207 terms

ServiceNow Certified System Administration

Question created based on the ServiceNow CSA course
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Terms in this set (...)

A map to determine relationships between fields displaying an Import Set to fields in an target table
What is a Transform Map in ServiceNow?
Groups
A collection of users makes what?
Homepage
List
Form
Dashboard
Map
Timeline
What are the 6 types of ServiceNow interfaces?
Banner Frame
Application Navigator
Content Frame
What is the ServiceNow UI made of?
No Coalesce
Single-Field Coalesce
Multiple-Field Coalesce
Conditional Coalesce
What are the 4 possible was you can Coalesce data?
Modify the order field
How do you change the sort sequence of fields or tasks?
Record List
Form
Tables and Columns
In which three places can Tables and Fields be viewed and manipulated?
Click arrow next to breadcrumb in list
Where do you change the Smart Filter Condition Builder?
Click List Mechanic gear above check boxes
How do you display the slushbucket?
A view
What do you call a saved version of a personalized form?
Click on the table name at the top of a list and select filter
How do you apply a saved filter?
A Form
What displays fields from one record and can be used to edit the record data?
Light red - required but has a saved value.
Green - Modified field content - need to save.
Red - Required and needs value.
Orange - Read-only
What are the field status indicators?
Invalid data or mis-typed word
What does a red-dashed line indicate?
Submit
What do you click to save changes on a new form and return to the previoiusly viewed page?
Update
What do you click to save changes on an existing record and return to the previously viewed form?
Right click form header and click save
What do you click on to save changes without leaving the form?
Insert or Insert and stay
What do you do to save a new record to the db instead of updating the current item?
UI Policy
What is a rule that applies to a form to dynamically change form information on the form itself?
Data Policy (not used much)
What enables admins to set mandatory and read-only states for a field?
UI Actions
What do you use to put buttons, links and context menu items on forms and lists?
A Business Rule
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?
When accessed through the form
Client scripts only apply when?
Globally
Business Rules apply when?
When you can use UI policies or Access Control Rules
When SHOULDN'T you use client scripts?
onCellEdit
onChange
onLoad
onSubmit
Client scripts can be executed in four ways. What are they?
No, but they can be disabled
Can plug-ins be removed?
Record list view
Schema map
Tables and Columns module
Name three interfaces for viewing and manipulating tables?
Data Dictionary
What stores structure and relationship definitions?
Sys_dictionary
sys_documentation
sys_db-object
What three tables provide Data Dictionary and relationship information?
Order field - Best practice 3 digit numbers
How do you establish the sequence for displaying lists?
Configuration Item
What does CI stand for?
CMDB
What is a series of tables that contains all the assets and business services controlled by a company?
A Configuration Item (CI)
What do you call a tangible device or intangible dedicated software in the CMDB?
cmdb_ci
What is the core CI table?
Cmdb_rel_ci
What is the CI relationship table?
Computers/Devices on the network
software contracts and licenses
Business services
List CI examples
Task and CI
What are the two base tables of SN?
Locate failed changes and associate incidents

Facilitate quick analysis of impact, helping reduce or eliminate downtime

cost savings
List Benefits of CMDB?
Lists & Forms
What is the most common way to interact with ServiceNow data
Field
Operator
Value
what 3 components make up a filter?
Business Service Map graphically displays the CIs that compose a business service and indicates status
What is a BSM map?
A role that has special permissions for the duration of the log in session
After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege?
security_admin
To access the control list you have to have which access?
In the User sys_user table
Where is the user record stored?
Sys_user_group table
Where are groups stored?
Sys_user_role table
Where are roles stored?
A role
What is a collection of permissions used t grant access to applications and assign security groups?
From the Form Context Menu
From the personalize Form Icon
What 2 ways can you configure a form?
System Admin
Specialized Admin
Fulfiller
Approver
Requester
What are the 5 Base System Roles
All the permissions of any other roles it includes
What does a role inherit?
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 is best practice for users/groups/roles?
System (username/pw)
Applications and Modules (Roles)
Tables and Fields (System Properties/ Access Control)
What are the 3 levels of Access?
Access Control in Tables and Fields
Where are row and column security set?
System Property in Tables and Fields
Where is Table security set?
Conditional Expressions
Scripts
Roles
What are the three ways Access Control Rules are defined?
ACL
What is the list of all Access Controls for a table?
A security rule defined and set at the row and column level
What is an Access Control?
Specific to general if all conditions are true (Conditions, Scripts and Roles)
What is the Access Control evaluation?
Start condition
Stop condition
Pause condition
In a SLA Definition, which one is a condition that will trigger an SLA?
Draft
Review
Publish
What is the sequencing of publishing an Knowledge Article?
Manually
From the Service Catalog with a Record Producer
Automatically from events
From existing Incidents or Tasks
Name 4 ways the Knowledge Base can be populated?
Topics
Categories
Articles
What is the Knowledge base hierarchy?
Roles
How do you protect KB articles?
Make it public and protect with roles
How do you allow users to access KB without logging in?
Event
What do you call an indication to the SN processes that something notable has occurred?
When to send
Who to send
What to send
What is the criteria for sending a notification?
Dot-Walking
What gathers information from a series of tables through reference fields?
Connect Sidebar
Conversation Pane
Conversation Tools
What are the 3 major components of the connect workspace?
User Actions
Scripts
Events are triggered by?
User actions
Scripts(Business Rules/Workflows)
What can cause events?
Event queue
What contains a record of every generated event?
Notifications
What do events trigger?
A mix of static and dynamically determined content
What does a Notification contain?
To copy prod over a sub-prod instance
Why would you clone an instance?
Feature
Patch
HotFix
What are the three release types?
No
Are user customization records upgraded?
Total Response Time - network browser and server 3 seconds
Server Response time below 800 ms
What are best practices response times?
A homepage
What is a dashboard of frequently used content with reports?
A gauge
What do you call a mapped graphic image on a homepage that are packed reports?
Metrics
What is used to measure and evaluate the effectiveness of IT service management process?
Data over time to show past history
What do metrics measure?
SLA
What is a measurement of the set amount of time for a task to reach a certain condition?
Breached
What do you call it when SLA is not met?
SLA Definition
Task SLA
SLA Workflow
SLA Automation (Business Rule and scheduled job)
What are the four major components that power SLA?
SLA

