Collection of information I use to study for the CSA certification.
The Exam
Listing of which topics appear to what percentage in the exam:
Domain | Topics / Subtopics | Percent |
---|---|---|
1 | Platform Overview and Navigation
| 7% |
2 | Instance Configuration
| 11% |
3 | Configuring Applications for Collaboration
| 20% |
4 | Self Service & Automation
| 20% |
5 | Database Management
| 27% |
6 | Data Migration and Integration
| 15% |
Topics
Platform Overview and Navigation / Instance Configuration
Term | Description |
---|---|
Predictive Intelligence | Machine Learning, determine field values during creation |
Fred Luddy | Founder ServiceNow |
History Tab | Quickest way navigate back to recently viewed |
Submit | Creates record and closes form |
Configuration > Suggested Relationships | Create new relationship Role Menu (CMDB / CI Class) |
System Settings | Personalization of user interface |
Application Platform-as-a-Service (aPaas) | Cloud computing model of Servicenow |
Platform interfaces | Now Platform User Interface / Next Experience Unified Navigation, ServiceNow Mobile Apps / Now Mobile App, Service Portal / ESC |
Self-Service users | Users without assigned role permissions |
User Presence | Help improve collaborative effort. Shows currently online users on record. |
Connect Chat | Real time messaging tool, appears in "Banner Frame" |
User Menu Options | Elevate Roles, Logout, Impersonate User |
Incident > create new | Incident => application; create new => module |
Global Search | Used to search whole instance |
Continuous Integration and Continuous Delivery (CICD) Spokebatch install | Install multiple applications, application customizations or plugins at once |
Onboarding Component, first Login | When first login to Instance shown Onboarding |
Variable Types | Name for types of "form" / input element in SN |
Banner Frame Elements | Global Search, User Menu, Help Icon, Contextual App Pill |
report_publisher | Role required to publish reports |
sys_user | db name for user table |
user menu > impersonate | to impersonate user |
Localization framework plugin | Requried to translate content to multiple languages |
Process Automation Designer | Create "cross-enterprise" workflows, single unified process |
Insert / Update Differences | Insert/Submit creates new record, update saves existing, both close form upon clicking |
Main Screen Elements in "All Menus" | All (Applications & Modules), History, Navigation Filter, Favorites |
Reporting Incident on Service Portal | "Can We Help You?" Category in Service Catalog |
Workflow Type in Now Platform | Employee, Customer, Information Technology (IT) |
Now Mobile App OSs | Apple iOS, Google Android |
Icon to mark as favorite | Star |
Welcome Page | Customized message at login |
_Rule Selector for one field on record | table.field |
Next Experience UI | New Design released in San Diego |
Guided Setup indicator -> empty circle | Task not yet started |
ITIL abbrev. | Information Technology Infrastructure Library |
New Record, Form open | Insert and Stay |
Interact with SN, Primary Way (Since Rome) | Now Platform UI |
Prevent Users from creating Homepages | com.glideapp.home.deprecate_homepages = true |
HI abbrev. | Hosted Instance |
Role for Helpdesk Technician | itil |
Content Frame | Main screen where homepages, dashboards, forms, list of records |
SN Applications Workflow types | IT Workflows, Employee Workflows, Customer Workflows, Creator Workflows |
Main Elements SN UI (Backend / Platform) | Application Navigator, Content Frame, Banner Frame |
Group | A set of users, share roles, sub-groups |
SN Support & Data Centers Count | 10 Support Centers & 10 Data Centers |
Automatic Notification for Partners when earning badges | false |
Navigation filter | Name of application navigator search box |
Reference field type | Displays record of other tables |
Replacement for mobile onboarding app (depr. San Diego) | Now mobile app for hr service delivery |
Email Digest | Single Email summary of activity |
History Tab | Default last 30 entries, not showing UI Pages / non-standard interfaces, in "application navigator" (ui position) |
Now Support | Mobile application for customer support (not customizable) |
