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314 Cards in this Set
- Front
- Back
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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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What does the banner frame contain
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Logo and global navigation control
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What does the application navigator contain
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Provides links to all application menus and modules
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What does the content frame contain
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Displays info like lists, forms, home pages and wizards
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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's a module and application in the example ... Incident > create new
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Incident is an application and create new is the module
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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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What are the 5 ways you can search in servicenow
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Lists, global text search, knowledge base, navigation filter, live feed
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Where is the list search option
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Above lists view; let's you narrow down search
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Where is the global text search
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In the banner
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T or F searches are case sensitive
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False |
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What's the name of text indexing search engine
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Zing |
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Where would you change the banner icon and text
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System properties > my company's
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Where would you change banner color and other colors?
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System properties > CSS
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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 does a list display?
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It displays information in a table, organized in sortable columns
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What does a form display?
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Display information from a record
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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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What is a record?
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It is one set of table fields
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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 is a sys_id?
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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
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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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What options do you have for saved filters
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You can save to yourself or a group. Admins can save it to everyone
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Where do saved filters end up?
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Click on the arrow next to the application and right click select filters
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What does the search term !*search do
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Means does not contain
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What does !=search do
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Does not equal
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What happens to the gear icon once you've made changes?
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It means you've customized the columns in your list
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What does the gear in list view allow you to do.
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It's a slush bucket that allows you to add or remove columns just from your view
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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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T or false: 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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How do you edit a form?
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Go to a form, right click and select personalize form
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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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What does the light green form field indicator mean?
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Means the field has been modified; to retain you have to click save
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What does the red form field indicator mean?
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Its a required field that requires a value
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What does the orange form field indicator mean?
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Read only data that is not editable on this form
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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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What iOS versions are supported for sn?
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iOS 6
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What version of droid is supported?
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Android 4.0
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How do you get to the mobile and tablet version of sn?
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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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What functionality do you get from the mobile version of sn?
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Application navigator, labels and favorites, list and forms
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What do plugins do?
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They provide additional optional functionality
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How do you get to plugins?
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Search the navigator for plugins and activate them
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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 form can a user see their user record
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My profile
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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 type of connection does sn make to LDAP?
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A read only connection
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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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What is a group?
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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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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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Why would you create a group?
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To assign permissions, identify a subset of skills for skills assignment, provide a reference for alerts
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What is a role?
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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
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What are the SN provided roles?
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System administrator, fulfiller, requester, approvers
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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 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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T or F: a role does not inherit all the permissions of any other roles it includes?
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False |
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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's the best practice for assigning roles?
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Assign roles to groups
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What does the ITIL fulfiller role have access to?
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ITIL activities associated with the itil workflow
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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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T or F: the role delegation comes turned on and ready to go out of the box
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F: it's a plugin you have to make sure is turned on
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What does the skills plugin allow you to do?
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You can assign competences to groups or individuals
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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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How do you toggle tabs in a form?
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By clicking on the toggle tabs icon
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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 type of db is sn built on?
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MySQL |
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What does a db table contain?
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Records
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What does a db record contain?
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Fields |
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What is a db field? |
It's a column in the record. It's where you store individual pieces of data
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How does a table organize data?
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By rows, records and fields
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How could you modify a field?
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With a form or list editor
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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 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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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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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 is the primary use of the tables & columns module?
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To view the schema map
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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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Who has access to schema maps and tables and column module?
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Only administrators
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How are tables related to each other?
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One to many, many to many, extensions, db views
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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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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 are the mechanics of making extended tables
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Create a new table and fill out he extend table field. You can only do this when creating the table
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What related tables does the schema map show?
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Class extension or reference
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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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Tables that have red bars in the schema map are what?
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Referenced tables
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How are referenced fields identified in sn?
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With a reference lookup icon ... Think of the caller field. You can look them up.
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What's in the data dictionary table?
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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 does the field type collection behave?
