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706 Cards in this Set

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Where would you go to view an existing workflow?
Workflow > workflow editor
What table does the service catalog workflow sit on
Sc_request
"What is the search syntax for ""Ends with"" ?"
%mySearchTerm (Percent in front)
Where would you look to see system performance?
Instance log vital statistics on every transaction @ system logs > transactions
How do you get to the categories on an incident and other tables?
Go to system definition > choice list
What is a variable set?
It's a container with variables. You can reuse the sets.
If a table is extended- but itself is not an extended table- it's called a
Base class
What died the ess requester have access to?
Users can submit requests and manage their own requests- access public pages- take surveys- and use live feed and chat
Where would you go to add an order guide?
Service catalog > catalog definition > order guides and click new
Where you go to see if an email went out?
System logs > emails
True or False you cannot prevent upgrades to your instance
False – you can block an update by emailing SN ... You need to give them 5 business days
What can you do with a UI policy?
Set fields on a form from to visible or hidden; editable or read only; optional or mandatory
What are the 3 most common extended tables off of cmdb
Sys_user- sys_user_group- kb_knowledge
True or False: transform maps can only be used once
false ... You can use them over and over to bring data over
How would you delete a custom table?
"Go to system definition > table and click on delete all records in table. You'll get a few ""are you sure prompts"""
True or False if a row level and a field level rule are in conflict- both rules must be met before an operation is allowed
TRUE
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
Where would you add a device catalog item in SN?
Service Catalog > catalog definition > maintain items and click new
Which component of ServiceNow would you use to modify a Workflow?
The Workflow Editor.
How do you change the sort sequence of fields or task?
modify the order field
Where is the global text search
In the banner
What are the two ways you can access the application creator?
Either go to system applications > create application; or- click on the create new application icon in the banner next to application
When you create a new app ... What automatically gets created?
Roles- menu and files under related links ... But not a table
What is an order guide?
It allows user to order everything they need for one particular type if user
What are the two most commonly used core tables?
Task [task] and Configuration item [cmdb_ci]
What are the two ways you can access the application creator?
Either go to system applications > create application; or- click on the create new application icon in the banner next to application
Where can you get a list of existing tables- with column- column attributes and indexes?
Tables & Columns
What happens if the data being imported by an import set is the same as the data in the table?
It skips it
What are are the type of SLAs?
SLA- OLA & UC
What are three examples of one to many db?
Reference fields (caller id can be pulled from many in user table); glide list (multiple records from a table like watch list can have multiple users); document field id
Where do you go to delete tables?
"Tables and Columns - Choose ""delete"" and type the word ""delete"""
What tabs will you find in the bottom of a user record by default
Role- groups ... If skills and delegate are turned then you'll see those tabs too
What is a row?
A record is a row
How would you kick off a new update set?
Go to system update sets > local update sets and click new ... Make your changes ... Then go to local update sets and mark it complete
What is a schema map?
It displays the details of the cmdb ... Showing the relationships between ci
Where can you get a list of existing tables- with column- column attributes and indexes?
Tables & Columns
True or False UI policy is only enforced on data that phases through the browser and UI
TRUE
How does a sys admin set list layout view globally?
Go to the list and right click; select personalize and list layout
Where would you look to confirm that your instance was upgraded?
System logs > events and find system.upgraded event
What one area do you manually have to add to an update set?
Homepage
Where are bread crumbs in SN?
It's the filter views (i.e.- when you run a report); the more you add the longer it gets.
Give an example of an automatically created event driven know article
Server outage triggers a kb news item
What is a record?
It is one set of table fields
Where can an admin go to see what release is running on an instance?
System diagnostics > stats > stats
True or Falsealse: resetting the list layout globally will over ride personal preferences?
False; not out of the box. You can probably blow away a database record to do that
What is a healthy server response time?
800ms on average
True or False LDAP data is brought over via an import set?
False – it's a special data set brought over using a different module
How does a table organize data?
By rows- records and fields
True or False: all workflows absolutely must have a beginning and end
TRUE
How do you deactivate an application?
System applications > applications ... Open the app record and uncheck the active check box
What table are event definitions kept in?
Sysevent_register
"What is the search syntax for ""Does not contain"" ?"
!*mySearchTerm (Exclamation asterix)
What is REST?
A web service protocol used to communicate with ServiceNow. Representational State Transfer. (JSON- XML- CSV- EXCEL- RSS- PDF)
Where do you manage record numbering?
System definition > number maintenance
Notifications can use which methods to send notices?
Email- SMS- meeting invitation
True or False UI policy is only enforced on data that phases through the browser and UI
TRUE
ACLs can be defined I. What three ways?
Conditional expressions (if this then)- scripts and roles
True or False searches are case sensitive
FALSE
Sn can integrate with any solution that uses one of the following 5 techniques
Unencrypted http browser- digest token authentication- SAML 1.1 browser POST file- SAML 2.0 web browser SSO profile stateless Open ID with signature verification
"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 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
What is an extended table?
It's a table that includes all the entries from the parent table and unique values
How can you preview a workflow?
By checking it out. You don't have to publish it to test it
What are the three basic elements of a workflow?
Approval- notification and task
True or False – make sure you're logged in as admin when creating an access control
False – in order to create access control rules- you need to activate security_admin elevated privileges
What is dot walking?
It's a way a saying what db and field are you referencing- e.g.- assigned_to.manager
How do you get to the tablet version of your instance?
Go to yourinstance.service–now.com/$tablet.do
What does a red dashed line indicate in a form field?
That there is invalid data or a mistyped word
Where would you create a UI policy?
Go to the form- right click on the form header and select personalize > UI policies
On the schema map- boxes that have green or blue bars are what?
Have been extended
What is a delegate?
Another user designated to receive and interact with approvals and tasks assigned
Where would you create a variable set?
Service Catalog > Catalog Variables > Variable Sets
True or False – like business rules ... Notifications can be created when a record is inserted or updated
TRUE
What does the light red form field indicator mean?
A requires field that has a saved value
Where would you to add a notification that your system was upgraded?
Go to system policy > notifications and find the system upgraded event. Set it up to email whoever
How many tables are in SN out of the box?
1294
Where would you create the order guide choices/questions (e.g.- department)?
Go to the order guide and go to the variables section. Click new
Where is an SLA stored?
In thr Contract_SLA table.
What does the system administrator role have access to?
All system features- applications- functions- and data
What does requesters see when they go to the service catalog?
