ServiceNow Concepts

• These are the study notes based on the questions you provided

Service Catalog

• A Record Producer will allow a user to click Get Help and describe the issue they are having
• These forms create incident records, automatically routed to the Service Desk

Access Control Evaluation

• The order in which access controls are evaluated ensures a user has access to a table, before evaluating access to a field in the table

Configuration Item Relationships

• The Dependency View tool graphically displays an infrastructure view for a configuration item (CI) and its relationships with other CIs

Core Tables

• User, Task, and Incident are common examples of Core tables in the ServiceNow platform

Identifying Knowledge Base Users

• Use the Can Read tab on the knowledge base record to identify the sets of users who can read articles in that knowledge base

Form Design Interface

• Main components are Page Header, Field Navigator, and Field Picker

Knowledge base Access

• When no access details are specified for a knowledge base, any active user can read articles

Key CMDB Tables

• The three key tables in an enterprise CMDB are cmdb, cmdb_rel_ci, and cmdb_ci

Update Sets

• Best practice dictates that you should not use the Default Update Sets for moving customizations between instances

Impersonating Users

• The option to Impersonate User is found on the Banner section

Data Loading

• The System Import Sets application is primarily used to load data into ServiceNow

Access Control

• Name: incident.None; Operation: create; Role: itil defines an access control to allow a user with itil role to have permission to create incident records

Service Catalog Organization

• Categories is the Service Catalog feature to organize items into logical groups

Notification Creation

• You must define the conditions under which the notification is sent, who receives it, and the content of the notification when creating a new notification

ServiceNow Workflows

• Included workflows are Customer Workflows, Employee Workflows, and IT Workflows

Troubleshooting Task Visibility

• The manager is not a member of the Network and Hardware groups could explain why an IT manager cannot see any tasks on the Service Desk > My Groups Work list

Form Configuration

• Create a Catalog Item for the Tablet and add a variable set to the form for the accessory options, and create a Catalog Item for the tablet and on the form add a check box variable for each accessory option to allow an employee to order a tablet and select standard accessory options

Visualizing Configuration Items

• Dependency View provides a modern interactive graphical interface to visualize configuration items and their relationships

Definition of a Group

• A group is defined as a collection of users

Report Visibility

• On the Reports page, Group, Global, My reports, All and Team sections display which reports are visible to different audiences

Filter Element

• The element in a filter condition that is based on the table, user access rights, and columns of the table is called a Field

Approval Feature

• Flows is used to manage approvals and notifications

Group Storage

• Groups are stored in the Group [sys_user_group] table

Managing Tags

• When managing tags, the visibility options are Groups and Users, Me, and Everyone

Imported Data Destinations

• The Transform Map module enables an administrator to define destinations for imported data on any ServiceNow table

Accessing Form Templates

• On the Form header, the More Options(...) icon provides access to form templates

Data Pill Picker Keys

• Arrows keys are used to dot-walk to fields in other tables when using the Data Pill Picker

Access Control Evaluation Order

• Access Controls are evaluated in this order: Table-level - most specific to most general; then Field-level - most specific to most general

Instance Resource

• Use the Help Panel (question mark icon) instance resource to access guided tours, information about actions, and instructions on using inputs and outputs in a flow

Report Designer Section

• The Configure section is used to specify grouping and calculations to be run against the data

Changing Icon and Color

• The Pencil icon is used to change the icon and color on a Favorite

New Application Experience

• To get hands-on experience with a new application released by ServiceNow, activate the application plug in on a personal dev instance

Filtering Records

• To quickly filter a long list of records to show only those with a Category of Hardware, locate and right click on the value Hardware, select Show Matching

Filtering Records Containing Text

• To quickly filter a long list of records to show only those with a ShortDescription containing email, *Click List Magnifier to expand column search, on Short Description, type email, click enter

Importing Data

• Define Data Source is the first step

Many-to-Many relationships.

