Snow Admin FAQ

1)What application is available to all users? ans:Self-Service 2)What is a form? ans:Forms are used to display information from a single record in a table. --Users with appropriate permissions can create, view, or edit records in a form. 3)What are the form feature field status indicators? ans: a. Light red - A required field that has a saved value b. Green - Modified field conten c. Red - Required field that requires a value d. Orange - Read only data that is not editable 4)What is a list? ans: Lists display information in a table, organized in sortable columns. --You can search, sort, filter, and edit lists. 5)What are the list interface elements? ans:a. Title bar b. Breadcrumbs c. Column headings d. fields

6)What is a field? ans: A field is a cell in a table that holds an individual (unique) piece of data. The intersection of a row and column. 7)What type of field in a list is not sortable? ans: Time fields, such as Duration. 8)What is a Power edge toolbar? ans: It's the gray toolbar on the left side of the screen for the new UI. a. It allows you to show or hide the application navigator or banner frame b. Split the screens - Resize screen c. Create and manage bookmarks. 9)What features of ITIL are utilized by the ServiceNow platform? ans: ITIL is Strategy, Design, Transition, Operations --OSTD; Oh, it is an STD. 10)What is ServiceNow? ans: 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 on demand, webbased solution stack. Service now is java based and uses tomcat on Linux. iv. IT 3.0 refers to added social IT functionality. Chat etc. 11)Which of the following are contained in the banner frame that runs across the top of every Servicenow webpage? ans: a. Welcome message b. Impersonation key c. Logout d. Homepage e. Print f. Hel g. Debug h. Global text search i. Header Expand / Collapse j. All of the above All of the above 12)What is an application? ans: Applications are a grouping of modules or an organizational element in Service Now

13)True or false - The application navigator provides links to all applications and modules they comprise. ans:True 14)True or false - The type filter text is a valuable way of searching applications in Service Now. ans:True 15)In what way does the switch perspective feature in the application navigator assist you in organizing applications in Service Now? ans:It allows you to view applications from the perspective of individual roles such as ITIL, Asset Management, or Admin etc. 16)What is the main area/frame in all Service Now web pages called? ans:Content pane 17)What is a breadcrumb? ans: A horizontal display of filter conditions showing the hierarchy of the conditions used to display the form or list results. --Like a "breadcrumb" trail of where you have been. 18)Where is the impersonation feature located? ans:It's a picture of a key and it's in the banner frame next to welcome message. 19)What are the 3 ways to bring users into the Service Now system? ans: a. Through Single Signon and LDAP b. Using an import set (importing users)

c. Manually creating users 20)What are the benefits of using ans: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 notifications d. Email notifications 21)What is a role? ans:a. A role is an organizational 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. 22)What are the out-of-the-box Service Now roles? ans:a. System Administrator b. ITIL (or process) roles fulfill ITIL activities c. ESS - users and end users. Anyone in the system who is not assigned to another role. 23)What is Access Control? ans:Access control is a security role defined and set at the Row-level (access to the record) and at the column level (access to the field), and is triggered when attempting to access any Service Now table 24)What is an Access Control Rule in Service Now?

ans: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 in System Security > Access Control 25)What is an example of when you would use an Access Control Rule in Service Now? ans:One example would be making the Updated By field on an incident form read-only for ITIL users, but editable by Admins. 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. 26)What is the the high security plugin in Service Now? ans:High security creates a security_admin elevated privilege role. The elevated privilege role is manually assigned and not inherited from any role. The elevated privilege only exists during current session. --Accessed from System Security > High Security Settings:

27)What is contextual security in Service Now? ans: 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 28)After the High Security Plugin is activated, a security_admin privilege is created. What is an elevated permission? ans: An elevated permission is a role that has special permissions for the duration of the log in session. 29)Which of the following does the CMDB application in Service Now do? ans:a. Helps locate failed changes b. Facilitate quick impact analysis c. Increase cost saving to the business d. Contains assets and there relationships e. All of the above All of the above 30)What are the two major record types in the ucmdb? ans: a. Core Configuration Item [cmdb_ci] b. CI relationship [cmdb_rel_ci] 31)What is a business service map (bsm)?