Self service items
Access to tables and fields are governed by
System property and access control
True or False – make sure you're logged in as admin when creating an access control
False – in order to create access control rules- you need to activate security_admin elevated privileges
How do you get to a SN report?
Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
What is captured in an update set?
Business rules- client scripts- fields- forms and form sections- reports- tables- views and workflows
which workflow is designed to be used over and over again?
default SLA Workflow
What is the only difference between defining an SLA and OLA/UC?
You fill in a different value for type field
What is the app creator?
It allows citizen developers to create apps
What are the major steps to building an application?
Create it- add a table- add fields- add a module to use a form
What does the skills management plugin do?
Skills based routing within SN
What happens to kb articles that are flagged?
They end up in the flagged article section; you'll also see any feedback someone left
What does the banner frame contain
Logo and global navigation control
What does the mapping assist utility do for an import set?
It let's you align what fields are going with what
What tables can't be deleted?
Base tables- e.g.- task- cmdb_ci
How do you get to the mobile version of your instance?
Go to yourinstance.service–now.com/$m.do
What does clicking on the submit button on a form for the first time do?
It updates the db fields and brings you back to a list
What are the 5 most common extended tables off of task?
Incident- problem- change_request- sc_request- sc_req_item
Where can you find the response time indicator?
In the right hand corner of forms and lists
What are best practices for rolling out update sets?
Have a an- know what's being developed and make sure admins are aware; include many changes into one update
Lists can display how many tables?
One table; however not that it can reference other tables
Where can you access the knowledge base from?
Any form that has the know icon: ESS self service; ITIL users can get it through self service and Service Desk; admins and knowledge managers have additional ability with other modules
True or False – update sets cannot be merged
False – they can be combined between users
What's one way to create a group?
In a user record form- create the group. ThAt user will automatically be added
When you delete a table what else gets deleted?
Records- choice list items- forms- form sections. Lists. And related lists- reports- gauges and reference fields
What is a schema map?
It displays the details of the cmdb ... Showing the relationships between ci
What type of security access does an admin need?
Security_admin ... It consolidates security settings to one streamlined interfaces and adds concept of elevated privilege
What are the social IT components?
Chat- service desk chat- live feed/company feed
What are the two main cmdb tables?
Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
What are the three ways you can bring users into your SN instance?
SSO- LDAP and manual import
What provides a guide for moving data from import sets?
transform map
True or False: a role does not inherit all the permissions of any other roles it includes?
FALSE
How do you get to the tablet version of your instance?
Go to yourinstance.service–now.com/$tablet.do
What is an import set?
It's a took used to import data from various data sources- and it maps that data in servicenow tables
What is a Business Rule?
Business Rules watch a table for specific conditional events to occur and trigger an action. (Inserts- Updates- Deletes or queries.)
What happens if the data being imported by an import set is the same as the data in the table?
It skips it
How do you toggle tabs in a form?
By clicking on the toggle tabs icon
What do hot fixes fix?
Problems with feature release
What does the kb search icon look like?
Blue book
Tables that have red bars in the schema map are what?
Referenced tables
What does the list editor do?
It allows you to update the record without having to into a form
What are the workflow activities?
"approvals
conditions- notifications- task- timers- utilities"
What else happens When you make an application inactive?
All associated menus- modules- and ACLs are set inactive
What is an extended table?
It's a table that includes all the entries from the parent table and unique values
What's a good use case of extend tables?
You want the default value of incident to be different from task. Because the task field state controls default value. On task it's set to one. We'll you would use a dictionary override to change the default value for incident ... Great video in sn wiki
When you give access to a database row via ACL ... It is said that you're giving _____ access
Record
What db field stores the record number?
Sys_number
What two ways can something in the edge bar be opened?
In a window flyout or in the window pane
What is a UI policy?
It's a rule that applies to a form to dynamically change form information or the form itself
What is a notification?
It's a tool for alerting user that events that concern them have occurred
What is a SN event?
It is an indication to the ServiceNow processes that something notable has occurred- e.g.- approving a request- workflow- etc.
Where would you to do a transform map
After you import using load data ... Under next steps you'll see a link to create transform map
What is a SN event?
It is an indication to the ServiceNow processes that something notable has occurred- e.g.- approving a request- workflow- etc.
What is the personalize_form role do?
Can manage all form and list changes
What is a user
It's one record stored in the user [sys_user] table
What is the edge
It's new gray toolbar on the left hand side of the screen
In regards to service catalog ... What are service catalog variable types?
Common web elements: multiple choice- select box- single line text- reference- checkbox
What's the name of text indexing search engine
Zing
What is the auto matching functionality of the transform map?
It looks at the column names in the import set table and automatically matches to production table columns
What would happen if you pointed your browser to instance.service–now.com/incident.do
You'll go to a blank incident form
What 3 security modules does an admin use?
System properties > security; system security > access control; system security > high security settings
What version of droid is supported?
Android 4.0
How does automating in an import set work?
It takes the names of import set table headings and matches it against the existing column field names
In re: to performer issues ... What is instance cache?
The amount if system resources available for processing
Who has access to schema maps and tables and column module?
Only administrators
What is a notification?
It's a tool for alerting user that events that concern them have occurred
ACLs are set a what level?
Row.level (access to then record) and column level (access to the field)
How do you modify or create workflow?
Utilize the Graphical Workflow Editor
What are the major workflow activities?
Approvals- conditions- notifications- tasks- timers- utilities
What's considered best practice when it comes to assigning roles?
Give it to the group
What is a variable set?
Unit of variables that can be shared between catalog items
The main ui is divided into what three sections
Banner frame- application navigator and content frame
How are users brought into sn? Both account and authentication
Manually in sn- ldap or sso
What iOS versions are supported for sn?
iOS 6
True or False – users can not read- write- create- or delete data unless access controls are in place to explicitly allow those actions
TRUE
To access the control list you have to have which access?
Security_Admin
Where would you go to start an import set?
System import sets > load data
True or False – stats.do is showing you average memory use
False – it's a snapshot in time of what's happening
When is a notification sent out?
When an event has been fired
What does the banner frame contain
Logo and global navigation control
What provides a guide for moving data from Import Sets?
Transform Map
How do you populate the CMDB?
Discovery- import sets- integrate with cmdb- web services- help the Helpdesk- manual
Aside from viewing the schema map ... What else can you do in tables & columns module?
Create a new table or edit an existing table- create a new application or browse existing applications- delete all records from a table
What parts of SN are designed to be integrated with?
