ServiceNow Product Overview and Table Structure
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Questions and Answers

Which application is primarily used to load data into ServiceNow?

  • Import Hub
  • System Import Sets (correct)
  • Data Import Configuration
  • Import Management

    • What can you do to identify which modules are visible to a user on the application navigator?

  • Impersonate the user
  • Look up their password to login with their account
  • Inquire through a Connect Chat session (correct)
  • Launch a NowChat window

    • What field is used to uniquely identify records during data imports?

  • Match Fields
  • Coalesce Fields (correct)
  • Key Fields
  • Sys IDs

    • Which tab would you use to determine who can read articles in a knowledge base?

    <p>Can Read</p> Signup and view all the answers

    What are the key components of the Form Design interface?

    <p>Field Layout, Form Layout, Field Navigator</p> Signup and view all the answers

    What is the primary method to create a Service Catalog option for users to report issues?

    <p>Create Catalog Item</p> Signup and view all the answers

    What tool provides a graphical display of relationships between configuration items (CIs)?

    <p>Dependency View</p> Signup and view all the answers

    What activities are included in the round-trips between the client and the server?

    <p>Request + Response</p> Signup and view all the answers

    What defines a Role within a system?

    <p>A set of access control rules</p> Signup and view all the answers

    Which tables are considered Core tables in the ServiceNow platform?

    <p>User, Task, Incident</p> Signup and view all the answers

    What could be a cause of a blank page appearing when a user clicks Create New in the Inventory application?

    <p>User session has timed out</p> Signup and view all the answers

    Which resource is utilized to view details of tables and configuration items associated with a specific use case?

    <p>Common Service Data Model (CSDM) product view</p> Signup and view all the answers

    What can be said about the relationship between a Requested Item and its components?

    <p>One Requested Item can have many Approvals</p> Signup and view all the answers

    Which of the following options characterize the When setting in a Business Rule?

    <p>Determines the timing of the rule's execution</p> Signup and view all the answers

    What capability should be recommended to a manager wanting to view a snapshot of sales performance data over time and forecasted into the future?

    <p>Performance Analytics</p> Signup and view all the answers

    Which combination of Data Sources can be imported into ServiceNow?

    <p>Local Sources, DataHub, JDBC Connection, LDAP Connection</p> Signup and view all the answers

    What governs the process of publishing and retiring knowledge articles?

    <p>Workflows</p> Signup and view all the answers

    Which type of query allows filtering of list data using natural language instead of the condition builder?

    <p>Natural Language Query</p> Signup and view all the answers

    Which elements constitute a filter condition?

    <p>Operator, Match Criteria, Value, Column</p> Signup and view all the answers

    What is the correct procedure to return to your user account after impersonating another user?

    <p>Log out of the system and log back in</p> Signup and view all the answers

    From the Service Catalog, what examples illustrate One to Many relationships in tables? (Select all that apply)

    <p>One Request can have many Requested Items</p> Signup and view all the answers

    What defines a table relationship that allows visibility from both sides?

    <p>Many to Many</p> Signup and view all the answers

    What is referred to as the three-bar icon in a Form header?

    <p>Hamburger icon</p> Signup and view all the answers

    What function is used to add interactive elements like buttons and links to forms?

    <p>UI Actions</p> Signup and view all the answers

    Which ServiceNow products can be used to discover and populate the CMDB?

    <p>IntegrationHub ETL</p> Signup and view all the answers

    What is the purpose of the Mapping Assist during the Load Data and Transform Map process?

    <p>Mapping fields using a Field Map</p> Signup and view all the answers

    In what order should filter elements be specified in ServiceNow?

    <p>Field, Operator, then Value</p> Signup and view all the answers

    Which statement accurately describes the contents of the Configuration Management Database (CMDB)?

    <p>The CMDB contains data about tangible and intangible business assets</p> Signup and view all the answers

    Which statement about business rules is correct?

    <p>A business rule can be a piece of Javascript</p> Signup and view all the answers

    Which types of client scripts are supported in ServiceNow?

