ServiceNow System Administration Questions

Updated: Feb 10

Q1: Which module in Service Catalog application is used to create catalog item?

A. Maintain Categories

B. Maintain Items

C. Content Items

D. Items


Correct Answer is Maintain Items(B)

Q2: Which of the following would not appear in History section of application navigator?

A. Records

B. Pages

C. Lists

D. Forms


Correct Answer is UI Pages(B)

Q3: Which term refers to application menus and modules which you may want to access quickly and often?

A. Breadcrumb

B. Favorite

C. Tag

D. Bookmark


Correct Answer is Favorite(B)

Q4: Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

A. report

B. workflow

C. event

D. task


Correct Answer is Task(D)

Q5: Which of the following are a type of clients script supported in service now?(choose four)

A. onSubmit

B. onUpdate

C. onCellEdit

D. onLoad

E. onEdit

F. onChange

G. onSave


Correct Answer is A C D F

Q6: What is a formatter? Select one of the following.

A. A formatter allows you to configure applications on your instance

B. A formatter is a form element used to display information that is not a field in the record C. A formatter allows you to populate fields automatically

D. A formatter is a set of conditions applied to a table to help find and work with data


Correct Answer is A formatter is a form element used to display information that is not a field in the record(B)

Q7: Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

A. The CMDB contains data about tangible and intangible business assets

B. The CMDB contains the Business Rules that direct the intangible, configurable assets

used by a company

C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics

D. The CMDB contains ITIL process data pertaining to configuration items


Correct Answer is The CMDB contains data about tangible and intangible business assets(A)

Q8: Which one of the following statements describes the purpose of a Service Catalog workflow?

A. A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals

B. Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes

C. A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

D. A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications


Correct Answer is A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups(C)

Q9: Which of the following statement describes the purpose of an Order Guide?

A. Order Guides restrict the number of items in an order to only one item per request

B. Order Guide provide a list of guidelines for Administrators on how to set up item variables C. Order Guide provide the ability to order multiple, related items as one request

D. Order Guides take the user directly to the checkout without prompting for information


Correct Answer is Order Guide provide the ability to order multiple, related items as one request(C)

Q10: Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?

A. Form

B. List

C. Dashboard

D. Timeline


Correct Answer is Dashboard(C)

Q11: What is a Dictionary Override?

A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update IT Certification Guaranteed, The Easy Way! 3

B. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

C. A Dictionary Override is a task within a workflow that requests an action before the workflow can continue

D. A Dictionary Override sets field properties in extended tables


Correct Answer is A Dictionary Override sets field properties in extended tables(D)

Q12: Record numbers have to be manually incremented

A. True

B. False

Correct Answer is False(B)

Q13: ServiceNow is a single-instance, multiple tenant architecture?

A. True

B. False


Correct Answer is False(B)

Q14: Which of the following concepts are associated with the ServiceNow CMDB? (Choose four)

A. Service Processes

B. User Permissions

C. Tables and Fields

D. A Database

E. The Dependency View


Correct Answer is A C D E

Q15: UI Policy can make fields read-only, mandatory, or hidden.

A. True

B. False


Correct Answer is True(A)

Q16: What are the two aspects to LDAP Integration?

A. Data Population

B. Data formatting

C. Authorization

D. Authentication


Correct Answer is A D

Q17: Buttons, form links, and context menu items are all examples of what type of functionality?

A. Business Rule

B. UI Action

C. Client Script

D. UI Policy


Correct Answer is UI Action(B)

Q18: Which one of the following statements is a recommendation from ServiceNow about Update Sets?

A. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

B. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

C. Use the Baseline Update Set to store the contents of items after they are changed the first time

D. Once an Update Set is closed as "Complete", change it back to "In Progress" until it is applied to another instance Answer: A


Correct Answer is Avoid using the Default Update set as an Update Set for moving customizations from instance to instance(A)

Q19: What are the four knowledge workflows available in the ServiceNow base instance?

A. Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

B. Instant Publish: Immediately publishes a draft article without requiring an approval

C. Instant Retire: Immediately retires a published article without requiring an approval

D. Retire Knowledge: Moves a knowledge article to the retired state.


Correct Answer is Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state(A)

Q20: Which three Variable Types can be added to a Service Catalog Item?

A. True/False, Multiple Choice, and Ordered

B. True/False, Checkbox, and Number List

C. Number List, Single Line Text, and Reference

D. Multiple Choice, Select Box, and Checkbox


Correct Answer is Multiple Choice, Select Box, and Checkbox(D)

Q21: How is the Event Log different from the Event Registry?

A. Event Log contains generated Events, the Event Registry is a table of Event definitions

B. Event Log is formatted in the Log style, the Event Registry displays different fields

C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

D. Event Log is the same as the Event Registry


Correct Answer is Event Log contains generated Events, the Event Registry is a table of Event definitions(A)

Q23: There are _____ common types of Interfaces (Numeric Value)

6: There are six common types of interfaces

A. Homepage: Consists of navigational elements, functional controls, and platform information.

B. List: Display records from a data table, as well as allow you to edit the record information using the List Editor functionally.

C. Form: Data is entered into ServiceNow through forms

D. Dashboard: Enable you to display multiple performance analytics, reporting and other widgets on a single screen.

E. Maps: Display ServiceNow data graphically on a Google map F. Timelines: Used to track tasks or projects


Correct Answer is Form: Data is entered into ServiceNow through forms(C)

Q24: What is the purpose of a Related List?

A. To create a one-to-many relationship

B. To dot-walk to a core table

C. To present related fields

D. To present related records


Correct Answer is To present related records(D) 

Q25: For Administrators creating new Service Catalog items, what is a characteristic they

should know about Service Catalog variables?

A. Service Catalog variables can only be used in Record Producers

B. Service Catalog variables can only be used in Order Guides

C. Service Catalog variables cannot affect the order price

D. Service Catalog variables are global by default



Correct Answer is Service Catalog variables are global by default(D)

Q26: Which are valid Service Now User Authentication Methods? (Choose three.)

A. XML feed

B. Local database

C. LDAP

D. SSO

E. FTP authentication


Correct Answer is B C D

Q27: Which tool is used to have conversations with logged-in users in real-time?

A. Connect Chat

B. Now Messenger

C. User Presence

D. Comments


Correct Answer is Connect Chat(A