Certification serviceNow

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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


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