1
Q
What does the STart acronym in the StartNow methodology stand for?
A
STrategic
Alignment and
Rapid
Transformation
2
Q
What is the StartNow methodology?
A
Combined traditional Waterfall and Scrum approaches to manage implementation projects.
3
Q
What does SIM stand for?
A
ServiceNow Implementation Methodology
4
Q
What is Now Create
A
A tool that provides guidance on how to deliver successful projects.
Definition from Now Create site:
Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices, to perform digital transformations relying on the expertise of thousands of successful implementations. It provides a prescriptive methodology, tailored to the current need, addressed by role.
5
Q
What is a success pack within Now Create?
A
A set of project related templates to accelerate execution of a specific project outcome, such as ITSM implementation or CSM upgrade.
6
Q
Why use Now Create?
A
Projects have:
* Higher quality
* More predictable results
* Faster time to value
7
Q
What is contained in the success pack overview?
A
Step-by-step activities with information on how to deliver successful outcomes for a project.
8
Q
Within the success pack overview, what do the color-coded dashed lines represent?
A
A task in the process.
9
Q
What does the number of color-coded dashed lines in the success pack overview represent?
A
The number of tasks
10
Q
What does the green dot on the Success Pack Overview “filter” button indicate?
A
There is a filter applied.
11
Q
What happens when you click a process name on the Success Pack Overview?
A
A banner appears at the bottom of the screen which lists:
* All tasks in that process
* A brief description.
* ‘See more’ link redirecting to task details
12
Q
On the Task page of the Success Pack, what is documented on the “Why” tab?
A
The purpose of the task and the risk of skipping it.
13
Q
On the Task page of the Success Pack, what is documented on the “Who” tab?
A
A recommended RACI for this task.
The RACI lists the recommended level of authority for each job role that may be involved in the task.
Below is an example.
Responsible:
* Business Sponsor
* Platform Owner
* Process Owner
* Product Owner
Accountable
* Product Owner
Consulted
* Business Process Lead
* Process Owner
Informed:
* Program Manager
* Project Manager
14
Q
On the Task page of the Success Pack, what is documented on the “How” tab?
A
Guidance on how to successfully complete the task.
15
Q
On the Task page of the Success Pack, what is documented on the “Outputs” tab?
A
The outputs that should be produced as a result of completing the task
16
Q
A success pack includes:
Product specific assets
Project management assets
Methodology
All of the above
A
All of the above
17
Q
What can you export a project plan to? (3)
A
ServiceNow SPM
Microsoft Project
CSV file.
18
Q
What are the benefits of Strategic Portfolio Management (SPM)?
A
- Offers visibility into project and application portfolios.
- Gain financial insight into the cost of service delivery.
- Better manage demand, resources, and budgets.
- Decide where to invest your dollars to best support organizational goals.
19
Q
What 6 areas does SPM encompass?
A
- Project Portfolio Management
- Resource and Demand Management
- Risk Management
- Change Management
- Application Portfolio Management
- Operations and Finance Management
20
Q
Demands are ___and ___ by adding ___ and ___.
A
Evaluated
Qualified
Stakeholders
Assessments
21
Q
What actions can demand managers take in SPM?
A
Within the Demand Workbench:
* Compare and assess demands.
* Promote demands to projects, enhancements, changes, or defects.
22
Q
What are two ways end users can submit ideas to SPM?
A
Service Portal
Ideation Portal
23
Q
What can be created in SPM upon acceptance of an idea? (4)
A
- demand
- project
- epic
- story
24
Q
True or False: An enhancement request must originate from a demand.
A
False: An enhancement request may be free-standing.
25
Stories are formally tested in UAT during the ___, to ensure their suitability for release.
project test (Agile) phase
26
What does the SOW typically address? (9)
* Executive summary
* Scope of work
* Approach and methodology
* Engagement
* Training
* Assumptions
* Deliverables schedule
* Resource staffing
* Change requests
27
What is a project charter?
A document that lays out the project vision, scope, objectives, project team and their responsibilities, key stakeholders, and how they will be carried out during the implementation.
28
The ___ and the ___ would come first, then the ___ would draw on information from many sources, including the ___.
Sow
Order form
Project Charter
Business Case
29
It is the ___ responsibility to establish the Business Case and the Project Charter.
customer's
30
One of the very first steps in the phases of the implementation is developing the ___.
project charter
31
Which of the following statements is true about the project charter?
* Describes the purpose and the outcomes of the project
* Outlines a general overview of the budget
* Outlines detailed budget
* Authorizes the start of a project
* Outlines the project details
* Helps align the project goals
* Describes the project historical information
* Helps identify constraints and risks and define preventive measures
* Helps keep track of project deadlines
* Describes the purpose and the outcomes of the project
* Outlines a general overview of the budget
* Authorizes the start of a project
* Outlines the project details
* Helps align the project goals
* Helps identify constraints and risks and define preventive measures
* Helps keep track of project deadlines
32
How do you download a project charter template?
1. In Now Create, click "Search for an asset"
2. In the search field, type "project charter template" and hit enter
3. Click to open the asset
4. Click the download button
33
What are the key items to include in a project charter?
34
How do you navigate to Now Create?
https://learning.servicenow.com/nowcreate
35
What is the main key element to start with, in a project charter?
Business Value, the "why" of the project
36
What are the 9 main components of a project charter?
* Executive Summary
* Business Value Case
* Objectives
* Project Governance
* Project Organization
* Project Details
* Stakeholders
* Project Manager
* Project Authorization
37
What 11 items are included in the "project details" for a project charter?
* Requirements
* Scope Statement
* Schedule
* Budget
* Key Human Resources
* Project Approaches
* Completion Criteria
* Product Roadmap
* Key Risks
* Key Issues
* Key Assumptions and Constraints
38
Which 3 sections can a project charter be divided into?
* Scope
* Objectives
* Deliverables
39
Describe "scope" as it relates to the project charter.
Explain the boundaries of the project in terms of:
* project goals
* deliverables
* costs
* deadlines
* work to be done.
40
What are the benefits of defining scope early?
It will impact the project cost and schedule.
41
What are 4 hallmarks of a high quality objective?
* specific
* realistic
* measurable
* attainable
42
A high-level breakdown of the budget is derived from your ___.
Project Budget Plan
43
True or False: You should include major project requirements and budget information in a project charter.
True
44
Where would you identify key dates and milestones in the project charter?
In the schedule section
45
_ represent important events within the project lifecycle.
Milestones
46
What should you identify with regards to constraints within the project charter?
Factors that would hinder the progression of the project outcomes, for example a lack of resources.
47
What should you identify with regards to risks within the project charter?
Identify risks that could occur at each stage of the project lifecycle beforehand and take precautions to mitigate them.
48
What is the purpose of the RACI matrix?
Remove confusion around stakeholder responsibilities for each task.
49
Where can you find the RACI matrix for a project?
The "Who" tab in Now Create.
50
What does RACI stand for?
* Responsible
* Accountable
* Consulted
* Informed
51
In what 3 ways can the RACI matrix be filtered?
* By role
* Task of interest
* Whether the selected role is responsible for, accountable, consulted or informed with relation to the task.
52
What are the 3 flavors of RACI role?
* Business
* Platform
* Supporting
53
Which 6 roles are business roles?
* Project Manager
* Business Process Lead
* Business Sponsor
* Program Manager
* Engagement Manager
* Process/Product Owner
54
What are the responsibilities of the project manager?