Cmdb. Incident- problem- change- user administration- and single sign on
When you give access to a database column ... It is said that you're giving _____ access
Field
What is a ci?
A tangible device or intangible dedicated software in the CMDB
How do you populate the CMDB?
Discovery- import sets- integrate with cmdb- web services- help the Helpdesk- manual
True or False – you cannot revert update set versions
False – you absolutely can roll back changes
What client script is supported?
OnLoad- onChange- onSubmit- onCellEdit
What is the sequencing of publishing a Knowledge Article?
Draft- Review- Publish
What is the primary use of the tables & columns module?
To view the schema map
How are users brought into sn? Both account and authentication
Manually in sn- ldap or sso
True or False – You cannot deactivate a plugin. Once it is on ... It's on
TRUE
What does a service catalog do according to SN?
It's an ordering system for goods and services (i.e.- one stop shopping); access to service desk; where you get help and training
ServiceNow runs on what type of web server?
Apache Tomcat
What does the search term !*search do
Means does not contain
When you delete a table what else gets deleted?
Records- choice list items- forms- form sections. Lists. And related lists- reports- gauges and reference fields
Where would you go to monitor your server?
You can type stats.do in your browser or go to system diagnostics > stats > stats
What are the SN provided roles?
System administrator- fulfiller- requester- approvers
What's the name of the application navigator search box
Type filter text
What are the notable kb db fields?
Topic- category- valid to- attachment link- workflow- roles- article type
Where can an admin go to see what release is running on an instance?
System diagnostics > stats > stats
What's considered best practice when it comes to assigning roles?
Give it to the group
What table does the service catalog workflow sit on
Sc_request
What are some important fields in the SLA form?
Retroactive start (when to start)- duration (user specified). Duration type (2 business days)- schedule (what's a work day)- timezone- conditions (start- stop & pause)
What is a healthy total response time for Network- browser & server?
3 seconds- on average
What is a data policy?
Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only- e.g.- user info
Where would you update a email notification?
System policy > email > notifications
What happens if two merged update sets are modifying the same object?
The newest one takes precedence
How do you limit file attachments?
Security>System Security
Where would you go app navigator to add a server to the CMDB?
Configuration > servers > all and click add new
"What is the search syntax for ""Equals"" ?"
=mySearchTerm (Equals in front)
How do you get to a SN report?
Reports app > view/run; right click on the list menu do do bar or pie chart; add then to the homepage gauge
What parts of SN are designed to be integrated with?
Cmdb. Incident- problem- change- user administration- and single sign on
What function does the import set table serve?
It's a staging area for records imported from a fat source
What is the response time indicator?
It displays the processing time- including the total time- network latency and browser rendering and parsing
Where you go to see if an email went out?
System logs > emails
What do you have to do to a workflow to edit it?
You need to check it out; this prevents errors
Where do you create a workflow?
In the graphical workflow editor
What does the ITIL fulfiller role have access to?
ITIL activities associated with the itil workflow
What do hot fixes fix?
Problems with feature release
How would you delete a custom table?
"Go to system definition > table and click on delete all records in table. You'll get a few ""are you sure prompts"""
What does the attachment functionality in a kb article do?
It displays the contents of the attachment instead of the text in the form
What is the notification flow and how can a notification be sent out?
Script- Business Rule- Workflow can all send out notifications
How many days notice does SN send out for major upgrades- e.g.- Dublin to Eureka?
30 days
What is the event queue?
It's a table containing a record of every generated event
What type of db is sn built on?
MySQL
Where can an admin go to look at every upgrade ever made to SN?
System diagnostics > upgrade history
Where do you create a workflow?
In the graphical workflow editor
Where would you create a variable set?
Service Catalog > Catalog Variables > Variable Sets
What are workflows primarily used for?
To automate a sequence of activities
How can you set a read only field?
UI Policy
What is a UI action?
It's the method to out buttons- links- and context menu items on forms and lists- making the UI more interactive- customizable- and specific ton user activities
What gets skipped during a major upgrade?
"Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g
- sys_update_xml)"
True or False: a role does not inherit all the permissions of any other roles it includes?
FALSE
How many events are in a baseline implementation?
235
What does specifying a coalesce mean?
The field or fields you specify will be used as a unique key
What does the search term !*search do
Means does not contain
What are best practices for rolling out update sets?
Have a an- know what's being developed and make sure admins are aware; include many changes into one update
Where would you change banner color and other colors?
System properties > CSS
Here do UI policies run?
On the client side (browser)
Sn automatically provides numbers for which tables?
Incident- problem- change- request and knowledge
How does the field type collection behave?
It's the control record of the table and determines whether the table will be audited- default sorting- attributes of table and how it will behave when it is a reference field
Why shouldn't you use a global rule?
Because it runs on every record and transaction. It's unnecessary overhead for your system.
True or False you can limit SN access by IP ranges
True – you can make your SN instance only available to certain instances
What does the transform map do?
It determines the relationship between fields displaying in an import set table to fields in an existing ServiceNow table
What are the two most commonly used core tables?
Task [task] and Configuration item [cmdb_ci]
What two workflow stages for sc_req_item are available out of the box?
Request Cancelled and Completed
How do you work on your app
After creating it ... Select it as your current application and begin developing
What are the workflow stages?
Waiting for approval>fulfillment>delivery>completed
True or False SN recommends to not use client script if you can use UI polices or access controls
True – security concern
ACLs are set a what level?
Row.level (access to then record) and column level (access to the field)
When is semaphore setup and what's that number based on?
Set at implementation and based on size and load
How can you test a business rule that you made?
Check the server response. If it's more than 800ms then it's a problem
What is the only difference between defining an SLA and OLA/UC?
You fill in a different value for type field
What db field does the workflow keep progress?
In the stage field in sc_req_item
What does a db table contain?
Records
What is CRUD?
Create- Read- Update- Delete
What key metrics should use to baseline and monitor your server?
Memory- response time & available semaphores
Where would you change the banner icon and text
System properties > my company's
How do you get to the categories on an incident and other tables?
Go to system definition > choice list
The main ui is divided into what three sections
Banner frame- application navigator and content frame
What is the response time indicator?
It displays the processing time- including the total time- network latency and browser rendering and parsing
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
What can the record producer be used for?
Workflow based things – request emergency change- wizards- etc
True or False – users can not read- write- create- or delete data unless access controls are in place to explicitly allow those actions
TRUE
What are three examples of one to many db?
Reference fields (caller id can be pulled from many in user table); glide list (multiple records from a table like watch list can have multiple users); document field id
What type of db is sn built on?
