CSA Exam Dumps - ServiceNow Certified System Administrator

The Configuration Management Database (CMDB) in ServiceNow is a core component of IT Service Management (ITSM), allowing organizations to track Configuration Items (CIs) and their relationships. There are three key tables that form the foundation of the CMDB:

cmdb (Base CMDB Table):

This is the parent table for all Configuration Items (CIs) in the CMDB.

It contains the foundational structure upon which all other CMDB-related tables are built.

It does not store CI records itself but serves as the primary reference table.

cmdb_ci (CI Base Class Table):

This is the base class for all Configuration Items (CIs).

All specific CI classes (such as servers, applications, networks) extend from this table.

It holds general CI attributes that are common across all CI types.

cmdb_rel_ci (CMDB Relationship Table):

This table defines relationships between different Configuration Items.

It stores dependencies and associations between CIs, such as a server hosting an application.

Relationships are critical for impact analysis and dependency mapping.

B. sn_cmdb_bak & E. cmdb_bak:

These tables do not exist in the standard CMDB schema. They may be mistaken for potential backup tables, but they are not official CMDB tables.

D. sn_cmdb & G. sn_cmdb_ci:

Prefix "sn_" generally indicates Scoped Application Tables in ServiceNow.

Standard CMDB tables exist in the global scope without the "sn_" prefix.

"sn_cmdb" and "sn_cmdb_ci" are not key tables in the global CMDB architecture.

Official ServiceNow CSA (Certified System Administrator) Training Documentation

ServiceNow Product Documentation: CMDB Tables and Relationships

ServiceNow CMDB Overview and Best Practices: CMDB Guide

Incorrect Answer Choices Explained:References:

The icon highlighted in the image is the Reference Icon (i inside a circle). It is used for Reference fields in ServiceNow forms.

A Reference field links to a record in another table (e.g., the Caller field in an Incident form references the sys_user table).

Clicking the Reference Icon (i) opens a preview of the referenced record without navigating away from the form.

This feature is helpful for quickly viewing user details, CI information, or related records.

A. Drilldown – This term is not used for form field behavior in ServiceNow; "drilldowns" are usually associated with reports.

B. Lookup – While lookups are used to search for values, they do not display previews of referenced records.

C. Quickview – This is not a defined ServiceNow field type.

D. Preview – While the icon allows previewing, the correct term is Reference field, not "Preview field."

E. Snapshot – No such field type exists in ServiceNow.

ServiceNow Reference Fields & Preview

ServiceNow CSA Training Module: "Configuring Forms and Fields – Reference Fields and Their Behavior"

How Reference Fields Work:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow Service Catalog, the best practice for handling accessory selections is to use variables or variable sets within a single catalog item rather than creating multiple separate catalog items.

A. Create a Catalog Item for the tablet and add a checkbox variable for each accessory option.✅ Correct – Adding checkbox variables for accessories allows users to select multiple options within a single request.

Example variables:

[✓] Carrying Case

[✓] Screen Cleaner

[✓] Tablet Stand

[✓] Screen Protector

This makes ordering simpler and more user-friendly.

B. Create a Catalog Item for the tablet, and add a variable set to the form for accessory options.✅ Correct – A Variable Set is a reusable collection of variables that can be applied to multiple catalog items.

This approach is beneficial if multiple devices (e.g., laptop, phone, tablet) share the same accessory options.

The Variable Set can include checkboxes for selecting accessories.

E. In Shopping Cart configuration, select the option to show the "Add Accessories" button.✅ Correct – Enabling the "Add Accessories" button in the Shopping Cart allows users to add related products as separate items in their order.

This works well when accessories are separate items in the catalog but need to be linked for convenience.

Best Practices for Configuring the Tablet and Accessories:

C. Create one Catalog Item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.❌ Incorrect – This forces users to order accessories separately, making the process less efficient.

Best practice is to keep accessories within the same form unless they are standalone items.

D. Create a Record Producer, and on the form, add a checkbox variable for each accessory option.❌ Incorrect – Record Producers create records in tables (e.g., Incident, Request, HR Case) but are not used for Service Catalog ordering.

The correct approach is to use a Catalog Item with variables instead.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Creating and Managing Catalog Items📖 Creating Service Catalog Items

ServiceNow Docs – Variable Sets📖 Service Catalog Variable Sets

ServiceNow Docs – Shopping Cart Configuration📖 Shopping Cart Configuration

Official ServiceNow Documentation References:

Conclusion:The correct answers are:✅ A. Create a Catalog item for the tablet and add checkbox variables for accessories.✅ B. Use a Variable Set for the accessory options.✅ E. Enable the "Add Accessories" button in Shopping Cart configuration.

This approach enhances user experience, ensures flexibility, and aligns with ServiceNow Service Catalog best practices.

In ServiceNow Catalog Item Workflows, an approval process often includes a Manager Approval step, which typically requires the requester's manager (as defined in the sys_user record) to approve the request.

If Bob Smith's user record does not have a manager specified, the system cannot determine who should approve the request, which may result in the approval step being skipped.

A. There is a business rule, excluding Bob Smith from any approvals. ❌

While business rules can affect approvals, it is unlikely that a rule would exist specifically to exclude Bob Smith unless explicitly configured, which is uncommon.

B. Bob Smith does not have a delegate set up on his account. ❌

Delegates are optional and only apply when a manager is unavailable. This does not affect whether the approval is skipped.

D. The manager does not have a delegate assigned. ❌

A delegate only comes into play if an approver is out of office or unavailable. This does not impact whether an approval is skipped entirely.

E. Bob Smith is a VIP. ❌

Being marked as a VIP does not automatically bypass approval workflows. Approval processes follow defined rules in workflow configurations.

Every ServiceNow instance comes with a set of default tables that support core platform functionality.

User (sys_user)✅ Stores user records for authentication and authorization.

Contains user details such as username, email, roles, department.

Incident (incident)✅ Stores incident records for ITSM (IT Service Management).

Part of the default ITSM application used for managing issues and requests.

Task (task)✅ Base table for all task-related records in ServiceNow.

Many other tables (e.g., Incident, Change, Problem) extend from Task.

Stores common task fields like Assignment Group, State, and Short Description.

The Three Default Tables in ServiceNow:

C. Item❌ Incorrect – No default table named "Item" exists in ServiceNow.

Possible confusion with sc_cat_item (Service Catalog Items), but this is part of the Service Catalog module, not a core default table.

D. Issue❌ Incorrect – No "Issue" table exists by default in ServiceNow.

Possible confusion with Problem Management (problem table), which is separate from Incident Management.

E. Project❌ Incorrect – Project Management (pm_project) is part of the Project Portfolio Management (PPM) plugin, which is not enabled by default.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Default Tables Overview📖 ServiceNow Table Structure

ServiceNow Docs – Task Table and Extensions📖 Understanding Task-Based Tables

Official ServiceNow Documentation References: