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Servicenow Admin Quiz – Provides you a wide range of Admin/Interview questions with smart answers.
A must have guide for ServiceNow professionals who are preparing for Admin Certification
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transform map
System Properties, then CSS Properties
Utilize the Coalace field to state which field is the unique key
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
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)
Business Service Management BSM map graphically displays the configuration items, CI, that support a business service.
a specific type of catalog item that allows end users to create task based records such as incident from the service catalog
manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side
data policy
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.
ACL-Access Control List
Script, Business Rule, Workflow can all send out notifications
Any record that has been altered from the base state by the customer
takes you to the Homepage and the icon looks like a little home
Self-Service
a. Light red – Required field that has a saved value
b. Green- modified field content
c. Red – Required field that requires a value
d. Orange – Read only data that is not editable
It’s the gray toolbar on the left side of the screen for the new ui.
i. It allows you to show or hide the application navigator or banner fram
ii. Split the screens – Resize screen
iii. Create and manage bookmarks.
ITIL is Strategy, design, Transition, operations
a. Service Now is a cloud based ITSM tool built on Web 2.0, SAAS , ITIL v3, PaaS, and IT 3.0. Its significant differential from competitors is that ServiceNow applications are built on a single platform.
i. SAAS – Software as a service- Service now is the on-demand leader in IT service management.
ii. ITIL v3 – is a platform of applications offering continual service improvement
iii. Platform as a Service (PAAS) – delivery of an ondemand, webased solution stack. Servicenow is java based and uses tomcat on liniux.
iv. IT 3.0 refers to added social IT functionality. Chat ect
a. Welcome message
b. Impersonation key
c. Logout
d. Homepage
e. Print
f. Help
g. Debug
h. Global text search
i. Header Expand / collaps
j. All of the above(answer)
True – Applications are a grouping of modules or an organizational element in service now.
True
It allows you to view applictions from the perspective of individual roles such as ITIL, Asset Management, or Admin ect.
A horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results.
It’s a picture of a key and its in the banner frame next to welcome message
a. Through Single Signon and ldap
b. Using an import set (importing users)
c. Manually enter users, manually creating users
a. Permissions and Access – Simplified ability to assign permissions
b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifcations
d. Email notifcations
a. A role is an orginazational element. Roles are granted access to applications.
b. Roles are collections of permissions
c. A role is a record in the Role table; a role is a persona that is assigned to a group or single user. An example is the admin role.
a. System Administrator
b. ITIL (or process) roles ful fill itil activities
c. ESS – users and end users.Create an
a. Access control is a security role defined and set at the Row-leve (access to the record) and at the column level (access to the field), and is exectured when attempeing to access any Servicenow table
a. ACLs are a list of all access controls for a table. Access controls are defined by roles, conditional expressions and scripts.
b. ACL rules are used to control what data users can access and how they can access it.
c. Each ACL rule specifies the object being secured and the permission required to access the object
d. ACLS are defined by the security admin
e. ACLS are defined in System Security | Access Control
a. You would create an access control rule to make the updated by field on the incident form editable for admins but read only for ITIl users
i. Login as admin
ii. Right click on “updated by ” field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.
a. accessed from System Security > High Security Settings:
b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
i. Elevated privilege only exists during current session
a. Protects a record based on its contents and table location
b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level
An elevated permission is a role that has special permissions for the duration of the log in session.
a. Helps locate failed changes
b. Facilitae quick impact analysis
c. Increase cost saving to the business
d. Contains assests and there relationships
a. business service map graphically displays the configuration items that compose a business service and indicates the status of those configuration items.
b. **A good example of a business service map is exchange and all the upstream and down stream CIS that make up the exchange service.
Variable types
a. A metric is used to measure and evaluate the effictiveness of IT Service Managemnt process
b. Measures data over time to show past history
c. An example of a metric is that it could measure the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.
d. Metrics are viewed in SN by going to Metrics | Definitions
a. Field value duration – measures a time interval from when a value in a field is achieved until it is changed.
b. Script calculation- creates a metric instance using script. The script does calculations and inserts data into the metric table [metric_instance]
Custom Charting allows you to create charts when you have a requirement that can not be satisfied with the Report application
a. A dashboard of frequently used content which usually includes reports
b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view
a. Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with Gauge_Maker role
a. Is a record in the SLA[contract_sla] table which defines a set amount of time for a task to reach a certain condition, the tables to access and what type of sla is being evaluated.
b. If the SLA task does not reach the condition, the task is marked breach
c. SLAs contain actions that can be triggered at different times during the life cycle of the SLA
a. SLA’s allow an IT Service Desk to track if there representatives are providing a specific level of service, and run reports on the success rates of the SLA actions.
b. Slas are commonly used to make sure incidents are being resolved within desired amount of time.
Start Condition, Stop Condition, Pause condition
i. A pause condition is for example, when a support individual marks a ticket “pending customer feedback”
a. SLA Definition
i. The record defining the conditions to trigger the sla
b. Task SLA
i. Individual instances of the SLA associated with particular tasks
c. SLA automation
i. The business rule and scheduled job that automates the SLA
d. SLA Workflow
i. The workflow driving events or actions based on the SLA
a. SLA agreement
b. Operational level agreement (ola) –
i. Defines how departments work together to meet the service level required
c. Underpinning contract (UC)
i. Manages, monitors, and defines agreements with outside supplieers
1. It’s a tool for supplier management.
a. A repository used for the storage and publication of important information that requires distribution within an organization
b. Something that stores shared configuration documentation, policy documents, compliance documents
c. Security policy and procedure doucments
a. Manually – by creating news articles
b. Automatically, from events or from an incident or task
i. You can develop a business rule that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record,
i. The problem application plugin has a workarounds feature
a. Topic is the highest level
b. Category is the second level
i. Example
1. Topic = Email
2. Categories =
a. Calender permissions
b. Outlook settings
c. Increase size of mailbox.
a. Service catalog is the central repository of goods and services that an it service desk provides for users
i. Its an ordering system for goods and services
ii. Help and training portal
a. A record producer provides a user-friendly alternative to the regular form interface. Record producers populate record data using variables and scripts
i. They ask users a series of questions to assist users in the request process
1. This assists them in providing correct and relevant information on forms
ii. They provide a single point of entry to create an incident or request.
a. An order guide provides the ability to order multiple, related items as one request
b. An order guide prompts user information and uses the rule base to generate options
i. Depending on what fields are chosen on the form, the system displays relevant catalog items.
c. When a user orders an item from the catalog, a request is generated. P 248
True, and request is generated to keep track of the specific order
a. Request Number (REQ) – The request is generated and given a REQ number
b. Request Item (RITM) – Each item in the order is assigned a Requested Item number
c. Catalog Task number – For each requested item, a set of catalog tasks are created. Each task is assigned a catalog task number
a. Options to tailor a catalog item to the customers’ needs
b. Definitions of available item options using questions choices
c. Variables define questions for users
d. Question selections then define the available option
True, variables with an lower three digit integer , appears first in the list
True – you can define the variable set once and then use it in multiple places
a. A group of customizations that can be moved from one instance to another.
b. Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance.
c. Update sets are “point in time” xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update tables sys_update+xml
True – An update set workfs by writing changes from tracked tables to the customer updates table [sys_update_xml)
a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view
g. All of the above (this is the answer)
a. New records (data)
b. New users and groups
c. Modified cis
d. Schedules
a. Changes made to data
b. Changes made to a form – B this is the answer.
c. Changes made to a schedule
d. Changes made to an homepage
True – The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems.
a. Have a plan to manage changes, identify a common migration path
b. Communicate efficiently by knowing whats being develeopmed and make sure administrators are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets
True – Deleting update sets is not recommended for three reasons
i. It does not undo the updates
ii. It removes any record of who applied customization’s to any instance
iii. Next upgrade, customizations will be over written,
a. DATA Load
b. An import set is a tool used to import data from various data sources and then map that data into servicenow tables.
1) This is an admin function
2) Data that already matches or exists is skipped.
Files
1. CSV
2. EXCEL
3. XML
ii. Network
1. HTTP
2. FTP
3. JDBC
a. Kinda like Extract, Transform, load except its Import transform load.
b. Map source data to destination table
c. Allow you to transform import data into Servicenow format you desire.
d. Any table in servicenow table is a potential destination for transformation of an import set
e. Any field within a table can serve as a potential destination for transformation from a field within an import set.
f. You can reuse existing transform maps for mapping data
Task [task] is one of the core tables provided with the base system. It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table which extends task can take advantage of task-specific functionality for driving tasks.
a. Ui policy is client side business rules (like active links in Remedy).
b. Examples of ui policy – by qualification or criterion
i. Make a Close Notes field mandatory
ii. Hide the Opened by field
iii. Make the Priority, Severity, and Urgency fields read-only
iv. Run a client script that displays an alert message
UI Actions are an easy way to put buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities. These buttons, links, and context menu items can be scripted, making them more powerful.
i. UI Actions include:
1. Form buttons
2. Form context menu items (right-click the header)
3. Form links (Related Links in a form)
4. List buttons
5. List context menu items (right-click a record)
6. List choices (at the bottom of a list)
7. List links (Related Links at the bottom of a list)
ii. UI actions are given access via permission
Client scripts are created in the cleints scripts form and shipped to the client (the browser), and they run there instead of on the server. You can define JavaScript to run in the client browser. Several types of scripts are supported:
i. onLoad(): Runs when a form is loaded
ii. onChange(): Runs when a particular widget changes value
iii. onSubmit(): Runs when a form is submitted
iv. onCellEdit(): Runs when a cell on a list changes value
A business rule is a piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried. A business rule can be set to run before or after the database action has occurred. In the case of a query, the business rule runs before the database operation, so that the data returned to the user is appropriate to his system privileges (user roles). A typical business rule might execute a script after a user updates an incident or escalates the priority of a change request. Use a business rules to create new events for email notification and script actions.
a. A workflow is a virtual representation of tasks consisting of connected steps planned out in a sequential manner
b. For each step in the workflow, an activity is processed
i. The behavior is determined when the activity begins
ii. Workflows provide a summary of workflow progress by updating any field designated as a stage field.
iii. Workflows are tracked in the sc_request table
a. Manually, on the catalog item form
b. Automatically based on condition
c. Automatically if there are no other workflows
a. Waiting for approval
b. Fulfillment
c. Delivery
d. Completed
e. (Request Cancelled)
a. Approvals
b. Notifications
c. Tasks
a. Approvals
b. Notifications
c. Timers – Pause the workflow for a set period of time
d. Tasks
e. Utilities
f. All of the above (f is the answer)
True
a. Routine Changes
b. Emergency Changes
c. Service Level Agreements (SLA)
