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1)What application is available to all users?

2)What is a form?
ans:Forms are used to display information from a single record in a
--Users with appropriate permissions can create, view, or edit
records in a form.
3)What are the form feature field status indicators?
ans: a. Light red - A required field that has a saved value
b. Green - Modified field conten
c. Red - Required field that requires a value
d. Orange - Read only data that is not editable
4)What is a list?
ans: Lists display information in a table, organized in sortable
--You can search, sort, filter, and edit lists.
5)What are the list interface elements?
ans:a. Title bar
b. Breadcrumbs
c. Column headings
d. fields

6)What is a field?
ans: A field is a cell in a table that holds an individual (unique) piece
of data. The intersection of a row and column.
7)What type of field in a list is not sortable?
ans: Time fields, such as Duration.
8)What is a Power edge toolbar?
ans: It's the gray toolbar on the left side of the screen for the new
a. It allows you to show or hide the application navigator or
banner frame
b. Split the screens - Resize screen
c. Create and manage bookmarks.
9)What features of ITIL are utilized by the ServiceNow platform?
ans: ITIL is Strategy, Design, Transition, Operations
--OSTD; Oh, it is an STD.
10)What is ServiceNow?
ans: Service Now is a cloud based ITSM tool built on Web 2.0, SAAS ,
ITIL v3, PaaS, and IT 3.0.
Its significant differential from competitors is that ServiceNow
applications are built on a single platform.
i. SAAS - Software as a service- Service now is the on-demand
leader in IT service management.

ii. ITIL v3 - is a platform of applications offering continual service

iii. Platform as a Service (PAAS) - delivery of an on demand,
webbased solution stack. Service now is java based and uses tomcat on Linux.
iv. IT 3.0 refers to added social IT functionality. Chat etc.
11)Which of the following are contained in the banner frame that runs
across the top of every Servicenow webpage?
ans: a. Welcome message
b. Impersonation key
c. Logout
d. Homepage
e. Print
f. Hel
g. Debug
h. Global text search
i. Header Expand / Collapse
j. All of the above All of the above
12)What is an application?
ans: Applications are a grouping of modules or an organizational
element in Service Now

13)True or false - The application navigator provides links to all applications

and modules they comprise.
14)True or false - The type filter text is a valuable way of searching
applications in Service Now.
15)In what way does the switch perspective feature in the application
navigator assist you in organizing applications in Service Now?
ans:It allows you to view applications from the perspective of
individual roles such as ITIL, Asset Management, or Admin etc.
16)What is the main area/frame in all Service Now web pages called?
ans:Content pane
17)What is a breadcrumb?
ans: A horizontal display of filter conditions showing the hierarchy of
the conditions used to display the form or list results.
--Like a "breadcrumb" trail of where you have been.
18)Where is the impersonation feature located?
ans:It's a picture of a key and it's in the banner frame next to
welcome message.
19)What are the 3 ways to bring users into the Service Now system?
ans: a. Through Single Signon and LDAP
b. Using an import set (importing users)

c. Manually creating users

20)What are the benefits of using
ans:a. Permissions and Access - Simplified ability to assign permissions
b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifications
d. Email notifications
21)What is a role?
ans:a. A role is an organizational element. Roles are granted access to
b. Roles are collections of permissions
c. A role is a record in the Role table; a role is a persona that is
assigned to a group or single user. An example is the admin role.
22)What are the out-of-the-box Service Now roles?
ans:a. System Administrator
b. ITIL (or process) roles fulfill ITIL activities
c. ESS - users and end users. Anyone in the system who is not
assigned to another role.
23)What is Access Control?
ans:Access control is a security role defined and set at the Row-level
(access to the record) and at the column level (access to the field), and is
triggered when attempting to access any Service Now table
24)What is an Access Control Rule in Service Now?

ans:a. ACLs are a list of all access controls for a table. Access
controls are defined by roles, conditional expressions and scripts.
b. ACL rules are used to control what data users can access and
how they can access it.
c. Each ACL rule specifies the object being secured and the
permission required to access the object
d. ACLs are defined by the security admin in System Security >
Access Control
25)What is an example of when you would use an Access Control Rule in
Service Now?
ans:One example would be making the Updated By field on an incident
form read-only for ITIL users, but editable by Admins.
i. Login as admin
ii. Right click on "updated by " field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.
26)What is the the high security plugin in Service Now?
ans:High security creates a security_admin elevated privilege role.
The elevated privilege role is manually assigned and not
inherited from any role. The elevated privilege only exists during current
--Accessed from System Security > High Security Settings:

27)What is contextual security in Service Now?

ans: a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in
the table hierarchy
c. Defines access control rules to any level
28)After the High Security Plugin is activated, a security_admin privilege is
created. What is an elevated permission?
ans: An elevated permission is a role that has special permissions for
the duration of the log in session.
29)Which of the following does the CMDB application in Service Now do?
ans:a. Helps locate failed changes
b. Facilitate quick impact analysis
c. Increase cost saving to the business
d. Contains assets and there relationships
e. All of the above All of the above
30)What are the two major record types in the ucmdb?
ans: a. Core Configuration Item [cmdb_ci]
b. CI relationship [cmdb_rel_ci]
31)What is a business service map (bsm)?

ans: A business service map graphically displays the configuration

items that compose a business service and indicates the status of those
configuration items.
--A good example of a business service map is exchange and all
the upstream and down stream CI's that make up the exchange service.
32)Multiple Choice, Single Line Text, and Select Box are what type of
elements in Service Now?
ans:Variable Types
33)What is a metric?
ans: Metrics measure data over time to show past history.
A metric is used to measure and evaluate the effectiveness of IT
Service Management process.
--An example of a metric is that it could measure the
effectiveness of the incident resolution process by calculating how long it
takes to resolve an incident.
--Metrics are viewed in SN by going to Metrics > Definitions
34)What are the types of metrics?
ans: a. Field value duration - measures a time interval from when a
value in a field is achieved until it is changed.
b. Script calculation - creates a metric instance using script. The
script does calculations and inserts data into the metric table
[metric_instance]. Using a script calculation gives you additional leverage to
capture and record data.
35)What does Custom Charting plugin allow you to do?

ans: Custom Charting allows you to create charts when you have a
requirement that can not be satisfied with the Report application.
--Advanced Reporting?
36)What does a Service Now homepage provide?
ans:a. A dashboard of frequently used content which usually includes
b. A personal space that is configured to be the first page seen
after login.
c. Access to multiple personal homepages.
d. Access to other global homepages the user has the rights to
37)What is a gauge?
ans:Gauges are a graphical way to display information from an
A gauge might, for example, show a bar chart breaking down all
open incidents by category. Gauges are fully supported within the CMS
system. What this means in practice is that A) you can put a gauge on a CMS
page and B) you can control what will happen when a user clicks on a cell
within that gauge
Gauges are created by admins or users with Gauge_Maker role
38)What is a Service Level Agreement in Service Now?
ans:A Service Level Agreement in Service Now is a record in the SLA
table [contract_sla] that defines:
1) A set amount of time for a task to reach a certain condition,

2) The tables to access,

3) What type of SLA is being evaluated
If the SLA task does not reach the condition, the task is
marked breach.
SLAs contain actions that can be triggered at different times
during the life cycle of the SLA.
39)What is the greatest benefit of utilizing Service Level Agreements?
ans: SLA's allow an IT Service Desk (or other support group) to track
if their representatives are providing a specific level of service, and run
reports on the success rates of the SLA actions.
SLAs are commonly used to make sure incidents are being
resolved within desired amount of time.
40)In a Service Level Agreement definition, what are the conditions that
will trigger an SLA?
ans: Start Condition, Stop Condition, Pause condition
Open > Closed or Pending
A pause condition is for example, when a support individual marks
a ticket "pending customer feedback"
41)What are the 4 aspects of Service Level Agreement?
ans:1) SLA Definition --The record defining the conditions to trigger
the SLA
2) Task SLA--Individual instances of the SLA associated with
particular tasks.

