1
Q
Where would you go to view an existing workflow?
A
Workflow > workflow editor
2
Q
What table does the service catalog workflow sit on
A
Sc_request
3
Q
What is the search syntax for ““Ends with”” ?””
A
%mySearchTerm (Percent in front)
4
Q
Where would you look to see system performance?
A
Instance log vital statistics on every transaction @ system logs > transactions
5
Q
How do you get to the categories on an incident and other tables?
A
Go to system definition > choice list
6
Q
What is a variable set?
A
It’s a container with variables. You can reuse the sets.
7
Q
If a table is extended� but itself is not an extended table� it’s called a
A
Base class
8
Q
What does the ESS requester have access to?
A
- submit requests
- Manage their own requests�
- Access public pages�
- Take surveys� and
- Use live feed and
- Chat
9
Q
Where would you go to add an order guide?
A
Service catalog > catalog definition > order guides and click new
10
Q
Where you go to see if an email went out?
A
System logs > emails
11
Q
True or False you cannot prevent upgrades to your instance
A
False � you can block an update by emailing SN … You need to give them 5 business days
12
Q
What can you do with a UI policy?
A
Set fields on a form from to visible or hidden; editable or read only; optional or mandatory
13
Q
What are the 3 most common extended tables off of cmdb
A
Sys_user� sys_user_group� kb_knowledge
14
Q
True or False: transform maps can only be used once
A
false … You can use them over and over to bring data over
15
Q
How would you delete a custom table?
A
Go to system definition > Tables and Columns then click on delete all records in table. You’ll get a few ““are you sure prompts””””
16
Q
True or False if a row level and a field level rule are in conflict� both rules must be met before an operation is allowed
A
t
17
Q
What is a record producer?
A
a specific type of catalog item that allows end users to create task based records such as incident from the service catalog
18
Q
Where would you add a device catalog item in SN?
A
Service Catalog > catalog definition > maintain items and click new
19
Q
Which component of ServiceNow would you use to modify a Workflow?
A
The Workflow Editor.
20
Q
How do you change the sort sequence of fields or task?
A
modify the order field
21
Q
Where is the global text search
A
In the banner
22
Q
What are the two ways you can access the application creator?
A
Either via:
- system applications > My company Applications
- Studio: Click Create Application Button
23
Q
When you create a new app … What automatically gets created?
A
- Roles menu
- files under related links
… But not a table
24
Q
What is an order guide?
A
Bundles items:
An order guide groups items with a business relation together, such as a computer, monitor, and docking station for a new hire.
25
What are the two most commonly used core tables?
* Task [task] (Base table) and
* Configuration item [cmdb_ci]
26
What are the 3 ways you can access the application creator?
* Via System Applications > My Company Applications and click Create New.
* From ServiceNow Studio: click the Create Application button.
* From App Engine Studio > Creator Stodio: Click Button + Create app
27
Where can you get a list of existing tables� with column� column attributes and indexes?
Tables & Columns
28
What happens if the data being imported by an import set is the same as the data in the table?
It skips it
29
What are the type of SLAs?
SLA
OLA
UC
30
What are three examples of one to many db?
Reference fields (caller id can be pulled from many in user table); glide list (multiple records from a table like watch list can have multiple users); document field id
31
Where do you go to delete tables?
Tables and Columns � Choose ""delete"" and type the word ""delete""""
32
What tabs will you find in the bottom of a user record by default
Role� groups ... If skills and delegate are turned then you'll see those tabs too
33
What is a row?
A record is a row
34
How would you kick off a new update set?
Go to system update sets > local update sets and click new ... Make your changes ... Then go to local update sets and mark it complete
35
What is a schema map?
It displays the details of the cmdb ... Showing the relationships between ci
36
Where can you get a list of existing tables� with column� column attributes and indexes?
Tables & Columns
37
True or False UI policy is only enforced on data that phases through the browser and UI
t
38
How does a sys admin set list layout view globally?
Go to the list and right click; select personalize and list layout
39
Where would you look to confirm that your instance was upgraded?
System logs > events and find system.upgraded event
40
What one area do you manually have to add to an update set?
Homepage
41
Where are bread crumbs in SN?
It's the filter views (i.e.� when you run a report); the more you add the longer it gets.
42
Give an example of an automatically created event driven know article
Server outage triggers a kb news item
43
What is a record?
It is one set of table fields
44
Where can an admin go to see what release is running on an instance?
System diagnostics > stats > stats
45
True or Falsealse: resetting the list layout globally will over ride personal preferences?
False; not out of the box. You can probably blow away a database record to do that
46
What is a healthy server response time?
800ms on average
47
True or False LDAP data is brought over via an import set?
False � it's a special data set brought over using a different module
48
How does a table organize data?
By rows� records and fields
49
True or False: all workflows absolutely must have a beginning and end
t
50
How do you deactivate an application?
System applications > applications ... Open the app record and uncheck the active check box
51
What table are event definitions kept in?
Sysevent_register
52
What is the search syntax for ""Does not contain"" ?""
!*mySearchTerm (Exclamation asterix)
53
What is REST?
A web service protocol used to communicate with ServiceNow. Representational State Transfer. (JSON� XML� CSV� EXCEL� RSS� PDF)
54
Where do you manage record numbering?
System definition > number maintenance
55
Notifications can use which methods to send notices?
Email� SMS� meeting invitation
56
True or False UI policy is only enforced on data that phases through the browser and UI
t
57
ACLs can be defined I. What three ways?
Conditional expressions (if this then)� scripts and roles
58
True or False searches are case sensitive
59
Sn can integrate with any solution that uses one of the following 5 techniques
Unencrypted http browser� digest token authentication� SAML 1.1 browser POST file� SAML 2.0 web browser SSO profile stateless Open ID with signature verification
60
What will be exampted If the system is going to be upgraded
Any record that has been altered from the base state by the customer"
61
What is ran on the client side and what is ran on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
62
What is an extended table?
It's a table that includes all the entries from the parent table and unique values
63
How can you preview a workflow?
By checking it out. You don't have to publish it to test it
64
What are the three basic elements of a workflow?
Approval� notification and task
65
True or False � make sure you're logged in as admin when creating an access control
False � in order to create access control rules� you need to activate security_admin elevated privileges
66
What is dot walking?
Dot walking in ServiceNow lets you access fields on related tables using a dot notation.
Example: assigned_to.manager
67
How do you get to the tablet version of your instance?
Go to yourinstance.service�now.com/$tablet.do
68
What does a red dashed line indicate in a form field?
That there is invalid data or a mistyped word
69
Where would you create a UI policy?
In System UI → UI Policies, or from a form or list view by right-clicking the header → Configure → UI Policies to create or edit.
70
On the schema map� boxes that have green or blue bars are what?
Have been extended
71
What is a delegate?
Another user designated to receive and interact with approvals and tasks assigned
72
Where would you create a variable set?
Service Catalog > Catalog Variables > Variable Sets
73
True or False � like business rules ... Notifications can be created when a record is inserted or updated
t
74
What does the light red form field indicator mean?
A requires field that has a saved value
75
Where would you to add a notification that your system was upgraded?
Go to system policy > notifications and find the system upgraded event. Set it up to email whoever
76
How many tables are in SN out of the box?
1294
77
Where would you create the order guide choices/questions (e.g.� department)?
Go to the order guide and go to the variables section. Click new
78
Where is an SLA stored?
In the contract_sla table.
79
What does the system administrator role have access to?
All system features� applications� functions� and data
80
What does requesters see when they go to the service catalog?
