Exam Preparation Flashcards
Displays a set of records from a table
List
User criteria definitons
canRead
cantRead
canContribute
cantContribute
Icon representing Global Search
Magnifying glass
T/F:
Once a Dependency View Map is expanded, it cannot be collapsed
False
Quickest way to review a recently viewed
History tab
Minimum number of roles required to contribute knowledge content
1
Sections of the Reports page
My Reports
Group
Global
All
Icon used to copy report URL to clipboard
Copy report link
T/F:
The banner image and text can be changed, but not the color
False
Navigate to edit catalog item
Service Catalog > Maintain Items
Navigate here to view the Transaction Log
System Logs > Transactions
T/F:
Service Catalog variables are flagged as Global by default
True
Short cut for User table
[sys_user]
Used to track and aggregate date over time
Performance Analytics
T/F:
Emplyee Self Service (ESS) has a role
False
ACL rule that applies to only one field on a record
[table.field]
Collection of modules
Applications
T/F:
Dragging a record or breadscrumbs of a filtered list to the Favorites tab creates a Favorite
True
T/F:
Related list do not have a size limit
True
3 provided workflow types
IT
Customer
Employee
Clicking this returns you to the ServiceNow Home Page
Logo
Provides the entire history of a record
Activities
Enable setting mandatory and read-only states for fields
Data policy
Used to start the creation of an application
Guided Application Creator
Workflow automation blocks
Activities
Set of conditions to see exact subset of data desired
Filter
Best way to share knowledge article with another user
A permalink
Two things created by default when a new table is created
Application Menu - singular
Module - plural
Navigate to create assignment rule
System Policy > Rules > Assignment
Areas of the Workflow Editor
Canvas Tabs
Title Bar
Canvas
Palette Tabs
Menu that provides options to view, configure, create favs and save form data
Form Context Menu
Control Menu that allows assigning tags
Record Control Menu
Required for responsive dashboard
Performance Analytics plugin
Where users set their notification subscription preferences
System settings
Useful when reviewing form performance
Response Time Indicator
T/F:
An unpublished workflow can be started
False
Unique system identifier
sys_id
Generates a task record
Record producer
T/F:
Use a workflow to automate repeatable process
True
Navigate to choose a records field values to include an email notification
Select Variables
Protects applications by identifying and restricting access to files and data
Application Scoping
Involved in all Service Management process
CMDB
Typical cause of many incidents
Failed changes
Easy-to-use self-service portal for users
Service Portal
SLA for supplier management
Underpinning Contract (UC)
T/F:
Admins can override Access Controls
True
Collection of permissions
Role
A virtual representation of activities and their sequential steps
Workflow
Table for REQ#
sc_request
ServiceNow’s core tables
task and cmdb_ci
Approvers only role
approver_user
Coalesce configuration where duplicate records are created
No coleasce
How the service catalog is organized for an end user
Categories and Subcategories
T/F:
There can only be one active version of a workflow
True
3 ways that access control rules can be defined
Roles
Conditional Expressions
Scripts
SLA
Service Level Agreement
Used to create or modify reports
Report Designer
T/F:
By default, Performance Analytics is enabled for the Problem table
False, it is enabled for the INC table
Filter Navigator tabs
All Applications
Favorites
Your Story
Report Designer phase where user can select color scheme
Style
Organization of Knowledge content
Knowledge Base & Category
Featured Content
Most Useful
Most Viewed
3 things a Virtual Agent helps a user do
Obtain info
Make decisions
Perform common work tasks
Connect activities in a workflow
Transactions
Supported devices to access ServiceNow
Laptop Desktop Smartphone Tablet Apple Watch
Navigate here to create a new relation ship rule
Configuration > Suggested Relation Ships
Tab that contains a task’s Activity Stream
Notes
Computers, network switches, apps, business services are examples
Configurations Items (CIs)
