Summary
Passing the ServiceNow System Administrator Certification Exam demonstrates mastery of ServiceNow System Administration and certifies that a candidate has the skills and essential knowledge necessary to manage the configuration, implementation, and maintenance of the ServiceNow platform.
Successfully passing this certification exam also establishes the core skill set necessary to pursue further certification for individuals.
Prerequisites
Candidates can complete either a three‑day ServiceNow Fundamentals training course or the on‑demand ServiceNow Fundamentals training course offered in Now Learning.
To be successful on this exam, candidates should have attended the ServiceNow Fundamentals class and have at least six months of hands‑on experience with ServiceNow.
Industry experience with database concepts and system management, as well as knowledge of IT Help Desk processes and the incident, problem, and change workflows is also helpful.
To prepare for the exam, please download the exam blueprint and review what will be covered.
Prior to completing registration, attendees will be required to review and accept an End User Agreement.
Exam Registration and Scheduling
ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.
Appointments may be made in advance or on the actual test day, subject to availability. Please visit WebAssessor to register and sign up for the exam.
Online Proctoring Requirements
Attendees who would like to review the requirements, including the need for a standalone webcam (one that is NOT integrated to a computer/laptop), please visit the WebAssessor download page.
Attendees must also use a Windows‑based PC and Internet Explorer or Google Chrome.
To prepare for the exam, please download the exam blueprint and review what will be covered.
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 or ServiceNow Fundamentals (on demand) *Upon completion, the candidate will be issued a voucher code to register for the Certified System Administrator exam.
Recommended Knowledge & Education
ServiceNow recommends completion of the following Training Course(s) and Certification(s) in preparation for the exam.
• Certified System Administrator (CSA): Certification Test Prep
Additional Recommended Experience
• Industry experience with database concepts and system management.
• System administrator role and/or access to ServiceNow administrative applications and modules.
• Some knowledge of IT Help Desk processes and the incident, problem, and change workflows is also helpful.
• Three (3) to six (6) months experience using and/or maintaining a ServiceNow instance.
• General familiarity with industry terminology, acronyms, and initialisms
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 ServiceNow Overview Lists and Filters Forms and Templates Branding 20%
2 Collaboration User Administration Task Management Notifications Reporting
20% 3 Database Administration Data Schema CMDB Application/Access Control Import Sets 30%
4 Self-Service & Process Automation Knowledge Management Service Catalog 20%
Workflows/Flow Designer 5 Intro to Scripting & Application Tools Scripting Migration and Integration Development 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.
The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.
NOTE: A special accommodation version of the exam is available. Contact certification@servicenow.com for more information. Depending on the accommodation, there may be a 30-day lead time before testing.
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
If a candidate fails to pass an exam, they may register to take the exam again up to three more times for a cost of $150.
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 flows and SLAs.
Correct Answer: C
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