Cards.pdf

Column1 Column2 Who is the founder of ServiceNow? Fred Luddy [LD1: Platform Overview and Navigation] Who is the current CEO of ServiceNow? Bill McDermott [LD1: Platform Overview and Navigation] ServiceNow Platform is in aPaaS. What does this Application Platform–as–a–Service. stand for and what does it mean? Means that the application is hosted in the Cloud [LD1: Platform Overview and Navigation] and companies don’t need to manage equipment necessary to host these applications. What are the 4 base workflows available within the 1. IT Workﬂows ServiceNow platform to choose from? 2. Employee Workﬂows 3. Customer Workﬂows 4. Creator Workflows [LD1: Platform Overview and Navigation] What are the 4 interfaces you can interact with and 1. The Next Experience (Uniﬁed Navigation) experience within the ServiceNow platform? 2. Now Mobile App 3. Service Portal 4. Employee Center [LD1: Platform Overview and Navigation] There are 5 key areas that comprise the Modernized – Customer Experience– Technology Excellence Work Experience. What are they? – Employee Experience – Operating Excellence [LD1: Platform Overview and Navigation] – Build and Automate Modernized Work Experience – what are the 2 – CSM (Customer Service Management) modules that comprise Customer Experience? – FSM (Field Service Management) [LD1: Platform Overview and Navigation] Modernized Work Experience – what are the 4 – ITSM (IT Service Management) modules that comprise Technology Excellence? – ITOM (IT Operations Management) [LD1: Platform Overview and Navigation] – Security Operations – IT Asset Management Modernized Work Experience – what are the 4 – HR Service Delivery modules that comprise Employee Experience? – Workplace Service Delivery [LD1: Platform Overview and Navigation] – Safe Workplace Suite – Employee Center Portal Modernized Work Experience – what are the 3 – Global Business Services modules that comprise Operating Excellence? – Strategic Portfolio Management [LD1: Platform Overview and Navigation] – Legal Service Delivery Modernized Work Experience – what are the 4 – App Engine modules that comprise Build and Automate? – Automation Engine [LD1: Platform Overview and Navigation] – Flow Designer – Guided App Creator There are 5 highlighted benefits to using – Configurable web–based interface– Single system ServiceNow. Provide 3. of record – Single data model allows sharing between [LD1: Platform Overview and Navigation] apps/departments – Integration with other enterprise systems / plug–and–play – Custom Applications What is this element of the interface called? https://images.cram.com/images/upload- flashcard/59/66/65/38596665_m.png [LD1: Platform Overview and Navigation] What are the 5 main tabs on the top left of the All Uniﬁed Navigation Header? Favorites History (assume all modules are un–pinned and logged in Workspaces as system administrator) Admin [LD1: Platform Overview and Navigation] Whare are the 5 main elements on the top right of Application Scope picker (Globe) the Unified Navigation Header to the right of the Sidebar (optional) global search? Show Help Notiﬁcations User Menu (assume logged in as system administrator) [LD1: Platform Overview and Navigation] There are many common ways to interact with the – Workspace– List ServiceNow platform. Provide 3. – Form – Dashboard [LD1: Platform Overview and Navigation] – Knowledge Base – Service Catalog What is the name of the bubble" in the center of the navigation header whose purpose is to remind you where you are inside the platform? [LD1: Platform Overview and Navigation] " Contextual app pill Under the User Preferences menu, what 3 global – Display preference types can you customize? [LD1: Platform Overview and Navigation] – Accessibility – Notifications What roles are required to impersonate other admin" users? [LD1: Platform Overview and Navigation] impersonator" Which 3 areas can you not access when you impersonate a user with an application–specific admin role? [LD1: Platform Overview and Navigation] " – Security incidents – Proﬁle information including password changes – Filter navigator access is restricted Which 3 roles are recommended to create logins for admin" – to do work testing purposes? [LD1: Platform Overview and Navigation] itil (process user) – to test as a process user ess (employee self service) – to test as end user" What is the system property required to be added glide.sys.log_impersonation and set to true to see impersonation events in the System Log? [LD1: Platform Overview and Navigation] Admins can choose to Elevate role. What role does security_admin" this elevate to and why would you use this feature? [LD1: Platform Overview and Navigation] allows users to modify ACL (access control lists) workplace_admin may be an option as well." https://images.cram.com/images/upload- flashcard/74/74/60/38747460_m.png Why would the user menu look like this? https://images.cram.com/images/upload- flashcard/74/73/86/38747386_m.png (encircled red with a red up arrow) [LD1: Platform Overview and Navigation] Why would the user menu look like this? https://images.cram.com/images/upload- flashcard/74/74/65/38747465_m.png (encircled red with a white eye) [LD1: Platform Overview and Navigation] What is the Service Operations Workspace used – Uniﬁed experience for multiple ITSM workﬂows for? – Task records for Incidents, Requests, Walk–ups, Calls, etc. [LD1: Platform Overview and Navigation] What do these 5 icons represent on the right panel https://images.cram.com/images/upload- support tools of a Service Operations Workspace flashcard/76/47/83/38764783_m.png for an Incident record? [LD1: Platform Overview and Navigation] What is the Employee Center? Unified portal provides a centralized experience for internal employees [LD1: Platform Overview and Navigation] What path in the All Menu allows you to launch the All > Self–Service > Employee Center Employee Center? [LD1: Platform Overview and Navigation] Can employees make requests directly from the Yes. Employee Center? Employees can make requests by selecting the [LD1: Platform Overview and Navigation] relevant knowledge base article pertaining to their problem. Name 3 of the many benefits of the Employee – Access to information and services across all Center. departments – Can be accessed through any type of device [LD1: Platform Overview and Navigation] – Best–in–class home page and widgets – Content discovery – AI search – News and Events What path in the All Menu allows you to create a All > Incident > Create New new Incident? [LD1: Platform Overview and Navigation] Which 2 ﬁelds are mandatory for Incident creation? – Caller – Short Description [LD1: Platform Overview and Navigation] What path in the All Menu allows you to see your All > Service Desk > My Groups Work group’s work? [LD1: Platform Overview and Navigation] Complete this sentence: “Everything in ServiceNow ___ a record in a table. is ______”. [LD1: Platform Overview and Navigation] Name 3 common types of ﬁelds found in Forms. – Choice – Date/Time [LD1: Platform Overview and Navigation] – List – Reference – String – True/False Describe the difference between Work Notes and Work Notes: document internal notes, not visible Additional Comments in a Form view. externally Additional Comments: visible to customers [LD1: Platform Overview and Navigation] Define the difference between these 3 actions: Save: saves the record and remains there Save (via right–click