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