Practice Exam 2 (Udemy)

What is a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried? ​ A) Business Rule B) Access Controls Lists C) UI Policy D) Notifications

A. A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met, or to create events for email notifications and script actions.

What are the components of a condition: ​ A) Field, Operator, Value B) Field, Condition, Script C) Variable, Condition, Script D) Variable, Operator, Value

A. A condition consists of three parts: · Field: a choice list based on the table and user access rights. The choice list can include fields on related tables by dot-walking. · Operator: a choice list based on the field type. For example, in the Incident [incident] table, the greater than operator does not apply to the Active field but it does apply to the Priority field. · Value: a text entry field or a choice list, depending on field type. For example, in the Incident [incident] table, the Active field offers a choice list with the values true, false, and empty, while the Short Description field offers a text entry field.

Which modules can you use to create a table? ​ A) Tables & Columns B) Dictionary, Tables & Columns C) Workflow Editor D) System Definitions

A. Administrators and application developers can create custom tables to store application data. Navigate to System Definition > Tables. Click New and complete the form.

How are knowledge articles arranged by default? ​ A) Relevancy B) Assigned to C) Category D) User

A. As an administrator, you can configure the look and functionality of many knowledge base features with knowledge properties. You can access knowledge properties by navigating to Knowledge > Administration > Properties.

The following filter has been created for all open incidents: "All>Active=True>State=In Progress>Priority=1-Critical " What will be displayed if we click on breadcrumb 'State=In Progress'? ​ A) List of incidents which are active and the state is "In Progress" B) List of all incidents C) List of incidents which are active D) List of Critical incidents which are active with state as "In Progress"

A. At the top of any table, hierarchical list of conditions is displayed and these are called as breadcrumbs. They represent the current filter. The breadcrumbs are arranged from left to right and they provide a quick from of filter navigation. Whenever you create filter based on a condition, the breadcrumb will be displayed at the top The left most condition in the breadcrumb is most general and the right condition is more specific. Clicking on "All" removes all the conditions and displays all incidents in the system.

In workflow, what is an activity? ​ A) An automation block such as approvals, conditions, notifications, tasks, timers and utilities B) creates Service Catalog records (an alternative to lists and forms) C) Waiting for Approval, Approved, Pending, Fulfilled, Completed D) Defines unique key for record. If record found, import will update the record. If not found, import will create a new record.

A. Each activity performs a different task, such as running a script, sending notifications, or requesting approvals. Activities can succeed or fail, which can result in actions performed by other activities.

What does BSM acronym stand for? ​ A) Business Service Management (a BSM map displays CI's) B) Relationship between the business and the stakeholders C) Allows the business to order multiple related items D) Business Standard Management

A. Many of the relationships in a BSM map are created through the discovery process. You can also create, define, and delete CI relationships in the map. You can display the map from different perspectives and open specific records that relate to configuration items. The system refreshes the map automatically to reflect changes to the CMDB.

How do you monitor your ServiceNow servlet? ​ A) Stats.do B) sys_id C) Items D) navpage.do

A. Stats.do troubleshooting utility is mainly used by the performance and platform engineers to assist them in getting to the root cause of an issue. In the stats.do page we find information regarding the semaphores available to the instance node. For those of you who are unfamiliar, a semaphore is a count of threads that are permitted to access resources on the node. For example, if your apache-tomcat server is configured to permit N number of semaphores in total, that means that there are up to N threads that are authorized to access a resource at any one point in time. The semaphore set section is broken down into six segments: Default Debug Amb_Received Amb_Send API_Int Presence

The Administrator wants to connect with the co-workers to have conversation on the issues raised. Which of the following option should the Administrator select? ​ A) Toggle Connect Side Bar B) Toggle Help Side Bar C) Impersonate User D) User Menu

A. The Connect sidebar is the primary interface for Connect Chat and Connect Support. It lists your conversations and provides access to create new conversations. The sidebar is collapsed by default. Click the toggle Connect sidebar icon (Toggle Connect sidebar icon) in the banner frame to expand or collapse the sidebar, which appears on the right edge of the interface.

Buttons, form links and context menu are type of: ​ A) UI Actions B) Content Blocks C) Form elements D) UI Pages

A. UI actions include the buttons, links, and context menu items on forms and lists. Configure UI actions to make the UI more interactive, customized, and specific to user activities. Administrators and users with the ui_action_admin role can define UI actions.