* Plans, manages and ensures the delivery of project releases.
* Single point of contact for project status who tracks and communicates status while serving as an escalation point.
55
What are the responsibilities of the Business Process Lead?
* Oversees and consolidates the KPIs for processes
* Oversees and approves the variations of global processes based on regional requirements.
56
What are the responsibilities of the business sponsor?
* Provides business context and guidance to the project manager and team.
* Champions the project, including advocating and securing support from cross-functional departments.
* Ensures resource capacity, secures funding, and communicates project priority within the organization.
* Acts as an escalation point and helps to resolve issues beyond the program manager.
* Leads strategy governance meetings as part of the executive steering committee.
57
What are the responsibilities of the Program Manager?
* Articulates the program strategy and objectives and assesses how it will impact the business.
* Oversees the projects and demands needed to reach the overall goal.
58
What are the responsibilities of the Engagement Manager?
* Overall ServiceNow lead for deployment.
* Accountable for delivery of ServiceNow implementation in alignment with SOW.
* Overall responsibility and ownership for the engagement from a ServiceNow perspective.
* Provides engagement expertise, ensures adherence to the SOW.
* Identifies and allocates appropriate resources from ServiceNow; documents and communicates status, at a minimum, weekly, and acts as the ‘single point of contact’ during the engagement.
59
What are the responsibilities of the Process/Product Owner?
A subject matter expert of the process.
Defines the process mission, vision, tactics, goals, objectives, KPIs and monitors the KPIs.
Is accountable for the process.
Reviews and approves process changes and improvements.
60
What are the responsibilities of the Platform Owner?
* Maximizing the value that Now Platform creates.
* Assesses the performance of the platform - independent of the application owners, who assess the applications associated to the platform.
61
What are the responsibilities of the Platform Architect?
* Oversees, specializes and provides advice in one or more ITIL practices. (ITSM, ITOM, ITAM, and SPM).
* Designs and collaborates with Business Process Analysts and Developers in the creation of a High-Level Solution Design Document.
* Ensures technical governance and policies are being adhered to.
62
What are the responsibilities of the Security Architect?
* Reviews current system security measures and recommends and implements enhancements.
* Conducts regular system tests and ensures continuous monitoring of network security.
63
What are the responsibilities of the System Admin?
* Maintains stability and usability of the platform, working with developers for the duration of the project.
* Performs application maintenance to include performance monitoring, error identification/remediation, as well as instance security, user/group access, administration, access control lists, etc.
64
What are the responsibilities of the Developer?
* Designs, develops and configures ServiceNow applications and services.
* Delivers new functionality across applications.
65
Which 5 roles are platform roles?
* Platform Owner
* Platform Architect
* Security Architect
* System Admin
* Developer
66
Which 6 roles are supporting roles?
* Business Process Analyst
* Test Manager
* Tester
* Change Enablement Lead
* Training Lead
* Communications Lead
67
What are the responsibilities of the Business Process Analyst?
* Leads the process workshops.
* Facilitates the definition and alignment of current processes towards improvement and recommended ServiceNow best practices together with customer process owners, key customer sponsors, and stakeholders.
* Advises the product owner(s) throughout the engagement in story creation and refinement, ranking, adherence to the desired process outcomes, and future roadmap plans.
68
What are the responsibilities of the test manager?
* Creates, maintains and improves comprehensive and well-structured test plans and suites.
* Enables and coordinates Testers, instructs them on new or revised procedures and systems, provides oversight during the QA process and helps facilitate communication between testers and other team members.
69
What are the responsibilities of the tester?
* Reviews requirements and designs to create test cases.
* Collaborates with process owners, product owners, process analysts and technical consultants to validate test cases as well as the test outcomes.
70
What are the responsibilities of th e change enablement lead?
* Designs and implements strategies to maximize the adoption of the ServiceNow platform across the organization.
* Develop and lead a communication strategy and a plan for application rollout.
71
What are the responsibilities of the Training Lead?
Planning, development and execution of all aspects of user training to support the organizational change and ServiceNow implementation.
72
What are the responsibilities of the Communications Lead?
Develop a communications strategy to provide project information and status updates to project sponsors, the extended project team, and directly and indirectly impacted stakeholders and the users.
73
What approach should be taken with contacts when issues arise?
* Designate issues and roadblocks to be worked on at the lowest level possible.
* Issues should be brought to the attention of the contact one level up until the issue is resolved or the roadblock is removed.
74
Describe the following for the Executive Status Meeting
* Facilitator
* Cadence
* Purpose
* Audience
Facilitator: Engagement Manager
Cadence: Bi-weekly
Purpose: Formal communication for distribution and review of milestone timeline and project health to Project Steering Committee.
Audience:
* Members of the Steering Committee
* Program Manager and/or Project Manager
75
Describe the following for the Engagement Status Meeting
* Facilitator
* Cadence
* Purpose
* Audience
Facilitator: Engagement Manager
Cadence: Weekly
Purpose: Status of planned vs actual and project health. Review of business value case, milestones scope, key risks and issues.
Audience:
* Project Management
* Project Team Members
76
Describe the following for the Sprint Standup
Facilitator
Cadence
Purpose
Audience
Facilitator: Engagement Manager
When: Daily
Purpose: Daily standup/scrum meeting to provide awareness of outstanding issues.
* What did I accomplish yesterday?
* What will I do today?
* What obstacles are impeding my progress?
Audience: Scrum teams
77
Which role designs and collaborates with business process analysts and developers?
Platform Architects
78
Which role provides formal UAT sign-off and engagement sign-off?
Project Sponsor
79
Which role acts as a single point of contact for customer requests?
Engagement Manager
80
Which role maintains stability and usability of the platform?
System administrator
81
What role designs, develops and configures ServiceNow applications?
Developer
82
What role is responsible for maximizing the value that Now Platform creates?
Platform Owner
83
Which role oversees the project and demands?
Project Manager
84
What two steps do you need to take before training the project team?
* Document team product knowledge by role
* Create a matrix of training requirements
85
How do you assess each product team role's knowledge?
* Ensure the team product knowledge is current as ServiceNow products evolve rapidly.
* Confirm certication status is current.
86
What should be included in a training requirement matrix?
A row for each role and a column for key learning opportunities, including:
* ServiceNow-related training
* ServiceNow certifications
* Service management concepts
* Industry-related expertise
* Other related certifications (like ITIL or PMP)
* Product area expertise (like HR, Customer Service, Security, etc.)
* Skill development (technical, soft skills, etc.)
87
What needs to be identified during internal transfer of knowledge?
General Information
* Contacts
* Issues
* Drivers/goals
Scope
* Statement of Work
* Explicit exclusions from Scope
Environment
* Security/Regulatory constraints
* Political issues/Cultural considerations
* Existing technology
Engagement
* Timeline expectations
* Business drivers
* Incumbent technologies
* Known constraints
* Customer resources
* Introduction call schedule
88
What are the key activities relating to defining/aligning on a business case?
* Identify key issues and areas of business improvement to address in business case
* Develop estimate for implementation costs
* Based on the improvement areas identified, develop estimates for ROI, time-to-value and total cost of ownership.
89
What must be in place in order to track and measure value?
Clear KPI's and measures.
90
What is a KPI?
Key Performance Indicator
91
What are the key activities important to defining/aligning on KPIs and Metrics?
* Identify the metrics that drive outcome in business activities or processes. Example: CSAT can be used.
* Translate metrics into estimates of financial value.
