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ServiceNow > MISC-ALL > Flashcards

MISC-ALL Flashcards

1
Q

Where are instances hosted? elaborate

A

Instances are hosted in data centers which are installed in pairs

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2
Q

What is serviceNow built on?

A

Service now is built from the ground up with ITIL version 3 as a blueprint

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3
Q

What is ServiceNow?

A

A cloud based computing model that provides the infrastructure needed to develop, run, and manage applications.

ServiceNow provides a single system of record through one user interface for all the organization’s activities that make use of the system.

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4
Q

What are some of things ServiceNow is capable of doing?

A

data collection, storage, workflow automation and reporting.

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5
Q

what does an instance contain?

A

Data, applications and customizations reside in a unique software stack called an instance.

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6
Q

What is ITIL 3 ?

A

ITIL v3 is the third version of the Information Technology Infrastructure Library, a globally recognized collection of best practices for managing information technology

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7
Q

What does an admin have access to?

A

All system features, functions and data.

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8
Q

What do ITIL service desk technicians do?

A

Carry out tasks related to incidents, problems, and changes.

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9
Q

Each role has a customized homepage. Who can configure these customizations?

A

System admin as well as individual users.

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10
Q

What is the ITIL users job?

A

To resolve incidents

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11
Q

What is connect chat?

A

A real time messaging tool that enables you to chat with individuals and groups, quickly share files and collaborate on records in the system.

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12
Q

What can a user do with system settings?

A

Users can personalize the user interface for themselves in each of these categories without affecting other users

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13
Q

What is a service catalog?

A

A collection of products and services, organized by categories in one location

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14
Q

Whitelisting?

A

Whitelist a range of IP addresses to allow us to interact with services outside our company firewall.

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15
Q

What is a stage field?

A

The stage field lists and tracks the status of the tasks in the request fulfillment workflow.

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16
Q

Where can your ordered items be tracked?

A

The requested items module.

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17
Q

Process of reporting an issue

A

Service catalog - > “How can we help you” – > “report an issue” / “Create and incident”/ “Report performance problem”/ “Report outage”

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18
Q

Can you report and track issues with Service Portal?

A

Yes

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19
Q

Can you track your open incidents in the ServicePortal homepage?

A

Yes

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20
Q

What happens if you’re viewing an incident at the same time that it is being updated?

A

The updates are displayed dynamically.

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21
Q

A notification is sent to you by default anytime a comment is added to your incident. True or False?

A

True.

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22
Q

What is the best way to share an article?

A

Copy its permalink and paste in an email or another KB article or elsewhere.

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23
Q

Who can Edit or delete knowledge based questions?

A

The question owner and knowledge managers

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24
Q

What are the advantages of the ServiceNow multi-instance architecture?

A
  1. ) You orgs data is truly isolated making hardware and software maintenance on these customer instances easier to perform and issues can be resolved on a customer to customer basis.
  2. ) The multi instance architecture allows us to perform actions on individual customer instance.
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25
Q

Where can you check the real availability of an instance?

A

The HI service portal

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26
Q

What do you use to integrate with single sign on services?

A

SAML 2.0

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27
Q

What does Incident management do?

A

Allow your org to handle unplanned service disruption and restore normal operations.

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28
Q

Problem[application] management ?

A

you can reconcile multiple incidents into a single problem to determine their roots.

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29
Q

Change management?

A

Allows you to reduce risk for changes and affected business services

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30
Q

Users can right click any list and generate graphs. True or False

A

True

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31
Q

Performance analytics?

A

Provide snapshots of data over time

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32
Q

You can add reports and performance analytics on any homepage. True or False

A

True

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33
Q

What is the ServiceNow MID server?

A

facilitates communication and movement of data between the platform and external applications, data and services

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34
Q

How do you back up your custom applications in the cloud?

A

Publish them in the application repository.

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35
Q

What are reference fields?

A

They reference data from another table.

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36
Q

What is a base class?