MySQL
What two states are current releases available in?
General availability (GA) and controlled availability (CA)
What do you have to do to a workflow to edit it?
You need to check it out; this prevents errors
What does inheritance do for extended tables?
It allows child tables to share fields from a single source
What is BSM?
Business Service Management BSM map graphically displays the configuration items- CI- that support a business service.
What can you do with a service catalog item once it's built?
Publish it to the service catalog; group in an order guide; show users questions and choices
Where would you look to confirm that your instance was upgraded?
System logs > events and find system.upgraded event
What functionality do you get from the mobile version of sn?
Application navigator- labels and favorites- list and forms
What are the default values for the numbering?
Starts at 1000 and has 7 characters
How are tables related to each other?
One to many- many to many- extensions- db views
What is a UI policy?
It's a rule that applies to a form to dynamically change form information or the form itself
What are events caused by?
User action and scripts
What do admins see when they access service catalog?
Everything: catalog definitions- policy and variables
Here do UI policies run?
On the client side (browser)
What are the two base tables in SN?
Task and cmdb_ci
What key metrics should use to baseline and monitor your server?
Memory- response time & available semaphores
What are some important fields in the SLA form?
Retroactive start (when to start)- duration (user specified). Duration type (2 business days)- schedule (what's a work day)- timezone- conditions (start- stop & pause)
What is a semaphore?
Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
How would you remove a message from the social IT feed?
Go to social IT > feed administration > messages ... Select the message and mark it deleted in the state field
What type of users is CA releases recommended for?
Early adopters
What are the 5 things that have to be done for notifications to work?
Configure email- create events and business rules- create the email notification- configure subscription based notifications plugin- use inbound email actions to perform various actions
Who does service catalog purchase approvals go to?
Whoever is listed as your manager in the user table
What happens when you click the Update button on a form?
Your entries are saved and you are returned to the previously viewed page.
Sn can integrate with any solution that uses one of the following 5 techniques
Unencrypted http browser- digest token authentication- SAML 1.1 browser POST file- SAML 2.0 web browser SSO profile stateless Open ID with signature verification
True or False if a row level and a field level rule are in conflict- both rules must be met before an operation is allowed
TRUE
What does the system administrator role have access to?
All system features- applications- functions- and data
True or False: the knowledge base can only be viewed by someone logged into to sn
False – a kb can be both public and private. By default it's set to private so only logged users can see it
How can you populate the knowledge base?
Manually- from the service catalog record producer- automatically from events- most importantly- from incidents or other tasks
What does the content frame contain
Displays info like lists- forms- home pages and wizards
What is a ci?
A tangible device or intangible dedicated software in the CMDB
What db field stores the record number?
Sys_number
What do client request + server response =
Round trip
Where would you go to see if an admin impersonated another user?
To the event queue and look for impersonation in the name field
What is SN cloning?
It's a way to copy an entire instance to another instance- use case would be refreshing dev to be like prod
does ESS have a role?
ESS does not have a role
What type of connection does sn make to LDAP?
A read only connection
What 4 things make up perceived performance of your SN instance?
Application server response- network latency- browser rendering and parading- and instance cache
ServiceNow runs on what type of web server?
Apache Tomcat
Tables that have red bars in the schema map are what?
Referenced tables
What external sources can you import using an import set?
Jdbc- http- FTP- excel- cab- XML
What are the main tools you can use to tailor servicenow?
UI policy- data policies- UI actions and scripts
How could you modify a field?
With a form or list editor
SN provides service levels of security for end users for what?
Application and module access; table and field access
What version of droid is supported?
Android 4.0
What db field does the workflow keep progress?
In the stage field in sc_req_item
What are the 5 most common extended tables off of task?
Incident- problem- change_request- sc_request- sc_req_item
What is an access control?
It is a security rule defined and set at the row level and the column level- and it is executed when attempting to access any SN table
Where would you create the rules for an order guide (e.g.- dept = sales)?
Go to the order guide and click on the rule base tab
Where do saved filters end up?
Click on the arrow next to the application and right click select filters
What does the orange form field indicator mean?
Read only data that is not editable on this form
What are the social IT components?
Chat- service desk chat- live feed/company feed
What is the list mechanic?
It's a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on
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
What's a good range to be in for server memory?
10–60% ... You shouldn't be under 10% for an extended period
What does the kb search icon look like?
Blue book
How can you populate the knowledge base?
Manually- from the service catalog record producer- automatically from events- most importantly- from incidents or other tasks
What is contextual security?
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
Where would you go to limit access to an application?
Pull it up in the application navigator- right click and click on edit application menu
Notifications can use which methods to send notices?
Email- SMS- meeting invitation
Where can you access the knowledge base from?
Any form that has the know icon: ESS self service; ITIL users can get it through self service and Service Desk; admins and knowledge managers have additional ability with other modules
"What has conditions
scripts and roles and can limit security?"
ACL-Access Control List
What does the mapping assist utility do for an import set?
It let's you align what fields are going with what
What is a role?
It is one record in the sys_user_role table; and- it's a persona that is assigned to a group or person- i.e.- grant access and assign security controls
What are the 3 basic components of workflow?
Approvals- Notifications- Task
Where would you go app navigator to add a server to the CMDB?
Configuration > servers > all and click add new
What's the best practice for assigning roles?
Assign roles to groups
When is semaphore setup and what's that number based on?
Set at implementation and based on size and load
What does !=search do
Does not equal
What are the 5 ways you can search in servicenow
Lists- global text search- knowledge base- navigation filter- live feed
What is a record producer?
It's an interface used to create service catalog records; an alternative to lists and forms
Who has access to schema maps and tables and column module?
Only administrators
What are the main tools you can use to tailor servicenow?
UI policy- data policies- UI actions and scripts
What is the application navigator search field called?
Navigator filter
True or False – when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
TRUE
What is a healthy total response time for Network- browser & server?
3 seconds- on average
What is the list mechanic?
It's a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on
What function does the import set table serve?
It's a staging area for records imported from a fat source
What does a feature release fix?
It takes all hot fixes and patch fixes since the last feature release
What are the three SN release types?
Feature release- patch release and hotfix
Where would you change banner color and other colors?
System properties > CSS
"What is the search syntax for ""Does not equal"" ?"
!=mySearchTerm (Exclamation equals)
What is a workflow activity?
It's the blocks that organize the individual actions the workflow performs as it runs.
What does a registry entry do?