3) SLA Automation--The business rule and scheduled job that

automates the SLA
4) SLA Workflow--The workflow driving events or actions based
on the SLA
42)What are the types of Service Level Agreements in Service Now?
ans: 1) SLA agreement
2) Operational level agreement (ola) ---Defines how departments
work together to meet the service level required
3) Underpinning contract (UC)--Manages, monitors, and defines
agreements with outside suppliers. It's a tool for supplier management.

43)What is a Service Now knowledge base?

ans: a. A repository used for the storage and publication of important
information that requires distribution within an organization
b. Something that stores shared configuration documentation,
policy documents, compliance documents
c. Security policy and procedure documents
44)What are some of the ways the knowledge base is populated?
ans:a. Manually - by creating news articles
b. Automatically - from events or from an incident or task --You
can develop a business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer

e. From an existing problem record,--The problem application

plugin has a workarounds feature
45)What is the hierarchy (categorization) of the knowledge base when
searching knowledge?
ans:Topic > Category > Location (optional)
Register > Peripherals
Register > POS
Register > Hardware
46)What is the Service Catalog in Service Now?
ans:a. The Service Catalog is a central repository of goods and
services for end-users
b. It's an ordering system for goods and services
c. Help and training portal
47)What is a Record producer and how does it relate to the Service
ans: A record producer provides a user-friendly alternative to the
regular form interface. Record producers populate record data using
variables and scripts
--They ask users a series of questions to assist in the request
--This assists them in providing correct and relevant information
on forms.


--They provide a single point of entry to create an incident or

48)What is an Order Guide?

ans: a. An order guide provides the ability to order multiple, related
items as one request.
b. An order guide prompts user information and uses the rule
base to generate the available options
--Depending on what fields are chosen on the form, the system
displays relevant catalog items.
c. When a user orders an item from the catalog, a request is
49)True or False - An order generates a request.
ans: True. A request is generated to keep track of the specific order.
50)What are the 3 types of "ticket numbers" generated from an order?
ans: a. Request Number (REQ) - The request is generated and given a
REQ number
b. Request Item (RITM) - Each item in the order is assigned a
Requested Item number
c. Catalog Task number - For each requested item, a set of
catalog tasks are created. Each task is assigned a catalog task number
51)What do Service Catalog Variables provide?
ans: a. Options to tailor a catalog item to the customers' needs
b. Definitions of available item options using questions choices

c. Variables define questions for users

d. Question selections then define the available option
52)True or False - On a variable, the order field establishes the sequence
for displaying the variables?
ans:True. Variables with a lower integer order will appear first on the
53)True or False - A Variable Set is a modular unit of variables that can be
shared between catalog items?
ans:True. You define the variable set once and then use it in multiple
54)What role allows users to define catalog items?
ans: Catalog_admin
55)What is an update set?
ans: A group of customizations that can be moved from one instance
to another.
--Allows administrators to group a series of changes into a named
set and then move this set as a unit to the other instance.
--Update sets are "point in time" xml snapshots of records.
--An update set writes changes from tracked tables to the
customer update tables sys_update+xml
56)True or False -An update set is a "point in time" XML snapshot of the

ans:True. An update set works by writing changes from tracked tables

to the customer updates table [sys_update_xml)
57)Which of the following are you allowed to make customizations to?
a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view
g. All of the above All of the above
58)Which of these are NOT a customization:
a. New records (data)
b. New users and groups
c. Modified cis
d. Schedules
e. All of the above All of the above
59)By default in Service Now, what customizations are added to Update

a. Changes made to data
b. Changes made to a form
c. Changes made to a schedule
d. Changes made to an homepage B. Changes made to a form are
included in an Update Set.
e. Changes made to data, a schedule, or a homepage are not
60)True or False - It is best practice to never make changes to an update
set in the Default update set.
ans:True. The baseline and Default update sets are self-maintaining
and it is not recommended to change or delete or move them between
61)Which of the following are best practices when working with update


a. Have a plan to manage changes, identify a common migration

b. Communicate efficiently by knowing whats being developed and

make sure administrators are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets

f. All of the above All of the above

62)True or false - Update sets should not be deleted.
ans:True. Deleting update sets is not recommended for three reasons:
i. It does not undo the updates made to the set
ii. It removes any record of who applied customization's to any
iii. Next upgrade, customizations will be over written
63)What is an import set?
ans:An import set is a tool used to import data from various data
sources and then map that data into Service Now tables. It is a Data Load.
1) This is an admin function
2) Data that already matches or exists is skipped.
64)What is the purpose of the import set table?
ans:It acts as a staging area for records (rows) imported.
65)What are the possible import sources?
ans: 1. CSV
2. Excel
3. XML
4. Network

