CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

InServiceNow, impersonation allows administrators toact as another userto troubleshoot, test permissions, or verify user experiences.

Tolog impersonation eventsin theSystem Log, the system property:

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glide.sys.log_impersonation

must beaddedand set totrue(true).

Key Features ofglide.sys.log_impersonation:Logswho impersonated whomin theSystem Log.

Capturestimestamp, user details, and session activity.

Helps withauditing and security compliance.

Navigate toSystem Definition > System Properties.

Search forglide.sys.log_impersonation.

If it doesn’t exist, create it:

Name:glide.sys.log_impersonation

Type:True/False

Value:true

Save the property and test impersonation.

How to Enable Impersonation Logging:

A. glide.user_setting →Incorrect

Not related to impersonation logging.

Deals withuser preferences and settings.

B. glide.sys.all_impersonation →Incorrect

No such property exists in ServiceNow.

D. glide.impersonation_setting →Incorrect

Incorrect property name; does not exist.

E. glide.sys.admin_login →Incorrect

Logsadmin logins, not impersonation events.

Why Other Options Are Incorrect?

Impersonating Users in ServiceNow

System Logs & Impersonation Tracking

Official ServiceNow Documentation Reference:

✔Common Services Data Model (CSDM)is aServiceNow best-practice frameworkthatstandardizes how IT services, applications, and infrastructure are structured in the CMDB. It provides ablueprintfor aligning ServiceNow configurations with business and IT operations.

Why CSDM is Important:

Ensures consistency inIT service mapping and asset relationships.

Helps organizationsalign CMDB datawith ITSM, ITOM, and other ServiceNow applications.

Providesdata governance and best practicesto maintain data integrity.

Option B (CMDB)is incorrect because theCMDB is the database that stores configuration items (CIs), but CSDM defines the model for structuring it.

Option C (ITSM)is incorrect because ITSM includes processes like Incident, Problem, and Change Management, but does not provide adata modelblueprint.

Option D (ServiceNow Wiki)is incorrect because ServiceNow no longer uses a wiki for documentation (it has been replaced by theServiceNow Docs Portal).

????Reference:ServiceNow Common Services Data Model (CSDM) Guide

A service portal is a centralized platform designed to provide users with self-service capabilities, including searching for articles (knowledge base), submitting requests (e.g., IT support tickets, HR inquiries), and browsing communication notices (announcements, updates). It acts as a single point of access for various services.

TheSystem Properties > Basic Configuration UI16page in ServiceNowallows administrators to customize the UI appearancefor end users. It providesbasic branding and theming optionsfor the ServiceNow instance.

Browser tab title→(A)You can modify the browser tab title that appears when users open ServiceNow.

Module text color→(B)This setting allows you to change the text color of the left navigation menu items.

Base theme→(D)You can select a base theme for the platform UI, impacting overall styling.

Header background color→(G)This setting changes the background color of the header in UI16.

Banner Image→(H)Allows uploading a custom banner/logo to replace the default ServiceNow logo.

C. Preferred browser→ Incorrect. ServiceNow does not allow setting a preferred browser from System Properties. Users must configure this on their own.

E. Font style→ Incorrect. UI16 Basic Configuration does not provide font customization options. Fonts are controlled through system themes and CSS.

F. Animation style→ Incorrect. ServiceNow UI16 does not provide options to change animation styles from Basic Configuration.

TheApplication Navigatoris the primary navigation panel in ServiceNow. It provides access to allapplications and modules, includingIncident Management, Change Management, Service Catalog, and more.

It is found on theleft-hand sideof the ServiceNow interface.

Users cansearch, expand, and collapseapplications for easy navigation.

Common applications includeIncident, Problem, Change, and CMDB.

A. Self-Service Module– This module is forend usersto submit requests but does not provide access to all applications.

C. Service Desk Homepage– This is adashboard, not a navigation tool.

D. Favorites– TheFavorites sectionstores frequently accessed modules but does not list all applications.

ServiceNow Navigation – Application Navigator

ServiceNow CSA Training Module:"Navigating the ServiceNow Platform"

Where is the Application Navigator Located?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

UI Policiesin ServiceNow dynamically control form field behaviorswithout scripting. They help maintaindata consistencyand improve user experience.

B. Setting fields hidden

UI Policies canhideform fields based on conditions.

Example: Hide the"Resolution Notes"field unlessState = Resolved.

D. Setting fields read-only

UI Policies canmake fields read-onlyto prevent users from modifying certain data.

Example: Set"Requested For"fieldread-onlyafter submission.

E. Setting fields mandatory

UI Policies canenforce mandatory fieldsbased on conditions.

Example: Make the"Justification"field mandatory ifPriority = High.

A. Setting fields to accept the data with ‘n’ number of characters

Field length restrictions are set in theDictionary Definition, not UI Policies.

C. Setting fields to accept the data in an expected format

Data formatting (e.g., date, phone number) is controlled byField Types and Data Policies, not UI Policies.