A registry event is required in order to generate a notification for an event
What does the red form field indicator mean?
Its a required field that requires a value
What is a sys_id?
It is a unique 32 character globally unique id used to identify a record; so- when you send someone an incident link ... The sysid is within the link
What table are event definitions kept in?
Sysevent_register
Before you make a gauge ... What must you do?
Make the report that will feed the gauge
What is a gauge?
It's a mapped graphic image on the home page; when you click on a section of the graph it links to a list; it's a refresh able widget
Why is it better to manage machines in the cmdb than assets?
Because the data gets stored somewhere that can take advantage of other sn tools- e.g.- if a card on a switch goes down the. Who's affected?
Where would you define OLAs and UCs?
In the task SLA form
What happens if the role field in an application is left blank?
All SN users of that instance will see it.
What does the gear in list view allow you to do.
It's a slush bucket that allows you to add or remove columns just from your view
What is a delegate?
Another user designated to receive and interact with approvals and tasks assigned
What are the two base tables in SN?
Task and cmdb_ci
"What is the search syntax for ""Starts with"" ?"
mySearchTerm% (Percent at end)
Where would you add a device catalog item in SN?
Service Catalog > catalog definition > maintain items and click new
What does a list display?
It displays information in a table- organized in sortable columns
"What is the search syntax for ""Contains"" ?"
*mySearchTerm (Asterix)
What is an Underpinning Contract?
A contractual agreement with a Service Provider to provide a level of service.
What's the most common way for generating an event?
Using business rules or workflow activities
What is the edge
It's new gray toolbar on the left hand side of the screen
Where do you go to add/modify a service catalog item?
Service Catalog>Maintain Item
What would happen if you pointed your browser to instance.service–now.com/incident.do
You'll go to a blank incident form
Where would you look to see system performance?
Instance log vital statistics on every transaction @ system logs > transactions
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
Where would you add options (e.g.- memory) to a service catalog?
Go to the items and add choices under the variable tab
What tables can't be deleted?
Base tables- e.g.- task- cmdb_ci
How are users related to roles or groups?
1 to many relationships
What's the user database?
Sys_user
What are SLAs according to ServiceNow?
A set amount of time for a task to reach certain conditions. If the SLA task does not reach certain conditions then it's marked as breached
True or False: the role delegation comes turned on and ready to go out of the box
F: it's a plugin you have to make sure is turned on
What does the article type field do in the KB form?
Let's you pick between an HTML and wiki editor for writing your article
What tables can you not run reports on?
System tables: sys_audit- syslog- syslog_transaction- sys_attachment and sys_email
Where would you go to clean up and remove a used import set table?
System import sets > import sets tables > cleanup
Where do you go in ServiceNow to change the banner and colors?
System Properties- then CSS Properties
True or False: transform maps can only be used once
false ... You can use them over and over to bring data over
What does the light green form field indicator mean?
Means the field has been modified; to retain you have to click save
How does automating in an import set work?
It takes the names of import set table headings and matches it against the existing column field names
What does the article type field do in the KB form?
Let's you pick between an HTML and wiki editor for writing your article
True or False – when evaluating ACLs ... If the system finds two rules for incident.number (field) ... If either is true then access is allowed
TRUE
How would you import data from LDAP?
Through leap server record configuration ... Not an import set
Where would you to add a notification that your system was upgraded?
Go to system policy > notifications and find the system upgraded event. Set it up to email whoever
Where would you go to limit access to an application?
Pull it up in the application navigator- right click and click on edit application menu
What is the primary use of the tables & columns module?
To view the schema map
What is an update set?
It's a group of customizations that can be packaged and moved from one instance to another; it's really a point I time XML snapshot of the record
How do you work on your app
After creating it ... Select it as your current application and begin developing
What else happens When you make an application inactive?
All associated menus- modules- and ACLs are set inactive
What's the most common way for generating an event?
Using business rules or workflow activities
What would happen if a user didn't have role access to an application and a module role field was left blank?
They wouldn't see it because it's nested under application
Lists can display how many tables?
One table; however not that it can reference other tables
What are SLAs according to ServiceNow?
A set amount of time for a task to reach certain conditions. If the SLA task does not reach certain conditions then it's marked as breached
What iOS versions are supported for sn?
iOS 6
How would you import an update set?
Go to system update sets > update sources and point it to your instance ... Bring it over then go to retrieved update sets and commit update set
What db are all the customizations that you made kept?
Sys_update_xml
How do you edit a form?
Go to a form- right click and select personalize form
What is a semaphore?
Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.
Where is the list search option
Above lists view; let's you narrow down search
What happens to kb articles that are flagged?
They end up in the flagged article section; you'll also see any feedback someone left
What can you do with a service catalog item once it's built?
Publish it to the service catalog; group in an order guide; show users questions and choices
True or False: all users can manage and setup import sets
False: only users with the admin role
What are applications and modules secured by?
Roles- e.g. Only a user that has the ITIL role can access the change management application
True or False: asset and CIs are often the same entity – but information about them are expressed differently
TRUE
In regards to service catalog ... What are variables?
They define the questions to ask the end user ordering the catalog item
Before you make a gauge ... What must you do?
Make the report that will feed the gauge
What do plugins do?
They provide additional optional functionality
What do incident- problem and change have in common?
They save to the task table
True or False – You cannot deactivate a plugin. Once it is on ... It's on
TRUE
How can you test a business rule that you made?
Check the server response. If it's more than 800ms then it's a problem
What are the major components of the SN service catalog?
Record producers (builds system components associated with the request)- items- variables (help the shopper)- order guides (to bundle items)- and workflows
What does a list display?
It displays information in a table- organized in sortable columns
How does an update set work?
It writes every change (to tracked tables) to the customer update (sys_update_xml). Use an update set to migrate your code
What happens to the gear icon once you've made changes?
It means you've customized the columns in your list
What is a column?
A field is a column
What does the content frame contain
Displays info like lists- forms- home pages and wizards
True or False: asset and CIs are often the same entity – but information about them are expressed differently
TRUE
How many days notice does SN send out for major upgrades- e.g.- Dublin to Eureka?
30 days
In what table are the individual tasks stored?
Task_sla
What is dot walking?
It's a way a saying what db and field are you referencing- e.g.- assigned_to.manager
Retroactive start when activated does what?
Sets start to equal when the ticket was created
Tables and Fields can be viewed and manipulated where?
Record List Form Tables and Columns
What would happen if a user didn't have role access to an application and a module role field was left blank?
