Certification Training Part 4 Flashcards
What are the three types of SLA
Start, Stop, Pause
What is another name for customer updates
Customizations
Multiple Choice, Single Line Text and Select Box are what type of elements in service now
Variable Types
How do you modify or create a workflow
Utilize the Graphical Workflow Editor
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
Name the major components of Service Catalog
Record Producers, Items, Variables, Order Guides, Workflows
Name some of the various items that orders from Service Catalog generate
REQ/RITM/Catalog Task/Assignment Group
What is a variable set
A modular unit of variables that can be shared between catalog items
What are Service Catalog best practices
Define an order guide/ Group items in order guide/ Use questions to present item options
What are the 5 workflow stages
Waiting for approval, Fulfillment, Delivery/Completed or Request cancelled
What 3 basic components are generated and assigned by workflows
approval, notifications, tasks
Name the 6 workflow activities
Approvals, Conditions, Notifications, Tasks, Timers, Utilities
By default in ServiceNow, what customizations are added to Update Sets
Changes made to a form
Where do you go in ServiceNow to change the banner and colors
System Properties > CSS properties
What do you use to import data from various data sources and map data into ServiceNow tables
Import Set
What determines the relationship between the Import Set Table and an existing ServiceNow table
Transform Map
What are the steps for using Import Sets and Transform Maps
- Load Data, 2. Create Transform MAP, 3. Run Transform
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
What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another
An update set
What table is used to track changes in an update set
Customer Update sys_update_xml table
what cannot be customized with update sets
New Records, New users and groups, Modified data, Schedules
can homepages be added to update sets
Only manually
Should you include few or many changes in one Update set
Many
Can two update sets be merged
yes
What is the sequence on the production instance to run an Update Set
Retrieve/Preview/Commit/Apply
