New ServiceNow CSA Exam Format 2025: Everything You Need to Know

ServiceNow has introduced significant changes to the Certified System Administrator (CSA) exam format in 2025. Whether you're preparing for your first attempt or planning a retake, understanding these updates is crucial for exam success.

What's Changed in the 2025 CSA Exam?

Updated Exam Structure

The 2025 ServiceNow CSA exam maintains the same core foundation but includes important updates:

• Total Questions: Still 60 multiple-choice questions
• Time Limit: 90 minutes (unchanged)
• Passing Score: 70% (42 correct answers required)
• Delivery Method: Proctored online or at testing centers
• Validity: Certification valid for 2 years

New Content Distribution

ServiceNow has adjusted the topic weightings to reflect current platform priorities:

1. ServiceNow Platform & User Interface (20%)

• Enhanced focus on Next Experience UI
• Mobile application navigation
• Workspace configuration
• UI Builder fundamentals

2. Collaboration & Self-Service (15%)

• Virtual Agent implementation
• Service Portal customization
• Knowledge management best practices
• Employee Center configuration

3. Database Administration (15%)

• Table relationships and data modeling
• Import sets and transform maps
• Data policies vs UI policies
• CMDB structure and CI relationships

4. Automation & Flow (20%)

• Flow Designer (replacing Workflow Editor emphasis)
• Business rules and script includes
• Scheduled jobs and events
• Integration Hub basics

5. Security & Access Control (15%)

• Access Control Lists (ACLs)
• User roles and groups
• Data security best practices
• ServiceNow security operations

6. Application Development (10%)

• App Engine Studio
• Basic scripting concepts
• Client scripts and UI actions
• Service Catalog configuration

7. Performance Analytics & Reporting (5%)

• Dashboard creation
• Report configuration
• Performance Analytics indicators
• Key Performance Indicators (KPIs)

Key Changes from Previous Format

1. Increased Focus on Low-Code/No-Code

The new exam emphasizes ServiceNow's modern low-code development tools:

• Flow Designer questions have increased significantly
• App Engine Studio is now tested more extensively
• Workflow Editor questions reduced but not eliminated
• Virtual Agent configuration appears more frequently

2. Next Experience UI

Questions now include scenarios using the Next Experience interface:

• Workspace configuration and customization
• List and form layouts in Next Experience
• Configurable workspace navigation
• Unified Navigation features

3. Modern ITSM Practices

Updated content reflects current IT service management trends:

• Employee experience focus
• Self-service portal optimization
• Automation-first approach
• Integration with enterprise tools

4. Enhanced Security Topics

Expanded coverage of security and compliance:

• Zero Trust security model
• Security Operations integration
• Compliance reporting
• Audit logging and monitoring

How to Adapt Your Study Strategy

1. Prioritize Flow Designer Over Workflows

Action Steps:

• Build 10+ flows using Flow Designer
• Understand subflows and integration spokes
• Practice error handling in flows
• Learn when to use Flow vs Business Rules

2. Master Next Experience UI

Action Steps:

• Switch your PDI to Next Experience
• Configure workspaces for different roles
• Practice list customization
• Learn Unified Navigation setup

3. Deep Dive into App Engine Studio

Action Steps:

• Create a complete app using App Engine Studio
• Understand data models and relationships
• Practice creating forms and lists
• Learn app deployment processes

4. Expand Integration Knowledge

Action Steps:

• Explore Integration Hub spokes
• Understand REST API basics
• Practice with IntegrationHub actions
• Learn authentication methods

5. Focus on Practical Application

Key Areas:

• Real-world troubleshooting scenarios
• Performance optimization decisions
• Best practice implementation
• Common configuration patterns

New Question Types and Formats

Scenario-Based Questions

Expect more complex, multi-part scenarios:

"A company needs to automate incident assignment based on configuration item, location, and priority. Which combination of platform features would be most efficient?"

Best Practice Questions

Questions testing knowledge of ServiceNow recommendations:

"What is the recommended approach for customizing out-of-box ServiceNow applications?"

Troubleshooting Scenarios

Practical problem-solving questions:

"Users report that a business rule is not executing. What are the most likely causes and how would you diagnose the issue?"