They wouldn't see it because it's nested under application
How do you toggle tabs in a form?
By clicking on the toggle tabs icon
What type of connection does sn make to LDAP?
A read only connection
Where would you define OLAs and UCs?
In the task SLA form
What is a db field?
It's a column in the record. It's where you store individual pieces of data
What are the major workflow activities?
Approvals- conditions- notifications- tasks- timers- utilities
What two workflow stages for sc_req_item are available out of the box?
Request Cancelled and Completed
What is stored in a table?
data
What can you do if the Homepage is slow?
Remove some gauges or change the refresh rate
What is an Access Control List (ACL)?
It's a bunch of access controls for a table- i.e.- show me all access controls for table
Itil says that asset information is used for?
Valuing- depreciating- determining- cost allocation strategy
Where would you go to add an order guide?
Service catalog > catalog definition > order guides and click new
What do admins see when they access service catalog?
Everything: catalog definitions- policy and variables
How can you preview a workflow?
By checking it out. You don't have to publish it to test it
What is a CI?
A CI is tangible and intangible
What is an access control?
It is a security rule defined and set at the row level and the column level- and it is executed when attempting to access any SN table
Where would you create a business rule?
Go to a form (e.g.- incident form) and right click on the banner. Select personalize > business rules. There you'd set the name and a few other variables ... Add a script
Where would you update a email notification?
System policy > email > notifications
What are best practices of importing data into SN?
Know what you're bringing in and where it should be placed; verify the data before you import; remove obsolete data
How would find the max and average response for SQL- network and browser performance?
In the system log > transaction list ... Right click on the header and go to personalize > list calculations ... Select maximum and average value
What does a red dashed line indicate in a form field?
That there is invalid data or a mistyped word
What does requesters see when they go to the service catalog?
Self service items
What is contextual security?
Through access controls ... Controls every level in the SN object hierarchy. You can control specific tables and fields.
What module tracks all upgrades made to the system?
System Diagnostics>Upgrade History
Where would you create a business rule?
Go to a form (e.g.- incident form) and right click on the banner. Select personalize > business rules. There you'd set the name and a few other variables ... Add a script
What is a select box- single line text- reference- check box- multiple choice?
variable
What does the application navigator contain
Provides links to all application menus and modules
True or False you can limit SN access by IP ranges
True – you can make your SN instance only available to certain instances
Sn automatically provides numbers for which tables?
Incident- problem- change- request and knowledge
What does the list editor do?
It allows you to update the record without having to into a form
How many tables are in SN out of the box?
1294
What is a workflow?
It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
What gets skipped during a major upgrade?
"Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g
- sys_update_xml)"
What is an Access Control List (ACL)?
It's a bunch of access controls for a table- i.e.- show me all access controls for table
"What is the search syntax for ""Greater than or equal to"" ?"
mySearchTerm with no leading or trailing wildcards.
What related tables does the schema map show?
Class extension or reference
How do you deactivate an application?
System applications > applications ... Open the app record and uncheck the active check box
What happens when you click the Submit button on a form?
Your entries are saved and you are returned to the previously viewed page.
True or False most customizations of system behavior is done using UI policies
false it's business rules
What happens to the gear icon once you've made changes?
It means you've customized the columns in your list
How do you get to plugins?
Search the navigator for plugins and activate them
What are are the type of SLAs?
SLA- OLA & UC
ACLs can be defined I. What three ways?
Conditional expressions (if this then)- scripts and roles
What is a role?
It is one record in the sys_user_role table; and- it's a persona that is assigned to a group or person- i.e.- grant access and assign security controls
What are the mechanics of making extended tables
Create a new table and fill out he extend table field. You can only do this when creating the table
What are workflows primarily used for?
To automate a sequence of activities
What is a healthy server response time?
800ms on average
What must you do first in order to modify a Workflow?
Check it out.
Why would you create a group?
To assign permissions- identify a subset of skills for skills assignment- provide a reference for alerts
What does the skills management plugin do?
Skills based routing within SN
What are the different states for a Workflow?
Published- Unpublished- Checked Out.
What is a group?
One record stored in the sys_user_group table; and- it's a collection of users who share a common purpose
What are events caused by?
User action and scripts
What is SOAP?
A web service protocol used to communicate with ServiceNow. Simple Object Access Protocol . (XML)
SLAs include actions that can be triggered when during the lifecycle?
anytime
What do Fulfiller ITIL users see when they access the service catalog?
They can see open records: requests- items & tasks
If importing data- how do you keep from importing duplicates?
Utilize the Coalace field to state which field is the unique key
What does a dictionary override do
It provides the ability to override several aspects of a field in extended tables
What is SN cloning?
It's a way to copy an entire instance to another instance- use case would be refreshing dev to be like prod
What happens if a match is found with the field that's been marked coalesce?
The existing record will be updated with the new information
Where would you go to view an existing workflow?
Workflow > workflow editor
What's a module and application in the example ... Incident > create new
Incident is an application and create new is the module
True or False – stats.do is showing you average memory use
False – it's a snapshot in time of what's happening
In regards to service catalog ... What are variables?
They define the questions to ask the end user ordering the catalog item
How would you import an update set?
Go to system update sets > update sources and point it to your instance ... Bring it over then go to retrieved update sets and commit update set
What does the red form field indicator mean?
Its a required field that requires a value
Where would you create a UI policy?
Go to the form- right click on the form header and select personalize > UI policies
What do plugins do?
They provide additional optional functionality
What are the three ways you can bring users into your SN instance?
SSO- LDAP and manual import
What happens if the role field in an application is left blank?
All SN users of that instance will see it.
Where would you go to start an import set?
System import sets > load data
What 3 security modules does an admin use?
System properties > security; system security > access control; system security > high security settings
Why shouldn't you use a global rule?
Because it runs on every record and transaction. It's unnecessary overhead for your system.
What tabs will you find in the bottom of a user record by default
Role- groups ... If skills and delegate are turned then you'll see those tabs too
Where do you manage record numbering?
System definition > number maintenance
What client script is supported?
OnLoad- onChange- onSubmit- onCellEdit
What is a business service map?
It's a tool that allows you to see a ci and everything that's needed to support it (upstream) and everything it supports (downstream)
SN provides service levels of security for end users for what?
Application and module access; table and field access
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 does a db record contain?
Fields
What does inheritance do for extended tables?
It allows child tables to share fields from a single source
What is a UI action?