IDE-interface used by developers to create custom apps
Studio
Grouping of catalog items that generate several things with a single request
Order Guide
Common Variable types (5 examples)
Multiple choice Selectbox Single Line Text Reference Checkbox
Navigate here to update branding
System Properties > Basic Configuration U16
Typically assigned to and responsible for knowledge bases
Knowledge Manager
Graphically displays a CI and the business services it is a part of and supports
Dependency View
ITSM
Information Technology Service Management
Used to indicate mandatory fields
Asterisks
Show Workflow progress
Stages
What ServiceNow releases are named after
World cities
T/F:
Navigator position and responses are configurable
False
Sharing menu options on the reports page
Share Schedule Add to Dashboard Export PDF Publish
Used to help select reasonable relationships between configuration items
Use suggested relationships checkbox
Application to view and analyze data
Reports
The Application Navigator contains a list of what
Aplications and modules
3 Tier one tasks offered by the Virtual Agent
Answering FAQs
Diagnostics
Providing How-tos
Where to navigate to view the tables not included in the cloning process
System Clone > Clone Definition > Exclude Tables
Elevate to this role for high security settings
security_admin
T/F:
User a workflow to do a simple discrete record changes
False
T/F:
Dashboards are set as resposive by default
False
UI component of left side of page that is based on your role and permissions
Application Navigator
Syntaxt for naming events
[table.event]
3 types of Access Control Rules
table. None
table. Field
table. *
Used to put context menus, buttons and links on forms and lists
UI Actions
Processing order of record ACL
most specific to most general
3 field attributes a UI policy can change on a form
Visibility
Mandatory
Read-only
SLA Workflow designed to be used over and over
Default
LDAP
Lightweight Directory Access protocol
3 permissions types that can be configurated in an access control rules
Roles
Conditions
Script
URL for useful resources and information produced by ServiceNow
docs.servicenow.com
Adds questions and choices to a service catalog item
Variables
Allow users to display lists in a variety of ways
Views
Timing required for “No Upgrade” requests
at least 5 business days before a pending upgrade
Navigate here to review flagged articles
Knowledge > Articles > All Flagged
Base instance Knowledge Workflows
Approval Publish
Instant Publish
Instant Retire
Retire Knowledge
Knowledge Workflow that moves article to retired state
Knowledge - retire knowledge
T/F:
UI and Data policies are used for security
False
T/F:
Knowledge bases are limited to 256 subcategories
False
RITM
Requested Item Number
Three key tabs used when creating notifications
When to send
Who will recieve
What it will contain
ServiceNow’s founder
Fred Luddy
Output of Record Producer
Record added or modified in the database
Controls the publishing and retirement processes for Knowledge articles
Workflows
Published model of the Workflow
Version
Three benefits of branding your instance
Accelerate adoptions
Shared Identity
Gain trusts
Multiple related request items group together as one
Order Guide
Three steps for importing data from a source to a target table
Load data
Create transform map
Run transform
Gets the sys_id of the current user
gs.getUserID();
Five report sharing options
Publish Export as PDF Add to dashboard Schedule Share
Oder access controls are evaluated
Table -> Field
CIs that feed data into another
upstream
Elevated role required to modify access control rules
security_admin
T/F:
Instead of creating new reports it is recommended to edit existing ones
True
*
Wildcard symbol
An app that enables users to submit incidents and requests from anywhere
Now Mobile
T/F:
You can coalesce on multiple fields
True
Method (action) to access more actions on a field
Right click it
T/F:
Remove obsolete data after importing into ServiceNow
False
Tool used to determine field relationships between import set and existing table
Transform map
Log records indicating something notable happed in the system
Event
A record of an instance’s browser activity
Transaction Log
Selecting the star next to an app or module does what?
