ServiceNow CSA - ServiceNow Certified System Administrator

In ServiceNow, theDependency Viewprovides aninteractive graphical interfaceto visualizeConfiguration Items (CIs) and their relationships. It helps IT teams understand the dependencies between infrastructure components, applications, and services.

Graphical Representation of CI Relationships:

Displays Configuration Items (CIs) and their dependencies usinga dynamic, interactive visualization.

Useslines/arrowsto represent relationships such asdepends on, runs on, hosted by, etc.

Real-Time Impact Analysis:

Helps identifyhow an outage or change to one CI affects related components.

Useful forchange management, incident resolution, and troubleshooting.

Integration with CMDB (Configuration Management Database):

Dependency Views pull data from theCMDBand display it visually.

SupportsITSM (IT Service Management), ITOM (IT Operations Management), and IT Asset Management.

Supports Multiple Relationship Types:

Application-to-Application relationships

Infrastructure dependencies (e.g., servers, databases, cloud resources)

Business Services mapping to technical services

A. CSDM SchemaIncorrect – TheCommon Service Data Model (CSDM)is a framework for organizingCMDB data models, but it does not provide agraphical interfacefor visualizing dependencies.

B. Business Service MapIncorrect – Business Service Maps arepart of Service Mapping(ITOM feature), showinghigh-level business service dependencies, butDependency Viewprovides a more detailed, real-time interactive visualization ofCIs in CMDB.

D. CI Class MapIncorrect – The CI Class Map showsCMDB class structures, not live dependency relationships between CIs.

ServiceNow Docs – Dependency Views📖Dependency Views Overview

ServiceNow Community – CMDB Best Practices📖CMDB and Dependency Views

Key Features of Dependency View:Incorrect Answer Choices Analysis:Official ServiceNow Documentation References:Conclusion:The correct answer isC. Dependency Viewbecause it provides amodern interactive graphical interfaceto visualizeCIs and their relationshipsinCMDB.

Flow Designerin ServiceNow allows users to automate workflows withactions. Actions are reusable operations that execute tasks like creating records, sending notifications, and approvals.

A. Wait for Condition

This actionpauses the flowuntil a specified condition is met.

Example:Wait until an Incident is resolved before proceeding with follow-up actions.

B. Ask for Approval

Sends anapproval requestto a user or group.

Example:Ask a manager for approval before escalating an incident.

C. Create Record

Creates a new record in any table.

Example:Create a new Change Request when an Incident reaches a critical priority.

F. Look Up Record

Retrieves records based on specified criteria.

Example:Find the user’s manager based on the requested user’s ID.

D. Wait for Match

There isnocore Flow Designer action called "Wait for Match."

This is likely confused with"Wait for Condition", which is the correct action.

E. Look for Update

There isnostandard action named "Look for Update."

Instead, flows use"Wait for Condition"or"Look Up Record"to detect changes.

A service portal is a centralized platform designed to provide users with self-service capabilities, including searching for articles (knowledge base), submitting requests (e.g., IT support tickets, HR inquiries), and browsing communication notices (announcements, updates). It acts as a single point of access for various services.

The Shared Responsibility Model in ServiceNow clearly delineates responsibilities between the cloud service provider (ServiceNow) and the customer. ServiceNow manages the infrastructure, including the physical data centers, networking, hardware, and media disposal and destruction, ensuring proper security of the underlying platform. Hence, Media disposal and destruction and Infrastructure management fall under the provider’s responsibility.

The customer is responsible for their data, including backup and restore, access management (authentication and authorization), and encryption configuration on their data. While ServiceNow provides encryption capabilities, the customer must configure and manage encryption keys and access controls.

This model is critical for maintaining security and compliance in cloud environments and is explicitly detailed in ServiceNow’s official documentation and cloud security best practices.

InServiceNow Service Catalog, theUser Criteriafeature is used to specify which users are eligible to access (view or order) aService Catalog Item. User Criteria allows administrators todefine rules that determine whether a user can see or request a catalog item based on attributes such as roles, groups, departments, and locations.

User Criteria is createdto define the conditions (e.g., users in the IT department can order a laptop).

It is thenapplied to Catalog Items, Categories, or Access Control Rules.

If a user meets the criteria, they can see and order the item. If not, it remains hidden.

A. Can Read Role→ Incorrect. There is no such feature named "Can Read Role" in ServiceNow Service Catalog.

B. Catalog User Role→ Incorrect.ServiceNow does not have a predefined "Catalog User Role." However, thecatalog_adminrole can manage catalog items, but it does not control access for end users.

C. Can Order Tab→ Incorrect. This is not a valid ServiceNow feature. Ordering permissions are controlled throughUser Criteria.

TheActivity Streamin ServiceNow records allupdates, comments, work notes, and system eventsrelated to a record.

Tofilter the Activity log to show only Work Notes, follow these steps:

Locate theActivity Streamsection on the form.

Click theFunnel (Filter) icon.

SelectWork Notesto display only the relevant updates.

This allows thesubject matter expertto focus only onwork notesleft by other users, ensuring quick access to important information.

A. Click Context menu > Work Notes View

There isno default "Work Notes View" optionin the context menu for filtering the Activity log.

B. Click Personalize icon and select Activity Stream

ThePersonalize iconis used forUI preferences, not for filtering work notes.

C. Right-click form header > Form Layout > Add Work Notes Section

Adding a "Work Notes" field to the formdoes not filterthe existing activity log.

E. Click Context menu > History

TheHistory optiontracks user navigation and doesnot filter Work Notesin the Activity log.

✔The Context Menuin ServiceNow provides quick access to actions related to a list, form, or column.

Ways to Open the Context Menu:

Select the Context Menu icon (✔A)– Located at the top of lists and forms.

Right-click on the list, form, or column heading (✔D)– Opens the menu for quick actions.

Option B (Double click on the list, form, or column heading)is incorrect because double-clicking typicallyedits inline fields.

Option C (Use Ctrl+M command)is incorrect because no such shortcut exists.

Option E (Select the Context Menu related link)is incorrect because there is no such link in ServiceNow.

📌Reference:ServiceNow UI Navigation & Context Menus