What provides a guide for moving data from import sets?

- transform map
How do you change the sort sequence of fields or task? - modify the order field
Tables and Fields can be viewed and manipulated where? - Record List
Form
Tables and Columns
What is the sequencing of publishing a Knowledge Article? - Draft
Review
Publish
What are the 3 basic components of Workflow? - Approvals
Notifications
Task
How do you modify or create workflow? - Utilize the Graphical Workflow Editor
Where do you go in ServiceNow to change the banner and colors? - System
Properties, then CSS Properties
To access the control list you have to have which access? - Security_Admin
What are the 3 basic components of workflow? - Approvals
Notifications
Task
Where do you go to delete tables? - Tables and Columns
Choose "delete" and type the word "delete"
What is a row? - A record is a row
What is a column? - A field is a column
What do incident, problem and change have in common? - They save to the task
table
If importing data, how do you keep from importing duplicates? - Utilize the Coalace
field to state which field is the unique key
What controls what data users can access ? - ACL-Access Control List
ACLS is a rule that will match the object (Field or Table) and which permissions are
required to access the object
Where do you go to add/modify a service catalog item? - Service Catalog>Maintain
Item

What provides a guide for moving data from Import Sets? - Transform Map
What is stored in a table? - data
How are users related to roles or groups? - 1 to many relationships
What are update sets? - groups of customizations that can be moved from one
instance to another
(Homepages are not added by default, data does not get added to update sets,
scheduled jobs are not added to update sets)
What is a CI? - A CI is tangible and intangible
What is BSM? - Business Service Management BSM map graphically displays the
configuration items, CI, that support a business service.
What is a tool that will autopopulate the CMDB about your windows computer? Help the Helpdesk
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
does ESS have a role? - ESS does not have a role
When you open a service catalog and click the Order button what gets created? REQ>RITM>TASK
What is a select box, single line text, reference, check box, multiple choice? variable
What is a variable set? - Unit of variables that can be shared between catalog items
What are the workflow stages? - Waiting for
approval>fulfillment>delivery>completed
What are the workflow activities? - approvals,conditions, notifications, task, timers,
utilities
If a request is rejected what happens? - notification is sent and sets the status to
cancelled
service catalog workflow can be attached in 3 ways: - manually on the catalog item
form
automatically based on conditions
automatically if no other workflows attached
SLAs include actions that can be triggered when during the lifecycle? - anytime
What is the difference between SLA, OLA, and Underpinning Contracts? - Type Field
which workflow is designed to be used over and over again? - default SLA Workflow

Retroactive start when activated does what? - Sets start to equal when the ticket
was created
What are the steps in a SLA? - start
stop
pause
What is ran on the client side and what is ran on the server side? - UI Policy/Client
Script is Client Side and Business Rule/Data Policy is Server Side
How can you set a read only field? - UI Policy
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
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 are update sets? - customizations that can be moved from 1 instance to
another
How do you limit file attachments? - Security>System Security
What is a security rule at the row and column level that is executed when
attempting to access a ServiceNow table? - ACL-Access Control List
What has conditions,scripts and roles and can limit security? - ACL-Access Control
List
What is the Duration of the elevated role? - Current Session
When is a notification sent out? - When an event has been fired
What is the notification flow and how can a notification be sent out? - Script,
Business Rule, Workflow can all send out notifications
Can a user open an Incident by email, if so what is utilized? - Inbound Email Action
Where can you view information about system activity? - system logs
If the system is going to be upgraded,what will be exempt from the upgrade? - Any
record that has been altered from the base state by the customer
What module tracks all upgrades made to the system? - System
Diagnostics>Upgrade History
what does SaaS stand for? - software as a service
Where does the home icon take you and what does the icon look like? - takes you to
the Homepage and the icon looks like a little home

What can you do if the Homepage is slow? - Remove some gauges or change the
refresh rate
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? - DelegateDelegation is the ability to designate other users to receive and interact with
approvals and task assigned to you

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 application is available to all users? - Self-Service
How do you change the sort sequence of fields or tasks? - Modify the order field
Tables and Fields can be viewed and manipulated where? - Record List
Form
Tables and Columns
Where do you change the Smart Filter Condition Builder? - Click arrow next to
breadcrumb in list
How do you display the slushbucket? - Click List Mechanic gear above check boxes
What do you call a saved version of a personalized form? - A view
How do you apply a saved filter? - Click on the table name at the top of a list and
select filter
What displays fields from one record and can be used to edit the record data? - A
Form
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
What does a red-dashed line indicate? - Invalid data or mis-typed word
What do you click to save changes on a new form and return to the prev viewed
page? - Submit

What do you click to save changes on an existing record and return to prev form? Update
What do you click on to save changes without leaving the form? - Right click form
header and click save
What do you do to save a new record to the db instead of updating the current
item? - Insert or Insert and stay
What is a rule that applies to a form to dynamically change form information on the
form itself? - UI Policy
What enables admins to set mandatory and read-only state for field? - Data Policy
(not used much)
What do you use to put buttons, links and context menu items on forms and lists? UI Actions
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
Client script apply only when? - When access through the form
Business Rules apply when? - Globally
When SHOULDN'T you use client scripts? - When you can use UI policies or Access
Control Rules
Client scripts can be executed in four ways. What are they?
onCellEdit/onChange/onLoad/onSubmit - onCellEdit
onChange
onLoad
onSubmit
Can plug-ins be removed? - No, but they can be disabled
Name three interfaces for viewing and manipulating tables? - Record list view
Schema map
Tables and Columns module
What stores structure and relationship definitions? - Data Dictionary
What three tables provide Data Dictionary and relationship information? Sys_dictionary
sys_documentation
sys_db-object