header), Update or Submit. Update: saves the record and returns to previous page [LD1: Platform Overview and Navigation] Submit: saves a new record and returns to previous page What is a baseline implementation? baseline implementation: a set of installed applications on an instance prior to config or customization. [LD2: Instance Configuration] What is an instance and what are the 3 typical instance: copy of ServiceNow environment specific environments for this? to customer [LD2: Instance Configuration] 1. Production 2. Non–Prod 3. Development ServiceNow utilizes an advanced, multi–instance, single–tenant: each instance features an isolated single–tenant architecture by default. database containing data, applications and customizations What does single–tenant mean? [LD2: Instance Configuration] Describe the difference between configuration and configuration: most of what an admin can do customization. without code [LD2: Instance Configuration] customization: performed when a customer requires additional functionality / features not pre–existing in the platform What path in the All Menu allows you to customize All > System Properties > My Company your company image and colors? [LD2: Instance Configuration] What path in the All Menu allows you to manage the All > User Administration > Companies or Companies list? All > Organization > Companies [LD2: Instance Configuration] What is the system property required to be glide.ui.polaris.dark_themes_enabled activated and set to true to implement the dark theme? [LD2: Instance Configuration] What path in the All Menu allows you to customize All > System Properties > System system properties? [LD2: Instance Configuration] Applications are installed in application scopes. application scope: protects applications by Deﬁne what this is. restricting access to the application’s files/data from other applications/services. [LD2: Instance Configuration] What path in the All Menu allows you to bring up the All > System Applications > All Available Application Manager? Applications > All [LD2: Instance Configuration] What path in the All Menu brings up the Plugins All > System Definition > Plugins module? [LD2: Instance Configuration] What 2 checks should you perform before installing 1. The role required to activate the plugin a new Plugin? 2. The related plugins that will be installed or activated [LD2: Instance Configuration] If you cannot find a certain plugin, what other Check the ServiceNow Store. options are available? Failing that, submit a request to ServiceNow. [LD2: Instance Configuration] What are the 5 Role (Persona) types available in the https://images.cram.com/images/upload- platform? flashcard/59/70/14/38597014_m.png [LD2: Instance Configuration] The System Administrator role has almost all roles 1. HR with 2 exceptions. What are they? 2. Security Operations [LD2: Instance Configuration] Why would you grant a specialized administrator Granted to a user who is accountable for managing role? speciﬁc functions or applications. (ex. HR, Knowledge Base) [LD2: Instance Configuration] Why would you grant a process user role? Granted to a user who has clearly defined paths and workflows in the platform and have one or more roles, including itil and approver_user. [LD2: Instance Configuration] (ex. Incident, Change Management) Why would you grant an approver_user role? Granted to a user who has the ability to view/modify approval records, but no other roles.(does not include itil). [LD2: Instance Configuration] Why would you grant a requester user role? Granted to users who do not have roles but can submit and manage their own requests [LD2: Instance Configuration] (ex. Employee Self Service) What path in the All Menu brings up Users, Groups – All > User Administration > Users– All > User or Roles administration modules? Administration > Groups – All > User Administration > Roles [LD2: Instance Configuration] – All > System Security > Users and Groups > Users (or) Groups (or) Roles Users are represented by a record on the ______ User [sys_user] table. [LD2: Instance Configuration] Groups are represented by a record on the ______ Group [sys_user_group] table. [LD2: Instance Configuration] Roles are represented by a record that exists on the Role [sys_user_role] ____________ table. Define a role. role: collection of permissions defining user access to applications and what actions they can take. [LD2: Instance Configuration] Best practice: rather than adding roles to individual Create a group matching the required role and users, what should you do? assign the role to the group. Then add the user to the group. [LD2: Instance Configuration] True/False: Applying a role to a user will apply that True role's permissions as well as the permissions of any role's contained within. (ex. catalog_admin contains both user_criteria_admin and catalog roles; all 3 sets of [LD2: Instance Configuration] permissions would be applied when adding catalog_admin.) A list displays a set of records from a table. What row: one record does a row and column represent? column: one field [LD3: Configuring Applications for Collaboration] Identify these features of the List interface. https://images.cram.com/images/upload- flashcard/59/68/65/38596865_m.png [LD3: Configuring Applications for Collaboration] How do you create a Tag from a List view? right–click on a field and choose Assign Tag. [LD3: Configuring Applications for Collaboration] Provide the 3 List Context (or Control) menus, 1. List Controls Menu sometimes referred to as Additional Actions. 2. Column Options Menu [LD3: Configuring Applications for Collaboration] 3. Record Context Menu What are the 3 components that make up a filter 1. Field condition? 2. Operator [LD3: Configuring Applications for Collaboration] 3. Value What are the 4 possible quick–edit functions 1. Assign to me available to edit records with a right–click on a field 2. Assign tag in a List (classic)? 3. Approve (approval records) 4. Reject (approval records) [LD3: Configuring Applications for Collaboration] What does a list view deﬁne? A version of the list that defines the fields that appear and in which order. [LD3: Configuring Applications for Collaboration] What are the default sort controls for a list if none – the order ﬁeld (if present) already exist or are pre–deﬁned? – the number ﬁeld (if present) [LD3: Configuring Applications for Collaboration] – the name ﬁeld (if present) – the field specified as the display field on the table What role is required to add, remove, or change the personalize_list"" order of columns in a list for all users (not including admin)? [LD3: Configuring Applications for Collaboration] How do you bring up conﬁguration for a List Layout? 