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ServiceNow > Sys Admin test 151-200 > Flashcards

Sys Admin test 151-200 Flashcards

1
Q

What is a power edge toolbar

A

It’s the gray toolbar on the left side of the screen.

i. It allows you to show or hide the application navigator or banner frame
ii. Split the screens - Resize screen
iii. Create and manage bookmarks.

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2
Q

What four features of ITIL are utilized by the ServiceNow platform

A
  1. strategy, 2. design, 3. transition, 4. operations
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3
Q

True or False - An application is a group of modules

A

True - Applications are a grouping of modules or an organizational element in service now.

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4
Q

True or false - The application navigator provides links to all applications and modules they comprise.

A

true

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5
Q

True or false - Type filter text is a valuable way of searching applications in Servicenow

A

True - Applications are a grouping of modules or an organizational element in service now.

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6
Q

In what way does the Switch perspective feature in application navigator assist you in organizing applications in Servicenow?

A

It allows you to view applictions from the perspective of individual roles such as ITIL, Asset Management, or Admin ect.

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7
Q

What is the main area in all ServiceNow web pages

A

Content Pane

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8
Q

What is a breadcrumb

A

a horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results

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9
Q

Where is the impersonation feature located

A

it’s a picture of a key and it’s in the banner frame next to the welcome message

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10
Q

what are three ways to bring users into the servicenow system

A
  1. through single signon and Idap, 2. using an import set (importing users), 3. Manually enter users, manually creating users
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11
Q

What are four benefits of using groups

A
  1. permissions and acces - simplified ability to assign permissions, 2. identifies a subset of users for role and skill assignement, 3. provide a reference for alerts and notifications, 4. email notifications
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12
Q

what are four aspects of a role

A
  1. a role is an organizational element. roles are granted to access applications, 2. roles are collections of permissions, 3. a role is a record in the role table, 4. a role is a persona that is assigned to a group or a single users
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13
Q

what are the three out of the box (OOTB) servicenow roles

A

System administrator, ITIL (or process), ESS - users and end users

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14
Q

What is access control

A

Access control is a security role defined and set at the row level (access to the record) and at the column level (access to the field), and is executed when attempting to access any ServiceNow table.

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15
Q

What are ACLS in ServiceNow? How defined? Control what? Specifies what?
Defined by whom? Defined where?

A

a. ACLs are a list of all access controls for a table. b. Access controls are defined by roles, conditional expressions and scripts.
c. ACL rules are used to control what data users can access and how they can access it.
d. Each ACL rule specifies the object being secured and the permission required to access the object
e. ACLS are defined by the security admin
f. ACLS are defined in System Security | Access Control

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16
Q

provide an example of when you use access control record in servicenow and five steps to accomplish it

A

You would create an access control rule to make the updated by field on the incident form editable for admins but read only for ITIL users

i. Login as admin
ii. Right click on “updated by “ field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.

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17
Q

Where is the high security plugin accessed in ServiceNow? what does it create? how is it assigned? what does it inherit? how long does it last?

A

a. accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
i. Elevated privilege only exists during current session

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18
Q

Contextual security in ServiceNow protects what? How is data acted upon?
What two things happens before contect security is activated?

A

a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level After the High Security Plugin is activated, a security_admin privledge is created.

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19
Q

What is an elevated privilege

A

an elevated permission is a role that has special permissions for the duration of the log in session

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20
Q

the cmdb application in servicenow does what four things

A
  1. helps locate failed changes, 2. facilitates quick impact analysis, 3. increase cost saving to the business, 4. contains assets and their relationships
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21
Q

what are the two major record types in the cmdb

A
  1. core configuration, 2. CI relationship
22
Q

what is a business service map (BSM)

A

A business service map graphically displays the configuration items that compose a business service and indicates the status of those configuration items.