* Validate KPIs and metrics with stakeholders.
92
How does ServiceNow define the difference between policies and standards?
* Policies always reflect organizations goals.
* Standards are used to achieve policies.
93
What are 3 possible areas to address as part of reviewing existing architecture?
* Is data separation in place?
* Are there particular standards required based on industry or legal requirements?
* Are there other data security policies and security standards in place?
94
What are 3 architecture security-related tasks that can be completed?
* Ensure the instance is meeting industry leading practices on cloud security
* Identify security misconfigurations and errors with the specific installation of the project.
* Evaluate different security solutions.
95
What are features of ServiceNow Vault?
* Now Platform Encryption with Key Management: It includes Cloud Encryption, Column Level Encryption Enterprise and Database Encryption.
* Secrets Management: A Solution to replace any hardcoded secrets on the platform with customer ownership of secrets (passwords, certificates, API keys, etc).
* Code Signing and Circle of Trust: Expanding the instance security to the MID Server with Code Signing and validation of the most commonly used protocols.
* Data Privacy: Data structure preserving anonymization feature to enable customers to bring more regulated and sensitive data into the instance.
* Zero Trust Access: A solution that provides secure remote access to ServiceNow applications, and data based on clearly defined access control policies.
* Log Export Service: A forwarding service of logs from ServiceNow instance to Hermes (Kafka service) and then consume the logs to feed into the customer's log analytical systems.
* Adaptive Authentication: Adaptive authentication allows you to enforce contextual authentication controls to the right users at the right time..
96
What are features of Edge Encryption?
* Edge encryption is a network encryption system that encrypts and decrypts sensitive data as it travels between the proxy server and the ServiceNow cloud.
* Edge encryption protects data while in transit outside of customer's premises, as well as in use and at rest within ServiceNow.
* Mitigates concerns about unauthorized access to ServiceNow decrypted data outside customer's premises.
* The customer owns and maintains encryption keys; ServiceNow is NEVER in possession of the keys, nor able to see data in decrypted state.
97
What are features of database encryption?
* Database encryption is a software encryption of customer's database file. * * The encryption is at the database tier level.
* Database encryption protects data while at rest within ServiceNow against exfiltration of any database files if copied.
* Mitigates against theft of the database and backups.
The encryption keys are exclusively owned and managed by ServiceNow.
98
What are features of full disk encryption?
* Full disk encryption is a hardware encryption of data stored on a disk drive at ServiceNow.
* Full disk encryption protects against access to data when the disk drive is inactive or removed from ServiceNow data center.
* Mitigates concerns about data being extracted if the disk is stolen.
* Encryption of the entire disk, which can only be decrypted by the operating system.
99
What are some features of CLE Starter?
* Column Level Encryption (CLE) Starter, is a built-in feature which encrypts fields and attachments.
* CLE Starter contexts permit and deny access to encrypted data based on user role.
* Mitigates direct access to the encryption key for any context, either by an instance administrator or ServiceNow.
* The encryption keys are stored in the same unique instance database.
100
Which type of encryption Cloud Dimensions should choose to encrypt HHD application data at the column level?
* CLE Starter is the correct answer. Encryption Support is a built-in feature, Cloud Dimensions can use Encryption Support to encrypt fields or attachments. * However, Edge Encryption can be used, but at an additional cost. Cloud Dimensions could opt for an OOTB Encryption Support feature instead.
101
With regards to encryption, what is a key?
A key is a piece of information that instructs the cipher in how to encrypt and decrypt data.
102
True or False: Owning and managing keys, means that no one other than the owner can decrypt the data.
True
103
If Cloud Dimensions selects the CLE Starter, who manages the encryption keys?
When a customer encrypts using CLE Starter, the encryption keys are stored and managed by ServiceNow.
104
Cloud Dimensions does not want ServiceNow support to be able to see data in a decrypted state. Is encryption support (CLE Starter) still the right solution for Cloud Dimensions?
With these concerns, CLE Starter is not the right solution for Cloud Dimensions. Encryption keys are stored and managed within ServiceNow and therefore, ServiceNow support will be able to see data in a decrypted state.
105
What other solution would you recommend to encrypt application data where ServiceNow is NEVER in possession of the keys nor able to see data in a decrypted state?
Edge Encryption: The only encryption solution where the customer is in possession of the keys.
Database encryption: Encryption keys are owned and managed by ServiceNow.
106
What is enterprise architecture?
Enterprise Architecture is a logical organization of a business and a conceptual blueprint defining its structure and operation.
107
True or False: You should only include the to-be in the architectural document.
False: Provide "as-is" architecture representing its current state, and a planned architecture showing the direction of the business over the next one to five years.
108
Describe the 4 key areas of an architectural document.
Business: Processes, strategies, organization charts, and functions.
Information: Conceptual, logical and physical data models to show what information is needed and how it relates to other information.
Application: Portfolios, interfaces, and services.
Infrastructure: Network diagrams and technology models. ServiceNow provides an asset as a template to address this section.
109
What should you review to assess product license coverage?
* ServiceNow Subscription Management
* ServiceNow order form
* Procurement office
110
Customers who fall into these 5 categories require extra preparation before engagement.
* Domain Separation
* On-premise Installation
* Long-term customers
* Public sector
* Regulatory/Compliance
111
Describe the reasons 3 on-premises Installation customers are unique.
* Different hosting models for on-premise versus hosting in another secure cloud.
* Software development lifecycle impacts of on-premise - upgrade/patch scheduling.
* If you do not have experience with on-premise installations, find someone who does.
112
Describe the 3 reasons long-term customers are unique.
* Customizations might now have OOTB counterparts.
* Old application portal versus new Employee Service Center conversion and architectural issues.
* Might have more cultural or historical issues due to being a long term customer.
113
Describe the 3 reasons public sector customers are unique.
* Pace differs from commercial
* Contract structure
* Hosting requirements
114
Describe the 8 reasons regulatory/compliance customers are unique.
* SOX (Sarbanes-Oxley)
* HIPAA (Health Insurance Portability and Accountability Act)
* FDA (Food and Drug Administration)
* GDPR (General Data Protection Regulation)
* PCI DSS (Payment Card Industry Data Security Standard)
* PII (Personally Identifiable Information)
* Data Sovereignty
* Impacts to reporting, encryption, audit
115
What is the purpose of the ServiceNow Benchmarks application?
Gain comparative insights into your companies KPI indicators relative to industry averages of your peers.
It securely collects daily data on your instance and then aggregates the data into monthly global benchmark reports.
Recommendations are made that can be used to improve KPI performance.
116
When is benchmark data downloaded into the customer instance?
Mid-month
117
All ServiceNow customers are allowed to participate in the Benchmarks program except...
* Express customers
* Federal Customers
* Customers with on-premise instances
118
From which instance must you opt into Benchmarks from?
Production
119
How many KPIs are there?
29
120
True or False: Data provided when opted into benchmarks is not anonymouse
False, it is anonymous.
121
Which 3 ServiceNow applications support benchmarks?
* ITSM
* ITOM
* SecOps
122
How often is benchmark data gathered?
Daily
123
What application is required in order to drill down into KPI benchmark reports?
Performance Analytics
124
True or False: Benchmarks Dashboard can be accessed from both desktop and mobile devices.
True
125
After the ___ and the ___, the project can start.
* SOW is signed
* deal is closed
126
How do you get everyone in the leadership team aligned, and allow the team to meet for the project to start?
