10 Andrew Bowers Sys Admin test 151-200

Question 1

What is a power edge toolbar

Answer 1

It’s the gray toolbar on the left side of the screen.

i. It allows you to show or hide the application navigator or banner frame
ii. Split the screens - Resize screen
iii. Create and manage bookmarks.

Question 2

What four features of ITIL are utilized by the ServiceNow platform

Answer 2

1. strategy, 2. design, 3. transition, 4. operations

Question 3

True or False - An application is a group of modules

Answer 3

True - Applications are a grouping of modules or an organizational element in service now.

Question 4

True or false - The application navigator provides links to all applications and modules they comprise.

Answer 4

true

Question 5

True or false - Type filter text is a valuable way of searching applications in Servicenow

Answer 5

True - Applications are a grouping of modules or an organizational element in service now.

Question 6

In what way does the Switch perspective feature in application navigator assist you in organizing applications in Servicenow?

Answer 6

It allows you to view applictions from the perspective of individual roles such as ITIL, Asset Management, or Admin ect.

Question 7

What is the main area in all ServiceNow web pages

Answer 7

Content Pane

Question 8

What is a breadcrumb

Answer 8

a horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results

Question 9

Where is the impersonation feature located

Answer 9

it’s a picture of a key and it’s in the banner frame next to the welcome message

Question 10

what are three ways to bring users into the servicenow system

Answer 10

1. through single signon and Idap, 2. using an import set (importing users), 3. Manually enter users, manually creating users

Question 11

What are four benefits of using groups

Answer 11

1. permissions and acces - simplified ability to assign permissions, 2. identifies a subset of users for role and skill assignement, 3. provide a reference for alerts and notifications, 4. email notifications

Question 12

what are four aspects of a role

Answer 12

1. a role is an organizational element. roles are granted to access applications, 2. roles are collections of permissions, 3. a role is a record in the role table, 4. a role is a persona that is assigned to a group or a single users

Question 13

what are the three out of the box (OOTB) servicenow roles

Answer 13

System administrator, ITIL (or process), ESS - users and end users

Question 14

What is access control

Answer 14

Access control is a security role 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.

Question 15

What are ACLS in ServiceNow? How defined? Control what? Specifies what?
Defined by whom? Defined where?

Answer 15

a. ACLs are a list of all access controls for a table. b. Access controls are defined by roles, conditional expressions and scripts.
c. ACL rules are used to control what data users can access and how they can access it.
d. Each ACL rule specifies the object being secured and the permission required to access the object
e. ACLS are defined by the security admin
f. ACLS are defined in System Security | Access Control

Question 16

provide an example of when you use access control record in servicenow and five steps to accomplish it

Answer 16

You would create an access control rule to make the updated by field on the incident form editable for admins but read only for ITIL users

i. Login as admin
ii. Right click on “updated by “ field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.

Question 17

Where is the high security plugin accessed in ServiceNow? what does it create? how is it assigned? what does it inherit? how long does it last?

Answer 17

a. accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
i. Elevated privilege only exists during current session

Question 18

Contextual security in ServiceNow protects what? How is data acted upon?
What two things happens before contect security is activated?

Answer 18

a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level After the High Security Plugin is activated, a security_admin privledge is created.

Question 19

What is an elevated privilege

Answer 19

an elevated permission is a role that has special permissions for the duration of the log in session

Question 20

the cmdb application in servicenow does what four things

Answer 20

1. helps locate failed changes, 2. facilitates quick impact analysis, 3. increase cost saving to the business, 4. contains assets and their relationships

Question 21

what are the two major record types in the cmdb

Answer 21

1. core configuration, 2. CI relationship

Question 22

what is a business service map (BSM)

Answer 22

A business service map graphically displays the configuration items that compose a business service and indicates the status of those configuration items.

Question 23

multiple choice, single line text, select box

Answer 23

variables

Question 24

where are metrics viewed

Answer 24

metrics are viewed in SN by going to metrics > definitions

Question 25

what are two types of metrics

Answer 25

a. Field value duration - measures a time interval from when a value in a field is achieved until it is changed. b. Script calculation- creates a metric instance using script. The script does calculations and inserts data into the metric table [metric_instance]

Question 26

what does custom charting plugin allow you to do

Answer 26

Custom Charting allows you to create charts when you have a requirement that can not be satisfied with the Report application

Question 27

what four things does a ServiceNow homepage provide

Answer 27

a. A dashboard of frequently used content which usually includes reports b. A personal space that is configured to be the first page seen after login c. Access to multiple personal homepages d. Access to other global homepages the user has the rights to view