6. FTP
66)What do transformation maps do?
ans: Map source data to destination table
Allows you to transform import data into the desired Service
Now format.
a. Kinda like Extract, Transform, load except its Import
transform load.
--Any table in Service Now is a potential destination for
transformation of an import set
--Any field within a table can serve as a potential
destination for transformation from a field within an import set.


--You can reuse existing transform maps for mapping

67)What is the task table?

ans:Task table [task] is one of the core tables provided with the base
It provides a series of standard fields used on each of the
tables that extend it, such as the Incident [incident] and Problem [problem]
Any table that extends Task can take advantage of taskspecific functionality for driving tasks.
68)What are UI Policies?
ans: UI policy is client side business rules.

Examples of UI policy - by qualification or criterion

i. Make a Close Notes field mandatory
ii. Hide the Opened by field
iii. Make the Priority, Severity, and Urgency fields read-only
iv. Run a client script that displays an alert message
69)What are UI Actions?
ans: UI Actions are an easy way to put buttons, links, and context
menu items on forms and lists, making the UI more interactive,
customizable, and specific to user activities.
These buttons, links, and context menu items can be scripted,
making them more powerful.
i. UI Actions include:
1. Form buttons
2. Form context menu items (right-click the header)
3. Form links (Related Links in a form)
4. List buttons
5. List context menu items (right-click a record)
6. List choices (at the bottom of a list)
7. List links (Related Links at the bottom of a list)
ii. UI actions are given access via permission

70)What is a Client Script?

ans:Client scripts are scripts that run on the client-side instead of
the server-side.
You can define JavaScript to run in the client browser. Several
types of scripts are supported:
i. onLoad(): Runs when a form is loaded
ii. onChange(): Runs when a particular widget changes value
iii. onSubmit(): Runs when a form is submitted
iv. onCellEdit(): Runs when a cell on a list changes value
71)What is a Business Rule?
ans: A business rule is a piece of JavaScript configured to run
(perform an action) when a record is displayed, inserted, updated, deleted,
or when a table is queried.
A business rule can be set to run before or after the database
action has occurred.
In the case of a query, the business rule runs before the
database operation, so that the data returned to the user is appropriate to
their system privileges (user roles).
A typical business rule might execute a script after a user
updates an incident or escalates the priority of a change request. Use a
business rules to create new events for email notification and script actions.
72)What is a Workflow?
ans: A workflow is a virtual representation of tasks consisting of
connected steps planned out in a sequential manner. Workflows are tracked
in the sc_request table

For each step in the workflow, an activity is processed

--The behavior is determined when the activity begins
--Workflows provide a summary of workflow progress by
updating any field designated as a stage field.
73)What are 3 ways to attach workflows to particular requests?
ans:a. Manually on the catalog item form
b. Automatically based on condition
c. Automatically if there are no other workflows
74)Once a Service Catalog Request is submitted, what workflow stages does
the request go to?
ans: a. Waiting for approval
b. Fulfillment
c. Delivery
d. Completed
e. Request Cancelled
75)The Graphical Workflow Editor is used to drive delivery of a service
catalog order; what are the three basic components to generate and assign?
ans: a. Approvals
b. Notifications
c. Tasks

76)Which of the following are workflow activities?
a. Approvals
b. Notifications
c. Timers - Pause the workflow for a set period of time
d. Tasks
e. Utilities
f. All of the above All of the above
77)True or False - Workflows need to be checked out before they can be
ans:True. This is to prevent other users (with appropriate
permissions) from making concurrent changes and overwriting.
78)True or False - To make a new or edited workflow available to all users, it
needs to be published.
ans:True. Only published workflows are available to all users.
79)What are common Out of the Box places where workflows are commonly
seen in Service Now?
ans:a. Routine Changes
b. Emergency Changes
c. Service Level Agreements (SLA)