Conduct executive team Kick-Off and project team Kick-Off
127
What is the objective of the Executive Team Kick-Off meeting?
* Officially start the project with the senior members of the project
* Allow the Project Manager to formally meet the Business Sponsor and the key stakeholders.
* Ensures the project leadership team is aligned, and committed to support the business value case, objectives, scope and key milestones.
* Allows the project methodology to be confirmed and any early risks, assumptions, dependencies and constraints to be reviewed.
* It sets the groundwork for the project team Kick-Off meeting.
* Allow the project sponsor to confirm why the project is needed. The team should have a clear vision of the expected benefits of the project. Reference should be made to the business case and the project charter.
128
Which meeting should be kicked off before the Project Team kick-off meeting?
Executive Team Kick-off
129
What are captured and recorded during the Executive Kick-off Meeting?
Key RAID items:
* Risks
* Actions
* Issues
* Dependencies
130
What 6 items are on the agenda for an Executive Kick-off meeting?
1. Welcome and introductions
2. Business value and objectives
3. Project governance
4. Project scope overview
5. Next steps
6. Questions and close
131
To acheive business value, the following 4 items should be discussed within the Executive Kick-off Meeting.
* Technical objectives
* Business objectives
* Product objectives
* Team objectives
132
What 3 things do you want to seek commitment on within an Executive Kick-off Meeting?
* Support out-of-the-box strategy
* Breakdown barriers to success
* Support project teams through lifecycle
133
What is the objective of the Project Team Kick-off Meeting?
* To formally start the project with extended team members. The Kick-Off will allow the entire project team to meet and secure commitment to support the business value, scope and objective
* Confirm the common vision of outcomes.
* Review the project scope (scope, assumptions, timeline).
* Provide project governance overview (ingredients for success, out-of-the-box, escalation paths, communications plan, roles and responsibilities).
* Discuss implementation delivery methodology (Now Create).
134
Which 4 items are captured and recorded in the Project Team Kick-off Meeting?
Key RAID items:
* Risks
* Actions
* Issues
* Dependencies
135
What items should be included in the Project Team Kick-off Meeting agenda?
Verbose:
* Introductions
* Business Value and Outcomes
* Project Scope
* Key assumptions, general and project level
* Timeline
* Project governance
* Suggestions for a successful project, based on previous experience.
* Discuss implementation delivery methodology
* Sources of additional information
* Next steps / Workshops.
* Closing
136
What topics are discussed during the closing of a Project Team Kick-off meeting?
* Review
* Open discussion
* Summary of next steps, including workshops and what is needed from all concerned.
137
Who should be present during the closing session of the Project Kick-off meeting?
* Business Executives
* Stakeholders
138
What strategies will be targeted for the project?
Keep to 'out-of-the-box' wherever possible.
139
If any stakeholder cannot be present for the Project Kick-off Meeting, what should you do?
The meeting should be rescheduled. The team and all stakeholders must be present during the Kick-Off meeting.
140
How long does the Project Kick-off meeting typically take?
4 hours
141
Where would you find information about the business value case, objectives, challenges, opportunities and critical success factors/KPI's for the presentation?
* Project charter
* Pre-sales meetings
* Discussions in pre-planning meetings
* Executive Kick-off
* SOW
142
Who is best suited to present the business value case and objectives at the Kick-Off meeting.
This type of information is better coming from the customer business sponsor, rather than a member of the implementation project team; they will have a more meaningful impact and can give more background and grit to the messaging around the business value case.
143
Based on the implementation as it is defined in the SOW, which of the following do you think would be appropriate project-specific assumptions to include in the Kick-Off?
* Define who is responsible for integration to and with other systems.
* System admin resources available to participate and configure the platform alongside the technical specialists / developers, during the project.
* Agree on the design of the solution.
* Agree to use out-of-the-box functionality and standard reporting. Deviation may have an impact on timelines, budget and on-going support
* Agree if legacy system information and tickets will be migrated (not recommended).
* Agree on the budget.
Define who is responsible for integration to and with other systems.
* System admin resources available to participate and configure the platform alongside the technical specialists / developers, during the project.
* Agree to use out-of-the-box functionality and standard reporting. Deviation may have an impact on timelines, budget and on-going support
* Agree if legacy system information and tickets will be migrated (not recommended).
144
Based on the implementation as it is defined in the SOW, which topics would NOT be appropriate project-specific assumptions to include in the Kick-Off?
Define who is responsible for integration to and with other systems.
* System admin resources available to participate and configure the platform alongside the technical specialists / developers, during the project.
* Agree on the design of the solution.
* Agree to use out-of-the-box functionality and standard reporting. Deviation may have an impact on timelines, budget and on-going support
* Agree if legacy system information and tickets will be migrated (not recommended).
* Agree on the budget.
* Agree on design of the solution
* Agree on the budget
145
What is the focus when discussing governance within a kick-off meeting?
* How the project should be run and governed including change management process, project communication plan, decision making guidelines, escalation process and roles and responsibilities.
* Why sticking as closely to out-of-the-box as possible is beneficial for the customer
146
Why does ServiceNow recommend sticking as closely to out-of-the-box as possible?
* Swift ROI.
* Ease of upgrade.
* Easier for Process Users to use.
* Platform exploitation.
* Less headaches for the project management team.
* Business Sponsors prefer out-of-the-box.
* Get the most out of the new features coming on new releases.
* Reduce the maintenance and upgrade effort on your instances.
* Swift ROI.
* Ease of upgrade.
* Platform exploitation.
* Get the most out of the new features coming on new releases.
* Reduce the maintenance and upgrade effort on your instances.
147
What do you think are the most important asks for customer team members to be engaged participants in the upcoming workshops?
* Be honest and have open and direct dialogues
* Be collaborative
* Be open-minded and be willing to look at things in new ways
* Have content and context expertise – technical and cultural
* Be familiar with the workshop objectives
* All of the above
* Be honest and have open and direct dialogues
* Be collaborative
* Be open-minded and be willing to look at things in new ways
Having an open and direct dialogues as well being open minded and collaborative are keys to a successful workshop.
Preparing customers for requirements gathering workshops is important. Set expectations of what is needed in the Kick-Off meeting, so that customers show up with the right mind set, are prepared and ready to engage and collaborate. Also ensure you get the right stakeholders at the workshops.
148
Which of the following items are within the "initiate" phase?
* Project planning
* Train the project team
* Business case alignment
* Test strategy
* Understand existing architecture
* Kick-Off meetings
* Start change enablement workshop
* Project planning
* Train the project team
* Business case alignment
* Understand existing architecture
* Kick-Off meetings
149
Using the RACI matrix and the filter by role, how many tasks is a Developer responsible for?
35
150
Who provides business context and guidance to the team
Business Sponsor
151
Who designs, develops and configures ServiceNow applications and services
Developer
152
Who oversees and consolidates the KPIs for processes
Business Process Lead
153
Who maintains stability and usability of the platform
System administrator
154
Who plans, manages and ensures the delivery of project releases
Project manager
155
Who defines the process mission, vision, tactics, goals, objectives, and KPIs
Product Owner
156
Which of the following objectives would most likely lead to a successful kick-off meeting?
* Review the project scope
* Confirm the common vision of outcomes
* Review the technical design document
* Provide project governance overview
* Discuss implementation delivery methodology
* Review the project scope
* Confirm the common vision of outcomes
* Provide project governance overview
* Discuss implementation delivery methodology
157
How do you get everyone on the same page and agree on the priorities and processes you need?
