Servicenow System Administration

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Access Control List (ACL Rule)

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An ACL Rule controls what data users can access and how they can access it. ACL rules require users to pas a set of requirements to gain access to particular data. (ACL is a security rule defined and set at the row-level (access to the record) and at the column-level (access to the field) and is executed when attempting to access any ServiceNow table. An Access Control List is a list of all the access controls for a table. Page (344-350))…

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Access Control Wildcard Rule

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The section of the wildcard(*) symbol from the name drop-down list on the Access control form means that the rule in question applies to all fields on the selected table except for those with explicit rules.

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4 Elements of User Interface

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Banner Frame, Edge, Application Navigator, Content Frame.

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Banner Frame

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Runs across the top of every page and contains a logo and global navigation

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Edge

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Allows you to create a customize bookmarks, toggle screen views, display tagged documents, and view a live feed flyout.

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Application Navigator

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Provides links to all Application Menus and modules.

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Content Frame

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Displays information, such as lists, forms, homepages, knowledge base, and Service Catalog.

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Impersonation Icon

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(administrators only) Allows the administrator to switch user views without logging out. (ie. For testing security and role-specific setup functions.)

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Welcome Message

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Shows the name of the current user and provides a link to the user's profile.

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Elevated Privileges

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(administrators only): Allows the user to elevate to a higher security role when needed and them return to their normal role.

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Global Text Search

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Searches for the text in multiple applications

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System Menu Gear

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Access Homepages, Use the application Picker, Select Update Sets, Change themes, and more.

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Use the Edge to

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Toggle the Application Navigator on/off.

Split Screen into list and form pane.

Display Tagged Document page.

Manage and Create Bookmarks.

Display your instance Homepage.

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Type filter text

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Quickly Accesses Application menus and modules (In the application Navigator)

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Filter Favorite Icon

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Star icon to the left of the Type Filter Text (Shows all marked favorites.

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Plugins

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Provides additional functionality that administrators can activate within a ServiceNow Instance.Int

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Where do you change company information like Company Name and banner image?

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System Properties / My Company

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Where do you customize the CSS Properties

(IE. banner text color, Button Color, Size of header font)?

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System Properties / CSS

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List

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Displays information from a data table, organized in sort-able columns. (You can search , sort, filter, and edit lists.)

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Forms

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Used to display information from a record in a data table.

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Table

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A database element (data is stored in tables). each list displays content from a single table.

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Record

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A set of table fields. (row)

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sys_id

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A unique 32 character Globally Unique ID (GUID) used to identify a record.

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List Editor

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Allows field values to be changed without having to access a form.

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List Control

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click the list control menu icon(hamburger) next to the title of the list (to access options related to viewing and filtering the entire incidents list. Alternately you can right-click the header bar to display the list control menu.

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Column Control

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Click the column control icon in the desired column header field to display actions related to that column. Alternately, you can right click in the header row of a desired column header field.

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Record (Row) Control

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Right-click in a row to see a menu with actions related to the values in that row.

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How do you Personalize a list?

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Click the gear icon on just under the list heading. Then select the columns needed and save

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BreadCrumbs

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Shows a set of conditions applied to a table.

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Smart Filter Condition Builder

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Funnel icon - expands the smart filter condition builder.

Three Elements of a filter:

1. Field

2. Operator

3. Value

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Steps to save a Smart Filter

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Press Save / Assign a name / set Visability

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Apply a saved smart filter

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List control menu (hamburger) > Filters > saved_filter_name

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Adding or Creating a new form field (using Layout)

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Click the list control menu icon in the header bar, then choose Configure> form layout.

Add available fields or create new.

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What is a User

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One Record stored in the User Table. [sys_user]

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Where can you view your own Profile

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Self Service > My profile

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Three Ways Users are added to ServiceNow

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1. Manually

2. Lightweight Directory Access Protocol (LDAP)

3. Single Sign On (External Authentication)

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What is a Group

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One Record Stored in the group table. [sys_user_group]

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What is a Role

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One Record in the role table. [sys_user_role]

A persona that is assigned to a group or single user; a user can be assigned more then one role.

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What is a delegate

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Another user in the instance designated to receive and interact with approvals and tasks assigned or sent to you.

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What is the best practice in assigning roles

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Assign Users to a Group and Map Roles to Groups.

