09 Andrew Bowers Sys Admin test 101-150 Flashcards
What is an access control
A security rule defined and set at the row and column level
What is the access control evaluation
Specific to general if all conditions are true (conditions, scripts and roles)
In a SLA Definition, which conditions will trigger an SLA
Start condition, Stop condition and Pause conditions
Name the four ways in which the knowledge base can be populated
- Manually, 2. From the service catalog with a record producer, 3. Automatically from events, 4. From existing incidents or tasks
What is the knowledge base hierarchy
Topics, Categories, Articles
How do you protect KB articles
Roles
How do you allow users to access KB without logging in
Make it public and protect it with a role
What do you call an indication to the SN processes that something notable has occured
Event
What two processes can cause events
User actions, Scripts (business rules/workflows)
What contains a record of every generated event
Event Que
What do events trigger
Notifications
What does a notification contain
A mix of static and dynamically determined content
why would you clone an instance
to copy prod over a sub-prod instance
what are the three release types
- Future, 2. Patch, 3. Hotfix
Are user customization records upgraded
No
What are best practices response times
Total response time - network and browser and server 3 seconds, Server response time below 800ms
What is a dashboard of frequently used content with reports
a homepage
what do you call a mapped graphic image on a homepage that is packed reports
a gauge
What is used to measure and evaluate the effectiveness of IT service management process
metrics
What do metrics measure
Data over time to show past history
what is a measurement of the set amount of time for a task to reach a certain condition
SLA
What do you call it when an SLA is not met
Breached
what are the three major components that power SLA
- SLA definition/Task SLA, 2. SLA Workflow, 3. SLA Automation (business rule and scheduled job)
What are the three types of SLA
- SLA, 2. Operational Level Agreement (OLA) how departments work together, 3. Underpinning Contract (UC) outside suppliers
What three conditions define an SLA
Start, Stop Pause
What is another name for customer updates
Customizations
Multiple Choice, Single Line text, and select box are what type of elements in service now
variables
What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users
Service Catalog
Name the five major components of the Service Catalog
- Record Producers, 2. Items, 3. Variables, 4. Order Guides, 5. Workflows
What are four items that orders from the service catalog generate
- REQ, 2. RITM, 3. Catalog Task,4. Assignment group
What are three service catalog best practices
- define an order guide, 2. group items in order guides, 3. use questions to present item options
the workflow transition determines which activity is performed based on an evaluation of which workflow element
the workflow transition determines which activity is performed based on an evaluation of workflow condition
which ServiceNow application automates simple or complex multi-system tasks on remote servers that are normally done manually
The servicenow application that automates simple or complex multi-system tasks on remote servers that are normally done manually is orchestration
by default in ServiceNow, what customizations are added to Update Sets
Changes made to a form
what do you use to import data from various sources and map data into SN tables
Import set
What determines the relationship between the import set table and an existing servicenow table
transform map
what are the three steps for using import sets and transform maps
- Load data, 2. Create Transform MAP, 3. Run Transform
What does coalescing do before a transform
Makes a field the unique key
what table is used to track changes in an update set
customer update [sys_user_xml] table
what four elements cannot be customized with update sets
- New Records, 2. New users and groups, 3. Modified data, 4. Schedules
can homepages be added to update sets
No, homepages can only be changed manually
Should you include few or many changes in one Update Set
Many
Can two update sets be merged
Yes
What is the four part sequence of the production instance to run an Update Set
- Retrieve, 2. Preview, 3. Commit, 4. Apply
What is a form
A form displays a single record from a table
Where does one go to write the prod instance to the dev environment
System clone > administration > Clone targets
What is a list
A list is a structure that displays information from a table
what are the four list interface elements
- Title bar, 2. breadcrumbs, 3. column headings, 4. fields
what is a field
a field is a cell in a table. Each field holds an individual piece of data
What field type in a list is not sortable
Timefields
