servicenow certified system administrator exam … · servicenow and the servicenow logo are...

2Q2018

ServiceNowCertifiedSystemAdministratorExamSpecification

©2018ServiceNow,Inc.Allrightsreserved.ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 2

IntroductionThisServiceNowCertifiedSystemAdministratorExamSpecification(Blueprint)definesthepurpose,audience,testingoptions,examinationcontentcoverage,testframework,andtheprerequisitesnecessarytobecomeaServiceNowCertifiedSystemAdministrator.

ExamPurposeTheServiceNowSystemAdministratorCertificationdemonstratesthatasuccessful candidatehastheskillsandessentialknowledgetocontributetotheconfiguration,implementation,andmaintenanceoftheServiceNowsystem.SuccessfullypassingthisCertificationexamalsoestablishesasetofskillsnecessarytocontinueintheServiceNowCertificationpaths.Itisaprerequisiteforadvancedcourses.

AudienceTheServiceNowSystemAdministratorCertificationexamisavailabletoServiceNow customers,partners,salesengineers,andothersinterestedinbecomingaServiceNowCertified SystemAdministrator.

ExperienceSuccessfulcandidatesforthiscertificationshouldhaveindustryexperiencewithdatabaseconceptsandsystemmanagement.SomeknowledgeofITHelpDeskprocessesandtheincident,problem,andchangeworkflowsisalsohelpful. Ideally,approximatelythreetosixmonthsofexperienceusingand/ormaintaininganinstanceinServiceNowis recommended.

PrerequisitesThisexamdoesnothaveanyspecificrequirementssuchasfamiliaritywithprogramminglanguagessuchasJavaScriptorC++.TheServiceNowFundamentalsclassmaterialsarethebasisforthisexam.Questionstestinformationpresentedintheclassslidesandnotes,activities,labs,andexercises.Successfulcandidatesmayhavesystemadministrationrolesand/orbelongtogroupsthatallowadministrativeaccesstoServiceNowadministrativeapplicationsandmodules.


GeneralPrerequisitesSkillsforCertificationAsuccessfulcandidatecan:

• DescribetheServiceNowuserinterface• Provideasummaryofthedatabaseschema• Demonstrateusesforcommonlyaccessedapplications,advancedfeatures,and

functionality,suchasscriptingandapplicationdevelopment

ExamStructureTheexamconsistsof60questionsdeliveredina90-minuteperiod.Thefollowingtableshowstheknowledgedomainsmeasuredbythisexamandthepercentageofquestionsrepresentedineachdomain.

LearningDomain PercentofExam1 UserInterface&Navigation 20%2 Collaboration 10%3 DatabaseAdministration 30%4 ServiceAutomation 30%5 IntrotoScripting&ApplicationTools 10% Total 100%

QuestionFormatsandResponses

Foreachquestionontheexamination,therearemultiplepossibleresponses.Thepersontakingtheexamreviewstheresponseoptionsandselectsthemostcorrectanswerto thequestion.Awronganswer,calledadistractor,isanincorrectansweracandidatewithincompleteskillorknowledgemaychoose.Adistractorisaplausibleoptionthatfitsintothetopicareadefinedbyatestobjective,butisnotthecorrectresponse.Multiplequestionformatsmaybepresentedduringtheexam.Examplesinclude:MultipleChoice(singleanswer)ForeachMultipleChoicequestionontheexam,therearefour(4)possibleresponses.AnexamineereviewstheresponseoptionsandselectstheONE(1)responsemostaccuratelyanswersthequestion.


MultipleSelect(selectallthatapply)ForeachMultipleSelectquestionontheexam,therearemultiplepossibleresponses.AnexamineereviewstheresponseoptionsandselectsALLresponsesthataccuratelyanswerthequestion.MultipleSelectquestionsmayhaveone(1),two(2),three(3),orfour(4)correctresponses.Partialcreditisawardedforeachcorrectresponse.TrueorFalseAnexamineeispresentedwithastatementandisaskedtoselectthecorrectanswerfromthetwooptions;thestatementiseithertrueorfalse.MatchingAnexamineeispresentedalistofitemsandisaskedtomatcheachitemittoitscorrelatingitemdisplayedinaseparatelist.

TestingProcess

Eachcandidatemustregisterfortheexam.Duringtheregistrationprocess,eachtesttakerhastheoptionoftakingtheexamatanAuthorizedTestingCenterorasanonline-proctoredexam.Inbothtestingvenues,theCertifiedSystemAdministratorexamisdonethroughaconsistent,friendly,userinterfacecustomizedforServiceNowtests.