23
Q

multiple choice, single line text, select box

A

variables

24
Q

where are metrics viewed

A

metrics are viewed in SN by going to metrics > definitions

25
Q

what are two types of metrics

A

a. Field value duration - measures a time interval from when a value in a field is achieved until it is changed.
b. Script calculation- creates a metric instance using script.
The script does calculations and inserts data into the metric table [metric_instance]

26
Q

what does custom charting plugin allow you to do

A

Custom Charting allows you to create charts when you have a requirement that can not be satisfied with the Report application

27
Q

what four things does a ServiceNow homepage provide

A

a. A dashboard of frequently used content which usually includes reports
b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view

28
Q

What is a guage and who can create them

A
  1. is a graphical, refreshable widget viewable as a homepage section, 2. Guages are created by admins or users with rights
29
Q

what is a service level agreement

A

a SLA is a record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a certain condition, the tables to access and what type of sla is being evaluated

30
Q

In SLA definition, what are the three conditions that will trigger an SLA

A

start condition, stop condition, pause condition

31
Q

what are the 4 aspects of the service level agreement

A
  1. SLA definition (the record defining the conditions to trigger the SLA)
  2. Task SLA (individual instances of the SLA associated with particular tasts)
  3. SLA automation (the business rule and scheduled job that automates the SLA)
  4. SLA workflow (the workflow driving events or actions based on the SLA)
32
Q

what are the three types of SLAs in servicenow

A

a. SLA agreement
b. Operational level agreement (OLA)
i. Defines how departments work together to meet the service level required
c. Underpinning contract (UC)
i. Manages, monitors, and defines agreements with outside supplieers
1. It’s a tool for supplier management.

33
Q

What are three functions of a servicenow knowledge base

A

a. A repository used for the storage and publication of important information that requires distribution within an organization
b. Something that stores shared configuration documentation, policy documents, compliance documents
c. Security policy and procedure doucments

34
Q

what are five ways of populating the knowledge base

A

a. Manually - by creating news articles
b. Automatically, from events or from an incident or task
i. You can develop a business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record,
i. The problem application plugin has a workarounds feature

35
Q

what is the two tier hierarchy of the knowledge base

A

a. Topic is the highest level
b. Category is the second level
Example
1. Topic = Email
2. Categories =
a. Calender permissions
b. Outlook settings
c. Increase size of mailbox.

36
Q

What is the service catalog in ServiceNow

A

a. Service catalog is the central repository of goods and services that an it service desk provides for users
i. Its an ordering system for goods and services
ii. Help and training portal

37
Q

what is a record producer and how does it relate to the service catalog

A

a. A record producer provides a user-friendly alternative to the regular form interface. Record producers populate record data using variables and scripts
i. They ask users a series of questions to assist users in the request process
1. This assists them in providing correct and relevant information on forms
ii. They provide a single point of entry to create an incident or request.

38
Q

What is an order guide and what does it do?

A

a. An order guide provides the ability to order multiple, related items as one request
b. An order guide prompts user information and uses the rule base to generate options
i. Depending on what fields are chosen on the form, the system displays relevant catalog items.

39
Q

true or false an order generates a request

A

true - a request is generated to keep track of the specific order

40
Q

What are the 3 types of numbers from orders

A

a. Request Number (REQ) - The request is generated and given a REQ number
b. Request Item (RITM) - Each item in the order is assigned a Requested Item number
c. Catalog Task number - For each requested item, a set of catalog tasks are created. Each task is assigned a catalog task number
d. When a user orders an item from the catalog, a request is generated.

41
Q

what are four things service catalog variables provide

A

a. Options to tailor a catalog item to the customers’ needs
b. Definitions of available item options using questions choices
c. Variables to define questions for users
d. Question selections that define the available option

42
Q

True or False - The order field establishes the sequence for displaying the variables?

A

True

43
Q

True or False - A variable Set is a modular unit of variables that can be shared between catalog items

A

True - you can define the variable set once and then use it in multiple places

44
Q

What role allows users to define catalog items

A

catalog_admin role

45
Q

what are four facets of an update set

A

a. A group of customizations that can be moved from one instance to another.
b. Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance.
c. Update sets are “point in time” xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update tables sys_update+xml

46
Q

True or False, an update set is a “point in time” XML snapshot of the record?

A

True - An update set works by writing changes from tracked tables to the customer updates table [sys_update_xml)

47
Q

Which six elements allow customizations?

A

a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view

48
Q

What four components are not in a customization?

A

a. New records (data)
b. New users and groups
c. Modified CIs
d. Schedules

49
Q

By default in ServiceNow, which of the following customizations are added to Update Sets?

a. Changes made to data
b. Changes made to a form
c. Changes made to a schedule
d. Changes made to an homepage

A

Changes made to a form

50
Q

True or False - it is best practice to never make changes to an update set in the Default update set

A

True - The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems.

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