• A classic example of a scenario where tables would have many to many relationships: Vendors can sell multiple products; and products can be sold by multiple vendors

Task Record Updates

• The Activity section on a task record shows the most recent update made to a record

Employee On-boarding

• Use an Order Guide for managers to order computers, monitors, business cards, and cell phones for new employees

CI Dependency View

• Relationships enable tracing from an infrastructure item, like a Server, to the Services that are dependent on that Server on the CI Dependency View

Personalizing Column Layout

• From a related list, a user would click the Gear icon to personalize the layout of the columns

Scripting Language

• JavaScript is the language used for scripting in ServiceNow

List UI Actions

• Examples are List Links, List Choices, List Buttons, and List Context Menu

Service Catalog Projects

• Create one Variable Set for the four variables, then add that variable set to each of the 80 catalog items for each of the catalog items, the following fields will be mandatory on the forms

Monitoring Updates

• On My Work list, select the Activity Stream icon to show a frame with live updates to allow a task worker to monitor any updates occurring to records assigned to him, like responses from customers

Importing Articles

• A user needs Can contribute access to import articles to a knowledge base

Importing Data From a Spreadsheet

• Create Transform Map step defines where the incoming data columns will be written in the receiving table

UI Policy Application

• Set the Global field to true to apply a UI Policy to all views, on its definition record

Importing Data Steps

• The correct steps for importing data using an import set are Load the data; Create transform map; Transform data; Clean up import table

Browser Scripts

• UI Policies and Client Scripts run in the browser

New Table Creation

• You can use Tables and Tables & Columns to create a new table

Primary Operations

• The primary operations performed against tables in the ServiceNow platform is Create, Read, Write, Delete

Defining a User

• A user is a record stored in the User [sys_user] table

Service Desk Agent

• CI Dependency View gives a Service Desk agent the ability to trace from a Service having an issue, to see which CIs supporting that service have active issues

Enabling Business

• Process Automation Designer enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board interface

Troubleshooting

• The user account does not have itil role, the user account does not belong to any groups, which contain the itil role could explain why an IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance

Managing Records

• On a related list, the buttons commonly used for managing the records on the list are Add, Edit, and New

Data Quality

• Use Data Policy to meet this requirement A customer requests the following data quality measures be added:

Incident Numbers

• Incident numbers should be read only, on all lists and forms, for all users

Short Description

• Short Description field should be mandatory, on all records, across all applications, on Insert

Incident Management

• Incident Management can be accessed by Application Navigator on the ServiceNow instance

Record producer

• Catalog Builder tool would you use to create a catalog item or record producer

Form Fields

• On a form, the Reference type of field has this icon which can be clicked, to see a preview of the associated record

Adding Tags

• While on an Incident record, click on the More options (...) icon, click Add Tag, type Special Handling, press enter to add a Tag for "Special Handling" to the record

Knowledge Base

• User Criteria allows to limit who is able to contribute or read knowledge within a knowledge base

Moving a homepage

• You must Manually add them to the update set a homepage or dashboard between instances

Platform Group

• The platform name for the Group table is sys_user_group

Core Actions

• Create Record, Ask for Approval, Look Up Record, Wait for Condition actions are included with flow designer

Request Authorization

• The Approver [approver_user] role enables someone to authorize a request, with no other permissions on the platform

Knowledge Base

• On the knowledge base record, The Can Contribute tab would define which users are not able to write articles to the knowledge base

Task assignment

• Users and Groups types of entities can receive task assignments, in ServiceNow

Report Designer

• Style section is used to adjust the look of your reports, including colors, titles and legend layout

Class Table

• Base Class table is not extended from another table, Parent class tables may be extended from another table

Access Control Rules

• Create, read, write, delete four access control rules are automatically created when a custom table is created

Banner icon

• Use the Gear banner icon to change your personal system settings, like your instance color scheme

Building extended table

• The fields not in the base table and The fields that are specific to the extended table fields do you need to create when building an extended table from a base table

Customer Priority

• Right click on Priority and select Configure Label andRight click on Priority and select Configure Dictionary ask to change the Priority field title to display their internal terminology PValue

High Security

• As administrator, you must do Select Elevate Roles to access features of High Security Settings

Work documented

• On the notes tab, the Activity section shows the history of the work documented on the record

