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ServiceNow CSA exam > SNOW Practice Questions > Flashcards

SNOW Practice Questions Flashcards

1
Q

What is a Transform Map?

A

A set of field maps that determine the relationships between fields in an Import Set and fields in an existing ServiceNow table. Once defined, existing Transform Maps can be reused for mapping data from an Import Set to a ServiceNow table.

Transform mapping is flexible; the specification can be as simple as having the application auto-match field names from source and destination, or mapping can use advanced logic and leverage the full power of the ServiceNow scripting environment. A single Import Set field can also be mapped to multiple fields on a target table. Any table is a potential destination for transformation of an Import Ser, and any field within a table can serve as a potential destination for transformation from a field within an Import Set.

Automatic Mapping Utility: The simplest mapping method is where all of the field names of the Import Set match the name of the fields on the Target table where the data will be transformed. In this case, simply click Auto Map Matching Fields in the related links in the Table Transform Maps form and confirm proper matching.

Mapping Assist Utility: The Mapping Assist utility provides a visually intuitive environment for specifying mapping between Import Set fields and Target table fields. With the Mapping Assist utility, it is possible to map a single source field (field on an Import Set table) to multiple destination fields (fields on a Target table). if there are any discrepancies in terms of how fields were automatically matched, these can easily be corrected using the Mapping Assist utility. When all fields are matched properly, click Transform in the related links to begin transforming data onto the destination table.

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2
Q

What application is available to all users?

A

Self-Service

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3
Q

Four Workflows

A
  • IT Workflows
  • Employee Workflows
  • Customer Workflows
  • Creator Workflow or build any workflow app
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4
Q

Next Experience Unified Navigation

A

The primary way to interact with the applications and information in a ServiceNow instance. Unified navigation enables users to access content across the instance in a single pane. Notable ServiceNow features include real-time form updates, user presence, and menus for easy access to all applications and modules (‘All’ link), favorites, history, and workspaces.

Other Next Experience Features:

  • Contextual app pill: see where you are in the instance and favorite the current item if desired
  • Global Search: search across your instance to return the results that are most relevant to you
  • Notifications: view and personalize notifications applicable to you based on access and admin configurations
  • Help: access on-demand help when you need it
  • User Menu: personalize your instance and set your user preferences. The Gear icon is now located in the user menu rather than on the banner.

Note: Changes made to Preferences via the User menu (Gear icon) are applicable only to the logged-in user

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5
Q

Now Mobile app

A

Enables employees to submit incidients and requests, manage tasks and access company resources through the Now Mobile App a user can also: (1) upload images and attachments, (2) sign documents, (3) take surveys

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6
Q

Service Portal

A

Provides a user friendly self-service experience by providing access to specific features using widgets. When accessing the portal via the web browser users can: (1) search for articles, catalog items, records (2) submit requests (3) browse the corporate news feed and more

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7
Q

What is a ServiceNow Instance?

A

When you are accessing ServiceNow you are accessing an instance of the platform. An organization can have several instances (e.g., Dev, QA, Test, Prod) and each instance is a single implementation of the ServiceNow platform.

A load balanced instance is a located (hosted) in one of the ServiceNow Data Centers around the world, or for a very, very small percentage of our customers, an instance can be implemented onsite at the customer’s location. Each ServiceNow instance has a unique URL that uses a format similar to https://.service-now.com

ServiceNow utilizes an advanced, multi-instance, single-tenant architecture as the default offering for customers, meaning an instance features an individually isolated database containing data, applications and customizations.

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8
Q

Advantages of multi-instance architecture organized in an instance stack

A
  • The multi-instance architecture allows ServiceNow to perform actions on individual customer instances, such as performing an upgrade, on a schedule that fits the compliance requirements and needs of your enterprise.
  • Data is truly isolated in their own databases, making hardware and software maintenance on these unique customer interfaces far easier to perform and issues can be resolved on a customer-by-customer basis.

Each customer organization receives a minimum of 2 instances of ServiceNow: production and sub-production. They have the ability to obtain additional sub-production instances to be used for User Acceptance Testing (UAT), Review, Development or Quality Assurance (QA).

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9
Q

Various methods users are authenticated

A
  • Local database - user name and password in their user record in the instance database
  • Multi-provider Single Sign-on - allows the selection/use of several identity providers to manage
  • Multifactor - the user must enter a passcode or token in addition to the password. A mobile application, Google Authenticator, on a user mobile device generates the passcode.
  • LDAP - the user name and password configured in a SAML identity provider account, which has a matching user account in the database
  • OAuth 2.0 - the user name and password of OAuth identity provider, which has a matching user account in the database
  • Digest Token - an encrypted digest of the suer name and password in the user record
  • Facebook single sign-on - use Facebook SSO to log in to ServiceNow instances. You can log in with your Facebook credentials similar to any other IDPs
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10
Q

Next Experience: Landing Pages

A

Your landing page is the first thing you see when you log in to your Next Experience instance. Default landing pages may include the following visualizations based on your role and tasks:

  • New and critical tasks
  • lists with task records assigned to you
  • Relevant Performance Analytics and Reporting (PAR) data
  • Approvals that are actionable on the landing page
  • Your open tasks by priority
  • Your favorite items
  • Your open requests

Default landing pages are available in instances that have the Unified Navigation enabled. Note that if you have existing dashboards, landing pages, or logic that have been configured, your current dashboards displays instead of the default Next Experience landing page

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11
Q

What is an Application?

A

A group of modules or pages that provide related information and functionality in an instance. For example, the Incident Application contains modules for creating and viewing incidents. The Configuration Management application contains modules for configuring servers, databases and networks.

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12
Q

Workspaces Menu

A

A list of workspaces you have access to.

This item displays only if you have access to a workspace. If you have access to only one workspace, the name of the workspace you have access to display in the header.

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13
Q

How to navigate directly to a table?

A

.list - displays a list of records in the table
.form - displays a blank form for creating a new record in the table
.config - displays configuration details for that table, including business rules, client scripts, ACLs, etc.

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14
Q

Instance Personalization

A

You can customize the behavior of the Next Experience across your instance by setting global preferences. You can customize the following preference types:

  • Display preferences: allows you to achieve a UI that works for you
  • Accessibility: allows you to set a variety of preferences related to accessibility accommodations
  • Notifications: allows you to set web and email notifications across your instance
  • Workspace: the workspace preferences tile displays only if you have access to a Workspace and the Workspace is in focus.
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15
Q

docs.servicenow.com

A

The official documentation resource for ServiceNow, with content produced by ServiceNow. From features to functionality, and even release notes, this resource should have all the information needed to get the most out of the platform.

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16
Q

community.service.now

A

Similar to the Docs website, in that it provides useful information about the ServiceNow platform. However, where Community really excels is by bringing together actual ServiceNow users to collaborate, share, and produce ideas, content, and even answers to questions you may have.

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17
Q

Users in ServiceNow

A

A user is an individual that has been granted access to your ServiceNow instance. User IDs are unique identifiers for the user’s ServiceNow login user name.

Users can perform the following:

  • Updating records
  • Importing data
  • Implementing flows
  • Approving knowledge content
  • Requesting items
  • Running reports
  • Developing applications

Users are represented by a record on the User table - [sys_user]

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18
Q

Groups in ServiceNow

A

A group is a set of users who share a common purpose. Members of groups perform similar tasks of need access to similar information for various purposes, such as appoving change request, resolving incidents, receiving email notifications, or administering the Service Catalog. Users working in ServiceNow are typically assigned to one or more groups. A group is part of the use hierarchy and a user is part of a group.

A group is represented by a record on the Group table - [sys_user_group]

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19
Q

Roles in ServiceNow

A

A role is a collection of permissions used to:
- Grant access to applications an d other parts of the platform
- Assing security rights
These permissions define which applications a user or group will and will not be able to access within the system and which actions the user will be able to take on records within the applications.

A role can:

  • Be assigned to a group or a single user
  • Contains other roles

A user can have more than one role.
A role defines your capabilities in the application.

NOTE: You cannot delete roles that are assigned to the group from a user record. You must remove the user from the group record. THe admin role provides access to all features and capabilities.

Roles are represented by a record on the Role table - [sys_user_role]

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20
Q

Self-service users

A

Users without any assigned role permissions can still log in to ServiceNow and access common actions, such as viewing a homepage, accessing the Service Catalog, viewing knowledge articles, and taking surveys.

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21
Q

Base System Roles

A

System Administrator (admin): Provides almost all roles and access to all Now Platform features, functions and data (with some exceptions such as HR and Security Operations constraints). Grant this privilege carefully. Users holding the admin role can create and modify user roles as well as impersonate other users.

Specialized Administrator (catalog_admin): Provides users with specialized administrator roles to manage specific functions or applications, such as knowledge base, human resources, reports, and web services.

Approvers (approver_user): Allows users to view or modify approval records directed to them.

ITIL (itil): Can perform standard actions for an ITIL helpdesk technician. Can open, update, close incidents, problems, changes, and configuration management items. By default, only users with the itil role can have tasks assigned to them.

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22
Q

Impersonate a User

A

Users with the admin or impersonator role can impersonate other users for testing purposes.

Not all users can be impersonated. If an admin attempts to impersonate a user with a specialized administrator role for Human Resources or Security Incident Response, they will not be able to access features granted by that role.

TIP: It is recommended to create logins for the following roles to effectively test the system:

  • admin - to do work
  • itil - to test as a process user
  • ess (employee self service) - to test as an end-user

NOTE: Impersonations are logged in the System Log. The sys_property glide.sys.log_impersonations needs to be added and set to true in order to see impersonation logging for interactive sessions.

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23
Q

Elevated Role

A

Elevated roles grant modification access, allowing users to modify the Access Control List (ACLs restrict access to data by requiring users to pass a set of requirements before they can interact with the list). To end the elevated role, you can uncheck the box for the selected role and click Update. The elevated role will also end when you log out.

NOTE: When elevated privileges are activated, the lock icon near the user name will become unlocked.

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24
Q

Viewing Table Data: Lists

A

A list displays a set of records from a table within the content frame.

  • Each row represents one record
  • Each column represents one field

Lists and forms are the most common ways to interact with data. A list displays a set of records form a table. Lists can be filtered and customized to display the information you need.

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25
Q

Context Menus

A

Context menus provide different levels of controls for a given list view:

  • List Control Menu: click the list control icon next to the title of the list to access options related to viewing and filtering the entire article list.
  • Column Options Menu: Hover over column name. An icon with three dots will appear to the right of the column. Click the column options icon in the desired column header to display actions related to that column, such as creating quick reports, configuring the list, and exporting data.
  • Record Context Menu: Right-click in a row’s cell to see a menu with actions related to the values in that cell, such as filtering options, assigning tags, and more.
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26
Q

List Anatomy

A
  • Title Bar: displays the list title and view name as well as search list values. The filter icon allows you to create custom filters on your list. The gear icon allows you to personalize the list.
  • Breadcrumbs: Offers a quick form of filter navigation
  • Column Headings: displays column (table field) labels and provides some column options
  • Column Header Search: Provides a search within a specific column
  • Field Values: Right-click on a field value to access additional actions
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27
Q

Finding Information

A

Find information quickly in ServiceNow with any of the available search functions.

  • Wildcards: use a symbol to represent zero or more characters
  • Phrase searches: find a phrase with multiple terms
  • Searching Lists: control the query for list searched of a specific field
  • Boolean Operators: refine searches with operators such as AND and OR
  • Attachment Searches: search in fields that are attached to Knowledge Article records
  • International Character Sets: Perform searches with any Unicode characters
  • Punctuation: Perform searches that contain punctuation

Wildcard Syntax Search Type
searchTerm Contains
!searchTerm does not contain
serarchTerm% starts with
%searchTerm ends with
=searchTerm equals
!=searchTerm does not equal
searchTerm greater than or equal to

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28
Q

List Filters

A

A filter is a set of conditions applied to a table list to isolate a subset of the data.

