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ServiceNow CSA > CSA Study Sheet Night #1 > Flashcards

CSA Study Sheet Night #1 Flashcards

1
Q

What is the Now Platform?

A

An Application Platform as a Service (aPaaS)

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2
Q

What workflows does the Now Platform support?

A

-IT Workflows
-Employee Workflows
-Customer Workflows
-Creator Workflows

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3
Q

Describe the Data Model of ServiceNow

A

It is a single data model built on a table schema that’s flexible.

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4
Q

How is the Now Platform hosted?

A

Multi-Instance cloud-based, with each instance being a single software stack.

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5
Q

What is “AHA” in ServiceNow?

A

Advanced High Availability Architecture (AHA)

Transfers in less than 7 minutes without downtime.

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6
Q

Where can you check real-time instance availability in ServiceNow?

A

HI (Hosted Instance)

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7
Q

Describe the backup strategy of ServiceNow.

A

1 weekly full-backup and 6 days of daily differential backups.

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8
Q

What is the default domain in ServiceNow? Who can see it? What about other domains?

A

“Global” is the default domain, and all users can see it.

Access to other domains is limited to assigned users.

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9
Q

How are roles in ServiceNow defined?

A

Roles are a collection of permissions granted to a user.

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10
Q

How does ServiceNow define groups and users?

A

Groups are collections of people with shared tasks and permissions.

Users are individuals within an instance.

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11
Q

What are the 3 interfaces of ServiceNow?

A

-Next Experience Unified Navigation (Primary interface)
-Service Portal
-Now Mobile Apps (Now Mobile / Now Mobile Agent)

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12
Q

What are the 3 components of the Next Experience UI?

A

-Content Frame
-Banner Frame
-Application Navigatior

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13
Q

What is the “Content Frame”?

A

This is where Forms and Lists display in an instance.

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14
Q

What is the “Banner Frame”?

A

It contains base menus like All, Favorites, History, Workspaces, Global Search, as well as the current location pill.

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15
Q

What is the “Application Navigator”?

A

The complete list of Applications and Modules, searchable by using Filter Navigator.

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16
Q

What is the focus of Now Mobile?

A

Its targeted at employees with a persona-focused design for intuitive use, mobile first, native, and offers various features including offline access and role-based access.

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17
Q

How does “Now Mobile Agent” differ from “Now Mobile”?

A

It is targeted at Service Agents and has a few more capabilities than Now Mobile.

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18
Q

What is “Service Portal” in ServiceNow?

A

A user-friendly self-service that provides access to specific features using widgets.

-Search for catalog items, knowledge articles, and records
-Submit requests
-Browse corporate news feed

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19
Q

Navigation: How do you access “Service Portal”?

A

Service Portal -> Service Portal Home

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20
Q

Name the base system roles in ServiceNow.

A

-Admin
-Specialized Admin
-Approvers
-ITIL

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21
Q

What is the “Admin” role?

A

A System Administrator that has complete access (except for some HR functions and Security functions).

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22
Q

What is the “Specialized Admin” role?

A

Specialized Admin roles for specific functions.
EXAMPLE: “catalog_admin” - can edit catalog items

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23
Q

What is the “Approvers” role?

A

They can modify approval records (approve, reject, etc)
Example: “approver_user” can modify records assigned to them.

BUT

“approver_admin” lets you approve,reject, etc. any approval record.

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24
Q

What is the “ITIL” role?

A

Allows you to perform standard actions for an ITIL help desk technician.

By default, you MUST have the “itil” role in order to have tasks assigned to you.

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25
Q

What are the (6) user authentication types in ServiceNow?

A

1) Local Database
2) External SSO
3) LDAP
4) OAuth 2.0
5) Digest Token
6) Multi-Factor

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26
Q

Describe “Local Database” authentication.

A

It authenticates based on a user record in a ServiceNow instance.

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27
Q

Describe “External SSO” authentication.

A

It authenticates username and password configured in identity providers that have a matching user account.

Just boring, regular SSO.

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28
Q

What does “LDAP” stand for?

A

Lightweight Directory Access Protocol

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29
Q

Describe “OAuth 2.0” authentication.

