Free ServiceNow Certified System Administrator Practice Questions

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.

The ServiceNow platform providespre-built workflowsthat help organizationsautomate processesacross different domains. These workflows are designed to streamline operations, improve efficiency, and enhance user experience. Thethree primary types of workflowsincluded in the platform are:

Employee Workflows– Designed to improve employee experiences, covering HR services, onboarding, workplace services, and more.

Customer Workflows– Focused on customer service management (CSM), case management, field service management, and proactive customer engagement.

IT Workflows– These workflows enable IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) for efficient IT operations.

B.  

C.  

D.  

When you create a new table in ServiceNow,best practices for the navigation paneensure that the table is properlyorganized, accessible, and followsrole-based visibility standards.

Modulesallow users tonavigate directly to the tablefrom the left navigation pane.

Settingrole-based accessensures that only authorized users can view or use the table.

Navigate toSystem Definition > Modules, and definewho can accessthe module usingroles.

This ensuresconsistencyin navigation and makes it easier for users to locate the table.

Example:If you create a table " Project Tasks " , theApplication Menushould also be named " Project Tasks " .

This followsServiceNow UI best practicesfor organization.

1. Specify which Roles can see the Module (Correct - C)2. Create an Application Menu with the Same Name as the Table Label (Correct - E)

A.  

Application Menus do not requirefilter conditions; they are forgrouping related modulesunder a category.

B.  

Font stylesare not customizable in the navigation pane.

D.  

TheApplication Menuitself is usually visible to all users unless restricted bymodule-level roles.

The best practice is torestrict roles at the module level(Correct Answer: C).

F.  

While it isa common practice, it isnot a strict best practice.

Example: If your table is " Incident " , the module is typically named " Incidents " , but it’s not a mandatory rule.

Why Other Options Are Incorrect?

Managing Application Menus and Modules

Creating Tables and Modules

Official ServiceNow Documentation Reference:

UI Actions related to Listsin ServiceNow provide ways to interact with and modify list data through differentUI elements.

A.  

Appear at thebottom of listsand provide actions such as " Create New " or " Save as Template. "

B.  

Located in thelist title bar, allowing users to configure views, export data, and refresh lists.

C.  

Buttons added to a list form thattrigger specific actions, such as " Approve " or " Reject. "

D.  

Right-click menuon list records providing actions likeEdit, Delete, Assign, and Export.

E.  

No such feature called " List Override " exists in ServiceNow.

F.  

This term is not a recognized UI Action for lists in ServiceNow.