Certified System Administrator Certification (Tokyo) Flashcards
Common ways to interact in within the platform?
Workspace
List
Form
Dashboard
Knowledge Base
Service Catalog
Users with the ____________ role can impersonate users?
admin or impersonate
Impersonations are logged where?
SystemLog
The sys_property____________________ needs to be added and set to ________ to see impersonation events?
glide.sys.log_impersonation // True
To learn more about impersonation, go to __________________ to learn more.
ServiceNow Product Documentation: Impersonate User
The base system admin can _______________ to a privileged role to access features of High Security Settings
elevate
Not all admins should have security_admin role as a best practice?
true
To access the elevated role, open the _____________________ , then select _________________, then click ______________?
user menu // elevate role // update
The elevate role is the _______________ role?
security_admin
This is a ServiceNow Store application that is available to all customers by default?
Employee Center
______________________extends the standard capabilities and requires additional licensing. ______________________ is available as a standalone offering and is included with the HR Service Delivery Professional and Enterprise Offerings.
Employee Center Pro
_______________________ improves employee productivity by reducing the time and effort employees spend looking for services, updates, and information. It also allows access to information and services across all departments and is made simple and can be accessed through any device.
Unified Portal Experience
__________________ easily scales from single to multi-department service delivery use case that includes best-in-class home page and specialized widgets redesigned for multi-department tasking. It also provides curated experiences to drive employee driven content discovery, AI searches, unified web browser for an enhanced user experience.
Extensible Service Delivery Platform
__________________ is used to stay informed on news and events, find cross-enterprise answers, provide employees a platform to communicate and be engaged using the Employee Center Pro Application.
Employee Engagement and Communication
You can create incidents where?
All > Incident > Create New
Mandatory fields are marked with _______________?
asterisk
Mandatory fields must be completed before the record can be saved or submitted?
true
these fields accept open text of certain lengths and the length is specified in the baseline application and when you add fields?
string field
these lists show a pre-defined list of choices and are marked with a down arrow for revealing the choices?
choice list
these fields are linked to tables in ServiceNow which contain the list of valid choices?
reference fields
Where to see work assigned to a group but not to you specifically?
All > Service Desk > My Groups Work
_________________ is a purpose-built workspace to meet the needs of service desk agents?
Service Operations Workspace
What are some of the ways to interact with the ServiceNow platform?
Workspaces
Service Catalog
Dashboards
List
Forms
Knowledge Bases
ServiceNow plaform is a ________________ that delivers immediate value through its baseline offerings?
application as a service (aPaas)
_______________ uses a strategic approach to IT management with a focus on delivering value?
ITSM application
ITSM processes include?
Incident, Change, Problem, Request
Purpose-built workspaces provide _____________________ to improve the flow of work?
unified experiences
__________ is a one-stop-shop for internal employee needs?
Employee Center Portal
__________ is a set of installed applications on a ServiceNow instance before any configuration or customization has been done?
baseline implementation
A/An____________ is a copy of a ServiceNow environment that is specific to the customer?
instance
Three typical types of instances?
Production
Non-production
Development
______________ is where people do their work and support their customers?
production instance
_______________ instance is used for development, testing, and experimentation?
non-production
___________ instance is where developers may get their own personal instance to do experimentation and learning outside of the customer/company’s environment?
development
______________ instance is located (hosted) in one of the ServiceNow data centers around the world for a very small percentage of customers.
load-balanced
ServiceNow utilizes ____________________________________ as the default offering for customers meaning an instance features an individually isolated database containing data, applications, and customizations.
advanced, multi-instance, single tenant architecture
____________ is done when a customer requires additional functionality that does not exist in the platform, and they want to add features?
customization
______________ allows you to make changes to an instance, these changes must be packaged to be moved into the production environment?
Update set
to update the logo on company records in the ServiceNow instance, you need to go to _____________?
All > System Properties > My Company
to update a browser tab label, you need to go to ____________?