Self service items
81
Access to tables and fields are governed by
System property and access control
82
True or False � make sure you're logged in as admin when creating an access control
False � in order to create access control rules� you need to activate security_admin elevated privileges
83
How do you get to a SN report?
Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
84
What is captured in an update set?
Business rules� client scripts� fields� forms and form sections� reports� tables� views and workflows
85
which workflow is designed to be used over and over again?
default SLA Workflow
86
What is the only difference between defining an SLA and OLA/UC?
You fill in a different value for type field
87
What is the app creator?
It allows citizen developers to create apps
88
What are the major steps to building an application?
Create it� add a table� add fields� add a module to use a form
89
What does the skills management plugin in ServiceNow do?
It enables skills-based assignment and routing by defining, tracking, and matching employee skills with tasks.
90
What happens to kb articles that are flagged?
They end up in the flagged article section; you'll also see any feedback someone left
91
What does the banner frame contain
Logo and global navigation control
92
What does the mapping assist utility do for an import set?
It let's you align what fields are going with what
93
What tables can't be deleted?
Base tables� e.g.� task� cmdb_ci
94
How do you get to the mobile version of your instance?
Go to yourinstance.service-now.com/$m.do
95
What does clicking on the submit button on a form for the first time do?
It updates the db fields and brings you back to a list
96
What are the 5 most common extended tables off of task?
Incident� problem� change_request� sc_request� sc_req_item
97
Where can you find the response time indicator?
In the right hand corner of forms and lists
98
What are best practices for rolling out update sets?
Plan and test before promoting; use dev-test-prod flow; name sets clearly; keep related changes together; verify and commit in order.
99
Lists can display how many tables?
One table; however, it can contain reference from other tables
100
Where can you access the knowledge base from?
From the Service Portal, Self-Service > Knowledge, Knowledge module, or via the Knowledge icon on forms (for ITIL users).
101
True or False � update sets cannot be merged
False � they can be combined between users
102
What's one way to create a group?
From User Administration > Groups > New, or from a user record using “Create Group,” which adds the user automatically.
103
When you delete a table what else gets deleted?
Records� choice list items� forms� form sections. Lists. And related lists� reports� gauges and reference fields
104
What is a schema map?
A visual representation of tables and their relationships in ServiceNow, showing how data is connected through reference fields.
105
What does the security_admin role do?
Grants temporary elevated privileges to configure high-security settings like ACLs and roles.
106
What are the social IT components?
Chat� service desk chat� live feed/company feed
107
What are the two main cmdb tables?
Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
108
What are the three ways you can bring users into your SN instance?
SSO� LDAP and manual import
109
What provides a guide for moving data from import sets?
transform map
110
True or False: a role does not inherit all the permissions of any other roles it includes?
False
In ServiceNow (and similar role-based systems), a role does inherit all the permissions of any roles it includes.
111
How do you get to the tablet version of your instance?
Go to yourinstance.service�now.com/$tablet.do
112
What is an import set?
It's a took used to import data from various data sources� and it maps that data in servicenow tables
113
What is a Business Rule?
Business Rules watch a table for specific conditional events to occur and trigger an action. (Inserts� Updates� Deletes or queries.)
114
What happens if the data being imported by an import set is the same as the data in the table?
It skips it
115
How do you toggle tabs in a form?
By clicking on the toggle tabs icon
116
What do hot fixes fix?
Problems with feature release
117
What does the kb search icon look like?
Blue book
118
Tables that have red bars in the schema map are what?
Referenced tables
119
What does the list editor do?
It allows you to update the record without having to into a form
120
What are the workflow activities?
approvals"
121
What is an extended table?
It's a table that includes all the entries from the parent table and unique values
122
What's a good use case of extend tables?
You want the default value of incident to be different from task. Because the task field state controls default value. On task it's set to one. We'll you would use a dictionary override to change the default value for incident ... Great video in sn wiki
123
When you give access to a database row via ACL ... It is said that you're giving _____ access
Record
124
What db field stores the record number?
Sys_number
125
What two ways can something in the edge bar be opened?
In a window flyout or in the window pane
126
What is a UI policy?
It's a rule that applies to a form to dynamically change form information or the form itself
127
What is a notification?
It's a tool for alerting user that events that concern them have occurred
128
What is a SN event?
It is an indication to the ServiceNow processes that something notable has occurred� e.g.� approving a request� workflow� etc.
129
Where would you to do a transform map
After you import using load data ... Under next steps you'll see a link to create transform map
130
What is a SN event?
It is an indication to the ServiceNow processes that something notable has occurred� e.g.� approving a request� workflow� etc.
131
What is the personalize_form role do?
Can manage all form and list changes
132
What is a user
It's one record stored in the user [sys_user] table
133
What is the edge
It's new gray toolbar on the left hand side of the screen
134
In regards to service catalog ... What are service catalog variable types?
Common web elements: multiple choice� select box� single line text� reference� checkbox
135
What's the name of text indexing search engine
Zing
136
What is the auto matching functionality of the transform map?
It looks at the column names in the import set table and automatically matches to production table columns
137
What would happen if you pointed your browser to instance.service�now.com/incident.do
You'll go to a blank incident form
138
What 3 security modules does an admin use?
System properties > security;
system security > access control;
system security > high security settings
139
What version of droid is supported?
Android 4.0
140
How does automating in an import set work?
It takes the names of import set table headings and matches it against the existing column field names
141
What is instance cache?
The amount if system resources available for processing
142
Who has access to schema maps and tables and column module?
Only administrators
143
What is a notification?
It's a tool for alerting user that events that concern them have occurred
144
ACLs are set a what level?
Row.level (access to then record) and column level (access to the field)
145
How do you modify or create workflow?
Utilize the Graphical Workflow Editor
146
What are the major workflow activities?
Approvals� conditions� notifications� tasks� timers� utilities
147
What's considered best practice when it comes to assigning roles?
Give it to the group
148
What is a variable set?
Unit of variables that can be shared between catalog items
149
The main ui is divided into what three sections
Banner frame� application navigator and content frame
150
How are users brought into sn? Both account and authentication
Manually in sn� ldap or sso
151
What iOS versions are supported for sn?
iOS 6
152
True or False � users can not read� write� create� or delete data unless access controls are in place to explicitly allow those actions
t
153
To access the control list you have to have which access?
Security_Admin
154
Where would you go to start an import set?
System import sets > load data
155
True or False � stats.do is showing you average memory use
False � it's a snapshot in time of what's happening
156
When is a notification sent out?
When an event has been fired
157
What does the banner frame contain
Logo and global navigation control
158
What provides a guide for moving data from Import Sets?
Transform Map
159
How do you populate the CMDB?
Discovery� import sets� integrate with cmdb� web services� help the Helpdesk� manual
160
Aside from viewing the schema map ... What else can you do in tables & columns module?
Create a new table or edit an existing table� create a new application or browse existing applications� delete all records from a table
161
What parts of SN are designed to be integrated with?
Cmdb. Incident� problem� change� user administration� and single sign on
162
When you give access to a database column ... It is said that you're giving _____ access
Field
163
What is a ci?
A tangible device or intangible dedicated software in the CMDB
164
How do you populate the CMDB?
Discovery� import sets� integrate with cmdb� web services� help the Helpdesk� manual
165
True or False � you cannot revert update set versions
False � you absolutely can roll back changes
166
What client script is supported?
OnLoad� onChange� onSubmit� onCellEdit
167
What is the sequencing of publishing a Knowledge Article?
Draft� Review� Publish
168
What is the primary use of the tables & columns module?
To view the schema map
169
How are users brought into sn? Both account and authentication
Manually in sn� ldap or sso
170
True or False � You cannot deactivate a plugin. Once it is on ... It's on
t
171
What does a service catalog do according to SN?
