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706 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Where would you go to view an existing workflow?
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Workflow > workflow editor
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What table does the service catalog workflow sit on
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Sc_request
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"What is the search syntax for ""Ends with"" ?"
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%mySearchTerm (Percent in front)
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Where would you look to see system performance?
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Instance log vital statistics on every transaction @ system logs > transactions
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How do you get to the categories on an incident and other tables?
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Go to system definition > choice list
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What is a variable set?
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It's a container with variables. You can reuse the sets.
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If a table is extended- but itself is not an extended table- it's called a
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Base class
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What died the ess requester have access to?
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Users can submit requests and manage their own requests- access public pages- take surveys- and use live feed and chat
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Where would you go to add an order guide?
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Service catalog > catalog definition > order guides and click new
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Where you go to see if an email went out?
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System logs > emails
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True or False you cannot prevent upgrades to your instance
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False – you can block an update by emailing SN ... You need to give them 5 business days
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What can you do with a UI policy?
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Set fields on a form from to visible or hidden; editable or read only; optional or mandatory
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What are the 3 most common extended tables off of cmdb
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Sys_user- sys_user_group- kb_knowledge
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True or False: transform maps can only be used once
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false ... You can use them over and over to bring data over
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How would you delete a custom table?
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"Go to system definition > table and click on delete all records in table. You'll get a few ""are you sure prompts"""
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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
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TRUE
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What is a record producer?
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a specific type of catalog item that allows end users to create task based records such as incident from the service catalog
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Where would you add a device catalog item in SN?
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Service Catalog > catalog definition > maintain items and click new
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Which component of ServiceNow would you use to modify a Workflow?
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The Workflow Editor.
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How do you change the sort sequence of fields or task?
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modify the order field
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Where is the global text search
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In the banner
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What are the two ways you can access the application creator?
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Either go to system applications > create application; or- click on the create new application icon in the banner next to application
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When you create a new app ... What automatically gets created?
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Roles- menu and files under related links ... But not a table
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What is an order guide?
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It allows user to order everything they need for one particular type if user
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What are the two most commonly used core tables?
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Task [task] and Configuration item [cmdb_ci]
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What are the two ways you can access the application creator?
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Either go to system applications > create application; or- click on the create new application icon in the banner next to application
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Where can you get a list of existing tables- with column- column attributes and indexes?
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Tables & Columns
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What happens if the data being imported by an import set is the same as the data in the table?
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It skips it
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What are are the type of SLAs?
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SLA- OLA & UC
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What are three examples of one to many db?
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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
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Where do you go to delete tables?
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"Tables and Columns - Choose ""delete"" and type the word ""delete"""
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What tabs will you find in the bottom of a user record by default
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Role- groups ... If skills and delegate are turned then you'll see those tabs too
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What is a row?
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A record is a row
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How would you kick off a new update set?
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Go to system update sets > local update sets and click new ... Make your changes ... Then go to local update sets and mark it complete
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What is a schema map?
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It displays the details of the cmdb ... Showing the relationships between ci
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Where can you get a list of existing tables- with column- column attributes and indexes?
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Tables & Columns
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True or False UI policy is only enforced on data that phases through the browser and UI
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TRUE
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How does a sys admin set list layout view globally?
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Go to the list and right click; select personalize and list layout
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Where would you look to confirm that your instance was upgraded?
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System logs > events and find system.upgraded event
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What one area do you manually have to add to an update set?
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Homepage
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Where are bread crumbs in SN?
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It's the filter views (i.e.- when you run a report); the more you add the longer it gets.
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Give an example of an automatically created event driven know article
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Server outage triggers a kb news item
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What is a record?
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It is one set of table fields
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Where can an admin go to see what release is running on an instance?
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System diagnostics > stats > stats
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True or Falsealse: resetting the list layout globally will over ride personal preferences?
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False; not out of the box. You can probably blow away a database record to do that
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What is a healthy server response time?
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800ms on average
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True or False LDAP data is brought over via an import set?
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False – it's a special data set brought over using a different module
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How does a table organize data?
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By rows- records and fields
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True or False: all workflows absolutely must have a beginning and end
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TRUE
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How do you deactivate an application?
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System applications > applications ... Open the app record and uncheck the active check box
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What table are event definitions kept in?
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Sysevent_register
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"What is the search syntax for ""Does not contain"" ?"
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!*mySearchTerm (Exclamation asterix)
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What is REST?
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A web service protocol used to communicate with ServiceNow. Representational State Transfer. (JSON- XML- CSV- EXCEL- RSS- PDF)
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Where do you manage record numbering?
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System definition > number maintenance
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Notifications can use which methods to send notices?
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Email- SMS- meeting invitation
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True or False UI policy is only enforced on data that phases through the browser and UI
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TRUE
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ACLs can be defined I. What three ways?
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Conditional expressions (if this then)- scripts and roles
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True or False searches are case sensitive
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FALSE
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Sn can integrate with any solution that uses one of the following 5 techniques
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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
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"If the system is going to be upgraded
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what will be exempt from the upgrade?"
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Any record that has been altered from the base state by the customer
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What is ran on the client side and what is ran on the server side?
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UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
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What is an extended table?
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It's a table that includes all the entries from the parent table and unique values
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How can you preview a workflow?
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By checking it out. You don't have to publish it to test it
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What are the three basic elements of a workflow?
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Approval- notification and task
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True or False – make sure you're logged in as admin when creating an access control
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False – in order to create access control rules- you need to activate security_admin elevated privileges
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What is dot walking?
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It's a way a saying what db and field are you referencing- e.g.- assigned_to.manager
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How do you get to the tablet version of your instance?
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Go to yourinstance.service–now.com/$tablet.do
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What does a red dashed line indicate in a form field?
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That there is invalid data or a mistyped word
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Where would you create a UI policy?
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Go to the form- right click on the form header and select personalize > UI policies
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On the schema map- boxes that have green or blue bars are what?
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Have been extended
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What is a delegate?
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Another user designated to receive and interact with approvals and tasks assigned
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Where would you create a variable set?
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Service Catalog > Catalog Variables > Variable Sets
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True or False – like business rules ... Notifications can be created when a record is inserted or updated
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TRUE
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What does the light red form field indicator mean?
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A requires field that has a saved value
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Where would you to add a notification that your system was upgraded?
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Go to system policy > notifications and find the system upgraded event. Set it up to email whoever
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How many tables are in SN out of the box?
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1294
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Where would you create the order guide choices/questions (e.g.- department)?
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Go to the order guide and go to the variables section. Click new
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Where is an SLA stored?
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In thr Contract_SLA table.
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What does the system administrator role have access to?
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All system features- applications- functions- and data
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What does requesters see when they go to the service catalog?
