407 terms

Servicenow System Admin 2018

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What is ServiceNow
Cloud based platform deployed in a browser that contains applications and data that can vary by instance and user, automating common business processes.
Instance
A single implementation of the Servicenow platform
Users
Update records, import data, request items, implement workflows, approve knowledge content, run reports, develop applications
Groups
Share a common purpose such as users approving change requests or users receiving email notifications.
A group is ______________
One record stored in the Group [sys_user_group] table
User names are______
Unique in Servicenow. Represented by User IDs.
Users are authenticated by___________
Local database, multifactor, LDAP, SAML 2.0, OAuth 2.0, Digest Token
User credentials are___________
matched to different saved credentials for each method.
Multiple Provider SSO allows ______
The selection/use of several identity providers to manage authentication as well as retain local database authentication.
A group is _________
Part of the user hierarchy
A user is __________________
Part of a group.
Groups may be imported___________
From a corporate directory (LDAP) or created manually in ServiceNow.
The User Interface (UI) is the _____
Main way for users to interact with the applications and information in a ServiceNow instance.
Banner Frame
Highlights important tools and settings that apply to your instance.
Application Navigator
Provides links to all application menus and modules based on permissions.
Content Frame
Displays information such as lists, forms, dashboards, knowledge bases, and service catalogs
Modules
Enable navigation to different areas of the platform. (i.e links to new records, filtered list of records, special view pages.
Applications
A collection of modules and data that deliver a service and manage business processes
Filter Navigator
Allows you to quickly navigate to applications and modules.
Homepage
Consists of navigational elements, functional controls, and platform information.
List
View data records as a list. Displays records from a data table, as well as allow users to edit the record info using list editor functionality.
Form
View individual data records as a form. Data is typically entered into ServiceNow through forms.
Dashboard
Enables the display of multiple performance analytics, reporting, and other widgets on a single screen.
Timeline
Used to track tasks or projects
Banner Frame contains _______
Logo, global search toolbar
smartphone interface
supports lists, forms, favorites/shortcut management and filtering
Tablet
SN automatically detects this and redirects to the desktop interface.
Apple Watch
view notifications, favorites, record monitoring, chat messaging, dashboards charts, and record interaction via canned responses and voice text (Siri).
docs.servicenow.com
Office documentation resource for SN.
community.servicenow.com
provides useful information about the SN platform.
Roles
A group of permissions allowing users to perform actions in parts of the platform including lists and forms.
Roles are represented by a record stored in the _______
Roles [sys_user_role] table
A role is a set of permissions used to _______
grant access to applications and other part of the platform and assign security rights.
Personalize role is able to_________
Personalize forms, lists, rules, controls, and scripts.
Personalize Rules role has_________
Its own permissions and contains both the ui_policy_admin and ui_action_admin roles.
ui_policy-admin role
Can manage UI policies
ui_action_admin role
Can manage UI Actions.
ui_policy_admin and ui_action_admin do not
Contain the permissions of the roles above them in the illustration.
System Administrator
Provides access to all platform features, applications, functions, and data
Fulfiller
users with this role may fulfill ITIL activities associated with the ITIL workflow, including incident and change management.
Approver
Can perform all requester actions and allow users to view or modify approval records directed to them.
Specialized Administrator
Able to manage specific functions or applications including assignment rules, knowledge bases, HR, reports and web services
Requester
Also known as Employee Self Service. These users do not have roles but can submit and manage their own requests, access public pages, etc.
System Admin role has _____
Almost all roles and access to all platform features, functions, and data, with some exceptions such as HR, Security Operations contraints.
Admin
Can create and modify user roles, as well as impersonate other users.
Impersonator role
Can be assigned to a user to allow impersonation of other users, excluding admins, for testing and visibility purposes
Specialized Administrator
Roles have broad access but generally manage specific functions or applications.
Fulfiller/Process
Have clearly defined paths and workflows in the platform and have one or more roles including ITIL and approvers_user roles.
Requesters
Use the Service Catalog and Self Service applications. They can make request only on their behalf and are not assigned roles.