It's an ordering system for goods and services (i.e.� one stop shopping); access to service desk; where you get help and training
172
ServiceNow runs on what type of web server?
Apache Tomcat
173
What does the search term !*search do
Means does not contain
174
When you delete a table what else gets deleted?
Records� choice list items� forms� form sections. Lists. And related lists� reports� gauges and reference fields
175
Where would you go to monitor your server?
You can type stats.do in your browser or go to system diagnostics > stats > stats
176
What are the SN provided roles?
System administrator� fulfiller� requester� approvers
177
What's the name of the application navigator search box
Type filter text
178
What are the notable kb db fields?
Topic� category� valid to� attachment link� workflow� roles� article type
179
Where can an admin go to see what release is running on an instance?
System diagnostics > stats > stats
180
What's considered best practice when it comes to assigning roles?
Give it to the group
181
What table does the service catalog workflow sit on
Sc_request
182
What are some important fields in the SLA form?
Retroactive start (when to start)� duration (user specified). Duration type (2 business days)� schedule (what's a work day)� timezone� conditions (start� stop & pause)
183
What is a healthy total response time for Network� browser & server?
3 seconds� on average
184
What is a data policy?
Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only� e.g.� user info
185
Where would you update a email notification?
System policy > email > notifications
186
What happens if two merged update sets are modifying the same object?
The newest one takes precedence
187
How do you limit file attachments?
Security>System Security
188
Where would you go app navigator to add a server to the CMDB?
Configuration > servers > all and click add new
189
What is the search syntax for ""Equals"" ?""
#NAME?
190
How do you get to a SN report?
Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
191
What parts of SN are designed to be integrated with?
Cmdb. Incident� problem� change� user administration� and single sign on
192
What function does the import set table serve?
It's a staging area for records imported from a fat source
193
What is the response time indicator?
It displays the processing time� including the total time� network latency and browser rendering and parsing
194
Where you go to see if an email went out?
System logs > emails
195
What do you have to do to a workflow to edit it?
You need to check it out; this prevents errors
196
Where do you create a workflow?
In the graphical workflow editor
197
What does the ITIL fulfiller role have access to?
ITIL activities associated with the itil workflow
198
What do hot fixes fix?
Problems with feature release
199
How would you delete a custom table?
Go to system definition > table and click on delete all records in table. You'll get a few ""are you sure prompts""""
200
What does the attachment functionality in a kb article do?
It displays the contents of the attachment instead of the text in the form
201
What is the notification flow and how can a notification be sent out?
Script� Business Rule� Workflow can all send out notifications
202
How many days notice does SN send out for major upgrades� e.g.� Dublin to Eureka?
30 days
203
What is the event queue?
It's a table containing a record of every generated event
204
What type of db is sn built on?
MySQL
205
Where can an admin go to look at every upgrade ever made to SN?
System diagnostics > upgrade history
206
Where do you create a workflow?
In the graphical workflow editor
207
Where would you create a variable set?
Service Catalog > Catalog Variables > Variable Sets
208
What are workflows primarily used for?
To automate a sequence of activities
209
How can you set a read only field?
UI Policy
210
What is a UI action?
It's the method to out buttons� links� and context menu items on forms and lists� making the UI more interactive� customizable� and specific ton user activities
211
What gets skipped during a major upgrade?
Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g"
212
How many events are in a baseline implementation?
235
213
What does specifying a coalesce mean?
The field or fields you specify will be used as a unique key
214
What does the search term !*search do
Means does not contain
215
What are best practices for rolling out update sets?
Have a an� know what's being developed and make sure admins are aware; include many changes into one update
216
Where would you change banner color and other colors?
System properties > CSS
217
Here do UI policies run?
On the client side (browser)
218
Sn automatically provides numbers for which tables?
Incident� problem� change� request and knowledge
219
How does the field type collection behave?
It's the control record of the table and determines whether the table will be audited� default sorting� attributes of table and how it will behave when it is a reference field
220
Why shouldn't you use a global rule?
Because it runs on every record and transaction. It's unnecessary overhead for your system.
221
True or False you can limit SN access by IP ranges
True � you can make your SN instance only available to certain instances
222
What does the transform map do?
It determines the relationship between fields displaying in an import set table to fields in an existing ServiceNow table
223
What are the two most commonly used core tables?
Task [task] and Configuration item [cmdb_ci]
224
What two workflow stages for sc_req_item are available out of the box?
Request Cancelled and Completed
225
How do you work on your app
After creating it ... Select it as your current application and begin developing
226
What are the workflow stages?
Waiting for approval>fulfillment>delivery>completed
227
True or False SN recommends to not use client script if you can use UI polices or access controls
True � security concern
228
ACLs are set a what level?
Row.level (access to then record) and column level (access to the field)
229
When is semaphore setup and what's that number based on?
Set at implementation and based on size and load
230
How can you test a business rule that you made?
Check the server response. If it's more than 800ms then it's a problem
231
What is the only difference between defining an SLA and OLA/UC?
You fill in a different value for type field
232
What db field does the workflow keep progress?
In the stage field in sc_req_item
233
What does a db table contain?
Records
234
What is CRUD?
Create� Read� Update� Delete
235
What key metrics should use to baseline and monitor your server?
Memory� response time & available semaphores
236
Where would you change the banner icon and text
System properties > my company's
237
How do you get to the categories on an incident and other tables?
Go to system definition > choice list
238
The main ui is divided into what three sections
Banner frame� application navigator and content frame
239
What is the response time indicator?
It displays the processing time� including the total time� network latency and browser rendering and parsing
240
My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town� what would he/she utilize in ServiceNow?
Delegate�Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you
241
What can the record producer be used for?
Workflow based things � request emergency change� wizards� etc
242
True or False � users can not read� write� create� or delete data unless access controls are in place to explicitly allow those actions
t
243
What are three examples of one to many db?
Reference fields (caller id can be pulled from many in user table); glide list (multiple records from a table like watch list can have multiple users); document field id
244
What type of db is sn built on?
MySQL
245
What two states are current releases available in?
General availability (GA) and controlled availability (CA)
246
What do you have to do to a workflow to edit it?
You need to check it out; this prevents errors
247
What does inheritance do for extended tables?
It allows child tables to share fields from a single source
248
What is BSM?
Business Service Management BSM map graphically displays the configuration items� CI� that support a business service.
249
What can you do with a service catalog item once it's built?
Publish it to the service catalog; group in an order guide; show users questions and choices
250
Where would you look to confirm that your instance was upgraded?
System logs > events and find system.upgraded event
251
What functionality do you get from the mobile version of sn?
Application navigator� labels and favorites� list and forms
252
What are the default values for the numbering?
Starts at 1000 and has 7 characters
253
How are tables related to each other?
One to many� many to many� extensions� db views
254
What is a UI policy?
It's a rule that applies to a form to dynamically change form information or the form itself
255
What are events caused by?
User action and scripts
256
What do admins see when they access service catalog?
Everything: catalog definitions� policy and variables
257
Here do UI policies run?
On the client side (browser)
258
What are the two base tables in SN?
Task and cmdb_ci
259
What key metrics should use to baseline and monitor your server?
Memory� response time & available semaphores
260
What are some important fields in the SLA form?
Retroactive start (when to start)� duration (user specified). Duration type (2 business days)� schedule (what's a work day)� timezone� conditions (start� stop & pause)
261
What is a semaphore?
Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
262
How would you remove a message from the social IT feed?
Go to social IT > feed administration > messages ... Select the message and mark it deleted in the state field
263
What type of users is CA releases recommended for?