Three components that make up a filter condition include:

  • Field: A choice list based on the table and user access rights. The choice list includes fields on related tables by dot-walking
  • Operator: A choice list based on the field type. For example, in the incident table, the greater than operator does not apply to the Active field but it does apply to the Priority field
  • Value: A text entry field or a choice list, depending on the field type. For example, in the Incident table, the Active field offers a choice list with the values true, false and empty, while the Short description field offers a text entry field.

Filter operators will change depending on field data type. Example field operators:

  • Text Value: is, is not, contains, is one of, starts with, ends with
  • Numeric: is, is not, greater than, less than, greater than or is, less than or is
  • Date: on, before, after, between, ir more than, is less than
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29
Q

Tags

A

Tags provide an easy way to categorize, flag and located records. Tags can be created against any record from a list or form view.

If you have an administrator role, you can configure and manage all tags, even tags created by other users. You can also configure notifications, auto-assignment and Zing indexing for tags.

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30
Q

Views

A

A view is a version of a customized list or form which defines which fields appear and in what order.. Different views can be created and used for different roles. Views enable users to quickly display the same list or form in multiple ways. System administrators can create views for lists or forms.

Layout Configuration: Users with the admin or personalize_list role can add or remove columns from a list or change the order in which the columns appear in the list for all users.

Personalization: Personalize a list to show or hide fields on a view, as well as change the list column order for the current logged-in user. The following can be done through Personalize List Columns:

  • Add columns
  • Remove columns
  • Rearrange columns
  • Reset column defaults

Note: Personalization should be used for temporary situations. Any global changes that occur at the system level will not be reflected in a personalized list.

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31
Q

3 different context menus in a list view

A
  1. List
  2. Column
  3. Record
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32
Q

3 components of a filter condition

A
  1. Field
  2. Operator
  3. Value
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33
Q

Forms

A

A form displays information from one record in a table. The specific information depends on the type of record displayed. Users can view and edit records in forms. Administrators can configure what appears on forms.

A form is loaded by searching on a record number in the Global Text Search or by clicking a record in a list.

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34
Q

Persona Types

A

System Administrator - the system administrator provides access to all platform features, applications, functions and data
Specialized Administrator - users with specialized administrators roles may manage specific functions or applications, including: assignment rules, knowledge base, human resources, reports and web services
Process User - Users with this process role may fulfill ITIL activities associated with the ITIL workflow, including incident and change management
Approver - the approvers can perform all requester actions and allows users to view or modify approval records directed to them
Requester - Also known as Employee Self Service (ESS) users. these users do not have roles but can submit and manage their own requests. access public pages, etc.

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35
Q

What are the different interfaces for accessing a ServiceNow instance?

A
  • Next Experience Unified Navigation
  • Service Portal
  • Now Mobile App
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36
Q

Layout Configuration

A

Configure the List Layout to show or hide fields from a view and change the list column order.

The List Collector opens to allow you to add, remove, and reorder fields.

Users with the admin or personalize_list role can add or remove columns (fields) from a list of change the order in which the columns appear in the list for all users.

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37
Q

Field Types

A
  1. Reference - query that displays records from another table
  2. Date/Time - populated with the day and time of day which can be selected with a calendar widget. Depending on the record, some calendar widgets may not display the time and will only display the date.
  3. String - Freely populated using letters, numbers, and special characters. For 254 characters or less, the string field will be a single-line text field. Anything 255 characters or over will appear as a multi-line text box.
  4. Choice - drop-down list of choices that can be configured
  5. True/False - boolean field that appears as a check box
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38
Q

Formatters

A

A formatter is an element used to display information that is not a field in the record.

Examples of formatters in the base platform include:

  • Activity formatter: displays the list of activities, or history, on a task form. It provides an easy way to track items not saved with a field in the record, for example, journal fields like comments and work notes
  • Process flow formatter: displayes the different stages in a linear process flow across the top of a record
  • Parent breadcrumbs formatter: provides breadcrumbs to show the parent or parents of the current task
  • Approval summarizer formatter: displays dynamic summary information about the request being approved
  • CI relations formatter: displays on the CI form and allows for the viewing of relationships between the current CI and related CIs
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39
Q

2 ways to modify the design of a form

A 
Form Design:
There are 3 main components of the form designer -
1. Page Header 
2. Field Navigator
3. Form layout

Form Layout
To access the fields on these tables, use dot-walking

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40
Q

Related Lists

A

Related lists show records in tables that have a relationship to the current record.

A user can personalize the columns or filter the list using the gear icon or the funnel icon.

Using the list collector interface, related lists can be added, removed, or moved on the form view.

41
Q

Templates

A

Templates allow fields to be populated automatically, simplifying the process of generating new records.

Create templates for the forms that are used frequently, such as incident, problem, and change. There is no limit to the number of templates that a user can create or access, however, having many templates for each form makes the templates more complex to manage.

Note: Template creation should be restricted to select groups as it can be used to bypass process, like mandatory fields, UI policies, etc. This is especially important for any record using condition-based flow (or workflows if applicable).

42
Q

Add or Update Records

A

Add or update records by using one of the following methods:

  • Submit: click submit to insert a record on a new form and return to the previously viewed page
  • Update: click update to save changes on an existing record and return to the perviously viewwed page
  • Save: Select the Form Context menu icon in the header bar, then select Save to save changes without existing the form view
  • Insert: Select the Form Context menu icon in the header bar then select Insert. Insert will exit the form and return ro the previously viewed page. Note: there is no “Save As” option in ServiceNow. However, Insert closely emulates this functionality
  • Insert and Stay: Select the Form Context menu icon in the header bad then select Insert and Stay. Insert and Stay will remain on the form. Note: Insert and Stay options are disabled by default for task-based records (e.g., Incidents and Change Requests). You can override this behavior by setting a system property to show these options for task records.
43
Q

What is a ServiceNow task?

