ServiceNow Certified System Administrator (CSA) Study Notes

ServiceNow Certified System Administrator (CSA) Study Notes

• Service Catalog components include Order Guides, Catalog Items, and Record Producers.
• A match is found using coalesce, fields existing record is updated with the imported information.
• A metric in ServiceNow reporting is used to measure and evaluate the effectiveness of IT service management processes.
• The display sequence in a Service Catalog Item is controlled by the Order field in the Variable form.
• Reports in ServiceNow can be created from List Column Heading and View/Run module.
• Knowledge Base Search results are sorted by Most recent update, Relevancy, and Number of views.
• The path an Administrator can take to view the fulfillment stage task list for an order placed by a user is REQ (Number) > RITM (Number) > TASK (Number).
• Frequent application menus and modules are known as Favorites.
• A request is generated when a user places an order in Service Catalog.
• The User menu allows users to perform actions such as log out and approve records.
• Buttons, form links, and context menu items are UI Actions.
• Service Catalog variables are global by default.
• Column Context Menus in ServiceNow display actions for viewing, filtering, and adding relationships.
• Discovery Hub and CMDB Integration Dashboard are used to populate the CMDB.
• Mapping fields using the Import Log and Transform History is used when using the Load Data and Transform Map process.
• The CMDB contains data related to configuration items.
• Filter elements are specified in the order of Field, Operator, and Value.
• A Business Rule must run before a database action occurs.
• ServiceNow supports the following client scripts: submit, update, onchange, onload, oncellclick, and onSave.
• Base Tables, Extended Tables, and Custom Tables are table types that can be extended by other tables.
• Order Guides restrict the number of items in an order to only one per request.
• The Connect Chat feature allows logged-in users real-time conversations.
• The ServiceNow CMDB is associated with Service Processes, Tables and Fields, and The Dependency View.
• Formatters are used to configure applications, populate fields, and apply conditions to tables.
• The App Navigator search field returns Names of Applications and Modules, Favorites, Titles of Dashboard Gauges.
• Several techniques are used to get information from different referenced fields: Table-Walking, SOAP, SQL, and Record Hopping.
• Schema maps graphically display Configuration Items and their relationships in a database schema.
• An Update Set is used for grouping customizations and moving them to other systems.
• The Basic Configuration UI16 module can be used to customize banner image, form header size, and system date format.
• User impersonation allows testing and viewing from different perspectives.
• The System Dictionary contains human-readable labels and language settings.
• An Insert action creates a new row, while an Update action edits records in the current row.
• The Event Log shows events that have occurred within a 24-hour period, which differs from the Registry, storing definitions of events.
• A Dictionary Override is an incoming customer update to an Update Set affecting the same objects as a newer local update.
• Access Control rules are used for controlling access to application and module access and specific database objects like roles, groups, tables, rows, columns, or configuration items (CIs).
• The Application Navigator is a section of the UI for performing a global search.
• Filter criteria that are available to everyone in a list are assigned a name and set to visible.
• The Application Navigator does not display Incidents > Assigned to me when "service" is typed in the filter field.
• Using Categories in the knowledge base, allows you to search, flag, and locate records.
• The Formatter tool is used to populate fields in forms.
• Group records are stored in the Group [sys_user_group] table.
• UI Policies are tools used to add buttons, links, and context menu items.
• Timing options for executing business rules are Before, After, Async, Display, Prior to, Synchronous, on Update, and Insert, Update, Delete, Query.
• Local Sources (like XML, CSV, Excel) are used for importing data into ServiceNow.
• Filter conditions contain an operator, field, and value.
• Impersonation is ended by logging out and back into the system, or using the application's End Impersonation tool.
• The approval and retirement of knowledge articles is controlled by Workflows, not Approval policies or State Lifecycles.
• Natural Language Queries are used for filtering list data without using the condition builder.
• One-to-many relationships, from Service Catalog, include Request > Requested Items, Requested Items > Approvals, and Requested Items > Catalog Tasks.
• The Operation field in a filter is always a choice list.
• A Role is categorized by access control rules.
• User sessions can time out, creating blank pages in applications.
• The Common Service Data Model is a framework for ensuring data maps correctly to CMDB tables.
• Importing new applications uses the App Update Set.
• The field sys_id is the unique identifier for a record and is used during imports.
• A catalog item is created to fulfill customer requests automatically routed to Service Desk, while a Record Producer is used to create records.
• To ensure only first-line workers can order T-shirts, create a catalog item and restrict access to first-line workers only, using the Available For list.
• Update Sets are used to move customizations from one instance to another.
• The user would use the Pencil icon to change a label in a Favorite.
• The components that make up filter conditions are field, operator, and value.
• A ServiceNow Event Log contains details about activities occurring within the 24-hour period.
• The standard way to add attributes with System Properties is via Basic Configuration in UI16.
• The CMDB system is used to identify and verify configuration items.
• System Import Sets are the primary application for loading data into ServiceNow.
• A tool for describing data relationships is a Transform Map.