Early adopters
264
What are the 5 things that have to be done for notifications to work?
Configure email� create events and business rules� create the email notification� configure subscription based notifications plugin� use inbound email actions to perform various actions
265
Who does service catalog purchase approvals go to?
Whoever is listed as your manager in the user table
266
What happens when you click the Update button on a form?
Your entries are saved and you are returned to the previously viewed page.
267
Sn can integrate with any solution that uses one of the following 5 techniques
Unencrypted http browser� digest token authentication� SAML 1.1 browser POST file� SAML 2.0 web browser SSO profile stateless Open ID with signature verification
268
True or False if a row level and a field level rule are in conflict� both rules must be met before an operation is allowed
t
269
What does the system administrator role have access to?
All system features� applications� functions� and data
270
True or False: the knowledge base can only be viewed by someone logged into to sn
False � a kb can be both public and private. By default it's set to private so only logged users can see it
271
How can you populate the knowledge base?
Manually� from the service catalog record producer� automatically from events� most importantly� from incidents or other tasks
272
What does the content frame contain
Displays info like lists� forms� home pages and wizards
273
What is a ci?
A tangible device or intangible dedicated software in the CMDB
274
What db field stores the record number?
Sys_number
275
What do client request + server response =
Round trip
276
Where would you go to see if an admin impersonated another user?
To the event queue and look for impersonation in the name field
277
What is SN cloning?
It's a way to copy an entire instance to another instance� use case would be refreshing dev to be like prod
278
does ESS have a role?
ESS does not have a role
279
What type of connection does sn make to LDAP?
A read only connection
280
What 4 things make up perceived performance of your SN instance?
Application server response� network latency� browser rendering and parading� and instance cache
281
ServiceNow runs on what type of web server?
Apache Tomcat
282
Tables that have red bars in the schema map are what?
Referenced tables
283
What external sources can you import using an import set?
Jdbc� http� FTP� excel� cab� XML
284
What are the main tools you can use to tailor servicenow?
UI policy� data policies� UI actions and scripts
285
How could you modify a field?
With a form or list editor
286
SN provides service levels of security for end users for what?
Application and module access; table and field access
287
What version of droid is supported?
Android 4.0
288
What db field does the workflow keep progress?
In the stage field in sc_req_item
289
What are the 5 most common extended tables off of task?
Incident� problem� change_request� sc_request� sc_req_item
290
What is an access control?
It is a security rule defined and set at the row level and the column level� and it is executed when attempting to access any SN table
291
Where would you create the rules for an order guide (e.g.� dept = sales)?
Go to the order guide and click on the rule base tab
292
Where do saved filters end up?
Click on the arrow next to the application and right click select filters
293
What does the orange form field indicator mean?
Read only data that is not editable on this form
294
What are the social IT components?
Chat� service desk chat� live feed/company feed
295
What is the list mechanic?
It's a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on
296
service catalog workflow can be attached in 3 ways:
Manually on the catalog item form� automatically based on conditions� automatically if no other workflows attached
297
What's a good range to be in for server memory?
10�60% ... You shouldn't be under 10% for an extended period
298
What does the kb search icon look like?
Blue book
299
How can you populate the knowledge base?
Manually� from the service catalog record producer� automatically from events� most importantly� from incidents or other tasks
300
What is contextual security?
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
301
Where would you go to limit access to an application?
Pull it up in the application navigator� right click and click on edit application menu
302
Notifications can use which methods to send notices?
Email� SMS� meeting invitation
303
Where can you access the knowledge base from?
Any form that has the know icon: ESS self service; ITIL users can get it through self service and Service Desk; admins and knowledge managers have additional ability with other modules
304
What has conditions"
scripts and roles and can limit security?" ACL�Access Control List"
305
What does the mapping assist utility do for an import set?
It let's you align what fields are going with what
306
What is a role?
It is one record in the sys_user_role table; and� it's a persona that is assigned to a group or person� i.e.� grant access and assign security controls
307
What are the 3 basic components of workflow?
Approvals� Notifications� Task
308
Where would you go app navigator to add a server to the CMDB?
Configuration > servers > all and click add new
309
What's the best practice for assigning roles?
Assign roles to groups
310
When is semaphore setup and what's that number based on?
Set at implementation and based on size and load
311
What does !=search do
Does not equal
312
What are the 5 ways you can search in servicenow
Lists� global text search� knowledge base� navigation filter� live feed
313
What is a record producer?
It's an interface used to create service catalog records; an alternative to lists and forms
314
Who has access to schema maps and tables and column module?
Only administrators
315
What are the main tools you can use to tailor servicenow?
UI policy� data policies� UI actions and scripts
316
What is the application navigator search field called?
Navigator filter
317
True or False � when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
t
318
What is a healthy total response time for Network� browser & server?
3 seconds� on average
319
What is the list mechanic?
It's a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on
320
What function does the import set table serve?
It's a staging area for records imported from a fat source
321
What does a feature release fix?
It takes all hot fixes and patch fixes since the last feature release
322
What are the three SN release types?
Feature release� patch release and hotfix
323
Where would you change banner color and other colors?
System properties > CSS
324
What is the search syntax for ""Does not equal"" ?""
!=mySearchTerm (Exclamation equals)
325
What is a workflow activity?
It's the blocks that organize the individual actions the workflow performs as it runs.
326
What does a registry entry do?
A registry event is required in order to generate a notification for an event
327
What does the red form field indicator mean?
Its a required field that requires a value
328
What is a sys_id?
It is a unique 32 character globally unique id used to identify a record; so� when you send someone an incident link ... The sysid is within the link
329
What table are event definitions kept in?
Sysevent_register
330
Before you make a gauge ... What must you do?
Make the report that will feed the gauge
331
What is a gauge?
It's a mapped graphic image on the home page; when you click on a section of the graph it links to a list; it's a refresh able widget
332
Why is it better to manage machines in the cmdb than assets?
Because the data gets stored somewhere that can take advantage of other sn tools� e.g.� if a card on a switch goes down the. Who's affected?
333
Where would you define OLAs and UCs?
In the task SLA form
334
What happens if the role field in an application is left blank?
All SN users of that instance will see it.
335
What does the gear in list view allow you to do.
It's a slush bucket that allows you to add or remove columns just from your view
336
What is a delegate?
Another user designated to receive and interact with approvals and tasks assigned
337
What are the two base tables in SN?
Task and cmdb_ci
338
What is the search syntax for ""Starts with"" ?""
mySearchTerm% (Percent at end)
339
Where would you add a device catalog item in SN?
Service Catalog > catalog definition > maintain items and click new
340
What does a list display?
It displays information in a table� organized in sortable columns
341
What is the search syntax for ""Contains"" ?""
*mySearchTerm (Asterix)
342
What is an Underpinning Contract?
A contractual agreement with a Service Provider to provide a level of service.
343
What's the most common way for generating an event?
Using business rules or workflow activities
344
What is the edge
It's new gray toolbar on the left hand side of the screen
345
Where do you go to add/modify a service catalog item?
Service Catalog>Maintain Item
346
What would happen if you pointed your browser to instance.service�now.com/incident.do
You'll go to a blank incident form
347
Where would you look to see system performance?
Instance log vital statistics on every transaction @ system logs > transactions
348
Where does the home icon take you and what does the icon look like?
takes you to the Homepage and the icon looks like a little home
349
Where would you add options (e.g.� memory) to a service catalog?
Go to the items and add choices under the variable tab
350
What tables can't be deleted?
Base tables� e.g.� task� cmdb_ci
351
How are users related to roles or groups?
1 to many relationships
352
What's the user database?
Sys_user
353
What are SLAs according to ServiceNow?