A

A task is any record that can be assigned or completed by a user in ServiceNow. A task record is created from a task table that the Task [task] table. Work is performed upon a task, and it is eventually moved to a closed state.

The task table is one of ServiceNow’s core tables and provides a series of standard fields used on each of the tables that extend it, such as the Incident and Problem tables. In addition, any table which extends Task can take advantage of task-specific functionality for driving tasks, including:

  • Approvals: approvals can be generated to a list of Approvers, either manually or automatically according to Approval Rules. Approvals can be incorporated into flows or can stand alone
  • Assignments: assignment rules can automatically assign tasks to users or groups ensuring that tasks are handled by the most appropriate team members
  • Service Levels: service level agreements can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time.
  • Inactivity Monitors: Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time.
  • Flow: An administrator can specify a specific process to apply to tasks that meet certain conditions. After a task is created that meets the conditions, the flow applies an automated process to the task. The process is defined in Flow Designer of the Workflow editor.
44
Q

Task Assignment: Assignment Rules

A

Assignment rules can automatically set a value in the assigned_to and assignment_group fields of a task record. Conditions defined in the assignment rule determine when the rule will trigger and what values it will set.

Create an assignment rule by navigating to All > System Policy > Rules > Assignment

An assignment rule must also meet these additional criteria to run:

  • The task record has been created or updated. Assignment rules do not apply to unsaved changes on a form.
  • The task record must be unassigned. That is, the record cannot have an existing value for either the assigned_to or assignment_group fields. Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule)
  • The assignment rule is the first rule that matches the table and conditions. If more than one assignment rule matches the conditions, only the rule with the lowest order value runs.
45
Q

Task Assignment: Predictive Intelligence

A

Predictive Intelligence uses machine-learning algorithms to set field values during record creation.

Improve efficiency and quality and reduce cost by:

  • Reducing task resolution times
  • Reducing the number of interactions required to resolve tasks
  • Reduce the error rates of categorizing and assigning work
46
Q

Accessing Tasks

A 
My Work 
List of all active tasks assigned to you, including:
- Change Request
- Group Approval
- Incident
- Knowledge Base Submission
- Request
- Security Case
- Visual Task Board Task

My Groups Work
List of all active task assigned to your groups but not yet assigned to an individual

47
Q

Activity Stream Inline Editing

A

The activity stream line editor enables users to contribute to actual work within a record without opening a form interface.

48
Q

Visual Tasks Boards

A

Visual Task Boards allow you to:

  • Manage your task through a visual, drag-and-drop interface
  • Identify process bottlenecks at a glance, in real-time
  • Track embedded activity screens to view updates all in one place

There are 2 types of VTBs:

  • Freeform
  • Data Driven
49
Q

Notifications

A

A notification is a tool for alerting users when events that concern them have occurred through the following methods:

  • Email
  • SMS
  • Meeting Invitation

Creating notifications allows administrators to specify:

  • When to send
  • Who receives
  • What it will contain
50
Q

Preference > Notifications

A

Subscriptions allow users to be informed of various activity occurring on the platform whether it directly relates to them or not.

All > System Settings > Notifications

51
Q

What can trigger a notification?

A
  • Record inserted or updated
  • Event is fired
  • A script
52
Q

What is used to get information from tables through referenced fields?

A

Dot-walking

53
Q

Reporting

A

Reports prepared on an ad-hoc basis, show results by allowing users to view and analyze ServiceNow data.

Run predefined reports or create new custom reports with the Report Designer. Use Report Designer to:

  • Leverage reporting visibility and available report types
  • Use multi-level filters, filter operators, and sort order to refine reports
  • View, create, edit and schedule reports
  • Work with reporting roles
  • Use related table (dot-walking and database views)

Configure data visualization components in workspaces through Display and Component settings, making reports easier to navigate.

Report Visibility Controls

  • My Reports
  • Group
  • Global
  • All
54
Q

Report Designer

A

Each section of the Report Designer provides different configuration options:

  • Data: Provide a name for the report, as well as select the source from where your data comes from. You can choose a data source, which is predefined data set used for creating reports or a ServiceNow table
  • Type: Select the visualization of your report by chooisn a report type - there 28 different types
  • Configure: Group data or run calculations against the data
  • Style: adjust the llo the report

System tables are, by default, restricted from the reporting module. These tables include but are not limited to the following: syslog_transaction, sys_attachment, and sys_email.

Report actions become available once the report has been saved and they depend on your role. Here are some of the actions:

  • Update: overwrite report, return to the report list
  • Insert: Save a duplicate copy of the report, return to the report list
  • Insert and Stay: Save a duplicate copy of the report, remaining on the report
  • Save as report source: Allows you to create a pre-defined data set that can be used for creating reports (this is only available with the )

Report Distribution

  • Share
  • Publish

Note: The sys_property glide.report.published_reports.enabled needs to be set to true in order to see the Pbulish option shown in the slides.

55
Q

Dashboards

A

Dashboards enable you to display multiple Performance Analytics, reporting and other widgets on a single screen.

Dashboards may be responsive or non-responsive. Responsive dashboards functionality is enabled by default form the New York release. Non-responsive dashboards have limitations including who can create, view, and edit them. If you instance requires non-reponsive dashboard functionality, you can disable reponsive navigating to All > System Properties > Dashbaord Properties and clearing the Enable responsive dashboard.

56
Q

ServiceNow Infrastructure

A

Everything in ServiceNow is built on a relational database containing data which can be accessed through the Now Platform Next Experience.

The ServiceNow Infrastructure includes tables, reocrds and fields.

Data in ServiceNow is stored and managed according to a database structure that administrators can view and configure:

  • Tables are data structure or database component, which contain records
  • Records are the data stored in tables, which contain feilds
  • Fields are individual pieces of data within a record

Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB. Tables can extend other tables, creating parent tables and child tables.

