Blueprint_CSA BAMS 1000 Service Now Sys Admin Exam Specs
User Manual: BAMS-1000
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! ! 3Q2017!
ServiceNow!!
Certified!System!Administrator!
Exam!Specification!
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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Introduction!
This!ServiceNow!Certified!System!Administrator!Exam!Specification!(Blueprint)!defines!the!
purpose,!audience,!testing!options,!examination!content!coverage,!test!framework,!and!the!
prerequisites!necessary!to!become!a!ServiceNow!Certified!System!Administrator.!
Exam!Purpose!
The!ServiceNow!System!Administrator!Certification!demonstrates!that!a!successful! candidate!
has!the!skills!and!essential!knowledge!to!contribute!to!the!configuration,!implementation,!and!
maintenance!of!the!ServiceNow!system.!
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Successfully!passing!this!Certification!exam!also!establishes!a!set!of!skills!necessary!to!continue!
in!the!ServiceNow!Certification!paths.!It!is!a!prerequisite!for!advanced!courses.!
Audience!
The!ServiceNow!System!Administrator!Certification!exam!is!available!to!ServiceNow! customers,!
partners,!sales!engineers,!and!others!interested!in!becoming!a!ServiceNow!Certified! System!
Administrator.!
Experience!
Successful!candidates!for!this!certification!should!have!industry!experience!with!database!
concepts!and!system!management.!Some!knowledge!of!IT!Help!Desk!processes!and!the!
incident,!problem,!and!change!workflows!is!also!helpful.! Ideally,!approximately!three!to!six!
months!of!experience!using!and/or!maintaining!an!instance!in!ServiceNow!is!recommended.!
Prerequisites!!
This!exam!does!not!have!any!specific!requirements!such!as!familiarity!with!programming!
languages!such!as!JavaScript!or!C++.!The!ServiceNow!Fundamentals!class!materials!are!the!basis!
for!this!exam.!Questions!test!information!presented!in!the!class!slides!and!notes,!activities,!labs,!
and!exercises.!
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Successful!candidates!may!have!system!administration!roles!and/or! belong!to!groups!that!allow!
administrative!access!to!ServiceNow!administrative! applications!and!modules.!
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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General!Prerequisites!Skills!for!Certification!
A!successful!candidate!can:!
• Describe!the!ServiceNow!user!interface!
• Provide!a!summary!of!the!database!schema!
• Demonstrate!uses!for!commonly!accessed!applications,!advanced!features,!and!
functionality,!such!as!scripting!and!application!development!
Exam!Structure!
The!exam!consists!of!60!questions!delivered!in!a!90-minute!period.!The!following!table!shows!the!
knowledge!domains!measured!by!this!exam!and!the!percentage!of!questions!represented!in!
each!domain.!
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Learning!Domain!
Percent!of!Exam!
1!
User!Interface!and!Navigation!
20%!
2!
Users!and!Tasks!
10%!
3!
Data!Administration!
30%!
4!
Service!Automation!
20%!
5!
Introduction!to!Scripting!and!Development!
20%!
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Total!
100%!
Question!Formats!and!Responses!
For!each!question!on!the!examination,!there!are!multiple!possible!responses.!The!person!taking!
the!exam!reviews!the!response!options!and!selects!the!most%correct%answer!to!the!question.!A!
wrong!answer,!called!a!distractor,!is!an!incorrect!answer!a!candidate!with!incomplete!skill!or!
knowledge!may!choose.!A!distractor!is!a!plausible!option!that!fits!into!the!topic!area!defined!by!
a!test!objective,!but!is!not!the!correct!response.!
Multiple!question!formats!may!be!presented!during!the!exam.!Examples!include:!
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Multiple!Choice!(single!answer)!
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For!each!Multiple!Choice!question!on!the!exam,!there!are!four!(4)!possible!responses.!
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An!examinee!reviews!the!response!options!and!selects!the!ONE!(1)!response!most!accurately!
answers!the!question.!
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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Multiple!Select!(select!all!that!apply)!
For!each!Multiple!Select!question!on!the!exam,!there!are!multiple!possible!responses.!An!
examinee!reviews!the!response!options!and!selects!ALL!responses!that!accurately!answer!the!
question.!
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Multiple!Select!questions!may!have!one!(1),!two!(2),!three!(3),!or!four!(4)!correct!responses.!!
Partial!credit!is!awarded!for!each!correct!response.!
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True!or!False!
An!examinee!is!presented!with!a!statement!and!is!asked!to!select!the!correct!answer!from!the!
two!options;!the!statement!is!either!true!or!false.!
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Matching!
An!examinee!is!presented!a!list!of!items!and!is!asked!to!match!each!item!it!to!its!correlating!
item!displayed!in!a!separate!list.!
Testing!Process!
Each!candidate!must!register!for!the!exam.!During!the!registration!process,!each!test!taker!has!
the!option!of!taking!the!exam!at!an!Authorized!Testing!Center!or!as!an!online-
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proctored!exam.!In!
both!testing!venues,!the!Certified!System!Administrator!exam!is!done!through!a!consistent,!
friendly,!user!interface!customized!for!ServiceNow!tests.!
