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ServiceNow > Certification Training > Flashcards

Certification Training Flashcards

1
Q

What is a Transform Map

A

A map to determine relationships between fields displaying in an Import Set and fields in an existing table

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2
Q

What application is available to all users

A

Self-Service

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3
Q

How do you change the sort sequence of fields or tasks?

A

Modify the order field

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4
Q

Tables and Fields can be viewed and manipulated where?

A

Record List, Form, Tables and Columns

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5
Q

Where do you change the Smart Filter Condition Builder

A

Click arrow next to breadcrumb in list

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6
Q

How do you display the slushbucket

A

Click the list mechanic gear above the check boxes

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7
Q

What do you call a saved version of a personalized form

A

A view

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8
Q

How do you apply a saved filter

A

Click the table name at the top of a list and select the filter you wish to apply

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9
Q

What displays fields from one record and can be used to edit the record data

A

A form

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10
Q

What are the field status indicators

A

Light red - required but has a saved value, Green - Modified field content (need to save), Red - required and needs value, Orange - read only

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11
Q

What does a red-dashed line indicate

A

Invalid data or mis-typed word

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12
Q

What do you click to save changes on a new form and return to the previous page

A

Submit

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13
Q

What do you click to save changes on an existing record and return to previous form?

A

Update

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14
Q

What do you click on to save changes without leaving the form

A

Right click the header and choose save

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15
Q

What do you do to save a new record to the db instead of updating the current item

A

Insert or Insert and stay

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16
Q

What is a rule that applies to a form to dynamically change form information on the form itself

A

UI Policy

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17
Q

What enables admins to set mandatory and read-only state for field

A

Data Policy (not used much)

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18
Q

What do you use to put buttons, links and context menu items on forms and lists?

A

UI Actions

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19
Q

What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried

A

Business rule

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20
Q

client script applies only when

A

accessed through the form

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21
Q

Business rules apply when

A

Globally

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22
Q

When Shouldn’t you use client scripts

A

When you can use UI policies or access control rules instead

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23
Q

Client scripts can be executed in four ways, what are they

A

onCellEdit, onChange, onLoad, onSubmit

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24
Q

can plug-ins be removed

A

No, but they can be disabled

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25
Q

Name three interfaces for viewing and manipulating tables

A

Record list view, Schema map, Tables and Columns module

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26
Q

What stores structure and relationship definitions

A

Data Dictionary

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27
Q

What three tables provide Data Dictionary and relationship information

A

sys_dictionary
sys_documentation
sys_db-object

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28
Q

How do you establish the sequence for displaying lists

A

Order field - Best practice 3 digit numbers

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29
Q

What does CI stand for

A

Configuration item

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30
Q

What is a series of tables that contains all the assets and business services controlled by a company

A

Configuration Management Database

CMDB

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31
Q

What do you call a tangible device or intangible dedicated software in the CMDB

A

A Configuration Item

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32
Q

What is the core CI table

A

cmdb_ci

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33
Q

What is the CI relationship table

A

cmdb_rel_ci

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34
Q

List CI examples

A

A physical entity-such as a computer or router (computers/devices on the network)
A logical entity-such as an instance of a database (software contracts and licenses)
Conceptual-such as a Requisition Service (Business Services)

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35
Q

What are the two base tables of ServiceNow?

A

Task and Configuration Item (CI)

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36
Q

List Benefits of the Configuration Management Database (CMDB)

A

Locate failed changes and associate incidents, Facilitate quick analysis of impact helping to reduce or eliminate downtime, cost savings

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37
Q

What is a BSM map

A

a Business Service Map graphically displays the CIs that compose a biz service and indicates status

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38
Q

After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege

A

A role that has special permissions for the duration of the log in session

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39
Q

To access the control list you have to have which access

A

security_admin

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40
Q

Where is the user record stored

A

In the User sys_user table

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41
Q

Where are groups stored

A

Sys_user_group table

42
Q

Where are roles stored

A

Sys_user_role table

43
Q

What is a collection of permission to grant access and assign security

A

A role

44
Q

Name the four built-in roles

A

System Admin, Specialized admin, ITIL, ESS

45
Q

What does a role inherit

A

All the permissions of any other roles it includes

46
Q

what is the best practice for users/groups/roles

A

Assign users to groups, map roles to groups. Don’t map roles to users. Apply general roles to large groups and specific roles to smaller groups

47
Q

What are the 3 levels of access

A

System (username/password), Applications and modules (roles), Tables and Fields (system properties/access control)

48
Q

where are row and column security set

A

Access Control in Tables and Fields

49
Q

Where is Table security set

A

System Property in Tables and Fields

50
Q

What are the three ways Access Control Rules are defined

A

Conditional Expressions/Scripts/Roles

51
Q

What is the list of all Access Controls for a table

A

Access Control List (ACL)