ans: A business service map graphically displays the configuration items that compose a business service and indicates the status of those configuration items. --A good example of a business service map is exchange and all the upstream and down stream CI's that make up the exchange service. 32)Multiple Choice, Single Line Text, and Select Box are what type of elements in Service Now? ans:Variable Types 33)What is a metric? ans: Metrics measure data over time to show past history. A metric is used to measure and evaluate the effectiveness of IT Service Management process. --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. --Metrics are viewed in SN by going to Metrics > Definitions 34)What are the types of metrics? ans: 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]. Using a script calculation gives you additional leverage to capture and record data. 35)What does Custom Charting plugin allow you to do?

ans: Custom Charting allows you to create charts when you have a requirement that can not be satisfied with the Report application. --Advanced Reporting? 36)What does a Service Now homepage provide? ans: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. 37)What is a gauge? ans:Gauges are a graphical way to display information from an instance. A gauge might, for example, show a bar chart breaking down all open incidents by category. Gauges are fully supported within the CMS system. What this means in practice is that A) you can put a gauge on a CMS page and B) you can control what will happen when a user clicks on a cell within that gauge Gauges are created by admins or users with Gauge_Maker role 38)What is a Service Level Agreement in Service Now? ans:A Service Level Agreement in Service Now is a record in the SLA table [contract_sla] that defines: 1) A set amount of time for a task to reach a certain condition,

2) The tables to access, 3) What type of SLA is being evaluated If the SLA task does not reach the condition, the task is marked breach. SLAs contain actions that can be triggered at different times during the life cycle of the SLA. 39)What is the greatest benefit of utilizing Service Level Agreements? ans: SLA's allow an IT Service Desk (or other support group) to track if their representatives are providing a specific level of service, and run reports on the success rates of the SLA actions. SLAs are commonly used to make sure incidents are being resolved within desired amount of time. 40)In a Service Level Agreement definition, what are the conditions that will trigger an SLA? ans: Start Condition, Stop Condition, Pause condition Open > Closed or Pending A pause condition is for example, when a support individual marks a ticket "pending customer feedback" 41)What are the 4 aspects of Service Level Agreement? ans:1) SLA Definition --The record defining the conditions to trigger the SLA 2) Task SLA--Individual instances of the SLA associated with particular tasks.

3) SLA Automation--The business rule and scheduled job that automates the SLA 4) SLA Workflow--The workflow driving events or actions based on the SLA 42)What are the types of Service Level Agreements in Service Now? ans: 1) SLA agreement 2) Operational level agreement (ola) ---Defines how departments work together to meet the service level required 3) Underpinning contract (UC)--Manages, monitors, and defines agreements with outside suppliers. It's a tool for supplier management. 43)What is a Service Now knowledge base? ans: 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 documents 44)What are some of the ways the knowledge base is populated? ans:a. Manually - by creating news articles b. Automatically - from events or from an incident or task --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,--The problem application plugin has a workarounds feature 45)What is the hierarchy (categorization) of the knowledge base when searching knowledge? ans:Topic > Category > Location (optional) Example: Register > Peripherals Register > POS Register > Hardware 46)What is the Service Catalog in Service Now? ans:a. The Service Catalog is a central repository of goods and services for end-users b. It's an ordering system for goods and services c. Help and training portal 47)What is a Record producer and how does it relate to the Service Catalog? ans: A record producer provides a user-friendly alternative to the regular form interface. Record producers populate record data using variables and scripts --They ask users a series of questions to assist in the request process. --This assists them in providing correct and relevant information on forms.

--They provide a single point of entry to create an incident or request. 48)What is an Order Guide? ans: 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 the available options --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. 49)True or False - An order generates a request. ans: True. A request is generated to keep track of the specific order. 50)What are the 3 types of "ticket numbers" generated from an order? ans: 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 51)What do Service Catalog Variables provide? ans: 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 52)True or False - On a variable, the order field establishes the sequence for displaying the variables? ans:True. Variables with a lower integer order will appear first on the form. 53)True or False - A Variable Set is a modular unit of variables that can be shared between catalog items? ans:True. You define the variable set once and then use it in multiple places. 54)What role allows users to define catalog items? ans: Catalog_admin 55)What is an update set? ans: A group of customizations that can be moved from one instance to another. --Allows administrators to group a series of changes into a named set and then move this set as a unit to the other instance. --Update sets are "point in time" xml snapshots of records. --An update set writes changes from tracked tables to the customer update tables sys_update+xml 56)True or False -An update set is a "point in time" XML snapshot of the record?