Administrators can user these tools for viewing and modifying the database structure:

  • Table module: Provides a list of all tables in the database
  • Tables & Columns module: Provides a list of all existing tables, with columns, column attributes and indexes
  • Schema map: Provides a graphical representation of the relationships between tables
  • Data dictionary tables: Contains additional information that defines database elements
57
Q

Field Attributes

A

Each field has 3 key attributes:

  • Label: user-friendly term which allows people to identify the field in the user interface
  • Name: the values are actual data entered in the field - doesn’t always match a field’s label
  • Value: system-friendly unique term that the system uses to identify the field.

Reference fields: stores a unique system identifier (known as the sys_id) of a record on another table which is what establishes the reference relationship.

Note: a reference field can refer only to records from one other table. To add a field that can refer to records on any table, use the Document ID element type.

58
Q

Table Relationships

A

Tables can be related in the following ways:

  • One-to-Many: there are 3 one-to-many relationship fields:
    1. Reference Fields
    1. Glide List: Allows a user to select multiple records on a table defined by the glide list
    2. Document ID Fields: Allows a user to select a record on any table in the instance
  • Many-to-Many: Two or more tables can be related in a bi-directional relationships, so that the related records are visible from both tables in a related list.
  • Database Views: A database view defines table joins for reporting purposes. For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables. This view can be used to report on incident metrics and many include fields from any of these three tables.
  • Extensions: The extended table includes unique fields plus all of the fields and their properties from the parent table.
59
Q

Extended Tables

A

Tables can extend other tables, creating parent and child tables. A table from which it extends is the parent class. A child table inherits the fields of its parent and allows the creation of fields unique to the child class.

Extending a table:

  • Links the new table to the extending table
  • Creates system fields in the new table
  • Creates one or more database tables to store the parent and child classes. The number of tables the system creates depends upon the extension model selected during table creation.
Extension models:
The Now Platform offers these extension models:
- Table per class
- Table per hierarchy
- Table per partition

The extension model determines these attributes:

  • The number of database tables created
  • The derivation of fields from parent classes
  • The replication of records from child classes

Using the Dictionary overrides feature provides the ability to define a field on an extended table differently from the field on the parent table. Examples include overriding the default values, field dependencies, or read-only status of a field.

60
Q

Table Types

A

Core Table: a table that exists in the ServiceNow base system. On other workds, core tables come WITH the system, they are there from the start. If it is a table that comes with ServiceNow, its a core table. But it is important to understand that a core table can also be a parent table (e.g., Task), a child table (e.g., Incident) or a base table (e.g., Task).

Base Table: a table that serves as a “base” form which other tables may extend. From the base table, you can establish parent/child relationships in the database. The child (extended) table includes unique fields PLUS all of the fields and properties which were inherited from the parent table. What makes a base table different from a core table is that the base table is not an extension of another table (it has no parent). A base table can also be considered a parent and/or a core table depending on the circumstances.

In the Task table example, the Task table is:

  • a Core table because it comes with the ServiceNow base system
  • a Base table because it’s not extended from any other table (no parent of its own)
  • a Parent table because it has children (child classes of Incident, Problem, and Change Request)

Custom Table: When creating a custom table, the table name is automatically populated based on the table label and a prefix. If the table is being created in a scoped application, the name is prefixed with a namespace identifier: “x_”, indicating that is a part of an application. Otherwise, custom tables in the global application feature “u_” as the prefix, and then the table name.

61
Q

Schema Map

A

The Schema Map provides a graphical representation of other tables related to a specific table. Relationships can be filtered by extension or reference classes by checking the appropriate boxes at the top of the map.

To view the schema map for a table, navigate to All > System Definition > Tables. open your desired table, scroll down to the Related Links section. Select Show Schema Map.

A series of filters at the top of the Schema Map allow you to show/hide tables based on criteria such as whether they are referenced by the Task table, reference the Task table, are extended by the Task table, or extend the Tasl table.

62
Q

User Permissions Summary

A

ServiceNow provides several levels of security before an end user has the capability to perform CRUD (create, read, Update (Write), Delete) operations on a table:

  • User Authentication/Login: Users, Groups, and Roles
  • Application and Modules Access: Controlled by roles configured at the Application and Module level
  • Database Access: Access to tables and their records and fields are controlled via globally defined system properties (deny access is the default behavior) as will as table and field level access controls

There are three security modules typically used by the System Administrator:

  • All > System Properties > Security
  • All > System Security > Access Control (ACL)
  • All > System Security > High Security Settings
63
Q

What is an Access Control?

A

An Access Control is a security rule defined to restrict the permissions of a user from viewing and interacting with data.

It is executed when attempting to access any ServiceNow table and may be set at the row-level or column-level

Access Control Rules restrict ServiceNow specific and CRUD operations

Additional ServiceNow operation examples include:

  • execute: user cannot execute scripts on a record or UI page
  • Edit_ci_relations: user cannot define relationships between Configuration Item [cmdb_ci] tables
  • Save_as_template: controls the field that should be saved when a template is created
  • Report_on: user cannot create reports on the object
  • Personalize_choices: user cannot right-click a choice list field and select Configure Choices
64
Q

Access Control Definition: Permission Requirements

A

Each Access Control rule specifies:

  • The object being secured (e.g., table, table AND field)
  • A valid operation - a valid action the system can take (CRUD)
  • The permissions required to access the object
    - Roles
    - Conditional Expressions
    - Scripts
65
Q

System Created Access Controls

A

To view the Access Controls associated with a table”

  • Using the Filter Navigator, type:
    • .CONFIG
  • Select the Access Controls tab

When a custom table is created the system creates four access control rules by default (create, delete, read, write)

With a system-created Access Controls, it is rare to have a table with no access control rules

66
Q

Access Control Definition: Rule Types

A

table.–None–
No specific field selected - this rules applies to the whole table including all of its records

table.field
This rule applies to only one field on a record and in this case, the Caller field on an incident record

table.*
Wildcard - this rule applies to every field on a record without a table.field rule

Example: Think of a house. house.–None– is the whole house. house.field is a specific room in the house. house.* is all the other rooms not defined with a house.field rule.