Adds to favorite
A series of customizations that can be moved to another instances
Update set
CMDB
Configuration Management Database
Security rules that restrict access on tables and fields
ACL
Clicking this in edit reports saves a new copy and returns to the list page
Insert
Navigate here to locate active tasks assigned to yourself
Service Desk > My work
KPI
Key Performance Indicator
ServiceNow’s real-time messaging tool
Connect Chat
Four sections of the Report Designer
Data
Type
Configure
Style
Used to transition from activity to activity in a workflow
Conditions
Where to manage notification subscriptions
Notifications tab
Icon uder Filter Navigator used to view every application
All applications
Feature used to manage which notifications a user recieve
Subscriptions
Building blocks of the Service Catalog
Items
Generated from Order Now in the Service Catalog
REQ > RITM > SCTASK
T/F:
Instances are isolated and cannot communicate with each other
False
Not captured in an update set
Data records
Homepages
Technical name for text message
Short Message Service (SMS)
T/F:
The subscription Based Notification plugin is installed by default
True
Used to evaluate and measure the effictivness of IT
Metrics
UI
User Interface
Summary of the filter conditions applied to a list
Breadcrumbs
Two modules to create a new table
Table&Columns
Tables
Who a report is shared with by default
Report creator
Method to edit a lists field values without opening the form
List editor
aPaaS
Application Platform as Service
Examples of Content Frame interface types
Homepage List Form Dashboard Map Timeline
Event record must be ____ to be used
Registered
Navigate here to set the prefix or number of digits for a table’s record number
System Definition > Number Maintenance
Specifies the data relationships between the import set and the target table
Transform map
T/F:
A user on the Available For and Not available For lists can access an item
False
T/F:
Setting assignment group based solely on Subcatory with = None is best practice of assignment rules
False
Coalesce configurations
Single-field
Multiple-field
Conditional
No coalesce
Best practice for role management
Create users, assign users to group, apply roles to group
ESS
Eployee Self Service
Allows user to create edit view informational articles in a centralized location
Knowledge Management
Modules commonly used by an admin
Security
Access Control
High security settings
T/F:
System tables are restricted from the reporting module
True
Personalize List Columns choices
Add
Remove
Rearrange
Reset Defaults
T/F:
A knowledge base can get a populated with articles via a defined knowledge email address
False
Used to add a field from another table
dot-walking
Represented by a column
Field
Top of every page, containing the logo, logged-in user, global search, help
Banner Frame
Three level of list control
List title menu
List fields context menu
List column context menu
Used to create configuration item relationships
Add CI relationship, from Related Items toolbar on CI Configuration form
Navigate here to show or hide fields on a form’s view
Configure > Form layout
Modular unit of variables shared amongst service catalog items
Variable set
Syntax for doing a “does not equal” search
!=
Quickest way to update a field on multiple records with the same value
List editor
T/F:
Work Notes are not visible by customers
True
Common field types
String Choice True/False Date/Time Reference
Runs when a record is displayed, inserted, updated, deleted or a table is queried
Business rules
Dials, donuts, bar charts, pivot tables are examples
Reports
Performance Analytics predefined elements
Indicators
Data collection jobs
Socrecards
Dashboards
Important SLA fields
SLA Conditions
Duration Type
Schedule
Timezone
Left and right sections of the Slushbucket
Available and Selected
QPP
Quarterly Patching Program
Maximum number of characters in a single-line text field
254
An ordering system for department’s products and services
Service Catalog
T/F:
Multiple tasks can be produced from a single Requested Item
True
Navigate here to modify an existing report
Reports > View/Run
Three ways to leave feedback about a knowledge article
Leave comment, Give rating, Mark as helpful
Three ways notifications occur
Email
SMS
Meeting invitation
T/F:
Business rules monitor from fields
False
A box icon with an arrow at the top poiting up
Sharing Menu
Must be done before a workflow can be edited
Checked out
Navigate here to report an Inicident on the service portal
Can We Help You? Category in the Service Catalog
Used to create and share a story with data
Dashboard
Programming language used in ServiceNow development
JavaScript
T/F:
CI can be tangible or intangible
True
Three things created when a catalog item is oreder
REQ
RITM
SCTASK
User criteria where users can read, create, and modify KB articles
canContribute
Where UI policies run
client side
Views on Configuration Item that can be toggled
Dashboard and Form
Best option for sharing a report
Share the report
Chart that contains both bar and line graph
Pareto chart
T/F:
Customers can view Additional Comments
True
Common interface features of a list
Title bar
Filters&Breadscrumbs
Column Headings & Search Fields
T/F:
Only unpublished workflows are captured in US
False
SLA table
contract_sla
Steps to comming an update set
Retrive
Preview
Commit