1. Ensure you are in the correct view. [LD3: Configuring Applications for Collaboration] 2. Click any column options menu (or right–click column) 3. Select Configure > List Layout What path in the All Menu allows you to view/edit All > System Definition > Application Menus Modules for Applications? [LD3: Configuring Applications for Collaboration] In a List, what is the gear icon called in the list https://images.cram.com/images/upload- column header? What does it allow the user to do? flashcard/59/71/84/38597184_m.png [LD3: Configuring Applications for Collaboration] When creating a new Module what are the 2 tabs Visibility: set a list of roles who will see this module that need to be populated and what do they do? on their menu [LD3: Configuring Applications for Collaboration] *Link Type: set type of link and associated settings (ex. for “List of Records” link type, you can set table name/view and filter) What are the 3 context menus available in a Grab Icon: allows you to drag/drop columns to Workspace List and what do they do? reorder them (Move Column) [LD3: Configuring Applications for Collaboration] More Options Menu: group records that have the same values in a column (Filter Column) More UI Actions icon: filter out records based on field values (Show Matching/Filter Out) How do you configure a list layout from within Click any column options menu and select Classic view? Configure > List Layout [LD3: Configuring Applications for Collaboration] What are these 3 options available for viewing Lists https://images.cram.com/images/upload- in Workspace view? flashcard/75/46/88/38754688_m.png How do you edit data directly within a Workspace? 1. Click the Open Preview icon. 2. Revise fields and click Update. [LD3: Configuring Applications for Collaboration] What system property may need to be enabled to glide.lists.inline_editing_enabled allow double–clicking to in–line edit a field within a Workspace List? [LD3: Configuring Applications for Collaboration] Complete this sentence. Category / UX Lists An Application/Module list in Classic view is equivalent to a _______ list in a Workspace. [LD3: Configuring Applications for Collaboration] What module under the Now Experience UI Builder Framework application will allow you to build new Categories and UX Lists? [LD3: Configuring Applications for Collaboration] What are the 3 high–level steps to building a new 1. Conﬁgure List Category Category and UX List in UI Builder? 2. Conﬁgure UX List and add to Category [LD3: Configuring Applications for Collaboration] 3. Make List Visible What needs to happen to make a UX List visible? 1. Establish Audience [LD3: Configuring Applications for Collaboration] 2. Establish List Applicability 3. Link Audience to List Applicability What setting should you double–check is accurate Ensure the Application Scope is set appropriately or before accessing UI Builder? you will not be able to edit/create new UX Lists. [LD3: Configuring Applications for Collaboration] What does a form do? Displays information from a single record on a table. [LD3: Configuring Applications for Collaboration] Identify these features of the Form interface in https://images.cram.com/images/upload- Classic view. flashcard/59/68/60/38596860_m.png [LD3: Configuring Applications for Collaboration] Before configuring a form select the appropriate View _____ ﬁrst. [LD3: Configuring Applications for Collaboration] What are the 2 methods available to configure a 1. Form Layout form? 2. Form Design [LD3: Configuring Applications for Collaboration] Complete this sentence using Form Design" and "Form Layout": While you can use the dot–walking feature when using _________, you cannot dot–walk to a field when using ________. [LD3: Configuring Applications for Collaboration] " While you can use the dot–walking feature when using Form Layout, you cannot dot–walk to a field when using Form Design. How do you edit Related Lists on a Form? Configure > Related Lists [LD3: Configuring Applications for Collaboration] How do you personalize a form in Workspace view? Click the jump to navigation icon and select Personalize Form. [LD3: Configuring Applications for Collaboration] Check/Uncheck fields as required and click Update Form. How do you disable the ability for users to Update the system property Personalize a Form? glide.ui.personalize_form.role and set the Value to admin. [LD3: Configuring Applications for Collaboration] What setting should you double–check is accurate Ensure the Application Scope is set appropriately or before accessing Form Design in a Workspace? you will only be able to view and not edit the form. [LD3: Configuring Applications for Collaboration] The form will turn pink. What are the 3 main components of Form Design? 1. Page Header: select table and view Deﬁne them. 2. Field Navigator: displays fields, field types and [LD3: Configuring Applications for Collaboration] allows you to ﬁlter (w/formatters) 3. Form Layout: graphic representation of the fields, sections and other form elements What is a formatter? A form element used to display information that is not a ﬁeld in a record. [LD3: Configuring Applications for Collaboration] (ex. Activity Stream, Breadcrumbs) How do you add an item to a Choice List on a form? Right–click on a choice field label and choose Conﬁgure Choices. [LD3: Configuring Applications for Collaboration] Enter the new item at the bottom, click Add and then Save. What is the difference between Show Choice List Show Choice List: displays all Choices available for and Configure Choices on the choice label context the chosen field across all tables of the same type menu? (ex. Task) [LD3: Configuring Applications for Collaboration] Configure Choices: allows you to add/modify choices only for the specific table How do you add an item to a reference list on a Click the lookup icon (magnifying glass) to bring up Form? the reference list and then click New. [LD3: Configuring Applications for Collaboration] Deﬁne what a VTB is. VTB: Visual Task Board What are the 2 types of VTBs available and define what each one does. 1. Freeform: use as a personal organizer, completely customizable [LD3: Configuring Applications for Collaboration] 2. Data–driven: tied to data, cannot change titles on lanes What are the 4 different sections within a VTB and Taskboard Tools – filter tasks, VTB info, add/view what do they do? members, add or filter labels, show activity stream and conﬁg Quick Panel – active participants or assignees Lanes – categories Cards – task records What path in the All Menu allows you to view/edit All > Reports > View/Run Reports? [LD3: Configuring Applications for Collaboration] What are the 4 Report Visibility Controls available 1. My Reports within the Reports > View/Run module? 2. Group 3. Global 4. All [LD3: Configuring Applications for Collaboration] What are the 4 sections in the Report Designer and 1. Data: name the report and select source what do they allow you to conﬁgure? type/source 2. Type: choose the type of report (Pie, Bar, etc.) 3. Conﬁgure: grouping options/data calculations [LD3: Configuring Applications for Collaboration] 4. Style: adjust look of the report (colors/legend) There are 5 options available in the Sharing menu Share: specifies who can see the report when building a report. Provide 3. (me/users/groups) Schedule: create a scheduled email with report attached [LD3: Configuring Applications for Collaboration] Add to Dashboard: add report to a dashboard (choose tab) Export to PDF: converts report to PDF format Publish: creates a URL for the report For a Report, which Save option allows you to save Insert and Stay a duplicate copy of the report and still remain on the report? [LD3: Configuring Applications for Collaboration] Which system property must be set to true in order glide.report.published_reports.enabled to see the Publish option in the Report Sharing menu? [LD3: Configuring Applications for Collaboration] What are the 3 available options for Viewable By 1. Me ﬁeld within a Tag? 2. Groups and Users 3. Everyone* [LD3: Configuring Applications for Collaboration] * requires admin or tags_admin role. Which module provides