What displays the details of tables and their relationships? ​ A) cmdb_ci B) Schema Map C) Base Class D) BSM Icon

B. The schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema. The schema map can also be printed directly from a browser.

How do you call an SLA when it is not met? ​ A) Overdue B) Breached C) Passed Schedule D) Expired

B. A service level agreement (SLA) is a contract between you and your customers that specifies performance measures for support by ticket priority. You can see use SLA information, visible in views and tickets, to prioritize the tickets you address. SLAs are available on Professional and Enterprise. SLA States are: · Active o Active (breached), Paused (breached), and Closed (breached): There are also breached variants of each of these three states. Any given SLA target can be both active and breached, or paused and breached, or closed and breached. This just means that in addition to the definition above, the metric has surpassed the target time assigned to that ticket. · Paused · Breached · Closed

Each record in a table corresponds to: ​ A) Column B) Row C) List D) Fields

B. A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table.

Where is data stored? ​ A) Forms B) Tables C) Workflows D) Lists

B. A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table. Applications use tables and records to manage data and processes, such as Incident, Problem, and CMDB. Tables can extend other tables, creating parent tables and child tables.

Which among the following is true regarding ACLs? ​ A) If there rows and field ACLs, user has to satisfy either to have access to the field ​ B) If there rows and field ACLs, user has to satisfy both to have access to the field

B. Access control list rules are security rules which control user's access to data in system tables. The ACL rules restrict access to entire tables and to individual fields within a table. The users will have to pass certain requirements in order to interact with the data. Contextual security methodology will be used in ACL. · If more than one permission is specified by an access control rule, in order to obtain access to the object and operation the user should meet all permissions · Even if one of the permission check fails, the user will not be able to access the object and operation · If permissions of first matching rule is not met, the permissions of the next matching access control rule will be evaluated as per the processing order.

Which one of the following option can be used by the Administrators to navigate to other user's profile? ​ A) Accessibility enabled B) Impersonate user C) Profile D) Elevated Roles

B. Administrators can impersonate other authenticated users for testing purposes and view impersonation logs. The impersonation option is not visible in the mobile view of the platform. When impersonating another user, the administrator has access to exactly what that user can access in the system, including the same menus and modules. The instance records anything the administrator does while impersonating another user as having been done by that user.

Which one of the below sentences best describes the purpose of an Update Set? ​ A) By default, an Update Set includes customizations, Business Rules and homepages. B) An Update Set is a group of customizations moved Production to Development. C) An update set allows the Major Incident Managers to group a series of changes into a named set and then move the set as a unit to other systems. D) By default, the changes included in an Update Set are visible only in the instance to which they are applied.

B. An update set is a group of configuration changes that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment. An update set is an XML file that contains: · A set of record details that uniquely identify the update set. · A list of configuration changes. · A state that determines whether another instance can retrieve and apply configuration changes. Update sets track changes to applications and system platform features. This allows developers to create new functionality on a non-production instance and promote the changes to another instance.

We have the following filter condition in the list of all open incidents "All>Active=True>Assignment group=Network>Priority=1-Critical>Incident state = In Progress" If we click on the text of the breadcrumb 'Assignment group=Network' what list will come up? A) List of all open incidents with Assignment group=Network and Priority=1-Critical B) List of all open incidents with Assignment group=Network C) List of all open incidents D) List of all incidents in the queue irrespective of the state

B. At the top of any table, hierarchical list of conditions is displayed and these are called as breadcrumbs. They represent the current filter. The breadcrumbs are arranged from left to right and they provide a quick from of filter navigation. Whenever you create filter based on a condition, the breadcrumb will be displayed at the top The left most condition in the breadcrumb is most general and the right condition is more specific. Clicking on "All" removes all the conditions and displays all incidents in the system.

What is a sys_id? ​ A) Unique identifier to call server scripts B) Unique identifier that is designed to every table record C) Unique identifier used in routing data to data center D) A unique value that is used for reporting

B. Each record in the instance is identified by a unique 32-character GUID (Globally Unique ID) called a Sys ID (sys_id). There are various ways to obtain the sys_id of a record. The same sys_id value is never generated twice, which ensures that every record created in every table in every instance in the world has a unique identifier. If two records have the same sys_id value, then one was copied to the other at the database level outside of the Now Platform. When created within the application, sys_id values are unique. The Now Platform and database should manage all operations on sys_id values.