ITSM abbrev. | Information Technology Service Management |
Architecture of Now Platform | Multi-instance architecture |
Mobile Studio | Create, manage, modify applets for SN Mobile |
Searching in SN | Usage of wildcard character (*), Global Search allows Bool Operators (need to be ALL CAPS) |
Self-Service Appl. | Available to all users |
Now creators | Get skills, earn badges; Levels: Pro, Legend, Star |
Clicking on Logo | Returns Home |
Flushing Cache (Admin) | By typing cache.do in the navigation filter |
Management of Hosted Instances, upgrades etc. | The Now Support (HI) (formerly known as HI Service Portal) |
Role | Set of permissions |
Best practices Assignment Rules / Predictive Intelligence | Setting an Assignment group and User based on Category and Subcategory. / Setting a User based on Category and Subcategory. / Setting an Assignment group and User based on the short description. / Setting an Assignment group based on Category and Subcategory. |
UI Policy vs. Data Policy | A Data Policy runs on both Client and Server side |
Configuring Applications for Collaboration
Lists, Filters, and Tags
Term | Description |
---|---|
List Column Context Menu | Actions: Export data, Quick Reports, configure |
Creating Filter | Condition builder (clicky) / Natural Language Query (type text to "AI") |
Filter Conditions | Alias: Breadcrumbs; Parts: Field, Value, Operator |
List interface | Parts: title bar, filters, breadcrumbs, columns of data; Double click on field: edit data inline |
Create a favorite. Ways | drag breadcrumbs of filter to favorites tab / drag a record to favorties tab / click star button next to application / module |
List versions | v3, v2 |
Role: List layout | personalize_list |
List field | Has "List field context menu" |
List title menu | Show, Refresh List, Create Favorite |
Types of Context Menus | List column context menu, form context menu |
Create new view | right click header column "Configure > List Layout" |
All Configuration Items | Configuration > Base items > All |
Searching for Rows | Wildcard character in header search field |
Save a filter | Name it, set visibility (group, person, everyone), save |
Select multiple values | Shift + Up / Down Arrow / Shift + click and drag |
Personalized List | Indicator: small green dot |
Column in List | Represents a field |
Form Configuration / templates and saving options
Term | Description |
---|---|
Form Layout | Hide or show fields in view |
Update | updates and closes form |
Submit | Visible when create new record; Create and close form |
Save | Updates existing record, keeps form open |
Form Designer | Options on field: Handle, Remove, Edit; GUI Configure Forms; Add field: Field Navigator |
Create record, stay open | Copy indident, insert & stay |
Record Producer | Form that adds record to system table |
Delegated Development | For non-admins to develops apps |
Template Bar | Select diff. template to apply to form |
Activity | Read-only record created, record created, updated |
Activity Stream | Shown for a task under "Notes" |
Function Fields | arithmetics, coalesce concatenation and length |
Configure Forms: Roles | amdin, personalize_form |
Group related fiels | Sections |
Task Management / Visual Task Boards (VTBs)
Term | Description |
---|---|
"All > Service Desk > My Work" | Task Types: Requests, Security Cases, Visual Task Board Tasks, Change Requests, Incidents, Knowledge Base Submissions; Active tasks assigned to myself |
"My Groups Work" | Work Assigned to my group |
Visual Task Boards | Manage task by drap drop, identify process bottelnecks, track activity in one place. Collaboration tool; Types: Flexible, Guided, Freeform |
Task | Record, assigned to user, completed by user. Quicker resolution time, repeatable process, minimize human error. |
Owner of VTB | Rights to: create, edit, delete sorting criteria |
Inactivity Monitors | Notifies users for tasks when untouched for time |
SLA Definition Sequence | Start, Pause, Stop |
Task SLA Table | task_sla |
SLM abbrev. | Service Level Management; SLAs, OLAs and Underpinning Contracts |
Assignment Rules | Automatically assigns tasks to users / groups. Create under "System Policy > Rules > Assignment" |
Service Level Agreement (SLA) | Track amount of time task open, ensure tasks complted on time |