A user must pass both table and field Access Conrtol List rules to access a record object.

67
Q

Import Set

A

An Import Set is a tool used to import data from various data sources and map that data into ServiceNow tables.

Data Sources are records in ServiceNow that contain information regarding an Import Set data source. You can import data from a local source (e.g., XML, CSV, Excel) or from a network server by providing a path and authentication information. A data source can come from a file, a Lightweight Directory Access Protocol (LDAP) connection or a Java Database Connectivity (JDBC) connection.

The Import Set Table acts as a staging area for records imported from a data source.

Transform Maps provide a guide for moving data from Import Set (staging) tables to “Target” tables. Field mapping provides direct field-to-field data moves.

The Target Table is an existing table where the data will be placed, post-transformation.

Importing Best Practices

  • Understand what data you are bringing in and where it should be placed.
  • Plan time before an import to verify your data. Remove obsolete data and fix inaccurate data.

The Import Set Table is a staging area for records imported from a data source. Fields on these tables are generated automatically based on imported data.

68
Q

Coalesce Fields

A

Coalescing a field (or multiple fields) means the field will be used as a unique key during imports.

  • If a match is found using the coalescing field(s), the existing record will be updated with the information being imported.
  • If a match is not found using the coalesce field(s) then a new record will be inserted into the database.

Why do we use coalesce? Because if no coalesce is defined, all imported rows are treated as new records. No existing records are updated. If the import is executed again, duplicate records will be created.

Configuring a target field to coalesce causes the import set to treat the field as a unique key. When selected, the import set application attempts to match source values to records with values from an existing record. If a match is found, the transform map updates the record instead of creating a new record. When false, the import set application always created new records for each transformation.

Single-field coalesce: you can coalesce on a single field to update an existing record.
Multiple-field coalesce: you can coalesce on multiple fields up update an existing record. If a target table record exists with the same values in all coalesce fields as the import (staging) table record, the target table record is updated using the import (staging) table record values. All coalesce field values between the target and import (staging) tables must match coalesce with multiple fields.
Conditional Coalesce: you can use a script to determine if an import (staging) table row should coalesce to a target record. Most conditional coalesce scripts are defined in the source script field of a field map for the sys_id field. To update a target record using the import (staging) table record values, the script must return the sys_id of the target table record.

69
Q

Which module is used as the first step for importing data?

A

Load Data

70
Q

What are the steps for importing data using an import set?

A
  • Load the data
  • Create a transform map
  • Transform the data
  • Clean up the import table
71
Q

CMDB and Configuration Items

A

The Configuration Management Database is a series of tables and fields that contain all of the Configuration Items (CIs) controlled by your company, as well as their attributes and relationships.

Access to the CMDB tables and underlying data requires certain permissions, such as the following roles:

  • asset
  • itil
  • itil_admin
  • cmdb_read

Configuration Items can be tangible or intangible devices or applications in the CMDB such as firewalls, computers, email services, devices on the network, applications, and services.

Note: Key system tables:

  • Configuration Item [cmdb]
  • Configuration Item [cmdb_ci] - which contains CI data
  • CI Relationship [cmdb_rel_ci] - which contains CI relationship data

ServiceNow’s CMDB, in contrast to a static list, not only tracks the CIs within your platform but also the relationships between those items. Over time as the number of CIs grow, performance and health of the CMDB can be impacted. User the CMDB Data Manager tool to create, publish, and manage CI policies to help maintain the CMDB in an efficient and operational state.

72
Q

Service Management Processes that use the CMDB

A

A high percentage of incidents are caused by failed changes.
An accurate, up-to-date CMDB helps IT teams to:
- Locate failed changes and associated Incidents
- Facilitate impact analysis of proposed changes to reduce or eliminate downtime
- Assess problem trends pertaining to specific CIs
- Efficiently manage incidents affecting CIs and service delivery

IT Service Management Processes

  • Request
  • Change
  • Problem
  • Incident

ITSM process tables include:

  • Task Table (task): configuration item field references the CMDB_CI table
    • Service Request table extends the Task table
    • Change Request table extends the Task table
    • Problem table extends the Task table
    • Incident table extends the Task table

CMDB CI table (cmdb_ci)

  • Application table (cmdb_ci_appl) part of the CMDB hierarchy
  • Servers tbale (cmdb_ci_server) part of the CMDB hierarchy
  • Router tbale 9cmdb_ci_ip_router) part of the CMDB heirarchy
73
Q

CI Relationship editor

A

The CI relationship editor uses a concept of suggested relationships to help users see reasonable relationships between configuration items.

Examples:

  • A database runs on a server
  • A rack provides power for a server
74
Q

ServiceNow Discovery and Service Mapping

A

Discovery scans the network to inventory devices and applications and updates the CMDB with the results for each unique type of hardware and software.

Service Mapping (top-down discovery) augments the CMDB with IT relationships and dependencies between CIs to model the IT components that comprise a Service.

75
Q

Configuration Items: Dependency View

A

Dependency Views provide an interactive graphical interface to visualize relationships between configuration items.
Dependency Views indicate the status of configuration items, and allow access to the CI’s related alerts, incidents, problems, changes, and services.

A Service Now service (application service or business service) is work or goods that are supported by an IT infrastructure. For example, delivering email service to an employee can require services such as email servers, web servers, and the work to configure the user’s account. The dependency view can help you see relationships between CIs in your infrastructure.

76
Q

Common Service Data Model CSDM

A

What it is:

  • Standard terms and definitions
  • Best Practice for CMDB Data Modeling and Data Management
  • Out-of-the-box CMDB core tables
  • Guidance on service modeling
  • Recommended mappings

What it is NOT:

  • Not a process of implementation guide for ITSM, SPW, APM, EM or Other products
  • Not a set of reports
  • Not code to install
  • Not a SKU or product to buy
  • Not an automatic fix for past implementations

What’s in it for you

  • Consistently modeled service offerings enable:
    • Better understanding of service costs
    • More accurate reporting
  • Consistent use of service across applications; reduction of duplication and confusion
  • Less overhead when maintaining services
  • Some products such as APM have a dependency on CSDM tables being populated
77
Q

Knowledge Base: Workflows

A

Knowledge Management allows users to create, categorize, review, approve and browse important information in a centralized location that is shared by the entire organization.