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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
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What does a dictionary override do
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It provides the ability to override several aspects of a field in extended tables
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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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What are the default values for the numbering?
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Starts at 1000 and has 7 characters
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Sn automatically provides numbers for which tables?
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Incident, problem, change, request and knowledge
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Where do you manage record numbering?
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System definition > number maintenance
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What db field stores the record number?
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Sys_number |
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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 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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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 the app creator?
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It allows citizen developers to create apps
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How do you work on your app
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After creating it ... Select it as your current application and begin developing
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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 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 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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Where would you add a table for a new application?
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Go to the application. Click on the table tab and click new
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Where would you add a module for a new application?
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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.
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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 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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T or F: all users can manage and setup import sets
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False: only users with the admin role
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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 external sources can you import using an import set?
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Jdbc, http, FTP, excel, cab, XML
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How would you import data from LDAP?
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Through leap server record configuration ... Not an import set
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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 does the transform map do?
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It determines the relationship between fields displaying in an import set table to fields in an existing ServiceNow table
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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 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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What are best practices of importing data into SN?
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Know what you're bringing in and where it should be placed; verify the data before you import; remove obsolete data
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What are the 4 major steps of importing data into sn?
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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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What does specifying a coalesce mean?
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The field or fields you specify will be used as a unique key
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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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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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T or F: 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 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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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 happens if a match is found with the field that's been marked coalesce?
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The existing record will be updated with the new information
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Where would you go to clean up and remove a used import set table?
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System import sets > import sets tables > cleanup
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T or F: asset and CIs are often the same entity - but information about them are expressed differently
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True |
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Itil says that asset information is used for?
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Valuing, depreciating, determining, cost allocation strategy
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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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Why is it better to manage machines in the cmdb than assets?
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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?
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What is a business service map?
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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)
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What is a cmdb according to sn?
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It's a series of tables that contain all the assets and business services controlled by your company as well as their configuration
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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 two base tables in SN?
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Task and cmdb_ci
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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 does inheritance do for extended tables?
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It allows child tables to share fields from a single source
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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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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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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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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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How can you populate the knowledge base?
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Manually, from the service catalog record producer, automatically from events, most importantly, from incidents or other tasks
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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 are the notable kb db fields?
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Topic, category, valid to, attachment link, workflow, roles, article type
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What does the article type field do in the KB form?
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Let's you pick between an HTML and wiki editor for writing your article
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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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T or F: the knowledge base can only be viewed by someone logged into to sn
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False - a kb can be both public and private. By default it's set to private so only logged users can see it
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T or F you can limit SN access by IP ranges
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True - you can make your SN instance only available to certain instances
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What does the kb search icon look like?
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Blue book
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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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What are the major components of the SN service catalog?
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Record producers (builds system components associated with the request), items, variables (help the shopper), order guides (to bundle items), and workflows
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What is a record producer?
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It's an interface used to create service catalog records; an alternative to lists and forms
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What can the record producer be used for?
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Workflow based things - request emergency change, wizards, etc
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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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What do Fulfiller ITIL users see when they access the service catalog?
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They can see open records: requests, items & tasks
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What do admins see when they access service catalog?
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Everything: catalog definitions, policy and variables
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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 are the out of box progress stages for a request?
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Waiting for approval > approved > pending > completed
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What can you do with a service catalog item once it's built?
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Publish it to the service catalog; group in an order guide; show users questions and choices
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In regards to service catalog ... What are variables?
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They define the questions to ask the end user ordering the catalog item
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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 is a variable set?
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It's a container with variables. You can reuse the sets.
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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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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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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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Where would you add options (e.g., memory) to a service catalog?
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Go to the items and add choices under the variable tab
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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 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 would you create the rules for an order guide (e.g., dept = sales)?
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Go to the order guide and click on the rule base tab
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What is a workflow?
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It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
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What are workflows primarily used for?
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To automate a sequence of activities
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What db field does the workflow keep progress?