Title Bar
Displays the list title and, in some cases, the view name, as well as search list values, and a record count
List Filters/bread crumbs
Offers a quick form of filter navigation
Column Headings
Displays column (table field) names and provides some list controls.
Column Header Search
Provides a search within a specific column
Field Values
Data; right-click a field value to access additional actions
View
A version of a customized list or form which defines the layout order and what fields appear.
Views enable user to ____
Quickly display the same list or form in multiple ways.
Context menus
Provide different levels of controls for a given list view.
Users with the admin or personalize_list role can
Add or remove columns (fields) from a list or change the order in which the columns appear in the list, for all users.
Personalize a list to
Show or hide fields on a view, as well as change the list column order.
Personalize List Columns
Modifies a list for an individual user; does not affect the platform default.
List Editor
Allows a field value to be edited in a list without opening the form.
Use tags to
Categorize, flag, and locate records
Filters
A set of conditions applied to a table to isolate a subset of the data to work with on a table.
Breadcrumbs
Offer a quick form of filter navigation and are ordered from left to right.
Field, Operator, Value
Three components of a filter condition
Field
A choice list based on the table and user access rights.
Operator
A choice list based on the field type.
Value
A text entry field or a choice list, depending on the field type.
Text Value
is, is not, contains, one of, starts with, ends with
Numeric
is, is not, greater than, less than, greater than or is, less than or is
Date
On, before, after, between, is more than, is less than
Global Text search
Find records in multiple tables form a single search field
Knowledge Base
Find knowledge articles
Service Catalog
Find catalog items
Filter Navigator
Filter the items in the application navigator
*mysearchterm
contains
!*mysearchterm
Does not contain
mysearchterm%
starts with
=mysearchterm
Equals
!=mysearchterm
Does not equal
Wildcards
Use a symbol to represent zero or more chracters
Phrase Searches
Find a phrase with multiple terms
Searching Lists
Control the query for list searches of a specific field
Boolean Operators
Refine searches with operators such as AND and OR
Attachement Searches
Search in files that are attached to Knowledge Article records
International Character Sets
Perform searches with any Unicode characters
Punctuation
Perform searches that contain punctuation
What is a form?
Displays fields from one record in a table; users records; users can view and edit the record data
Global Text Search
A form can load directly by searching on a record number
Form Context Menu
Provides additional options specific to the form.
Save
Allows you to save a form while remaining on the page.
Show Activity Stream
Will display a time stamped history of all actions taken within a record
Personalize
to show or hide important fields.
More options
To tag a form, use templates, send an email, and more.
Reference Fields
Display records from another table.
Assigned to field
References records on the User [sys_user] table
String
Freely populated using letters, numbers, and special characters. 254 characters or less can be single line text field. 255 or more can be multi-line text box.
Formatters
Form element used to display information that is not a field in the record.
Activity formatter
Displays the list of activities, or history, on a task form.
Process flow formatter
Displays the different stages in a linear process flow across the top of a record.
Parent breadcrumbs formatter
Provides breadcrumbs to show the parent or parents of the current task.
Approval Summarizer formatter
Displays dynamic information about the request being approved
CI relations formatter
Displays on the CI form a toolbar for viewing the relationships between the current CI and related CIs
Templates
Allow fields to be populated automatically, simplifying the process of submitting new records.
Toggle Template Bar
to work with templates
Insert or Insert and stay
Save a new record to the database instead of updating the current item.
Insert and Stay
Does the same but stays on the form
Insert
Emulates copy functionality and leaves the form.
Company
Use to configure company name, logo, and color theme to reflect corp brand, time zone, date, and time formats.
Connectivity
Use to configure SN instance to support inbound and outbound email notifications and to integrate existing LDAP and SSO
People
Use LDAP to import data into your SN instance, activities under this category can help you to import Users, Groups, Group Members, Companies, Departments, and Locations and to assign roles to groups.
Task
Any record that can be assigned or completed by a user in SN.
Task Record
Is created from a table that extends the Task table.