Workshops
158
What is a workshop?
Facilitated events where stakeholders work together to discover, create, verify and document requirements deliverables.
159
What is the purpose of a "platform workshop?"
Define configuration and setup requirements to get the Now Platform foundation up and running.
160
What are some examples of some configurations that may be discussed during a "platform workshop?"
* Platform Security
* Imports of foundation data
* Platform usability and features
* Business process requirements
161
Which roles do you coordinate with for "platform workshops?"
* Project Manager
* Platform Owner
* Business Process Analyst
162
What should you do in preparation for the "platform workshop?"
Determine foundational setup and configuration topics to be covered and in what depth, in coordination with the Platform Owner.
163
What is the purpose of the "process workshop?"
Gain alignment and understanding of objectives, roles and flow of each process.
164
Which high level discussion topics should the "process workshop" cover?
* Process best practices
* Identification of existing processes and areas for improvement
* Review of how processes are supported by ServiceNow applications
* Alignment of customer workflows to ServiceNow best practices
165
Which topics does the Business Process Analyst lead in the "Process Workshop?"
* Leading practice process
* Roles and responsibilities
166
What are the goals of "integration workshops?"
* Align between resources of the customer, ServiceNow, and other third-party solutions on how to turn use cases discussed during the process workshop to reality.
* Discuss the do’s and don’ts of integrating with other solutions.
167
When should the "integration workshop" be conducted?
After the platform and process workshops and prior to story creation.
168
In the "integration workshop," capture integration requirements to:
* Consider an existing solution that involves the Integration Hub spokes, the ServiceNow store or even a third-party connector that may cover either partially or totally the integration requirements.
* Develop the final solution.
169
Describe "as-is" as it relates to gathering requirements.
Baseline functionality
Baseline process configuration
Baseline security models
Based on:
* ServiceNow version
* Subscriptions
* Plugins enabled
* Applications installed
170
Describe "to-be" as it relates to gathering requirements.
Desired functionality
Desired process configuration
Desired security configuration
Identified in:
* Statement of Work / Contract(s)
* Customer workshops
171
What 3 bullet points were listed under "GAP" section of the "requirements" page?
This is the gap between "as-is" and "to-be"
* Becomes requirements
* Backlog stories
* Releases
172
Requirement: All stakeholders agree that HHD application data should be accessed by other applications only if permission is allowed.
* How would you implement this requirement?
* Should it be considered in scope based on the SOW?
* Some requirements already exist out of the box.
* This can be addressed with application scoping.
173
True or False: The number of tables required for an application would be found within the SOW.
False: The SOW is not a technical design document.
174
While reviewing prospective requirements written on sticky notes around the room, you find one that states: “Create a UI policy to hide the unlock code for the device when it is ordered”.
Should this requirement be included in the project scope?
* Out of scope - UI Policies are not mentioned in the SOW.
* In scope – the requirement should be accepted as stated.
* In scope – but additional questions should be asked to identify related requirements.
* In scope - but additional questions should be asked and the requirement should be rewritten.
In scope - but additional questions should be asked and the requirement should be rewritten.
* Digging deeper can uncover additional security requirements, such as encryption.
* Also, good requirements describe the functionality desired, rather than the implementation solution. Technical details should be left to the developers.
175
True or False: If additional work is requested that is out of scope for the SOW but it is manageable, the SOW can be modified.
False: Always stick to the SOW. A change request could be submitted for customized dashboards if they are determined to be critical.
176
What is a story?
* The documented deliverables are called stories.
* A story is a description of a customer need or demand, written in the voice of the customer.
177
Describe the 3 important part of writing a story
As a : Role of the user in the system
I want : Need expressed by the user
So that : Benefit of implementing described feature
178
What is story acceptance criteria?
Clear, precise statements used to determine when a story is complete and working as expected.
179
Describe the 3 parts of story acceptance criteria.
Given
When
Then (observable consequences)
180
What 7 factors should be considered when assigning story points?
* Contingency: Skill level of team member and complexity of story
* Update: Update story with build notes for future reference.
* Knowledge Transfer: Transfer knowledge to the customer system administrator. Should include time needed to set up test data to support unit testing.
* Test: Include time for testing. Reduced allowance for unit testing leads to more time on defect fixes from UAT.
* Configuration: Allocate a specific amount of time towards the configuration of the customer requirement.
* Research: Identify scripts for re-use, guidance on docs or community, prototype.
* Review: Review supporting documentation. Include any additional review and requirements elaboration.
181
What is a spike?
* A specific story type used to allocate a specific amount of time towards conducting research, investigating alternatives, or attempting to answer a question.
* They should be time-based and have clear objectives.
182
When should story points be assigned?
Once the stories are approved by the Process Owner(s) and any other required stakeholders, prior to sprint planning.
183
A story with _ points should be reviewed to determine whether there is an opportunity to break it into smaller increments of work.
8
184
The team should ask questions to the ___ to clarify areas of a story they do not understand.
product owner
185
Describe the 'draft' state of a story.
Story is being created and reviewed.
Requirements are still being defined.
186
Describe the 'ready' state of a story & who sets this state.
Story is ready for development.
Set by the customer but requires stakeholder agreement.
187
Describe the 'work in progress' state of a story & who sets the state.
Development is in progress (includes peer testing).
Set by technical consultants / developers.
188
Describe the 'ready for testing' state of a story & who sets this state.
Development of story is deemed complete and ready for process owner testing.
Set by technical consultants / developers.
189
Describe the 'testing' state of a story & who sets this state.
Story is actively being unit tested by process owner(s).
Set by process owner.
190
If the testing of the story fails, the story iterates back to a state of ___.
Work in Progress
191
Describe the 'Complete' state of a story & who sets this state.
Development and unit testing completed successfully; the functionality configured can be promoted from DEV to TEST.
Set by process owner / customer.
192
___ is a Scrum term that refers to when a Story has been completed in context of the sprint.
Done
193
Who determines which stories from the backlog will be included in the sprint?
When should this be done?
Product Owner
Before the sprint planning meeting
194
What is a product backlog?
A prioritized list of stories related to a specific product.
195
Which roles assign priority to a story?
Business process analysts and process owners.
196
What is the agile board within ServiceNow used for?
It provides a landing page where the key areas of the Scrum process can be accessed.
* Backlog
* Sprint planning
* Sprint tracking
197
_ and _ can be created to group backlog stories.
Epics
Themes
198
What does the backlog tab of the agile board do?
groups and prioritizes stories related to a specific product into a backlog.
199
Which tab of the agile board is used to track the progress of each sprint.
Sprint Planning
200
What is on the Sprint Tracking tab of the agile board?
Sprint tracking Visual Task Board
201
How are stories organized on the Sprint Tracking tab?
By state
202
What is an epic?
An epic is a large story that cannot be delivered as defined within a single sprint or is large enough that it can be split into smaller stories. The business value is realized when all stories within the epic are completed.
203
What is a theme?
Stories and epics that share the same common attribute, that can be grouped together.
204
Each card on the story board represents a ___.
story in a State column
205
What must be true of a group in order for it to have stories assigned to its members?
It must be of type Agile Team and have a scrum_user role assigned to it.
206
What is the recommended way to create a group so that it is set up correctly to have stories assigned to it?
Create the group from Agile > Groups.
207
From which application do you create a theme?
