PR000370 ServiceNow Certified System Administrator Exam
Introduction
The ServiceNow Certified System Administrator Exam Specification defines the
purpose, audience, testing options, exam content coverage, test framework, and
prerequisites to become a ServiceNow Certified System Administrator.
Exam Purpose The ServiceNow System Administrator Certification demonstrates that a
successful candidate has the skills and essential knowledge to contribute to the
configuration, implementation, and maintenance of the ServiceNow system.
Successfully passing this Certification exam also establishes a set of skills
necessary to continue in the ServiceNow Certification paths. It is a
prerequisite for advanced courses.
Exam Audience The ServiceNow System Administrator Certification exam is available to
ServiceNow customers, partners, sales engineers, and others interested in
becoming a ServiceNow Certified System Administrator.
Exam Preparation Exam questions are based on official ServiceNow training materials, the
ServiceNow documentation site, and the ServiceNow developer site. Study
materials posted elsewhere online are not official and should not be used to
prepare for the examination.
Prerequisite ServiceNow Training Path ServiceNow requires the completion of the following prerequisite training
course in preparation for the Certified System Administrator exam. Information
provided in the following ServiceNow training course contains source material
for the exam.
• ServiceNow Fundamentals - *Upon completion, the candidate will be issued a
voucher code to register for the Certified System Administrator exam.
Exam Scope Exam content is divided into Learning Domains that correspond to key topics
and activities typically encountered during ServiceNow implementations. In each
Learning Domain, specific learning objectives have been identified and are
tested in the exam.
The following table shows the learning domains, weightings, and sub-skills
measured by this exam and the percentage of questions represented in each
domain. The listed sub-skills should NOT be considered an all-inclusive list of
exam content.
Learning Domain % of Exam 1 User Interface & Navigation 20% Collaboration
20% 3 Database Administration 30% Self-Service & Process Automation
20% 5 Intro to Scripting & Application Tools 10%
Exam Registration Each candidate must register for the exam via the ServiceNow Webassessor
website using a voucher obtained by completing the ServiceNow Fundamentals
training prerequisite.
During the registration process, each test taker has the option of taking the
exam at an Authorized Testing Center or as an online-proctored exam. In both
testing venues, the Certified Implementation Specialist exam is done through a
consistent, friendly, user interface customized for ServiceNow tests.
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be
trademarks of the respective companies with which they are associated.
Exam Structure The exam consists of approximately (60) questions. For each question on the
examination, there are multiple possible responses. The person taking the exam
reviews the response options and selects the most correct answer to the
question.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the exam reviews the response options and
selects the one response which most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible
responses. The question will state how many responses should be selected. The
candidate taking the exam reviews the response options and selects ALL responses
that accurately answer the question. Multiple-select questions have two or more
correct responses.
Exam Results After completing and submitting the exam, a pass or fail result is
immediately calculated and displayed to the candidate. More detailed results are
not provided to the candidate.
Exam Retakes
QUESTION 1
A Service Catalog may include which of the following components?
A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items
Correct Answer: D
QUESTION 2 Which one of the following statements applies to a set of fields when they
are coalesced during an import?
A. If a match is found using the coalesce fields, the existing record is updated
with the information being imported
B. If a match is not found using the coalesce fields, the system does not create
a Transform Map
C. If a match is found using the coalesce fields, the system creates a new
record
D. If a match is not found using the coalesce fields, the existing record is
updated with the information being imported
Correct Answer: A
QUESTION 3 As it relates to ServiceNow reporting, which of the following statements
describes what a metric can do?
A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows
and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service
management processes
D. A metric is a comparative measurement used to report the effectiveness of
workflows and SLAs.
Correct Answer: C
QUESTION 4 The display sequence is controlled in a Service Catalog Item using which of
the following?
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form
Correct Answer: C
QUESTION 5 Reports can be created from which different places in the platform? (Choose
two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module
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