Task table
Is one of SN's core tables and provides a series of standard fields used on each of the tables that extend it such as incident and problem tables.
Approvals
Can be generated to a list of Approvers, either manually or automatically, according to Approval Rules. Approvals can be incorporated into workflows or can stand alone.
Assignments
Assignment rules can automatically assign tasks to users or groups, ensuring that tasks are handled by the most appropriate team members.
Service Levels
Service Level agreements can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time.
Inactivity Monitors
Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time.
Workflow
An administrator can specify a specific workflow process to apply to tasks that meet certain conditions. After a task is created that meets the conditions, the workflow applies an automated process to the task. The process is defined in the graphical workflow editor.
Agent Intelligence
Uses machine learning algorithms to set field values during creation
Admin or ml_admin
User will this role will be able to initiate the set up of Agent Intelligence
What role is required to access My Work and My Groups Work?
The ITIL role.
When an active task is routed to your group, it can be located under
Service Desk> My Groups Work module
The Presence feature
Facilitates synchronous collaboration within one record. You can see who is online, view their current status and what they are viewing or editing.
Show Activity Stream
Click this icon to jump to the record Activity section, which includes the record history and updates by you and other viewers.
Follow the record to____________
Receive notifications when the record is updated.
Open CONNECT to ____________________
Customize thee notifications or start a real-time conversation with record viewers and other stakeholders.
Real-time editing allows__________
You to work with others on the same record indicating their state as well as what their edits are.
Note tab allows you to _________________
Document task activities throughout its lifecycle for both an external and internal audience.
Work notes field provides_____________
A log to document all the technical and behind the scenes work on a task.
Additional Comments (Customer Visible)
Used to communicate back and forth with the requester and other stakeholders directly in ServiceNow.
Activity Log
Is used to document feedback
Work Notes List
Users added to this list will receive anything entered in Work Notes.
Watch List
Users added to this list will receive anything entered as Additional comments (Customer Visible).
Activity Section
Located under the Notes tab provides a complete history of a record. Who made an update? What was the update? When was the update made?
Activity Stream Inline Editor
Enables users to contribute to actual work within a record without opening a form interface.
Visual Tasks Boards allow you to _____
Create your personal to-do list, collaborate in real-time with group members on assignments, and more. VTB's provide a landing page to view and organize all your work in ServiceNow.
Free Form (Visual Task Boards)
Use as a personal organizer, creating individual tasks of any kind and freely adding, removing, and modifying cards and lanes.
Guided board (Visual Task Boards)
Created from a list and uses a field value as lanes. Records appear as cards and are actually modified when you edit cards or change lanes in a Guided board.
Flexible (Visual Task Boards)
Are also created from a list but lane changes do not update underlying task data.
Event
Is an indication to the SN processes that something has occured
Notifications
Can be triggered by events int he platform, and require no scripting knowledge
Event definitions are in the __________ table
Event Registry [sysevent_register]
Even log displays records from the ______ table.
Event [sysevent]
To see a log of every generated event navigate to _____________
System Policy > Events > Event Log
Notifications can be sent when a record is____________________
Inserted or updated into the Table.
Notifications can be sent to specific ______________________
Users and Groups
If you address the notification to a user with an inactive record in the ______________ table, the system does not send the notification to that user.
User [sys_user]
Dot-Walking can ___________
Get information from a series of referenced fields from different tables, including Users and Groups.
Subscriptions
Allows users to be informed of various activity occurring in the platform, whether it directly relates to them or not.
SMS (Short Messaging Service)
Is the standard protocol used to deliver short text messages to mobile phones.
Connect Chat
Messaging tool that lets you work with others in real-time
Connect Workspace
Provides a full-screen view of all your Connect chat Conversations in one place
Connect Sidebar
Provides access to conversations
Conversation Pane
Displays the currently selected conversation
Conversation Tools
Provide quick access to key information, conversation members, attachments, and notifications preferences for the currently selected conversation.
Database contains_________
Tables
Tables contain________________
Records
Records contain________________
Fields
A field is ___________________________
An individual piece of data in a record.