Agile Development
208
An epic cannot be set if the ___ is empty.
product
209
What type of execution type would you select on a project so that it includes tasks and stories?
Hybrid
210
What execution type would you select on a project if it only requires tasks?
A Waterfall execution type includes tasks.
211
Which additional related list do you have access to when the hybrid execution type is selected?
Agile Planning and Tracking action
212
During the Plan phase and after the creation of the backlog – the Engagement Manager, the Scrum team, and the Customer Product Owner meet to discuss and determine which stories to add to the sprints.
213
Who determines which stories to add to sprints?
The Engagement Manager, Scrum team and Customer Product Owner.
214
What is the purpose of the solution architecture design document?
* Defines a single source of truth containing details of the to-be implemented solution.
* Provides a reference for verification purposes within the support process.
* Helps assess the impact of changes to the solution.
* Guides future resources as the organization experiences natural turnover.
215
What should be included in the solution architecture document?
* Covered business use cases
* Process flow diagram
* Data model diagram
* Primary UI designs
* Personas and system roles
* Available user actions
* Implemented business logic and process automation
* External integrations
216
When should the solution architecture design document be updated?
Every time a release is made.
217
Which Now Create asset can be used as a template for the architectural design document?
Solution Overview Template
218
What should be defined within the Configuration Policy document?
Standards and rules that should be adhered to when creating, loading, managing, or maintaining configuration data within ServiceNow.
219
What should be documented in the SOP?
* Document day-to-day activities to ensure that both the project team and the customer's operations team are ready to deal with all possible scenarios.
* Captures the processes and procedures as part of the Technical Governance definition for ServiceNow.
* The SOP template is provided in the Now Create success pack.
220
What does SOP stand for?
Standard Operating Procedure
221
Who is best positioned to prepare to set up goverance?
Platform owner
222
Why should you invest time into governance?
* Align ServiceNow to support strategy
* Streamline decisions and remove roadblocks
* Define and apply technical best practices.
223
What are the 3 steps that need to be taken to prepare for govenance?
* Define the scope, direction and goals
* Plan how to set up governance
* Identify who needs to be involved.
224
What is the role of the Executive Steering board with respect to Governance?
* To answer strategy questions.
* Define ServiceNow vision and strategy.
* Budget and resource allocation
225
What is the role of the Demand Board with regards to governance?
* Addresses portfolio questions
* Create a road map to meet strategic vision set by executive board.
* Prioritze Backlog
* Decides how to scope work
226
What is the role of the Technical Governance Board?
* Addresses technical questions
* Sets technical policies and standards
227
Describe who should be involvedin each of the 3 governance boards.
* Executive Board: Senior IT and business leaders
* Demand Board: Platform & process owners
* Technical Governance Board: IT leaders & technical architects
228
What are the 3 steps to improving governance?
* Define metrics that tell you when governance works
* Analyze metrics to drive process improvement and remove bottlenecks.
* Triage decisions. Push all but the most important governance activities to the front lines.
229
What are the 4 steps that need to be taken during data migration?
* MIgration assessment
* Document the migration strategy
* Create data migration ETL specifications
* Provision ServiceNow instance
230
Why should you perform a data migration assessment?
* To understand the data that needs to be migrated.
* To understand the different sources of the data.
* To understand the format of the data provided and who owns it.
231
What is the risk of not doing a data migration assessment?
If the assessment is not done, the requirements workshops can be delayed as data will not be properly identified.
232
Why should you document the migration strategy?
* To ensure that an agreed and approved strategy is documented before starting the migration..
233
What is the risk of not documenting the migration strategy?
Delays in the implementation as data migration will be unstructured from lack of governance.
234
Why should you create data migration ETL specifications?
* To define how the data will be extracted, transformed and loaded from the source to the target.
* Identify potential issues and obstacles.
235
What is the risk of not creating the data migration ETL specifications?
The data migration could be delayed as a result of not deciding and documenting how data will be extracted, transformed, and loaded.
236
When importing data into ServiceNow, data should be split in chunks when ___.
They are larger than 100 mb
237
How can data be migrated into ServiceNow?
Files
Database Connection
REST call
238
How can data be moved into its destination table within ServiceNow post-import?
* Transform maps
* Robust import set transformers
239
When would you use robust import set transformers instead of transform maps?
Use robust import set transformers instead of transform maps if you want to extract, transform, and load data to one or more target tables.
240
What is the 'guided setup' tool used for?
It provides a sequence of tasks to walk system administrators through the basic configuration of the Now Platform and the application.
Includes:
* instructions
* links to product documentation
* tracking for the completion of initial configuration tasks.
241
True or False: Different applications have different guided setups.
True
242
True or False: Guided set up is not configurable
True
Guided setup is not configurable.
243
True or False: Guided set up integrates with Agile Development and Project Management.
False
Guided setup does not integrate with Agile Development or Project Management.
244
What can you configure under the Company category of guided setup?
* Company name
* Logo
* Color theme to reflect your corporate brand
* Default system settings such as the time zone and the date and time formats.
245
What does a guided application category description specify?
The description often includes further planning information and links to additional content to help you with configuration.
246
How do you access system configuration?
* System Properties > Basic Configuration UI16
* The Company category of the Guided Setup. (Double check this)
247
Where can you find additional settings, such as the Icon image displayed in bookmarks and browser address bar (glide.product.icon)?
System Properties > System
248
Where can you configure the welcome page?
Guided Setup > Company category
249
What can be configured on the Welcome Page setup?
Instructions and any other important information you would like to convey to customers each time they login to ServiceNow.
What to do if they cannot login?
The telephone number of the Service Desk.
250
Where will customers be directed if single sign-on is enabled?
To their company's single sign-on landing page instead of the ServiceNow welcome page.
251
What is configured ont he Connectivity category within Guided Setup?
* Support for inbound and outbound email notification.
* Integratration between the instance and your existing LDAP/single sign-on (SSO) solutions.
252
What are two ways to access email properties?
* Guided Setup > Connectivity category > Email Properties
* System Properties > Email Properties
253
Within the Connectivity category of Guided Setup, where do you configure inbound and outbound emails?
Email Properties
254
What is the default value of the 'Email sending enabled' property?
True
255
Where are mail queues located?
System Mailboxes > Outbound > Outbox.
256
If the 'Email sending enabled' setting is True within a non-production instance, what setting should be configured?
Send all emails to this test email address (non-production testing)
257
In sub-production
258
What is the default value of the 'Email sending enabled' property post-clone?
False
259
Case when enabling email sending (2):
* SLAs, workflows, scheduled jobs, etc. run unless disabled in post-clone cleanup scripts
* Check Outbox first to avoid email flood
That's in ServiceNow's poorly-phrased words.
260
How many outbound SMTP servers may be active for sending emails from ServiceNow?
One
261
The platform may be configured to check inbound email from ___
multiple POP3 or IMAP Server mailboxes
262
XXX may be necessary to allow ServiceNow to connect to customer email architectures on the POP3 or IMAP ports
Network changes
263
Where can you configure email accounts?
System Mailboxes > Administration > Email Accounts.
264
What 3 options appear under 'Type' on the Email Accounts form?
* POP3
* IMAP
* SMTP
265
How many SMTP accounts can the system use at one time?
One
266
What is configured by the 'Authentication' field on the Email Account form?
Type of authentication used for the email account to connect to the email server. You can select one of the following:
* –- None --
* Password
267
What is configured within the 'Server' field on the Email Account form?
The remote server to which this account connects.