ans:True. An update set works by writing changes from tracked tables to the customer updates table [sys_update_xml) 57)Which of the following are you allowed to make customizations to? ans: 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 All of the above 58)Which of these are NOT a customization: ans: a. New records (data) b. New users and groups c. Modified cis d. Schedules e. All of the above All of the above 59)By default in Service Now, what customizations are added to Update Sets?

ans: a. Changes made to data b. Changes made to a form c. Changes made to a schedule d. Changes made to an homepage B. Changes made to a form are included in an Update Set. e. Changes made to data, a schedule, or a homepage are not included. 60)True or False - It is best practice to never make changes to an update set in the Default update set. ans:True. The baseline and Default update sets are self-maintaining and it is not recommended to change or delete or move them between systems. 61)Which of the following are best practices when working with update sets? ans: a. Have a plan to manage changes, identify a common migration path b. Communicate efficiently by knowing whats being developed 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

f. All of the above All of the above 62)True or false - Update sets should not be deleted. ans:True. Deleting update sets is not recommended for three reasons: i. It does not undo the updates made to the set ii. It removes any record of who applied customization's to any instance iii. Next upgrade, customizations will be over written 63)What is an import set? ans:An import set is a tool used to import data from various data sources and then map that data into Service Now tables. It is a Data Load. 1) This is an admin function 2) Data that already matches or exists is skipped. 64)What is the purpose of the import set table? ans:It acts as a staging area for records (rows) imported. 65)What are the possible import sources? ans: 1. CSV 2. Excel 3. XML 4. Network 5. HTTP

6. FTP 7. JDBC 66)What do transformation maps do? ans: Map source data to destination table Allows you to transform import data into the desired Service Now format. a. Kinda like Extract, Transform, load except its Import transform load. --Any table in Service Now is a potential destination for transformation of an import set --Any field within a table can serve as a potential destination for transformation from a field within an import set. --You can reuse existing transform maps for mapping data 67)What is the task table? ans:Task table [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. Any table that extends Task can take advantage of task-specific functionality for driving tasks. 68)What are UI Policies? ans: UI policy is client side business rules.

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 69)What are UI Actions? ans: 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

70)What is a Client Script? ans:Client scripts are scripts that run on the client-side instead of the server-side. 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 71)What is a Business Rule? ans: A business rule is a piece of JavaScript configured to run (perform an action) 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 their 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. 72)What is a Workflow? ans: A workflow is a virtual representation of tasks consisting of connected steps planned out in a sequential manner. Workflows are tracked in the sc_request table

For each step in the workflow, an activity is processed --The behavior is determined when the activity begins --Workflows provide a summary of workflow progress by updating any field designated as a stage field. 73)What are 3 ways to attach workflows to particular requests? ans:a. Manually on the catalog item form b. Automatically based on condition c. Automatically if there are no other workflows 74)Once a Service Catalog Request is submitted, what workflow stages does the request go to? ans: a. Waiting for approval b. Fulfillment c. Delivery d. Completed e. Request Cancelled 75)The Graphical Workflow Editor is used to drive delivery of a service catalog order; what are the three basic components to generate and assign? ans: a. Approvals b. Notifications c. Tasks

--ANT 76)Which of the following are workflow activities? ans: a. Approvals b. Notifications c. Timers - Pause the workflow for a set period of time d. Tasks e. Utilities f. All of the above All of the above 77)True or False - Workflows need to be checked out before they can be edited. ans:True. This is to prevent other users (with appropriate permissions) from making concurrent changes and overwriting. 78)True or False - To make a new or edited workflow available to all users, it needs to be published. ans:True. Only published workflows are available to all users. 79)What are common Out of the Box places where workflows are commonly seen in Service Now? ans:a. Routine Changes b. Emergency Changes c. Service Level Agreements (SLA)