After high security plugin is activated, a security_admin privilege is created. What is an elevated privilege? ​ A) Elevated privilege is used to promote extension tables B) A role that has special permissions for the duration of the log in session C) Users with the Admin role D) Used to enable the ITIL role to have an Admin type access

B. Elevated privilege roles require the user to manually accept the responsibility of using the role before he can access the features of the role. By default, users do not have elevated privilege roles upon login. A user must manually elevate to the privilege of the role. An elevated privilege role lasts only for the duration of your user session. Session timeout or logout removes the role.

What will be the name in ServiceNow for a newly created table "abc" ? ​ A) abc_sys B) u_abc C) sys_a D) a_abc

B. Every custom table and every custom column in ServiceNow is created with u_ prefix. Only ServiceNow can create normal table and associated columns without this prefix. This design is created to separate out the customization from OOB configuration which helps in upgrades and many more things.

If the Default update set is marked complete: ​ A) The default update set cannot be marked completed B) The system creates another update set named Default1 and uses it as the default update set. C) The changes are tracked in the user's current update set. D) The instance fails.

B. If a global default update set does not exist (or is marked Ignored or Completed), the system creates a new update set for the global application scope and performs the following actions: The system sets Default set = true for the new set. The system sets the name of the new set to start with the name of the former default set and appends the next numeral (in the sequence SetName, SetName 1, SetName 2, ..., SetName n). The system sets the newly created set as the administrator's update set

Which of the following is possible via an inbound email action? ​ A) Schedule a job B) Sends an email notification C) Modifying existing records D) Change main banner

B. Inbound email actions are similar to business rules: both use conditions and scripts that take action on a target table. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions: · Record action: setting a value for a field in the target table. · Email reply: sending an email back to the source that triggered the action.

What defines and monitors the guarantees established with an outside supplier and is a tool for supplier management? ​ A) systems, CI, caller B) Underpinning contract (UC) C) Variables D) Catalog Item Designer

B. The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements.

User Interface Terms: Where the modules and applications are listed? ​ A) cmdb_ci B) Application Navigator C) List Control D) Record Control

B. The application navigator, or left navigation bar, provides access to all applications and the modules they contain, enabling users to quickly find information and services. An application is a group of modules, or pages, that provide related information and functionality in an instance. For example, the Incident application contains modules for creating and viewing incidents. The Configuration Management application contains modules for configuring servers, databases, and networks.

Which of the following is the main area in all ServiceNow web pages? ​ A) Banner B) Content Frame C) Application navigator D) User Menu

B. The content frame displays content pages when users select modules in the application navigator. The most basic page types are home page, widgets, lists and forms.

The organization provides desktop with different memory capacity. Some users would require 4GB, 8GB or 16GB RAM machine. The users should be able to order these items in Service Catalog dashboard. Which of the following is a best practice to accomplish the task? ​ A) Create a separate dashboard B) Create Catalog Item for desktop and then Catalog Variable for different memory capacity C) Create Catalog Category for different memory capacity D) Create Catalog Item for different memory capacity

B. · Service catalog variables provide details about the choices which the customer can select while ordering a catalog item · E.g., a variable called "Memory" can be defined for a computer, so that the users can select memory options · The variables can be defined such that it is going to affect an item price, depending on the choices made

What process does the Knowledge Base manage? ​ A) Weekly and monitoring operations reports done on archived and current data B) Document review cycle, which includes submission, feedback from SME, and publishing C) System asset reassignment accomplished as the real-time tracking of hardware and software assets D) Ordering and billing cycle initiated when items are purchased using the service catalog

B. The ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback. To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

What's an example of a CI? ​ A) Service Catalog records (an alternative to lists and forms) B) an automation block such as approvals, conditions, notifications, tasks, timers and utilities C) Computer, Software Contract, Business Service (tangible and intangible) D) A role with special permissions during the logon session.

C. A configuration item type (or CI type) is the data type of the element or configuration item an enterprise wishes to store within the CMDB. At a minimum, all software, hardware, network, and storage CI types are stored and tracked in a CMDB. As enterprises mature, they start to track business CI types in their CMDB, such as people, markets, products, and 3rd party entities such as vendors and partners. This allows the relationships between CIs to become more meaningful and the CMDB to become a stronger source for knowledge management.