268
What should be entered within the 'Server' field of the Email Account form in order to activate a server for an on-premise installation?
Full address (FQDN) of the node.
269
What is configured by the User name field on the Email Account form?
The user name or ID to authenticate an email address.
270
What are some important facts to consider when configuring the User name field on the Email Account form?
* The value in this field is also the From address when the instance sends an email.
* For SMTP accounts, the value in the From field can override this.
* If you are using SMTP, this must be a full email address.
271
When configuring an email account, which types of connection security can be selected?
* None: No secure protocol is used.
* STARTTLS: Upgrades an insecure connection to a secure connection using the SSL/TLS encryption protocol, if your email server supports TLS.
* SSL/TLS: Connect to an SSL/TLS encrypted port to secure the connection. Email is encrypted between the ServiceNow instance and your mail server.
272
What functionality does a System Address Filter offer?
Prevents your system from communicating with untrusted domains and email addresses.
273
Which Email Accoung setting should you enable to create node logs for raw data exchanged with the email server?
Enable Debug Logging
274
From where can email node logs be accessed?
System Logs > Utilities > Node Log File Browser
275
What features relating to data population does an LDAP integration offer?
User account creation / updates
Group creation and population
Just-in-time provisioning
Listener for updates between scheduled data imports
276
How are user records imported into ServiceNow for use with LDAP?
Specific user records, dependent on LDAP server configurations, are imported into ServiceNow via staging tables and import sets.
277
LDAP [can/cannot] handshake back.
Cannot
It is unidirectional communication.
278
Several configurations must be performed to integrate ServiceNow with a customer LDAP, such as...
* LDAP Server with a minimum of read-only account
* Organizational Unit (OU) definitions, which define the directories for the source of data to be imported.
* Transform map and import schedule
279
How many LDAP integrations may be configured within a single instance?
"Multiple"
280
Describe the stages of the LDAP authentication lifecycle.
1. User login: User enters credentials to log into the ServiceNow instance. The password the user enters is contained entirely in the HTTPS session and ServiceNow does not store the password.
2. LDAP Response: LDAP server responds with an authorized or unauthorized message, which ServiceNow uses to determine whether access should be granted.
3. User Validation.
281
What is passed to the LDAP server during authentication?
* The user's distinguished name
* Password
282
If an LDAP password has been supplied, a ___ is performed. If no LDAP password is supplied ___ is used for the ___, in which case the LDAP server must allow ___.
* Simple Bind
* None
* Simple Bind
* Anonymous Login
283
Describe LDAP user validation
If the “Source” field of user record starts with “ldap:”, the user validation is attempted using LDAP.
ServiceNow passes the user’s distinguished name and password to the LDAP Server defined for the user record. If an LDAP password has been supplied, a “Simple Bind” is performed.
If no LDAP password is supplied, “none” is used for the "Simple Bind", in which case the LDAP server must allow anonymous login.
284
If the "Source" field does not start with "ldap," what is used to validate the user?
The password on the ServiceNow user record.
285
What is an OU?
Organizational Unit
286
What is the purpose of an OU definition in ServiceNow?
They define the directories for the source of data to be imported.
287
How many OU's can be related to a single LDAP server record, for example users or groups?
Multiple
288
What does RDN stand for?
Relative Distinguished Name
289
What is an RDN?
A Relative Distinguished Name (RDN) is a component of the distinguished name.
* For example, cn=John Doe, ou=People is a RDN relative to the root RDN dc=sun.com.
DNs describe the fully qualified path to an entry
RDN describe the partial path to the entry relative to another entry in the tree.
290
With regards to LDAP OU definition, ___ + ___ = Subdirectory to search
* Starting search directory
* RDN
291
When configuring the LDAP OU Definition, what does the 'Query' field specify?
The name of the attribute within the LDAP server to query for records.
292
What are some tips for configuring the 'Query' field of the LDAP OU definition?
Must be unique
For best results, use email addresses or other credentials that uniquely identify the user in a multiple domain instance.
Must map to the UserId field in sys_User.
For example, for an Active Directory user of joe.example there must be:
* A user record with a user ID value of joe.example
* An LDAP record with an sAMAccountName value of joe.example
293
With regards to the LDAP OU Definition 'Query' field, Active Directory uses the ___ attribute. Other directory services tend to use the ___ attribute.
* sAMAccountName
* cn
294
When configuring the LDAP OU Definition form, what is the 'Filter' string used for?
To select specific OU records from the directory being searched for import.
295
What does DIT stand for?
Directory Information Tree
296
What does DC stand for?
Domain component
297
What does CN stand for?
Common name
298
What does SN stand for?
Surname
299
What does UID stand for?
User ID
300
When "cn=student*" is entered in the LDAP OU Definition filter 'field,' what is returned?
All users with the cn starting with 'student.'
301
How is data moved from the import set table to the target table?
* The LDAP integration uses standard import sets and transform maps.
* Maps the source from LDAP to the target within ServiceNow.
* Defines any coalesce fields.
302
When can Guided Setup Enhanced UI be used for integrating LDAP?
When only one LDAP directory server is being integrated.
303
If multiple LDAP servers need to be integrated, what should be configured to prevent all LDAP servers from being queried upon user authentication attempts?
Populate the LDAP server field on the user record to specify which LDAP directory server should be used for authentication.
304
What should you do to populate the LDAP server field on user records?
On the LDAP transform map, create a new field map sing a source script to populate the LDAP server target field
* Example: return source.sys_import_set.data_source.ldap_target.server;
305
What should you do when implementing LDAP or other security authorization to prevent administrator accounts from being locked out by accident?
Create a security administration group containing local user accounts that are not connected to LDAP.
306
Where do you go within an instance to import or view success packs?
Project > Projects > All
307
What does PPM stand for?
Portfolio and Project Management
308
What do the row headers represent in the success pack overview?
Workstreams
* Value management and analytics
* Project and program management
* Architecture and technical governance
* Design, build and unit test
* Testing
* Organizational change management
* Support
309
What do the column headers represent in the success pack overview?
Phase
* Get started
* Initiate
* Plan
* Execute
* Deliver
* Close
310
Which attributes are returned by the LDAP integration by default?
All attributes available for each record.
311
To get a fully qualified directory name, the RDN is appended to what?
The starting search directory.
312
What is one way to optimize the To optimize performance of the LDAP integration?
Limit the attributes returned to ONLY those relevant to the integration.
313
After the LDAP server is set up, what are the steps for importing users?
OU related list > Data source related list > Transforms related list > LDAP User Import
Loading an Import Set.
Creating a Transform Map.
Specifying Field Mappings and a Coalesce field.
Importing and transforming records through a Scheduled Load.
314
Which staging area are LDAP users loaded into?
ldap_import
315
Where do LDAP fields that can be automatically mapped appear?
Field Maps related list
316
What tool can you use to manually map LDAP fields in the transform map?
Mapping Assist
317
What is the purpose of the LDAP server source field on the user record?
This field is used during the authentication process to determine which LDAP server to query to validate the user credentials.
318
Which roles are required for the LDAP integration service account?
import_set_loader and import_transformer
319
True or False: SSO can be configured up in Guided Setup
True
320
Describe SAML authentication process
1. Using a SAML implementation, a user first attempts to log into ServiceNow from a new browser.
2. ServiceNow checks for an active SSO Identity Provider cookie. If found, the user is authenticated based on that.
3. ServiceNow builds an AuthnRequest XML Document and generates a RelayState, which contains the ServiceNow instance URL in an encoded URL parameter.