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Self service items
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Access to tables and fields are governed by
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System property and access control
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True or False – make sure you're logged in as admin when creating an access control
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False – in order to create access control rules- you need to activate security_admin elevated privileges
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How do you get to a SN report?
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Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
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What is captured in an update set?
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Business rules- client scripts- fields- forms and form sections- reports- tables- views and workflows
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which workflow is designed to be used over and over again?
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default SLA Workflow
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What is the only difference between defining an SLA and OLA/UC?
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You fill in a different value for type field
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What is the app creator?
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It allows citizen developers to create apps
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What are the major steps to building an application?
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Create it- add a table- add fields- add a module to use a form
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What does the skills management plugin do?
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Skills based routing within SN
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What happens to kb articles that are flagged?
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They end up in the flagged article section; you'll also see any feedback someone left
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What does the banner frame contain
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Logo and global navigation control
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What does the mapping assist utility do for an import set?
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It let's you align what fields are going with what
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What tables can't be deleted?
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Base tables- e.g.- task- cmdb_ci
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How do you get to the mobile version of your instance?
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Go to yourinstance.service–now.com/$m.do
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What does clicking on the submit button on a form for the first time do?
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It updates the db fields and brings you back to a list
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What are the 5 most common extended tables off of task?
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Incident- problem- change_request- sc_request- sc_req_item
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Where can you find the response time indicator?
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In the right hand corner of forms and lists
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What are best practices for rolling out update sets?
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Have a an- know what's being developed and make sure admins are aware; include many changes into one update
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Lists can display how many tables?
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One table; however not that it can reference other tables
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Where can you access the knowledge base from?
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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
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True or False – update sets cannot be merged
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False – they can be combined between users
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What's one way to create a group?
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In a user record form- create the group. ThAt user will automatically be added
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When you delete a table what else gets deleted?
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Records- choice list items- forms- form sections. Lists. And related lists- reports- gauges and reference fields
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What is a schema map?
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It displays the details of the cmdb ... Showing the relationships between ci
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What type of security access does an admin need?
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Security_admin ... It consolidates security settings to one streamlined interfaces and adds concept of elevated privilege
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What are the social IT components?
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Chat- service desk chat- live feed/company feed
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What are the two main cmdb tables?
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Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
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What are the three ways you can bring users into your SN instance?
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SSO- LDAP and manual import
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What provides a guide for moving data from import sets?
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transform map
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True or False: a role does not inherit all the permissions of any other roles it includes?
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FALSE
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How do you get to the tablet version of your instance?
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Go to yourinstance.service–now.com/$tablet.do
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What is an import set?
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It's a took used to import data from various data sources- and it maps that data in servicenow tables
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What is a Business Rule?
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Business Rules watch a table for specific conditional events to occur and trigger an action. (Inserts- Updates- Deletes or queries.)
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What happens if the data being imported by an import set is the same as the data in the table?
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It skips it
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How do you toggle tabs in a form?
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By clicking on the toggle tabs icon
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What do hot fixes fix?
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Problems with feature release
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What does the kb search icon look like?
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Blue book
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Tables that have red bars in the schema map are what?
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Referenced tables
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What does the list editor do?
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It allows you to update the record without having to into a form
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What are the workflow activities?
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"approvals
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conditions- notifications- task- timers- utilities"
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What else happens When you make an application inactive?
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All associated menus- modules- and ACLs are set inactive
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What is an extended table?
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It's a table that includes all the entries from the parent table and unique values
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What's a good use case of extend tables?
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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
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When you give access to a database row via ACL ... It is said that you're giving _____ access
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Record
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What db field stores the record number?
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Sys_number
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What two ways can something in the edge bar be opened?
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In a window flyout or in the window pane
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What is a UI policy?
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It's a rule that applies to a form to dynamically change form information or the form itself
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What is a notification?
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It's a tool for alerting user that events that concern them have occurred
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What is a SN event?
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It is an indication to the ServiceNow processes that something notable has occurred- e.g.- approving a request- workflow- etc.
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Where would you to do a transform map
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After you import using load data ... Under next steps you'll see a link to create transform map
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What is a SN event?
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It is an indication to the ServiceNow processes that something notable has occurred- e.g.- approving a request- workflow- etc.
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What is the personalize_form role do?
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Can manage all form and list changes
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What is a user
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It's one record stored in the user [sys_user] table
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What is the edge
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It's new gray toolbar on the left hand side of the screen
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In regards to service catalog ... What are service catalog variable types?
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Common web elements: multiple choice- select box- single line text- reference- checkbox
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What's the name of text indexing search engine
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Zing
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What is the auto matching functionality of the transform map?
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It looks at the column names in the import set table and automatically matches to production table columns
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What would happen if you pointed your browser to instance.service–now.com/incident.do
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You'll go to a blank incident form
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What 3 security modules does an admin use?
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System properties > security; system security > access control; system security > high security settings
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What version of droid is supported?
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Android 4.0
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How does automating in an import set work?
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It takes the names of import set table headings and matches it against the existing column field names
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In re: to performer issues ... What is instance cache?
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The amount if system resources available for processing
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Who has access to schema maps and tables and column module?
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Only administrators
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What is a notification?
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It's a tool for alerting user that events that concern them have occurred
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ACLs are set a what level?
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Row.level (access to then record) and column level (access to the field)
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How do you modify or create workflow?
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Utilize the Graphical Workflow Editor
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What are the major workflow activities?
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Approvals- conditions- notifications- tasks- timers- utilities
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What's considered best practice when it comes to assigning roles?
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Give it to the group
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What is a variable set?
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Unit of variables that can be shared between catalog items
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The main ui is divided into what three sections
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Banner frame- application navigator and content frame
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How are users brought into sn? Both account and authentication
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Manually in sn- ldap or sso
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What iOS versions are supported for sn?
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iOS 6
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True or False – users can not read- write- create- or delete data unless access controls are in place to explicitly allow those actions
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TRUE
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To access the control list you have to have which access?
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Security_Admin
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Where would you go to start an import set?
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System import sets > load data
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True or False – stats.do is showing you average memory use
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False – it's a snapshot in time of what's happening
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When is a notification sent out?
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When an event has been fired
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What does the banner frame contain
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Logo and global navigation control
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What provides a guide for moving data from Import Sets?
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Transform Map
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How do you populate the CMDB?
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Discovery- import sets- integrate with cmdb- web services- help the Helpdesk- manual
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Aside from viewing the schema map ... What else can you do in tables & columns module?
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Create a new table or edit an existing table- create a new application or browse existing applications- delete all records from a table
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What parts of SN are designed to be integrated with?
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Cmdb. Incident- problem- change- user administration- and single sign on
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When you give access to a database column ... It is said that you're giving _____ access
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Field
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What is a ci?
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A tangible device or intangible dedicated software in the CMDB
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How do you populate the CMDB?