All > System Properties > System, scroll down to the browser tab title property and update
Applications and features can be activated via ____________?
plugins, ServiceNow Store, Request in ServiceNow
to install applications and application features, navigate to ____________?
All > System Application > All Available Applications > All
_____________ provide additional optional functionality within a ServiceNow instance, like applications, workspaces, and demo data.
Plugins
to get to plugins, go to ___________?
All > System Definition > Plugins
If you need to explore an application before purchasing, you can explore in _________?
personal developer instance
To locate application resources, navigate to ____________?
docs.servicenow.com
______________ provides access to all platform features applications, functions, and data?
system administrator persona
users with specialized administrator roles to manage specific functions and applications including; assignment rules, knowledge base, Human Resources, reports, web services
specialized administrator persona
_____________ may fulfill ITIL activities associated with the ITIL workflow including incident and change management
Process User Persona
_____________ can perform all requestor actions and allow users to view or modify approval records directed to them
Approver persona
____________ aka Employee Self Service (ESS) users. these users do not have roles but can submit and manage their own request, access, public pages, etc.
Requestor persona
persona types in the platform;
system administrator
specialized system administrator
process user
approver
requestor
users holding the __________ role can can create and modify user roles, as well as impersonate other users?
admin
not even users with the admin role can impersonate a security_admin role and elevate privileges while impersonating to access higher security functionality?
true
process users have the ____________ roles.
itil & approver_user
approvers have ________ role.
approver_user
the _______ role can be assigned to a user to allow impersonation of other users, excluding admins, for testing and visibility purposes.
impersonator
a _________ is a collection of users who share a common purpose
group
ServiceNow platform utilizes ____________ to ensure people have the information and workflows they need to fulfill their roles
role based access
a ________ is an individual granted access to the ServiceNow instance
user
Groups may be imported from _____________ or created manually in ServiceNow.
corporate directory (LDAP)
add a user through this ServiceNow location___________.
All > User Administration > Users, and click “New”
All > System Security > Users and Groups
a group can be added at this location in ServiceNow?
All > User Administration > Groups, and click “New”
All > System Security > Users and Groups
roles can be assigned to a group or single users?
true
a role can contain other roles?
true
a user can have more than one role?
true
best practice: rather than adding a role to individual users, add the user to a group, then assign roles to the group
true
you cannot delete roles assigned to the group from a user record
true
a _________ is a collection of permissions used to can grant access to applications and other parts of the platform as well as assign security rights?
role
roles are represented by a record on the _______ table?
sys_user_role
right click on _________ to create a favorite?
list header
a role can have more than one role?
true
_________ is useful for testing and troubleshooting issues?
impersonating
__________means that prior to installing the application, a few additional plugins need to be installed first?
dependancies
A list displays a what?
a set of records from a table
Landing pages serve as the?
entry point into the ServiceNow platform (like a homepage). it may also serve as an entry point to role-specific work depending in your configuration.
each row in a list represents______________? and each column in a list represent_____________?
one record // one field
___________ are the most common ways to interact with data?
list and forms
List categories appear in the list pane, and do not retrieve records? However, _________ under the categories do retrieve records?
filtered list (UX List)
(Note: when you create a list category, you must add list filters or the category doesn’t appear)
clicking this list control icon (hamburger) next to the title of the list, to show options related to viewing and filtering the entire article list?
list context menu
hover over a column name, an icon with the 3 dots will appear to the right of the column (displays actions such as creating quick reports, configuring the list, and exporting data)
column options menu
right-click a row’s cell to see a menu with actions related to the value in that cell, such as filtering options, assigning tags, and more.
record context menu
three components that make up a filter condition?
field, operator, value
a set of conditions applied to a table list to isolate a subset of the data?
filter
Click the ______________ to add, remove, or edit filter conditions and apply them?
show/hide filter icon
a choice list based on the table and user access rights and includes fields on related tables by dot-walking?
field
a choice list based on the field type.
operator
a text entry field or a choice list depending on the field type?
value
examples of field operators?
text value, numeric, date
is, is not, contains, is one of, starts with, ends with?
text value field operator example
is, is not, greater than, less than, greater than or is, less than or is?
numeric field operator example
on, before, after, between, is more than, is less than?