Instance information is stored in database____________
Tables which contain records
A Table is a _________________
Database structure or database component and data is stored in tables.
The individual pieces of data in a record are called
Fields
Information is documented and saved in ___________
Fields
Many fields make up a record which can be viewed and edited using a __________________
Form
One or more records make up a searchable, sortable _________________
List
Data in SN is entered into individual ____________________
Fields which are displayed on a form.
A table is____________
A collection of records in the database.
Each record corresponds to a row in a ___________
Table
Each field corresponds to a column in a______________
Tabe and represents individual pieces of data in a record.
Each field has three key attributes _______________
Label, Name, and a value.
Label
A user-friendly term which allows people to identify the field in the user interface.
Name
A unique term that the system uses to identify the field in scripts and automated business processes.
Values are_______________
Actual data
Reference fields are identified with ___________
The reference lookup icon
Reference Fields
Allow a user to select a record on a table defined by the reference field.
Glide List
Allows a user to select multiple records on a table defined by the glide list.
Document ID Fields
Allow a user to select a record on any table in the instance.
Man to Many
Two or more tables can be related in a bi-directional relationship, so that the related records are visible from both tables in a related list.
Database Views
Two tables can be joined virtually using the Database Views Plugin to allow for reporting on data that might be stored in more than one table.
Extensions
A table can extend another table. The extended table includes unique fields plus all of the fields and their properties from the parent table.
Tables can extend __________________
Other tables, creating parent and child tables
Child Class
A table that extends another table
The table it extends to is the
parent class
Dictionary overrides
Provides the ability to define a field on an extended table differently from the field on the parent able.
Base Table
When a table is extended but itself is not extending another table.
Task Table
It is both the parent and base class.
Task [task] table
Provides a series of standard fields used on every table that extends it.
Core Tables
Tables that exist in the base system
Custom Tables
Tables that are created and do not exist in the based system
Schema Map
Provides a graphical representation of other tables related to a specific table.
Tables with blue bars, including Problems and Change Phase, are tables that _________ the task table
Extend
The ________ window on the far right of the screen provides a summary of all the tables presented and their relationships
Tables
User Authentication /Login
Users, Groups, and Roles
Application and Modules Access
Controlled by roles configured at the application and module level.
Database Access
Access to tables and their records and fields are controlled vial globally defined system properties as well as table and field level Access Controls.
Three security modules typically used by the system admin:
System Properties>Security, System Security> Access Control (ACL), System Security > High Security Settings
Access Control
A Security rule defined to restrict the permissions of a user from viewing and interacting with data.
Access control is executed____________
When attempting to access any SN table and may be set at the row-level and column level.
Execute
User cannot execute scripts on a record or UI page.
Edit_ci_relations
User cannot define relationships between configuration item [cmdb_ci]
Save_as_template
Controls the field that should be saved when a template is created
Report_on
User cannot create reports on the object.
Personalize_choices
User cannot right-click a choice list field and select configure choices
In order for a user to create or update access control roles, they must have the_______
Security_admin role
Table.None
No specific field selected - this rule applies to the whole table including its records
Table.field
This rule applies to only one field on a record and in this case, the Caller field on an incident record.
Table.*
Wildcard- this rule applies to every field on a record without a table.field rule.
Roles
If you put one or more roles there, then only users with at least one of those roles are allowed to perform the requested operation.
Conditional Expressions
You will see a condition widget where you can add conditional expressions to your ACL.
Scripts
If the Advanced checkbox is selected, you then have an opportunity to apply security based on user defined script.
Admin or Import Admin
Can manage all aspects of import sets.
Data Sources
are records in SN that contain information regarding an Import Set data source.
Import Set Table
Acts as a staging area for records imported from a data source.
Transform Maps
provided a guide for moving data from from import set tables to "target" tables. Field mapping provides direct field to field data moves.
Target Table
is an existing table in where the data will be placed, post-transformation.
Import set table
is a staging area for records imported from a data source. Fields on these tables are generated automatically based on imported data.