Comments | Visible by all users |
SLA Type field | Types include SLA, OLA, UC in Field "Type" |
SLA Enginge PRoperties | SErvice Level MAnagement > Properties > SLA Engine |
Reporting, Dashboards, and Performance Analytics
Term | Description |
---|---|
Flows | Autoamte businesslogic for process / application |
Report Designer Tab: Data | Report Name, Source Type, and table / data source |
Report Designer Tab: Type | Report visualisation format |
Report Designer Tab: Configure | Define report grouping (Group By); aggregate field values --> standard deviation calculations, select fields |
Report Designer Tab: Style | colors, title, chart properties, color schmee |
Report Designer Action: Sharing | Default: Shared w/ report creator; Sharing Options: Publish, Export to PDF, Add to dashbaord, Schedule, Share |
Multidimensional Charts | Heatmap, Bubble, Multi-level pivot table |
Dashboards Landing Page | Navigate via this to "Dashboard System Health" |
PCI Configuration Controls score | Dashboard shows compliant security checks score |
KPI Signals Application | Considers behavior to signal variation |
Anti-signal | Let's know workflow under control |
Responsive Dashboards | Users Widgets & Reports and Performance Analystics visualisation sharing |
Time Series charts | Area, Column, Line, Spline, Step Line |
Bar Charts | Bar, Historgram, Horizontal Bar, Pareto |
Score Charts | Dial, Single Score, Speedometer |
Pies and Donuts Charts | Donut, Pie, Semi donut |
How to open Reporting | View/Run application (menu), Context menu column header list view |
Create Chart from List View (Context Menu) | Bar Chart, Pie Chart |
Menu List Reports | "Reports > View/Run" |
Recommended Way to Share Report | Action "Share" |
Notifications
Term | Description |
---|---|
Subscriptions | Allos users to manage notifiations, set in system settings |
Notification Trigger | System Event |
Notifications | Found undeR: System Notification > Email > Notifications |
Notifications Tab: When to send | Condition on which to send |
Notifications Tab: What will it contain | allows overriding html, Select variables from record, apply template |
Notifications Tab: Who will receive | Target for notification |
Inbound Email Action Types | Changes system table, reply to email, override agent acapacity for agents |
Notification Types | Email, Meeting Invitation, SMS |
Self Service & Automation
Knowledge Management
Service Catalog
Flow Designer
Term | Description |
---|---|
Flow Designer | automate business logic, Replacement for Workflow Editor |
Spokes in ServicENow Core | Aks for approval, Creat Record, Delete Record |
When to user Flow Designer | When Version higher than Jakarta, when starting from scratch w/ development |
Flow Trigger | Schedule (DAte, DAily, Weekly), Record, Application (SLA Task, Inbound email, MetricBase, Service Catalog) |
Complex Objects | TEmpalte can be saved to user in in/output in steps and actions |
Process Automation Designer | Processed document --> Automated Designs; Different Interface in Kanban / Playbook Style |
Flow Designer Roles | flow_operator, action_designer, flow_designer |
Virtual Agent
Term | Description |
---|---|
Virtual AGent | Automated chatting agent in service portal, common tasks, get info, make decisions |
CApabilites | Answering FAQ, Provide how to, perform diagnosis |
Acessible Content | Knowledge Bases, Service Catalog, System REcords |
Issue Auto Resolution | Intercept and help resolve submitted incidents |
Link Unfurling | Preview for TExts-Links, Videos, Images; Deactivate: By updating system property com.glide.cs.enable_link_unfurling to false. |
Interfaces | Service Portal, iOS, Android |
Third Party Messaging Support | Workplace (Google), MS Teams, Slack |
Data Schema
Term | Description |
---|---|
Schema Map | Visualisation of relationships between tables; From "Tables & Columns" menu accessed; Roles: personalize_dictionary, admin |
Field Settings / Attributes for Table | All > System Definition > Tables & Columns |
Dictionary (System Dictionary) | Details tables, fields in system; Navigate: All > System Definition > Dictionary |
Dictionary override | Override for field on inherited table (child), than on parent table; field dependencies, read-only status of field |