Operational Level Agreement(OLA) how departments work together

Underpinning Contract(UC) outside suppliers
What are the three types of SLA?
Start
Stop
Pause
What conditions define an SLA?
Customizations
What is another name for Customer Updates?
TASK
A _______ is Any record that can be assigned or completed by a user?
Variable Types
Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow?
Variable Set
What is a modular unit of variables that can be shared between catalog items?
Flow_designer
Flow_operator
Action_Designer
What are the 3 roles that may be required to work in the flow designer?
Flow Designer
What is the interface for building flows?
Trigger
Condition
Action
What are the 3 flow components?
Approvals
Notifications
Task
What are the 3 basic components of Workflow?
Utilize he Graphical Workflow Editor
How do you modify or create a Workflow?
System Properties > Security
System Security> Access Control
System Security > High Security Settings
What are the 3 security Modules typically used by a System Administrator?
Schema Map
What provides a graphical representation of other tables related to a specific table?
Service Catalog
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?
Record Producers
Items
Variables
Order Guides
Workflows
Name the major components of Service Catalog?
REQ
RITM
Catalog Task
Assignment Group
Name some of the various items that orders from Service Catalog generate?
A modular unit of variables that can be shared between catalog items
What is a variable set?
Define an order guide
Group items in order guide
Use questions to present item options
What are Service Catalog best practices?
Waiting for approval
Fulfillment
Delivery
Completed
Or Request canceled
What are the 5 workflow stages?
Approval
Notifications
Tasks
What 3 basic components are generated and assigned by workflows
Approvals
Conditions
Notifications
Tasks
Timers
Utilities
Name the 6 workflow activities?
Checked Out
Published
Unpublished
What are the 3 workflow states?
Changes made to a form
By default in ServiceNow, what customizations are added to Update Sets?
System Properties, then CSS Properties
Where do you go in SN to change the banner and colors?
Import Set
What do you use to import data from various data sources and map data into SN tables?
Transform map
What determines the relationship between the Import Set Table and an existing ServiceNow table?
1. Load Data
2.Create Transform MAP
3.Run transform
What are the steps for using Import Sets and Transform Maps?
Makes a field the unique key
What does coalescing do before a transform?
An Update Set
What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another?
Customer Update table (sys_update_xml)
What table is used to track changes in an update set?
New Records
New users and groups
Modified data
Schedules
What cannot be customized with update sets?
Only manually
Can homepages be added to update sets?
Many
Should you include few or many changes in one Update Set?
Yes
Can two update sets be merged?
MariaDB
Everything in ServiceNow is built on?
Retrieve
Preview
Commit
Apply
What is the sequence on the production instance to run an Update Set?
Approvals
Notifications
Tasks
What are the three components of a workflow?
Problem
Incident
Change Request.
What are the three tables based on the Task table?
SYS ID
What is another name for the 32-character GUID?
workflow_admin
workflow_creator
what roles do you need to access the workflow?
Canvas Tab
Title Bar
Canvas
Palette Tabs
The workflow editor is divided into 4 areas?
Breadcrumbs link underlined text criteria
What do breadcrumbs do?
A list
What is it called when you display the contents of a table?
Fields and Records
What are the components of a table?
Fields and records
What are the components of a form?
Client Side
Where are UI Policies applied?
Buttons
Links
Context menus
What are the three types of UI Actions?
onLoad
onChange
onSubmit
onCellEdit
What are the four types of Client Scripts?
sys_user_group
What table holds groups?
sys_user_role
What table holds roles?
Approvals, Notifications, Tasks, and Invites
What can be Delegated? Hint: ANTI
Extensions
One-to-many
Many-to-many
DB views
What are the four types of table relationships?
The Schema Map is the Graphical Representation of Relationships between Tables.
What is the Schema Map?
Configuration Management Database
What does CMDB stand for?
cmdb_ci
What table holds CI information?
cmdb_rel_ci
What table holds CI relationships?
Import Sets
Integrating with external CMDB's
Manual Input
What are some methods for populating the CMDB?
Import Data
What do Import Sets do?
Load data, create transform map, and transform data
What are the three steps in importing data?
Makes the coalesce field a unique key
What does the coalesce option do in Import Sets?
It is a repository of important information
What is a Knowledge Base?
Publish
What step makes workflows available to users?
System properties > CSS Properties
Where do you change banners and colors on your interface?
Retrieve
Preview
Commit
Apply
What is the Update Set run sequence?
Transform Map
What provides a guide for moving data from import set?
Modify the order field
How do you change the sort sequence of fields or tasks?
Record list
Forms
Tables and Columns
Where can tables and fields be manipulated?
Draft/Review/Publish
What is the sequence of publishing Knowledge articles?
Approvals
Notifications
Tasks
What are three basic components of a workflow?
Utilize the graphical workflow editor
How do you modify or create a workflow?
System Properties and CSS properties
Where do you go in ServiceNow to change the banner and colors?
Security Admin
Which access is needed to access ACLs?
A row is a record
What is a row?
Utilize Coalesce field to make the field unique
How to save duplicate data while importing?
ACL provides permission to access any object in ServiceNow
What controls what type of data users can access?
Table.None
Table.Field
Table.*
What are the 3 Access Control Rule types?
Table.None
What Access Control Rule applies to the whole table?
Table.Field
What Access Control Rule applies to only one field on a record?
Table.*
What Access Control Rule applies to every field on a record without a table.field rule?
Security_Admin
What role must a user have to create or Update Access Control Roles
Service catalog>Maintain Item
Where do you modify Service catalog items?
Data
What is stored in a table?
Transform map
What defines the relationship between fields in a import set table and fields on a target table?
Import Set Table
What is a staging area for records imported from a data source
One-to-many relationships
How are users related to roles and groups?
Group of customizations can be captured and moved from one instance to another instance with the help of data sets
What are update sets?
Configuration Item
What is a CI?
A record producer is a module of Service Catalog to create records from catalog view
What is a record producer?
REQ>RITM>TASK
When you open a service catalog form and click on Order now button what gets created?
Unit of variable which can be shared with catalog items
What is a variable set?
Waiting for Approval
Approved
Pending
Fulfillment
Delivery
Completed
What are workflow stages?
1. Manually on the catalog item form
2. Automatically, based on conditions
3. Automatically, if no other workflow is attached
What are 3 ways by which Service catalog workflow can be attached
Start
Pause
Stop
What are the steps of SLA?
UI Policy and Client scripts run on client side

