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ServiceNow > Sys Admin test 101-150 > Flashcards

Sys Admin test 101-150 Flashcards

1
Q

What is an access control

A

A security rule defined and set at the row and column level

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2
Q

What is the access control evaluation

A

Specific to general if all conditions are true (conditions, scripts and roles)

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3
Q

In a SLA Definition, which conditions will trigger an SLA

A

Start condition, Stop condition and Pause conditions

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4
Q

Name the four ways in which the knowledge base can be populated

A
  1. Manually, 2. From the service catalog with a record producer, 3. Automatically from events, 4. From existing incidents or tasks
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5
Q

What is the knowledge base hierarchy

A

Topics, Categories, Articles

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6
Q

How do you protect KB articles

A

Roles

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7
Q

How do you allow users to access KB without logging in

A

Make it public and protect it with a role

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8
Q

What do you call an indication to the SN processes that something notable has occured

A

Event

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9
Q

What two processes can cause events

A

User actions, Scripts (business rules/workflows)

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10
Q

What contains a record of every generated event

A

Event Que

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11
Q

What do events trigger

A

Notifications

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12
Q

What does a notification contain

A

A mix of static and dynamically determined content

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13
Q

why would you clone an instance

A

to copy prod over a sub-prod instance

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14
Q

what are the three release types

A
  1. Future, 2. Patch, 3. Hotfix
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15
Q

Are user customization records upgraded

A

No

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16
Q

What are best practices response times

A

Total response time - network and browser and server 3 seconds, Server response time below 800ms

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17
Q

What is a dashboard of frequently used content with reports

A

a homepage

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18
Q

what do you call a mapped graphic image on a homepage that is packed reports

A

a gauge

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19
Q

What is used to measure and evaluate the effectiveness of IT service management process

A

metrics

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20
Q

What do metrics measure

A

Data over time to show past history

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21
Q

what is a measurement of the set amount of time for a task to reach a certain condition

A

SLA

22
Q

What do you call it when an SLA is not met

A

Breached

23
Q

what are the three major components that power SLA

A
  1. SLA definition/Task SLA, 2. SLA Workflow, 3. SLA Automation (business rule and scheduled job)
24
Q

What are the three types of SLA

A
  1. SLA, 2. Operational Level Agreement (OLA) how departments work together, 3. Underpinning Contract (UC) outside suppliers
25
Q

What three conditions define an SLA

A

Start, Stop Pause

26
Q

What is another name for customer updates

A

Customizations

27
Q

Multiple Choice, Single Line text, and select box are what type of elements in service now

A

variables

28
Q

What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users

A

Service Catalog

29
Q

Name the five major components of the Service Catalog

A
  1. Record Producers, 2. Items, 3. Variables, 4. Order Guides, 5. Workflows
30
Q

What are four items that orders from the service catalog generate

A
  1. REQ, 2. RITM, 3. Catalog Task,4. Assignment group
31
Q

What are three service catalog best practices

A
  1. define an order guide, 2. group items in order guides, 3. use questions to present item options
32
Q

the workflow transition determines which activity is performed based on an evaluation of which workflow element

A

the workflow transition determines which activity is performed based on an evaluation of workflow condition

33
Q

which ServiceNow application automates simple or complex multi-system tasks on remote servers that are normally done manually

A

The servicenow application that automates simple or complex multi-system tasks on remote servers that are normally done manually is orchestration

34
Q

by default in ServiceNow, what customizations are added to Update Sets

A

Changes made to a form

35
Q

what do you use to import data from various sources and map data into SN tables

A

Import set

36
Q

What determines the relationship between the import set table and an existing servicenow table

A

transform map

37
Q

what are the three steps for using import sets and transform maps

A
  1. Load data, 2. Create Transform MAP, 3. Run Transform
38
Q

What does coalescing do before a transform

A

Makes a field the unique key

39
Q

what table is used to track changes in an update set

A

customer update [sys_user_xml] table

40
Q

what four elements cannot be customized with update sets

A
  1. New Records, 2. New users and groups, 3. Modified data, 4. Schedules
41
Q

can homepages be added to update sets

A

No, homepages can only be changed manually

42
Q

Should you include few or many changes in one Update Set

A

Many

43
Q

Can two update sets be merged

A

Yes

44
Q

What is the four part sequence of the production instance to run an Update Set

A
  1. Retrieve, 2. Preview, 3. Commit, 4. Apply
45
Q

What is a form

A

A form displays a single record from a table

46
Q

Where does one go to write the prod instance to the dev environment

A

System clone > administration > Clone targets

47
Q

What is a list

A

A list is a structure that displays information from a table

48
Q

what are the four list interface elements

A
  1. Title bar, 2. breadcrumbs, 3. column headings, 4. fields
49
Q

what is a field

A

a field is a cell in a table. Each field holds an individual piece of data

50
Q

What field type in a list is not sortable

A

Timefields

ServiceNow (12 decks)

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