A set amount of time for a task to reach certain conditions. If the SLA task does not reach certain conditions then it's marked as breached
354
True or False: the role delegation comes turned on and ready to go out of the box
F: it's a plugin you have to make sure is turned on
355
What does the article type field do in the KB form?
Let's you pick between an HTML and wiki editor for writing your article
356
What tables can you not run reports on?
System tables: sys_audit� syslog� syslog_transaction� sys_attachment and sys_email
357
Where would you go to clean up and remove a used import set table?
System import sets > import sets tables > cleanup
358
Where do you go in ServiceNow to change the banner and colors?
System Properties� then CSS Properties
359
True or False: transform maps can only be used once
false ... You can use them over and over to bring data over
360
What does the light green form field indicator mean?
Means the field has been modified; to retain you have to click save
361
How does automating in an import set work?
It takes the names of import set table headings and matches it against the existing column field names
362
What does the article type field do in the KB form?
Let's you pick between an HTML and wiki editor for writing your article
363
True or False � when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
t
364
How would you import data from LDAP?
Through leap server record configuration ... Not an import set
365
Where would you to add a notification that your system was upgraded?
Go to system policy > notifications and find the system upgraded event. Set it up to email whoever
366
Where would you go to limit access to an application?
Pull it up in the application navigator� right click and click on edit application menu
367
What is the primary use of the tables & columns module?
To view the schema map
368
What is an update set?
It's a group of customizations that can be packaged and moved from one instance to another; it's really a point I time XML snapshot of the record
369
How do you work on your app
After creating it ... Select it as your current application and begin developing
370
What else happens When you make an application inactive?
All associated menus� modules� and ACLs are set inactive
371
What's the most common way for generating an event?
Using business rules or workflow activities
372
What would happen if a user didn't have role access to an application and a module role field was left blank?
They wouldn't see it because it's nested under application
373
Lists can display how many tables?
One table; however not that it can reference other tables
374
What are SLAs according to ServiceNow?
A set amount of time for a task to reach certain conditions. If the SLA task does not reach certain conditions then it's marked as breached
375
What iOS versions are supported for sn?
iOS 6
376
How would you import an update set?
Go to system update sets > update sources and point it to your instance ... Bring it over then go to retrieved update sets and commit update set
377
What db are all the customizations that you made kept?
Sys_update_xml
378
How do you edit a form?
Go to a form� right click and select personalize form
379
What is a semaphore?
Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
380
Where is the list search option
Above lists view; let's you narrow down search
381
What happens to kb articles that are flagged?
They end up in the flagged article section; you'll also see any feedback someone left
382
What can you do with a service catalog item once it's built?
Publish it to the service catalog; group in an order guide; show users questions and choices
383
True or False: all users can manage and setup import sets
False: only users with the admin role
384
What are applications and modules secured by?
Roles� e.g. Only a user that has the ITIL role can access the change management application
385
True or False: asset and CIs are often the same entity � but information about them are expressed differently
t
386
In regards to service catalog ... What are variables?
They define the questions to ask the end user ordering the catalog item
387
Before you make a gauge ... What must you do?
Make the report that will feed the gauge
388
What do plugins do?
They provide additional optional functionality
389
What do incident� problem and change have in common?
They save to the task table
390
True or False � You cannot deactivate a plugin. Once it is on ... It's on
t
391
How can you test a business rule that you made?
Check the server response. If it's more than 800ms then it's a problem
392
What are the major components of the SN service catalog?
Record producers (builds system components associated with the request)� items� variables (help the shopper)� order guides (to bundle items)� and workflows
393
What does a list display?
It displays information in a table� organized in sortable columns
394
How does an update set work?
It writes every change (to tracked tables) to the customer update (sys_update_xml). Use an update set to migrate your code
395
What happens to the gear icon once you've made changes?
It means you've customized the columns in your list
396
What is a column?
A field is a column
397
What does the content frame contain
Displays info like lists� forms� home pages and wizards
398
True or False: asset and CIs are often the same entity � but information about them are expressed differently
t
399
How many days notice does SN send out for major upgrades� e.g.� Dublin to Eureka?
30 days
400
In what table are the individual tasks stored?
Task_sla
401
What is dot walking?
It's a way a saying what db and field are you referencing� e.g.� assigned_to.manager
402
Retroactive start when activated does what?
Sets start to equal when the ticket was created
403
Tables and Fields can be viewed and manipulated where?
Record List Form Tables and Columns
404
What would happen if a user didn't have role access to an application and a module role field was left blank?
They wouldn't see it because it's nested under application
405
How do you toggle tabs in a form?
By clicking on the toggle tabs icon
406
What type of connection does sn make to LDAP?
A read only connection
407
Where would you define OLAs and UCs?
In the task SLA form
408
What is a db field?
It's a column in the record. It's where you store individual pieces of data
409
What are the major workflow activities?
Approvals� conditions� notifications� tasks� timers� utilities
410
What two workflow stages for sc_req_item are available out of the box?
Request Cancelled and Completed
411
What is stored in a table?
data
412
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
413
What is an Access Control List (ACL)?
It's a bunch of access controls for a table� i.e.� show me all access controls for table
414
Itil says that asset information is used for?
Valuing� depreciating� determining� cost allocation strategy
415
Where would you go to add an order guide?
Service catalog > catalog definition > order guides and click new
416
What do admins see when they access service catalog?
Everything: catalog definitions� policy and variables
417
How can you preview a workflow?
By checking it out. You don't have to publish it to test it
418
What is a CI?
A CI is tangible and intangible
419
What is an access control?
It is a security rule defined and set at the row level and the column level� and it is executed when attempting to access any SN table
420
Where would you create a business rule?
Go to a form (e.g.� incident form) and right click on the banner. Select personalize > business rules. There you'd set the name and a few other variables ... Add a script
421
Where would you update a email notification?
System policy > email > notifications
422
What are best practices of importing data into SN?
Know what you're bringing in and where it should be placed; verify the data before you import; remove obsolete data
423
How would find the max and average response for SQL� network and browser performance?
In the system log > transaction list ... Right click on the header and go to personalize > list calculations ... Select maximum and average value
424
What does a red dashed line indicate in a form field?
That there is invalid data or a mistyped word
425
What does requesters see when they go to the service catalog?
Self service items
426
What is contextual security?
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
427
What module tracks all upgrades made to the system?
System Diagnostics>Upgrade History
428
Where would you create a business rule?
Go to a form (e.g.� incident form) and right click on the banner. Select personalize > business rules. There you'd set the name and a few other variables ... Add a script
429
What is a select box� single line text� reference� check box� multiple choice?
variable
430
What does the application navigator contain
Provides links to all application menus and modules
431
True or False you can limit SN access by IP ranges
True � you can make your SN instance only available to certain instances
432
Sn automatically provides numbers for which tables?
Incident� problem� change� request and knowledge
433
What does the list editor do?
It allows you to update the record without having to into a form
434
How many tables are in SN out of the box?
1294
435
What is a workflow?
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
436
What gets skipped during a major upgrade?
Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g"
437
What is the search syntax for ""Greater than or equal to"" ?""
mySearchTerm with no leading or trailing wildcards.
438
What related tables does the schema map show?
Class extension or reference
439
How do you deactivate an application?
System applications > applications ... Open the app record and uncheck the active check box
440
What happens when you click the Submit button on a form?
Your entries are saved and you are returned to the previously viewed page.
441
True or False most customizations of system behavior is done using UI policies
false it's business rules
442
What happens to the gear icon once you've made changes?
It means you've customized the columns in your list
443
How do you get to plugins?