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Discovery- import sets- integrate with cmdb- web services- help the Helpdesk- manual
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True or False – you cannot revert update set versions
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False – you absolutely can roll back changes
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What client script is supported?
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OnLoad- onChange- onSubmit- onCellEdit
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What is the sequencing of publishing a Knowledge Article?
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Draft- Review- Publish
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What is the primary use of the tables & columns module?
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To view the schema map
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How are users brought into sn? Both account and authentication
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Manually in sn- ldap or sso
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True or False – You cannot deactivate a plugin. Once it is on ... It's on
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TRUE
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What does a service catalog do according to SN?
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It's an ordering system for goods and services (i.e.- one stop shopping); access to service desk; where you get help and training
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ServiceNow runs on what type of web server?
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Apache Tomcat
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What does the search term !*search do
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Means does not contain
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When you delete a table what else gets deleted?
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Records- choice list items- forms- form sections. Lists. And related lists- reports- gauges and reference fields
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Where would you go to monitor your server?
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You can type stats.do in your browser or go to system diagnostics > stats > stats
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What are the SN provided roles?
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System administrator- fulfiller- requester- approvers
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What's the name of the application navigator search box
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Type filter text
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What are the notable kb db fields?
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Topic- category- valid to- attachment link- workflow- roles- article type
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Where can an admin go to see what release is running on an instance?
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System diagnostics > stats > stats
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What's considered best practice when it comes to assigning roles?
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Give it to the group
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What table does the service catalog workflow sit on
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Sc_request
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What are some important fields in the SLA form?
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Retroactive start (when to start)- duration (user specified). Duration type (2 business days)- schedule (what's a work day)- timezone- conditions (start- stop & pause)
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What is a healthy total response time for Network- browser & server?
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3 seconds- on average
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What is a data policy?
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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
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Where would you update a email notification?
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System policy > email > notifications
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What happens if two merged update sets are modifying the same object?
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The newest one takes precedence
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How do you limit file attachments?
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Security>System Security
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Where would you go app navigator to add a server to the CMDB?
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Configuration > servers > all and click add new
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"What is the search syntax for ""Equals"" ?"
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=mySearchTerm (Equals in front)
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How do you get to a SN report?
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Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
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What parts of SN are designed to be integrated with?
|
Cmdb. Incident- problem- change- user administration- and single sign on
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What function does the import set table serve?
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It's a staging area for records imported from a fat source
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What is the response time indicator?
|
It displays the processing time- including the total time- network latency and browser rendering and parsing
|
|
|
|
Where you go to see if an email went out?
|
System logs > emails
|
|
|
|
What do you have to do to a workflow to edit it?
|
You need to check it out; this prevents errors
|
|
|
|
Where do you create a workflow?
|
In the graphical workflow editor
|
|
|
|
What does the ITIL fulfiller role have access to?
|
ITIL activities associated with the itil workflow
|
|
|
|
What do hot fixes fix?
|
Problems with feature release
|
|
|
|
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"""
|
|
|
|
What does the attachment functionality in a kb article do?
|
It displays the contents of the attachment instead of the text in the form
|
|
|
|
What is the notification flow and how can a notification be sent out?
|
Script- Business Rule- Workflow can all send out notifications
|
|
|
|
How many days notice does SN send out for major upgrades- e.g.- Dublin to Eureka?
|
30 days
|
|
|
|
What is the event queue?
|
It's a table containing a record of every generated event
|
|
|
|
What type of db is sn built on?
|
MySQL
|
|
|
|
Where can an admin go to look at every upgrade ever made to SN?
|
System diagnostics > upgrade history
|
|
|
|
Where do you create a workflow?
|
In the graphical workflow editor
|
|
|
|
Where would you create a variable set?
|
Service Catalog > Catalog Variables > Variable Sets
|
|
|
|
What are workflows primarily used for?
|
To automate a sequence of activities
|
|
|
|
How can you set a read only field?
|
UI Policy
|
|
|
|
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
|
|
|
|
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
|
- sys_update_xml)"
|
|
|
True or False: a role does not inherit all the permissions of any other roles it includes?
|
FALSE
|
|
|
|
How many events are in a baseline implementation?
|
235
|
|
|
|
What does specifying a coalesce mean?
|
The field or fields you specify will be used as a unique key
|
|
|
|
What does the search term !*search do
|
Means does not contain
|
|
|
|
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
|
|
|
|
Where would you change banner color and other colors?
|
System properties > CSS
|
|
|
|
Here do UI policies run?
|
On the client side (browser)
|
|
|
|
Sn automatically provides numbers for which tables?
|
Incident- problem- change- request and knowledge
|
|
|
|
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
|
|
|
|
Why shouldn't you use a global rule?
|
Because it runs on every record and transaction. It's unnecessary overhead for your system.
|
|
|
|
True or False you can limit SN access by IP ranges
|
True – you can make your SN instance only available to certain instances
|
|
|
|
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
|
|
|
|
What are the two most commonly used core tables?
|
Task [task] and Configuration item [cmdb_ci]
|
|
|
|
What two workflow stages for sc_req_item are available out of the box?
|
Request Cancelled and Completed
|
|
|
|
How do you work on your app
|
After creating it ... Select it as your current application and begin developing
|
|
|
|
What are the workflow stages?
|
Waiting for approval>fulfillment>delivery>completed
|
|
|
|
True or False SN recommends to not use client script if you can use UI polices or access controls
|
True – security concern
|
|
|
|
ACLs are set a what level?
|
Row.level (access to then record) and column level (access to the field)
|
|
|
|
When is semaphore setup and what's that number based on?
|
Set at implementation and based on size and load
|
|
|
|
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
|
|
|
|
What is the only difference between defining an SLA and OLA/UC?
|
You fill in a different value for type field
|
|
|
|
What db field does the workflow keep progress?
|
In the stage field in sc_req_item
|
|
|
|
What does a db table contain?
|
Records
|
|
|
|
What is CRUD?
|
Create- Read- Update- Delete
|
|
|
|
What key metrics should use to baseline and monitor your server?
|
Memory- response time & available semaphores
|
|
|
|
Where would you change the banner icon and text
|
System properties > my company's
|
|
|
|
How do you get to the categories on an incident and other tables?
|
Go to system definition > choice list
|
|
|
|
The main ui is divided into what three sections
|
Banner frame- application navigator and content frame
|
|
|
|
What is the response time indicator?
|
It displays the processing time- including the total time- network latency and browser rendering and parsing
|
|
|
|
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
|
|
|
|
What can the record producer be used for?
|
Workflow based things – request emergency change- wizards- etc
|
|
|
|
True or False – users can not read- write- create- or delete data unless access controls are in place to explicitly allow those actions
|
TRUE
|
|
|
|
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
|
|
|
|
What type of db is sn built on?