Transform Map
Is a set of field maps that define the relationships between fields in an import set table and fields on a target table.
Automatic Mapping Utility
The simplest mapping method is where all of the field names of the import set match the name of the fields on the Target table where the data will be transformed.
Mapping Assist Utility
The Mapping Assist utility provides a visually intuitive environment for specifying mapping between import set fields and Target table fields.
Coalescing fields
means the field will be used as a unique key during imports.
If a match is found using the coalesce field
the existing record will be updated with the information being imported.
If a match is not found using the coalesce field
then a new record will be inserted into the database.
No coalesce
all imported rows are treated as new records. No existing records are updated. If the import is executed again, duplicate records will be created.
Single-field coalesce
You can coalesce on a single field to update an existing record. If a target table records exists with the same value i the coalesce field as the staging table record, the target table record is updated using the import set record values.
Multiple-field coalesce
You can coalesce on multiple fields to update an existing record. If a target table record exists with the same value in the coalesce fields as the staging table record, the target record is updated using the staging table record values.
Conditional coalesce
Use a script to determine if a staging table row should coalesce to a target record.
Configuration Management Database
Is a series of tables and fields that contain all of the configuration items controlled by your company as well as their attributes and relationships.
Configuration items
Can be tangible or intangible devices or applications in the CMDB such as firewalls, computers, email services, and business services.
Configuration Application
Provides core functionality for the configuration management database, including modules for hardware and configuration items.
SN provides a logical model of your company infrastructure by_______
Identifying, controlling, maintaining, and verifying the CIs that exist
ServiceNow's CMDB
tracks not only the CIs within your platform, but also the relationship between those items.
Configuration Item [cmbd_ci]
which contains CI data
CI Relationship [cmdb-rel_ci]
which contains CI relationship data.
Configuration Item
is any component that needs to be managed in order to deliver Services.
SN relationship rules use separate tables to define the relationships between specific __________
CI base classes and dependent classes.
CI relationship Editor
Uses a concept or suggested relationships to help users see reasonable relationships between configuration items.
Dependency Views
Graphically display an infrastructure view for a configuration item and the business services that it is part of an that it supports.
Dependency Views indicate
the status of configuration items, and allow access to the CI's related alerts, incidents, problems, changes, and business services.
Dependency Views
graphically display an infrastructure view for a configuration item and the business services that it is part of and that it supports.
Help the Helpdesk and Discovery
are efficient methods for gathering configuration item data.
Service Catalog
Is a robust ordering system for services and products offered by various departments for users.
Top Requests
Is a dynamic category displaying the five most ordered items.
Items
are the building blocks of the service catalog.
Variables
provide questions to help the requestor specify what item, option, or service to order.
Variable Sets
are a modular unit of variables that can be shared between catalog items
Record Producers
Are a form that produce a task record
Order Guides
Assist customers in ordering a complete set of needed items and help users identify the item relationships.
Workflows
Run behind the scenes and communicate the stages of the approval process to the requestor, as well as drive the request fulfillment.
Multiple Choice
Creates radio buttons for user-defined question choices.
Select Box
Creates a choice list of user-defined questions choices
Single Line Text
Creates a single-line text input field
Reference
Specifies a record in another table, similar to a reference field.
Checkbox
Creates a checkbox that may be select or cleared, list checkboxes in order under a label to create an options question.
A variable set is just a contain, it has only two fields
Name and Description
Record Producers appear as
simplified forms, allowing users to provide information that is translated into records being added or modified in the database.
Define an____ to assist customers in ordering a complete set of needed items and to help users see item relationships.
Order Guide
Questions can be used to present item options; present users with only
Relevant questions and choices
Variables are presented by the _____________
field number
REQ# Request [sc_request] table
A request number generated to keep track of an order.
RITM# Requested Item [sc_req_item] table
Within a request generated from a catalog order, each discrete item ordered is given a specific "Requested Item Number" known as an RITM (number)
SCTASK# Catalog Task [sc_task] table
In the Catalog Tasks section for an ordered item, the different task display for what has to be done to get the item ready for delivery to the user.