Date field operator example
allows a field value to be edited in a list view without opening the record?
list editor
list editing allows both for ___________ editing and ____________ editing (making edits to values that belong to different records at the same time)?
contiguous // non-contagious
_________ is a version of a list or form that defines which fields appear and in what order? it enables users to quickly display forms or list in different ways.
A view
Sort controls: a list that is displayed to a user for the first time will be sorted by one of the following:
the order field, the number field, the name field (if any are present on the table)
configure the __________ to show or hide fields from a view and change the list column header?
list layout
in the classic list layout, the ___________opens to allow you to add, remove, and reorder fields?
list collector
users with __________ or _________ role can add/remove columns (fields) from a list or change the order in which columns appear in the list?
admin // personalize_list
personalizing a list (using the gear icon) does not affect the platform default?
true
global changes will not be affected in a personalized list?
true
the following can be done through personalize list columns?
add, remove, and rearrange columns & reset column defaults
for a personalized list, use the ___________ to add/remove/reorder columns for the personalized list and save?
list collector
in configuring list, if a field is not available in a given record, use the _____________ technique.
dot-walk
you can view and navigate list from the workspace landing page in the following ways?
list mode, grid mode, open list in new tab
provides different levels of controls for a given list view?
context menus
for context menus in the workspace list, use the ____________ to drag and drop columns?
grab icon
for context menus in the workspace list, use the _______________ to group records that have the same values in a column?
more options menu
for context menus in the workspace list, use the ________________ to filter out records based on field values?
more UI actions icon
____________show records in tables that have a current relationship to the current record?
related list
related lists are presented as ________?
tabs at the bottom of the form view
each section in fom design is represented by a cell which contains __________________?
a handle icon, field label, settings icon, and remove icon
sections on a form are used to________________?
break up the form and group like information together
an element used to display information that is not a field of records?
formatter
examples of formatters?
activity, process, parent breadcrumbs, approval summarizer, CI relations
a type of field that lets the user select from a pre-defined set of choices?
a choice list
In a list filter advance view pane, you will be able to?
set filter conditions, save the filter, and determine who can see and use the filter
select any columns _________ and select Configure > list > Layout, to configure the list layout?
column option menu
to create a new list view, select New from the________?
view name choice list
three main steps in configuring categories and UX list in UI builder?
configure list category, configure a list and add to category, then make list visible
list sections in the workspace list page are called?
categories
list links in the workspace list page are called?
UX list
a collection of users based on various criteria in workspace?
audience
in list personalization, ____________ a list to show or hide fields on a view, as well as change the list column order for the _______________?
personalize // current logged-in user
to get to UI builder, navigate to?
All > Now Experience Framework > UI Builder
a classic form displays the following elements?
sections, fields, activity stream, UI actions, related list
a form is loaded by these two ways?
- searching record number in the global text search
- by opening a record in a list
___________ involves changing the form layout and the related list layout?
form configuration
two ways to modify the design of a form?
form design
form layout
you will need to open the appropriate _____________ before you can edit forms in a workspace?
application scope
the ___________ allows you pick/select from to change the scope on a form?
application scope picker icon (the globe)
items on a list collector with a green (+) next to them refer to what?
related tables
to access fields on a related table on a list collector, use the _______________ method?
dot-walking
can you dot-walk to a field when using form design?
no
form layout field types?
reference (query that displays records from another table)
date/time
string (freely populated field)
choice (dropdown menu)
true/false (boolean checkbox)
as with other list, a user can personalize the columns or filter the list using the __________ or the ____________?
gear icon // funnel icon
form configurations consist of these functions?
add, remove, change the display order
in form design, the display consist of these elements?
page header, section, form layout, field navigator, formatters
some formatters in form design include?
activity
process
parent breadcrumb
approval summarizer
CI relations
displays the list of activities, or history, on a task form and provides an easy way to track items not saved with a field in the record (e.g. journal fields like comments and work notes)?
activity formatter
displays the different stages in a linear process flow across the top of a record?
process flow formatter
provides breadcrumbs to show the parent or parents of a task?
parent breadcrumb formatter
displays dynamic summary information about the request being approved?
approval summarizer formatter
displays on the CI form and allows for the viewing of relationships between the current CI and related CI?