Question 28

What is a guage and who can create them

Answer 28

1. is a graphical, refreshable widget viewable as a homepage section, 2. Guages are created by admins or users with rights

Question 29

what is a service level agreement

Answer 29

a SLA is 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

Question 30

In SLA definition, what are the three conditions that will trigger an SLA

Answer 30

start condition, stop condition, pause condition

Question 31

what are the 4 aspects of the service level agreement

Answer 31

1. SLA definition (the record defining the conditions to trigger the SLA) 2. Task SLA (individual instances of the SLA associated with particular tasts) 3. SLA automation (the business rule and scheduled job that automates the SLA) 4. SLA workflow (the workflow driving events or actions based on the SLA)

Question 32

what are the three types of SLAs in servicenow

Answer 32

a. SLA agreement b. Operational level agreement (OLA) i. Defines how departments work together to meet the service level required c. Underpinning contract (UC) i. Manages, monitors, and defines agreements with outside supplieers 1. It's a tool for supplier management.

Question 33

What are three functions of a servicenow knowledge base

Answer 33

a. A repository used for the storage and publication of important information that requires distribution within an organization b. Something that stores shared configuration documentation, policy documents, compliance documents c. Security policy and procedure doucments

Question 34

what are five ways of populating the knowledge base

Answer 34

a. Manually - by creating news articles b. Automatically, from events or from an incident or task i. You can develop a business rule that generates a news item c. Importing existing articles d. From the Service Catalog using a record producer e. From an existing problem record, i. The problem application plugin has a workarounds feature

Question 35

what is the two tier hierarchy of the knowledge base

Answer 35

a. Topic is the highest level b. Category is the second level Example 1. Topic = Email 2. Categories = a. Calender permissions b. Outlook settings c. Increase size of mailbox.

Question 36

What is the service catalog in ServiceNow

Answer 36

a. Service catalog is the central repository of goods and services that an it service desk provides for users i. Its an ordering system for goods and services ii. Help and training portal

Question 37

what is a record producer and how does it relate to the service catalog

Answer 37

a. A record producer provides a user-friendly alternative to the regular form interface. Record producers populate record data using variables and scripts i. They ask users a series of questions to assist users in the request process 1. This assists them in providing correct and relevant information on forms ii. They provide a single point of entry to create an incident or request.

Question 38

What is an order guide and what does it do?

Answer 38

a. An order guide provides the ability to order multiple, related items as one request b. An order guide prompts user information and uses the rule base to generate options i. Depending on what fields are chosen on the form, the system displays relevant catalog items.

Question 39

true or false an order generates a request

Answer 39

true - a request is generated to keep track of the specific order

Question 40

What are the 3 types of numbers from orders

Answer 40

a. Request Number (REQ) - The request is generated and given a REQ number b. Request Item (RITM) - Each item in the order is assigned a Requested Item number c. Catalog Task number - For each requested item, a set of catalog tasks are created. Each task is assigned a catalog task number d. When a user orders an item from the catalog, a request is generated.

Question 41

what are four things service catalog variables provide

Answer 41

a. Options to tailor a catalog item to the customers' needs b. Definitions of available item options using questions choices c. Variables to define questions for users d. Question selections that define the available option

Question 42

True or False - The order field establishes the sequence for displaying the variables?

Answer 42

True

Question 43

True or False - A variable Set is a modular unit of variables that can be shared between catalog items

Answer 43

True - you can define the variable set once and then use it in multiple places

Question 44

What role allows users to define catalog items

Answer 44

catalog_admin role

Question 45

what are four facets of an update set

Answer 45

a. A group of customizations that can be moved from one instance to another. b. Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance. c. Update sets are "point in time" xml snapshots of records. d. An update set writes changes from tracked tables to the customer update tables sys_update+xml

Question 46

True or False, an update set is a "point in time" XML snapshot of the record?

Answer 46

True - An update set works by writing changes from tracked tables to the customer updates table [sys_update_xml)

Question 47

Which six elements allow customizations?

Answer 47

a. A table b. A form c. A field d. A business rule e. A client script f. A view

Question 48

What four components are not in a customization?

Answer 48

a. New records (data) b. New users and groups c. Modified CIs d. Schedules

Question 49

By default in ServiceNow, which of the following customizations are added to Update Sets? a. Changes made to data b. Changes made to a form c. Changes made to a schedule d. Changes made to an homepage

Answer 49

Changes made to a form

Question 50

True or False - it is best practice to never make changes to an update set in the Default update set

Answer 50

True - The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems.