User Administration in ServiceNow is a fundamental aspect of system management that enables administrators to control access, manage identities, and maintain security across the platform. As a Certified System Administrator, understanding user administration is essential for effective platform gove…User Administration in ServiceNow is a fundamental aspect of system management that enables administrators to control access, manage identities, and maintain security across the platform. As a Certified System Administrator, understanding user administration is essential for effective platform governance.
User administration encompasses several key components. First, User Records contain essential information about each individual accessing the system, including username, email, department, location, and contact details. These records are stored in the sys_user table and serve as the foundation for identity management.
Groups allow administrators to organize users based on roles, departments, or functions. By assigning users to groups, administrators can efficiently manage permissions and streamline access control. Groups are particularly useful when configuring assignment rules, notifications, and approval workflows.
Roles define what actions users can perform within ServiceNow. Administrators assign roles to users or groups to grant specific capabilities, such as creating incidents, approving requests, or configuring system settings. The principle of least privilege should guide role assignments, ensuring users have only necessary permissions.
Access Control Lists (ACLs) work alongside roles to determine what data users can view, create, update, or delete. These rules protect sensitive information and maintain data integrity across the platform.
User provisioning involves creating, modifying, and deactivating user accounts throughout their lifecycle. Integration with external identity providers like LDAP, Active Directory, or SSO solutions automates this process and ensures consistency between ServiceNow and enterprise directories.
Delegation allows administrators to temporarily grant elevated permissions to users for specific tasks. This feature supports business continuity when primary administrators are unavailable.
Effective user administration requires regular audits to review access patterns, identify inactive accounts, and ensure compliance with organizational policies. Administrators should establish clear procedures for onboarding new users, managing role changes, and offboarding departing employees to maintain a secure and well-organized ServiceNow environment.
User Administration in ServiceNow
Why User Administration is Important
User Administration forms the foundation of security and access control in ServiceNow. Proper user management ensures that the right people have appropriate access to the right resources, maintaining data integrity and compliance with organizational policies. For the CSA exam, understanding user administration is essential as it connects to many other concepts including roles, groups, and security.
What is User Administration?
User Administration in ServiceNow encompasses the creation, management, and maintenance of user records within the platform. This includes:
• User Records - Individual accounts stored in the sys_user table • User Profiles - Personal information, contact details, and preferences • User Authentication - How users verify their identity to access the system • User Provisioning - The process of creating and configuring user accounts • User Deactivation - Managing users who should no longer have access
How User Administration Works
The sys_user Table All user records are stored in the sys_user table. Each record contains fields such as: • User ID (unique identifier) • Name (first and last) • Email address • Active status (true/false) • Department and Location references • Manager reference • Time zone and date format preferences
Creating Users Users can be created through several methods: • Manual creation via the User Administration module • Import Sets and Transform Maps for bulk imports • LDAP or Active Directory integration • Single Sign-On (SSO) provisioning • REST API calls
Managing User Status The Active field determines whether a user can log into the system. Setting this to false prevents login while preserving historical data and audit trails. This is preferred over deleting user records.
User Preferences Users can customize their experience through preferences including: • Notification settings • Display preferences • Time zone and locale settings • Homepage and dashboard configurations
Key Concepts for the Exam
1. User vs. Group vs. Role - Understand the relationship: Users are assigned to Groups, and Roles can be assigned to both Users and Groups
2. Delegation - Users can delegate their approvals and tasks to other users temporarily
3. Impersonation - Administrators can impersonate other users for troubleshooting purposes
4. Password Policies - ServiceNow allows configuration of password requirements and expiration rules
5. User Criteria - Used to define dynamic user populations based on conditions
Exam Tips: Answering Questions on User Administration
Tip 1: Know the sys_user table Questions often reference where user data is stored. Remember that sys_user is the primary table for all user records.
Tip 2: Active vs. Delete When asked about removing user access, the best practice is to set the Active field to false rather than deleting the record. This maintains referential integrity.
Tip 3: Integration Methods Be familiar with how external directories like LDAP and Active Directory synchronize with ServiceNow user records.
Tip 4: Read Carefully Pay attention to whether questions ask about user creation, modification, or deactivation as each has specific considerations.
Tip 5: Think Security First When multiple answers seem correct, choose the option that best maintains security and follows least privilege principles.
Tip 6: Remember Relationships Users connect to many other records including incidents, tasks, and approvals. Understanding these relationships helps answer scenario-based questions.
Tip 7: Bulk Operations For questions about managing many users at once, think Import Sets and Transform Maps as the primary solution.