performance information Performance Analytics iteratively, over time? [LD3: Configuring Applications for Collaboration] What path in the All Menu allows you to view All > Self–Service > Dashboards Dashboards? [LD3: Configuring Applications for Collaboration] How can you find the share link for Interactive Click the Filter Info icon, and copy the link from the Analysis for a report? Share field. [LD3: Configuring Applications for Collaboration] Why would we implement a Form Template and Form template: allows for form fields to be how do we access it from within a form? populated automatically, simplifying creating a new record. [LD3: Configuring Applications for Collaboration] It can be accessed by clicking on the More Options icon from the form header and then Toggle Template Bar. What role should be added to allow a user to create template_editor_group form templates and share them with groups and users? [LD3: Configuring Applications for Collaboration] Why should form template creation be restricted to Creates a potential security risk. select groups? Templates can be used to bypass processes like [LD3: Configuring Applications for Collaboration] mandatory fields, UI policies, etc. which can corrupt data and break workflows. What path in the All Menu allows you to create and Email Client > Email Client Templates manage email client templates? [LD3: Configuring Applications for Collaboration] Which role is required to create Quick Messages for email_client_quick_message_author users? [LD3: Configuring Applications for Collaboration] What path in the All Menu allows you to view/edit All > Email Client > Quick Messages Quick Messages? [LD3: Configuring Applications for Collaboration] What is the standard syntax to reference field {table_name.variable_name} values within a Quick Message? [LD3: Configuring Applications for Collaboration] What path in the All Menu allows you to view/create All > System Notification > Email > Notifications Notiﬁcations? [LD3: Configuring Applications for Collaboration] What path in the All Menu allows you to view Email All > System Policy > Email > Layouts Layouts and what do they do? Email layouts allow you to specify HTML content for [LD3: Configuring Applications for Collaboration] the body of Email templates. (ex. color, theme, images, etc.) What path in the All Menu allows you to view Email All > System Notiﬁcation > Email > Templates Templates and what do they do? Email templates allow you create the subject and [LD3: Configuring Applications for Collaboration] body of an email message. (ex. HTML/text, images, variables, etc.) When setting up a Notification what are the 3 tabs 1. When to Send that need to be conﬁgured? 2. Who will receive [LD3: Configuring Applications for Collaboration] 3. What it will contain What is the benefit of the watermark label at the This allows the platform to match incoming email to bottom of each Notiﬁcation email? existing records. [LD3: Configuring Applications for Collaboration] If watermarks are omitted, inbound actions may not work properly. What is the default length of a Watermark label 31 characters: used in a notiﬁcation? 3 – customizable preﬁx [LD3: Configuring Applications for Collaboration] 7 – source record identiﬁer 21 – underscore and random 20–char string What is the Sidebar module used for? Opens a real–time collaboration and discussion pertaining to a task–based or interaction–based record with other users. [LD3: Configuring Applications for Collaboration] What is the Integration Hub used for? Integration Hub: offers several pre–built sets of integration actions to interact with common third–party applications What are the integration actions referred to as? integration actions are referred to as spokes [LD3: Configuring Applications for Collaboration] What does the Automation Center do? Automation Center: allows you to discover, prioritize and manage automation requests in your instance, all in one place. See image for benefits. Provide 3 beneﬁts the application provides. [LD3: Configuring Applications for Collaboration] What does Predictive Intelligence do? Predictive Intelligence: uses machine–learning algorithms to set field values during record creation [LD3: Configuring Applications for Collaboration] In addition to admin, which role is required to ml_admin (machine learning admin) initiate the setup of Predictive Intelligence? [LD3: Configuring Applications for Collaboration] What 4 tools are available to aid in monitoring 1. Performance Dashboard performance and platform stability? 2. System Diagnostics (deprecated since San Diego [LD3: Configuring Applications for Collaboration] release) 3. HealthScan 4. Instance Scan What are the 6 functional areas the Performance 1. Asynchronous Message Bus (AMB) Dashboard provides performance data for? 2. Database 3. Instance View 4. MySQL Global Status [LD3: Configuring Applications for Collaboration] 5. ServiceNow Servlet 6. Slow Pattern What path in the All menu allows you to bring up All > Instance Scan Instance Scan? or [LD3: Configuring Applications for Collaboration] All > Instance Scan > Dashboard There are 4 types of Checks available in Instance 1. Table Check Scan. What are they? 2. Column Type Check [LD3: Configuring Applications for Collaboration] 3. Script Only Check 4. Linter Check What are IT Adoption Centers used for under the Provides a central hub for admins to discover Admin menu? platform capabilities and discover new applications. [LD3: Configuring Applications for Collaboration] Where should you look for Release Notes and docs.servicenow.com Upgrade information? [LD3: Configuring Applications for Collaboration] What module helps you plan and manage your Upgrade Center upgrades? [LD3: Configuring Applications for Collaboration] In regards to performing Updates, define the family: set of releases named after a major city (ex. following terms: Tokyo) – Family upgrading: act of moving to a release in a different – Upgrading family – Updating updating: act of moving from one patch/hotfix to [LD3: Configuring Applications for Collaboration] another within the same family What are the 7 high–level phases of an Upgrade? 1. Read release notes and plan upgrade 2. Prepare for the dev instance upgrade 3. Verify upgrade configurations and schedule the [LD3: Configuring Applications for Collaboration] dev instance upgrade in ServiceNow support 4. Upgrade and validate the dev instance 5. Upgrade and validate your other non–prod instances 6. Prepare to upgrade the prod instance 7. Upgrade the prod instance There are 5 portals available in the baseline 1. Employee Center (/esc) implementation. What are they? 2. Service Portal (/sp) 3. Knowledge Portal (/kb) 4. Change Advisory Board (CAB) Workbench (/cab) [LD4: Self–Service & Automation] 5. Instance Security Center (/isc) Which role, in addition to admin", allows a user to manage Knowledge Bases? [LD4: Self–Service & Automation] " knowledge_admin What path in the All Menu allows you to view All > Self–Service > Knowledge Knowledge Bases? or [LD4: Self–Service & Automation] All > Service Desk > Knowledge Which 3 methods are available to sort 1. Relevancy (most useful) documentation within a Knowledge Base? 2. Most recently updated 3. Number of views What path in the All Menu allows you to view All > Knowledge > Administration > Guided Setup Knowledge Management Guided Setup? All > Knowledge > Administration > Knowledge Base Similarly, what path in the All Menu allows you to administrate Knowledge Bases? [LD4: Self–Service & Automation] How many articles can be associated with a Articles: 1 Knowledge Base? How many categories can a Knowledge Base contain? Categories: Many [LD4: Self–Service & Automation] What do Knowledge Bases use to define which User Criteria users can create, read, write and retire articles? [LD4: Self–Service & Automation] User Criteria is applied at the Knowledge Base 1. canRead level. 