Out of the below listed applications which will not run natively on smartphones? ​ A) User administration B) Service Catalog C) Workflow D) Self-Service

C. Editing lists: You cannot edit field values in a record from the list view. Access the record form to modify any field values. Dependency Views map, schema map, graphical Workflow Editor, chart, and visual dispatch tool: Graphics-based tools can be viewed but not modified from the tablet interface. Data presented by these tools is read-only when accessed through the tablet interface. Calendars: You can access calendar reports but scrolling around the calendar as you would on the desktop interface is not supported. Video and image attachment upload: Attach videos and images with both iOS 9 and Android. Other file type attachments are not allowed.

Which of the following helps in finding the records from tables? ​ A) Connect sidebar icon B) Impersonate user C) Global text search icon D) Elevate roles

C. Global text search finds records from multiple tables. To perform a global text search, perform one of the following actions based on the UI version you are using. · UI16: Click the search icon in the banner on the upper right of the System settings for the user interface (UI) , and then enter the search term. · UI15: Enter the search term in the search box in the upper right of the UI15 banner frame and Edge buttons . All UI versions also have a global text search keyboard shortcut. The ui_global_text_search UI Macro provides the global text search field. By default, the system returns results for tasks, Live Feed, policy, people, places, knowledge, and catalog records.

A property of access control, allowing users to leverage their credentials once for access to all provisioned resources on the network. ​ A) Single Sign Online B) Sign Single-On C) Single Sign-On D) Sign-On Single

C. Single sign-on (SSO) is a property of access control of multiple related, yet independent, software systems. With this property, a user logs in with a single ID and password to gain access to any of several related systems. It is often accomplished by using the Lightweight Directory Access Protocol (LDAP) and stored LDAP databases on (directory) servers. A simple version of single sign-on can be achieved over IP networks using cookies but only if the sites share a common DNS parent domain.

The base table of "Change" table is: ​ A) Incident Table B) Problem Table C) Task Table D) Core Table

C. Task [task] is one of the core tables provided with the base system. It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table which extends task can take advantage of task-specific functionality for driving tasks. The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Task [task] Table to provide more fields for tasks to measure duration and effort.

Where do you go to check application server and network responses? ​ A) System Diagnostics > Stats > Stats B) System Update Sets > Merge Update Sets C) System Logs D) System Logs > Events

C. The System Logs module provides a variety of logs that you can use to troubleshoot and debug transactions and events that take place within the instance.

Which of the following is a contract between an IT service provider and third party? ​ A) Service Level Agreement B) Vendor Contract C) Underpinning Contract

C. The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements.

Which role is required for creating ACL? ​ approval_admin itil_admin security_admin admin

C. The object is the target to which access needs to be controlled. Each object consists of a type and name that uniquely identifies a particular table, field, or record. All access control list rules specify: · The object and operation being secured · The permissions required to access the object Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before they can interact with it. · security_admin check box should be checked to create access controls.

In the smart filter condition builder, what are the three elements of a filter? ​ A) They are the same B) Application Service Response, network latency and browser rendering C) Field, Operator, Value D) Social IT > Feed administration > Messages

C. The system provides a set of operators for use with filters, condition builders, and encoded queries. The data type of a field determines what operators are available for it. A condition consists of three parts: · Field: o a choice list based on the table and user access rights. The choice list can include fields on related tables by dot-walking. · Operator: o a choice list based on the field type. For example, in the Incident [incident] table, the greater than operator does not apply to the Active field but it does apply to the Priority field. · Value: o a text entry field or a choice list, depending on field type. For example, in the Incident [incident] table, the Active field offers a choice list with the values true, false, and empty, while the Short Description field offers a text entry field.

Where do you change the banner of the application? ​ A) Order it from Service Catalog B) cmn_location C) System Properties and in CSS Properties D) Application Navigator

C. To update the banner image in the System Properties > System page, you must first upload the image. Note: Setting a banner image in the company profile overrides the image selected in System Properties > System.

What does RITM stand for? ​ A) Request Item to Move B) Remote Infrastructure Technology Manager C) Request Item D) All of the above

C. When a user orders from the catalog, they add all the items to their cart. Next step would be to submit the cart containing the items and a request will be generated. The request is the top level record for this order, it is the container the requested items are included under. The items ordered are the requested items.