How do you establish the sequence for displaying lists? - Order field - Best practice
3 digit numbers
What does CI stand for? - Configuration Item
What is a series of tables that contains all the assets and business services
controlled by a compay? - CMDB
What do you call a tangible device or intangible dedicated software in the CMDB? A Configuration Item (CI)
What is the core CI table? - cmdb_ci
What is the CI relationship table? - Cmdb_rel_ci
List CI examples? - Computers/Devices on the network
software contracts and licenses
Business services
What are the two base tables of SN? - Task and CI
List Benefits of CMDB? - Locate failed changes and associate incidents
Facilitate quick analysis of impact, helping reduce or eliminate downtime
cost savings
What is a BSM map? - Business Service Map graphically displays the CIs that
compose a biz service and indicates status
After the High Security plugin is activated, a security_admin privilege is created.
What is an elevated privilege? - A role that has special permissions for the duration
of the log in session
To access the control list you have to have which access? - security_admin
Where is the user record stored? - In the User sys_user table
Where are groups stored? - Sys_user_group table
Where are roles stored? - Sys_user_role table
What is a collection of permission to grant access and assign security? - A role
Name the four built-in roles? - System Admin
Specialized Admin
ITIL
ESS
What does a role inherit? - All the permissions of any other roles it includes

What is best practice for users/groups/roles? - 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 groups
What are the 3 levels of Access? - System (username/pw)/Applications and Modules
(Roles)/Tables and Fields (System Properties/Access Control)
Where are row and column security set? - Access Control in Tables and Fields
Where is Table security set? - System Property in Tables and Fields
What are the three ways Access Control Rules are defined? - Conditional
Expressions/Scripts/Roles
What is the list of all Access Controls for a table? - ACL
What is an Access Control? - A security rule defined and set at the row and column
level
What is the Access Control evaluation? - Specific to general if all conditions are true
(Conditions, Scripts and Roles)
In a SLA Definition, which one is a condition that will trigger an SLA? - Start
condition, Stop condition and Pause conditions
What is the sequencing of publishing an Knowledge Article? - Draft
Review
Publish
Name 4 ways the Knowledge Base can be populated? - Manually
From the Service Catalog with a Record Producer
Automatically from events
From existing Incidents or Tasks
What is the Knowledge base hierarchy? - Topics
Categories
Articles
How do you protect KB articles? - Roles
How do you allow users to access KB without logging in? - Make it public and protect
with roles
What do you call an indication to the SN processes that something notable has
occurred? - Event
What can cause events? - User actions
Scripts(Business Rules/Workflows)

What contains a record of every generate event? - Event queue

What do events trigger? - Notifications
What does a Notification contain? - A mix of static and dynamically determined
content
Why would you clone an instance? - To copy prod over a sub-prod instance
What are the three release types? - Future
Patch
HotFix
Are user customization records upgraded? - No
What are best practices response times? - Total Response Time - network browser
and server 3 seconds
Server Response time below 800 ms
What is a dashboard of frequently used content with reports? - A homepage
What do you call a mapped graphic image on a homepage that are packed reports?
- A gauge
What is used to measure and evaluate the effectiveness of IT service management
process? - Metrics
What do metrics measure? - Data over time to show past history
What is a measurement of the set amount of time for a task to reach a certain
condition? - SLA
What do you call it when SLA is not met? - Breached
What are the four major components that power SLA? - SLA Definition/Task SLA
SLA Workflow
SLA Automation (Business Rule and scheduled job)
What are the three types of SLA? - SLA
Operational Level Agreement(OLA) how departments work together
Underpinning Contract(UC) outside suppliers
What conditions define an SLA? - Start
Stop
Pause
What is another name for Customer Updates? - Customizations

Multiple Choice, Single Line Text and Select Box are what type of elements in
ServiceNow? - Variable Types
What are the 3 basic components of Workflow? - Approvals
Notifications
Task
How do you modify or create a Workflow? - Utilize he Graphical Workflow Editor
How do you modify or create a Workflow? - Utilize he Graphical Workflow Editor
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
Name the major components of Service Catalog? - Record Producers
Items
Variables
Order Guides
Workflows
Name some of the various items that orders from Service Catalog generate? REQ/RITM/Catalog Task/Assignment Group
What is a variable set? - A modular unit of variables that can be shared between
catalog items
What are Service Catalog best practices? - Define an order guide/Group items in
order guide/Use questions to present item options
What are the 5 workflow stages? - Waiting for approval
Fulfillment
Delivery/Completed or Request cancelled
What 3 basic components are generated and assigned by workflows - Approval
Notifications
Tasks
Name the 6 workflow activities? - Approvals
Conditions
Notifications
Tasks
Timers

Utilities
By default in ServiceNow, what customizations are added to Update Sets? - Changes
made to a form
Where do you go in SN to change the banner and colors? - System Properties, then
CSS Properties
What do you use to import data from various data sources and map data into SN
tables? - Import Set
What determines the relationship between the Import Set Table and an existing
ServiceNow table? - Transform map
What are the steps for using Import Sets and Transform Maps? - 1. Load Data/2.
Create Transform MAP/3.Run transform
What does coalescing do before a transform? - Makes a field the unique key
What do you call a group of customizations or personalizations that can be
packaged and moved from one instance to another? - An Update Set
What table is used to track changes in an update set? - Customer Update
sys_update_xml table
What cannot be customized with update sets? - New Records/New users and
groups/Modified data/Schedules
Can homepages be added to update sets? - Only manually
Should you include few or many changes in one Update Set? - Many
Can two update sets be merged? - Yes
What is the sequence on the production instance to run an Update Set? Retrieve/Preview/Commit/Apply