89 terms

ServiceNow Certified System Administrator

STUDY
PLAY

Terms in this set (...)

What is ServiceNow?
A cloud-based application Platform-as-a-Service (aPaaS) that enables anyone to rapidly build, test, deploy applications to automate work across the enterprise
Instance
A single implementation of the ServiceNow platform
-Individually isolated database that can be shared across multiple instances
-Each customer is independent
ServiceNow User
An individual who can assess ServiceNow and an instance and complete actions based on their user roles, permissions, and groups
ServiceNow Group
Collection of ServiceNow users that share a common purpose so can be treated collaboratively for permissions, notifications, work, etc.
Banner Frame
Runs across top of Instance page. Contains Logo image that functions as home button, global search toolbar, user information (plus ability to impersonate, elevate), Connect Chat function, help, and settings
Content Frame
Main window that displays content from all modules functions to include forms, lists, tables, reports, etc.
Application Navigator
List of all applications and their corresponding modules (category/subcategory). Applications contain files and data that enable services or processes, modules are links to different areas of platform that allow functionality. Contains favorites and history function.
Roles
collection of permissions, allowing users to perform actions within the platform. Can be assigned to groups or users. Each can have more than one role.
Base System Roles
-System Administrator
-Specialized Administrator
-Fulfiller (itil)
-Approver
-Requester (employee self service)
Lists
Displays a set of records from a table. Filterable and customizable. One of two most common ways to interact with data in platform.
List Context Menus
Allow additional control/actions on lists at list, column, and record level. List context menu allows for change of view.
List filters
Set of conditions applied to list to isolated data. Consists of field (ie column), operator, and value (data record to match against)
Tags
Any records in the system can be tagged to categorize, flag, or locate more easily. Tags can be global or visible to only certain users.
Views
Different ways to display the same list or form. Can define layout, fields, etc. based on same data
Form
Displays all fields from one record that users can view or edit
Form context menu
Provides additional options specific to the form including Save, Configure, and view
Form field types
-String (freely populated)
-Choice (dropdown)
-True/false
-Date/time
-Reference (displays records from another table)
Templates
Allow fields to be populated automatically, simplifying the process of submitting new records
ITSM Guided Set-up
Enables performance of structured configuration activities that help configure applications and monitor progress
Branding
Important aspect of the platform that enables company to align branding with rest of organization to increase familiarity and trust.
Options include banner image, text, colors, navigator background
Branding Applications
Branding can be applied through ITSM Guided Set-up > Company or System Properties > Basic Configuration
Tasks
Any record that can be assigned and completed by a user in ServiceNow i.e. incident, problem, change request
Task Table
Core table that provides a series of standard fields used on each table that extends it
Assignment Rule
Automatically set a value in assigned_to or assignment_group fields in a task record based on conditions that serve as a trigger
Agent intelligence
ServiceNow machine learning algorithms that allow to set field values during record creation.
Accessing assigned tasks
Tasks can be accessed through Service Desk > My Work or My Groups Work. Groups work features tasks not yet assigned at individual level.
User presence
feature that enables collaboration by showing who else is viewing, editing, etc. records in real-time.
Work Notes
Tab in a record that allows stakeholders to communication and document task activity throughout lifecycle. Only available to fulfillers. Automatically document changes upon saving record.
Additional Comments
Tab in a record which allows for updated information to be communicated with requester or people outside of organization. Comments emailed directly to customer upon saving.
Activity Stream
Section located under notes in a records that provides complete history of a record to include who made an update, what was updated, and when. Read-only. Can document char, comments, work note, updated field values, etc.
Visual Task Boards
Feature that allows transformation of lists, forms, tasks into graphic interface that can be personalized and used to organize work in ServiceNow
Event
An indication that certain conditions have occurred in the system. Responded to with pre-defined actions.
Event log
Log of every generated event
Notifications
tool for alerting users when events that concern them have occurred through email, SMS, meeting invite. Received by configured users or voluntary recipients.
Notification set-up
Can create notifications with options to choose when to send, who will receive, and what it says
Dot-Walking
Capability that gathers information from a series of tables through reference fields using a (+) icon to drill down. ie. caller.manager, assignment_group.manager
Connect Chat
Messaging tool that lets you work with others in real-time. Available in full screen through Connect workspace
Reports
Show results by allowing users to view and analyze ServiceNow data. Can be prepared on ad hoc basis or scheduled
Report Designer
Interface used for creating or modifying ServiceNow report. Can build report from scratch from list using column context menus.
Performance Analytics
Application to track and aggregate data over time through elements call scorecards and indicators. Sample over time. Can display in dashboard with proper plug-in.
ServiceNow Database
Everything is built on a MariaDB database containing tables accessed through the GUI
Table construction
DB contains tables, tables contain records (rows in a table), records contain fields (column/cell), fields contain values associated with labels
Reference Field
A unique system identifier of a record on another table which establishes a relationship between two tables. I.e. Caller field in incident table references name fields in User table.
Extended Tables
Incorporates all fields of an original table and allows for unique fields to be created on new table, allows for subcategories of data. Ex. Incident (child table) extends Task table (parent class)
Base tables
A tables that is extended but does not extend another table (Parent, Base class). Ex. Task table
Schema Map
Graphical representation of other tables related to a specific table
Access Control