TheKryterionTestingNetworkisworldwideandalllocationsofferasecure,comfortable testingenvironment.Candidatesregisterfortheexamatanexactdateandtimesothereisnowaitingandaseatisreservedinthetestingcenter.

Eachcandidatecanalsochoosetotaketheexamasanonline-proctoredexam.Thistestingenvironmentallowsacandidatetotakethetestonhisorherownsystem.Accesstoawebbrowser,awebcam,andbroadbandaccesstotheInternetisrequired.NOTE:Aspecialaccommodationversionoftheexamisavailable.Contacttraining@servicenow.comformoreinformation.Dependingontheaccommodation,theremaybea30-dayleadtimebeforetesting.


ExamResultsAftercompletingandsubmittingtheexam,resultsareimmediatelycalculatedanddisplayedtothecandidate.APassorFailmessageisdisplayed,givingthecandidateimmediatefeedback.NOTE:Actualscoringinformationisnotprovidedtoprotecttheintegrityoftheexam.

ExamContentDescriptionExamcontentisdividedintoLearningDomainsthatcorrespondtotheServiceNowFundamentalscoursecontent.IneachLearningDomain,specificlearningobjectiveshavebeenidentifiedandaretestedintheexam.BelowisalistofeachLearningDomainanditslearningobjectives.Asamplequestionforeachdomainisalsoprovided.NOTE:ThisServiceNowCertifiedSystemAdministratorExamSpecificationincludestestobjectives,weighting,andsamplequestions.Thesub-skillslistedtoclarifythetestobjectivesincludeafewexamples,butshouldnotbeconsideredanall-inclusivelistingoftheexaminationcontent.TheSampleItemslistedasexamplesrepresenta“medium”levelofdifficulty.LearningDomain1–UserInterface&Navigation

A. UnderstandthekeyUIcomponentsofServiceNowB. KnowhowusersareorganizedinServiceNow,includinghowtheyareaddedtothe

platformandaccessdifferentareasC. Explorelistsandforms,aswellastheirrespectivefeaturesD. Identifytheimportanceofbranding,aswellashowtoapplyittotheplatform

SampleItem

Whichoneoftheseapplicationsisavailabletoallusers?A. ChangeB. IncidentC. FacilitiesD. Self-Service


LearningDomain2–Collaboration

A. Identifypracticesrelatedtotaskmanagement,includingfeatures/functionalityavailabletoleverage

B. Knowwhatnotificationsareandwhattheyareusedfor

SampleItemConnectChatisusedbyuserswiththerightrolestocommunicateinServiceNow.

A. TrueB. False

LearningDomain3–DatabaseAdministration

A. UnderstandthedatabaseschemaB. KnowhowtoprotectdatainServiceNowwithAccessControlRulesC. KnowhowtopopulatethedatabasebyusingImportSetsD. Identifyhowtoutilizeaconfigurationmanagementdatabaseandwhy

SampleItem

WhichoneofthefollowingisadefinitionfortransformmapsinServiceNow?A. AmapthatisusedtostorethehistoryoftheincidentrecordsB. AmapusedtoadddatatoencryptedfieldsC. AmapusedtotriggerBusinessRulesbeforethedataisqueuedinthe

outboundWebServiceD. AmaptodeterminerelationshipsbetweenfieldsdisplayinginanImportSetto

fieldsinanexistingtable


LearningDomain4–ServiceAutomation

A. IdentifyhowServiceLevelAgreementsareusedB. ExploretheServiceCataloganditscomponentsC. UnderstandwhattheFlowDesignerandWorkflowsareandwhytheyareusedD. KnowabouttheKnowledgeBaseanditscontentcreationprocessE. Understandbasicreportingandthebenefitsofperformanceanalytics

SampleItem

MultipleChoice,SingleLineText,andSelectBoxarewhattypeofelementsinServiceNow?

A. OrderGuidesB. RequestTypesC. VariableTypesD. RelatedLists

LearningDomain5–IntrotoScripting&ApplicationTools

A. IdentifyvariousscripttypesavailableintheplatformandwhattheyenableB. KnowwhatUpdateSetsareandhowtheyareusedC. Understandanoverviewofapplicationdevelopmentandgeneralguidelines

SampleItem

UpdateSetscanonlybeusedinproductioninstancesofServiceNow.A. TrueB. False

servicenow certified system administrator exam … · servicenow and the servicenow logo are...

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