ServiceNow System Administrator Certification

How are users related to roles or groups?

1 to many relationships

What is a CI?

A CI is tangible and intangible

What is a column?

A field is a column

What is a row?

A record is a row

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

What controls what data users can access ?

ACL-Access Control List ACLS is a rule that will match the object (Field or Table) and which permissions are required to access the object

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

What are the 3 basic components of Workflow?

Approvals Notifications Task

What are the 3 basic components of workflow?

Approvals Notifications Task

What is BSM?

Business Service Management BSM map graphically displays the configuration items, CI, that support a business service.

What is the Duration of the elevated role?

Current Session

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

does ESS have a role?

ESS does not have a role

What is a tool that will autopopulate the CMDB about your windows computer?

Help the Helpdesk

Can a user open an Incident by email, if so what is utilized?

Inbound Email Action

When you open a service catalog and click the Order button what gets created?

REQ>RITM>TASK

Tables and Fields can be viewed and manipulated where?

Record List Form Tables and Columns

What can you do if the Homepage is slow?

Remove some gauges or change the refresh rate

What is the notification flow and how can a notification be sent out?

Script, Business Rule, Workflow can all send out notifications

How do you limit file attachments?

Security>System Security

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

Security_Admin

Where do you go to add/modify a service catalog item?

Service Catalog>Maintain Item

Retroactive start when activated does what?

Sets start to equal when the ticket was created

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 do you go to delete tables?

Tables and Columns Choose "delete" and type the word "delete"

What do incident, problem and change have in common?

They save to the task table

What provides a guide for moving data from Import Sets?

Transform Map

What is the difference between SLA, OLA, and Underpinning Contracts?

Type Field

How can you set a read only field?

UI Policy

What is ran on the client side and what is ran 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

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 are the workflow stages?

Waiting for approval>fulfillment>delivery>completed

When is a notification sent out?

When an event has been fired

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 record producer?

a specific type of catalog item that allows end users to create task based records such as incident from the service catalog

SLAs include actions that can be triggered when during the lifecycle?

anytime

What are the workflow activities?

approvals,conditions, notifications, task, timers, utilities

What are update sets?

customizations that can be moved from 1 instance to another

What is stored in a table?

data

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

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 (Homepages are not added by default, data does not get added to update sets, scheduled jobs are not added to update sets)

service catalog workflow can be attached in 3 ways:

manually on the catalog item form automatically based on conditions automatically if no other workflows attached

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

modify the order field

If a request is rejected what happens?

notification is sent and sets the status to cancelled

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

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

What provides a guide for moving data from import sets?

transform map

What is a select box, single line text, reference, check box, multiple choice?

variable