CI relationships formatter
reference list are easily identified by a _____________?
magnifying glass icon
a ____________ is a type of field that lets the user select from a predefined set of choices?
choice list
what limits a fields available values?
dependent field
how do you add a list category to a workspace list?
UI Builder
baseline portals include?
employee center (/esc)
service portal (/sp)
knowledge portal (/kp)
change advisory board (CAB) workbench (/cab)
instance security center (/isc)
portals available with additional licenses?
employee center pro (/esc)
community (/community)
customer support (/csm)
customer service (/csp)
is a robust ordering system for products offered by various departments for users, “one stop shopping” for IT products and services?
service catalog
users with these roles can manage multiple service catalogs and provide services to different teams within the organization (e.g IT services, human resources, and facilities management) ?
admin
catalog _admin
Which module is used to add, update, remove catalog items?
All > Service Catalog > Catalog Definitions > Maintain Items
for customers to use a service catalog, it must be _____________?
published
common variable types?
multiple choice
select box
single line text
reference
checkbox
to create new variable sets, navigate to?
All > Service Catalog > Catalog Variables > Variable Sets
what are service catalog variable sets?
they are collections of variables that can be shared between catalog items
what are service catalog record producers?
they are a form that produces a task record and are a type of catalog item. they appear as simplified forms that allow users to provide information that is translated into task-based records being added or modified in the database
what are service catalog flows?
flows run behind the scenes and communicate the stages of the approval process to the requestor and drive the request fulfillment
what are service catalog variables?
provide questions to help requestor specify what item, option, or service to order
____________ are the building blocks of the service catalog?
items
_____________ are created when an order is placed from the service catalog?
REQ, RITM, SCTASK
users can track request once submitted here____________?
All > Self-Service > My Reqeust
flow designer stages of an ordered service catalog item?
waiting for approval
approved
pending
fullfillment
deployment/delivery
completed
defines conditions that are evaluated against users to determine which users can access service catalog items?
user criteria
is a non-technical interface for building and enabling process automation capabilities known as flows?
flow designer
which module is used to create or edit flow designer flows?
All > Process Automation > Flow Designer
roles that might be required to work with flow designer?
flow_designer
flow_operator
action_designer
* Components of a flow designer flow?
trigger & one or more actions
flow diagramming view only displays flow with these trigger types?
record triggers
date triggers
inbound email
service catalog
SLA task
flow diagramming view only displays flow with these flow logic types?
call a workflow
do the following in parallel
flow diagramming view only displays flow with these flow logic types?
call a workflow
do the following in parallel
dynamic flow
else if
end flow
for each
get flow outputs
if
set flow variables
wait for a duration of time
triggers can be?
record based, date based, application based
flow trigger?
an activity that initiates the flow
flow conditions?
statements that determine when or how an action runs
flow actions are?
operations executed by the system
what is process automation designer (PAD)?
PAD is based on the technology of flow designer and can be used to create flows, actions, and manage flow executions
what is virtual agent?
virtual agent is a conversational platform that helps users obtain information, make decisions, and perform common work task within a messaging interface
- what represents questions asked when ordering a catalog item?
variables
* where is data from an action stored so it can be used in subsequent actions in the flow?
data pill
you can create reports at?
All > Reports > View/Run
for more information on reports, navigate to?
All > Reports> Getting Started
Report types?
there are over 25 types, but most common are;
pareto, donut, heatmap, dial, speedometer, single score, bubble, multi-level pivot table, bar, pivot, trend, etc…
report visibility controls are?