User Criteria
Defines conditions that are evaluated against users to determine which users can access Service Catalog items.
Flow Designer
An interface for building and enabling rich process automation capabilities known as flows.
Trigger
An activity that initiates flow.
Workflow
An automated multi-step process occurring across the platform.
Workflow
...
Workflow Model
Represents the entire structure of the workflow and the definition of the processing a workflow can accomplish.
Use
To automate a repeatable process.
Do Not Use
When doing a simple discrete record change.
You must have the _______________ or ________ role to use the Workflow Editor
Workflow_admin or Workflow_creator
Workflows that are built for the _________________
Table can be manually associated with a Service Catalog Item.
Startflow(workflowid, current, opeation, vars)
Method is one method that can be used to call a workflow from a Script Include or Business Rule.
Workflows need to have a ________ and ___________.
Begin and an End.
Canvas Tabs
Contains tabs for accessing workflows being edited or created.
Title Bar
Displays the workflow name and status. Provides a menu and controls for configuring, testing, and validating workflow.
Canvas
Provides the working surface for creating new workflows or editing existing ones.
Palette Tabs
Contains all available workflow activities and existing workflows you can use as subflows, displayed in the Palette.
Activities
Are the organizational element that defines the individual actions a workflow performs as it runs.
Transition
Establishes the processing paths or order in which activities are executed.
The three basic workflow activities are __________________________
Approval, Notification and Task.
Approvals
Allow approvals to be generated and managed, while driving a record to fulfillment.
Notifications
Allows users to be notified of events that occur during the workflow.
Tasks
Allow task records to be created and modified.
Timers
pause the workflow for a set period of time.
Utilities
provide useful controls over the path of the workflow.
Conditions
Are the start of a transition to the next activity in the workflow model, and all activities use conditions to route processing.
Stages
Show workflow progress, but work a little bit differently for workflows that run against service catalog request items.
Checkout
The Workflow is available to run only for the user who has it checked out.
Published
Workflow version that is available to all users and the platform that meet the conditions of the workflow
Unpublished
Workflow version that is no longer available for new contexts, but may be required for already running contexts (Published = false)
The workflow version
is the currently published model that is available to the instance.
A workflow context
is the instantiation of the version that is executing for a given record, showing the processing path executed.
The _________ is the published model of the workflow.
Version
When a workflow version record is updated and the state changes to __________ a table insert action occurs and adds the version record to the platform's current update set.
Published
A workflow version maintains these properties:
The workflow table association.
The conditions, published status, and permissions of the workflow.
The workflow model, which is the workflow in its entirely as the set of workflow activities and their transitions.
Service Level Agreement (SLA)
Defines a set amount of time for a Task to reach a certain condition, the tables to access, and what type of SLA is being evaluated.
SLA Definition
The record which defines the conditions that trigger the SLA
Task SLA
The individual instances of the SLAs associated with particular tasks.
SLA Workflow
Workflow powers evens or actions based on the SLA definition and is designed to be used over and over.
SLA Automation
The Business Rule and Schedule Job that automate the SLA
SLA Conditions and Script Include
A Script include and reference record that can be used to customize the transitions between different SLA states.
Task SLA [task_sla]
Table stores each of the individual SLA's attached to particular tasks. Unlimited SLAS can run against a record but SLA's can only run against a table that extends the task table.
Operational Level Agreement
Defines how departments work together to meet the service level requirements documented in an SLA.
Underpinning Contract
is a type of SLA that defines and monitors the guarantees established with an outside supplied; it is a tool for supplier management.
Duration Type
You can choose a specific duration from the list, or you can define your own.
Duration
When user specified duration is selected from the Duration Type list, an administrator can define the number of days and hours of the timer for the SLA.
Schedule
Defines what is calculated as hours in a work day and number of days in . work week to use for the SLA.
Timezone source
Specify the time zone for the SLA.
Start
Enables you to define the conditions under which the SLA will be attached
Pause
Enables you to define the conditions under which the SLA will suspend increasing elapsed time
Stop
Enables you to define the conditions under which the SLA completes
Reset
Enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached.