What is a Workflow primarily used for? ​ A) To send email notifications​ B) To schedule reports C) To automate a sequence of activities D) To order catalog items

C. Workflow provides a drag-and-drop interface for automating multi-step processes across the platform. Each workflow consists of a sequence of activities, such as generating records, notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents workflows visually as a type of flowchart. It shows activities as boxes labeled with information about that activity and transitions from one activity to the next as lines connecting the boxes.

Which of the following client script works on list view? ​ A) OnLoad B) OnChange​ C) OnCellEdit D) OnSubmit

C. onCellEdit() — runs when the list editor changes a cell value. The onCellEdit() client script must specify these parameters.

What are the different components of an SLA? ​ A) SLA Definition, SLA Workflow, Task SLA, SLA Conditions B) SLA Definition, SLA Workflow, SLA Conditions C) SLA Definition, Task SLA, SLA Workflow, SLA Automation, SLA Conditions D) SLA Workflow, SLA Automation, SLA Conditions

C. · An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks. · SLA typically uses workflows to send notifications. · Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time. · SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed. · SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel.

What will happen when one user has many groups? What roles will he inherit? ​ A) The user will not inherit any roles from groups. B) All the roles from all the groups. C) All the roles from all the groups the user belongs to. D) Only roles with the highest permission from all the roles from all the groups the user belongs to.

C. A user inherits roles from all groups to which the user belongs. You can also assign roles directly to a user. Whenever a user is assigned a new role, it only takes affect after logging in with a new session.

Which one of the following statements is true for system Administrators who are deleting tables? ​ A) Deleting a table does not delete other associated elements like views and gauges. these elements must be deleted separately. B) Deleting an out of box system table permanently deletes it from use by all instances at a customer site. C) Only tables beginning with "u_" can be permanently deleted. D) An ESS user can delete any configuration item that is referenced by the problem table, saving you time.

C. Every custom table and every custom column in ServiceNow is created with u_ prefix. Only ServiceNow can create normal table and associated columns without this prefix. This design is created to separate out the customization from OOB configuration which helps in upgrades and many more things.

Which application contains SLA, OLA and UC (Underpinning Contracts)? ​ A) Service Catalog B) Content Management C) Service Level Management D) Asset Contract

C. Service Level Management (SLM) enables you to monitor and manage the quality of the services offered by your organization. Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided. The intention of SLM is to provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met.

Which of the following modules are available to ITIL users by default? ​ A) Self-Service, Knowledge, Change​ B) Time Cards, Reports, Knowledge C) Incident, Problem, Change D) Incident, Problem, Change, Service Catalog

D. A user assigned with the ITIL role can perform standard actions for an ITIL help desk technician. Can open, update, close incidents, problems, changes, configuration management items. By default, only users with the itil role can have tasks assigned to them.

How do you know which release version of Service now you are working on? ​ A) Go to system Diagnostics-Expression cache stats B) Go to system Diagnostics-version and Memory stats C) Go to System Diagnostics-Stats and check the build name D) Go to System Diagnostics->Stats->Stats and check the build name

D. Administrators can use the System Diagnostics page to look for root causes of platform performance issues and not only. This page provides an overview of useful diagnostic information about a running instance and cluster nodes. In order to access it, from the application navigator, navigate to System Diagnostics > Diagnostics Page.

Which of the following gets automatically captured in an update set? ​ A) Table, forms, data B) Tables, lists, data C) Table, schedules, forms D) Tables, forms, views

D. An update set is a group of configuration changes that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment. An update set is an XML file that contains: · A set of record details that uniquely identify the update set. · A list of configuration changes. · A state that determines whether another instance can retrieve and apply configuration changes. Update sets track changes to applications and system platform features. This allows developers to create new functionality on a non-production instance and promote the changes to another instance.

If both client script and business rule are applied on a table, which one will get executed first? ​ A) Client Script B) Outbound Rule C) Inbound Rule D) Business rule

D. Business rules run when a ServiceNow form is displayed, or when the update, save, or delete operations occur. They are "event-driven". When they do execute, Business Rules can set field values, add a message, or run a script. A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met, or to create events for email notifications and script actions.

Which one of the following contains text search options? ​ A) Homepage B) Lists C) Knowledge D) All of the above

D. Global text search o Find records in multiple tables from a single search field. · Lists Find records in a list; o search in a specific field (Go to), all fields (Search), or in a specific column. · Knowledge Base o Find knowledge articles. · Navigation filter o Filter the items in the application navigator. · Live feed o Filter, search, or sort messages in live feed. · UI pages o Create a custom UI page to search for records in a table.