Updated Study Resources

Official ServiceNow Resources

1. Now Learning - Updated CSA course materials
2. ServiceNow Documentation - Latest platform features
3. ServiceNow Community - Real-world discussions
4. Developer Site - Technical tutorials

Hands-On Practice

Essential Lab Exercises:

• Create 5 complete Flow Designer flows
• Build an application using App Engine Studio
• Configure a Service Portal from scratch
• Implement ACL rules for custom tables
• Set up Performance Analytics dashboards

Practice Exam Focus Areas

When taking practice tests, focus on:

• Time Management: 1.5 minutes per question average
• Elimination Strategy: Remove obviously incorrect answers
• Scenario Analysis: Read carefully for requirements
• Best Practices: Choose ServiceNow-recommended approaches

Common Pitfalls to Avoid

1. Over-Relying on Workflow Knowledge

Problem: Many candidates have strong Workflow Editor experience but struggle with Flow Designer questions.

Solution: Dedicate 20% of study time to Flow Designer, even if you're comfortable with Workflows.

2. Ignoring Next Experience Changes

Problem: Studying only Classic UI features while exam includes Next Experience scenarios.

Solution: Practice in Next Experience UI exclusively for 2 weeks before exam.

3. Memorizing Without Understanding

Problem: Focusing on memorization rather than practical application.

Solution: For each concept, ask "Why?" and "When would I use this?"

4. Neglecting Integration Topics

Problem: Skipping Integration Hub and REST API topics.

Solution: Spend dedicated time on integration concepts, even if you haven't used them professionally.

Exam Day Preparation

Week Before Exam

• Complete 3 full-length practice exams
• Review incorrect answers thoroughly
• Create a one-page reference sheet of key concepts
• Ensure your PDI is accessible and updated

Day Before Exam

• Light review only - avoid cramming
• Verify technical requirements (internet, ID, workspace)
• Get adequate sleep
• Prepare testing environment (if online proctored)

Day of Exam

• Arrive/login 15 minutes early
• Have water and comfort items ready
• Take deep breaths and stay calm
• Read each question twice before answering

Post-Exam: Next Steps

If You Pass ✅

1. Update LinkedIn with CSA certification
2. Join ServiceNow Community groups
3. Consider Advanced Certifications:
   • Certified Application Developer (CAD)
   • Certified Implementation Specialist (CIS)
   • Specialized certifications in ITSM, ITOM, etc.

If You Don't Pass (Yet) 📚

1. Review exam feedback report carefully
2. Identify weak areas from feedback
3. Wait mandatory 15 days before retaking
4. Focus study on identified weak areas
5. Take more practice tests in those areas

Key Takeaways

✅ Updated Format: New emphasis on Flow Designer, App Engine Studio, and Next Experience UI

✅ Study Smart: Focus on practical application and hands-on practice

✅ Use Official Resources: ServiceNow documentation is your best friend

✅ Practice in PDI: Hands-on experience is worth 10x reading

✅ Time Management: Master the 1.5 minutes per question rhythm

✅ Stay Current: Platform evolves - use latest documentation

Your Study Timeline

8 Weeks Before Exam

• Complete official CSA training course
• Set up Personal Developer Instance (PDI)
• Read through all exam objectives

6 Weeks Before Exam

• Complete hands-on labs for each topic
• Build sample applications
• Join study groups or forums

4 Weeks Before Exam

• Start taking practice exams
• Focus on weak areas identified
• Increase hands-on practice time

2 Weeks Before Exam

• Take full-length practice exams
• Review all incorrect answers
• Finalize reference notes

1 Week Before Exam

• Light review only
• Final practice exam
• Mental preparation

Conclusion

The 2025 ServiceNow CSA exam reflects the platform's evolution toward low-code development, enhanced user experience, and automation-first approaches. While the core concepts remain important, success now requires proficiency with modern tools like Flow Designer and App Engine Studio.

Focus your preparation on hands-on practice, understand the "why" behind ServiceNow best practices, and align your studying with the updated topic distribution. With dedicated preparation and practical experience, you'll be well-positioned to pass the new CSA exam format.

Ready to start your CSA journey? Begin with our comprehensive practice tests and hands-on labs designed specifically for the 2025 exam format. Track your progress, identify weak areas, and build confidence with real exam-style questions.

Good luck with your ServiceNow CSA certification! 🚀

---

Last Updated: December 2025 Based on official ServiceNow CSA exam blueprint version 2025