CSA Exam Dumps - ServiceNow Certified System Administrator

ServiceNow allowsa single Catalog Itemto be published tomultiple service catalogs, avoiding duplication while ensuring accessibility for the right users.

Instead ofcreating duplicate catalog items(which would require managing two separate items with the same functionality), we createone Catalog Itemandpublish it in both catalogs (HR and Facilities).

This approach ensurescentralized managementwhile maintaining accessibility for both departments.

It simplifies updates—any changes to the form or workflow will apply toboth catalogs automatically.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.

Incorrectbecause it createsduplicate catalog itemswith thesame functionality, increasing maintenance effort.

C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.

Incorrectbecausethere is no "Parent Catalog" conceptin ServiceNow.

ServiceNow allowspublishing a single item to multiple catalogs, but there is no need for aparent catalog.

D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Incorrectbecause ACLsrestrict access at a field, table, or record level, but theydo not control where a Catalog Item appears.

Thecorrect approachis topublish the item to multiple catalogsrather than using ACLs.

ServiceNow Service Catalog Management - Publishing Items to Multiple Catalogs

ServiceNow ITSM - Best Practices for Catalog Item Reusability

ServiceNow CSA Guide - Managing Service Catalogs and Items

References to Official Certified System Administrator (CSA) Documentation:

TheApplication Integration and Plugin Delivery (A1PD) SpokeBatch Installplugin inServiceNowallows users to installmultiple applications, customizations, and pluginsat once.

Batch Installation

Enables administrators to install multiple applications or pluginssimultaneously, reducing manual effort.

Automated Delivery

Facilitatesautomated deploymentof related applications and customizations.

Improved Instance Management

Ensures consistent configurations across multiple instances (e.g.,Dev → Test → Prod).

B. Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install

Incorrect: CICD is used forversion control and automated deployments, not plugin installation.

C. Multiple Integration and Process Delivery (MIPD) SpokeBatch Install

Incorrect: No such ServiceNow plugin exists.

D. Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install

Incorrect: No such ServiceNow feature exists.

Key Features of A1PD SpokeBatch Install:Why Other Options Are Incorrect?

A1PD Plugin Overview

ServiceNow Plugin Installation

Application Integration Best Practices

Managing Installed Applications

References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

When youimpersonatea user in ServiceNow for testing, you temporarily assume their permissions and role-based access. Toreturn to your own user session, thebestway is toEnd Impersonation.

Click on theUser Menu (top right corner).

Select"End Impersonation".

You will immediately return to your original user session.

A. Turn your computer off and on again→ Unnecessary and does not affect session management.

B. Clear browser cache→ Cache clearing is not required; impersonation is session-based.

D. Log out and back in→ While this works, it isnot the bestmethod becauseEnd Impersonationis a faster and direct solution.

AnAccess Control rule (ACL)in ServiceNow defineswho can access dataandwhat actions they can performon that data. Each ACL consists of three primary components:

Object being secured– The specific table, field, or record that the rule applies to.

Operation– The type of action that is being secured (e.g., Read, Write, Create, Delete).

Permissions required– The conditions, roles, or scripts that determine whether access is granted.

ACLs evaluatewhether a user has permissionto access a specific table, field, or action.

Thesecurity rules are processed from most specific to least specific(e.g., field-level > table-level).

Permissions can be granted based onroles, conditions, or custom scriptsusing GlideSystem (gs).

A. Groups, Conditional Expressions, and Workflows(Incorrect)

ACLs do not manageworkflowsor directly control group assignments.

B. Table Schema, CRUD, and User Authentication(Incorrect)

CRUD (Create, Read, Update, Delete) permissions are controlled by ACLs, butUser Authenticationis managed separately through login policies (LDAP, SSO, etc.).

D. security_admin(Incorrect)

security_adminis aspecial elevated rolerequired to modify security settings, but it is not what an ACL specifies.

Access Control Rules Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/concept/access-control-rules.html

Configuring ACLs in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/task/t_CreateOrModifyAnAccessControl.html

How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

InPerformance Analytics (PA),long-term signalsarekey performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs providetrends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.

Track Trends Over Time→ Identify slow-moving changes and patterns.

Support Predictive Analysis→ Help in making data-driven strategic decisions.

Reduce Unplanned Changes→ Avoid reactive decisions by monitoringhistorical data.

Incident Backlog Over Time→ Measures incident accumulation to prevent delays.

Change Success Rate→ Analyzes how well changes are implemented without failures.

Mean Time to Resolution (MTTR)→ Tracks how long it takes to resolve incidents.

How Long-Term Signals Help in Workflow Stability:Example KPIs Used in Performance Analytics:

Why "A. Long-term signals" is Correct:Long-term signals provide historical trends that help organizations maintain stable workflows.

B. Non-signals→No such term exists in Performance Analytics.

C. Anti-signals→Not a recognized Performance Analytics term.

D. Stability signals→Misleading term; long-term signalsare what provide stability insights.

Why Other Options Are Incorrect:

ServiceNow Documentation:Performance Analytics Overview

CSA Exam Guide:Coverslong-term KPI tracking for workflow stability.

Reference from CSA Documentation:Thus, the correct answer is:

A. Long-term signals

InServiceNow,Number Maintenanceis the application used to manage and modify numbering schemes for different tables, including theIncidenttable. Since the default prefix forIncident numbersis"INC", an administrator can modify it to a company-specific prefix (e.g.,"IN") by following these steps:

Navigate to the Number Maintenance Application:

Go toAll → System Definition → Number Maintenance

Search for theIncident table (task.number record for Incident).

Modify the Prefix:

Open the existingIncident numbering record.

Change thePrefixfrom"INC"to"IN".

Ensure theNext Numberfield is correctly set (e.g.,"IN0001001").

Save the Changes:

ClickUpdateto apply the new prefix.

All newly created incidents will now follow the new format (IN0001001).

Existing incidents are NOT affected—only newly created records will reflect the new prefix.

Steps to Change the Incident Number Prefix:Why Option A (Number Maintenance) is Correct?The Number Maintenance application is the correct place to modify prefixes for tables like Incident.

Why Other Options Are Incorrect?B. Create a Business Rule that modifies the prefix before the Insert operation→ Incorrect

Business Rulesdo not control number generation.

Number generation is managed byNumber Maintenanceat the system level.

C. The prefix of an incident cannot be changed because it is a built-in feature→ Incorrect

The prefixCAN be changedusing theNumber Maintenanceapplication.

Only existing records retain their original prefix; new records follow the updated format.

D. Submit a Change Request to ServiceNow Technical Support→ Incorrect

This isnot necessary, asadministratorscan make this change directly throughNumber Maintenance.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow Developer Portal – Number Prefix Best Practices

References from Certified System Administrator (CSA) Documentation: