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Service Catalog Components

• A Service Catalog can include:
  • Record Producers
  • Order Guides
  • Catalog Items

Coalescing Fields During Imports

• When using coalesce fields during data imports, if a match is found, the existing record gets updated using the information being imported.

Metrics in ServiceNow Reporting

• Metrics are used to measure and evaluate the effectiveness of IT service management processes within ServiceNow reporting.

Controlling Display Sequence of a Service Catalog Item

• The display sequence in a Service Catalog Item is controlled by setting the Order field in the variable form.

Report Creation in ServiceNow

• Reports can be created from:
  • List column heading
  • View / Run module

Sorting Knowledge Base Search Results

• Knowledge Base Search results can be sorted by:
  • Most recent update
  • Relevancy
  • Number of views

Path to View Fulfillment Stage Task List

• An administrator can view the fulfillment stage task list for an order via the following path:
  • REQ (Number) > RITM (Number) > TASK (Number)

Quick Access to Application Menus and Modules

• Favorite refers to application menus and modules that can be accessed quickly and often.

Result of Placing an Order in Service Catalog

• Request is generated after ordering an item or service from the Service Catalog.

User Menu Actions in ServiceNow

• From the User menu, a user can select to:
  • Send Notifications
  • Elevate
  • Impersonate

Examples of UI Functionality

• Buttons, form links, and context menu items are examples of UI Actions.

Service Catalog Item

• The Service Catalog Items are the building blocks of the Service Catalog.

Order of Table Access Control Processing

• Table Access Control rules are processed in this order:
  • Table name
  • Parent table name
  • Any table name (wildcard)

Platform Name for the User Table

• The platform name for the User table is sys_user.

Meaning of REQ Number

• A REQ number in the Service Catalog represents the order number.

Application Navigator History Section

• UI Pages will not appear in the History section of the Application Navigator.

Recommendation for Update Sets

• Avoid using the Default Update Set for moving customizations from instance to instance.

Initiating a Flow

• A Trigger is used to initiate a flow.

Service Catalog Variables

• Service Catalog variables are global by default.

Column Context Menus

• Actions such as creating quick reports, configuring the list, and exporting data are displayed through column context menus.

Products for Populating CMDB

• The ServiceNow products used to discover and populate the CMDB are:
  • Discovery
  • IntegrationHub ETL

Purpose of Mapping Assist

• Mapping Assist is used for Mapping fields using a Field Map when using the Load Data and Transform Map process.

Contents of Configuration Management Database (CMDB)

• The CMDB contains data about tangible and intangible business assets.

Order of Filter Elements

• Filter elements should be specified in the order:
  • Field
  • Operator
  • Value

Business Rules

• A business rule can be a piece of Javascript.

Types of Client Scripts Supported

• ServiceNow supports these Javascript client scripts:
  • onSubmit
  • onUpdate
  • onCellEdit
  • onLoad
  • onChange

Table Extensibility in ServiceNow

• Base Tables may be extended by other tables, but cannot extend another table.

Purpose of an Order Guide

• An Order Guide provides the ability to order multiple, related items as one request.

Tool for Real-Time Conversations

• Connect Chat is used to have conversations with logged-in users in real-time.

ServiceNow CMDB Concepts

• The following concepts are associated with the ServiceNow CMDB:
  • Service Processes
  • Tables and Fields
  • Database
  • Dependency View

What is a Formatter?

• A formatter is a form element used to display information that is not a field in the record.

Results of App Navigator Search

• App Navigator search results include:
  • Names of Applications and Modules
  • Names of Modules
  • Names of Applications
  • Favorites

Getting Information from Referenced Fields

• Dot-Walking is used for getting information from a series of referenced fields from different tables.

Schema Map Details

• A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema.

Purpose of an Update Set

• An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems.

UI16 Customization Options

• The Basic Configuration UI16 module for customization includes:
  • Banner Image
  • Browser Tab Title
  • System Date Format

Function of User Impersonation

• User impersonation allows for testing and visibility.

System Dictionary Contents

• The System Dictionary contains the definition for each table and column.

Difference Between Insert and Update Operations

• Insert creates a new record and Update saves changes.

Event Log vs Event Registry

• An Event Log contains generated Events, which can be triggered by integrations.
• The Event Registry is a table of Event definitions.

Dictionary Override Function

• A Dictionary Override sets field properties in extended tables.

Access Control Permissions

• Roles are used to control Application and Module access.

What is a Record Producer?

• A Record Producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog.

Common Services in Service Catalog

• Create Incident, Password Reset, and Report Outage direct the user to a record producer.

Import Set Table

• An Import Set Table is a staging area for imported records.

Characteristics of Importing Data

• An existing Transform Map can be used multiple times with the same import set.

Where to Create New Item

• To create a new item, administrators access the Maintain Items module in the Service Catalog application.

Editing Field Values

• List Editor allows a user to edit field values in a list without opening the form.

Service Catalog Variable Types

• Variable Types can be added to a Service Catalog Item
  • Multiple Choice
  • Select Box
  • Checkbox

Moving Workflows

• Update Sets are used to move Workflows.

Service Catalog Components

• The baseline Service Catalog homepage contains links to:
  • Record Producers
  • Order Guides
  • Catalog Items

Inheritance with Extended Tables

• A new table extended from another inherits fields of the parent table, and can contain new, unique fields.

Checking ServiceNow Release

• Admins can check the release on a ServiceNow instance in the Stats module.

Knowledge Article State

• Knowledge articles must be in a Published state to display to a user.

Conversational Bot Definition

• Virtual agent provides assistance to help users obtain information, make decisions, and performs tasks.

Related Lists

• Presents related records.

Purpose of Service Catalog

• Service catalog flow drives fulfillment process and sends notifications to users or groups.

Created Item Workflow

• Task describes something that is created, has work performed on it, and is eventually moced to a state of closed.

Authentication Method

• Valid service now user authentication (choose three) -Local database -LDAP -SSO

Permission Requirements

What components are within access control rules? -Roles -Conditional expressions -Scripts

Banner UI Functionality

Which section of ServiceNow UI allows users to perform global search? A) Banner frame

List Filter

To make a list filter available to everyone assign a name, set visibility and save

Navigator Section

What doesn't appear in application navigator: A) Incident > Assigned to me

How to Categorize

What do you use to categorize, flag and locate records: A) Tags

What populates commonly used tools?

What tool should be used to popular commonly used fields in a form. A) Templates

How groups are defined

How is a group defined in ServiceNow A) One record stored in the Group type [sys_user_group] table

Definition of Roles

What is a role in ServiceNow? A) One record in the Role [sys_user_role] table

What's a notification

What is a notification? A tool for alerting users that events that concern them have occurred

Types of Visual Task Boards

What is not a Visual Task Board A) Feature

Assignment Best Practices

What are best practices regarding users/groups/roles? (Choose three.) You can add: -Users to groups You should: -Assign roles to groups

2 Ways to Generate an Event

What are two ways to generate an event. (Choose two?) -Business rule -Workflow

Task Table Fields

Which core table in the service now platform provides series of standard fields used in each of the tables? -Task

Data Structure for Tables

What is the organization of data within a ServiceNow table? -A column is one field and a record is one row.

Unique Record Identifier

What's a sys_ID -Unique 32-character identifier assigned to a record

Table Naming Convention

When creating a global custom table named 'a,b,c' what's the table name that is automatically assigned? -u_abc

Access Requirements

Access control rules may provide what: -Access Security for a: -Specific row, column, or table

System Import

What's the primary application used to load data in servicenow? -System import set

Order to Import Data

What is required when importing new data into a Service Now spreadsheet: -Load data -Create transfer map -Run transform

Configuration Management Dependency

Which tool is used for creating dependencies between configuration items in the CMDB: -Config management relationship editor

Difference Between UI and Data Policy?

What's the difference between a UI policy and a data policy? -Data policy only, while UI policy is a combination of system and user functions

Where is the most accurate list of captured change?

Answer: Changes made to table, forms, views and fields

Steps to retrieve Update sets

What is the sequence for retrieving an update set? -Verify -Complete -Retrieve -Preview -Commit

About Integration Hub

Integration Hub lets you enable third party APIs which are also part of a flow this is referred to as a "Spoke."

Application Security

Which provides application protection by identifying and restricting access to available files and data. -Application scope

Access Control Rules

• If there is more than one rule the older rule is evaluated first
• If a row level rule and a field level rule exist, both rules must be true before operation is allowed

What Data Models do (CSDM)

• It provides a resource that tells you which provide a standard and shared set of service related definitions across ServiceNow products

Network Responsibilities

• manager not being in network or hardware group

Application Based trigger

• You must activate the applications spoke AND needed plug-ins

Service Now Interfaces

• the following are ServiceNow platform interfaces: (Choose four.)
• A. Now Mobile
• B. (The standard) agent interface
• C. Service portal

Not in Update Set

• Not Included in an update by default (4 things):
• -* Data
• -* Schedules
• -* Database changes
• -* Scheduled jobs

You would like to add a field in a new form to a new program-

• (Choose two.)
• A. Right click on form header, select Configure > Form Layout
• B. Click on context menu (three dots), select Configure > Form Designer

Table Map Relations

• This option allows you to make appropriate C,MDB tables:
• Common Service Data Model (CSDM)

Activation - plug in needed.

• Activate> plug-in

Unique identifier

• Sys_id is always a record's unique identifier

How to submit only to specific employees

• How all first line employees with shirt orders and size ability:
• Create Catalog Item and use the Not Available list to specify the Manager Group

Migrating Data Quick

• Update Set:

How to label a favorite

• With a Pencil

Business Rules Specs

• What needs to be specified when creating a Business Rule?
• Table
• Script to Run
• When

Task Clock

• What feature can track the amount of time that a task has been open and is completed within allotted time?
• Service Level Agreements (SLAs)

List Reports

What is a quick way to create a report from a list view?