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What is ServiceNow's Database Built on

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MySQL Database

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How is ServiceNow's Database accessed

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Through the ServiceNow Graphical User Interface. (GUI)

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4 Ways to View And Modify the database

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1. Tables Module

2. Tables & Columns Module

3. Schema Map

4. System Dictionart

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What is a Schema Map

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A graphical representation of other tables related to a specific table, either through class extension or reference

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System Dictionary

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A table Called dictionary entry [sys_dictionary], contains details for each table and the definition for every column on each table and instance.

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5 Key Tables

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1. Task [task]

2. Configuration Item [cmbd_ci]

3. User [sys_user]

4. Group [sys_user_group]

5. Knowledge [kb_knowledge]

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What are import sets?

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An import tool used to import data from various data sources, and map that data into ServiceNow tables.

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What locations can you import a Data Source from.

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Local source or Network server

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List two import source types

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Excel, XML, CSV - (Files)

HTTP, FTP, JDBC (Network)

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Transform Map

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Determines the relationship between fields displaying in an import set table to fields in an existing ServiceNow table.

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Target Table

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The table where the data will be placed, post-transformation

(after Transformation is complete)

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What is the CMDB

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The CMDB is a series of tables and fields that contain all of the configuration items (CI's) controlled by your company, as well as their attributes and relationships

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What is a CI

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Configuration item - Can be Tangible or intangible devices or applications (such as firewalls, email servers etc) in the configuration management database (CMDB)

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What is a BSM

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Business Service Management Map

Allows view of other Configuration items Upstream and downstream.

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Two Key CMDB Tables

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cmdb_ci (Configuration Item Table)

cmdb_rel_ci (CI Relationship Table)

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When is a Relationship Rule Created

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When you extend a table in the CMDB

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Where is the relationship rule created

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Configuration>Suggested Relationships

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What is Knowledge Management

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Allows users to create, edit, and view Knowledge articles to share information across the organization.

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Where do you find the knowledge homepage

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Self-Service>Knowledge

Knowledge>Homepage (Admin)

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How do you flag a Knowledge Artical

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Click Flag Article on Article Page then Add your comments and submit

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How do you view Flagged articles

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Knowledge > Flagged Articles

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What is the Service Catalog

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A robust ordering system for services and products offered by various departments for users:

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Major Components to Service Catalog

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1. Record Producers

2. Items

3. Variables

4. Order Guides

5. Workflows

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Catalog Items

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The Building Blocks of service catalog

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Record Producers

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Build the system components associated with the request

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Variables

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Provide Questions to help the requester specify what item, option, or service to order.

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Order Guides

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Provide Easier ordering by bundling items

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Workflows

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Workflows run behind the sense and communicate the stages of the approval process to the requester.

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What types of numbers are generated by an order in the service catalog?

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REQ#

RITM#

TASK#

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REQ#

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A Request number generated to keep track of an order.

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RITM#

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Within a request generated from a catalog order, each discrete item ordered is given a specific requested item number known as an RITM#.

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TASK#

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In the Catalog Tasks section for an ordered item, the different tasks display for what has to be done to get the item ready for delivery to the user, for example the assignment group , the due date, work start, and work end dates.

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Progress stages for requested item

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Waiting for approval (in Progress)

Approved

Pending (Has not Started)

Fulfillment (In progress)

Completed

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Service Catalog Item

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Catalog Items are goods or services available to order from the service catalog.

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What is a Workflow

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A virtual representation of activities consisting of connected steps planned out in a sequential manner.

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What is Workflow used for

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To automate a sequence of activities.

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What type of things I can use a workflow for

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1. To automate a repeatable process

2. When a standard response is needed for every record insert, update, delete, and Create.

3. When Automation is needed in platform

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Workflow Activity

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An activity is a workflow block that organizes the individual actions the workflow performs as it runs.

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Workflow activities

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Approvals

Conditions

Notifications

Tasks

Timers

Utilities

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What are common Workflow Conditions

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Approved, Rejected, Error, Always

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What are Workflow Conditions

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Conditions are activities available for a workflow

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What are Workflow Conditions Used for

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Used to transition, to move from activity to activity

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What are workflow Stages

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Workflows can provide a summary of workflow progress by updating any field designated as a stage field.

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What are the Workflow states

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Published

Unpublished

Checked Out

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What is the Graphical Workflow Editor

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An interface for creating and modifying workflows by arranging and connecting activities to processes.

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In a service catalog workflow - which ways can a workflow be attached to a particular request?