It's the method to out buttons- links- and context menu items on forms and lists- making the UI more interactive- customizable- and specific ton user activities
True or False – the upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customizations to the base version if necessary
TRUE
How does the field type collection behave?
It's the control record of the table and determines whether the table will be audited- default sorting- attributes of table and how it will behave when it is a reference field
What does the skills plugin allow you to do?
You can assign competences to groups or individuals
Where would you change the banner icon and text
System properties > my company's
How are referenced fields identified in sn?
With a reference lookup icon ... Think of the caller field. You can look them up.
What's one way to create a group?
In a user record form- create the group. ThAt user will automatically be added
When creating a YI action in the form there is an order field ... What does that do?
It determines the order of when buttons get displayed
What options do you have for saved filters
You can save to yourself or a group. Admins can save it to everyone
True or False you cannot prevent upgrades to your instance
False – you can block an update by emailing SN ... You need to give them 5 business days
Where are bread crumbs in SN?
It's the filter views (i.e.- when you run a report); the more you add the longer it gets.
Where would you add options (e.g.- memory) to a service catalog?
Go to the items and add choices under the variable tab
What related tables does the schema map show?
Class extension or reference
What does CRUID stand for? CRUID operations on a table
Create- Read- Update- Delete
What are the major steps to building an application?
Create it- add a table- add fields- add a module to use a form
What is a db field?
It's a column in the record. It's where you store individual pieces of data
Where would you add a module for a new application?
Pick the application from the picker in the banner. Click on the gear so that you bring the application up. Click on the modules tab and add new.
Where would you add a table for a new application?
Go to the application. Click on the table tab and click new
What should you consider before marking a business rule global?
Business rules marked as running on table global are loaded and initialized at the beginning of each interaction between user and platform. This is a bad practice and will slow system response
True or False Every unique record in SN has a 16 character unique identifier
False – it's 32 character
How do you edit a form?
Go to a form- right click and select personalize form
what does SaaS stand for?
software as a service
What happens if a match is found with the field that's been marked coalesce?
The existing record will be updated with the new information
What should you consider before marking a business rule global?
Business rules marked as running on table global are loaded and initialized at the beginning of each interaction between user and platform. This is a bad practice and will slow system response
What does clicking on the submit button on a form for the first time do?
It updates the db fields and brings you back to a list
What are the 3 basic components of Workflow?
Approvals- Notifications- Task
How would you remove a message from the social IT feed?
Go to social IT > feed administration > messages ... Select the message and mark it deleted in the state field
What is not captured in an update set?
Entered data is not captured; examples: modified CIs- data records- new data records- users and groups ... Schedules and scheduled jobs
How are referenced fields identified in sn?
With a reference lookup icon ... Think of the caller field. You can look them up.
True or False Every unique record in SN has a 16 character unique identifier
False – it's 32 character
True or False LDAP data is brought over via an import set?
False – it's a special data set brought over using a different module
Who does service catalog purchase approvals go to?
Whoever is listed as your manager in the user table
What does !=search do
Does not equal
Access to tables and fields are governed by
System property and access control
What's a good range to be in for server memory?
10–60% ... You shouldn't be under 10% for an extended period
What are the two main cmdb tables?
Cmdb_ci (all basic attributes) and cmdb_rel_ci (CI relationship between CIs)
How would you import data from LDAP?
Through leap server record configuration ... Not an import set
What does a patch release fix?
Combines hot fixes from last feature release and does other fixes.
What does specifying a coalesce mean?
The field or fields you specify will be used as a unique key
What are are the four components that drive the SLA plugin
SLA definition- task SLA- SLA workflow and SLA automation
What does a patch release fix?
Combines hot fixes from last feature release and does other fixes.
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type- character limit- default value- dependency and other attributes
Where would you add a table for a new application?
Go to the application. Click on the table tab and click new
Where would you create the order guide choices/questions (e.g.- department)?
Go to the order guide and go to the variables section. Click new
True or Falsealse: resetting the list layout globally will over ride personal preferences?
False; not out of the box. You can probably blow away a database record to do that
What type of users is CA releases recommended for?
Early adopters
What are the 5 ways you can search in servicenow
Lists- global text search- knowledge base- navigation filter- live feed
What is a record producer?
It's an interface used to create service catalog records; an alternative to lists and forms
When you give access to a database column ... It is said that you're giving _____ access
Field
What is a business rule?
It's JavaScript configured to run when a record is displayed- inserted- updated- deleted- or when a table is queried
Where would you go to see if an admin impersonated another user?
To the event queue and look for impersonation in the name field
What does the orange form field indicator mean?
Read only data that is not editable on this form
What is the event queue?
It's a table containing a record of every generated event
In re: to performer issues ... What is application server response?
The time for the application server to process a request and render the resultant page
What died the ess requester have access to?
Users can submit requests and manage their own requests- access public pages- take surveys- and use live feed and chat
What are the mechanics of making extended tables
Create a new table and fill out he extend table field. You can only do this when creating the table
What are the steps in a SLA?
Start- Stop- Pause
How do client script execute?
OnCellEdit- onChange- OnLoad- onSubmit
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)
How do you get to the mobile and tablet version of sn?
Go to your instance and add the following to the end $m.do ... $tablet.do
... e.g.- name.service–now.com/$m.do
What happens if two merged update sets are modifying the same object?
The newest one takes precedence
What does the first field in a list do when you click on it- e.g.- incident0010016?
Takes you to form for that record. If you click on other fields like user ... Then it will go to a different form like user
Why would you create a group?
To assign permissions- identify a subset of skills for skills assignment- provide a reference for alerts
True or False – business rules are real time
false – they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated
What are the major components of the SN service catalog?
Record producers (builds system components associated with the request)- items- variables (help the shopper)- order guides (to bundle items)- and workflows
How are tables related to each other?
One to many- many to many- extensions- db views
What does the first field in a list do when you click on it- e.g.- incident0010016?
Takes you to form for that record. If you click on other fields like user ... Then it will go to a different form like user
Aside from viewing the schema map ... What else can you do in tables & columns module?
Create a new table or edit an existing table- create a new application or browse existing applications- delete all records from a table
What is a tool that will autopopulate the CMDB about your windows computer?
Help the Helpdesk
What form can a user see their user record
My profile
What are the notable kb db fields?
Topic- category- valid to- attachment link- workflow- roles- article type
True or False – update sets cannot be merged
False – they can be combined between users
Where is the list search option
Above lists view; let's you narrow down search
What is a workflow activity?
It's the blocks that organize the individual actions the workflow performs as it runs.
