Certification serviceNow
Where do you change the Smart Filter Condition Builder?
Click arrow next to breadcrumb in list
How do you apply a saved filter?
Click on the table name at the top of a list and select filter
What is the CI relationship table?
Cmdb_rel_ci
How are users related to roles or groups?
1 to many relationships
What are three best practice rules for users/groups/roles?
1. Assign users to groups, map roles to groups. 2. Don't map roles to users. 3. Apply general roles to large groups and specific roles to smaller groups.
What are the three ways Access Control Rules are defined?
1. Conditional Expressions 2. Scripts 3. Roles
Name three interfaces for viewing and manipulating tables?
1. Record list view 2. Schema map 3. Tables and Columns module
What is the list of all Access Controls for a table?
ACL
How do you limit file attachments?
ACL-Access Control List
What controls what data users can access ?
ACL-Access Control List
What has conditions,scripts and roles and can limit security?
ACL-Access Control List
What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?
ACL-Access Control List
Where are row and column security set?
Access Control in Tables and Fields
When is the security_admin privilege created ?
After the High Security plugin is activated
What does a role inherit?
All the permissions of any other roles it includes
What is BSM?
Business Service Management BSM map graphically displays the configuration items, CI, that support a business service
How do you display the slushbucket?
Click List Mechanic gear above check boxes
What is the duration of the elevated role?
Current Session
What is stored in a table?
Data
What stores structure and relationship definitions?
Data Dictionary
What enables admins to set mandatory and read-only state for field?
Data Policy (not used much)
What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
Data policy
My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town, what would he/she utilize in ServiceNow?
Delegate-Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you
What is the sequencing of publishing a Knowledge Article?
Draft Review Publish
Tables and Fields can be viewed and manipulated where?
Form Tables and Columns
Business Rules apply when?
Globally
Where are group or user roles created?
Group or user roles are created at User Administration
What is a tool that will autopopulate the CMDB about your windows computer?
Help the Helpdesk
Where is the user record stored?
In the User [sys_user] table
Can a user open an Incident by email, if so what is utilized?
Inbound Email Action
What do you do to save a new record to the db instead of updating the current item?
Insert or Insert and stay
What does a red-dashed line indicate?
Invalid data or mis-typed word
What are the field status indicators?
Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only
How do you change the sort sequence of fields or task?
Modify the order field
Can plug-ins be removed?
No, but they can be disabled
If a request is rejected what happens?
Notification is sent and sets the status to cancelled
How do you establish the sequence for displaying lists??
Order field - Best practice 3 digit numbers
When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
What do incident, problem and change have in common?
They save to the task table
Client script apply only when?
When accessed through the form
When is a notification sent out?
When an event has been fired
When SHOULDN'T you use client scripts?
When you can use UI policies or Access Control Rules
What are the six workflow activities?
approvals,conditions, notifications, task, timers, utilities
What is the core CI table?
cmdb_ci
Which workflow is designed to be used over and over again?
default SLA Workflow
What are update sets?
groups of customizations that can be moved from one instance to another
What does SaaS stand for?
software as a service
What are the steps in a SLA?
start stop pause
Where can you view information about system activity?
system logs
What are the 3 levels of Access?
1. System (username/pw) 2. Applications and Modules (Roles) 3. Tables and Fields (System Properties/Access Control)
What three things can send a notification?
1. Script 2. Business Rule 3. Workflow
What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary 2. sys_documentation 3. sys_db-object
Service catalog workflow can be attached in 3 ways:
1. manually on the catalog item form 2. automatically based on conditions 3. automatically if no other workflows attached
Client scripts can be executed in four ways. What are they?
1. onCellEdit 2. onChange 3. onLoad 4. onSubmit
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 Business Rule
What is a CI?
A CI is tangible and intangible
What do you call a tangible device or intangible dedicated software in the CMDB?
A Configuration Item (CI)
What displays fields from one record and can be used to edit the record data?
A Form
What is a column?
A field is a column
What is a Transform Map in ServiceNow?
A map to determine relationships between fields displaying an Import Set to fields in an existing table
What is a business rule?
A piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database action has occurred.
What is a row?
A record is a row
What is a collection of permission to grant access and assign security?
A role
What is an elevated privilege?
A role that has special permissions for the duration of the log in session
What is an Access Control?
A security rule defined and set at the row and column level
What is a record producer?
A specific type of catalog item that allows end users to create task based records such as incident from the service catalog
What do you call a saved version of a personalized form?
A view
If the system is going to be upgraded,what will be exempt from the upgrade?
Any record that has been altered from the base state by the customer
SLAs include actions that can be triggered when during the lifecycle?
Anytime
What are the 3 basic components of Workflow?
Approvals Notifications Task
What is a BSM map?
Business Service Map graphically displays the CIs that compose a biz service and indicates status
What is a series of tables that contains all the assets and business services controlled by a compay?
CMDB
List CI examples?
Computers/Devices on the network software, contracts and licenses, Business services
What does CI stand for?
Configuration Item
Does ESS have a role?
ESS does not have a role
Where do you go to add/modify a service catalog item?
Service Catalog>Maintain Item
What do you click on to save changes without leaving the form?
Right click form header and click save
To access the control list you have to have which access?
Security_Admin
What application is available to all users?
Self-Service
Retroactive start when activated does what?
Sets start to equal when the ticket was created
What is the Access Control evaluation?
Specific to general if all conditions are true (Conditions, Scripts and Roles)
What do you click to save changes on a new form and return to the prev viewed page?
Submit
What module tracks all upgrades made to the system?
System Diagnostics>Upgrade History
Where do you go in ServiceNow to change the banner and colors?
System Properties, then CSS Properties
Where is Table security set?
System Property in Tables and Fields
Where do you go to delete tables??
Tables and Columns Choose "delete" and type the word "delete"
What are the two base tables of SN?
Task and CI
What provides a guide for moving data from import sets?
Transform map
What is the difference between SLA, OLA, and Underpinning Contracts?
Type Field
What do you use to put buttons, links and context menu items on forms and lists?
UI Actions
How is a field made to be read only?
UI Policy
What is a rule that applies to a form to dynamically change form information on the form itself?
UI Policy
What two things are run on the client side and what two things are run on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
What is a variable set?
Unit of variables that can be shared between catalog items
What do you click to save changes on an existing record and return to prev form?
Update
If importing data, how do you keep from importing duplicates?
Utilize the Coalace field to state which field is the unique key
How do you modify or create workflow?
Utilize the Graphical Workflow Editor
What is a select box, single line text, reference, check box, multiple choice?
Variable
Where does the home icon take you and what does the icon look like?
takes you to the Homepage and the icon looks like a little home