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Manually on the catalog item form

Automatically based on conditions

automatically if their are no other workflows attached.

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What are the new workflow properties?

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1. Name (identifies the workflow)

2. Table (The table for the workflow to run on)

3. Order (numeric value that determines the order of the workflow relative to other workflows)

4. Max activity count (the number of activities performed by the workflow. (Prevents Loops)) Default 100

5. Activity pinning (list of options that control updates to custom activities at the workflow level. )

6. Published (Checkbox to indicate whether the workflow has been published.)

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What is a SLA

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Service Level Agreement - A record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a certain condition, the tables to access, and what type of SLA is being evaluated.

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Key SLA Components

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1. SLA Definition: The record which defines the conditions that trigger the SLA

2. Task SLA: the individual instances of the SLAs associated with particular tasks.

3. SLA Workflow: The Workflow which powers events or actions based on the SLA definition.

4. SLA Automation: The business rule and scheduled job that Automate the SLA.

5. SLA Condition & Script Include: A script include and reference record that can be used to customize the transitions between different SLA states.

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Types of Service level agreements

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Service Level Agreement (SLA)

Operational Level Agreement (OLA)

Underpinning Contract (UC)

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Reporting lifecycle

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Planning, Execution, Sharing

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What is a Metric

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used to measure and evaluate the effectiveness of IT service management processes.

-metrics measures data over time to show past history

-metrics can gather data as the data is updated

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3 examples of Report types

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Time Series

Column & Bar Chart

Dials

Pies & Donuts

Pivot Table

Funnel

Calendar

Pyramid

Box

Pareto

Dial

Donut

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Homepages

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A Service now homepage provides a dashboard of frequently used content which usually includes reports.

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Gauges

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A gauge is a "mapped" graphic image on a homepage; when you click on section of a graph, it links to the list of the records specific to that piece of the graph.

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KPI Reports

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Key Performance Indicators track the key performance indicators as recommended by ITIL.

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Report options

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Update: overwrite report, return to the report list.

insert: Save a duplicate copy of the report

Publish: Create a public URL

Schedule: Create a scheduled email of the report

Make Gauge: Make the report a gauge so that it may be displayed on a homepage or dashboard.

Sharing: Allows you to specify who can see the report.

Save report as Source: Allows you to create a predefined data set that can be used for creating reports.

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Common tables for reporting

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Incident

Problem

Change

Request

Configuration

Approvals

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UI Policy common action

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Make fields read only, visible, or mandatory

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Data Policy action

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Can enforce mandatory data on form and enforce mandatory data on import.

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UI Action

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Form Button (show and hide)

Form context menu items

Form Related links

List buttons

List Context menu items

list choices

list links

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UI Policy

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A rule that applies to a form to dynamically change form information or the form itself.

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Data Policy

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Data Policy controls, enable admins to set mandatory and read only states for fields and can be used to enforce data consistency across applications.

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Where can you add to the Context Menu

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UI Actions

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Business Rule

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A piece of JavaScript configured to run when a record is displayed, inserted, deleted, or when a table is queried.

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Buisness Rules marked as running on table "Global" are available to what tables

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All tables

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Business Rules vs. Client Scripts

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Business rules are consistently applied to records regardless of how they are accessed - through forms, lists, or other methods

Client Scripts apply only when accessed through the form.

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Client Script

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Scripts that are shipped to the client (the browser, and they run there instead of on the server.

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Types of Client Scripts Supported

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onCellEdit

onChange

onLoad

onSubmit

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Contextual Security

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Protects a record based on its contents and table location

defines access control rules to any level in the object hierarchy.

Uses roles to implement access controls and assign permissions for example read write and create

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Access Control

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A security rule defined and set at the row-level (accessed to the record) and at the column-level (access to the field) and is executed when attempting to access any ServiceNow table.

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Access Controls can be defined in three ways

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Roles, Conditional Expressions, Scripts

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Access Control Wildcard Rule

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The selection of the Wildcard (*) Symbol form the name drop-down list on the access control form means that the rule in question applies to all fields on the selected table except for those with explicit rules.

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What is an Event?

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an event is an indication to the ServiceNow processes that something has occurred.

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What causes an event?

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User Actions

Scripts

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What is a Notificaiton

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Notifications can be triggered by events in the platform, but unlike business rules, require no scripting knowledge and can also be created when a record is inserted or updated.

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What are the three types of notifications

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Email, SMS, Meeting Invitation