True or False most customizations of system behavior is done using UI policies
false it's business rules
What two states are current releases available in?
General availability (GA) and controlled availability (CA)
Where would you go to clean up and remove a used import set table?
System import sets > import sets tables > cleanup
What are the SN provided roles?
System administrator- fulfiller- requester- approvers
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
What table are SLAs kept?
Contract_sla
What does a service catalog do according to SN?
It's an ordering system for goods and services (i.e.- one stop shopping); access to service desk; where you get help and training
If a table is extended- but itself is not an extended table- it's called a
Base class
What is a record?
It is one set of table fields
What db are all the customizations that you made kept?
Sys_update_xml
Where would you to do a transform map
After you import using load data ... Under next steps you'll see a link to create transform map
What does a registry entry do?
A registry event is required in order to generate a notification for an event
How does an admin get elevated privilege?
By clicking on the key in the top left corner
What is a cmdb according to sn?
It's a series of tables that contain all the assets and business services controlled by your company as well as their configuration
What are the three conditions for an SLA
Start Conditions- Stop Conditions and Pause Conditions.
True or False searches are case sensitive
FALSE
True or False Like UI policies ... Business rules can monitor fields on a form
FALSE
What are applications and modules secured by?
Roles- e.g. Only a user that has the ITIL role can access the change management application
True or False: all workflows absolutely must have a beginning and end
TRUE
How do client script execute?
OnCellEdit- onChange- OnLoad- onSubmit
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
How many events are in a baseline implementation?
235
True or False Like UI policies ... Business rules can monitor fields on a form
FALSE
What is a group?
One record stored in the sys_user_group table; and- it's a collection of users who share a common purpose
How does an update set work?
It writes every change (to tracked tables) to the customer update (sys_update_xml). Use an update set to migrate your code
How do I see how my ServiceNow instance will display on Mobile devices?
Add $m.do to the end of the URL
How do you get to the mobile and tablet version of sn?
Go to your instance and add the following to the end $m.do ... $tablet.do
... e.g.- name.service–now.com/$m.do
Can a user open an Incident by email- if so what is utilized?
Inbound Email Action
What are the 5 things that have to be done for notifications to work?
Configure email- create events and business rules- create the email notification- configure subscription based notifications plugin- use inbound email actions to perform various actions
What does a form display?
Display information from a record
True or False – business rules are real time
false – they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated
What is a user
It's one record stored in the user [sys_user] table
What does the attachment functionality in a kb article do?
It displays the contents of the attachment instead of the text in the form
What is a client script?
Client scripts are shipped to the client (the browser)- and they run there instead of on the server. You can use JavaScript
What's a module and application in the example ... Incident > create new
Incident is an application and create new is the module
Where can you find the response time indicator?
In the right hand corner of forms and lists
What is the difference between SLA- OLA- and Underpinning Contracts?
Type Field
True or False – you cannot revert update set versions
False – you absolutely can roll back changes
What is the application navigator search field called?
Navigator filter
What's in the data dictionary table?
It defines every table and field in the system. It contains information about a field's data type- character limit- default value- dependency and other attributes
How would find the max and average response for SQL- network and browser performance?
In the system log > transaction list ... Right click on the header and go to personalize > list calculations ... Select maximum and average value
What form can a user see their user record
My profile
What are the 4 major steps of importing data into sn?
Load the data into an import set table; create a transform map to match. What's going where; run transform; cleanup the import set table
What is the Duration of the elevated role?
Current Session
What are the out of box progress stages for a request?
Waiting for approval > approved > pending > completed
What are the 3 most common extended tables off of cmdb
Sys_user- sys_user_group- kb_knowledge
Where would you go to monitor your server?
You can type stats.do in your browser or go to system diagnostics > stats > stats
What functionality do you get from the mobile version of sn?
Application navigator- labels and favorites- list and forms
When creating a YI action in the form there is an order field ... What does that do?
It determines the order of when buttons get displayed
What is a business service map?
It's a tool that allows you to see a ci and everything that's needed to support it (upstream) and everything it supports (downstream)
What are the three SN release types?
Feature release- patch release and hotfix
How does a table organize data?
By rows- records and fields
What does CRUID stand for? CRUID operations on a table
Create- Read- Update- Delete
Where is the global text search
In the banner
What is the app creator?
It allows citizen developers to create apps
What does a db record contain?
Fields
What table are SLAs kept?
Contract_sla
Give an example of an automatically created event driven know article
Server outage triggers a kb news item
Where can you view information about system activity?
system logs
How could you modify a field?
With a form or list editor
What is an import set?
It's a took used to import data from various data sources- and it maps that data in servicenow tables
In regards to service catalog ... What are service catalog variable types?
Common web elements: multiple choice- select box- single line text- reference- checkbox
What options do you have for saved filters
You can save to yourself or a group. Admins can save it to everyone
True or False: the role delegation comes turned on and ready to go out of the box
F: it's a plugin you have to make sure is turned on
What are update sets?
customizations that can be moved from 1 instance to another
What is the Sys_id?
A 32 character globally unique ID used to identify a record.
What's a good use case of extend tables?
You want the default value of incident to be different from task. Because the task field state controls default value. On task it's set to one. We'll you would use a dictionary override to change the default value for incident ... Great video in sn wiki
What external sources can you import using an import set?
Jdbc- http- FTP- excel- cab- XML
What is a sys_id?
It is a unique 32 character globally unique id used to identify a record; so- when you send someone an incident link ... The sysid is within the link
What are the 4 major steps of importing data into sn?
Load the data into an import set table; create a transform map to match. What's going where; run transform; cleanup the import set table
What is the auto matching functionality of the transform map?
It looks at the column names in the import set table and automatically matches to production table columns
What tables can you not run reports on?
System tables: sys_audit- syslog- syslog_transaction- sys_attachment and sys_email
What does the application navigator contain
Provides links to all application menus and modules
What are the two core components of an access control?
What is being secured (row or table) and the rights to it
In re: to performer issues ... What is browser rendering and parsing?
The time for your browser to render the HTML and parse/execute JavaScript
What is a data policy?
Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only- e.g.- user info
When you give access to a database row via ACL ... It is said that you're giving _____ access
Record
How does a sys admin set list layout view globally?
Go to the list and right click; select personalize and list layout
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
True or False – like business rules ... Notifications can be created when a record is inserted or updated
TRUE
In re: to performer issues ... What is instance cache?
The amount if system resources available for processing
Where would you add a module for a new application?
Pick the application