• Apply filter, right click on column header, select Bar Chart

Table match/ Target Mapping

What import utility you use when the field names on the import set match the name of the fields on the Target table?

• Automatic Mapping

Browse Internal Data

What interface would you use if you wanted to browse internal IT documentation?

• Knowledge base

What should you suggest to fix issue if a new service desk employee complains created dates/ times are incorrect in their incident list?

• Have them use the gear icon to set the employee’s time

Sys Admin Security Modules

What are three security modules Often used by the System Administrator? (Choose three.)

• System Properties> Security
• System ACL (Security > Access Control)
• Security > High Security Settings

How to create form

A. Create Catalog Item for Event Room Set Up; then publish to both Catalogs. B. B. Log out and back in

Where should the analyst start w/ report building?

A. Reports > Getting Started

Update new instance?

What are steps for applying update set to instance

• A. retrieve, preview, commit

When import spread sheet data into ServiceNow when does data get written to the receiving table

A. Run transform

What would you do /list if you wanted to show the records in groups.

A. Context Menu, select Group By > Category B. On the Category name column title, click Context menu > Group By Category

Collaboration

Which collaboration tool allows the banner, using the bubble icon? -Connect Chat

Which tab where user define knowledge articles

On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base? -Cannot Contribute

Actions To update Multiple Records

Which features allow you to update multiple records at one time? (Choose two.) -List Editor. -Update Selected Action

Knowledge worker Roles

Categories in the knowledge base, by default, can be created and edited by which knowledge workers?(Choose two,) -Knowledge contributors -Knowledge Managers

Communication Channels

Which tool communication tool allows users to create new conversations? -connect chat

Incident Fields

• What fields can be view on an incident table.
• Tables & columns
• Dictionary

The time flow

• What component causes a flow record has been created or updated?
• Record Trigger

Boolean Check

• Booleans will also populate

How to access available to you?

A. self Service > knowledge

Data Quality

Which Type of Policty would you use to meet data requirements?

Person with Clearly

Defines paths and workflows in the platform and have one or more roles.

• Is a process view

Banner Image

What is the proper module to customize your instance banner image?

• System Properties > Basic Configuration UI16

DB provider

Which database provides a logo model of your company's infrastructure by identifying controlling, maintaining and verifying CIS that exitst?

• the CMDB

How to use utility tool

• Flow designer

How to find what modules are visible

• Impersonate the user

###Performance

It will take Snap shots of Data

• It records data

High priority

Click on priority and select,

• The show Choice list

New templates

You customer would likely a New template to to notify users with affect by outage

• System notification > Email > Notification

How to look for something in flow a. Drag data pill into the flow definition

Which reports are visiable

• Group
• My reports
• Global
• All

what tool is used to define relationship A. transform map

Power to help the user

New power to help the user

• Virtual Agents
• If workflow has approve approval's task notifications records Flow

How add to form?

• Form > Layout
• configure > Form Layout

What label/ icons Context menu

Group table

Which table group located?

• A) Group (sys_user_group)

Form Items

what item is on form and list?

• UI Actions

Business Rule

• How do you decide the rule the execute? -Before, after, async, display.

What import type of data

What are different types of Data Source (choose four)

• A Local Sources i.e. XML, CSV Excel
• JDBC connection
• Network
• LDAP connection

Types of Filter Conditions

What is the components make up a filter condition

• Opperatee
• Match criteria
• Values

Inpersonaltion What is how you get back to orginal profile.

• End personalization

Workflow

What Controls Publishing retire what knowledge are controlled.

• Workflows

List Data

What is it when the list data normal word.

• Nature language query
• On the service catalog what has more relations?
• Request can have many requested items.
• Request item has catalog tasks -Require approval

What componet on always has choicelist

• A) Opterater

Role definition is known as

A collection of permission

You can't see things

"users complaining that, they are seeing a blank page when they are attempting to the new, and the

• Inventory Application what is the problem: users has a read-only but
• Inventory table

How can view table

• Common service Data mode

Month Performance

Manager wants to view a shot of performance data

• A performance Data

FLow designer

What are the advantage the flow sign

• (Choose three.)
• Reduce technical det
• Smooth 3rd party application

Impersonate

• Add the role Log Write to the Impersonator Group
• What must you have active for proper impersonation tracking?
• Activate the glide.sys.log_impersonation prop

How to get run time

What is the run time with value

• Data pull run time

User trips

A. Request + Response

Rows on a table

• "Import rows as is is new records are added to this table"

Best Admin

What's the best admins have for funtion

• System Administrator

Catolog Items

What features do to specifying a service item

• Is a User Criter

Compent of tables

What component of Table

• Field

Down Field in a table

what has Drop list pick predefined options

• Choice*
• User (sys_user(

##Triggered?

• What trigger by events to updates ServiceNow
• Notifications
• What type of field as a drop drop from the fill defines option ?
• Choice
• What do you make to see what modules are visible to them?
• I Impersonate the USer"

All SnapShot

what more than that Take it as point is run

• choice list what do you do E) Show choicelist

Which mod can be triggered

System notification > email > notifications

• A) drag table onto flow definition