52
Q

What is an Access control

A

A security rule defined and set at the row and column level

53
Q

What is the access control evaluation

A

Specific to general if all conditions are true (conditions, Scripts, and Roles)

54
Q

In a SLA Definition, what conditions trigger a SLA action

A

start condition, stop condition and pause conditions

55
Q

What is the sequencing of publishing a Knowledge Article

A

Draft, Review, Publish

56
Q

Name 4 ways the Knowledge base can be populated

A

Manually, From the Service Catalog with a record producer, Automatically from events, From existing Incidents or Tasks

57
Q

What is the knowledge base hierarchy

A

Topics > Categories > Articles

58
Q

How do you protect knowledge base articles

A

Roles

59
Q

How do you allow users to access the knowledge base without logging in

A

Make it public and protect with roles

60
Q

What do you call an indication to the ServiceNow processes that something notable has occured

A

event

61
Q

What can cause events

A

User actions, Scripts (Business Rules/Workflows)

62
Q

What contains a record of every generated event

A

Event queue

63
Q

What do events trigger

A

notifications

64
Q

What does a notification contain

A

a mix of static and dynamically determined content

65
Q

Why would you clone an instance

A

to copy prod over a sub prod instance

66
Q

What are the three release types

A

Future, Patch, HotFix

67
Q

Are user customization records upgraded

A

No

68
Q

What are best practices response times

A

Total response time - network browser and server 3 seconds, Server response time below 800 ms

69
Q

What is a dashboard of frequently used content with reports

A

homepage

70
Q

What do you call a mapped graphic image on a homepage that are packed reports

A

a gauge

71
Q

What is used to measure and evaluate the effectiveness of IT service management process

A

Metrics

72
Q

What do metrics measure

A

Data over time to show past history

73
Q

What is a measurement of the set amount of time for a task to reach a certain condition

A

SLA

74
Q

What do you call it when a SLA is not met

A

Breached

75
Q

What are the for major components that power SLAs

A 
SLA Definition (Record which defines the conditions that trigger the SLA)
Task SLA (individual instances of the SLAs associated with particular tasks)
SLA workflow (The workflow which powers events or actions based on the SLA definition)
SLA Automation (Business Rule and scheduled job)
76
Q

What are the three types of SLA

A

Start, Stop, Pause

77
Q

What is another name for customer updates

A

Customizations

78
Q

Multiple Choice, Single Line Text and Select Box are what type of elements in service now

A

Variable Types

79
Q

How do you modify or create a workflow

A

Utilize the Graphical Workflow Editor

80
Q

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

A

Service Catalog

81
Q

Name the major components of Service Catalog

A

Record Producers, Items, Variables, Order Guides, Workflows

82
Q

Name some of the various items that orders from Service Catalog generate

A

REQ/RITM/Catalog Task/Assignment Group

83
Q

What is a variable set

A

A modular unit of variables that can be shared between catalog items

84
Q

What are Service Catalog best practices

A

Define an order guide/ Group items in order guide/ Use questions to present item options

85
Q

What are the 5 workflow stages

A

Waiting for approval, Fulfillment, Delivery/Completed or Request cancelled

86
Q

What 3 basic components are generated and assigned by workflows

A

approval, notifications, tasks

87
Q

Name the 6 workflow activities

A

Approvals, Conditions, Notifications, Tasks, Timers, Utilities

88
Q

By default in ServiceNow, what customizations are added to Update Sets

A

Changes made to a form

89
Q

Where do you go in ServiceNow to change the banner and colors

A

System Properties > CSS properties

90
Q

What do you use to import data from various data sources and map data into ServiceNow tables

A

Import Set

91
Q

What determines the relationship between the Import Set Table and an existing ServiceNow table

A

Transform Map

92
Q

What are the steps for using Import Sets and Transform Maps

A
  1. Load Data, 2. Create Transform MAP, 3. Run Transform
93
Q

What does coalescing do before a transform

A

Matches a field in the import data with a field in the existing data so that information can be transferred from one to the other using the previously mentioned field as a unique key

94
Q

What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another

A

An update set

95
Q

What table is used to track changes in an update set

A

Customer Update sys_update_xml table

96
Q

what cannot be customized with update sets

A

New Records, New users and groups, Modified data, Schedules

97
Q

can homepages be added to update sets

A

Only manually

98
Q

Should you include few or many changes in one Update set

A

Many

99
Q

Can two update sets be merged

A

yes

100
Q

What is the sequence on the production instance to run an Update Set

A

Retrieve/Preview/Commit/Apply

ServiceNow (12 decks)

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