Which setting allows the user to view knowledge articles without logging in? ​ A) View all Role B) View All Setting C) Public Setting D) ESS Role

D. If the KB Article is marked public anyone with the ESS (employee self-service) should be able to access it with the URL for that article.

What are variables in regards with Service Catalog? ​ A) None of the above B) They define the items in service catalog C) They define the rules of order guide D) They define the questions to ask to end user while ordering catalog items

D. Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

Multiple Choice, Single Line Texts and Select Box are what type of elements in Service Now? ​ A) Order Guides B) Related Lists C) Request Types D) Variable Types

D. Several types of service catalog variables are provided. Some variable types accept variable attributes. Service catalog variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer. For example, you can define a variable called Memory to provide users with memory options at an extra cost for a PC catalog item. An Apple iPhone catalog item can use a variable called Color that allows customers to select the color when they order the phone from the catalog. You can define some variables to affect an item price, depending on the choices made. Service Catalog provides several types of variables, which are also referred to as questions. Variables can be stored, accessed from multiple places, and passed between tasks in a process when fulfilling a request. They can be displayed on the Requested Item and Catalog Task forms after an item has been ordered.

Incident, Problem tables inherit which table ​ A) User Table B) Incident Table C) Problem Table D) Task Table

D. Task [task] is one of the core tables provided with the base system. It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table which extends task can take advantage of task-specific functionality for driving tasks. The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Task [task] Table to provide more fields for tasks to measure duration and effort.

ACL is part of which type security? ​ Compliance Security Physical Security General Security Contextual Security

D. The contextual security manager provides incredible flexibility and power to protect information by controlling read/write/create/delete authorization. Applications and modules both contain lists of roles under which they can be viewed. For example, the System Definition application requires the admin role to be viewed. Security rights for Applications and Modules are still defined via these role arrays although they may be transitioned to ACLs at some future date.

How are users related to roles or groups? ​ A) Many to 1 relationship B) 1 to 1 relationship C) 1 to many relationships D) Many to many relationships

D. Users (table sys_user) are related to Roles (table sys_user_role) with a many-to-many table (sys_user_has_role) which keeps records that each have a reference to one User and one Role. When you add a Role directly to a User, a record is generated in the sys_user_has_role table. When you remove a role from that User, the record is deleted. Similarly, Groups (table sys_user_group) are related to Users with a many-to-many table (sys_user_grmember), which has records that each reference a single Group and a single User.

A new group has been created to access service catalog requests however the group members are not able to access it. What is the BEST practice that should be followed to make sure the group members are able to access the requests? ​ A) Assign catalog role to individual users and to the group B) Assign catalog role to individual users and then add them to the group C) Assign catalog role to individual users D) Assign catalog role to the group and then add users to the group

D. · A user is an entity that can be authenticated · A group is a collection of users who perform the common function like performing work order tasks or resolving incidents · Instead of assigning roles to users, it always a good practice is to assign roles to the groups · If a user is moved to another group, the role assigned to the new group is applied automatically

Which module is used to add the items in service catalog? ​ A) Service Catalog -> Content Items B) Service Catalog -> Order Guide C) Service Catalog -> My Items D) Service Catalog -> Maintain Items

D. · Navigate to Service Catalog > Maintain Items. · Click New. · Enter the catalog item details · Click on Submit

How do you edit/create a workflow? ​ A) Vi-Editor B) XML Editor C) Paint shop D) Graphical Workflow editor

D. · Navigate to Workflow > Workflow Editor. · On the Workflows tab in the palette, click New Workflow. · Fill in the mandatory fields · Click on submit

What are the steps in SLA? ​ A) Start, Hold, Stop B) Start, Pause, Stop, End C) Start, Hold, Stop, End D) Start, Pause, Stop

D. · Start condition o Enables you to define the conditions under which the SLA will be attached. o You can choose the conditions from the When to cancel list under which the SLA will be canceled. · Pause Condition o Enables you to define the conditions under which the SLA will suspend increasing elapsed time. o You can choose the conditions from the When to resume list under which the SLA will resume increasing elapsed time. · Stop condition o Enables you to define the conditions under which the SLA completes. o If all of the specified stop conditions match, then the task SLA will complete regardless of whether it is breached.