Admin prep deck Flashcards
What is a record producer?
This is found in the service catalog and is a means of creating a task-driven record in the ServiceNow database
What two places in the system can reports be created ?
view / run and context menu
What is a workflow canvas used for?
This is a work area to develop workflows
What are examples of basic workflow activities
Approval, notification, task
How is data being brought into serviceNow
Import sets
Which client log transaction variables can list calculations be performed on?
Browser response time, network response time, and server response time
What type of objects would you see in the Service Catalog
Items, Record Producers, Order guides
True/False - Users are able to manage their roles under User Administration > user prefernces
False
In which table are user records stored
sys_user table
In which table are group records stored
The Group Table (sys_user_group)
Which of the following are not captured in Update sets?
Business Rules, Fields, Tables, User Records
User records
What are knowledge bases used for?
For users to create, manage, view and delete knowledge articles
After you set a coalesce field, what happens when you run your transform map?
The system will check to see if there’s a match to the coalesce field. If there is a match, the system will update the record, if there is no match, the system will insert a new record.
True/False - When an ACL rule is being run, the system will verify table-level rules first, then row or field-level rules second
False
What’s a metric
A measurement of the effectiveness of ITIL processes
What is CMDB?
Stores intangible and tangible business assets
What types of policies and interactions are run on the client side (browser)? Choose 3: UI actions, Business rules, Client Scripts, UI Policies
UI action, Client Scripts, UI Policies
Which of these statements are true about data records:
- They are not captured in update sets
- They are not included in update sets
- They are not captured in update sets
What is an event
An event is an indication to the ServiceNow processes that something has occured
What is a notification?
Notifications are communications sent at defined points in time to defined users/ groups relaying information
True/False - a user is added to a group that has roles that contains other roles within it. Any user added to that group will inherit all the roles contained within the groups role.
True
Where is the global search bar located
Banner frame
What is the application navigator used for?
To dynamically filter applications and module results
In service catalog, how are workflows used
To drive complex fulfillment processes including sending notifications to defend users and groups
How are import sets managed?
Create import set, create transform map, run transform map
Do you set your coalesce values before or after running the transform map?
Before
What does SLA stand for and what is its definition
Service Level Agreement - Defines a set amount of time for a Task to reach a certain condition
What does OLA stand for and what is its definition?
Operational Level Agreement - like an SLA but an agreement made within a department (example IT) around how and when they will deliver processes they are responsible for.
Where would you go to find the version in which your ServiceNow instance running on?
System Diagnostics > Stats > Stats
How to users get roles? from the groups that the user belongs to or from the system administrator
The group(s) that the user belongs to
What is the name of the ServiceNow search engine
Zing
Order # vs Item #: If you have several items within your shopping cart, will they have one number or several?
The shopping cart will have a single request number and multiple item numbers
True/False - The elements within a Workflow canvas are called activities and transitions
True
What is the difference between a Data Policy and a UI Policy?
Data policy runs on the database while a UI policy runs on the client (browser). Data policies enforce data rules across many applications and for data being imported into ServiceNow from an outside system. UI policies run on the form only and are used to show/hide, make mandatory or make read-only based on certain conditions.
Where do you go to figure out whether you’re working in an upgraded instances
system logs > Events and then find the event system.upgraded