|
MySQL
|
|
|
|
What two states are current releases available in?
|
General availability (GA) and controlled availability (CA)
|
|
|
|
What do you have to do to a workflow to edit it?
|
You need to check it out; this prevents errors
|
|
|
|
What does inheritance do for extended tables?
|
It allows child tables to share fields from a single source
|
|
|
|
What is BSM?
|
Business Service Management BSM map graphically displays the configuration items- CI- that support a business service.
|
|
|
|
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
|
|
|
|
Where would you look to confirm that your instance was upgraded?
|
System logs > events and find system.upgraded event
|
|
|
|
What functionality do you get from the mobile version of sn?
|
Application navigator- labels and favorites- list and forms
|
|
|
|
What are the default values for the numbering?
|
Starts at 1000 and has 7 characters
|
|
|
|
How are tables related to each other?
|
One to many- many to many- extensions- db views
|
|
|
|
What is a UI policy?
|
It's a rule that applies to a form to dynamically change form information or the form itself
|
|
|
|
What are events caused by?
|
User action and scripts
|
|
|
|
What do admins see when they access service catalog?
|
Everything: catalog definitions- policy and variables
|
|
|
|
Here do UI policies run?
|
On the client side (browser)
|
|
|
|
What are the two base tables in SN?
|
Task and cmdb_ci
|
|
|
|
What key metrics should use to baseline and monitor your server?
|
Memory- response time & available semaphores
|
|
|
|
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)
|
|
|
|
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.
|
|
|
|
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
|
|
|
|
What type of users is CA releases recommended for?
|
Early adopters
|
|
|
|
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
|
|
|
|
Who does service catalog purchase approvals go to?
|
Whoever is listed as your manager in the user table
|
|
|
|
What happens when you click the Update button on a form?
|
Your entries are saved and you are returned to the previously viewed page.
|
|
|
|
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
|
|
|
|
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
|
TRUE
|
|
|
|
What does the system administrator role have access to?
|
All system features- applications- functions- and data
|
|
|
|
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
|
|
|
|
How can you populate the knowledge base?
|
Manually- from the service catalog record producer- automatically from events- most importantly- from incidents or other tasks
|
|
|
|
What does the content frame contain
|
Displays info like lists- forms- home pages and wizards
|
|
|
|
What is a ci?
|
A tangible device or intangible dedicated software in the CMDB
|
|
|
|
What db field stores the record number?
|
Sys_number
|
|
|
|
What do client request + server response =
|
Round trip
|
|
|
|
Where would you go to see if an admin impersonated another user?
|
To the event queue and look for impersonation in the name field
|
|
|
|
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
|
|
|
|
does ESS have a role?
|
ESS does not have a role
|
|
|
|
What type of connection does sn make to LDAP?
|
A read only connection
|
|
|
|
What 4 things make up perceived performance of your SN instance?
|
Application server response- network latency- browser rendering and parading- and instance cache
|
|
|
|
ServiceNow runs on what type of web server?
|
Apache Tomcat
|
|
|
|
Tables that have red bars in the schema map are what?
|
Referenced tables
|
|
|
|
What external sources can you import using an import set?
|
Jdbc- http- FTP- excel- cab- XML
|
|
|
|
What are the main tools you can use to tailor servicenow?
|
UI policy- data policies- UI actions and scripts
|
|
|
|
How could you modify a field?
|
With a form or list editor
|
|
|
|
SN provides service levels of security for end users for what?
|
Application and module access; table and field access
|
|
|
|
What version of droid is supported?
|
Android 4.0
|
|
|
|
What db field does the workflow keep progress?
|
In the stage field in sc_req_item
|
|
|
|
What are the 5 most common extended tables off of task?
|
Incident- problem- change_request- sc_request- sc_req_item
|
|
|
|
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
|
|
|
|
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
|
|
|
|
Where do saved filters end up?
|
Click on the arrow next to the application and right click select filters
|
|
|
|
What does the orange form field indicator mean?
|
Read only data that is not editable on this form
|
|
|
|
What are the social IT components?
|
Chat- service desk chat- live feed/company feed
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What's a good range to be in for server memory?
|
10–60% ... You shouldn't be under 10% for an extended period
|
|
|
|
What does the kb search icon look like?
|
Blue book
|
|
|
|
How can you populate the knowledge base?
|
Manually- from the service catalog record producer- automatically from events- most importantly- from incidents or other tasks
|
|
|
|
What is contextual security?
|
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
|
|
|
|
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
|
|
|
|
Notifications can use which methods to send notices?
|
Email- SMS- meeting invitation
|
|
|
|
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
|
|
|
|
"What has conditions
|
scripts and roles and can limit security?"
|
ACL-Access Control List
|
|
|
What does the mapping assist utility do for an import set?
|
It let's you align what fields are going with what
|
|
|
|
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
|
|
|
|
What are the 3 basic components of workflow?
|
Approvals- Notifications- Task
|
|
|
|
Where would you go app navigator to add a server to the CMDB?
|
Configuration > servers > all and click add new
|
|
|
|
What's the best practice for assigning roles?
|
Assign roles to groups
|
|
|
|
When is semaphore setup and what's that number based on?
|
Set at implementation and based on size and load
|
|
|
|
What does !=search do
|
Does not equal
|
|
|
|
What are the 5 ways you can search in servicenow
|
Lists- global text search- knowledge base- navigation filter- live feed
|
|
|
|
What is a record producer?
|
It's an interface used to create service catalog records; an alternative to lists and forms
|
|
|
|
Who has access to schema maps and tables and column module?
|
Only administrators
|
|
|
|
What are the main tools you can use to tailor servicenow?
|
UI policy- data policies- UI actions and scripts
|
|
|
|
What is the application navigator search field called?
|
Navigator filter
|
|
|
|
True or False – when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
|
TRUE
|
|
|
|
What is a healthy total response time for Network- browser & server?
|
3 seconds- on average
|
|
|
|
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
|
|
|
|
What function does the import set table serve?
|
It's a staging area for records imported from a fat source
|
|
|
|
What does a feature release fix?
|
It takes all hot fixes and patch fixes since the last feature release
|
|
|
|
What are the three SN release types?
|
Feature release- patch release and hotfix
|
|
|
|
Where would you change banner color and other colors?
|
System properties > CSS
|
|
|
|
"What is the search syntax for ""Does not equal"" ?"
|
!=mySearchTerm (Exclamation equals)
|
|
|
|
What is a workflow activity?
|
It's the blocks that organize the individual actions the workflow performs as it runs.
|
|
|
|
What does a registry entry do?
|
A registry event is required in order to generate a notification for an event
|
|
|
|
What does the red form field indicator mean?
|
Its a required field that requires a value
|
|
|
|
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
|
|
|
|
What table are event definitions kept in?
|
Sysevent_register
|
|
|
|
Before you make a gauge ... What must you do?
|
Make the report that will feed the gauge
|
|
|
|
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
|
|
|
|
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?
|
|
|
|
Where would you define OLAs and UCs?
|
In the task SLA form
|
|
|
|
What happens if the role field in an application is left blank?
|
All SN users of that instance will see it.
|
|
|
|
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
|
|
|
|
What is a delegate?
|
Another user designated to receive and interact with approvals and tasks assigned
|
|
|
|
What are the two base tables in SN?
|
Task and cmdb_ci
|
|
|
|
"What is the search syntax for ""Starts with"" ?"
|
mySearchTerm% (Percent at end)
|
|
|
|
Where would you add a device catalog item in SN?
|
Service Catalog > catalog definition > maintain items and click new
|
|
|
|
What does a list display?
|
It displays information in a table- organized in sortable columns
|
|
|
|
"What is the search syntax for ""Contains"" ?"
|
*mySearchTerm (Asterix)
|
|
|
|
What is an Underpinning Contract?
|
A contractual agreement with a Service Provider to provide a level of service.
|
|
|
|
What's the most common way for generating an event?
|
Using business rules or workflow activities
|
|
|
|
What is the edge
|
It's new gray toolbar on the left hand side of the screen
|
|
|
|
Where do you go to add/modify a service catalog item?
|
Service Catalog>Maintain Item
|
|
|
|
What would happen if you pointed your browser to instance.service–now.com/incident.do
|
You'll go to a blank incident form
|
|
|
|
Where would you look to see system performance?
|
Instance log vital statistics on every transaction @ system logs > transactions
|
|
|
|
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
|
|
|
|
Where would you add options (e.g.- memory) to a service catalog?
|
Go to the items and add choices under the variable tab
|
|
|
|
What tables can't be deleted?
|
Base tables- e.g.- task- cmdb_ci
|
|
|
|
How are users related to roles or groups?
|
1 to many relationships
|
|
|
|
What's the user database?
|
Sys_user
|
|
|
|
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
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What tables can you not run reports on?
|
System tables: sys_audit- syslog- syslog_transaction- sys_attachment and sys_email
|
|
|
|
Where would you go to clean up and remove a used import set table?
|
System import sets > import sets tables > cleanup
|
|
|
|
Where do you go in ServiceNow to change the banner and colors?
|
System Properties- then CSS Properties
|
|
|
|
True or False: transform maps can only be used once
|
false ... You can use them over and over to bring data over
|
|
|
|
What does the light green form field indicator mean?
|
Means the field has been modified; to retain you have to click save
|
|
|
|
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
|
|
|
|
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
|
|
|
|
True or False – when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
|
TRUE
|
|
|
|
How would you import data from LDAP?
|
Through leap server record configuration ... Not an import set
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What is the primary use of the tables & columns module?
|
To view the schema map
|
|
|
|
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
|
|
|
|
How do you work on your app
|
After creating it ... Select it as your current application and begin developing
|
|
|
|
What else happens When you make an application inactive?
|
All associated menus- modules- and ACLs are set inactive
|
|
|
|
What's the most common way for generating an event?
|
Using business rules or workflow activities
|
|
|
|
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
|
|
|
|
Lists can display how many tables?
|
One table; however not that it can reference other tables
|
|
|
|
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
|
|
|
|
What iOS versions are supported for sn?
|
iOS 6
|
|
|
|
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
|
|
|
|
What db are all the customizations that you made kept?
|
Sys_update_xml
|
|
|
|
How do you edit a form?
|
Go to a form- right click and select personalize form
|
|
|
|
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.
|
|
|
|
Where is the list search option
|
Above lists view; let's you narrow down search
|
|
|
|
What happens to kb articles that are flagged?
|
They end up in the flagged article section; you'll also see any feedback someone left
|
|
|
|
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
|
|
|
|
True or False: all users can manage and setup import sets
|
False: only users with the admin role
|
|
|
|
What are applications and modules secured by?
|
Roles- e.g. Only a user that has the ITIL role can access the change management application
|
|
|
|
True or False: asset and CIs are often the same entity – but information about them are expressed differently
|
TRUE
|
|
|
|
In regards to service catalog ... What are variables?
|
They define the questions to ask the end user ordering the catalog item
|
|
|
|
Before you make a gauge ... What must you do?
|
Make the report that will feed the gauge
|
|
|
|
What do plugins do?
|
They provide additional optional functionality
|
|
|
|
What do incident- problem and change have in common?
|
They save to the task table
|
|
|
|
True or False – You cannot deactivate a plugin. Once it is on ... It's on
|
TRUE
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What does a list display?
|
It displays information in a table- organized in sortable columns
|
|
|
|
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
|
|
|
|
What happens to the gear icon once you've made changes?
|
It means you've customized the columns in your list
|
|
|
|
What is a column?
|
A field is a column
|
|
|
|
What does the content frame contain
|
Displays info like lists- forms- home pages and wizards
|
|
|
|
True or False: asset and CIs are often the same entity – but information about them are expressed differently
|
TRUE
|
|
|
|
How many days notice does SN send out for major upgrades- e.g.- Dublin to Eureka?
|
30 days
|
|
|
|
In what table are the individual tasks stored?
|
Task_sla
|
|
|
|
What is dot walking?
|
It's a way a saying what db and field are you referencing- e.g.- assigned_to.manager
|
|
|
|
Retroactive start when activated does what?
|
Sets start to equal when the ticket was created
|
|
|
|
Tables and Fields can be viewed and manipulated where?
|
Record List Form Tables and Columns
|
|
|
|
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
|
|
|
|
How do you toggle tabs in a form?
|
By clicking on the toggle tabs icon
|
|
|
|
What type of connection does sn make to LDAP?
|
A read only connection
|
|
|
|
Where would you define OLAs and UCs?
|
In the task SLA form
|
|
|
|
What is a db field?
|
It's a column in the record. It's where you store individual pieces of data
|
|
|
|
What are the major workflow activities?
|
Approvals- conditions- notifications- tasks- timers- utilities
|
|
|
|
What two workflow stages for sc_req_item are available out of the box?
|
Request Cancelled and Completed
|
|
|
|
What is stored in a table?
|
data
|
|
|
|
What can you do if the Homepage is slow?
|
Remove some gauges or change the refresh rate
|
|
|
|
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
|
|
|
|
Itil says that asset information is used for?
|
Valuing- depreciating- determining- cost allocation strategy
|
|
|
|
Where would you go to add an order guide?
|
Service catalog > catalog definition > order guides and click new
|
|
|
|
What do admins see when they access service catalog?
|
Everything: catalog definitions- policy and variables
|
|
|
|
How can you preview a workflow?
|
By checking it out. You don't have to publish it to test it
|
|
|
|
What is a CI?