A

It lets users access instance resources through external clients by obtaining a token rather than entering login credentials with each resource request.

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30
Q

Describe “Digest Token” authentication.

A

Digest token authentication passes user credentials and a digest token within an unencrypted HTTP header.

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31
Q

Describe “Multi-Factor” authentication.

A

Uses Mobile Devices to authenticate by use of a time-based one-time password (TOTP).

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32
Q

What is the purpose of Lists and Filters in ServiceNow?

A

They help manage the records in a table. *A list displays a set of records from a table.

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33
Q

What can users do with data in lists?

A

Users can search, sort, filter, and edit data in lists.

**Lists may be embedded in forms and may be hierarchical (have sublists)

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34
Q

Describe the list interface components

A

Lists consist of a title bar, filters and breadcrumbs, columns of data, and search capability.

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35
Q

How does each column and row in a list relate to the table?

A

Each Column corresponds to a field in the table.

Each Row corresponds to a record in the table.

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36
Q

How do you access list controls?

A

Via the list title menu icon, or by right-clicking the title bar.

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37
Q

Explain the WILDCARDS used in ServiceNow.

A

% = “Ends With”
* = “Contains”

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38
Q

What are the (3) different levels of list control provided by context menus?

A

-List Context Menu (Hamburger top left)
-List Column Context Menu (appears for each individual column)
-List Fields Context menu, available for each value in the list.

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39
Q

What are (2) ways you can sort a list?

A

-Click the column name, clicking it again reverses the sort order.

-Click the list column context menu, and pick how you’d like to sort (ascending vs descending).

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40
Q

What is a Visual Task Board?

A

A collaboration tool with a special user interface for presenting the tasks in the list.

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41
Q

What does “Show Visual Task Board” option do?

A

It allows you to create a new visual task board based on the list of records, available only on lists of task records like “Incident” or “Problem”.

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42
Q

How do you access “Show Visual Task Board”?

A

Click any list column context menu or right click on the column name.

43
Q

How do you generate a “Bar Chart” or a “Pie Chart”?

A

Click any list column context menu or right click on the column name.

44
Q

What is the purpose of the List “Layout” (Gear top right)?

A

Its where we configure the default column display for each view.

45
Q

What is the purpose of “Import” on a List Column Context Menu?

A

It allows you to insert new records or update existing records in a list, using data from a Microsoft Excel file.

46
Q

What is the purpose of “Export” on a List Column Context Menu?

A

It allows you to save all currently displayed records and columns in several formats like Excel, CSV, or PDF.

47
Q

How does “Update Selected” work on fields in a column?

A

Example: If you use CTRL+ Right Click, on (5) fields in a single column, you can then double click one of the cells, select a new value, and it will update that value for all (5) fields you selected.

48
Q

What is the “List Editor” in ServiceNow?

A

It allows users to edit field values in a list without opening a form by double-clicking the value that needs to be changed.

49
Q

How does “Assign Tag” work?

A

If you right-click a field value, you can create a new tag or assign an existing one to the record. Users can filter records by tags, and the system admin can configure notifications to be sent out when records with specific tags are updated.

50
Q

Describe the “Natural Language Query” in ServiceNow Lists.

A

It allows you to filter the list data using natural language instead of a condition builder. Click “Ask” and you will see the filter applied to the breadcrumb.

It can be activated by installing the Natural Language Query and Predictive Intelligence plugins.

51
Q

What do forms in ServiceNow contain?

A

Forms contain fields to collect and display data.

52
Q

How can you differentiate required fields in a form?

A

They are identified by a red asterisk.

53
Q

Navigation: How do you enable/disable form tabs?

A

[Click User Icon] -> Preferences -> Display -> “Organize form sections and related lists into tabs in classic forms”

54
Q

How do you calculate “Priority”?

A

It is automatically calculated from the “Impact” and “Urgency” values.

55
Q

What is the difference between “Additional comments” and “Work notes”?

A

Additional comments are visible by all users (customers), whereas Work notes are viewable only by users with the “itil” role.

56
Q

What happens if you click “Save” on a form?

