Certification Training Part 4

Question 1

What are the three types of SLA

Answer 1

Start, Stop, Pause

Question 2

What is another name for customer updates

Answer 2

Customizations

Question 3

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

Answer 3

Variable Types

Question 4

How do you modify or create a workflow

Answer 4

Utilize the Graphical Workflow Editor

Question 5

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

Answer 5

Service Catalog

Question 6

Name the major components of Service Catalog

Answer 6

Record Producers, Items, Variables, Order Guides, Workflows

Question 7

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

Answer 7

REQ/RITM/Catalog Task/Assignment Group

Question 8

What is a variable set

Answer 8

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

Question 9

What are Service Catalog best practices

Answer 9

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

Question 10

What are the 5 workflow stages

Answer 10

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

Question 11

What 3 basic components are generated and assigned by workflows

Answer 11

approval, notifications, tasks

Question 12

Name the 6 workflow activities

Answer 12

Approvals, Conditions, Notifications, Tasks, Timers, Utilities

Question 13

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

Answer 13

Changes made to a form

Question 14

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

Answer 14

System Properties > CSS properties

Question 15

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

Answer 15

Import Set

Question 16

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

Answer 16

Transform Map

Question 17

What are the steps for using Import Sets and Transform Maps

Answer 17

1. Load Data, 2. Create Transform MAP, 3. Run Transform

Question 18

What does coalescing do before a transform

Answer 18

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

Question 19

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

Answer 19

An update set

Question 20

What table is used to track changes in an update set

Answer 20

Customer Update sys_update_xml table

Question 21

what cannot be customized with update sets

Answer 21

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

Question 22

can homepages be added to update sets

Answer 22

Only manually

Question 23

Should you include few or many changes in one Update set

Answer 23

Many

Question 24

Can two update sets be merged

Answer 24

yes

Question 25

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

Answer 25

Retrieve/Preview/Commit/Apply