The!Kryterion!Testing!Network!is!worldwide!and!all!locations!offer!a!secure,!comfortable! testing!
environment.!Candidates!register!for!the!exam!at!an!exact!date!and!time!so!there!is!no!waiting!
and!a!seat!is!reserved!in!the!testing!center.!
Each!candidate!can!also!choose!to!take!the!exam!as!an!online-proctored!exam.!This!testing!
environment!allows!a!candidate!to!take!the!test!on!his!or!her!own!system.!Access!to!a!web!
browser,!a!webcam,!and!broadband!access!to!the!Internet!is!required.!
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NOTE:!A!special!accommodation!version!of!the!exam!is!available.!
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Contact!training@servicenow.com!for!more!information.!Depending!on!the!accommodation,!
there!may!be!a!30-day!lead!time!before!testing.!
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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Exam!Results!
After!completing!and!submitting!the!exam,!results!are!immediately!calculated!and!displayed!to!
the!candidate.!A!Pass!or!Fail!message!is!displayed,!giving!the!candidate!immediate!feedback.!
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NOTE:!Actual!scoring!information!is!not!provided!to!protect!the!integrity!of!the!exam.!
Exam!Content!Description!
Exam!content!is!divided!into!Learning!Domains!that!correspond!to!the!ServiceNow!
Fundamentals!course!content.!In!each!Learning!Domain,!specific!learning!objectives!have!been!
identified!and!are!tested!in!the!exam.!Below!is!a!list!of!each!Learning!Domain! and!its!learning!
objectives.!A!sample!question!for!each!domain!is!also!provided.!
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NOTE:!This!ServiceNow!Certified!System!Administrator!Exam!Specification!includes!test!
objectives,!weighting,!and!sample!questions.!The!sub-skills!listed!to!clarify!the!test!objectives!
include!a!few!examples,!but!should!not!be!considered!an!all-inclusive!listing!of!the!examination!
content.!The!Sample!Items!listed!as!examples!represent!a!“medium”!level!of!difficulty.!!
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Learning!Domain!1!–!User!Interface!and!Navigation!
A. Understand!the!key!UI!components!of!ServiceNow!
B. Explore!lists!and!forms,!as!well!as!their!respective!features!
C. Identify!the!importance!of!branding,!as!well!as!how!to!apply!it!to!the!platform!
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Sample%Item%
Which!one!of!these!applications!is!available!to!all!users?!
A. Change!
B. Incident!
C. Facilities!
D. Self-Service%
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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Learning!Domain!2!–!Users!and!Tasks!
A. Know!how!users!are!organized!in!ServiceNow,!including!how!they!are!added!to!the!
platform!and!access!different!areas!
B. Identify!practices!related!to!task!management,!including!features/tools!available!to!
leverage!
C. Know!what!notifications!are!and!what!they!are!used!for!
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Sample%Item%
User!records!are!found!in!the!User![sys_user]!table.!
A. True%
B. False!
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Learning!Domain!3!–!Data!Administration!
A. Understand!the!database!schema!
B. Identify!how!to!utilize!a!configuration!management!database!and!why!
C. Know!how!to!populate!the!database!
D. Understand!basic!reporting!and!the!benefits!of!performance!analytics!
E. Know!how!to!protect!data!in!ServiceNow!
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Sample%Item%
Which!one!of!the!following!is!a!definition!for!transform!maps!in!ServiceNow?!
A. A!map!that!is!used!to!store!the!history!of!the!incident!records!
B. A!map!used!to!add!data!to!encrypted!fields!
C. A!map!used!to!trigger!Business!Rules!before!the!data!is!queued!in!the!
outbound!Web!Service!
D. A%map%to%determine%relationships%between%fields%displaying%in%an%Import%Set%to%
fields%in%an%existing%table%
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©!2017!ServiceNow,!Inc.!All!rights!reserved.!!
ServiceNow!and!the!ServiceNow!logo!are!trademarks!of!ServiceNow,!Inc.!All!other!brand!and!product!names!are!trademarks!or!registered!trademarks!of!their!respective!holders.!!
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Learning!Domain!4!–!Service!Automation!
A. Know!about!the!Knowledge!Base!and!its!content!creation!process!
B. Explore!the!Service!Catalog!and!its!components!
C. Understand!what!Workflows!are!and!why!they!are!used!
D. Identify!how!Service!Level!Agreements!are!used!
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Sample%Item%
Multiple!Choice,!Single!Line!Text,!and!Select!Box!are!what!type!of!elements!in!
ServiceNow?!
A. Order!Guides!
B. Request!Types!
C. Variable%Types%
D. Related!Lists!
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Learning!Domain!5!–!Introduction!to!Scripting!and!Development!
A. Identify!various!script!types!available!in!the!platform!and!what!they!enable!
B. Understand!what!features!are!available!for!instance!maintenance!
C. Know!about!instance!upgrades,!performance,!and!cloning!
D. Know!about!application!development!and!general!guidelines!
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Sample%Item%
Only!production!instances!of!ServiceNow!can!be!cloned.!
A. True!
B. False%
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