    <p>onSubmit, onUpdate, onChange, onSave</p> Signup and view all the answers

    What describes a core characteristic of Base Tables in ServiceNow?

    <p>Base Tables may be extended by other tables</p> Signup and view all the answers

    What is the main function of an Order Guide?

    <p>Order Guides restrict the number of items in an order</p> Signup and view all the answers

    Which component is responsible for initiating a flow when a record is modified?

    <p>Updated-date trigger</p> Signup and view all the answers

    What policy should be implemented to ensure that incident numbers are read only across all forms and lists?

    <p>UI Policy</p> Signup and view all the answers

    Which user persona is best characterized by having specific workflows and multiple roles within the platform?

    <p>Approving Manager</p> Signup and view all the answers

    How would you handle the requirement for two departments to manage event room setup services with separate service catalogs?

    <p>Create a singular Catalog Item published to the Parent Catalog.</p> Signup and view all the answers

    Which option is best for creating automation in business processes such as approvals and notifications?

    <p>Process Automation &gt; Flow Designer</p> Signup and view all the answers

    For ensuring a mandatory field requirement on record insertion, which policy should be chosen?

    <p>UI Data Policy</p> Signup and view all the answers

    What type of user is most likely to manage and fulfill requests within the IT service management framework?

    <p>ITSM User</p> Signup and view all the answers

    Which trigger is specifically designed to activate flows based on date parameters?

    <p>Date-based trigger</p> Signup and view all the answers

    Study Notes

    ServiceNow Product Overview

    • Discovery and IntegrationHub ETL are two core products for discovering and populating the CMDB.
    • Configuration Management Database (CMDB) holds data on both tangible and intangible business assets, critical for IT asset management.

    Data Mapping and Transformation

    • The Mapping Assist in the Load Data and Transform Map process is used for mapping fields through a Field Map.
    • Match Fields serve as unique keys during data imports, ensuring accurate record identification.

    Business Rules and Client Scripts

    • A business rule can be a piece of JavaScript and is crucial for execution upon database action.
    • Supported client scripts include: onSubmit, onCellEdit, onLoad, and onChange.

    ServiceNow Table Structure

    • Base Tables can be extended by other tables but do not extend further tables.
    • Core tables in ServiceNow include User, Task, and Incident, fundamental to the platform's operations.

    Service Catalog and User Access

    • Order Guides facilitate guided ordering, not restricting items per request.
    • User access to knowledge bases is controlled via User Criteria, ensuring appropriate access levels.

    Key Components and Interfaces

    • Form Design interface includes Field Navigator, Page Header, and Form Layout, vital for UI customization.
    • The Schema Map visually represents configuration item relationships within the CMDB.

    Importing Data

    • Data can be imported from various sources such as Local Sources (XML, CSV), DataHub, JDBC, and LDAP Connections.
    • The System Import Sets application facilitates data loading into ServiceNow.

    Filtering and Querying

    • Natural Language Query allows filtering of list data using common words instead of structured conditions.
    • Filter conditions consist of the components: Operator, Value, and Field.

    User Interaction and Interface

    • To test user permissions, impersonation is used, with a simple option to return to the original user account.
    • The three-bar icon in the form header is known as the Additional Actions or Context Menu.

    Process Automation and Workflows

    • Flow Designer is the module used to create and automate business logic, including approvals and notifications.
    • The record-based trigger is essential for actions following record creation or updates.

    Data Quality Management

    • UI Policies are used to enforce data quality measures such as making certain fields mandatory or read-only for users.

    Service Catalog Items

    • A single Catalog Item can be published across multiple catalogs (e.g., HR and Facilities) to streamline service requests while maintaining departmental uniqueness.

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    Description

    This quiz covers essential aspects of ServiceNow, including its core products like Discovery and IntegrationHub ETL, the structure of the Configuration Management Database (CMDB), and the functionality of business rules and client scripts. Understand how data is mapped and transformed within the platform to ensure accurate asset management.

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