80)True or False - All Workflows have a beginning and end. ans: True. Without a beginning the workflow will never start. Without an end the workflow will run indefinitely. 81)True or False - A workflow can have multiple layers of approval. ans:True 82)What are the Wildcard Search Syntax? ans:*mySearch - Contains mySearch% - Starts with %mySearch - Ends with !*mySearch - Does not contain =mySearch - Equals !=mySearch - Does not equal mySearch - Greater than or equal to 83)If there is an error in a form field, how will this be displayed? ans:A red dashed line will indicate invalid data or a mistyped word. --The system will not save or update the record unless the error is corrected. 84)What is the sequencing of publishing a Knowledge Article? ans:Draft Review

Publish 85)What are the 3 basic components of Workflow? ans: Approvals Notifications Task 86)How do you modify or create workflow? ans: Utilize the Graphical Workflow Editor 87)Where do you go in ServiceNow to change the banner and colors? ans: System Properties, then CSS Properties 88)What provides a guide for moving data from import sets? ans:transform map 89)How do you change the sort sequence of fields or task? ans:modify the order field 90)Tables and Fields can be viewed and manipulated where? ans: Record List Form Tables and Columns 91)To access the control list you have to have which access? ans:Security_Admin

92)What are the 3 basic components of workflow? ans: Approvals Notifications Task 93)Where do you go to delete tables? ans:Tables and Columns Choose "delete" and type the word "delete" 94)What is a row? ans:A record is a row 95)What is a column? ans: A field is a column 96)What do incident, problem and change have in common? ans:They save to the task table 97)If importing data, how do you keep from importing duplicates? ans:Utilize the Coalace field to state which field is the unique key 98)What controls what data users can access ? ans: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 99)Where do you go to add/modify a service catalog item?

ans: Service Catalog>Maintain Item 100)What provides a guide for moving data from Import Sets? ans:Transform Map 101)What is stored in a table? ans: data 102)How are users related to roles or groups? ans: 1 to many relationships 103)What are update sets? ans: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) 104)What is a CI? ans:A CI is tangible and intangible 105)What is BSM? ans: Business Service Management BSM map graphically displays the configuration items, CI, that support a business service. 106)What is a tool that will autopopulate the CMDB about your windows computer? ans: Help the Helpdesk 107)What is a record producer?

ans: a specific type of catalog item that allows end users to create task based records such as incident from the service catalog 108)does ESS have a role? ans:ESS does not have a role 109)When you open a service catalog and click the Order button what gets created? ans:REQ>RITM>TASK 110)What is a select box, single line text, reference, check box, multiple choice? ans:variable 111)What is a variable set? ans: Unit of variables that can be shared between catalog items 112)What are the workflow stages? ans:Waiting for approval>fulfillment>delivery>completed 113)What are the workflow activities? ans:approvals,conditions, notifications, task, timers, utilities 114)If a request is rejected what happens? ans: notification is sent and sets the status to cancelled 115)service catalog workflow can be attached in 3 ways: a) manually on the catalog item form

b)automatically based on conditions c)automatically if no other workflows attached 116)SLAs include actions that can be triggered when during the lifecycle? ans:anytime 117)What is the difference between SLA, OLA, and Underpinning Contracts? ans: Type Field 118)which workflow is designed to be used over and over again? ans:default SLA Workflow 119)What are the steps in a SLA? ans:start stop pause 120)What is ran on the client side and what is ran on the server side? ans:UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side 121)How can you set a read only field? ans: UI Policy 122)What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications? ans:data policy

123)What is a business rule? ans: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. 124)What are update sets? ans:customizations that can be moved from 1 instance to another 125)How do you limit file attachments? ans: Security>System Security 126)What is a security rule at the row and column level that is executed when attempting to access a ServiceNow table? ans:ACL-Access Control List 127)What has conditions,scripts and roles and can limit security? ans:ACL-Access Control List 128)What is the Duration of the elevated role? ans: Current Session 129)When is a notification sent out? ans:When an event has been fired 130)What is the notification flow and how can a notification be sent out? ans: Script, Business Rule, Workflow can all send out notifications 131)Can a user open an Incident by email, if so what is utilized? ans:Inbound Email Action