Business Rules and Data policy run on server side.
What runs on client side and what runs on server side?
UI Policy
How do you set read only fields?
A piece of javascript configured to run when record is displayed, insterted, deleted, or queried
What is a Business Rule?
System Properties>Security
Where do you limit attachments?
When an event is fired
When is a notification sent?
System Diagnostics>Upgrade History
What module tracks all UPGRADES to the system?
Software as a Service
What is SaaS?
application Platform as a Service
what is aPaaS?
It takes you to the homepage
What is the functionality of the Home icon?
Provide links to all applications and modules
What is the function of the navigator?
The link that appear as underlined text to display content criteria
What are breadcrumbs?
Mysearchitem%
What is the syntax to return the items that start with phrases?
=mysearchitem
What is the syntax to return the items that equal the phrase
sys_script table
Where are business rules stored?
A record in the sys_user_role table
What is a role?
Another user in the instance is designated to receive or interact with approvals and tasks assigned to you
What is a delegate?
Discovery
Import Sets
Integrate with external CMDB
Web Services
Help the helpdesk
Manual Input
What methods are available to populate CMDB?
Manually
From Service Catalog record producer/
Automatically from events
From existing incident
How can KB be populated?
Record Producers
Items
Variables
Order guides
Workflows
What are major components of Service catalog?
An indication to the SN process that something notable has occurred
What is an event?
The Event queue
What contains a record of events?
Email sent to the user when any event occurs in SN
What is a notification?
Feature Release
Patch Release
Hotfix
What are the different types of ServiceNow releases?
Pie Chart
Bar Chart
List
Calendar
Pivot Table
Box Chart
Trend
What are types of Standard reports?
A mapped graphic image on a homepage
What is a gauge?
Used to measure effectiveness of IT Service Management process
What is a metric?
SLA is breached
What happens when an SLA task does not reach the condition?
SLA - Service Level Agreement/OLA - Operation Level Agreement/UC - Underpinning Contracts
What are types of SLA?
Set the start time equal to when an Incident was created
What is retroactive start?