Andrew Bowers 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
How do you change the order of variables within a list
- Double-click the order field field and modify the order (list edit) or
- Click into the form and modify the order
If you have a table “cmdb_ci_app”, does this indicate that it is an extended table or a child table to the core cmdb_ci table
Extended
What is a breadcrumb used for?
To retrieve and display only the specific data that you need
True/False - The gear (cog) icon located at the top left of any list of records can be used to modify the default view for anyone viewing that list of records.
False - the gear icon is used to ‘personalize’ your view of column headers for a particular list of records. Using configure > list layout to will allow system administrators to configure the default column headers for anyone viewing that list of records.
Where do additional comments go once they are saved on a record?
The Activity log (or activity Stream for a ticket)
Where would you find the work notes section on a given record?
Usually located below the additional comments section (above the activity log)
What type of field is the additional comments field?
Journal Field
What are the two elements that make up the workflow editor?
The canvas and the palette
If three different people are working on the same field in a table in three different update sets, and those update sets are merged, what happens with those configurations to that one field?
They are all added to the merged update set.
Can you coalesce multiple fields at once
yes
If an application doesn’t show up in the application navigator, what could be the cause?
- ACL
- Role-based security
- SSO Issue
Role-Based security
Can a knowledge base have multiple catagories
yes
What do new data recrods, CIs, and home pages have in common
They are not captured in update sets
Can a service catalog have a workflow?
Yes
True/False - End Users can add work notes to a record
False - work notes are only for internal (analyst) use. End Users can add additional comments to their submitted records.
What is a Configuration Item (CI)?
Any computer, device, or piece of software in the CMDB. A CI’s record includes all relevant data, such as manufacturer, vendor, and location.
True/False - When upgrading your instance, any record that has been customized by the customer from its base state will persist to the new version.
True
Which of the following tables has been created by a user?
- cmdb_ci
- sys_user
- u_business_groups
- incident
- u_business_groups
We know this because all tables that are created by the customer(or user within the system) have a u_ preceding the table name.
True/False - The baseline update set is a catch all for configurations made in the global application scope
False - the correct term is “Default Update Set” is a catch-all for configurations made within any application scope
The main ui is divided into what three sections
Banner frame, Application navigator, and content frame
What does the application navigator contain
Provides links to all application menus and modules
What are the 5 ways you can search in servicenow
Lists, Global text search, Knowledge base, navigation filter, live feed
Where would you change the banner icon and text
System properties > my companies
What are the two key tables in the CMDB
cmdb_rel_ci and cmdb_ci
What does a list display?
It displays information in a table, organized in sortable columns
What does a form display
Displays information from a record
What is a sys_id?
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
What is the best practice for assigning roles?
Assign roles to groups and then add/remove people from groups to inherit/remove roles
What does the gear in list view allow you to do?
It’s a slush bucket that allows you to add or remove columns just from your view
What do plugins do?
They provide additional optional functionality
What does the system administrator role have access to
All system features, applications, functions, and data
Where can you get a list of existing tables, with column, column attributes and indexes?
Tables and Columns
What is a best practice when importing data into ServiceNow?
Remove obsolete data
How are tables related to each other?
One to many, many to many, extensions, db views
What is an extended table
It’s a table that includes all the entries from the parent table and unique values
What related tables does the schema map show?
Class extension or reference
What is the app creator?
It allows citizen developers to create apps
What are the two major base tables in ServiceNow?
[task] and [cmdb_ci]
What is an import set?
It’s a tool used to import data from various data sources, and it maps that data in servicenow tables
What are the major components of the ServiceNow Service Catalog
Record producers, catalog items, order guides
What does the mapping assist utility do for an import set?
It let’s you align what fields are going with what
What is a variable set?
It’s a container with variables. You can reuse the sets
When does a workflow end?
When it reaches the End activity
What is an order guide?
It allows users to order everything they need for one particular type of user
What is a data policy
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
Where do UI policies run
On the Client Side (Browser)
What is a UI action
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
True/False - business rules are real time
false - they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated
What is an access control
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
ACLs can be defined what three ways
Conditional expressions (if this then), Scripts, and Roles
What 3 security modules does an admin use
System properties > security; system security > access control; system security > high security settings
What security role does an admin need in order to manage ACLs?
security_admin
True/False - notifications are comprised of static text statements
False - Notification messages can be made up of static text as well as dynamic fields
