buttons, form links, and context menu items are all created and managed using UI Actions in
ServiceNow.
UI Actions define what happens when a button or menu item is clicked, including executing scripts,
navigating to a different page, or performing an operation on a record.
Why Are the Other Options Incorrect?
❌
A. Business Rule
Business Rules run automatically on the server-side when records are inserted, updated, deleted, or
queried.
They do not create buttons, links, or context menu items on the UI.
❌
C. Client Script
Client Scripts execute on the client-side (browser) and are used for form validation, field changes,
and UI behavior modifications.
They do not create UI elements like buttons or menu items.
❌
D. UI Policy
UI Policies dynamically change form field behavior (e.g., hiding, showing, making fields mandatory,
or read-only).
They do not add buttons or context menu items.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs – UI Actions Overview
ServiceNow UI Actions Documentation
"UI Actions add buttons, links, and context menu items on forms and lists to enhance user
interaction with the ServiceNow platform."
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
B
Explanation:
In ServiceNow, the Service Catalog is a centralized portal where users can request IT services,
hardware, software, and other business-related items. Within the Service Catalog, the fundamental
components are known as Service Catalog Items.
Understanding Service Catalog Items
Definition of Service Catalog Items:
A Service Catalog Item represents a specific service, product, or action that a user can request from
the Service Catalog.
It is the core component that defines what users can request.
Examples include:
Requesting a new laptop
Submitting an access request
Ordering a software installation
Why They Are the "Building Blocks" of the Service Catalog:
All Service Catalog requests are based on catalog items—without them, the catalog has no offerings.
Each item has associated workflows, approvals, and fulfillment processes that define how the
request is handled.
They form the foundation of the Service Catalog because every service request must be tied to an
item.
Why Answer "B" is Correct:
️
"They are the building blocks."
✔
Service Catalog Items serve as the fundamental components of the catalog.
They define what services and products are available for request.
Without catalog items, the Service Catalog would not function as intended.
Why the Other Answers Are Incorrect:
❌
A. "They run behind the scenes."
Incorrect because Service Catalog Items are visible to users in the Service Catalog portal.
While workflows and fulfillment processes may operate in the background, the items themselves are
not hidden.
❌
C. "They are optional."
Incorrect because Service Catalog Items are mandatory for a functioning Service Catalog.
The catalog is useless without catalog items, making them essential, not optional.
❌
D. "They provide options."
Incorrect because while Service Catalog Items can have variables (such as dropdown selections or
checkboxes), their primary role is not just to provide options but to define the services available.
Reference from the Certified System Administrator (CSA) Documentation:
ServiceNow CSA Study Guide – Service Catalog & Request Management
ServiceNow Docs: Service Catalog Overview (ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_catalog, sc_cat_item, sc_request, sc_task)
Table Access Control rules are processed in the following order:
B
Explanation:
In ServiceNow, Table Access Control (ACL) rules define the permissions for accessing records within a
table. When a user attempts to access a record, ServiceNow processes ACL rules in a specific order to
determine if the user has the necessary permissions.
Order of Processing ACL Rules:
Specific Table Name ACLs
ServiceNow first checks ACL rules that are defined for the exact table being accessed.
If there are multiple ACL rules for the same table, ServiceNow evaluates them from most specific to
least specific (i.e., field-level ACLs before table-level ACLs).
Parent Table Name ACLs (If applicable)
If the table inherits from another table (e.g., Incident inherits from Task), ServiceNow next checks
ACL rules on the parent table.
This ensures that inherited rules are properly applied.
Wildcard ACLs (*) (Any table)
If no explicit ACL rule is found for the table or its parent, ServiceNow checks wildcard ACL rules (*),
which apply to all tables.
Wildcard ACLs act as a last resort when no table-specific rules exist.
Explanation of Each Option:
(A) any table name (wildcard), parent table name, table name – Incorrect
Wildcard rules (*) are processed last, not first.