80)True or False - All Workflows have a beginning and end.

ans: True. Without a beginning the workflow will never start. Without
an end the workflow will run indefinitely.
81)True or False - A workflow can have multiple layers of approval.
82)What are the Wildcard Search Syntax?
ans:*mySearch - Contains
mySearch% - Starts with
%mySearch - Ends with
!*mySearch - Does not contain
=mySearch - Equals
!=mySearch - Does not equal
mySearch - Greater than or equal to
83)If there is an error in a form field, how will this be displayed?
ans:A red dashed line will indicate invalid data or a mistyped word.
--The system will not save or update the record unless the
error is corrected.
84)What is the sequencing of publishing a Knowledge Article?

85)What are the 3 basic components of Workflow?
ans: Approvals
86)How do you modify or create workflow?
ans: Utilize the Graphical Workflow Editor
87)Where do you go in ServiceNow to change the banner and colors?
ans: System Properties, then CSS Properties
88)What provides a guide for moving data from import sets?
ans:transform map
89)How do you change the sort sequence of fields or task?
ans:modify the order field
90)Tables and Fields can be viewed and manipulated where?
ans: Record List
Tables and Columns
91)To access the control list you have to have which access?

92)What are the 3 basic components of workflow?

ans: Approvals
93)Where do you go to delete tables?
ans:Tables and Columns
Choose "delete" and type the word "delete"
94)What is a row?
ans:A record is a row
95)What is a column?
ans: A field is a column
96)What do incident, problem and change have in common?
ans:They save to the task table
97)If importing data, how do you keep from importing duplicates?
ans:Utilize the Coalace field to state which field is the unique key
98)What controls what data users can access ?
ans: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
99)Where do you go to add/modify a service catalog item?

ans: Service Catalog>Maintain Item

100)What provides a guide for moving data from Import Sets?
ans:Transform Map
101)What is stored in a table?
ans: data
102)How are users related to roles or groups?
ans: 1 to many relationships
103)What are update sets?
ans:groups of customizations that can be moved from one instance to
(Homepages are not added by default, data does not get
added to update sets, scheduled jobs are not added to update sets)
104)What is a CI?
ans:A CI is tangible and intangible
105)What is BSM?
ans: Business Service Management BSM map graphically displays the
configuration items, CI, that support a business service.
106)What is a tool that will autopopulate the CMDB about your windows
ans: Help the Helpdesk
107)What is a record producer?

ans: a specific type of catalog item that allows end users to create
task based records such as incident from the service catalog
108)does ESS have a role?
ans:ESS does not have a role
109)When you open a service catalog and click the Order button what gets
110)What is a select box, single line text, reference, check box, multiple
111)What is a variable set?
ans: Unit of variables that can be shared between catalog items
112)What are the workflow stages?
ans:Waiting for approval>fulfillment>delivery>completed
113)What are the workflow activities?
ans:approvals,conditions, notifications, task, timers, utilities
114)If a request is rejected what happens?
ans: notification is sent and sets the status to cancelled
115)service catalog workflow can be attached in 3 ways:
a) manually on the catalog item form

b)automatically based on conditions

c)automatically if no other workflows attached
116)SLAs include actions that can be triggered when during the lifecycle?
117)What is the difference between SLA, OLA, and Underpinning Contracts?
ans: Type Field
118)which workflow is designed to be used over and over again?
ans:default SLA Workflow
119)What are the steps in a SLA?
120)What is ran on the client side and what is ran on the server side?
ans:UI Policy/Client Script is Client Side and Business Rule/Data
Policy is Server Side
121)How can you set a read only field?
ans: UI Policy
122)What controls enable admins to set mandatory and read only states for
fields and can be used to enforce data consistence across applications?
ans:data policy

123)What is a business rule?

