ServiceNow System Administration Certification Study Questions

What provides a guide for moving data from import sets?

transform map

How do you change the sort sequence of fields or task?

modify the order field

Tables and Fields can be viewed and manipulated where?

Record List
Form
Tables and Columns

What is the sequencing of publishing a Knowledge Article?

Draft
Review
Publish

What are the 3 basic components of Workflow?

Approvals
Notifications
Task

How do you modify or create workflow?

Utilize the Graphical Workflow Editor

Where do you go in ServiceNow to change the banner and colors?

System Properties, then CSS Properties

To access the control list you have to have which access?

Security_Admin

What are the 3 basic components of workflow?

Approvals
Notifications
Task

Where do you go to delete tables?

Tables and Columns
Choose “delete” and type the word “delete”

What is a row?

A record is a row

What is a column?

A field is a column

What do incident, problem and change have in common?

They save to the task table

If importing data, how do you keep from importing duplicates?

Utilize the Coalace field to state which field is the unique key

What controls what data users can access ?

ACL-Access Control List
ACLS is a rule that will match the object (Field or Table) and which permissions are required to access the object

Where do you go to add/modify a service catalog item?

Service Catalog>Maintain Item

What provides a guide for moving data from Import Sets?

Transform Map

What is stored in a table?

data

How are users related to roles or groups?

1 to many relationships

What are update sets?

groups of customizations that can be moved from one instance to another
(Homepages are not added by default, data does not get added to update sets, scheduled jobs are not added to update sets)

What is a CI?

A CI is tangible and intangible

What is BSM?

Business Service Management BSM map graphically displays the configuration items, CI, that support a business service.

What is a tool that will autopopulate the CMDB about your windows computer?

Help the Helpdesk

What is a record producer?

a specific type of catalog item that allows end users to create task based records such as incident from the service catalog

does ESS have a role?

ESS does not have a role

When you open a service catalog and click the Order button what gets created?

REQ>RITM>TASK

What is a select box, single line text, reference, check box, multiple choice?

variable

What is a variable set?

Unit of variables that can be shared between catalog items

What are the workflow stages?

Waiting for approval>fulfillment>delivery>completed

What are the workflow activities?

approvals,conditions, notifications, task, timers, utilities

If a request is rejected what happens?

notification is sent and sets the status to cancelled

service catalog workflow can be attached in 3 ways:

manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached

SLAs include actions that can be triggered when during the lifecycle?

anytime

What is the difference between SLA, OLA, and Underpinning Contracts?

Type Field

which workflow is designed to be used over and over again?

default SLA Workflow

Retroactive start when activated does what?

Sets start to equal when the ticket was created

What are the steps in a SLA?

start
stop
pause

What is ran on the client side and what is ran on the server side?

UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side

How can you set a read only field?

UI Policy

What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?

data policy

What is a business rule?

a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or when a table is queried. It can be set to run before or after the database action has occurred.

What are update sets?

customizations that can be moved from 1 instance to another

How do you limit file attachments?

Security>System Security

What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table?

ACL-Access Control List

What has conditions,scripts and roles and can limit security?

ACL-Access Control List

What is the Duration of the elevated role?

Current Session

When is a notification sent out?

When an event has been fired

What is the notification flow and how can a notification be sent out?

Script, Business Rule, Workflow can all send out notifications

Can a user open an Incident by email, if so what is utilized?

Inbound Email Action

Where can you view information about system activity?

system logs

If the system is going to be upgraded,what will be exempt from the upgrade?

Any record that has been altered from the base state by the customer

What module tracks all upgrades made to the system?

System Diagnostics>Upgrade History

what does SaaS stand for?

software as a service

Where does the home icon take you and what does the icon look like?

takes you to the Homepage and the icon looks like a little home

What can you do if the Homepage is slow?

Remove some gauges or change the refresh rate

My manager is going to be out of town and needs to have the supervisor approve while he/she is out of town, what would he/she utilize in ServiceNow?

Delegate-Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you