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In the stage field in sc_req_item
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What two workflow stages for sc_req_item are available out of the box?
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Request Cancelled and Completed
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Where do you create a workflow?
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In the graphical workflow editor
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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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What table does the service catalog workflow sit on
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Sc_request
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T or F: all workflows absolutely must have a beginning and end
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True |
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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 do you have to do to a workflow to edit it?
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You need to check it out; this prevents errors
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What is a workflow activity?
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It's the blocks that organize the individual actions the workflow performs as it runs.
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What are the major workflow activities?
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Approvals, conditions, notifications, tasks, timers, utilities
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Who does service catalog purchase approvals go to?
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Whoever is listed as your manager in the user table
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What table are SLAs kept?
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Contract_sla |
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What are SLAs according to ServiceNow?
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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
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What are are the four components that drive the SLA plugin
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SLA definition, task SLA, SLA workflow and SLA automation
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What are are the type of SLAs?
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SLA, OLA & UC
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Where would you define OLAs and UCs?
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In the task SLA form
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In what table are the individual tasks stored?
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Task_sla |
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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 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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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 a gauge?
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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
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What tables can you not run reports on?
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System tables: sys_audit, syslog, syslog_transaction, sys_attachment and sys_email
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Before you make a gauge ... What must you do?
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Make the report that will feed the gauge
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What are the main tools you can use to tailor servicenow?
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UI policy, data policies, UI actions and scripts
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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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Here do UI policies run?
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On the client side (browser)
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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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T or F UI policy is only enforced on data that phases through the browser and UI
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True |
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What is a UI action?
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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
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When creating a YI action in the form there is an order field ... What does that do?
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It determines the order of when buttons get displayed
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What is a business rule?
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It's JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried
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T or F Like UI policies ... Business rules can monitor fields on a form
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false |
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T or F most customizations of system behavior is done using UI policies
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false it's business rules
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Where do business rules run?
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On the server, but can be client-callable. If that setting is checked then you can use AJax on the client side
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T or F - business rules are real time
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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 should you consider before marking a business rule global?
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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
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What is a client script?
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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 client script is supported?
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OnLoad, onChange, onSubmit, onCellEdit
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What do client request + server response =
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Round trip
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T or F SN recommends to not use client script if you can use UI polices or access controls
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True - security concern
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How do client script execute?
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OnCellEdit, onChange, OnLoad, onSubmit
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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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Where would you create a business rule?
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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
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What does CRUID stand for? CRUID operations on a table
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Create, Read, Update, Delete
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SN provides service levels of security for end users for what?
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Application and module access; table and field access
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What are applications and modules secured by?
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Roles, e.g. Only a user that has the ITIL role can access the change management application
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What happens if the role field in an application is left blank?
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All SN users of that instance will see it.
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What would happen if a user didn't have role access to an application and a module role field was left blank?
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They wouldn't see it because it's nested under application
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What is contextual security?
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Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
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T or F - 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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Access to tables and fields are governed by
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System property and access control
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What is an access control?
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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
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What is an Access Control List (ACL)?
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It's a bunch of access controls for a table, i.e., show me all access controls for table
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What are the two core components of an access control?
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What is being secured (row or table) and the rights to it
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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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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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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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ACLs can be defined I. What three ways?
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Conditional expressions (if this then), scripts and roles
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T or F - when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
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True |
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T or F 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 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 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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Where would you go to limit access to an application?
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Pull it up in the application navigator, right click and click on edit application menu
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T or F - 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 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 are events caused by?
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User action and scripts
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How many events are in a baseline implementation?
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235 |
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What table are event definitions kept in?
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Sysevent_register |
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What is the event queue?
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It's a table containing a record of every generated event
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Where would you go to see if an admin impersonated another user?
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To the event queue and look for impersonation in the name field
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What's the most common way for generating an event?
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Using business rules or workflow activities
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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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T or F - like business rules ... Notifications can be created when a record is inserted or updated
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True |
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Notifications can use which methods to send notices?