My reports (reports created by you)
Group (reports visible by your group)
Global (reports for everyone)
All (list of all personnel, group, and global reports)
report dashboards enable you to?
display multiple performance analytics reports, and other widgets on a single screen
notifications can be triggered by events in the platform and require no scripting knowledge?
true
a notification is a tool for alerting users when events that concern them have occurred through the following methods?
email, SMS, meeting invitation
to access new notification records, navigate to?
All > System Notification > Email > Notifications
to view notifications in your instance, navigate to?
All > System Mailboxes > Outbound > Outbox
to create email layout, navigate to?
All > System Policy > Email > Layouts
to apply layout to email template, navigate to?
All > System Notification > Email > Templates
to apply template to notification, navigate to?
All > System Notification > Email > Notifications
creating notification components consist of?
When to send
Who will receive
What it will contain
allows users to be informed of various activity occurring in the platform, whether it directly relates to them or not?
subsciptions
docked chat windows include these features?
favorites
information
collapse
close
allows you to discover, prioritize, and manage automation request in you instance all in one place?
automation center
uses machine learning algorithms to set field values during record creation?
predictive intelligence
predictive intelligence requires the following roles?
admin
ml_admin
*what should you consider when exporting a report to pdf and sharing the exported file?
information may be obsolete
access control is not enforced on exported data
*what are the four tabs used to guide the user through creating a new report in the report designer?
data, type, configure, style
*what can trigger a notification?
record inserted or updated
event is fired
a script
*name three ways of sharing a report?
scheduled email
export to pdf
publish
*where can user define notification channels and manage subscriptions?
All > Self-Service > My Notification Preference (or) User profile menu > Preferences > Notifications > Core UI
the stages of change request?
creation and scope
approval
implementation
closure
Admin home will take you to the?
admin landing page
provides a central hub for platform owners and admins to easily access platform capabilities, discover new applications, and get intelligent, actionable insights?
IT Adoption Journeys
All > Admin Center > IT Adoption Journey
guides you through completing the phases and task for a successful upgrade?
release notes
helps you define applications and target versions to be installed on your instance?
upgrade plans
Insight into an instance prior to an actual upgrade?
Upgrade preview
where you schedule an upgrade and monitor the status of an ongoing upgrade using the upgrade monitor module?
upgrade monitor
tracks every upgrade in an instance?
upgrade history
ServiceNow infrastructure includes?
tables, records, fields
contains the definition for each and every table and field in the database?
system dictionary
provides a list of every table in the database?
tables module
provides a list of all existing tables with columns, column attributes, and indexes?
Tables & columns module
provides graphical representation of the relationship between tables?
schema map
contains additional information that defines database elements?
data dictionary tables
each field has these three attributes?
field label, field name, field value
field label?
user friendly term in the system
field name?
system friendly unique term in the system
field data?
actual data in the field
One to many relationship?
either reference field, glide list, or document ID fields
Many to Many relationships?
two or more tables can be related bi-directional relationship so that related records are visible via related from both tables in related list
database view relationships?
defines table joins for reporting purposes
extension relationships?
extended table includes field plus all of the fields and their properties from the parent table.
table that extends or is extension of another table is?
child class
table from which the table extends?
parent class
example of parent class tables?
task table // CI table
provides the ability to define a field on an extended table differently from the field on the parent table (e.g. overriding the default values, field dependencies, or read-only status of a field?
dictionary overrides
core table?
a table that exists in the SN base system. These exist in the base system
base table?
serves as the “base” from which other tables extend
parent table?
parent of another table
tables built by admins and developers are called?
custom tables
SN provides several levels of security before an end user has the capability to perform what?
create, read, update, delete (CRUD) operations on a table
is a security rule defined to restrict the permissions of a user from viewing and interacting with data?
access control
controls (CRUD) operations?
access control rules
the security_admin role would be granted for the base system default system administrator, but others one a case-by-case basis would still need granted to the security_admin role to be able to maintain ACLs?
true
each access rule specifies what?
the (CRUD) operation the system can take
the object being secured
the permission required to access object
another way to get to system access controls?