Default sort fields for a list displayed for the first time
Order
number
name
the table’s display field
Return applications sections and modules containing word typed
Navigation filter
Granted for non-admins to develop applications
Delegated Development
Workflow states
Checked out
Unpublished
Published
Created when a table in the CMDB is extended
New relationship rule
Selected to impersonate another user
User menu
Three attributes of a field
Name
Label
Value
Key SLA components
Definitions Task Workflow Automation Conditions Script include
Search feature to narrow down results
Wildcard Characters
Tool that automatically popilates CMDB with user’s Windows computer info
Help the Help Desk
T/F:
Data policies are Server Side only
False, both
Placeholder that renders as link to an incident record
${URI_REF}
Text label that make it easier to group and organize records
Tags
Allows one to update existing Target Table records when importing data from an import set
Coalesce
table of RITM#
sc_req_item
Key CMDB tables
cmdb_ci and cmdb_rel_ci
T/F:
ServiceNow uses a single system of record
True
Four ways Client Scripts can execute
onLoad
onSubmit
onCellEdit
onChange
T/F:
Publishing a report makes it available to users outside of ServiceNow
True
T/F:
Limiting the size of Import Sets is recommended
True
Base platform Formatters
Activity Process Flow Parent Breadcrumbs Approval Summarizer CI Relations
Major workflow components
Activites
Conditions
Stages
Simplifies the process of submitting new records by pre-populating fields
Templates
How list v3 is enabled
Plugin
Ordering multiple items for a new user with a single request is an example
Order Guide
Used for tracking tasks and projects
Timeline
T/F:
ServiceNow uses a single tenant architecture
True
GUI designed for support agents that puts multiple tools on one page
Workspace
Role table
sys_user_role
Field used to communicate a record’s progress with its requestor
Additional comments
Icon that resembles a heartbeat
Activity Stream
T/F:
Tasks can only be performed once
False
Workflows called from other workflows
subflows
Where to view all the upgrades made to an instances
System Diagnostics > Upgrade History
T/F:
Data is captured in an Update Set
False
Navigate here to view a Dependency View Map
Dependency Views > View Map
Two options to define a Service Catalog item’s fulfillment process
Flow
Workflow
Role required to make tags viewable to everyone
admin or tags_admin
Allows users to post and answer other user’s questions
Social Q&A
T/F:
Serveral user criteria records can be applied to a single catalog item
True
Table that extends another table
Child
CI
Configuration Item
Provide additional functionality when activated
Plugins
T/F:
Flow Designer actions can be contained in a spoke
True
“is, is not, contains, is one of etc.” are examples of
Filter Operations
A table which is extended, but itself is not extending another table
Base table
ServiceNow’s database
MySQL
Can trigger an email to the requestor when their Incident is submitted
Business Rule
Contains all of the access control rules for an instance
ACL
Role required to access Reports > Administration > Properties
admin
Displays fields from one record in a table
Form
Three things a catalog adminstrator can manage
Catalog Items
Catalogs
Categories
Perfomance components
Application server
Network
Browser
Cache
T/F:
The highest number in the Order field displays first
False
T/F:
Update sets can be merged
True
Collection of permissions used to gran access and sign security
Role
Role required to managed all aspects of import sets
admin or import_admin
Displays actions to create quick reports, configure lists and export data
Column Context Menu
Key UI components
Banner Frame
Application Navigator
Content Frame
This feature shows real-time record activity, like who is viewing or editing
Presence
aka Filter Conditions
Breadcrumbs
T/F:
It is best practice to use single, large update sets
False
Allows a user to submit a feedback about an article to Knowledge Manager
Flagging
Knowledge Management Service Portal item that displays highest percent of articles marked helpful
Most useful
Task SLA does not reach certain contion in alloted time
Breached
An access control at the column-level restricts access to what
The field
Request + Response = ?
Round trip
Line, Column, Area, and Spline are examples of this report type
Time Series
Dependency View maps are based on
D3 and Angular
Navigate here to set configurable properties for the SLA Engine
Serivice Level Management > Properties > SLA Enginge
A graphical way to display work using cards and lanes
Visual Task Board (VTB)
OLA
Operational Level Agreement
Provides a guide for mapping a moving data
Transform map
Instructs a field’s behavior when UI policy is triggered
UI Policy
Three flow designer triggers
Application
Record
Schedule-based
Choose which fields to appear on a form accoring to own preferences
Personalize Form
T/F:
BR are real-time
False
Database contains
tables
T/F:
Global search is case sensitive
False
Used to view active, pending issues for a CI in Dependency View Map
Icons and Glyphs
Two visualization reports generated from a list of records
Pie chart
Bar chart
Major components of the Service Catalog
Items Record producers Variables Variable Sets Workflows
Walks one thought the suggested steps to configure their instance