Search the navigator for plugins and activate them
444
What are are the type of SLAs?
SLA� OLA & UC
445
ACLs can be defined I. What three ways?
Conditional expressions (if this then)� scripts and roles
446
What is a role?
It is one record in the sys_user_role table; and� it's a persona that is assigned to a group or person� i.e.� grant access and assign security controls
447
What are the mechanics of making extended tables
Create a new table and fill out he extend table field. You can only do this when creating the table
448
What are workflows primarily used for?
To automate a sequence of activities
449
What is a healthy server response time?
800ms on average
450
What must you do first in order to modify a Workflow?
Check it out.
451
Why would you create a group?
To assign permissions� identify a subset of skills for skills assignment� provide a reference for alerts
452
What does the skills management plugin do?
Skills based routing within SN
453
What are the different states for a Workflow?
Published� Unpublished� Checked Out.
454
What is a group?
One record stored in the sys_user_group table; and� it's a collection of users who share a common purpose
455
What are events caused by?
User action and scripts
456
What is SOAP?
A web service protocol used to communicate with ServiceNow. Simple Object Access Protocol . (XML)
457
SLAs include actions that can be triggered when during the lifecycle?
anytime
458
What do Fulfiller ITIL users see when they access the service catalog?
They can see open records: requests� items & tasks
459
If importing data� how do you keep from importing duplicates?
Utilize the Coalace field to state which field is the unique key
460
What does a dictionary override do
It provides the ability to override several aspects of a field in extended tables
461
What is SN cloning?
It's a way to copy an entire instance to another instance� use case would be refreshing dev to be like prod
462
What happens if a match is found with the field that's been marked coalesce?
The existing record will be updated with the new information
463
Where would you go to view an existing workflow?
Workflow > workflow editor
464
What's a module and application in the example ... Incident > create new
Incident is an application and create new is the module
465
True or False � stats.do is showing you average memory use
False � it's a snapshot in time of what's happening
466
In regards to service catalog ... What are variables?
They define the questions to ask the end user ordering the catalog item
467
How would you import an update set?
Go to system update sets > update sources and point it to your instance ... Bring it over then go to retrieved update sets and commit update set
468
What does the red form field indicator mean?
Its a required field that requires a value
469
Where would you create a UI policy?
Go to the form� right click on the form header and select personalize > UI policies
470
What do plugins do?
They provide additional optional functionality
471
What are the three ways you can bring users into your SN instance?
SSO� LDAP and manual import
472
What happens if the role field in an application is left blank?
All SN users of that instance will see it.
473
Where would you go to start an import set?
System import sets > load data
474
What 3 security modules does an admin use?
System properties > security; system security > access control; system security > high security settings
475
Why shouldn't you use a global rule?
Because it runs on every record and transaction. It's unnecessary overhead for your system.
476
What tabs will you find in the bottom of a user record by default
Role� groups ... If skills and delegate are turned then you'll see those tabs too
477
Where do you manage record numbering?
System definition > number maintenance
478
What client script is supported?
OnLoad� onChange� onSubmit� onCellEdit
479
What is a business service map?
It's a tool that allows you to see a ci and everything that's needed to support it (upstream) and everything it supports (downstream)
480
SN provides service levels of security for end users for what?
Application and module access; table and field access
481
What is a business rule?
a piece of JavaScript configured to run when a record is displayed� inserted� updated� deleted or when a table is queried. It can be set to run before or after the database action has occurred.
482
What does a db record contain?
Fields
483
What does inheritance do for extended tables?
It allows child tables to share fields from a single source
484
What is a UI action?
It's the method to out buttons� links� and context menu items on forms and lists� making the UI more interactive� customizable� and specific ton user activities
485
True or False � the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
t
486
How does the field type collection behave?
It's the control record of the table and determines whether the table will be audited� default sorting� attributes of table and how it will behave when it is a reference field
487
What does the skills plugin allow you to do?
You can assign competences to groups or individuals
488
Where would you change the banner icon and text
System properties > my company's
489
How are referenced fields identified in sn?
With a reference lookup icon ... Think of the caller field. You can look them up.
490
What's one way to create a group?
In a user record form� create the group. ThAt user will automatically be added
491
When creating a YI action in the form there is an order field ... What does that do?
It determines the order of when buttons get displayed
492
What options do you have for saved filters
You can save to yourself or a group. Admins can save it to everyone
493
True or False you cannot prevent upgrades to your instance
False � you can block an update by emailing SN ... You need to give them 5 business days
494
Where are bread crumbs in SN?
It's the filter views (i.e.� when you run a report); the more you add the longer it gets.
495
Where would you add options (e.g.� memory) to a service catalog?
Go to the items and add choices under the variable tab
496
What related tables does the schema map show?
Class extension or reference
497
What does CRUID stand for? CRUID operations on a table
Create� Read� Update� Delete
498
What are the major steps to building an application?
Create it� add a table� add fields� add a module to use a form
499
500
What is a db field?
It's a column in the record. It's where you store individual pieces of data
501
Where would you add a module for a new application?
Pick the application from the picker in the banner. Click on the gear so that you bring the application up. Click on the modules tab and add new.
502
Where would you add a table for a new application?
Go to the application. Click on the table tab and click new
503
What should you consider before marking a business rule global?
Business rules marked as running on table global are loaded and initialized at the beginning of each interaction between user and platform. This is a bad practice and will slow system response
504
True or False Every unique record in SN has a 16 character unique identifier
False � it's 32 character
505
How do you edit a form?
Go to a form� right click and select personalize form
506
what does SaaS stand for?
software as a service
507
What happens if a match is found with the field that's been marked coalesce?
The existing record will be updated with the new information
508
What should you consider before marking a business rule global?
Business rules marked as running on table global are loaded and initialized at the beginning of each interaction between user and platform. This is a bad practice and will slow system response
509
What does clicking on the submit button on a form for the first time do?
It updates the db fields and brings you back to a list
510
What are the 3 basic components of Workflow?
Approvals� Notifications� Task
511
How would you remove a message from the social IT feed?
Go to social IT > feed administration > messages ... Select the message and mark it deleted in the state field
512
What is not captured in an update set?
Entered data is not captured; examples: modified CIs� data records� new data records� users and groups ... Schedules and scheduled jobs
513
How are referenced fields identified in sn?
With a reference lookup icon ... Think of the caller field. You can look them up.
514
True or False Every unique record in SN has a 16 character unique identifier
False � it's 32 character
515
True or False LDAP data is brought over via an import set?
False � it's a special data set brought over using a different module
516
Who does service catalog purchase approvals go to?
Whoever is listed as your manager in the user table
517
What does !=search do
Does not equal
518
Access to tables and fields are governed by
System property and access control
519
What's a good range to be in for server memory?
10�60% ... You shouldn't be under 10% for an extended period
520
What are the two main cmdb tables?
Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
521
How would you import data from LDAP?
Through leap server record configuration ... Not an import set
522
What does a patch release fix?
Combines hot fixes from last feature release and does other fixes.
523
What does specifying a coalesce mean?
The field or fields you specify will be used as a unique key
524
What are are the four components that drive the SLA plugin
SLA definition� task SLA� SLA workflow and SLA automation
525
What does a patch release fix?
Combines hot fixes from last feature release and does other fixes.
526
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type� character limit� default value� dependency and other attributes
527
Where would you add a table for a new application?
Go to the application. Click on the table tab and click new
528
Where would you create the order guide choices/questions (e.g.� department)?
Go to the order guide and go to the variables section. Click new
529
True or Falsealse: resetting the list layout globally will over ride personal preferences?
False; not out of the box. You can probably blow away a database record to do that
530
What type of users is CA releases recommended for?
