ServiceNow Certified System Administrator (CSA) Study
Guide- Core Platform, Workflow, & Security (2026)
What provides a guide for moving data from import sets? - ANS -Transform map
How do you change the sort sequence of fields or task? - ANS -Modify the order field
Tables and Fields can be viewed and manipulated where? - ANS -Form Tables and Columns
What is the sequencing of publishing a Knowledge Article? - ANS -Draft
Review
Publish
What are the 3 basic components of Workflow? - ANS -Approvals
Notifications
Task
How do you modify or create workflow? - ANS -Utilize the Graphical Workflow Editor
Where do you go in ServiceNow to change the banner and colors? - ANS -System Properties,
then CSS Properties
To access the control list you have to have which access? - ANS -Security_Admin
,Where do you go to delete tables?? - ANS -Tables and Columns Choose "delete" and type the
word "delete"
What is a row? - ANS -A record is a row
What is a column? - ANS -A field is a column
What do incident, problem and change have in common? - ANS -They save to the task table
If importing data, how do you keep from importing duplicates? - ANS -Utilize the Coalace field to
state which field is the unique key
What controls what data users can access ? - ANS -ACL-Access Control List
Where do you go to add/modify a service catalog item? - ANS -Service Catalog>Maintain Item
What is stored in a table? - ANS -Data
How are users related to roles or groups? - ANS -1 to many relationships
What are update sets? - ANS -groups of customizations that can be moved from one instance to
another
What is a CI? - ANS -A CI is tangible and intangible
What is BSM? - ANS -Business Service Management BSM map graphically displays the
configuration items, CI, that support a business service
,What is a tool that will autopopulate the CMDB about your windows computer? - ANS -Help the
Helpdesk
What is a record producer? - ANS -A specific type of catalog item that allows end users to create
task based records such as incident from the service catalog
Does ESS have a role? - ANS -ESS does not have a role
When you open a service catalog and click the Order button what gets created? - ANS -
REQ>RITM>TASK
What is a select box, single line text, reference, check box, multiple choice? - ANS -Variable
What is a variable set? - ANS -Unit of variables that can be shared between catalog items
What are the six workflow activities? - ANS -approvals,conditions, notifications, task, timers,
utilities
If a request is rejected what happens? - ANS -Notification is sent and sets the status to cancelled
Service catalog workflow can be attached in 3 ways: - ANS -1. manually on the catalog item form
2. automatically based on conditions
3. automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle? - ANS -Anytime
, What is the difference between SLA, OLA, and Underpinning Contracts? - ANS -Type Field
Which workflow is designed to be used over and over again? - ANS -default SLA Workflow
Retroactive start when activated does what? - ANS -Sets start to equal when the ticket was
created
What are the steps in a SLA? - ANS -start stop pause
What two things are run on the client side and what two things are run on the server side? -
ANS -UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
How is a field made to be read only? - ANS -UI Policy
What controls enable admins to set mandatory and read only states for fields and can be used
to enforce data consistence across applications? - ANS -Data policy
What is a business rule? - ANS -A piece of JavaScript configured to run when a record is
displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or
after the database action has occurred.
How do you limit file attachments? - ANS -ACL-Access Control List
What is a security rule at the row and column level that is executed when attempting to access a
ServiceNow table? - ANS -ACL-Access Control List
What has conditions,scripts and roles and can limit security? - ANS -ACL-Access Control List
Guide- Core Platform, Workflow, & Security (2026)
What provides a guide for moving data from import sets? - ANS -Transform map
How do you change the sort sequence of fields or task? - ANS -Modify the order field
Tables and Fields can be viewed and manipulated where? - ANS -Form Tables and Columns
What is the sequencing of publishing a Knowledge Article? - ANS -Draft
Review
Publish
What are the 3 basic components of Workflow? - ANS -Approvals
Notifications
Task
How do you modify or create workflow? - ANS -Utilize the Graphical Workflow Editor
Where do you go in ServiceNow to change the banner and colors? - ANS -System Properties,
then CSS Properties
To access the control list you have to have which access? - ANS -Security_Admin
,Where do you go to delete tables?? - ANS -Tables and Columns Choose "delete" and type the
word "delete"
What is a row? - ANS -A record is a row
What is a column? - ANS -A field is a column
What do incident, problem and change have in common? - ANS -They save to the task table
If importing data, how do you keep from importing duplicates? - ANS -Utilize the Coalace field to
state which field is the unique key
What controls what data users can access ? - ANS -ACL-Access Control List
Where do you go to add/modify a service catalog item? - ANS -Service Catalog>Maintain Item
What is stored in a table? - ANS -Data
How are users related to roles or groups? - ANS -1 to many relationships
What are update sets? - ANS -groups of customizations that can be moved from one instance to
another
What is a CI? - ANS -A CI is tangible and intangible
What is BSM? - ANS -Business Service Management BSM map graphically displays the
configuration items, CI, that support a business service
,What is a tool that will autopopulate the CMDB about your windows computer? - ANS -Help the
Helpdesk
What is a record producer? - ANS -A specific type of catalog item that allows end users to create
task based records such as incident from the service catalog
Does ESS have a role? - ANS -ESS does not have a role
When you open a service catalog and click the Order button what gets created? - ANS -
REQ>RITM>TASK
What is a select box, single line text, reference, check box, multiple choice? - ANS -Variable
What is a variable set? - ANS -Unit of variables that can be shared between catalog items
What are the six workflow activities? - ANS -approvals,conditions, notifications, task, timers,
utilities
If a request is rejected what happens? - ANS -Notification is sent and sets the status to cancelled
Service catalog workflow can be attached in 3 ways: - ANS -1. manually on the catalog item form
2. automatically based on conditions
3. automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle? - ANS -Anytime
, What is the difference between SLA, OLA, and Underpinning Contracts? - ANS -Type Field
Which workflow is designed to be used over and over again? - ANS -default SLA Workflow
Retroactive start when activated does what? - ANS -Sets start to equal when the ticket was
created
What are the steps in a SLA? - ANS -start stop pause
What two things are run on the client side and what two things are run on the server side? -
ANS -UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
How is a field made to be read only? - ANS -UI Policy
What controls enable admins to set mandatory and read only states for fields and can be used
to enforce data consistence across applications? - ANS -Data policy
What is a business rule? - ANS -A piece of JavaScript configured to run when a record is
displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or
after the database action has occurred.
How do you limit file attachments? - ANS -ACL-Access Control List
What is a security rule at the row and column level that is executed when attempting to access a
ServiceNow table? - ANS -ACL-Access Control List
What has conditions,scripts and roles and can limit security? - ANS -ACL-Access Control List