A

When a table is extended, but is itself not extending another table, it is called a base class. E.g. the Task table is both a parent class and a base class.

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37
Q

A child table does not contain fields that are unique to that child class (apart from inherited fields). True or False

A

False

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38
Q

Each record in the child class exists with the same sys_id in both the child class and the parent class. True or false?

A

True

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39
Q

if a record is deleted in one class, it doesn’t get deleted in the extended or extending tables that contain the same record. True or false

A

False

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40
Q

Tables that exist in the base system are called?

A

Core tables

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41
Q

Why would you add new users in HI ?

A
  1. ) Checking the real availability of your instances over the last 90 days
  2. ) Submitting requests via the service catalog.
  3. ) managing existing incidents, change requests, enhancement requests and problems
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42
Q

HI is also called

A

Customer support portal.

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43
Q

What does “elevate role” do for a system admin ?

A

Grants modification access to high security settings, and the access controls list(ACL).

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44
Q

System settings is where individuals personalize the user interface for themselves. True or false

A

True

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45
Q

Where can global configurations be made by the system admin?

A

The basic configuration in the System Properties application.

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46
Q

Where can an admin change the logo and banner?

A

in “basic configuration” in the System Properties application.

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47
Q

Can we make a filtered list a favorite? if so, how and what else can you add to favorites?

A

Yes. By dragging the breadcrumb into the favorites section in the application navigator. We can do the same with individual records.

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48
Q

What is a list?

A

A list displays records from a data table.

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49
Q

You cannot favorite a list of records with filters applied. True or False?

A

False

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50
Q

You can save a particular filter and access it via the list menu. True or False

A

True

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51
Q

How many levels of list control do context menus provide? and what are they?

A
  1. The list title menu, the list column context menu, the list fields context menu
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52
Q

_________ is a collaboration tool with a special user interface for presenting the tasks in the list

A

The visual task board.

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53
Q

The visual task board is only available on lists of what incidents?

A

Task records, like incident, problem or My work

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54
Q

The ______ option (in a list column context menu) allows you to insert new records or update existing records in a list.

A

Import

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55
Q

With export, you can save all currently displayed records and columns in several formats, what are they?

A

Excel, PDF, CSV

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56
Q

We use _____ to make REST API calls to the instance

A

sys_id

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57
Q

You can configure what to display in the activity list. i.e. if you add ‘Watch list’ to the activity list, you can see any changes to the watch list in the activity list. True or False

A

True

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58
Q

Comments are visible by all users. True or False?

A

True

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59
Q

Work notes are only viewable by

A

The IT team and Admins.

60
Q

What is Incident management?

A

It is the ITSM process aimed at restoring service operation as quickly as possible and minimizing business impact.

61
Q

What are ITIL users often referred as?

A

Actioneers or fulfillers

62
Q

What incident related tasks would an ITIL user preform on a typical day?

A
  • Identification and classification
  • Initial support
  • Investigation and diagnosis
  • Resolution and recovery of the service or workaround
  • Incident closure, ownership, monitoring, tracking, and communication
63
Q

You can attach a related knowledge based article to an incident to help design a solution. True or False

A

True

64
Q

_____ needs to be filled in for an incident to be resolved

A

Resolution information/ Closure information

65
Q

What are SLAs?

A

They are agreements between a customer and service provider that define scope, quality and speed of the services being provided

66
Q

Other than priority what should be considered a factor when deciding what to work on next?

A

SLAs

67
Q

In an emergency, you can create a change request from an incident. True or False

A

True

68
Q

How do you create a problem from an incident?

A

Form menu - > create problem

69
Q

How do you create a change request from an incident?

A

Form menu - > create emergency change

70
Q

What happens when you create a problem from an incident?

A

The (same)incident form changes to a problem form.

71
Q

If an incident is made a problem, where in the incident record can you find the problem details?

A

Related records.

72
Q

In what module can users of the ITIL role find dashboards or incident summaries?

