Module 1-3 Study Guide Flashcards
Baseline Implementation
Set of installed applications on a servicenow Instance
Instance
Copy of an environment specific to a customer
Three types of Instance Environments
Production
Non-Production
Developement
Servicenow is a multi-tenant environment? (T/F)
False
Upgrades are made to individual instances (IE: Dev, Non-Prod vs. Prod)
True
Define Configuration
Things that can be done without code
Define Customization
Done when a customer requires additional functionality, and requires coding:
Examples of Customization
Enhancing a portal widget
adding new tables for special billing
Examples of Configuration
Updating lists or categories on a form
Add fields to Forms
Configure List Views
Create a catalog
Tab Naming can be modified to reflect instance type? (T/F)
True - You can modify with names like Dev/Prod etc.
Applications can be activated via (2 areas)
Plugins
ServiceNow Store
Appliation Scoping…
Protects applications by identifying and restricting access to application files and data.
Plugins…
Provide additional optional functionality within ServiceNow instances, like applications, workspaces, demo data
If you want to explore applications before purchasing use a…
Personal Developer Instance
What are the 5 persona types
System Administrator
Specialized Administrator
Process User
Approver
Requester
Can users with admin role impersonate a security_admin?
No -
Process User Definition
Fulfillers, or process users. They are often doing things associated with ITIL best practices. (they go in and respond to requests, and fulfill the needs of users)
Approver Definition
They may have approval processes, but do not require back end access. These users have the “Approver_User” role, but no other roles
Requester Definition
Very little responsibility, usually used like end users, ESS users, Self-Service, etc.
How does the Impersonator role work?
Impersonator roles can be assigned to a user to allow impersonation of other users, excluding admins, for testing and visibility purposes
Users are represented by a record on the….
User [Sys_User] Table
Groups are represented by a record on the…
Group [Sys_User_Group] table
A role is…
Collection of permissions used to grant access to applications, or assign security rights
A role can…
Be assigned to a group, or a single user
Contain other roles
A user can have more than one role (T/F?)
True
Can roles nest within themselves?
Yes, Catalog_Admin for example contains user_criteria_admin, as well as the “Catalog” role
It is best practice to assign roles directly to single users (T/F)
False - It is best practice to assign a role to a group. Managing a one to one relationship for an individual to a role is difficult, if they move roles, are fired etc.
What is the set of applications installed on a ServiceNow Instance before configuration or customization is done?
Baseline Implementation
How do you activate applications and application features
ServiceNow/Applications Store
Plugins
Request from ServiceNow Store
What is a copy of a ServiceNow environment specific to a customer
Instance
How can you explore an application before purchasing?
Try it in a Personal developer instance
Try it in a non-production instance
A list represents….
a set of records from a table within the content frame
Each row represents one…
Record
Each column represents one…
Field
Gear Icon in a list allows you to…
Create a personalized list, or review that personalized list
Personalized lists are visible to all users (T/F)
False - Personalized lists only apply to the logged-in user
Lists in the workspace…
More contemporary, have categories for tasks, then UX List as sub groups
Context Menus provide different views of (3) things
List Controls Menu
Column Options Menu
Record Context Menu* (Right Click a rows cell)
List Controls menu accessed via…
The Hamburger icon, upper left
List Control menu controls…(5)
Filters
Views
Group By
Refresh List
Create Favorite
Which Chart types can be generated from a table?
Bar Chart
Pie Chart
Right clicking an individual cell allows you to…
Quickly SHOW MATCHING to only show incidents with xyz factor
Breadcrumbs allow you to see….
Filters within a table
A filter is…
A set of conditions applied to a table to isolate a subset of data
Filter conditions include
Field
Operator
Value
Filter Conditions Icon (Filter Icon) allows you to
Build upon a breadcrumb to do and/or conditions on fields, operators and values
Logical Operator changes based on the data type in the field
True
How would you build a list to only show high priority incidents?
Create a filter condition where Priority IS One OF (multi select values)
Clicking RUN in a filter Condition…
Will allow the filter to run, and assign to filter breadcrumb. You could then SAVE as a filter for later
List Editor allows…
a field value to be edited in a list without opening the record
3 Steps to complete a list edit -
1) Double click in the empty area of the field for in-line editing
2) Enter the appropriate Values
3) Save the record
To select multiple cells in a list editor
Click the first cell, hold SHIFT, then drag down or up
A VIEW is….
A different version of a list or form that defines which field appear and in what order
Users with ______ or ______ role can add or remove columns (Fields) from a list, or change the order to which the columns appear for ALL USERS
Admin
Personalize_list
To configure a list layout for a table (3 steps)
1) Navigate to the list and ensure you are in the default view
2) Click the column options menu
3) Configure > List Layout
What does “compact rows” do within a personalized list?
Changes the padding of a row, but doesn’t impact anyone else
How can you tell if a list has been personalized?
Dot on the gear menu, you can quickly reset to column defaults to remove personalization
How do you add a list of records to the application menu?
Go to the proper table, create a new module record, then associate it with the correct application menu. (This is meant for everyone to interact with)
Applications in the application menu are…
Records and tables
______ _____ modifies the layout of a list for an individual user
Personalize List
Personalization should be used for ______ _______
Temporary Situations
List Filters in the Workspace….
Same as classic view
What is the list view called in the Workspace?
Service Operations Workspace - Where the list is actually present
To make a list accessible an ______ and a List Applicability must be defined in UI Builder
Audience
Audience is…
A collection of users based on various criteria
List applicatility….
links a list to an audience
What are the sections of a form? (5)
Fields
Sections
Activity Stream
UI Actions
Related Lists
Form Design….
Form Layout…
Looks much like the list view configuration, with a list of available fields and selected field which should show up on a form. This
Related Tables in a form/list view have a ___ icon
+ Icon in Green
Field Types: Reference Field is….
Query that displays records from another table
Field Types: Date/Time Field is….
Populated with the day and time of day of selected date
Field Types: String Field is….
Freely populated using letters, numbers, and special characters
Field Types: ChoiceField is….
Drop down menu with multiple values
Field Types: True/False Field is….
Boolean field that appears as a checkbox
Related Lists are found…
At the bottom of a form, they contain lists of other records and not fields (With a database relationship to the current record)
A form is loaded by searching on a record number in the _____________
Global Text Search, or opening a record in a list
Dot Walking….
Gathers information from a series of tables through reference fields
You Cannot dot-walk to a field using form designer (T/F)
True - Only in Form Layout
A Formatter is…
A visual element that pulls data stored in a column and displays it in a different way (much like the activity stream form)
Reference fields refer to….
Another table, or fields in another table (Magnifying glass)
What kind of field displays as a checkbox in a form?
True/False (Boolean)
How can you identify a choice field
Dropdown arrow (ability to see additional options)
What are the three components of a filter condition?
Field, Operator, Value
What limits a field’s available values?
Dependent field (Subcatagory is dependent upon the category for example)
How do you add a list category to a workspace list?
UI Builder
