ServiceNow Certified System Administration

A role that has special permissions for the duration of the log in session

After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege?

No

Are user customization records upgraded?

Globally

Business Rules apply when?

Changes made to a form

By default in ServiceNow, what customizations are added to Update Sets?

Only manually

Can homepages be added to update sets?

No, but they can be disabled

Can plug-ins be removed?

onCellEdit onChange onLoad onSubmit

Client scripts can be executed in four ways. What are they?

When accessed through the form

Client scripts only apply when?

Make it public and protect with roles

How do you allow users to access KB without logging in?

Click on the table name at the top of a list and select filter

How do you apply a saved filter?

Modify the order field

How do you change the sort sequence of fields or tasks?

Click List Mechanic gear above check boxes

How do you display the slushbucket?

Order field - Best practice 3 digit numbers

How do you establish the sequence for displaying lists?

Utilize he Graphical Workflow Editor

How do you modify or create a Workflow?

Utilize the Graphical Workflow Editor

How do you modify or create a Workflow?

Roles

How do you protect KB articles?

Start condition Stop condition Pause condition

In a SLA Definition, which one is a condition that will trigger an SLA?

Record List Form Tables and Columns

In which three places can Tables and Fields be viewed and manipulated?

Locate failed changes and associate incidents Facilitate quick analysis of impact, helping reduce or eliminate downtime cost savings

List Benefits of CMDB?

Computers/Devices on the network software contracts and licenses Business services

List CI examples

Variable Types

Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow?

Manually From the Service Catalog with a Record Producer Automatically from events From existing Incidents or Tasks

Name 4 ways the Knowledge Base can be populated?

REQ RITM Catalog Task Assignment Group

Name some of the various items that orders from Service Catalog generate?

Approvals Conditions Notifications Tasks Timers Utilities

Name the 6 workflow activities?

System Admin Specialized Admin ITIL ESS

Name the four built-in roles?

Record Producers Items Variables Order Guides Workflows

Name the major components of Service Catalog?

Record list view Schema map Tables and Columns module

Name three interfaces for viewing and manipulating tables?

security_admin

To access the control list you have to have which access?

Approval Notifications Tasks

What 3 basic components are generated and assigned by workflows

Self-Service

What application is available to all users?

Define an order guide Group items in order guide Use questions to present item options

What are Service Catalog best practices?

Total Response Time - network browser and server 3 seconds Server Response time below 800 ms

What are best practices response times?

Approvals Notifications Task

What are the 3 basic components of Workflow?

System (username/pw) Applications and Modules (Roles) Tables and Fields (System Properties/ Access Control)

What are the 3 levels of Access?

Waiting for approval Fulfillment Delivery Completed Or Request canceled

What are the 5 workflow stages?

Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only

What are the field status indicators?

SLA Definition Task SLA SLA Workflow SLA Automation (Business Rule and scheduled job)

What are the four major components that power SLA?

1. Load Data 2.Create Transform MAP 3.Run transform

What are the steps for using Import Sets and Transform Maps?

Feature Patch HotFix

What are the three release types?

SLA Operational Level Agreement(OLA) how departments work together Underpinning Contract(UC) outside suppliers

What are the three types of SLA?

Conditional Expressions Scripts Roles

What are the three ways Access Control Rules are defined?

Task and CI

What are the two base tables of SN?

User actions Scripts(Business Rules/Workflows)

What can cause events?

New Records New users and groups Modified data Schedules

What cannot be customized with update sets?

Start Stop Pause

What conditions define an SLA?

Event queue

What contains a record of every generated event?

Transform map

What determines the relationship between the Import Set Table and an existing ServiceNow table?

A Form

What displays fields from one record and can be used to edit the record data?

Notifications

What do events trigger?

Data over time to show past history

What do metrics measure?

An Update Set

What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another?

A gauge

What do you call a mapped graphic image on a homepage that are packed reports?

A view

What do you call a saved version of a personalized form?

A Configuration Item (CI)

What do you call a tangible device or intangible dedicated software in the CMDB?

Event

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

Breached

What do you call it when SLA is not met?

Right click form header and click save

What do you click on to save changes without leaving the form?

Submit

What do you click to save changes on a new form and return to the previoiusly viewed page?

Update

What do you click to save changes on an existing record and return to the previously viewed form?

Insert or Insert and stay

What do you do to save a new record to the db instead of updating the current item?

Import Set

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

UI Actions

What do you use to put buttons, links and context menu items on forms and lists?

Configuration Item

What does CI stand for?

A mix of static and dynamically determined content

What does a Notification contain?

Invalid data or mis-typed word

What does a red-dashed line indicate?

All the permissions of any other roles it includes

What does a role inherit?

Makes a field the unique key

What does coalescing do before a transform?

Data Policy (not used much)

What enables admins to set mandatory and read-only states for a field?

Business Service Map graphically displays the CIs that compose a business service and indicates status

What is a BSM map?

A map to determine relationships between fields displaying an Import Set to fields in an existing table

What is a Transform Map in ServiceNow?

A role

What is a collection of permissions to grant access and assign security?

A Business Rule

What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried?

A homepage

What is a dashboard of frequently used content with reports?

SLA

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

Service Catalog

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?

UI Policy

What is a rule that applies to a form to dynamically change form information on the form itself?

CMDB

What is a series of tables that contains all the assets and business services controlled by a company?

A modular unit of variables that can be shared between catalog items

What is a variable set?

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

What is an Access Control?

Customizations

What is another name for Customer Updates?

Assign users to groups, map roles to groups. Don't map roles to users. Apply general roles to large groups and specific roles to smaller groups

What is best practice for users/groups/roles?

Specific to general if all conditions are true (Conditions, Scripts and Roles)

What is the Access Control evaluation?

Cmdb_rel_ci

What is the CI relationship table?

Topics Categories Articles

What is the Knowledge base hierarchy?

cmdb_ci

What is the core CI table?

ACL

What is the list of all Access Controls for a table?

Draft Review Publish

What is the sequencing of publishing an Knowledge Article?

Metrics

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

Data Dictionary

What stores structure and relationship definitions?

Customer Update table (sys_update_xml)

What table is used to track changes in an update set?

Sys_dictionary sys_documentation sys_db-object

What three tables provide Data Dictionary and relationship information?

When you can use UI policies or Access Control Rules

When SHOULDN'T you use client scripts?

Sys_user_group table

Where are groups stored?

Sys_user_role table

Where are roles stored?

Access Control in Tables and Fields

Where are row and column security set?

Click arrow next to breadcrumb in list

Where do you change the Smart Filter Condition Builder?

System Properties, then CSS Properties

Where do you go in SN to change the banner and colors?

System Property in Tables and Fields

Where is Table security set?

In the User sys_user table

Where is the user record stored?

To copy prod over a sub-prod instance

Why would you clone an instance?