One-to-many relationship | Field in table references record other table |
Core Tables | Type: parent, child, base |
Record Number configuration | All > System Definition > Number Maintenance |
Create new table (Moduels) | Tables & Columns / Tables; Creates Default Modules: table label / plural table label |
Many-to-many relationship | bi-directional relationship between tables, related records visible from both tables in related list |
Dot-walking | In Platform UI: Green with plus sign |
Transaction Log | System Logs > Transactions |
Exempt from upgrade | Record altered from base, by customer |
List Search: Starts with | <value>% |
Data Policy | Rule forces data consistency |
Start import set | System Import Sets > Load Data |
Table Relation Types | Extension, One-to-many, Many-to-many |
Prefix Custom Tables (Global Scope) | u_ |
CRUD abbrev. | Create, REad, Update, Delete |
Reference Lookup Icon | Identifes reference fields, opens pop-up |
Diff. Label extended Table | All > System Definition > Language File |
sys_id | 32-character length, globally unique identifier |
Application/Access Control
Term | Description |
---|---|
System Address Filters | Configure to which emails communication allowed |
Elevated Roles | Only in current sessions, select security_admin in elevate roles |
Certificate based authentication methods | Common Access Card (CAC), Personal Identity Verification (PIV) |
Preferred Methods of Role Management | User in Group, Roles to group |
ACL Rule Permissions Configuration Options | Roles / Scripting who gets access / Conditions |
Access control processing oder | In what order ACL evaluated |
Role inhertiance | A Role Instance inherits all child-roles from role |
Create Role | All > User Administration > Roles |
Modules for Security | High Security Settings, Security, Access control |
Assignment Rules | All > System Policy > Rules > Assignment |
User Authentication Methods | LDAP, SSO, Local DB |
Assignment Lookup Rules | Type of assignment roles, only for incidents |
Scope | Encapsules applications, identifies and restricts access to files and data |
Create Assignment Lookup Rule | All > System Policy > Rules > Assignment Lookup Rules |
contextual security | System security type, every level in SN Object hierarchy, control tables and fields |
Importing Data
Term | Description |
---|---|
Transform Map | Relationships between fields in an import set to field in system table |
Transform Map: Rules | Defines how data converted before saving |
Data Source: Options | LDAP, JDBC |
Import File Types | Excel, XML, CSV |
Roles: Mange Import Sets | import_admin, admin |
Import Set: Fiedl | Can be mapped to multiple in target table |
Automatic Mappin gUitlity | All field in source and target match |
Coalesce Field | Updates record with this field name & value, otherwise new; when more than one --> first one |
Mapping assist utility | Not all field names match on source / target |
ACL | Field (or table) fully inaccessible to users without certain role / permission |
CMDB and CSDM
Term | Description |
---|---|
Key Tables in CMDB | Base CI (cmdb), Configuration Item (cmdb_ci), CI Relationship (cmdb_rel_ci) |
Dependency Views | Visualize CIs and relationships; Navigate: Depencency Views > View Map |
CSDM abbrev. | Commo Service Data Model,; Standard terms and definitions, best practive cmdb data modeling, OOB cmdb core tables |
Benefits CMDB | Locating failed cahnges, assoc to incidents; impact analysis of proposed changes; assess problem trends pertaining to cis; manage incidents affecting cis |
Service Mapping | Discovers and models relationships between CIs, automatically fills into cmdb |
LDAP abbrev. | Lightweight Directory Access Protocol |
Approach overlay service maps onto cmdb | Top-down |
Create suggested relationships | All > configuration > Relationships > Suggested Relationships |
CMDB Components | Dependency Views, Business Services, Processes |
CI Types | Tangible, intangible |
Testing CMDB Content | Quick start tests |
Manage CI Classes | All > Configuration > CI Class Manager |
MID abbrev | Management, Instrumentation, Discovery |
Discovery | finds devices and applications --> updates cmdb |