|
A CI is tangible and intangible
|
|
|
|
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
|
|
|
|
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
|
|
|
|
Where would you update a email notification?
|
System policy > email > notifications
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What does a red dashed line indicate in a form field?
|
That there is invalid data or a mistyped word
|
|
|
|
What does requesters see when they go to the service catalog?
|
Self service items
|
|
|
|
What is contextual security?
|
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
|
|
|
|
What module tracks all upgrades made to the system?
|
System Diagnostics>Upgrade History
|
|
|
|
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
|
|
|
|
What is a select box- single line text- reference- check box- multiple choice?
|
variable
|
|
|
|
What does the application navigator contain
|
Provides links to all application menus and modules
|
|
|
|
True or False you can limit SN access by IP ranges
|
True – you can make your SN instance only available to certain instances
|
|
|
|
Sn automatically provides numbers for which tables?
|
Incident- problem- change- request and knowledge
|
|
|
|
What does the list editor do?
|
It allows you to update the record without having to into a form
|
|
|
|
How many tables are in SN out of the box?
|
1294
|
|
|
|
What is a workflow?
|
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
|
|
|
|
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
|
- sys_update_xml)"
|
|
|
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
|
|
|
|
"What is the search syntax for ""Greater than or equal to"" ?"
|
mySearchTerm with no leading or trailing wildcards.
|
|
|
|
What related tables does the schema map show?
|
Class extension or reference
|
|
|
|
How do you deactivate an application?
|
System applications > applications ... Open the app record and uncheck the active check box
|
|
|
|
What happens when you click the Submit button on a form?
|
Your entries are saved and you are returned to the previously viewed page.
|
|
|
|
True or False most customizations of system behavior is done using UI policies
|
false it's business rules
|
|
|
|
What happens to the gear icon once you've made changes?
|
It means you've customized the columns in your list
|
|
|
|
How do you get to plugins?
|
Search the navigator for plugins and activate them
|
|
|
|
What are are the type of SLAs?
|
SLA- OLA & UC
|
|
|
|
ACLs can be defined I. What three ways?
|
Conditional expressions (if this then)- scripts and roles
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What are workflows primarily used for?
|
To automate a sequence of activities
|
|
|
|
What is a healthy server response time?
|
800ms on average
|
|
|
|
What must you do first in order to modify a Workflow?
|
Check it out.
|
|
|
|
Why would you create a group?
|
To assign permissions- identify a subset of skills for skills assignment- provide a reference for alerts
|
|
|
|
What does the skills management plugin do?
|
Skills based routing within SN
|
|
|
|
What are the different states for a Workflow?
|
Published- Unpublished- Checked Out.
|
|
|
|
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
|
|
|
|
What are events caused by?
|
User action and scripts
|
|
|
|
What is SOAP?
|
A web service protocol used to communicate with ServiceNow. Simple Object Access Protocol . (XML)
|
|
|
|
SLAs include actions that can be triggered when during the lifecycle?
|
anytime
|
|
|
|
What do Fulfiller ITIL users see when they access the service catalog?
|
They can see open records: requests- items & tasks
|
|
|
|
If importing data- how do you keep from importing duplicates?
|
Utilize the Coalace field to state which field is the unique key
|
|
|
|
What does a dictionary override do
|
It provides the ability to override several aspects of a field in extended tables
|
|
|
|
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
|
|
|
|
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
|
|
|
|
Where would you go to view an existing workflow?
|
Workflow > workflow editor
|
|
|
|
What's a module and application in the example ... Incident > create new
|
Incident is an application and create new is the module
|
|
|
|
True or False – stats.do is showing you average memory use
|
False – it's a snapshot in time of what's happening
|
|
|
|
In regards to service catalog ... What are variables?
|
They define the questions to ask the end user ordering the catalog item
|
|
|
|
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
|
|
|
|
What does the red form field indicator mean?
|
Its a required field that requires a value
|
|
|
|
Where would you create a UI policy?
|
Go to the form- right click on the form header and select personalize > UI policies
|
|
|
|
What do plugins do?
|
They provide additional optional functionality
|
|
|
|
What are the three ways you can bring users into your SN instance?
|
SSO- LDAP and manual import
|
|
|
|
What happens if the role field in an application is left blank?
|
All SN users of that instance will see it.
|
|
|
|
Where would you go to start an import set?
|
System import sets > load data
|
|
|
|
What 3 security modules does an admin use?
|
System properties > security; system security > access control; system security > high security settings
|
|
|
|
Why shouldn't you use a global rule?
|
Because it runs on every record and transaction. It's unnecessary overhead for your system.
|
|
|
|
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
|
|
|
|
Where do you manage record numbering?
|
System definition > number maintenance
|
|
|
|
What client script is supported?
|
OnLoad- onChange- onSubmit- onCellEdit
|
|
|
|
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)
|
|
|
|
SN provides service levels of security for end users for what?
|
Application and module access; table and field access
|
|
|
|
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.
|
|
|
|
What does a db record contain?
|
Fields
|
|
|
|
What does inheritance do for extended tables?
|
It allows child tables to share fields from a single source
|
|
|
|
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
|
|
|
|
True or False – the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
|
TRUE
|
|
|
|
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
|
|
|
|
What does the skills plugin allow you to do?
|
You can assign competences to groups or individuals
|
|
|
|
Where would you change the banner icon and text
|
System properties > my company's
|
|
|
|
How are referenced fields identified in sn?
|
With a reference lookup icon ... Think of the caller field. You can look them up.
|
|
|
|
What's one way to create a group?
|
In a user record form- create the group. ThAt user will automatically be added
|
|
|
|
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
|
|
|
|
What options do you have for saved filters
|
You can save to yourself or a group. Admins can save it to everyone
|
|
|
|
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
|
|
|
|
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.
|
|
|
|
Where would you add options (e.g.- memory) to a service catalog?
|
Go to the items and add choices under the variable tab
|
|
|
|
What related tables does the schema map show?
|
Class extension or reference
|
|
|
|
What does CRUID stand for? CRUID operations on a table
|
Create- Read- Update- Delete
|
|
|
|
What are the major steps to building an application?
|
Create it- add a table- add fields- add a module to use a form
|
|
|
|
What is a db field?
|
It's a column in the record. It's where you store individual pieces of data
|
|
|
|
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.
|
|
|
|
Where would you add a table for a new application?
|
Go to the application. Click on the table tab and click new
|
|
|
|
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
|
|
|
|
True or False Every unique record in SN has a 16 character unique identifier
|
False – it's 32 character
|
|
|
|
How do you edit a form?
|
Go to a form- right click and select personalize form
|
|
|
|
what does SaaS stand for?
|
software as a service
|
|
|
|
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
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What are the 3 basic components of Workflow?