A

It updates the form, and the form remains open.

57
Q

What happens if you click “Submit” on a form?

A

It saves the form, and returns the user to their previous view.

I.e., if you clicked an incident from the incident table, it would return you to the incident table.

58
Q

What happens if you click “Insert” on a form? (i.e., sys_user.list)

A

If you changed the record, it inserts a copy including the changes and re-displays the original list (i.e., sys_user.list).

So if you opened abraham.lincoln, then use it as a template create a record for ibrahim.lincoln. You’d then click “Insert” and it would create this record for ibrahim.lincoln without effecting the original abraham.lincoln record.

59
Q

What happens if you click “Insert and Stay” on a form? (i.e., sys_user.list)

A

It saves the record and keeps it open so that you can work on the “new copy” immediately.

The reason I used sys_user.list rather than the incidents table in this example is because Insert and Stay isn’t available on the incident table.

60
Q

What does the “view_changer” role provide?

A

It allows users to switch their form view. (i.e., “Default View” to “itil”). This doesn’t effect the views of other users.

61
Q

What does the “Personalize Form” button do?

A

That cool level button at top of form

When the form personalization feature feature is activated, users with the “itil” or “personalize_form” role can personalize which fields appear on a specific form view according to their individual preferences. These changes don’t effect other users.

62
Q

What is the purpose of, and how do you access “Form Templates”?

A

They allow you to quickly set form field values commonly used together all at once.

Click “More Options” (Ellipse) at top of form -> Toggle Template Bar -> Available templates populate at bottom of form.

63
Q

Is there a special role required to access “Form Templates”?

A

No, there isn’t a special role required to access form template or create them, but the ability to configure or apply templates created by others depends on user access controls within the template.

64
Q

Describe the “Form Design(er)” in ServiceNow and what role is required to access it.

A

It’s the graphical interface for configuring forms.

The “admin” or “personalize_form” role is required to utilize it.

65
Q

Define “Field Types” in the context of forms.

A

Field types are used to determine the appropriate data type for field/form function.

66
Q

Define “Field Name” in the context of forms.

A

used to identify a field on a table.

67
Q

Define “Field Value” in the context of forms.

A

the displayed value of a field on a table.

68
Q

Describe the “Form Layout” in ServiceNow?

A

It is similar to “Form Design” - used to customize forms, but (unlike Form Design) allows Dot-Walking to find fields from related tables.

69
Q

Navigation: How do you access “Form Design”, “Form Layout” and “Related Lists”?

A

Form Context Menu -> Configure -> Select one of the 3

70
Q

What can an admin user configure regarding System (Instance itself) Branding?

A

Configure variables for:
-colors
-shapes
-fonts

Aspects of user experience:
-navigator background / text colors
-system date/time formatting
-banner image/text/colors
-browser tab title

71
Q

Navigation: Where do you go to configure Service Portal Branding?

A

Service Portal -> Service Portal Configuration

Click “Branding Editor”

72
Q

Navigation: Where do you go to configure the System (Instance itself)

A

System Properties -> Basic Configuration

OR

System Properties -> Basic Configuration UI16

73
Q

What Branding Features are NOT configurable?

A

-Navigator Position
-Navigator Responses

74
Q

Define a task in ServiceNow.

A

A “task” is any record that can be assigned or completed by a user in ServiceNow. Tasks can be created, notified through workflows, and assigned to specific users or user groups.

75
Q

What is the power (and value) of tasks?

A

they are repeatable processes across the enterprise.

76
Q

What is the significance of the Task table in ServiceNow?

A

It’s a core table that provides standard fields like “Created by” and “Due date” to other tables, such as “Incident”, “Problem”, and “Change Request”. *These tables extend the “Task” table.

77
Q

Describe the “special” field in the Incident Table.

A

The Incident Table has a “Resolution Code” field, which is used to categorize the way that an incident was resolved. This additional information is used for reporting purposes.

(I.e., “Closed Permenantly”, “Workaround”, etc).

78
Q

What are the unique fields in the Problem Table?

A

It includes fields specific to Problem Management, like Root Cause and Workaround, used for publishing information for the Service Desk.