Early adopters
531
What are the 5 ways you can search in servicenow
Lists� global text search� knowledge base� navigation filter� live feed
532
What is a record producer?
It's an interface used to create service catalog records; an alternative to lists and forms
533
When you give access to a database column ... It is said that you're giving _____ access
Field
534
What is a business rule?
It's JavaScript configured to run when a record is displayed� inserted� updated� deleted� or when a table is queried
535
Where would you go to see if an admin impersonated another user?
To the event queue and look for impersonation in the name field
536
What does the orange form field indicator mean?
Read only data that is not editable on this form
537
What is the event queue?
It's a table containing a record of every generated event
538
In re: to performer issues ... What is application server response?
The time for the application server to process a request and render the resultant page
539
What died the ess requester have access to?
Users can submit requests and manage their own requests� access public pages� take surveys� and use live feed and chat
540
What are the mechanics of making extended tables
Create a new table and fill out he extend table field. You can only do this when creating the table
541
What are the steps in a SLA?
Start� Stop� Pause
542
How do client script execute?
OnCellEdit� onChange� OnLoad� onSubmit
543
What are update sets?
groups of customizations that can be moved from one instance to another. (Homepages are not added by default� data does not get added to update sets� scheduled jobs are not added to update sets)
544
How do you get to the mobile and tablet version of sn?
Go to your instance and add the following to the end $m.do ... $tablet.do
... e.g.� name.service�now.com/$m.do
545
What happens if two merged update sets are modifying the same object?
The newest one takes precedence
546
What does the first field in a list do when you click on it� e.g.� incident0010016?
Takes you to form for that record. If you click on other fields like user ... Then it will go to a different form like user
547
Why would you create a group?
To assign permissions� identify a subset of skills for skills assignment� provide a reference for alerts
548
True or False � business rules are real time
false � they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated
549
What are the major components of the SN service catalog?
Record producers (builds system components associated with the request)� items� variables (help the shopper)� order guides (to bundle items)� and workflows
550
How are tables related to each other?
One to many� many to many� extensions� db views
551
What does the first field in a list do when you click on it� e.g.� incident0010016?
Takes you to form for that record. If you click on other fields like user ... Then it will go to a different form like user
552
Aside from viewing the schema map ... What else can you do in tables & columns module?
Create a new table or edit an existing table� create a new application or browse existing applications� delete all records from a table
553
What is a tool that will autopopulate the CMDB about your windows computer?
Help the Helpdesk
554
What form can a user see their user record
My profile
555
What are the notable kb db fields?
Topic� category� valid to� attachment link� workflow� roles� article type
556
True or False � update sets cannot be merged
False � they can be combined between users
557
Where is the list search option
Above lists view; let's you narrow down search
558
What is a workflow activity?
It's the blocks that organize the individual actions the workflow performs as it runs.
559
True or False most customizations of system behavior is done using UI policies
false it's business rules
560
What two states are current releases available in?
General availability (GA) and controlled availability (CA)
561
Where would you go to clean up and remove a used import set table?
System import sets > import sets tables > cleanup
562
What are the SN provided roles?
System administrator� fulfiller� requester� approvers
563
What controls what data users can access ?
ACL�Access Control List. ACLS is a rule that will match the object (Field or Table) and which permissions are required to access the object
564
What table are SLAs kept?
Contract_sla
565
What does a service catalog do according to SN?
It's an ordering system for goods and services (i.e.� one stop shopping); access to service desk; where you get help and training
566
If a table is extended� but itself is not an extended table� it's called a
Base class
567
What is a record?
It is one set of table fields
568
What db are all the customizations that you made kept?
Sys_update_xml
569
Where would you to do a transform map
After you import using load data ... Under next steps you'll see a link to create transform map
570
What does a registry entry do?
A registry event is required in order to generate a notification for an event
571
How does an admin get elevated privilege?
By clicking on the key in the top left corner
572
What is a cmdb according to sn?
It's a series of tables that contain all the assets and business services controlled by your company as well as their configuration
573
What are the three conditions for an SLA
Start Conditions� Stop Conditions and Pause Conditions.
574
True or False searches are case sensitive
575
True or False Like UI policies ... Business rules can monitor fields on a form
576
What are applications and modules secured by?
Roles� e.g. Only a user that has the ITIL role can access the change management application
577
True or False: all workflows absolutely must have a beginning and end
t
578
How do client script execute?
OnCellEdit� onChange� OnLoad� onSubmit
579
What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?
ACL�Access Control List
580
How many events are in a baseline implementation?
235
581
True or False Like UI policies ... Business rules can monitor fields on a form
582
What is a group?
One record stored in the sys_user_group table; and� it's a collection of users who share a common purpose
583
How does an update set work?
It writes every change (to tracked tables) to the customer update (sys_update_xml). Use an update set to migrate your code
584
How do I see how my ServiceNow instance will display on Mobile devices?
Add $m.do to the end of the URL
585
How do you get to the mobile and tablet version of sn?
Go to your instance and add the following to the end $m.do ... $tablet.do
... e.g.� name.service�now.com/$m.do
586
Can a user open an Incident by email� if so what is utilized?
Inbound Email Action
587
What are the 5 things that have to be done for notifications to work?
Configure email� create events and business rules� create the email notification� configure subscription based notifications plugin� use inbound email actions to perform various actions
588
What does a form display?
Display information from a record
589
True or False � business rules are real time
false � they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated
590
What is a user
It's one record stored in the user [sys_user] table
591
What does the attachment functionality in a kb article do?
It displays the contents of the attachment instead of the text in the form
592
What is a client script?
Client scripts are shipped to the client (the browser)� and they run there instead of on the server. You can use JavaScript
593
What's a module and application in the example ... Incident > create new
Incident is an application and create new is the module
594
Where can you find the response time indicator?
In the right hand corner of forms and lists
595
What is the difference between SLA� OLA� and Underpinning Contracts?
Type Field
596
True or False � you cannot revert update set versions
False � you absolutely can roll back changes
597
What is the application navigator search field called?
Navigator filter
598
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type� character limit� default value� dependency and other attributes
599
How would find the max and average response for SQL� network and browser performance?
In the system log > transaction list ... Right click on the header and go to personalize > list calculations ... Select maximum and average value
600
What form can a user see their user record
My profile
601
What are the 4 major steps of importing data into sn?
Load the data into an import set table; create a transform map to match. What's going where; run transform; cleanup the import set table
602
What is the Duration of the elevated role?
Current Session
603
What are the out of box progress stages for a request?
Waiting for approval > approved > pending > completed
604
What are the 3 most common extended tables off of cmdb
Sys_user� sys_user_group� kb_knowledge
605
Where would you go to monitor your server?
You can type stats.do in your browser or go to system diagnostics > stats > stats
606
What functionality do you get from the mobile version of sn?
Application navigator� labels and favorites� list and forms
607
When creating a YI action in the form there is an order field ... What does that do?
It determines the order of when buttons get displayed
608
What is a business service map?
It's a tool that allows you to see a ci and everything that's needed to support it (upstream) and everything it supports (downstream)
609
What are the three SN release types?
Feature release� patch release and hotfix
610
How does a table organize data?
By rows� records and fields
611
What does CRUID stand for? CRUID operations on a table
Create� Read� Update� Delete
612
Where is the global text search
In the banner
613
What is the app creator?
It allows citizen developers to create apps
614
What does a db record contain?
Fields
615
What table are SLAs kept?
Contract_sla
616
Give an example of an automatically created event driven know article
Server outage triggers a kb news item
617
Where can you view information about system activity?
system logs
618
How could you modify a field?