2. cantRead 3. canContribute 4. cantContribute What 4 outcomes does User Criteria contain? [LD4: Self–Service & Automation] Which property should be changed to ensure only glide.knowman.block_access_with_no_user_criteri logged in users can access a Knowledge Base? a [LD4: Self–Service & Automation] What are the 6 base Workflows available in the 1. Approval Publish ServiceNow baseline instance provided in training? 2. Approval Retire 3. Instant Publish 4. Instant Retire [LD4: Self–Service & Automation] 5. Publish Knowledge 6. Retire Knowledge What are the 6 steps that provide a general 1. Create the KB (knowledge base) overview of how to setup a Knowledge Base and 2. Create a group to manage the KB approvals setup approval workflows through a group and User 3. Assign the [knowledge_manager] and Criteria? [approver_user] roles to the group 4. Update the Owner, Publish/Retire workflows and add the group under Can Contribute for KB 5. Create User Criteria 6. Apply User Criteria to Can Read for KB Which role, in addition to admin", allows a user to manage Service Catalogs? [LD4: Self–Service & Automation] " catalog_admin What path in the All Menu allows you to create or All > Service Catalog > Catalog Definitions > modify Catalog Items and variables? Maintain Items [LD4: Self–Service & Automation] What are Service Catalog variables? variables: provide options to tailor a catalog item to the customer’s needs, helping define the structure of the item form displayed. Provide 3 common types. – Multiple Choice – Select Box – Single Line Text [LD4: Self–Service & Automation] – Reference – CheckBox What path in the All Menu allows you to All > Service Catalog > Catalog Variables > Variable deﬁne/create Variable Sets? Sets Why would you use them? variable set: a container used to store a collection of variables which can be shared between catalog items. Saves time and avoids repetition creating [LD4: Self–Service & Automation] catalog items. What are the 5 major components of the Service 1. Items Catalog? 2. Variables 3. Variable Sets 4. Record Producers [LD4: Self–Service & Automation] 5. Flows What is a Record Producer within a Service Catalog A simplified form, allowing users to provide used for? information that is then translated into task–based records. [LD4: Self–Service & Automation] (ex. User submits a short form outlining a defect, which a Record Producer then turns into a Incident task assigned to the Hardware group) What is the best practice for Record Producers to Do not create Request Items with Record ensure that standard Service Catalog processes are Producers: followed? – Record Producers should only create Task–based [LD4: Self–Service & Automation] records. – Request Items should be created with Catalog Items. Why would you implement an Order Guide? Order Guides provide the ability to order multiple, related items as a single request. [LD4: Self–Service & Automation] For Service Catalog Items, identify the entities that – REQ# Request [sc_request] are created upon an order being placed, including preﬁxes and associated table names. – RITM# Requested Item [sc_req_item] [LD4: Self–Service & Automation] – SCTASK# Catalog Task [sc_task] Similar to Knowledge Bases, What does User Maintains Catalog security. Criteria do in relation to Service Catalog? User Criteria defines conditions that determine [LD4: Self–Service & Automation] which Users can access Service Catalog Items. What path in the All Menu allows you to access the All > Process Automation > Flow Designer Flow Designer? [LD4: Self–Service & Automation] Which roles may be required to work with Flow – ﬂow_designer Designer in various capacities? – ﬂow_operator [LD4: Self–Service & Automation] – action_designer What does a ﬂow consist of? A trigger and one or more actions. [LD4: Self–Service & Automation] Which 5 trigger types can be displayed in a Flow 1. Record triggers Diagram? 2. Data triggers 3. Inbound email 4. Service Catalog [LD4: Self–Service & Automation] 5. SLA Task Triggers instantiate the flow and can be Record–based: triggers after a record has been record–based, date–based or application–based. created or updated Date–based: triggers run at the specified date/time or scheduled intervals Deﬁne these. Application–based: triggers when application–specific conditions are met (application spoke is activated) [LD4: Self–Service & Automation] What are the 4 main components of a Flow? 1. Triggers 2. Conditions 3. Actions [LD4: Self–Service & Automation] 4. Data What is the Process Automation Designer used for? Enables owners to author cross–enterprise workﬂows and create a single uniﬁed process. [LD4: Self–Service & Automation] Connects multiple flows and actions into an end–to–end business workflow. What is the conversational platform called that Virtual Agent helps users obtain information, make decisions and perform common work tasks within a messaging interface? [LD4: Self–Service & Automation] Provide 3 things a Virtual Agent can access. 1. Knowledge Bases 2. Service Catalog 3. System records The ServiceNow infrastructure includes tables, Tables contain records and ﬁelds. Records contain Fields Put these in hierarchical order from largest to smallest. [LD5: Database Management] What path in the All Menu allows you to access the All > System Deﬁnition > Dictionary System Dictionary? What key function does this serve? This contains the definition for each and every table and field in the database. [LD5: Database Management] What is the name of the 32–character, globally sys_id unique ID, that is assigned to a record? [LD5: Database Management] What path in the All Menu allows you to alter the All > System Definition > Number Maintenance number format and preﬁxes used for records? [LD5: Database Management] Every ﬁeld in a record has 3 key attributes. 1. Label – user–friendly term (ex. “Last Name”) 2. Name – system–friendly term (ex. “last_name”) 3. Value – actual data (ex. “Hullah”) What are they? [LD5: Database Management] Fill in the blanks for this example to indicate the reference relationship using Caller" and "User". The ______ field on the Incident table is a reference to a record on the ______ table. [LD5: Database Management] " The Caller field on the Incident table is a reference to a record on the User table. There are 4 ways tables can be related to each 1. One–to–Many other. What are they? 2. Many–to–Many 3. Database Views 4. Extensions [LD5: Database Management] There are 3 One–to–Many" relationship fields that could exist in a table. Define them. [LD5: Database Management] " 1. Reference Fields: select one record from another table (ex. Incident.Caller –> User) 2. Glide List: select multiple records on a table defined by the glide list (ex. Incident.Watchlist –> User) 3. Document ID Fields: select a record on any table in an instance (ex. Document field on the Translated Text table) What path in the All Menu allows you to create or All > System Definition > Database Views modify Database Views? [LD5: Database Management] Complete this sentence. A table that extends another table is called a _____ class, and the table that it extends is called the _____ class." [LD5: Database Management] " A table that extends another table is called a child class, and the table that it extends is called the parent class."" What are the 3 table extension models supported in 1. Table per class the Now Platform? 