79
Q

What is the specific field in the Change Request Table?

A

It has an “Implementation Plan” field detailing the steps to be followed for implementing a change.

80
Q

What are Approvals in SericeNow Task Management?

A

Approvals can be generated to a list of Approvers, either manually or automatically, based on approval rules. They can be integrated into workflows OR be a standalone.

81
Q

Describe Assignment Rules in ServiceNow.

A

These rules automatically assign tasks to users or groups, setting values in the “Assigned to” and “Assignment group” fields of a task record.

82
Q

Navigation: How do you access Assignment Rules?

A

System Policy -> Rules -> Assignment

82
Q

Navigation: How do you access Assignment Rules?

A

System Policy -> Rules -> Assignment

83
Q

What is the (3) criteria for an assignment rule to execute in ServiceNow?

A

1.) Task record has been created (or modified) and SAVED on a form.

2) Task record is unassigned (no values in “Assigned to” or “Assignment Group”)

3) The assignment rule is the first one matching the table and conditions. If multiple rules match, the one with the lowest “Order” value executes.

84
Q

What are Assignment Lookup Rules in ServiceNow?

A

They apply only to incident records and have fewer options than regular assignment rules.

85
Q

Navigation: How do you access Assignment Lookup Rules?

A

System Policy -> Rules -> Assignment Lookup Rules

86
Q

How does Predictive Intelligence work in ServiceNow?

A

It uses machine-learning algorithms to populate fields like Category, Service, Priority, Assignment group, and Assigned to based on values entered in the short description.

87
Q

What is the purpose of Service Level Agreements in ServiceNow?

A

They track the amount of time a task has been open to ensure tasks are completed within an allotted time frame.

88
Q

Describe inactivity monitors in ServiceNow.

A

They notify users when tasks have been untouched for a predefined period, ensuring tasks don’t fall by the wayside.

89
Q

What is the purpose of Workflow processes in ServiceNow?

A

They are specified by System Admins, and apply automated processes to tasks meeting certain conditions.

90
Q

What are the four steps to assign tasks in ServiceNow?

A
  1. Add users to groups
  2. Apply roles to groups
  3. Assign tasks to groups
  4. Assign tasks to users
91
Q

How do groups work in ServiceNow?

A

Groups identify subsets of users with a common purpose. A user can belong to multiple groups, and all users in a group inherit the group’s roles.

92
Q

Describe the (6) collaboration methods in ServiceNow.

A

1) User Presence: synchronous collaboration within a record.
2) Real-time Editing: Allows simultaneous edits with real-time visibility.
3) Notes Tab: Communicate and document tasks activities.
4) Activity Stream: Monitor incoming information from callers or other people working on the task.
5) Work Notes: Visible only to task workers.
6) Activity: Read-Only record entry for updates (automatic).

93
Q

What is the primary function of Visual Task Boards (VTBs) in ServiceNow?

A

They allow you to manage tasks using a visual, drag-and-drop interface.

94
Q

How do VTBs help in identifying process inefficiencies?

A

They enable users to identify process bottlenecks at a glance.

95
Q

How do VTBs assist in tracking task activities?

A

They allow users to track activity and view updates all in one centralized place.

96
Q

What are the (4) common features of VTBs?

A

1) Cards
2) Lanes
3) Quick Panel
4) Taskboard Tools

97
Q

Describe the behavior of a Guided Task Board.

A

When moving a card from the “In Progress” LANE to the “Resolved” lane, the Incident State updates automatically.

98
Q

What are the (3) types of VTBs?

A

1) Guided
2) Flexible
3) Freeform

99
Q

Describe the Guided VTBs.

A

They’re created from a list, lane changes update tasks.

100
Q

Describe Flexible VTBs.

A

They’re created from a list, lane changes DO NOT update tasks.

100
Q

Describe Freeform VTBs.

A

Act as a personal organizer to manage individual taks, lane changes DO NOT update tasks.

100
Q

Navigation: How do you access Assignment Rules?

A

System Policy -> Rules -> Assignment

ServiceNow CSA (7 decks)

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