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ServiceNow Certified System Administrator Syllabus

User Interface and Navigation

Covers the ServiceNow platform UI, navigation, forms, lists, and user personalization.

14%
Weight
8
Questions
8
Marks

ServiceNow UI Fundamentals

  • Next Experience UI vs Classic UI
  • Application Navigator and menus
  • Global search and list views
  • Favorites and history

Forms and Lists

  • Form layout and personalization
  • List controls and column management
  • Related lists and embedded lists
  • Form vs list views

Instance Configuration

Covers system properties, plugins, update sets, branding, and foundational system configuration.

20%
Weight
12
Questions
12
Marks

System Properties and Configuration

  • System properties (sys_properties)
  • Plugin activation and management
  • Application and module configuration
  • Email configuration and notifications setup

Update Sets

  • Creating and managing local update sets
  • Retrieving remote update sets
  • Preview and commit of update sets
  • Update set conflicts and resolution

Users, Groups, and Roles

  • Creating and managing users
  • Group membership and manager hierarchy
  • Role assignment and inheritance
  • LDAP and SSO integration concepts

Database Management and Maintenance

Covers tables, fields, relationships, Access Control Lists (ACLs), and data dictionary.

16%
Weight
10
Questions
10
Marks

ServiceNow Data Model

  • Table hierarchy and inheritance
  • Creating and extending tables
  • Field types and data dictionary
  • Many-to-many relationships and glide list fields

Access Control Lists (ACLs)

  • ACL types: read, write, create, delete
  • ACL evaluation order and fallthrough
  • Condition-based ACLs with scripts
  • Field-level security

Self-Service and Automation

Covers ServiceNow automation tools including business rules, client scripts, UI policies, Flow Designer, and workflow.

18%
Weight
11
Questions
11
Marks

Business Rules

  • Business rule types: before, after, async, display
  • Condition and script fields
  • GlideRecord API in business rules
  • Preventing recursive business rules

Flow Designer and Workflow

  • Creating flows with triggers and actions
  • Flow Designer vs Legacy Workflow Editor
  • Subflows and reusable actions
  • Approval workflows and SLA automation

Client Scripts and UI Policies

  • Client script types: onLoad, onChange, onSubmit
  • UI Policies: show/hide and mandatory fields
  • GlideForm (g_form) API
  • UI Actions and buttons

Collaboration and Communication

Covers notifications, templated snippets, live feed, and service portal basics.

10%
Weight
6
Questions
6
Marks

Email Notifications

  • Creating notification templates
  • Notification conditions and recipients
  • Notification devices and preferences
  • Inbound email actions

Service Portal Basics

  • Service Portal overview and purpose
  • Widgets and page configuration
  • Catalog items in the portal

IT Service Management (ITSM)

Covers core ITSM processes: Incident, Problem, Change, Request, and Service Catalog management in ServiceNow.

14%
Weight
8
Questions
8
Marks

Incident and Problem Management

  • Incident lifecycle and states
  • Assignment rules and routing
  • Problem investigation and known errors
  • Workaround documentation

Change and Request Management

  • Change types: normal, standard, emergency
  • CAB workbench and approval workflow
  • Service Catalog request fulfillment
  • Catalog items, variables, and order guides

SLA and OLA Configuration

  • SLA definitions and workflow conditions
  • SLA pause and resume conditions
  • Retroactive start and SLA stages
  • SLA reporting and breach alerts

Platform Analytics and Reporting

Covers ServiceNow reporting, dashboards, performance analytics, and data visualization.

8%
Weight
5
Questions
5
Marks

Report Builder

  • Report types: bar, pie, list, trend, heat map
  • Report sources and conditions
  • Scheduling and sharing reports
  • Homepages and dashboards

Performance Analytics

  • Indicators, breakdowns, and scores
  • Data collection and snapshots
  • PA dashboards and widgets

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I need help understanding User Interface and Navigation

Smart Flash Cards

AI-generated flash cards that adapt to your learning progress

  • Spaced repetition system
  • Progress tracking

Timed Exams

Simulate real exam conditions with timed practice tests

  • Exam-like environment
  • Time management skills

Practice Tests

Comprehensive question bank with detailed explanations

  • Latest exam patterns
  • Detailed solutions

Mind Maps

Visual learning tools to connect and remember concepts

  • Interactive diagrams
  • Topic relationships

Track Your Progress

Get detailed insights into your learning journey with our advanced analytics

  • Topic-wise performance analysis
  • Real-time progress tracking
  • Weak area identification

Learning Progress

User Interface and Navigation 85%
Instance Configuration 92%

Practice Test Scores

95%
Latest Score
Above passing threshold

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1

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2

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3

Master

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