Knowledge content exists within a Knowledge Base, which is managed by one or more Knowledge Managers.

Administrators and those with the knowledge_admin role have the ability to manage multiple Knowledge Bases.

78
Q

Service Catalog

A

The Service Catalog is a rebust ordering system for services and products offered by various departments for users.

Major Components of Service Catalog

  • Items are the building blocks of the Service Catalog, including:
    • Hardware
    • Software
    • Services
    • Items once selected and submitted result in Requests or other Records like Incidents
  • Record Producers are a form that produces a task record. Record Producers are a type of Catalog Item. Note: Use a record producer to create task-based records only. To ensure that standard service catalog processes are followed, such as initiating workflow as expected, do not create requested items records from record producers. Instead, create requested item using catalog items.
  • Variables provide questions to help the requester specify what item, option or service to order
  • Variable Sets are a collection of variables that can be shared between catalog items.
  • Flows run behind the scenes and communicate the stages of the approval process to the requester and the drive the request fulfillment.
79
Q

Order Guides

A

Define an Order Guide to assist customers in ordering a complete set of needed items and to help users see item relationships.

Questions can be used to present item options to users with only relevant questions and choices at the appropriate time in the ordering process.

When an order is placed for a catalog item the following is created:

  • REQ# (Request)
  • RITM# (Requested Item)
  • SCTASK# (Service Catalog Task)
80
Q

Catalog Security: User Criteria for Items and Categories

A

User criteria defines conditions that are evaluated against users to determine which users can access Service Catalog items.

You can apply several User Criteria records to a single catalog item or category.

81
Q

Which module is used to add, update or remove catalog items?

A

Maintain Items

82
Q

Flow Designer

A

The Flow Designer is a non-technical interface for building and enabling process automation capabilities known as flows

Flows automat business logic for a particular application or process such as approvals, tasks, notifications, and record operations.

83
Q

Flow Components

A

Triggers: can be record-based, date-base or application-based.

  • record-based triggers run a flow after a record has been created or updated
  • date-based triggers run a flow at the specified date and time or at scheduled intervals.
  • application-based triggers start a flow when application-specific conditions are met

Triggers and Conditions

  • Trigger: an activity that initiates the flow, such as a record created in a specified table or a scheduled job
  • Condition: statements that determine when or how an action runs. For example, run an action only if a field is over a certain value.

Actions
- operations executed by the system such as looking up a record, updating a field value, requesting an approval, or logging a value

Data
- Each time you add an action to a flow, Flow Designer adds a data pill to store its results. The Data section of the Flow Designer contains data pills that can be used in subsequent actions. To reference the data stored in the data pill, drag and drop the data pill from the Data section to the appropriate field in the flow or click on the Data Pill Picker icon.

Help Panel

84
Q

When to use Flow Designer vs. Workflow

A

Flow Designer

  • To orchestrate business processes across services with little technical user knowledge
  • To reduce technical debt; reduced script and script reuse o simplify upgrades and deployments
  • When integrating with 3rd party systems

Workflow

  • Existing logic already developed using Workflow
  • If the process requires complex/scripted flow logic
  • Steps required do not exist yet in Flow Designer
  • You are on an instance prior to Orlando and SLA Timer is required
85
Q

Standard Integrations for ServiceNow

A
  • Login (Single Sign-On)
  • Lightweight Directory Access Protocol (LDAP)
  • Communications
  • Monitoring
  • Discovery & Systems Management
86
Q

Integration Hub

A

Integration Hub provides a single solution to quickly integrate with third-party services to build and share content. Integrations are referred to as spokes and can be easily configured to integrate without scripting.

87
Q

Process Automation Designer

A

The Process Automation Designer in the Now Platform allows Process Owners to organize content built in Flow Designer and unify cross-enterprise processes. Benefits of using the Process Automation Designer include:

  • Connecting multiple flows and actions
  • Guiding end-users to complete a process in a task-oriented interface
  • Consolidating separate business processes across your organization
  • Defining a consistent record lifecycle from beginning to end
  • Passing data between activities and stages of business processes
  • Specifying the conditions and the order for activities and stages
  • Visualizing and managing activities and stages in the Kanban-style board
88
Q

UI Builder

A

The ServiceNow UI Builder application is a web user interface builder that you can use to build pages for configurable workspaces, App Engine Studio generated workspaces and portals or custom web experiences with Next Experience Components and custom web components.

UI Builder allows you to build out the functionality within a page by choosing from a library of components (buttons and data visualizations) and selecting layouts that are needed for the user experience. Prior to building out a fully customized workspace, you can preview the interface to see the different configurations in action.

Note: Ui Builder is not yet capable of building or configuring out-of-the-box Service portals, like Employee Center. Continue to use the Service Portal Designer instead.

89
Q

Scripting

A

Scripting in ServiceNow or Platform Scripting is the customization of an instance and/or applications using Javascript/

Javascript may execute on the client side (web browser) of the server side (ServiceNow database) and can fundamentally alter the baseline instance and user experience.

Client refers to an application or system that accesses a remote service or another computer system, known as a server. A server is the computer program running as a service; a physical computer dedicated to running onr or more services or a system running a database.

ServiceNow uses an Application Platform as a Service (aPaaS) model; the web browser is the client. The web browser is the only thing that is installed on the client. The application server and the database live at the Data Center. Client scripts run on the client browser. Server scripts run on the server (which includes the database).

Client to server round-trips take time and make the end-user wait for the round-trip to complete.
Request + Repsonse = Round Trip

90
Q

UI Policy and UI Actions

A

A User Interface (UI) Policy is a rule that is applied to a form to dynamically change information or the form itself.