A security rule defined to specify which users are granted access to system information to include records and fields
CRUD
-Create
-Read
-Update (write)
-Delete
Access Control List (ACL)
Contains all of an instance's access control rules. Ability to add and modify rules from here
Rule types
-table.None (rule applies to whole table)
-table.field (rule applies to one field)
-table.* (rule applies to every field on a record without a table.field rule)
Import Set
A tool used to import data from various data sources and map that data into ServiceNow tables. Mechanism to pull data into application
Import Set components
-Data Source (record in servicenow that informs where data came from)
-Import Set Table (staging area for records imported from data source)
-Transform Map - provides a guide for moving data from import set table to target tables
-Target table
Transform Map
A set of field maps that define the relationships between fields in an import set table and fields on a target table.
Coalesce Fields
Means the field will be used as a unique key during imports.
-If there is a match, the existing record will be updated with the information being imported
CMDB
Configuration Management Database - a series of tables and fields that contain all of the Configuration items controlled by the company as well as attributes and relationships
CI
Configuration item - any component that needs to be managed in order to deliver services. Tangible or intangible devices or applications
Knowledge Management
Allows users to create, categorize, review, approve, and browse important information in a central location shared by organization
Knowledge Base architecture
Knowledge home page contains Knowledge Bases (broad categorie ie IT) which contain categories to display knowledge article and questions. Can upload doc, create, article, or create questions
Knowledge Workflows
Approval Publish, Approval Retire, Instant Publish, Instant Retire, Publish knowledge (subflow moves article), Retire knowledge (" ")
Virtual Agent
Conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common work tasks to include knowledge management information
Knowledge User Criteria
Conditions added to article determining who can CRUD articles
Service Catalog
Ordering system for services and products offered by departments for users. Also has access to the service desk
Service Catalog Items
Hardware, software, and services offered within the service catalog
Service catalogs variables
Options added to the item to gather specific information regarding customers needs ie storage, color, change price, etc.
Record producer
simplified form that allows users to provide information that is translated into a task-based record ie order form
Service Catalog item request output
Order generates request (REQ#), Requested items (RITM#), and service catalog tasks that describe what has to be done to get item to user
Flow
Automated business logic for a particular application or process such as approvals, tasks, notifications, and record operations
Flow designer
Codeless interface for building and enabling rich process automation capabilities - flows
Use of flows
Best used to orchestrates processes across services; reduce scripting; integrate third party systems.
DO NOT use for single instances of a process
Flow components
-Trigger - activity that initiates the flow by specifying a start condition
- Conditions - used to determine when or how an action runs
- Action - operations executed by the system ie update value etc.
Workflow
automated multi-step processes that occur across the platform
Use of workflows
Use to automate a repeatable process; when a standard response is needed; when automation is needed
DO NOT use for discrete changes.
Workflow components
-Beginning
-End
-Activity - block that organizes the individual actions the workflow performs as it runs
-Conditions - activity type us to transition from activity to activity
SLA
Service Level Agreement - set amount of time for a task to reach a certain condition, table to access, and type of SLA being evaluated
Types of SLAs
Operational Level Agreement - defines how departments work together
Underpinning Contract - defines and monitors the guarantees established with outside suppliers
SLA Conditions
-Start - what conditions start the clock
-Pause - what conditions keep SLA open but suspend increasing elapsed time
-Stop - conditions for completion
-Reset- Running SLA completes and new SLA attached
Scripting
Customization of an instance and/or application by using JavaScript
User Interface (UI) policy
Rule that is applied to a form to dynamically change form information or the form itself ie set a field mandatory is condition is met, read-only fields
Data Policy
Rule that enforces data consistency by setting fields as mandatory or read only. Applies to all data entered into the platform to include import sets, forms, web
Business Rule
rule that is configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried. Run on service. Do not run in real time.
Update sets
a group of customizations made on an instance that can be moved from one instance to another without pulling over the data. Brings over workflows, roles, fields, forms, etc.
Delegate
Users can be assigned delegates that will receive notifications the same as the user
Skills
Configured competencies assigned to groups or users that can be used to help determine who is assigned certain tasks. Requires Skills Management plug-in
Event registry
Lists the events the system recognizes. Use registered events to automate other activities, such as script actions or notifications.
Sys_id
A unique 32 character Globally Unique ID (GUID) used to identify a record.
System Dictionary
Dictionary Entry [sys_dictionary], that contains details for each table and the definition for every column on each table in an instance
Four ways to access table information
-Tables & Columns - module that allows to view all active tables and dot walk through columns and column attributes
-Schema Map - view and access related tables for a given table
- Tables - show each table broken down by columns, notes extended tables
- Dictionary - details on each table and definition of each column
CMDB Baselines
Snapshot of your configuration items in the CMDB. You can review the changes that have been made to that configuration item since a previous baseline. Multiple baselines may be created and the system tracks the changes that have been made per baseline.
Service Catalog Components
-Items - things available for order
-Variables - questions asked of the requestor to specify item
-Variable sets - modular unit of variables that can be shared by items
-Record producer - order from that produces task record
-Order guides - assist requestors in order a complete set of items and knowing relationships
-Workflows - run behind the scenes to automate fullfilment