|
Approvals- Notifications- Task
|
|
|
|
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
|
|
|
|
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
|
|
|
|
How are referenced fields identified in sn?
|
With a reference lookup icon ... Think of the caller field. You can look them up.
|
|
|
|
True or False Every unique record in SN has a 16 character unique identifier
|
False – it's 32 character
|
|
|
|
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
|
|
|
|
Who does service catalog purchase approvals go to?
|
Whoever is listed as your manager in the user table
|
|
|
|
What does !=search do
|
Does not equal
|
|
|
|
Access to tables and fields are governed by
|
System property and access control
|
|
|
|
What's a good range to be in for server memory?
|
10–60% ... You shouldn't be under 10% for an extended period
|
|
|
|
What are the two main cmdb tables?
|
Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
|
|
|
|
How would you import data from LDAP?
|
Through leap server record configuration ... Not an import set
|
|
|
|
What does a patch release fix?
|
Combines hot fixes from last feature release and does other fixes.
|
|
|
|
What does specifying a coalesce mean?
|
The field or fields you specify will be used as a unique key
|
|
|
|
What are are the four components that drive the SLA plugin
|
SLA definition- task SLA- SLA workflow and SLA automation
|
|
|
|
What does a patch release fix?
|
Combines hot fixes from last feature release and does other fixes.
|
|
|
|
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
|
|
|
|
Where would you add a table for a new application?
|
Go to the application. Click on the table tab and click new
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What type of users is CA releases recommended for?
|
Early adopters
|
|
|
|
What are the 5 ways you can search in servicenow
|
Lists- global text search- knowledge base- navigation filter- live feed
|
|
|
|
What is a record producer?
|
It's an interface used to create service catalog records; an alternative to lists and forms
|
|
|
|
When you give access to a database column ... It is said that you're giving _____ access
|
Field
|
|
|
|
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
|
|
|
|
Where would you go to see if an admin impersonated another user?
|
To the event queue and look for impersonation in the name field
|
|
|
|
What does the orange form field indicator mean?
|
Read only data that is not editable on this form
|
|
|
|
What is the event queue?
|
It's a table containing a record of every generated event
|
|
|
|
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
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What are the steps in a SLA?
|
Start- Stop- Pause
|
|
|
|
How do client script execute?
|
OnCellEdit- onChange- OnLoad- onSubmit
|
|
|
|
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)
|
|
|
|
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 |
|
|
|
What happens if two merged update sets are modifying the same object?
|
The newest one takes precedence
|
|
|
|
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
|
|
|
|
Why would you create a group?
|
To assign permissions- identify a subset of skills for skills assignment- provide a reference for alerts
|
|
|
|
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
|
|
|
|
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
|
|
|
|
How are tables related to each other?
|
One to many- many to many- extensions- db views
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What is a tool that will autopopulate the CMDB about your windows computer?
|
Help the Helpdesk
|
|
|
|
What form can a user see their user record
|
My profile
|
|
|
|
What are the notable kb db fields?
|
Topic- category- valid to- attachment link- workflow- roles- article type
|
|
|
|
True or False – update sets cannot be merged
|
False – they can be combined between users
|
|
|
|
Where is the list search option
|
Above lists view; let's you narrow down search
|
|
|
|
What is a workflow activity?
|
It's the blocks that organize the individual actions the workflow performs as it runs.
|
|
|
|
True or False most customizations of system behavior is done using UI policies
|
false it's business rules
|
|
|
|
What two states are current releases available in?
|
General availability (GA) and controlled availability (CA)
|
|
|
|
Where would you go to clean up and remove a used import set table?
|
System import sets > import sets tables > cleanup
|
|
|
|
What are the SN provided roles?
|
System administrator- fulfiller- requester- approvers
|
|
|
|
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
|
|
|
|
What table are SLAs kept?
|
Contract_sla
|
|
|
|
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
|
|
|
|
If a table is extended- but itself is not an extended table- it's called a
|
Base class
|
|
|
|
What is a record?
|
It is one set of table fields
|
|
|
|
What db are all the customizations that you made kept?
|
Sys_update_xml
|
|
|
|
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
|
|
|
|
What does a registry entry do?
|
A registry event is required in order to generate a notification for an event
|
|
|
|
How does an admin get elevated privilege?
|
By clicking on the key in the top left corner
|
|
|
|
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
|
|
|
|
What are the three conditions for an SLA
|
Start Conditions- Stop Conditions and Pause Conditions.
|
|
|
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True or False searches are case sensitive
|
FALSE
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True or False Like UI policies ... Business rules can monitor fields on a form
|
FALSE
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|
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|
What are applications and modules secured by?
|
Roles- e.g. Only a user that has the ITIL role can access the change management application
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True or False: all workflows absolutely must have a beginning and end
|
TRUE
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|
How do client script execute?
|
OnCellEdit- onChange- OnLoad- onSubmit
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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
|
|
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|
How many events are in a baseline implementation?
|
235
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|
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True or False Like UI policies ... Business rules can monitor fields on a form
|
FALSE
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|
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
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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
|
|
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|
How do I see how my ServiceNow instance will display on Mobile devices?
|
Add $m.do to the end of the URL
|
|
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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 |
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Can a user open an Incident by email- if so what is utilized?
|
Inbound Email Action
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|
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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
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What does a form display?
|
Display information from a record
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|
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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
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What is a user
|
It's one record stored in the user [sys_user] table
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|
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What does the attachment functionality in a kb article do?
|
It displays the contents of the attachment instead of the text in the form
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|
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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
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What's a module and application in the example ... Incident > create new
|
Incident is an application and create new is the module
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|
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|
Where can you find the response time indicator?
|
In the right hand corner of forms and lists
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|
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|
What is the difference between SLA- OLA- and Underpinning Contracts?
|
Type Field
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|
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|
True or False – you cannot revert update set versions
|
False – you absolutely can roll back changes
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|
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|
What is the application navigator search field called?
|
Navigator filter
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|
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|
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
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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
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What form can a user see their user record
|
My profile
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|
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
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|
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|
What is the Duration of the elevated role?
|
Current Session
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|
|
|
What are the out of box progress stages for a request?
|
Waiting for approval > approved > pending > completed
|
|
|
|
What are the 3 most common extended tables off of cmdb
|
Sys_user- sys_user_group- kb_knowledge
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|
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|
Where would you go to monitor your server?
|
You can type stats.do in your browser or go to system diagnostics > stats > stats
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|
What functionality do you get from the mobile version of sn?
|
Application navigator- labels and favorites- list and forms
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|
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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
|
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|
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)
|
|
|
|
What are the three SN release types?
|
Feature release- patch release and hotfix
|
|
|
|
How does a table organize data?
|
By rows- records and fields
|
|
|
|
What does CRUID stand for? CRUID operations on a table
|
Create- Read- Update- Delete
|
|
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|
Where is the global text search
|
In the banner
|
|
|
|
What is the app creator?