2. Table per hierarchy 3. Table per partition [LD5: Database Management] What 3 attributes does an extension model 1. The number of database tables created determine? 2. The derivation of ﬁelds from parent classes 3. The replication of records from child classes [LD5: Database Management] Complete this sentence. A parent class that is not an extension of another table is called a _____ table. [LD5: Database Management] " base True/False: TRUE A table can be both a parent and child class both extending and providing extensions from other tables. [LD5: Database Management] What is the difference between a base table and a core: table that exists in the ServiceNow base core table? system, and can have both parent/child relationships (extended/extension) [LD5: Database Management] base: table that has no parent, but can have child relationships (extension) What 3 table types is the Task" table? [LD5: Database Management] " 1. core table – comes with ServiceNow base 2. base table – no parent 3. parent table – has children (Incident, Problem and Change Request) When creating a new custom table, what dictates whether the new table is prefixed with _x" or "_u"? [LD5: Database Management] " _x: table is being created in a scoped application _u: table is being created in an un–scope application (global) What provides a graphic representation of other Schema Map tables related to speciﬁc table? [LD5: Database Management] How do you access the Schema Map? 1. All > System Deﬁnition > Tables [LD5: Database Management] 2. Open the table, scroll down to Related Links 3. Select Show Schema Map. ServiceNow provides 3 levels of security before an 1. User Authentication / Login (ex. users, groups, end user has the capability to perform CRUD roles) operations on a table. What are they? 2. Application and Modules Access (ex. roles conﬁgured at Application and Module level) 3. Database Access (globally defined system [LD5: Database Management] properties as well as table/field level access controls Where in the All Menu path are the 3 security 1. All > System Properties > Security modules typically used by the System Administrator? 2. All > System Security > Access Control (ACL) [LD5: Database Management] 3. All > System Security > High Security Settings What is an access control? access control: security rule defined to restrict the permissions of a user from viewing and interacting with data At what 2 levels can it be set? 1. access to the record (row) [LD5: Database Management] 2. access to the column (field) What does the Access Control List (ACL) do? This module contains an instance's Access Control Rules. [LD5: Database Management] Which 3 items deﬁne the access control rule? 1. Operation: valid action the system can take (CRUD) [LD5: Database Management] 2. the object being secured (table/table & ﬁeld) 3. the permissions required to access the object (ex. roles, conditional expressions, scripts) What is the shortcut in the Filter Navigator to bring Using the Filter Navigator, type: up the Access Controls associated with a specific.conﬁg table? and select Access Controls tab [LD5: Database Management] When a custom table is created, what 4 rules does 1. create access control rule the system automatically generate? 2. delete access control rule 3. read access control rule 4. write access control rule What other system element is created as well? A role is also created by default and associated with [LD5: Database Management] the access control rules What 3 Access Control Rule deﬁnitions exist? Provide the house" analogy given in the training for these 3 rules. [LD5: Database Management] " 1. table.––None–– (whole house) 2. table.ﬁeld (speciﬁc room in the house) 3. table.* (all other rooms not defined by a house.field rule Best Practice – ﬁll in the blanks: – When creating.* Access Controls also create a – When creating.* Access Controls also create a None Access Control, because only None grants _____ Access Control, because only _____ grants access to records. access to records. – When writing an ACL that mostly grants access, us only None. – When writing an ACL that mostly grants access, – When writing an ACL that mostly denies access, use only _____. use None and.* – When writing an ACL that mostly denies access, use _____ and _____. [LD5: Database Management] When a session requests data, the system 1. Match the object against the table (most specific performs 2 checks for matching access control to most general) rules. 2. Match the object against the field (most specific What are they and in which order are they to most general) performed? [LD5: Database Management] Fill in the blanks with (table / ﬁeld): If a user fails a table access control rule, the user is denied access to all fields in the table, even if the user would pass a field ACL rule. If a user fails a _____ access control rule, the user is denied access to all fields in the table, even if the user would pass a _____ ACL rule. [LD5: Database Management] Deﬁne what an import set is. import set: tool used to import data from various sources and map their data into ServiceNow tables. [LD5: Database Management] What role, other then admin, allows a user to import_admin manage all aspects of Import Sets? [LD5: Database Management] Define what a data source is with regards to Import data source: records in ServiceNow that contain Sets. Provide 3 examples. information regarding an Import Set [LD5: Database Management] (ex. XML, CSV, Excel, LDAP, JDBC, HTTP/FTP) Define what an import table is with regards to import table: acts as a staging area for records Import Sets. imported from the data source. [LD5: Database Management] Define what a transform map does with regards to transform map: mapping guide for for moving Import Sets. import data from Import Set (staging) tables to Target" tables." [LD5: Database Management] Put these 4 steps in order of how they occur for handling Import Sets and importing data: target" table, import table, transform map and data sources [LD5: Database Management] 1. Data sources –> 2. Import Table –> 3. Transform map –> 4. "Target Table"" https://images.cram.com/images/upload- flashcard/61/10/48/38611048_m.png What is the difference between the Automatic Automatic Mapping Utility: simplest mapping Mapping Utility and the Mapping Assist Utility when method where all the field names of the Import Set working with Import Sets? match the name of the ﬁelds on the Target table [LD5: Database Management] Mapping Assist Utility: provides a visually intuitive environment for specifying mapping between Import Set fields and Target table fields What does it mean to designate a coalesce field A coalesced field will act as a unique key during during a data import? data imports which will update over existing data as opposed to creating new records. [LD5: Database Management] There are 3 possible configurations you can use to 1. Single–ﬁeld coalesce data in Import Sets. What are they? 2. Multiple–ﬁeld [LD5: Database Management] 