Schema map for

• System Definition > Tables; Select Table; Go to Related links and click Show Schema Map navigate to the Schema map for a table

Database Hierarchy

• cmdb is the base table of the configuration management database hierarchy

ServiceNow

• A field is a table cell that stores data best describes a field in a ServiceNow table

Actions Relating

• Form Buttons, Form Context Menu, and Form Links are examples of UI Actions relating to forms

Criteria Set

• Members of the ACME Manager group, who are also members of HR Department and part of ACME North America would have access to this knowledge base:

Data from

• In Flow Designer, the data from an action stored so it can be used in subsequent actions in the flow is a Data Pill

Updates To A Form:

• UI Policy is a type Of rule(s) would you use to implement this requirement?

Viewing Knowledge Base

• The Public setting allows users to view a Knowledge Base article even if they are not logged in

Platform Set:

• Administrators can update the email notification named "System Upgraded" in the Notifications module by adding the appropriate User to receive it

Products support

• Discovery. Configuration Management (CMDB) Service Mapping could support a customer wants to be able to identify and track components of their infrastructure that support their eCommerce service

Base Tables:

• Incident table is a Parent table. Super Incident table is a Child table. Task table is a Parent table. Task table is a Base table. Super Incident table is a Child table

Analytics

• What capability allows users to create dashboards with widgets to visualize data over time in order to identify areas of improvement?

Platform

• Client script Which type of ServiceNow script runs on the web browser?

Target Table:

• Tables within the global scope allowed write access to Other applications tables within the existing application scope

Definitions:

• Conditional Expressions Roles Script that sets the answer variable to true or false On Access Control Definitions what are ways you can set the permissions on a Table

Data Into ServiceNow Tables

• Import Set tool is used to import data from various data sources, and map that data into ServiceNow tables?

By Default:

• policies are applied to all data entered into the platform (Ul, Import Sets. or Web Services). where does this policy run by default?

The ServiceNow Instance:

• you find the option to Impersonate User? The User Menu option is on what part of the ServiceNow instance

Incident and task

• table is extended from Task table you describe the relationship between the Incident and Task table?

A Flow Run

• What flow components allow you to specify when a flow should be run Trigger and Condition

What feature

• helpsto automatically allocate a critical. Assignment Rule is ahigh-priority, service request to the appropriate assignment group or team member Assignment Rule

The Report:

• Data section is used to specify the name of the report, and the table or data source for the report?

Button?

• Click All > System Properties to the "Save" button from Appears

Ensured Data

• What features ensure data consistency while importing data using import sets and web services? Data Policy

Flow Designer

• What feature is initiated by: A Trigger in Flow Designer

Display Filter

• Breadcrumb is the name of the string that displays filter criteria?

Which system

• glide.sys.log_impersonation is added and set to true in order to see impersonation events in the System Log?

Knowledge

• Managementallows users to create categorize review. a centralized place important informationin

Rearrange

• columns on their My Work List. Where should you go to select and change the columns? Click Personalize List

Remove Items

• you are looking at a list of Active Incidents. You want to exclude Incidents with the state of Resolved. How might you do that?

Inherited

• roles can inherit permissions from other roles and can create Items and Services? The role and plus user_criteria_admin roles

Every table And Field:

• The dictionary Defines

Policy Setting

• Fields Hidden. Settings Fiels Read-Only Fields Manatoru

Client Side Type

• What type of Client side script Validate On Sub mit.

Which two records?

• A record of SC_req_item Table. A record OF SC Table.

What Action

• Is Personalize Window Options
• Select the appropriate column

How Would You

• All > Service Catalog > Open Records > Itemd

Where the Order have been Placed

Path Would You Take?

• The Form Context Menu>Configur=>

Settings To Select :

• Security Admin

Most Commonly

• System Administrator[ Admin]

Data Set

• Batch option Is Availuable.

Want To See The Results ?

• You Would Click Run

Framework:

• Predictive Intelligence is a Framework
• automatically Populate Values Of Category And Field With Short Values

Framework To Service Now App

• Is Atomated Test