|
It allows citizen developers to create apps
|
|
|
|
What does a db record contain?
|
Fields
|
|
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|
What table are SLAs kept?
|
Contract_sla
|
|
|
|
Give an example of an automatically created event driven know article
|
Server outage triggers a kb news item
|
|
|
|
Where can you view information about system activity?
|
system logs
|
|
|
|
How could you modify a field?
|
With a form or list editor
|
|
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|
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
|
|
|
|
In regards to service catalog ... What are service catalog variable types?
|
Common web elements: multiple choice- select box- single line text- reference- checkbox
|
|
|
|
What options do you have for saved filters
|
You can save to yourself or a group. Admins can save it to everyone
|
|
|
|
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
|
|
|
|
What are update sets?
|
customizations that can be moved from 1 instance to another
|
|
|
|
What is the Sys_id?
|
A 32 character globally unique ID used to identify a record.
|
|
|
|
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
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|
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|
What external sources can you import using an import set?
|
Jdbc- http- FTP- excel- cab- XML
|
|
|
|
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
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What tables can you not run reports on?
|
System tables: sys_audit- syslog- syslog_transaction- sys_attachment and sys_email
|
|
|
|
What does the application navigator contain
|
Provides links to all application menus and modules
|
|
|
|
What are the two core components of an access control?
|
What is being secured (row or table) and the rights to it
|
|
|
|
In re: to performer issues ... What is browser rendering and parsing?
|
The time for your browser to render the HTML and parse/execute JavaScript
|
|
|
|
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
|
|
|
|
When you give access to a database row via ACL ... It is said that you're giving _____ access
|
Record
|
|
|
|
How does a sys admin set list layout view globally?
|
Go to the list and right click; select personalize and list layout
|
|
|
|
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
|
|
|
|
True or False – like business rules ... Notifications can be created when a record is inserted or updated
|
TRUE
|
|
|
|
In re: to performer issues ... What is instance cache?
|
The amount if system resources available for processing
|
|
|
|
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.
|
|
|
|
What is the personalize_form role do?
|
Can manage all form and list changes
|
|
|
|
When you open a service catalog and click the Order button what gets created?
|
REQ>RITM>TASK
|
|
|
|
Where can an admin go to look at every upgrade ever made to SN?
|
System diagnostics > upgrade history
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What does a db table contain?
|
Records
|
|
|
|
What is a workflow?
|
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
|
|
|
|
What is an API?
|
Application Program Interface. (Perl- Java- Python- PHP- etc.)
|
|
|
|
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
|
|
|
|
Where are your SN customizations tracked?
|
"Any record that has been updated is kept in the customer update table (e.g
|
- sys_update_xml)"
|
|
|
What is captured in an update set?
|
Business rules- client scripts- fields- forms and form sections- reports- tables- views and workflows
|
|
|
|
What's the name of text indexing search engine
|
Zing
|
|
|
|
What two ways can something in the edge bar be opened?
|
In a window flyout or in the window pane
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What's the user database?
|
Sys_user
|
|
|
|
On the schema map- boxes that have green or blue bars are what?
|
Have been extended
|
|
|
|
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
|
|
|
|
True or False – the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
|
TRUE
|
|
|
|
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
|
|
|
|
When you create a new app ... What automatically gets created?
|
Roles- menu and files under related links ... But not a table
|
|
|
|
What 4 things make up perceived performance of your SN instance?
|
Application server response- network latency- browser rendering and parading- and instance cache
|
|
|
|
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
|
|
|
|
Where do saved filters end up?
|
Click on the arrow next to the application and right click select filters
|
|
|
|
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
|
|
|
|
What can the record producer be used for?
|
Workflow based things – request emergency change- wizards- etc
|
|
|
|
What does a form display?
|
Display information from a record
|
|
|
|
What does a dictionary override do
|
It provides the ability to override several aspects of a field in extended tables
|
|
|
|
What are the three basic elements of a workflow?
|
Approval- notification and task
|
|
|
|
What one area do you manually have to add to an update set?
|
Homepage
|
|
|
|
Where are your SN customizations tracked?
|
"Any record that has been updated is kept in the customer update table (e.g
|
- sys_update_xml)"
|
|
|
True or False: all users can manage and setup import sets
|
False: only users with the admin role
|
|
|
|
What does the light red form field indicator mean?
|
A requires field that has a saved value
|
|
|
|
What are the default values for the numbering?
|
Starts at 1000 and has 7 characters
|
|
|
|
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
|
|
|
|
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
|
|
|
|
What do Fulfiller ITIL users see when they access the service catalog?
|
They can see open records: requests- items & tasks
|
|
|
|
How do you get to the mobile version of your instance?
|
Go to yourinstance.service–now.com/$m.do
|
|
|
|
How do you get to plugins?
|
Search the navigator for plugins and activate them
|
|
|
|
What does the light green form field indicator mean?
|
Means the field has been modified; to retain you have to click save
|
|
|
|
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
|
|
|
|
How does an admin get elevated privilege?
|
By clicking on the key in the top left corner
|
|
|
|
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
|
|
|
|
What's the best practice for assigning roles?
|
Assign roles to groups
|
|
|
|
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
|
|
|
|
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?
|
|
|
|
What is a variable set?
|
It's a container with variables. You can reuse the sets.
|
|
|
|
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
|
|
|
|
What do client request + server response =
|
Round trip
|
|
|
|
What does the ITIL fulfiller role have access to?
|
ITIL activities associated with the itil workflow
|
|
|
|
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
|
|
|
|
In what table are the individual tasks stored?
|
Task_sla
|
|
|
|
What are are the four components that drive the SLA plugin
|
SLA definition- task SLA- SLA workflow and SLA automation
|
|
|
|
What are the two core components of an access control?
|
What is being secured (row or table) and the rights to it
|
|
|
|
In re: to performer issues ... What is browser rendering and parsing?
|
The time for your browser to render the HTML and parse/execute JavaScript
|
|
|
|
What are the out of box progress stages for a request?
|
Waiting for approval > approved > pending > completed
|
|
|
|
What does the skills plugin allow you to do?
|
You can assign competences to groups or individuals
|
|
|
|
What's the name of the application navigator search box
|
Type filter text
|
|
|
|
What is an order guide?
|
It allows user to order everything they need for one particular type if user
|
|
|
|
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
|
|
|
|
True or False SN recommends to not use client script if you can use UI polices or access controls
|
True – security concern
|
|
|
|
If a request is rejected what happens?
|
notification is sent and sets the status to cancelled
|
|
|
|
What does a feature release fix?
|
It takes all hot fixes and patch fixes since the last feature release
|
|
|
|
What does a feature release fix?
|
It takes all hot fixes and patch fixes since the last feature release
|
|