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Email, SMS, meeting invitation
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What are the 5 things that have to be done for notifications to work?
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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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Where would you update a email notification?
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System policy > email > notifications
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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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What does a registry entry do?
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A registry event is required in order to generate a notification for an event
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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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What is an update set?
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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
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How does an update set work?
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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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What is not captured in an update set?
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Entered data is not captured; examples: modified CIs, data records, new data records, users and groups ... Schedules and scheduled jobs
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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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What one area do you manually have to add to an update set?
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Homepage |
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T or F - you cannot revert update set versions
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False - you absolutely can roll back changes
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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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T or F - update sets cannot be merged
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False - they can be combined between users
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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 does an admin get elevated privilege?
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By clicking on the key in the top left corner
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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 does the attachment functionality in a kb article do?
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It displays the contents of the attachment instead of the text in the form
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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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How would you import an update set?
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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
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What are the three SN release types?
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Feature release, patch release and hotfix
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ServiceNow runs on what type of web server?
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Apache Tomcat
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T or F 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 two states are current releases available in?
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General availability (GA) and controlled availability (CA)
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What do hot fixes fix?
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Problems with feature release
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What does a patch release fix?
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Combines hot fixes from last feature release and does other fixes.
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What does a feature release fix?
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It takes all hot fixes and patch fixes since the last feature release
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How many days notice does SN send out for major upgrades, e.g., Dublin to Eureka?
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30 days
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What gets skipped during a major upgrade?
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Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g,, sys_update_xml)
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Where are your SN customizations tracked?
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Any record that has been updated is kept in the customer update table (e.g,, sys_update_xml)
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Where can an admin go to look at every upgrade ever made to SN?
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System diagnostics > upgrade history
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T or F - the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
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True |
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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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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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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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What 4 things make up perceived performance of your SN instance?
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Application server response, network latency, browser rendering and parading, and instance cache
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In re: to performer issues ... What is application server response?
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The time for the application server to process a request and render the resultant page
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In re: to performer issues ... What is browser rendering and parsing?
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The time for your browser to render the HTML and parse/execute JavaScript
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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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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 would find the max and average response for SQL, network and browser performance?
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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 is the response time indicator?
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It displays the processing time, including the total time, network latency and browser rendering and parsing
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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 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 healthy server response time?
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800ms on average
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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 key metrics should use to baseline and monitor your server?
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Memory, response time & available semaphores
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T or F - 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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What's a good range to be in for server memory?
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10-60% ... You shouldn't be under 10% for an extended period
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What is a semaphore?
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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.
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When is semaphore setup and what's that number based on?
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Set at implementation and based on size and load
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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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How would you remove a message from the social IT feed?
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Go to social IT > feed administration > messages ... Select the message and mark it deleted in the state field
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What is the application navigator search field called?
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Navigator filter
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T or F Every unique record in SN has a 16 character unique identifier
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False - it's 32 character
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What is the list mechanic?
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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
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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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How do you get to the mobile version of your instance?
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Go to yourinstance.service-now.com/$m.do
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How do you get to the tablet version of your instance?
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Go to yourinstance.service-now.com/$tablet.do
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T or F - You cannot deactivate a plugin. Once it is on ... It's on
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True |
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What's the user database?
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Sys_user
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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 does the skills management plugin do?
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Skills based routing within SN
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How many tables are in SN out of the box?
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1294 |
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What does the first field in a list do when you click on it, e.g., incident0010016?
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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
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T or F LDAP data is brought over via an import set?
|
False - it's a special data set brought over using a different module
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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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Why shouldn't you use a global rule?
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Because it runs on every record and transaction. It's unnecessary overhead for your system.
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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 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
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What db are all the customizations that you made kept?
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Sys_update_xml
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How can you test a business rule that you made?
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Check the server response. If it's more than 800ms then it's a problem
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What type of users is CA releases recommended for?
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Early adopters |