3. Conditional (using a script to return the sys_id of the target table record What path in the All menu allows you to access All > System Import Sets > Load Data System Import Sets? [LD5: Database Management] What path in the All menu allows you to create a All > System Import Sets > Create Transform Map Transform Map? [LD5: Database Management] What path in the All menu allows you to view/add All > System Import Sets > Administration > Transform Maps? Transform Maps [LD5: Database Management] What path in the All menu allows you to clean up All > System Import Sets > Import Set Tables > Import Set Tables? Cleanup [LD5: Database Management] Deﬁne what CMDB means as an acronym. CMDB – Conﬁguration Management DataBase What is the CMDB used for? – series of tables and fields that contain all of the Configuration Items (CIs) controlled by the company. [LD5: Database Management] What are the 3 key system tables related to CMDB? 1. cmdb2. cmdb_ci 3. cmdb_rel_ci [LD5: Database Management] What path in the All menu brings up the CI Class All > Configuration > CI Class Manager Manager tool? [LD5: Database Management] Which 3 attribute tabs are provided when viewing a 1. All select CI in the CI Class Manager? 2. Derived 3. Added [LD5: Database Management] Deﬁne what CSDM means as an acronym. CSDM – Common Service Data Model What is the CSDM used for? The CSDM is a CDMB–based framework that identifies where to place data for the products that you are using. [LD5: Database Management] ServiceNow uses what type of simple scripting JavaScript language for both server and client–side scripting? [LD6: Data Migration and Integration] Complete this sentence. Client scripts run on the user's web browser and Server scripts run on the server (which includes the ServiceNow database). _______ scripts run on the user's web browser and _____ scripts run on the server (which includes the ServiceNow database). [LD6: Data Migration and Integration] Put these items in order to show the path taken Web Browser ––> Internet ––> Application Server from the client to the ServiceNow Database on the ––> ServiceNow Database server. Internet, ServiceNow Database, Web Browser, Application Server, [LD6: Data Migration and Integration] Deﬁne what a UI Policy is. UI Policy: a rule that is applied to a form to dynamically change information or the form itself. [LD6: Data Migration and Integration] Answer server" or "client" to complete this sentence: UI Policies execute on the ____ side. [LD6: Data Migration and Integration] " client Provide 3 examples of what you can set fields to on 1. Mandatory or Optional a form using a UI Policy. 2. Hidden or Visible [LD6: Data Migration and Integration] 3. Read–only or Editable How would you apply a UI Policy to ALL views? Set the global setting equal to true. [LD6: Data Migration and Integration] Deﬁne what a Data Policy is. Data Policy: rule that enforces data consistency by setting fields as mandatory and/or read–only. [LD6: Data Migration and Integration] Answer server" or "client" to complete this sentence: Data Policies execute on the ____ side. [LD6: Data Migration and Integration]" server Describe the difference between a UI Policy and a UI Policy: only enforced on data entered into a form Data Policy. through the UI [LD6: Data Migration and Integration] Data Policy: enforced on all data entered into the platform (form UI, Import Sets or Web Services) Answer server" or "client" to complete this sentence: A Data Policy executes on the _____ side but can also run as a UI Policy on the ______ side. [LD6: Data Migration and Integration] " A Data Policy executes on the server side but can also run as a UI Policy on the client side. If a Data Policy is enforced to make a field Yes, but the update will fail. read–only on a List, will the field still appear editable to the user? [LD6: Data Migration and Integration] Answer True/False: False. Data Policies are used to enforce security on the Data Policies are used to standardize the same platform. data across ServiceNow applications, managing the integrity of the information stored in the database. [LD6: Data Migration and Integration] When is a Data Policy enforced? When a record is submitted from the User Interface (UI). This behavior cannot be changed. [LD6: Data Migration and Integration] Deﬁne what a UI Action is. UI Action: adds buttons, links and context menu items on forms and lists Provide an example. Example: adding Create Problem to an existing Incident form [LD6: Data Migration and Integration] Answer True/False: False. A UI Action only runs on the server side. A UI Action can be either server or client side (depending on the client" check box selection)" [LD6: Data Migration and Integration] What 3 examples of UI Actions pertain to a Form? 1. Form buttons [LD6: Data Migration and Integration] 2. Form context menu (right–click header) 3. Form links What 4 examples of UI Actions pertain to a List? 1. List buttons [LD6: Data Migration and Integration] 2. List context menu (right–click a record) 3. List choices (at the bottom of a list) 4. List links (Related links at the bottom of a list) Which checkbox needs to be selected to make a UI Active Action visible and interactive to the user? [LD6: Data Migration and Integration] Deﬁne what a client script is. client script: makes real–time" changes to the appearance of the user interface, especially forms. Provide an example. [LD6: Data Migration and Integration] Example: having an alert appear to a user when they https://images.cram.com/images/upload- change the priority of an Incident." flashcard/74/28/60/38742860_m.png What are the 4 types of client scripts supported in 1. onCellEdit() runs when cell on a list changes the ServiceNow platform and when do they value execute? 2. onChange() runs when a particular field changes [LD6: Data Migration and Integration] value 3. onLoad() runs when a form is loaded 4. onSubmit() runs when a form is submitted Deﬁne what a business rule is. business rule: rule configured to run when a record is displayed, inserted, updated, deleted or when a table is queried [LD6: Data Migration and Integration] Answer True/False: False. A Business Rule only runs before database action A Business Rule can be set to run either before or has occurred. after the database action has occurred. [LD6: Data Migration and Integration] Business Rules execute on the _____ side. server [LD6: Data Migration and Integration] Using the When setting on a Business Rule, what 4 1. Before a record is saved to the database choices are available to select? 2. After a record is saved to the database 3. Async (queued); client and server work independently [LD6: Data Migration and Integration] 4. Display before the record is displayed Which 4 sections are defined within a Business 1. Table to run against [no tab] Rule? (include tabs) 2. Timing of execution [When to run"] [LD6: Data Migration and Integration] 3. Conditions to evaluate ["When to run"] 4. What actions to take ["Actions"]" https://images.cram.com/images/upload- flashcard/74/29/10/38742910_m.png What is the primary difference between a Business a Client Script only executes on the client (typically Rule and a Client Script? used on forms) whereas a Business Rule can be executed on the server and are applied consistently regardless of how they are accessed (i.e. not just [LD6: Data Migration and Integration] forms). What should you always consider prior to Consider whether you can accomplish the same implementing a Business Rule? goal using Flow Designer. [LD6: Data Migration and Integration] Which of these are executed on Client side and Client side: A, C which of these are executed on Server side? Server side: B, D A. UI Policy / UI Action B. Data Policy C. Client Script D. Business Rule [LD6: Data Migration and Integration] Deﬁne what a Catalog UI Policy is. Catalog UI Policy: controls the behavior of catalog item forms when presented to the users. Provide an example. Example: If ship–to address is internal, show Office" field; otherwise show "Address" field." [LD6: Data Migration and Integration] Catalog client scripts run client side to control 1. onLoad() behavior of catalog items presented to users. 