UI Policies execute on the client side.

Once a UI Policy is saved, UI Policy Actions determine what happens on the form, including:

  • Setting a field as mandatory - requiring a value in order to save the record
  • Setting a field as hidden - no longer displaying a field on the form
  • Setting a field as read-only - preventing a user from updating its value

To immediately implement updates and changes to forms and lists, you can use UI Policies which allow you to add sophisticated controls without having to write scripts and define custom process flows for tasks.

To apply a UI Policy to all views, ser the Gobla setting to true.

91
Q

Data Policies

A

A Data Policy is a rule that enforces data consistency by setting fields a s mandatory and/or read-only.

Data Policy controls as similar to UI Policies but UI Pocilies are only enforced on data entered into a form (passing through the UI).

Data Policies are applied to all data entered into the platform: form (UI), Import Sets, or Web Services.

A Data Policy executes on the server side but can also run as a UI Policy on the client side.

NOTE:

  • Data Policies are similar to UI Policies, but UI Policies only apply to data entered on a form through a standard browser. Since UI Policies can also manage the visibility of fields on a form, you may want to augment UI Policies with Data Policies.
  • Data Policies are not about security, they are about managing the integrity of the information stored in the database. Defining a Data Policy enforces the policy when a record is submitted from the UI. The behavior cannot be changed.

The purpose of a Data Policy is to standardize the same data across ServiceNow applications.

92
Q

UI Actions

A

User Interface (UI) Actions add buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable and specific to user activities.

Adding a Create Problem button to an existing incident form is an example of a UI Action.

UI Actions can contain scripts that define custom funtionality. UI Actions can be server or client side depending on the ‘client’ check box selection. This setting determines when a UI Action can appear.

UI Actions include:

  • Form buttons
  • Form contect menu items (righ-click the header)
  • Form links (Related Links in a form)
  • List buttons
  • List context menu items (right-click a record)
  • List choices (at the bottom of a list)
  • List links (Related Links at the bottom of a list)
93
Q

Client Script

A

Client scripts make “real-time” changes to the appearance of the user interface, especially forms.

Client scripts can be created to do the following:

  • Automatically update the location field to reflect the value (user) entered into the caller field
  • Disable the attachement link of a closed record when the form is loaded so a user us uanable to add or modify attachements
  • Display a notice at the top of the page to confirm a catalog request was submitted

Client scripts execute on the client side.

Clietn scripts allow for browser/form manipulation and veriftication such as making fields visible on a condition. And example of this would be an alert appearing when a user changes the priority of an incident. Client scripts get executed on the browser, but you may also run a Client Script when a database lookup is needed; if you think you need database infro and you need the info frequently (such as every form load) the ask: Is it a field you can add to the form but hide? Is it something you really, truly need?

Several types of scripts are supported:

  • onCellEdit(): runs when a cell on a list changes value through use of the list editor
  • onChange(): run when a particulae field changes value
  • onLoad(): runs when a form is loaded
  • onSubmit(): runs when a form is submitted

Unlike onLoad() or onSubmit() scripts, onChange() scripts apply to a particular field on a form, rather than to the form itself. They are fired when a particulat field on the form changes. An onLoad() script runs when a form is first drawn and before control is given to the user to begin typing.

Typically, you use on an onLoad() script to perform some client-side manipulation of the document on screen. An onSubmit() script runs when a form is submittted. Typically, you use an onSubmit() script to validate things on the form ro make sure the submission makes sense. As such, onSubmit() scripts can potentially cancel a submissions by returing false.

94
Q

Script Types: Business Rule

A

A Business Rule is configured to run when a record is displayed, inserted, updated, deleted or when a table is queried.

Business Rules can be set to run before or after the database action has occurred.

The When setting determines when the Business Rule executes and has the following choices:

  • Before a record is saved to the database
  • After a record is saved to the database
  • Async (queued); client and server work independently so the client is not waiting for the server
  • Display before the record is displayed

Business Rules execute on the server side

Although there are multiple ways to control behavior in the ServiceNow application, most customization of platform behavior is done using Business Rules. Business Rules are loaded and initialized at the beginning of each interaction between a user and the platform. Every business rule is assigned either to an application scope (use scoped APIs when scripting in a scoped application) of to the global environment (application scope that identifies applications developed prior to application scoping, or applications intended to be accessible to all other global applications).

Every Business Rule includes what table to run against and timing (before or after insert and more), what conditions to evaluate and what script to run based on the evaluation.

Business Rues are consistently applied to records regardless of how they are accessed; through forms, lists, or web services. The application of business rules through forms, lists, or web services and client scripts when fields are modified on a form is the primary difference betweem Business Rules and Client Scripts.

Unlike UI Policies, Business Rules are NOT real-time:

  • They do no monitoe fields on a form
  • They monitor records as they are inserted or updated

The primary objective of display Business Rules is to use a share scratchpad object, “g_scratchpad”, which is also sent to the client as part of the form. This is useful when you need to build client scripts that require server data that is not part of the record beign displayed.

NOTE: Before scripting a business rule, consider whether you can accomplish the same in Flow Designer.

95
Q

Plugins

A

Before adding script to ServiceNow, administrators should check the list of available plugins.

Plugins provide additional optional functionality within a ServiceNow instance, like Applications and Demo Data.

All < System Definition > Plugins

System Administrators have control over when to activate plugins.

96
Q

Types of Interfaces

A 
Workspace
List
Form
Dashboard
Knowledge Base
Service Catalog
97
Q

What type of permissions can be configured in an access control rule?

A

Roles
Conditions
Script that sets the answer variable to true or false

98
Q

Use the Common Service Data Model to:

A
  • show you how to do a specific activity
  • list the in-scope and out-of-scope activities
  • details the tables and configuration items (CIs) associated with the use case
  • describes the benefit (value proposition) of the use case
  • track assets through their life-cycle transitions

ServiceNow CSA exam (1 decks)

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