ans: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.
124)What are update sets?
ans:customizations that can be moved from 1 instance to another
125)How do you limit file attachments?
ans: Security>System Security
126)What is a security rule at the row and column level that is executed
when attempting to access a ServiceNow table?
ans:ACL-Access Control List
127)What has conditions,scripts and roles and can limit security?
ans:ACL-Access Control List
128)What is the Duration of the elevated role?
ans: Current Session
129)When is a notification sent out?
ans:When an event has been fired
130)What is the notification flow and how can a notification be sent out?
ans: Script, Business Rule, Workflow can all send out notifications
131)Can a user open an Incident by email, if so what is utilized?
ans:Inbound Email Action

132)Where can you view information about system activity?

ans: system logs
133)If the system is going to be upgraded,what will be exempt from the
ans:Any record that has been altered from the base state by the
134)What module tracks all upgrades made to the system?
ans:System Diagnostics>Upgrade History
135)what does SaaS stand for?
ans:software as a service
136)Where does the home icon take you and what does the icon look like?
ans:takes you to the Homepage and the icon looks like a little home
137)What can you do if the Homepage is slow?
ans:Remove some gauges or change the refresh rate
138)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
ans: Delegate-Delegation is the ability to designate other users to
receive and interact with approvals and task assigned to you
139)Retroactive start when activated does what?
ans: Sets start to equal when the ticket was created

140)What is a Transform Map in ServiceNow?

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

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

ans:Modify the order field

142)Tables and Fields can be viewed and manipulated where?

ans:Record List
Tables and Columns

143)Where do you change the Smart Filter Condition Builder?

ans:Click arrow next to breadcrumb in list

144)How do you display the slushbucket?

ans: Click List Mechanic gear above check boxes

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

ans:A view

146)How do you apply a saved filter?

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

147)What displays fields from one record and can be used to edit the record
ans: A Form

148)What are the field status indicators?

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

149)What does a red-dashed line indicate?

ans: Invalid data or mis-typed word

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


151)What do you click to save changes on an existing record and return to

prev form?

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

ans:Right click form header and click save

153)What do you do to save a new record to the db instead of updating the

current item?
ans:Insert or Insert and stay

154)What is a rule that applies to a form to dynamically change form

information on the form itself?
ans: UI Policy

155)What enables admins to set mandatory and read-only state for field?
ans:Data Policy (not used much)

156)What do you use to put buttons, links and context menu items on forms
and lists?
ans:UI Actions

157)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?
ans:A Business Rule

158)Client script apply only when?

ans:When access through the form

159)Business Rules apply when?

ans: Globally

160)When SHOULDN'T you use client scripts?

ans: When you can use UI policies or Access Control Rules

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

ans:onCellEdit/onChange/onLoad/onSubmit onCellEdit


162)Can plug-ins be removed?

ans:No, but they can be disabled
163)Name three interfaces for viewing and manipulating tables?
ans: Record list view
Schema map
Tables and Columns module

164)What stores structure and relationship definitions?

ans: Data Dictionary
165)What three tables provide Data Dictionary and relationship
166)How do you establish the sequence for displaying lists?
ans:Order field - Best practice 3 digit numbers

167)What does CI stand for?

ans: Configuration Item

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

169)What do you call a tangible device or intangible dedicated software in

the CMDB?
ans: A Configuration Item (CI)

170)What is the core CI table?

171)What is the CI relationship table?

172)List CI examples?
ans: Computers/Devices on the network
software contracts and licenses
Business services

173)What are the two base tables of SN?

ans:Task and CI

174)List Benefits of CMDB?

ans: Locate failed changes and associate incidents
Facilitate quick analysis of impact, helping reduce or eliminate
cost savings
175)What is a BSM map?
ans: Business Service Map graphically displays the CIs that compose a
biz service and indicates status

176)After the High Security plugin is activated, a security_admin privilege

is created. What is an elevated privilege?
ans:A role that has special permissions for the duration of the log in

177)To access the control list you have to have which access?
178)Where is the user record stored?

ans: In the User sys_user table

179)Where are groups stored?

ans: Sys_user_group table

180)Where are roles stored?

ans:Sys_user_role table

181)What is a collection of permission to grant access and assign security?

ans: A role

182)Name the four built-in roles?

ans: System Admin
Specialized Admin

183)What does a role inherit?

ans: All the permissions of any other roles it includes

184)What is best practice for users/groups/roles?

ans: 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

185)What are the 3 levels of Access?