A

Overview

73
Q

Where do you start (step 1) setting up your instance? i.e. branding your instance? i.e. banner image, caption etc

A

Basic configuration

74
Q

What the step 2 of setting up your instance and how do you do this?

A

enable inbound and outbound email. You can access this in the email properties module in the System Properties application

75
Q

What the step 3 of setting up your instance and how do you do this?

A

Customize the log in/Welcome page. You can do this via the “Welcome page Content” in the System UI application. You can also access the ITSM guided setup to help you setup your instance.

76
Q

How do you control what modules are accessed by your organization ?

A

System definition > Application menus > Form page > list of modules> set to false.

77
Q

How do you make applications accessible to specific roles? i.e. assign roles to applications

A

System definition > Application menus > Roles > assign

Same goes for modules.

78
Q

How are applications arranged in the application navigator? and how can we change them?

A

They are arranged by their order number.
We can access them by,

System definition > Application menus > changes the order number from the list menu.

79
Q

Configuration item fields you just add to a form view are not editable by default. True or False

A

False

80
Q

How do you make a field value default? i.e. Category is Hardware by default.

A

Configure>Form Design > click the gear icon > set default to “Hardware”

81
Q

What do you add to a form to provide additional information or instructions to users

A

Annotations

82
Q

What is a complex form element that can display items related to the current record. i.e. attached knowledge formatter, etc

A

A Formatter

83
Q

How do you add related lists?

A

Configure> related lists

84
Q

Where do IT staff monitor important information about data in the system ? i.e. summary information that is visualized?

A

Overview

85
Q

Users with what roles can edit widgets in an overview page?

A

Admins

86
Q

What are business rules?

A

Business rules provide business logic to automate processes in your servicenow instance.

87
Q

Most business rules run before or after a user submits or updates a form. True or False.

A

True.

88
Q

What are 3 properties of a business rule?

A
  • Automatically propagate to child tables.
  • Business rules can also reach fields of reference tables.
  • Allow running arbitrary server side scripts
89
Q

Describe on Insert

A

Runs only once when the record is initially created

90
Q

Describe on update

A

Runs each time the record updates.

91
Q

Describe insert and update

A

Runs when the record is initially created, and each time the record updates.

92
Q

How do you find existing Business rules ?

A

System Definition > Business Rules

93
Q

What are inbound email action?

A

Actions the system takes in response to messages from users.

94
Q

What do inbound email actions let users do?

A

Creating or updating an incident or change request.

95
Q

Who controls what the system looks for in each message and the actions the system takes in response?

A

System admin

96
Q

Where can you see these automated system actions? (inbound actions)

A

System policy > Email > inbound actions

97
Q

How does a system admin see a list of catalog items?

A

Service catalog > Catalog definitions > Maintain items

98
Q

What are record producers?

A

The simplified incident forms that an end user fills to report an issue via

Service Catalog > Can we help you? > Report an Issue

They are a type of catalog item allowing users to create a record, such as an incident record, using a simplified form

99
Q

How do you see the list of record producers?

A

Service Catalog > Catalog definitions > Record Producers

100
Q

What is the one difference between catalog_admins and admins when it comes to Service catalogs?

A

catalog_admins can manage all aspects of the Service Catalog application, just like the system admin, but they can’t do scripting functions

101
Q

What can Catalog managers do?

A

They can edit and update service catalog categories and items as well as assign catalog editors or assign a catalog to a different manager

102
Q

Difference between catalog editors and catalog managers?

A

Same except catalog editors cannot reassign the catalog manager.

103
Q

What roles can create and configure categories in any service catalog and add items into them?

A

Admin and catalog admins.

Catalog managers and catalog editors can also do this but only within the catalogs to which they are assigned.

104
Q

How does an admin manage service catalogs categories?

A

Service catalog > Catalog definitions > Maintain catalogs

105
Q

It is best practice to space order numbers far apart. True or False

A

True

106
Q

What application do Record producers belong to ?

A

Service Catalog

107
Q

Variables vs Templates

A

Variables are used to collect input from the user.

