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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
Name three interfaces for viewing and manipulating tables
Record list view, Schema map, Tables and Columns module
26
What stores structure and relationship definitions
Data Dictionary
27
What three tables provide Data Dictionary and relationship information
sys_dictionary sys_documentation sys_db-object
28
How do you establish the sequence for displaying lists
Order field - Best practice 3 digit numbers
29
What does CI stand for
Configuration item
30
What is a series of tables that contains all the assets and business services controlled by a company
Configuration Management Database | CMDB
31
What do you call a tangible device or intangible dedicated software in the CMDB
A Configuration Item
32
What is the core CI table
cmdb_ci
33
What is the CI relationship table
cmdb_rel_ci
34
List CI examples
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)
35
What are the two base tables of ServiceNow?
Task and Configuration Item (CI)
36
List Benefits of the Configuration Management Database (CMDB)
Locate failed changes and associate incidents, Facilitate quick analysis of impact helping to reduce or eliminate downtime, cost savings
37
What is a BSM map
a Business Service Map graphically displays the CIs that compose a biz service and indicates status
38
After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege
A role that has special permissions for the duration of the log in session
39
To access the control list you have to have which access
security_admin
40
Where is the user record stored
In the User sys_user table
41
Where are groups stored
Sys_user_group table
42
Where are roles stored
Sys_user_role table
43
What is a collection of permission to grant access and assign security
A role
44
Name the four built-in roles
System Admin, Specialized admin, ITIL, ESS
45
What does a role inherit
All the permissions of any other roles it includes
46
what is the best practice for users/groups/roles
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
What are the 3 levels of access
System (username/password), Applications and modules (roles), Tables and Fields (system properties/access control)
48
where are row and column security set
Access Control in Tables and Fields
49
Where is Table security set
System Property in Tables and Fields
50
What are the three ways Access Control Rules are defined
Conditional Expressions/Scripts/Roles
51
What is the list of all Access Controls for a table
Access Control List (ACL)
52
What is an Access control
A security rule defined and set at the row and column level
53
What is the access control evaluation
Specific to general if all conditions are true (conditions, Scripts, and Roles)
54
In a SLA Definition, what conditions trigger a SLA action
start condition, stop condition and pause conditions
55
What is the sequencing of publishing a Knowledge Article
Draft, Review, Publish
56
Name 4 ways the Knowledge base can be populated
Manually, From the Service Catalog with a record producer, Automatically from events, From existing Incidents or Tasks
57
What is the knowledge base hierarchy
Topics > Categories > Articles
58
How do you protect knowledge base articles
Roles
59
How do you allow users to access the knowledge base without logging in
Make it public and protect with roles
60
What do you call an indication to the ServiceNow processes that something notable has occured
event
61
What can cause events
User actions, Scripts (Business Rules/Workflows)
62
What contains a record of every generated event
Event queue
63
What do events trigger
notifications
64
What does a notification contain
a mix of static and dynamically determined content
65
Why would you clone an instance
to copy prod over a sub prod instance
66
What are the three release types
Future, Patch, HotFix
67
Are user customization records upgraded
No
68
What are best practices response times
Total response time - network browser and server 3 seconds, Server response time below 800 ms
69
What is a dashboard of frequently used content with reports
homepage
70
What do you call a mapped graphic image on a homepage that are packed reports
a gauge
71
What is used to measure and evaluate the effectiveness of IT service management process
Metrics
72
What do metrics measure
Data over time to show past history
73
What is a measurement of the set amount of time for a task to reach a certain condition
SLA
74
What do you call it when a SLA is not met
Breached
75
What are the for major components that power SLAs
``` 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
What are the three types of SLA
Start, Stop, Pause
77
What is another name for customer updates
Customizations
78
Multiple Choice, Single Line Text and Select Box are what type of elements in service now
Variable Types
79
How do you modify or create a workflow
Utilize the Graphical Workflow Editor
80
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
81
Name the major components of Service Catalog
Record Producers, Items, Variables, Order Guides, Workflows
82
Name some of the various items that orders from Service Catalog generate
REQ/RITM/Catalog Task/Assignment Group
83
What is a variable set
A modular unit of variables that can be shared between catalog items
84
What are Service Catalog best practices
Define an order guide/ Group items in order guide/ Use questions to present item options
85
What are the 5 workflow stages
Waiting for approval, Fulfillment, Delivery/Completed or Request cancelled
86
What 3 basic components are generated and assigned by workflows
approval, notifications, tasks
87
Name the 6 workflow activities
Approvals, Conditions, Notifications, Tasks, Timers, Utilities
88
By default in ServiceNow, what customizations are added to Update Sets
Changes made to a form
89
Where do you go in ServiceNow to change the banner and colors
System Properties > CSS properties
90
What do you use to import data from various data sources and map data into ServiceNow tables
Import Set
91
What determines the relationship between the Import Set Table and an existing ServiceNow table
Transform Map
92
What are the steps for using Import Sets and Transform Maps
1. Load Data, 2. Create Transform MAP, 3. Run Transform
93
What does coalescing do before a transform
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
What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another
An update set
95
What table is used to track changes in an update set
Customer Update sys_update_xml table
96
what cannot be customized with update sets
New Records, New users and groups, Modified data, Schedules
97
can homepages be added to update sets
Only manually
98
Should you include few or many changes in one Update set
Many
99
Can two update sets be merged
yes
100
What is the sequence on the production instance to run an Update Set
Retrieve/Preview/Commit/Apply

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