2. onChange() 3. onSubmit() What 3 options exist to determine when the script is executed (on_____())? [LD6: Data Migration and Integration] How do you conﬁgure UI Policies? 1. From the additional actions menu, select (2 answers). Conﬁgure > UI Policies [LD6: Data Migration and Integration] 2. All > System UI > UI Policies What ServiceNow capability protects applications Application Scoping by identifying and restricting access to available artifacts and data? [LD6: Data Migration and Integration] Applications that were created prior to application global scoping are in _________ scope. [LD6: Data Migration and Integration] What does the system add to the front of namespace identifier application artifacts such as tables, scripts and conﬁguration records? [LD6: Data Migration and Integration] Deﬁne what a Update Set is. Update Set: group of configuration changes that can be moved from one instance to another [LD6: Data Migration and Integration] What ﬁle format is an update set stored in? XML [LD6: Data Migration and Integration] What 3 items are contained within an Update Set? 1. A set of record details that uniquely identify the update set [LD6: Data Migration and Integration] 2. A list of conﬁguration changes 3. A state that determines whether another instance can retrieve and apply configuration changes Which table does an Update Set write changes from sys_update_xml tracked tables to? [LD6: Data Migration and Integration] When merging multiple Update Sets, if multiple only the most recent change will be moved to the sets have modified the same object (ex. Incident), new, merged Update Set what will the system do? [LD6: Data Migration and Integration] What path in the All menu allows you to create or All > System Update Sets > Local Update Sets update an existing Update Set? [LD6: Data Migration and Integration] Instead of accessing the list of Local Update Sets Click the Globe in the Uniﬁed Navigation Header. via the All menu, how can you accomplish this Click Update Set (default: Global). within the interface? Click the Open List icon. [LD6: Data Migration and Integration] Instead of accessing the current Update Set via the Click the Globe in the Uniﬁed Navigation Header. All menu, how can you accomplish this within the Click current Update Set. interface? Click the Open Record icon. [LD6: Data Migration and Integration] It is recommended to avoid using the Default used a named Update Set (user–created) Update Set to move customizations between instances. What should you do instead? [LD6: Data Migration and Integration] What allows you to group multiple Update Sets batch update sets together so you can preview and commit them in bulk? [LD6: Data Migration and Integration] Dealing with multiple update sets can lead to 1. committing the update sets in the wrong order problems. 2. inadvertently leaving out one or more sets Provide 2 problems you can avoid and what the recommended alternative is. Avoid these problems by grouping completed update sets into a batch. [LD6: Data Migration and Integration] Complete this sentence using Process" and "Data": Update Sets capture customization or configuration changes for _________ records but do not include changes to _________ records. [LD6: Data Migration and Integration] " Update Sets capture customization or configuration changes for Process records, but do not include changes to Data records. An Update Set can capture many changes to – Business Rules Process Records. – Client Scripts – Fields – Forms and Form Sections Provide 3 examples of these types of records. – Report Deﬁnitions – Tables – Views [LD6: Data Migration and Integration] – Roles – Published Workflows What by default is not captured in an Update Set Dashboards but can be manually added? can be manually added by using the Unload What is the function called to add it? Dashboard function. [LD6: Data Migration and Integration] An administrator may want to move data that would export XML function not be captured within an Update Set. How should you move this data? [LD6: Data Migration and Integration] If the Update Set state" is marked In Progress, what button would you press to select the currently shown Update Set as the target for configuration changes? [LD6: Data Migration and Integration] " Submit and Make Current What does it mean to mark an Update Set as Complete"? [LD6: Data Migration and Integration] " The set is ready to migrate and is available for other instances to retrieve. True/False: False If you want to add more updates to an Update Set Once an Update Set is marked Complete, you marked Complete, set it back to In Progress first, should never change it back to In Progress. make the changes and move it back to Complete. Instead, if you need to add additional changes, [LD6: Data Migration and Integration] create another update set and commit them both together. What path in the All menu allows you to Retrieve All > System Update Sets > Retrieved Update Sets Update Sets? [LD6: Data Migration and Integration] What are the 3 steps in the typical process of 1. Retrieve retrieving an Update Set? 2. Preview [LD6: Data Migration and Integration] 3. Commit What does previewing a retrieved Update Set allow previewing compares a retrieved update set from a you to do? remote instance to updates on the local instance to detect potential problems. [LD6: Data Migration and Integration] What is the maximum number of records 100 ServiceNow recommends not to exceed within an Update Set? [LD6: Data Migration and Integration] As some platform records are created on an sys_id instance after provisioning and do not match between different instances, what platform record ﬁelds should you ensure match? [LD6: Data Migration and Integration] What path in the All menu allows you to establish All > System Update Sets > Update Sources connectivity to other sub–production instances you will use to retrieve Update Sets? [LD6: Data Migration and Integration] When adding an Update Source you will need to 1. Name specify 7 connection settings for the remote 2. Type instance. 3. Active (checkbox) 4. URL 5. Username What are they? 6. Password 7. Short Description [LD6: Data Migration and Integration] Which module should you consider using to create Automated Test Framework (ATF) and run automated tests on your ServiceNow instance after modifying it? [LD6: Data Migration and Integration] True/False: False The system property to run automated tests is The system property is disabled by default and enabled by default in a baseline implementation of should only be enabled on non–production the platform. instances.

Document Details

Tags

Related

Summary

Full Transcript

Upgrade to continue