Templates assign static values to all records generated by this record producer.

108
Q

What does “Map to field” do?

A

It causes the variable value to be saved in a specific field of the record.

109
Q

Workflow vs Execution plan?

A

Execution plans enable you to define simple linear processes consisting of a set of tasks.

Workflows are for non-linear, more complex processes.

110
Q

Who can create execution plans?

A

Admins and Catalog admins.

111
Q

How do you create an Execution plan

A

Service Catalog > Catalog Administration > Execution Plans

112
Q

What workflow activity do approval and rejection belong to ?

A

Set Values

113
Q

Explain the differences between the 2 types of sources used to create reports? i.e. Table and data source(a.k.a report source)

A

If using a table, the report creator must provide all the conditions for each report. This cannot be reused in other reports.

A data source - defines a standard set of conditions for querying a particular table, which can be re-used in other reports.

114
Q

What are client scripts?

A

Typically used to tailor forms to the current user and conditions.

115
Q

Client scripts control forms and their fields and values through an api called?

A

GlideForm

116
Q

How do you add annotations?

A

Form Design > drag and drop

117
Q

What are variable sets?

A

In a variable set, we define the variables once(an insurance checkbox, 1tb Hd, etc) and then we can add them to any number of items that can share that variable. This will prevent re-ordering the same item.

118
Q

Phases of a knowledge article?

A

Draft-> Review-> Publish-> Retire

119
Q

Anyone can access ESS. True or False

A

True

120
Q

_____ module is used to send information about your machine to the help desk

A

Help the help desk

121
Q

Where can the Visual task boards module be found?

A

Self- Service.

122
Q

Where can we find the ESS record?

A

Content management > Sites

123
Q

The Collaborate application is a ___

A

social networking application with live feeds, tags, etc.

124
Q

What do you do if you want to see a number of system statistics, including the system version?

A

Type “stats.do” in the app navigator

125
Q

What is the Service now HI portal used for?

A

Manage instances - request upgrades, request clones, create incidents, etc

126
Q

How would an admin upgrade an instance?

A

Make a request through the ServiceNow HI Portal

127
Q

Only admins can see the response time indication(timer). True or False

A

True

128
Q

Where can we access the file attachment settings, file attachment size, remember me checkbox(for login), etc?

A

System properties > Security

129
Q

What is a workflow?

A

Visual representation of a defined process.

130
Q

A workflow instance is called a _____

A

Context

131
Q

Workflows in the published state can still be modified. True or False?

A

False.

132
Q

You must ______ a published workflow to make changes to it

A

Checkout

133
Q

______ option catches any errors in the workflow.

A

Validate workflow

134
Q

Where can you find and create workflows?

A

Workflow editor

135
Q

Where can you find all instances of a workflow?

A

All contexts

136
Q

What are import sets?

A

Import sets provide a way to import data into a staging table and then transform or cleanse the data before it is stored in a desired target table.

137
Q

What do transform maps do?

A

They map data from its source table to its target table.

138
Q

Client scripts run on:

A

Load, Cell Edit, Change, Submits

139
Q

SLAs consist of what conditions?

A

Start, pause, stop, reset

140
Q

When do Business rules run, and on what database actions?

A

before, after, async, display.

Insert, update, query, delete.

141
Q

Typically, you should use query for ‘After’ business rules. True or False

A

False

142
Q

What are the 3 types of changes which co-relate to three separate workflows?

A

Routine change, emergency change, comprehensive change.

143
Q

What can you do with the Risk conditions module?

A

This is where the values calculated by the risk functions are defined.

144
Q

What is a configuration item? (CI)

A

A configuration item is any component that needs to be managed in order to deliver an IT service.

145
Q

What is created when a user requests an item in the service catalog?

A

A Parent request record and then for every subsequent item, a “request item record”

146
Q

During transform, the system uses the ______ rather than the _____ to map data.

A

Values, labels

147
Q

What are gauges?

A

Lists or reports on the homepage.

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