SNOW-CSA Practice Test 34 — 15 Questions

Question 1

Which TWO elements are mandatory when defining an SLA definition in ServiceNow?

Accepted Answer

Condition. An SLA definition in ServiceNow requires a Condition to determine which records are covered by the SLA. Without a condition, the SLA would apply to all records or none, making it impossible to scope the SLA to specific criteria like priority or category. The condition is a mandatory field that defines the filter for when the SLA should start tracking.

Answer

Breach timers

Answer

Metrics

Answer

Escalation

Question 2

A user complains that when they submit a catalog item, they receive an error: 'The variable is mandatory but has no value.' However, the variable is not marked as mandatory in the item's variable definition. What could be the cause?

Accepted Answer

A Catalog Client Script of type 'onSubmit' sets the variable mandatory.. A Catalog Client Script of type 'onSubmit' can dynamically set a variable as mandatory using the `g_form.setMandatory('variable_name', true)` method. This overrides the variable's definition in the catalog item, causing the 'mandatory but has no value' error even when the variable is not marked mandatory in the item's variable definition.

Answer

A Business Rule on the request table sets the variable mandatory.

Answer

A UI Policy on the record producer makes the variable mandatory.

Answer

The variable is mandatory in the parent catalog category.

Question 3

Refer to the exhibit. An incident is updated and state changes from 'New' to 'In Progress'. Active is true. The notification is not sent. Which is the most likely cause?

Accepted Answer

The assigned user field is empty, so there is no recipient for the notification.. The notification requires a recipient to send, and if the assigned user field is empty, the system cannot determine who should receive the notification. In ServiceNow, notifications rely on the 'Who will receive' condition, which often includes the 'Assigned user' field. Without a value in that field, the notification is not sent, even if the state change and active flag are correctly configured.

Answer

The condition 'state changes' is not satisfied because the state changed from 'New' to 'In Progress', which is a change.

Answer

The email template 'incident_update' is missing or invalid.

Answer

The notification is configured to send only on insert, not on update.

Question 4

An administrator wants to create a new module under the 'User Administration' application menu. Which module type should be used to display a list of users?

Accepted Answer

List. A List module type is specifically designed to display a table of records from a specified table, such as the sys_user table for users. When creating a module under the 'User Administration' application menu, selecting List allows the administrator to configure the module to show a list view of user records, including columns, filters, and sorting options.

Answer

Form

Answer

URL

Answer

Report

Question 5

A user wants to quickly find an incident by its number without navigating through menus. Which feature should they use?

Accepted Answer

Navigator filter. The Navigator filter allows users to quickly locate any record, including incidents, by typing its number directly into the filter field at the top of the left-hand navigation pane. This bypasses the need to navigate through menus or modules, providing instant access to the specific record. It is the fastest method for finding a record by its unique identifier without leaving the current view.

Answer

Favorites

Answer

History

Answer

Global search

Question 6

Drag and drop the steps to create a new user in ServiceNow into the correct order.

Accepted Answer

Navigate to User Administration > Users, click New, enter mandatory fields (User ID, Email), then click Submit.. Creating a new user in ServiceNow requires navigating to the Users module, clicking New to open a blank record, entering mandatory fields like User ID and Email, and finally submitting the form. Skipping or reordering steps leads to errors or missing fields.

Answer

Navigate to User Administration > Users, enter mandatory fields, click New, then click Submit.

Answer

Navigate to User Administration > Users, click New, click Submit, then enter mandatory fields.

Answer

Click New, navigate to User Administration > Users, enter mandatory fields, then click Submit.

Question 7

An administrator notices that a scheduled job that queries the cmdb_ci table is taking longer than expected. The job uses a glide query with multiple encoded queries. What is the best approach to improve performance without altering the job's results?

Accepted Answer

Add an index on the fields used in the encoded query conditions.. Adding an index on the fields used in the encoded query conditions directly reduces the number of rows scanned by the database engine when executing the GlideRecord query. This improves query performance without changing the logic or results of the scheduled job, as indexes only affect data access speed, not the data returned.

Answer

Create a database view on the cmdb_ci table and query the view instead.

Answer

Convert the glide query to a direct database query using System SQL.

Answer

Add an index on the sys_created_on field.

Question 8

A catalog item is configured to use an order guide. When a user submits the order guide, only the first catalog item in the guide appears. What is the most likely cause?

Accepted Answer

The order guide's 'Delivery method' is set to 'One at a time'. When an order guide's 'Delivery method' is set to 'One at a time', the system processes only the first catalog item and stops, rather than adding all items to the cart. This setting is designed for scenarios where each item must be ordered individually, so submitting the guide results in only the first item appearing.

Answer

The workflow attached to the order guide is incomplete

Answer

The catalog items have mandatory variables that are not filled

Answer

The order guide is in a restricted category

Question 9

A consultant is designing the CMDB for a large enterprise. The company wants to track relationships between business services, applications, and infrastructure components. Which relationship model should be used to represent that a business service depends on an application, which in turn depends on a server?

Accepted Answer

Dependency relationship (structural). A dependency relationship (structural) is the correct model because it explicitly captures the directional 'depends on' nature of the chain: a business service relies on an application, which in turn relies on a server. In ServiceNow CMDB, structural dependency relationships (e.g., 'Depends on' or 'Used by') are designed to represent these hierarchical, transitive dependencies between CIs, enabling impact analysis and root cause mapping.