<tablename>.CONFIG, then select the access control tab
</tablename>
(*) in access control means what?
wildcard, rule applies to every field on a record without a table.field rule
access control “table.field” rule?
applies to one field on a record
access control “table.–None–” rule?
no specific field selected - this rule applies to whole table including all its records
first ACLs match objects against tables in what way?
most specific to most general
the second way an ACLs match objects against fields in what way?
most specific to most general
users must pass both of these in ACL checks to gain access to a record?
table and field
a tool used to import data from various types of data sources, and map that data into SN tables?
import set
acceptable import set data types?
excel, XML, CSV, LDAP, JDBC
a set of field maps that determine the relationship between fields in an import set and fields in an existing table?
transform map
an existing table where data will be placed post transformation (of executing transform map)?
target table
staging area for records imported from a data source?
import set table
simplest mapping method is where all of the field names of the import set match the name of the fields on the target table
automatic mapping utility
utility that provides a visually intuitive environment for specifying mapping between import set field and target table fields?
mapping utility
means a field or multiple fields will be used as a unique key during imports?
coalescing a field
three ways to coalesce a field?
single field coalesce
multi-field coalesce
conditional coalesce (using scripts)
a series of tables and fields that contain all of the configuration items (CIs) controlled by your company as well as their attributes and relationships?
CMDB
configuration items can be what in the CMDB?
tangible or intangible devices or applications in the CMDB such as firewalls, computers, email services and services
three base CMDB tables are?
base configuration item [cmdb]
configuration item [cmdb_ci]
CI relationship [cmdb_rel_ci]
cmdb used in ITSM processes?
incident management
problem management
change management
request management
use this as a central location to explore the CMBD class hierarchy, CI table definitions, and class CIs?
CI class manager
navigate to All > Configuration > CI Class Manager
CI class manager attributes tabs?
all, derived, added
CSDM is what?
a set of terms and definitions that can be used with all SN products on the now platform, a blueprint to map your IT services to SN.
scans the network to inventory devices and applications and updates the CMDB with the result for each unique type of hardware and software?
discovery
top-down discovery augments the CMDB with IT relationships and dependencies between CIs to model their IT components that comprise a service?
service mapping
set of interconnected applications and host which are configured to offer a service to the organization?
service mapping
provide an interactive GUI to visualize relationships between configuration items?
dependency views
*Which modules can be used to create a new table?
Tables
Table & Columns
elevated role to access control rules?
security_admin
*a rule that is applied to a form to dynamically change information or the form itself?
UI policy
*sets fields to mandatory or optional, hidden or visible, read-only or editable?
UI policy
*UI policies run on the ________side?
client
*a rule that enforces data consistency by setting fields as mandatoy or read-only and are applied to all data entered in the platform and execute on the server side?
data policy
*adds buttons, links, and context menu items on a form and list?
UI actions
*UI actions run on the ________________side?
server or client depending on the “client” checkbox selection
*make real-time changes to the appearance of the user interface, especially forms by allowing browser or form manipulation and making form visible based on a condition?
client scripts
*type of scripts?
onLoad()
onChange()
onCellEdit()
onSubmit()
*difference in onCellEdit() and onChange() edit scripts?
onCellEdit() runs when cell on a list changes value in list editor
onChange() runs when a field changes value
*is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried?
business rule
*business rules execute on the _____________________ side?
server
*unlike UI policies, _________________ are not real time?
business rules
*can be set to run before or after a database action has occured?
business rule
is a group of configuration changes that can be moved from one instance to another?
update set
an update set does not capture?
new or modified data records, task, modified CIs, new users and groups, scheduled jobs, dashboards
what function is the beginning of the recording of a new update set?
clicking submit and make current
typical process of retrieving an update set includes?
retrieve
preview
commit
non-administrator users and groups which are assigned one or more permissions to develop applications?
delegated developers
what protects applications by identifying and restricting access to available files and data?
application scoping
the type of record not captured in an update set?
data record
