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Transform map
21. What is a tool that will auto populate the CMDB about your windows
computer?
24. When you open a service catalog and click the Order button what gets
created?
REQ>RITM>TASK
25. What is a select box, single line text, reference, check box, multiple choice?
Variable
30. SLAs include actions that can be triggered when during the lifecycle?
Anytime
31. What is the difference between SLA, OLA, and Underpinning Contracts?
Type Field
35. 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
37. 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
40. 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
41. What has conditions, scripts and roles and can limit security?
ACL-Access Control List
47. 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
52. 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
59. What displays fields from one record and can be used to edit the record data?
A Form
Orange - Read-only
61. What does a red-dashed line indicate?
Invalid data or mistyped word
62. What do you click to save changes on a new form and return to the previous
viewed page?
Submit
63. What do you click to save changes on an existing record and return to
previous form?
Update
64. What do you click on to save changes without leaving the form?
Right click form header and click save
65. What do you do to save a new record to the db instead of updating the
current item?
Insert or Insert and stay
66. What is a rule that applies to a form to dynamically change form information
on the form itself?
UI Policy
67. What enables admins to set mandatory and read-only state for field?
Data Policy (not used much)
68. What do you use to put buttons, links and context menu items on forms and
lists?
UI Actions
69. 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
73. Client scripts can be executed in four ways. What are they?
1.
2.
3.
4.
onCellEdit
onChange
onLoad
onSubmit
77. What three tables provide Data Dictionary and relationship information?
1. Sys_dictionary
2. sys_documentation
3. sys_db-object
80. What is a series of tables that contains all the assets and business services
controlled by a company?
CMDB
81. What do you call a tangible device or intangible dedicated software in the
CMDB?
A Configuration Item (CI)
97. What are the three ways Access Control Rules are defined?
1. Conditional Expressions
2. Scripts
3. Roles
ACL
Manually
From the Service Catalog with a Record Producer
Automatically from events
From existing Incidents or Tasks
106. What do you call an indication to the SN processes that something notable
has occurred?
Event
116. What do you call a mapped graphic image on a homepage that are packed
reports?
A gauge
Metrics
118. What is a measurement of the set amount of time for a task to reach a
certain condition?
SLA
120. What are the three major components that power SLA?
1. SLA Definition/Task SLA,
2. SLA Workflow,
3. SLA Automation (Business Rule and scheduled job)
124. Multiple Choice, Single Line Text and Select Box are what type of elements
in ServiceNow?
Variable Types.
125. 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?
Service Catalog
1.
2.
3.
4.
5.
Record Producers
Items
Variables
Order Guides
Workflows
127. What are four items that orders from Service Catalog generate?
1.
2.
3.
4.
REQ
RITM
Catalog Task
Assignment Group
132. What do you use to import data from various data sources and map data
into SN tables?
Import Set
133. What determines the relationship between the Import Set Table and an
existing ServiceNow table?
Transform map
134. What are the three steps for using Import Sets and Transform Maps?
1. Load Data
2. Create Transform MAP
3. Run transform
New Records
New users and groups
Modified data
Schedules
139. Should you include few or many changes in one Update Set?
Many
141. What is the four part sequence on the production instance to run an Update
Set?
1.
2.
3.
4.
Retrieve
Preview
Commit
Apply
143. Where does one go to write the prod instance to the dev environment?
System Clone> Administration> Clone Targets
Title bar
Breadcrumbs
Column headings
fields
149. What four features of ITIL are utilized by the ServiceNow platform?
1.
2.
3.
4.
Strategy
Design
Transition
Operations
151. True or false - The application navigator provides links to all applications
and modules they comprise.
True
152. True or false - Type filter text is a valuable way of searching applications in
ServiceNow
True - Applications are a grouping of modules or an organizational element in
service now.
153. In what way does the Switch perspective feature in application navigator
assist you in organizing applications in ServiceNow?
It allows you to view applications from the perspective of individual roles such as
ITIL, Asset Management, or Admin etc.
157. What are the 3 ways to bring users into the ServiceNow system?
a. Through Single Sign on and LDAP
b. Using an import set (importing users)
c. Manually enter users, manually creating users
162. What are ACLS in ServiceNow? How defined? Control what? Specifies what?
a. ACLs are a list of all access controls for a table. b. 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
e. ACLS are defined in System Security | Access Control
163. Provide an example of when you use Access Control Record in ServiceNow
and five steps to accomplish it.
You would create an access control rule to make the updated by field on the
incident form editable for admins but read only for ITIL users
i.
ii.
iii.
iv.
v.
Login as admin
Right click on "updated by" field
Click Personalize Security
In the Security Mechanic, change the value to Write
Move admin to selected column.
164. Where is the high security plugin accessed in ServiceNow? What does it
create? How is it assigned? What does it inherit? How long does it last?
a. Accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from
any role
d. Elevated privilege only exists during current session
165. Contextual security in ServiceNow protects what? How is data acted upon?
What two things happens before context security is activated?
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 After the High Security Plugin is
activated, a security_admin privilege is created.
168. What are the two major record types in the CMDB?
a. Core Configuration
b. CI relationship
170. Multiple Choice, Single Line Text, and Select Box are what type of elements
in ServiceNow?
Variable type
177. In SLA definition, what are the three conditions that will trigger an SLA?
Start Condition, Stop Condition and Pause condition
184. What is a Record producer and how does it relate to the Service Catalog?
It provides a user-friendly alternative to the regular form interface. It populate
record data using variables and scripts
a.
They ask users a series of questions to assist users in the request
process
b.
This assists them in providing correct and relevant information on
forms
c.
They provide a single point of entry to create an incident or request.
189. True or False - The order field establishes the sequence for displaying the
variables?
True, variables with a lower three digit integer, appears first in the list
190. True or False - A variable Set is a modular unit of variables that can be
shared between catalog items?
True - you can define the variable set once and then use it in multiple places
Catalog_admin role
193. True or false, an update set is a "point in time" XML snapshot of the record?
True - An update set works by writing changes from tracked tables to the
customer updates table [sys_update_xml)
A
A
A
A
A
A
table
form
field
business rule
client script
view
Changes
Changes
Changes
Changes
made
made
made
made
to
to
to
to
data
a form
a schedule
a homepage
197. True or false - it is best practice to never make changes to an update set in
the Default update set?
True - The baseline and Default update sets are self-maintaining and it is not
recommended to change or delete or move them between systems.
198. What are five best practices when working with update sets?
a. Have a plan to manage changes, identify a common migration path
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
199. True or false - Do not delete update sets? What are three reason for this?
True i.
ii.
iii.
200. What is an import set and what are two aspects of an import set?
It is a tool used to import data from various data sources and then map that data
into ServiceNow tables.
a) This is an admin function
b) Data that already matches or exists is skipped.
201. What is the purpose of the import set table?
It acts as a staging area for records imported
202. What are three file types and three network sources for imports?
File types
1. CSV
2. EXCEL
3. XML
Network
1.
HTTP
2.
FTP
3.
JDBC
203. What is the task table and what does it provide?
It 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.
205. What is UI policy? Provide four examples of UI Policy.
Client
a.
b.
c.
d.