SLA Definition Evaluation
Every task in the platform is evaluated in the following order: Process new SLAs to determine if a new SLA record must be attached to a task. Process existing SLA records attached to a task.
SLA Condition Evaluation
Attach: if start condition matches and both the stop and cancel conditions don't match
Complete: if the stop condition matches
Pause: if the pause condition matches
Resume: if the pause condition doesn't match or resume condition matches
Reattach: if both the reset and the start conditions match
Cancel: If the start condition doesn't match or cancel conditions matches
Default SLA Workflow
Designed to be used with multiple service level agreements of any types.
SLA Notification and Escalation Workflow
Which will create events that send out notifications automatically.
Knowlege Management
Allows users to create, edit, and view knowledge articles to share information across the organization in a centralized location.
Knowledge Articles exist____________
within a single knowledge base, which is managed by one or more knowledge managers.
Administrators and those with the ____________________ role can create multiple knowledge bases.
knowledge_admin
The knowledge homepage displays knowledge articles and social questions (Q&A) organized by
by knowledge and category
Knowledge articles within a________________________ are grouped by category.
Knowledge Base
____________________ can help you define the knowledge base taxonomy, and can help users find articles within a knowledge base.
Category groups
________________________ can define knowledge categories to pre-populate the list of available categories, and knowledge contributors can select categories, an add or edit categories, if enabled, for a knowledge base.
Knowledge Managers
Knowledge Approval Publish
Requests approval from a manager of the knowledge base before moving the article to the published state.
Knowledge Instant Publish
Immediately published a draft article without requiring an approval.
Knowledge Instant Retire
Immediately retires a published article without requiring an approval.
Knowledge Retire Knowledge
Moves a knowledge article to the retired state.
User Criteria
Defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
canRead
Users who can read all knowledge Base articles
cantRead
users who cannot read, crate, or modify articles int he knowledge base.
CanContribute
users who can read, create, and modify articles in the knowledge Base.
cantContribute
users who cannot crate or modify articles in the Knowledge Base.
Reports
Use the reports application to run predefined reports and create custom reports that show results, prepared on an ad-hoc basis.
Report Designer
User the_____________ to create reports by modify an existing report, or create a new report from scratch.
Reports Application
Allows you to graphically view and analyze data from your SN environment.
25 Standard Report Types
SN based instance comes with over ____________
Data
Provide a name for the report, as well as select the source from where your data comes from.
Type
Select the visualization of your report by choosing a report type.
Configure
Do things like group the data by a specific field and run calculations against the data.
Style
Adjust the look of your report, from coloring to titles, as well as making adjustments to the report legend.
Update
Overwrite report, return to the report list
Insert
Save a duplicate copy of the report, return to the report list.
Insert and stay
Save a duplicate copy of the report, remaining on the report
Save as report source
Allows you to create a pre-defined data set that can be used for creating reports.
Share
Allows you to specify who can see the report.
Schedule
Create a scheduled email of the report
Add to Dashboard
Add directly to a Dashboard on a homepage you choose, or within a Performance Analytics tab.
Export to PDF
Convert the report to a PDF which can be generated immediately or sent as an email.
Publish
Create a public URL for this report.
Metric
Used to measure and evaluate the effectiveness of IT service management processes
Metrics measures data over__________
time to show past history
Metrics can gather data ________________
as the data is updated.
Performance Analystics
Enables you to track and aggregate data over time through elements called scorecards and indicators.
Indicators
Define the metrics to track based on an indicator source, and specifies an aggregation such as to count the number of new tickets.
Data collection jobs
Automatically collect scores for automated indicators and breakdowns.
Scorecards
Displays scores for a single indicator and allows you to perform detailed analysis of the metric, such as comparing scores over time.
Dashboards
Contains actionable data visualizations that help you improve your business processes and practices.
Dashboards
enable you to display multiple performance analytics, reporting, and other widgets on a single screen.
Dashboards
Use______ to create a story with data that can be shared.