(B) table name, parent table name, any table name (wildcard) – Correct
This follows the correct processing order:
First: ACLs for the specific table
Second: ACLs for the parent table (if applicable)
Third: Wildcard ACLs (*)
(C) parent table name, table name, any table name (wildcard) – Incorrect
Parent table ACLs are checked after table-specific ACLs, not before.
(D) any table name (wildcard), table name, parent table name – Incorrect
Wildcard ACLs (*) are always processed last, so this order is incorrect.
Additional Notes & Best Practices:
Field-level ACLs (column-specific) take precedence over table-level ACLs.
If multiple ACL rules apply, all must evaluate to true for access to be granted.
Explicit Deny: If an ACL rule explicitly denies access, the user is denied, even if another ACL grants
access.
Always Test ACLs: Use the "Security Debugging" feature (/sys_security_acl_list.do) to verify how ACLs
are applied.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: How Access Control Rules Work
https://docs.servicenow.com
ServiceNow Community: Understanding ACL Processing Order
https://community.servicenow.com
What is the platform name for the User table?
D
Explanation:
In ServiceNow, every table has a unique platform name (also known as the database name or sys_id).
The table that stores user records in ServiceNow is called "sys_user".
Understanding the sys_user Table:
Table Name: sys_user
Purpose: Stores user records, including their roles, group memberships, and personal details.
Location in ServiceNow: You can access this table by navigating to:
All → Users and Groups → Users
Key Fields in sys_user Table:
User ID (user_name) – Unique identifier for the user.
Name (name) – Full name of the user.
Email (email) – Email address of the user.
Roles (roles) – Defines user permissions in the system.
Active (active) – Indicates if the user is active in the system.
Explanation of Incorrect Answers:
A . u_users – Incorrect. The prefix u_ is typically used for custom tables created by administrators.
This is not a default system table.
B . sys_users – Incorrect. The correct name is sys_user (singular), not sys_users. ServiceNow follows a
singular naming convention for system tables.
C . x_users – Incorrect. The prefix x_ is reserved for Scoped Applications created within an instance.
The User table is a core system table, not a scoped one.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Product Documentation → User Administration → sys_user Table
ServiceNow Tables Reference → sys_user
ServiceNow CSA Study Guide → User and Data Administration
A REQ number in the Service Catalog represents…
A
Explanation:
In the ServiceNow Service Catalog, a REQ number represents a Request (REQ) record, which
functions as an order number for a service request. When a user submits a request through the
Service Catalog, the system generates a Request (REQ) record, which tracks the overall order.
Breakdown of the Service Catalog Request Structure:
REQ (Request Record) – The Order Number
This is the parent record that represents the entire order/request submitted by the user.
It contains key details such as the requester, the total cost, approval status, and the overall request
state.
Example: REQ0010023
RITM (Requested Item) – The Individual Catalog Item
Each item requested within a REQ has its own Requested Item (RITM) record.
The RITM tracks the fulfillment of a specific item within the order.
Example: RITM0010456 (a single laptop ordered in a request)
TASK (Catalog Task) – The Actions to Complete the Request
Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.
Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.
Example: TASK0013456 (a task assigned to IT Support to configure the laptop)
Why the Other Options Are Incorrect:
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B. The stage (Incorrect)
The stage of a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is
not represented by the REQ number.
❌
C. The task to complete (Incorrect)
A task to complete is represented by a Catalog Task (TASK), not the REQ number.
Tasks are specific actions assigned to fulfill an item request.
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D. The individual item in the order (Incorrect)
An individual item in a Service Catalog request is represented by a Requested Item (RITM), not the
REQ number.
Example Scenario:
A user submits a request for a new laptop and a software license:
REQ0012345 → Tracks the overall request (Order Number)
RITM0016789 → Laptop Request
TASK0018901 → IT configures the laptop
RITM0016790 → Software License Request
TASK0018902 → IT assigns the software license
Reference:
ServiceNow Documentation: Request Management Overview
ServiceNow Learning: Service Catalog Fundamentals
ServiceNow Docs: Understanding Requests, RITMs, and Tasks