With a form or list editor
619
What is an import set?
It's a took used to import data from various data sources� and it maps that data in servicenow tables
620
In regards to service catalog ... What are service catalog variable types?
Common web elements: multiple choice� select box� single line text� reference� checkbox
621
What options do you have for saved filters
You can save to yourself or a group. Admins can save it to everyone
622
True or False: the role delegation comes turned on and ready to go out of the box
F: it's a plugin you have to make sure is turned on
623
What are update sets?
customizations that can be moved from 1 instance to another
624
What is the Sys_id?
A 32 character globally unique ID used to identify a record.
625
What's a good use case of extend tables?
You want the default value of incident to be different from task. Because the task field state controls default value. On task it's set to one. We'll you would use a dictionary override to change the default value for incident ... Great video in sn wiki
626
What external sources can you import using an import set?
Jdbc� http� FTP� excel� cab� XML
627
What is a sys_id?
It is a unique 32 character globally unique id used to identify a record; so� when you send someone an incident link ... The sysid is within the link
628
What are the 4 major steps of importing data into sn?
Load the data into an import set table; create a transform map to match. What's going where; run transform; cleanup the import set table
629
What is the auto matching functionality of the transform map?
It looks at the column names in the import set table and automatically matches to production table columns
630
What tables can you not run reports on?
System tables: sys_audit� syslog� syslog_transaction� sys_attachment and sys_email
631
What does the application navigator contain
Provides links to all application menus and modules
632
What are the two core components of an access control?
What is being secured (row or table) and the rights to it
633
In re: to performer issues ... What is browser rendering and parsing?
The time for your browser to render the HTML and parse/execute JavaScript
634
What is a data policy?
Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only� e.g.� user info
635
When you give access to a database row via ACL ... It is said that you're giving _____ access
Record
636
How does a sys admin set list layout view globally?
Go to the list and right click; select personalize and list layout
637
What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
data policy
638
True or False � like business rules ... Notifications can be created when a record is inserted or updated
t
639
In re: to performer issues ... What is instance cache?
The amount if system resources available for processing
640
Where would you add a module for a new application?
Pick the application from the picker in the banner. Click on the gear so that you bring the application up. Click on the modules tab and add new.
641
What is the personalize_form role do?
Can manage all form and list changes
642
When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK
643
Where can an admin go to look at every upgrade ever made to SN?
System diagnostics > upgrade history
644
What does the gear in list view allow you to do.
It's a slush bucket that allows you to add or remove columns just from your view
645
What can you do with a UI policy?
Set fields on a form from to visible or hidden; editable or read only; optional or mandatory
646
What does a db table contain?
Records
647
What is a workflow?
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
648
What is an API?
Application Program Interface. (Perl� Java� Python� PHP� etc.)
649
True or False: the knowledge base can only be viewed by someone logged into to sn
False � a kb can be both public and private. By default it's set to private so only logged users can see it
650
Where are your SN customizations tracked?
Any record that has been updated is kept in the customer update table (e.g"
651
What's the name of text indexing search engine
Zing
652
What two ways can something in the edge bar be opened?
In a window flyout or in the window pane
653
Where would you create the rules for an order guide (e.g.� dept = sales)?
Go to the order guide and click on the rule base tab
654
What does the transform map do?
It determines the relationship between fields displaying in an import set table to fields in an existing ServiceNow table
655
What's the user database?
Sys_user
656
On the schema map� boxes that have green or blue bars are what?
Have been extended
657
What is a business rule?
It's JavaScript configured to run when a record is displayed� inserted� updated� deleted� or when a table is queried
658
True or False � the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
t
659
What type of security access does an admin need?
Security_admin ... It consolidates security settings to one streamlined interfaces and adds concept of elevated privilege
660
When you create a new app ... What automatically gets created?
Roles� menu and files under related links ... But not a table
661
What 4 things make up perceived performance of your SN instance?
Application server response� network latency� browser rendering and parading� and instance cache
662
Where do business rules run?
On the server� but can be client�callable. If that setting is checked then you can use AJax on the client side
663
Where do saved filters end up?
Click on the arrow next to the application and right click select filters
664
What is not captured in an update set?
Entered data is not captured; examples: modified CIs� data records� new data records� users and groups ... Schedules and scheduled jobs
665
What can the record producer be used for?
Workflow based things � request emergency change� wizards� etc
666
What does a form display?
Display information from a record
667
What does a dictionary override do
It provides the ability to override several aspects of a field in extended tables
668
What are the three basic elements of a workflow?
Approval� notification and task
669
What one area do you manually have to add to an update set?
Homepage
670
Where are your SN customizations tracked?
Any record that has been updated is kept in the customer update table (e.g"
671
What does the light red form field indicator mean?
A requires field that has a saved value
672
What are the default values for the numbering?
Starts at 1000 and has 7 characters
673
What is a cmdb according to sn?
It's a series of tables that contain all the assets and business services controlled by your company as well as their configuration
674
What are best practices of importing data into SN?
Know what you're bringing in and where it should be placed; verify the data before you import; remove obsolete data
675
What do Fulfiller ITIL users see when they access the service catalog?
They can see open records: requests� items & tasks
676
How do you get to the mobile version of your instance?
Go to yourinstance.service�now.com/$m.do
677
How do you get to plugins?
Search the navigator for plugins and activate them
678
What does the light green form field indicator mean?
Means the field has been modified; to retain you have to click save
679
In re: to performer issues ... What is application server response?
The time for the application server to process a request and render the resultant page
680
How does an admin get elevated privilege?
By clicking on the key in the top left corner
681
What is a gauge?
It's a mapped graphic image on the home page; when you click on a section of the graph it links to a list; it's a refresh able widget
682
What's the best practice for assigning roles?
Assign roles to groups
683
How would you kick off a new update set?
Go to system update sets > local update sets and click new ... Make your changes ... Then go to local update sets and mark it complete
684
Why is it better to manage machines in the cmdb than assets?
Because the data gets stored somewhere that can take advantage of other sn tools� e.g.� if a card on a switch goes down the. Who's affected?
685
What is a variable set?
It's a container with variables. You can reuse the sets.
686
What is a client script?
Client scripts are shipped to the client (the browser)� and they run there instead of on the server. You can use JavaScript
687
What do client request + server response =
Round trip
688
What does the ITIL fulfiller role have access to?
ITIL activities associated with the itil workflow
689
What is an update set?
It's a group of customizations that can be packaged and moved from one instance to another; it's really a point I time XML snapshot of the record
690
In what table are the individual tasks stored?
Task_sla
691
What are are the four components that drive the SLA plugin
SLA definition� task SLA� SLA workflow and SLA automation
692
What are the two core components of an access control?
What is being secured (row or table) and the rights to it
693
In re: to performer issues ... What is browser rendering and parsing?
The time for your browser to render the HTML and parse/execute JavaScript
694
What are the out of box progress stages for a request?
Waiting for approval > approved > pending > completed
695
What does the skills plugin allow you to do?
You can assign competences to groups or individuals
696
What's the name of the application navigator search box
Type filter text
697
What is an order guide?
It allows user to order everything they need for one particular type if user
698
Where do business rules run?
On the server� but can be client�callable. If that setting is checked then you can use AJax on the client side
699
True or False SN recommends to not use client script if you can use UI polices or access controls
True � security concern
700
If a request is rejected what happens?
notification is sent and sets the status to cancelled
701
What does a feature release fix?
It takes all hot fixes and patch fixes since the last feature release
702
What does a feature release fix?
It takes all hot fixes and patch fixes since the last feature release
CAD
flashcards
Decks in class (4)
# Cards