Guided Setup
Provides an easy, declarative way of defining metrics
Metric Definition plugin
T/F:
Personalize List Columns modifies a list for everyone
False
Dynamic category for five most ordered items
Top Requests
Main way to interact with data and applications
Now Platform UI
Suffix added to instace URL to emulate mobile on a desktop
/$m.do
Navigate here for Catalog Items
Service Catalog > Catalog
Definitions > Maintain items
Common chart to demonstrate the 80/20 rule
Pareto chart
Table for Catalog Tasks
sc_task
Tool to quickly find applications and modules
Filter Navigator
T/F:
Wilder rules increase the number of rules required to control access
False
Where data is entered
Fields
Represented by a row
Record
Where users access the service catalog form the service portal
Under request something
Role required to view work notes
itil
Tables table
sys_db_object
Syntaxt for doing a “Starts with” search
[text]%
Button used to customize the homepage
Add content
T/F:
Mandatory fields can be hidden when personalizing a form
False
Users sharing a coomon purpose
Group
Determines the squence of variables presented
Order field
T/F:
Upgrades can be performed on individual instances
True
ITIL
Information Technology Infrastructure Library
Provide different levels of controls for a list
Context menus
Needed for all workflows
Begin and End
Link to revert to the classic reporting interface
Switch to classic UI
T/F:
Flow Designer requires scripting experience
False
Role required by non-administrators to create KB
knowledge_admin
Where to navigate to see a list all configuration items
Configuration > Base Items > All
A graphical representation of the relation ship of other tables to a specific one
Schema Map
Implements most security settings
ACL
An indication that something has occurred
Event
Three mail notification cofiguration tabs
What
When
Who
Circle icon containing a lovercase i
Reference Icon
Reports created by and only visible to be
My Reports
Users added here recieve notification when Additional Comments are netered
Watch list
A staging area for imported records
Import Set Table
Selected to personalize system settings
Gear icon
T/F:
Running a report automatically save it
False
Maximum number of records recommended for an Update Set
100
Used to determine who can read or contribute in a knowledge base
User Criteria
Contains the definition for every column on each table
Dictionary
CRUD
Create
Read
Update
Delete
Tabs on a catalog item’s related links sections for applying user criteria
Available for
Not Available for
SLA Conditions (states)
Start Pause Stop Cancel Resume Reset
Tool to help map import set and target table fields
Mapping Assist Utility
Shows records that have a releation ship to the current record
Related lists
Navigate here to cusomize banner image, text, colors
System properties > Basic configuration UI16
Icon that toggles Help Sidebar
Question mark
T/F:
Reusing Import set tables is not recommended
False
Three types of VTBs
Free form
Guided boards
Flexible
Shared scratchpad object
g_scratchpad
Report designer phase for defining Group by attitude
Configure
Common Requested Item stages
Waiting for approval Approved Pending Fulfillment Completed
Three parts of filter conditions
Field Operator Value
Roles required to use the Workflow Editor
workflow_admin
workflow_creator
A group of changes that can be moved from one instance to another
Update set
How to trigger a workflow from a Business Rule
startFlow
An Access Control rule that applies to a whole table including its records
table.None
Source of good user content
community.servicenow.com
Three basic WF activities
Approval
Notification
Task
Emulates copy and stays on the form
Insert and stay
SOAP
Simple Object Access Protocol
Used to communicate in real-time with users
Connect Sidebar
Four ways tables can be related to each other
1-*
-
Database Views
Extensions
Navigate here to change the theme
Settings (gear icon) > Theme
Role required to add or remove a list’s columns for all users
admin or personalize_list
T/F:
Multiple users can view or edit same record at the same time
True
Fields that Assignment Rules automatically set a value
Assigned_to
Assignment_group
Provides ability to integrate with 3rd party apps without scripting
IntegrationHub
Tool used to import data and map to ServiceNow tables
Import Set
Tables that exists in the base system
Core tables
Icon under Filter Navigator resembling a start
Favorites
AND, OR, NOT
Operators
Allows a user to login once to gain access to multiple resources
Single Sign-On (SSO)
Icon that resembles this -> o o o
More options
Knowledge articles are grouped by ____
category
Two things that run scripts client-side
UI Policy
Client Script
True or False:
Configuration Items are Tangible, but not Intagible
False
T/F:
Costumer customizations are preserved during an upgrade
True
Text indexing and search enginge used by ServiceNow
Zing
T/F
If a row level and field level rule are in conflict, the fild rule is allowed
False
Reports available to all fulfillers
Global
Displays scores for a single indicator
Scorecards
Great web resource for developers
developer.servicenow.com
Navigate here to see currently defined notifications
System Notification > Email > Notifications
Development, Test, Production are examples
Instances
Set start time same as when incident was created
Retroactive start