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

186)Where are row and column security set?

ans:Access Control in Tables and Fields

187)Where is Table security set?

ans:System Property in Tables and Fields

188)What are the three ways Access Control Rules are defined?
ans: Conditional Expressions/Scripts/Roles

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


190)What is an Access Control?

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

191)What is the Access Control evaluation?

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

192)In a SLA Definition, which one is a condition that will trigger an SLA?
ans:Start condition, Stop condition and Pause conditions

193)What is the sequencing of publishing an Knowledge Article?

ans: Draft
194)Name 4 ways the Knowledge Base can be populated?
ans: Manually
From the Service Catalog with a Record Producer
Automatically from events
From existing Incidents or Tasks

195)What is the Knowledge base hierarchy?


196)How do you protect KB articles?

ans: Roles

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

ans:Make it public and protect with roles

198)What do you call an indication to the SN processes that something

notable has occurred?
ans: Event

199)What can cause events?

ans: User actions
Scripts(Business Rules/Workflows)
200)What contains a record of every generate event?

ans:Event queue

201)What do events trigger?

ans: Notifications

202)What does a Notification contain?

ans: A mix of static and dynamically determined content

203)Why would you clone an instance?

ans: To copy prod over a sub-prod instance

204)What are the three release types?


205)Are user customization records upgraded?

ans: No

206)What are best practices response times?

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

207)What is a dashboard of frequently used content with reports?

ans:A homepage

208)What do you call a mapped graphic image on a homepage that are packed
ans: A gauge

209)What is used to measure and evaluate the effectiveness of IT service

management process?

210)What do metrics measure?

ans:Data over time to show past history

211)What is a measurement of the set amount of time for a task to reach a

certain condition?


212)What do you call it when SLA is not met?

ans: Breached

213)What are the four major components that power SLA?

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

214)What are the three types of SLA?

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

215)What conditions define an SLA?


216)What is another name for Customer Updates?


217)Multiple Choice, Single Line Text and Select Box are what type of
elements in ServiceNow?
ans:Variable Types

218)What are the 3 basic components of Workflow?

ans: Approvals

219)How do you modify or create a Workflow?

ans:Utilize he Graphical Workflow Editor

220)How do you modify or create a Workflow?

ans: Utilize he Graphical Workflow Editor

221)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?
ans:Service Catalog
222)Name the major components of Service Catalog?
ans:Record Producers
Order Guides

223)Name some of the various items that orders from Service Catalog
ans: REQ/RITM/Catalog Task/Assignment Group
224)What is a variable set?
ans:A modular unit of variables that can be shared between catalog

225)What are Service Catalog best practices?

ans: Define an order guide/Group items in order guide/Use questions
to present item options
226)What are the 5 workflow stages?

ans:Waiting for approval

Delivery/Completed or Request cancelled

227)What 3 basic components are generated and assigned by workflows?

ans: Approval

228)Name the 6 workflow activities?

ans: Approvals

229)By default in ServiceNow, what customizations are added to Update

ans:Changes made to a form

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

ans:System Properties, then CSS Properties

231)What do you use to import data from various data sources and map data
into SN tables?
ans:Import Set

232)What determines the relationship between the Import Set Table and an
existing ServiceNow table?
ans: Transform map

233)What are the steps for using Import Sets and Transform Maps?
ans:1. Load Data/
2. Create Transform MAP/
3.Run transform

234)What does coalescing do before a transform?

ans: Makes a field the unique key
235)What do you call a group of customizations or personalizations that can
be packaged and moved from one instance to another?

ans:An Update Set

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

ans: Customer Update sys_update_xml table

237)What cannot be customized with update sets?

ans:New Records/New users and groups/Modified data/Schedules

238)Can homepages be added to update sets?

ans:Only manually

239)Should you include few or many changes in one Update Set?


240)Can two update sets be merged?


241)What is the sequence on the production instance to run an Update Set?

ans: Retrieve/Preview/Commit/Apply

242)Please allow access to your computers microphone to use Voice

Having trouble?
ans: Click here for help.