Plugins
Provided additional optional functionality within a SN instance.
Scripting
is the customization of an instance and/or applications by using JavaScript.
Client
refers to an application or system that accesses a remote service or another computer system, known as a server.
Server
is the computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.
User Interface (UI Policy)
A rule that is applied to a form to dynamically change form information or the form itself
UI Policy Actions
Determine what happens on the form including: setting a field as mandatory, setting a field as hidden, setting a field as read-only.
Data policy
is a rule that enforces data consistency by setting fields as mandatory and or read-only.
User Interface Actions
Add buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities.
Client Scripts
make real-time changes to the appearance of the user interface, especially forms.
Client Scripts can be used to______
Automatically update the location field to reflect the value entered into the caller field. Disable the attachment link of a closed record when the form is loaded so a user is unable to add or modify attachments. Display a notice at the top fo the page to confirm a catalog request was submitted.
Client
Client scripts execute on the ___________ side.
OnCellEdit()
Runs when a cell on a list changes value through use of the list editor.
OnChange()
Runs when a particular field changes value
OnLoad()
Runs when a form is loaded.
OnSubmit()
Runs when a form is submitted
Business Rule
is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried.
Execute
Business rules ______ on the server side.
Before and After
Business Rules can be set to run _______________ the database action has occurred.
When setting
The ________ determines when the business rule executes.
The when setting determines when the business rule executes and has the following choices
Before a record is saved to the database. After a record is saved to the database. Async (queued); client and server work independently so the client is not waiting for server. Display before the record is displayed.
Update Set
is a group of customizations that can be moved from one instance of SN to another
Update Sets
Allow administrators to group a series of changes into a named set and then move them as a unit.
Default
Every instance of SN has a ____ update set, but users can create additional names sets.
Update Set record
An ______ is a "point in time" XML snapshot of process records.
Customer Update [sys_update_xml]
An ______ works by writing changes from tracked tables to the __________ table.
Update Set
An________ is a container for configuration records.
Update_synch
Changes are tracked and you can customize objects on a table with the ________ attribute
Revert Compared Versions
You can compare versions before reverting a change., You can only revert back to the most recent base version.
Merge Update Sets
Update Sets can be merged. If two users are working on separate Update Sets they can be combined into one Update Set for easy transfer.
ServiceNow Studio
Provides IDE-like interface for application developers to create custom applications
Delegated Developers
are non-administrator users and groups which are assigned one or more permissions to develop applications. Each permission grants one or more delegated development specific roles to retain control over the system without having the admin role.
Application Administration
Allows organizations to protect sensitive application data by restricting how users acquire application-specific roles.
Application developers and administrators can used application administration to:
Prevent unauthorized users from accessing sensitive data such as financial records or personally identifiable information. Restrict who can assign application roles. Prevent admin users from assigning themselves access or bypassing existing access controls to a protected application.
Application Scoping
Protects applications by identifying and restricting access to available files and data.
Global Scope
Applications developed prior to application scoping are in the _______________
Private Scope
All custom applications have a __________________ that uniquely identifies them and their associated artifacts.
Administrators
_________________ can specify what parts of an application are accessible to other applications from the custom application record and each application table record.
Allow Scripting
Grants the developer write access to script fields such as those in business rules, client scripts, and flow designer script action steps.
Manage ACLs an Roles
Grants the developer access to security related file types such as access controls and user roles
Tables and forms
Grants the developer access to model and layout related file types such as access controls and user roles.
Service Portal
Grants the developer access to Service Portal editors and tools
Flow Designer
Grants the developer access to the flow designer design environment to create flows and actions. Script action steps require the Allow Scripting permission.
Service Catalog
Grants the developer access to catalog related file types such as catalog items, record producers, and variables.
Workflow
Grants the developer access to the workflow editor and activity creator.
Reporting
Grants the developer access to reports and scheduled reports.
Integrations
Grants the developer access to web service APIs, REST APIs, and data sources.
All File types
Grants the developers access to all application file types including some not granted by the other options.