Answer

Membership relationship

Answer

Ownership relationship

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Connectivity relationship

Question 10

Refer to the exhibit. The UI Policy script above is meant to make the Short Description field mandatory when the incident state is 'In Progress'. However, it does not work. What is the most likely reason?

Accepted Answer

There is a syntax error in the function parameters: 'previous !=null' is invalid. The condition `previous != null` is invalid syntax in a UI Policy script. UI Policy scripts run on the client side and do not have access to the `previous` object, which is only available in server-side business rules. The correct approach would be to check the current state of the `state` field using `g_form.getValue('state')` or similar client-side methods.

Answer

The method 'g_form.setMandatory' is deprecated

Answer

The script is blocked by the 'glide.script.secure' property

Answer

The script uses 'current' object which is not available in client scripts

Question 11

An administrator wants to ensure that CI relationship data is accurate. Which tool should be used to identify CIs that have missing or invalid relationships?

Accepted Answer

CMDB Health Verification. CMDB Health Verification is the correct tool because it specifically evaluates the completeness and accuracy of CI relationships by running health checks that flag CIs with missing or invalid relationships. It provides a dashboard and reports that highlight relationship gaps, enabling administrators to remediate data quality issues directly.

Answer

CMDB Data Manager

Answer

Discovery

Answer

CI Change Request

Question 12

A large financial institution uses ServiceNow CMDB to manage their IT infrastructure. They have a complex environment with multiple data sources: Discovery, SCCM, and a custom integration from their cloud provider. The CMDB contains over 100,000 CIs. Recently, the CMDB team noticed that for a specific set of Windows servers, the 'os_version' attribute is being updated to an incorrect value every night. The value comes from the SCCM integration, which is supposed to be the authoritative source for software-related attributes. However, the 'os_version' attribute should be authoritative from Discovery. The IRE is configured with reconciliation rules, but the issue persists. The team also finds that the Discovery job for these servers runs at 2:00 AM, and the SCCM integration runs at 3:00 AM. The incorrect value appears after the SCCM run. The reconciliation rules are set so that Discovery is authoritative for 'os_version', but the SCCM integration still overwrites it. What is the most likely cause and recommended action?

Accepted Answer

Review and correct the reconciliation rule to ensure Discovery is the authoritative source for 'os_version' and that the rule is active.. The reconciliation rule is the mechanism that dictates which data source is authoritative for a specific attribute. If the rule is misconfigured, inactive, or not properly scoped, the IRE will allow the SCCM integration to overwrite the 'os_version' attribute even though Discovery is intended to be authoritative. Reviewing and correcting the rule ensures that the IRE enforces the correct source priority for that attribute.

Answer

Enable the IRE 'Strict' mode to prevent any updates from non-authoritative sources.

Answer

Disable the SCCM integration for these servers and rely solely on Discovery.

Answer

Change the order of the integrations so that SCCM runs before Discovery.

Question 13

You are responsible for the CMDB at a large enterprise. The CMDB is used for change management and incident management. Recently, during a major incident, it was found that several critical CIs were missing from the CMDB, causing delays in troubleshooting. Further analysis reveals that the Discovery probes were not running on those devices due to schedule conflicts. You need to ensure that all critical devices are discovered regularly. What is the most effective solution?

Accepted Answer

Create a dedicated Discovery schedule for critical devices with a higher frequency.. Creating a dedicated Discovery schedule for critical devices ensures they are discovered at a higher frequency without being affected by schedule conflicts that impact the general discovery schedule. This approach guarantees that critical CIs are consistently updated in the CMDB, which is essential for effective change and incident management. By isolating critical devices into their own schedule, you avoid the overhead of increasing frequency for all devices while meeting the specific requirement for regular discovery of critical assets.

Answer

Manually add the missing CIs and set a reminder to check every week.

Answer

Use horizontal discovery to prioritize critical devices.

Answer

Increase the frequency of Discovery schedules for all devices.

Question 14

Refer to the exhibit. A script include returns false for a user with the admin role. Which is the most likely reason?

Accepted Answer

The user is not a member of the specified group.. The script include explicitly checks group membership, likely using a method like `gs.getUser().isMemberOf('some_group')`. Even if the user has the admin role, the script returns false if the user is not a member of the specified group, as admin roles do not automatically grant group membership in ServiceNow.

Answer

The user's session is expired.

Answer

The user does not have the admin role.

Answer

The GlideRecord query failed due to a missing table.

Question 15

Refer to the exhibit. An administrator runs this script in a background script. The script runs without errors but does not output any CI names. All servers exist in the CMDB. What could be the issue?

Accepted Answer

The administrator does not have read access to the cmdb_ci table.. The script runs without errors but returns no records, indicating a permission issue. In ServiceNow, if the administrator lacks read access to the 'cmdb_ci' table (or the specific table being queried), GlideRecord will not return any records even if they exist. The other options are incorrect: A is wrong because 'cmdb_ci_server' is the correct sys_class_name value for server CIs; B is false because the script runs without errors, so initialization is fine; D is false because the condition is not necessary for record output—the query itself would return all records without a condition.

Answer

The sys_class_name should be 'Server' instead of 'cmdb_ci_server'.

Answer

The GlideRecord is not properly initialized.

Answer

The script does not have a condition to check the number of records.