4. Client browser is redirected to the IdP URL with the encoded URL parameters including the AuthnRequest and RelayState.
5. The corporate Identity Provider (IdP) then decodes the AuthnRequest statement, saves the RelayState for future use, and provides a login page for the user if they do not already have an active session.
6. IdP authenticates the user name and password against the configured customer identity management server.
7. The user's browser will then redirect back to the ServiceNow instance, passing the POST parameters provided by the Identity Provider.
ServiceNow will decode the SAML response, validate the security assertions (e.g. cert values, signature), and look for the NameID token to determine which user should be logged in.
After a match of the NameID (i.e. email address) token is confirmed, ServiceNow authenticates as that user and redirects the user to the URL as specified in the RelayState.
321
What are the two pieces of multi-factor authentication?
* Something the user knows, such as a password
* Something the user has, such as a token.
322
Which plugin plugin enables the authentication using Google Authenticator as the token provider.
Multi-factor authentication
323
Multi-factor authentication works with any authentication method that:
Works with user names and passwords stored in the instance’s database
324
ServiceNow Multi-factor Authentication does not work with:
SAML or SSO Digest
325
What are the steps to configure multi-factor authentication?
Set multifactor authentication properties.
1. Navigate to System LDAP > Transform Maps.
2. Open the LDAP transform map.
3. Set the Run Script field to true.
4. Add the code: target.enable_multifactor_authn = true;
326
What are the steps to set up a new device with multi-factor authentication?
* Login to ServiceNow and verify the Enable multi-factor authentication screen is displayed and follow the steps on the screen.
* Download the Google Authenticator app for your mobile device.
* Open the app and scan the QR code provided to pair your mobile device
* Enter the code generated by the Authenticator app to login.
327
What is a staging table?
Import sets store raw data in import set tables
328
What is the general import process of data using an XLS source file?
* Upload data from an external data source into an import set.
* Create a transform map
* Perform field mapping and coalesce to reconcile the data.
* Perform the data transfer from the import set table to the target table by executing the transform map.
329
What 3 kind of files can be imported in as a data source in an import set?
CSV
XLS
XML
330
For data import, what 3 type of data sources can be used?
Files
Databases
LDAP directory servers
331
What is a transform map?
A field mapping between the columns of the import set and the columns of the target table.
332
When are benefits of using role inheritance?
* Help to standardize permissions assigned to groups
* Centralize the administration of role assignments
* Increase consistency
* Reduce duplication of role assignments
333
When Group Roles were imported, child groups inherited Roles assigned to the parent Group.
* Does the same thing happen with Group membership?
* Are Parent group members inherited by child Groups?
No.
* Group membership is not inherited from parent Groups.
* Only Group Roles are inherited through the Group hierarchy.
334
What can you use Guided Setup for with regards to the CMDB?
* Load CI data
* Associates configuration items (CIs) to incident, problem, or change management.
* Identifies respective support teams.
* Identifies service level agreements and business impact information for prioritizing and escalating.
* Identifies potential upstream or downstream impact.
335
When importing CI data, why is order important?
* In case there are dependencies. CI data must be imported before the relationship data is imported.
336
True or False: Source data will generally contain CI data and relationship data.
False: Source data will generally contain only CI data and not relationship data.
337
With regards to transform maps, what is a target table?
The Target table is the table into which the data will be placed after the data transformation.
338
What is the purpose of the CSDM?
* Provides prescriptive guidelines for service modeling within the CMDB.
* Sets standards for how to use the CMDB framework with other ServiceNow applications to model services.
339
What is meant by "common service" in the CSDM?
A standard and shared set of service related definitions across ServiceNow products and platform that enable and support true service-level reporting.
340
What is meant by "data model"
The CMDB Framework that enables and supports multiple configuration strategies.
341
What is the CSDM not?
* Not an implementation guide for ITSM, CSM, APM or other products.
* Not a set of reports.
* Not an automatic fix for past implementations
* Not an application nor code to install
342
What is the CMDB?
* Single system of record of configuration items that focuses on IT infrastructure components.
343
What are benefits of a high quality CMDB?
* Faster incident resolution
* Improved security vulnerability profile
* Better judgment of change impact
344
Where do CSDM-related tables live within ServiceNow?
Within the CMDB
345
What are the five phases of CSDM implementation?
* Foundation
* Crawl
* Walk
* Run
* Fly
346
Describe the "foundation" stage of CSDM implementation.
Focuses on making sure you have the foundational data needed to get accurate reports.
Many of the Configuration Management Database (CMDB) reports need this foundation data along with information about the configuration items (CIs).
347
Describe the "crawl" phase of CSDM implementation.
Focus on the application and see what parts make up the application as well as the host where the application is installed. (cmdb_ci_business_app and cmdb_ci_appl and cmdb_ci_service_discovered).
With ITOM (SM and Discovery), we can identify theses components.
348
Describe the 'walk' phase of CSDM implementation.
Technical offering concept: Managing and supporting the application (Technical service [cmdb_ci_service] tabl) and technology offering [service_offering] table.
349
Describe the "run" phase of CSDM implementation.
What is the impact this application is having on my business (impact assessment on my incident management).
350
Describe the "run" phase of CSDM implementation.
Best in class. If you can fly, it means you can crawl, walk and run. Services can be requested via the catalog.
351
When are testing activities completed during a project?
During and after deployments.
352
Describe the testing activities related to the following stages, if any:
* Initiate
* Plan
* Execute
* Deliver
* Close
* On-going
Initiate
Plan
* Test understanding of requirements and "to-be" processes
* Prepare testing strategies, approach, and test plans
Execute
* Unit test stories
* Sprint testing
Deliver
* Regression testing
* Integration testing
* User acceptance testing
Close
On-going
* Load tests
* Penetration tests
* Regression tests after upgrade
353
What is penetration testing?
Its an authorized simulated cyber attack to evaluate the security of the system.
Note: This can only be performed by ServiceNow.
354
How do you schedule penetration testing?
Through the HI portal 7 days in advance.
Follow the hardening guide to ensure your score is excellent.
355
What is a defect?
An undesireable behavior that does not meet acceptance criteria of a story.
356
What is undesirable behavior that meets the acceptance criteria?
An enhancement.
357
Why do we test?
* Ensure software meets requirements
* Increase quality of applications
* Ensure browser / device compatibility
* Validate changes do not cause regression issues
* Find bugs early to minimize the cost of fixing them
358
Mistake: Proposing solutions before knowing what the stakeholder needs.
Solution: Wait for them to explain how they work at the moment and what problems they have right now.
359
Which of the following are NOT project items within the Plan phase?
* Conduct workshops
* Prepare test data
* Story refinement
* Release and Sprint Planning
* Define architecture
* Data strategy
* Test strategy
* Set up environment
* Execute sprints
* Prepare test data
* Execute sprints
360
What are the 3 parts of an effective story?
n effective story should be written in the voice of the customer using the following style: “ As a , I want so that ”.
361
What are 'acceptance criteria?'
Which of the following are parts of an effective acceptance criteria to determine when a story is working as expected?
The acceptance criteria is a precise, statement used to determine when a story is complete and working as expected.
It should be written in the following format: “Given , when then ”.
362
When a story is being created and reviewed but the requirements are still being defined, which state should the story be in?
Draft
363
What type of tests are performed during the deliver phase?
* Regression testing
* UAT
* Integration Testing