132)Where can you view information about system activity? ans: system logs 133)If the system is going to be upgraded,what will be exempt from the upgrade? ans:Any record that has been altered from the base state by the customer 134)What module tracks all upgrades made to the system? ans:System Diagnostics>Upgrade History 135)what does SaaS stand for? ans:software as a service 136)Where does the home icon take you and what does the icon look like? ans:takes you to the Homepage and the icon looks like a little home 137)What can you do if the Homepage is slow? ans:Remove some gauges or change the refresh rate 138)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? ans: Delegate-Delegation is the ability to designate other users to receive and interact with approvals and task assigned to you 139)Retroactive start when activated does what? ans: Sets start to equal when the ticket was created

140)What is a Transform Map in ServiceNow? ans: A map to determine relationships between fields displaying an Import Set to fields in an existing table 141)How do you change the sort sequence of fields or tasks? ans:Modify the order field 142)Tables and Fields can be viewed and manipulated where? ans:Record List Form Tables and Columns 143)Where do you change the Smart Filter Condition Builder? ans:Click arrow next to breadcrumb in list 144)How do you display the slushbucket? ans: Click List Mechanic gear above check boxes 145)What do you call a saved version of a personalized form?

ans:A view 146)How do you apply a saved filter? ans: Click on the table name at the top of a list and select filter 147)What displays fields from one record and can be used to edit the record data? ans: A Form 148)What are the field status indicators? ans: Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only 149)What does a red-dashed line indicate? ans: Invalid data or mis-typed word 150)What do you click to save changes on a new form and return to the prev viewed page?

ans:Submit 151)What do you click to save changes on an existing record and return to prev form? ans:Update 152)What do you click on to save changes without leaving the form? ans:Right click form header and click save 153)What do you do to save a new record to the db instead of updating the current item? ans:Insert or Insert and stay 154)What is a rule that applies to a form to dynamically change form information on the form itself? ans: UI Policy 155)What enables admins to set mandatory and read-only state for field? ans:Data Policy (not used much)

156)What do you use to put buttons, links and context menu items on forms and lists? ans:UI Actions 157)What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried? ans:A Business Rule 158)Client script apply only when? ans:When access through the form 159)Business Rules apply when? ans: Globally 160)When SHOULDN'T you use client scripts? ans: When you can use UI policies or Access Control Rules 161)Client scripts can be executed in four ways. What are they? ans:onCellEdit/onChange/onLoad/onSubmit onCellEdit onChange

onLoad onSubmit 162)Can plug-ins be removed? ans:No, but they can be disabled 163)Name three interfaces for viewing and manipulating tables? ans: Record list view Schema map Tables and Columns module 164)What stores structure and relationship definitions? ans: Data Dictionary 165)What three tables provide Data Dictionary and relationship information? ans:Sys_dictionary sys_documentation sys_db-object 166)How do you establish the sequence for displaying lists? ans:Order field - Best practice 3 digit numbers

167)What does CI stand for? ans: Configuration Item 168)What is a series of tables that contains all the assets and business services controlled by a compay? ans:CMDB 169)What do you call a tangible device or intangible dedicated software in the CMDB? ans: A Configuration Item (CI) 170)What is the core CI table? ans:cmdb_ci 171)What is the CI relationship table? ans:Cmdb_rel_ci 172)List CI examples? ans: Computers/Devices on the network software contracts and licenses Business services

173)What are the two base tables of SN? ans:Task and CI 174)List Benefits of CMDB? ans: Locate failed changes and associate incidents Facilitate quick analysis of impact, helping reduce or eliminate downtime cost savings 175)What is a BSM map? ans: Business Service Map graphically displays the CIs that compose a biz service and indicates status 176)After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege? ans:A role that has special permissions for the duration of the log in session 177)To access the control list you have to have which access? ans:security_admin 178)Where is the user record stored?

ans: In the User sys_user table 179)Where are groups stored? ans: Sys_user_group table 180)Where are roles stored? ans:Sys_user_role table 181)What is a collection of permission to grant access and assign security? ans: A role 182)Name the four built-in roles? ans: System Admin Specialized Admin ITIL ESS 183)What does a role inherit? ans: All the permissions of any other roles it includes

184)What is best practice for users/groups/roles? ans: Assign users to groups, map roles to groups. Don't map roles to users. Apply general roles to large groups and specific roles to smaller groups 185)What are the 3 levels of Access? ans: System (username/pw)/Applications and Modules (Roles)/Tables and Fields (System Properties/Access Control) 186)Where are row and column security set? ans:Access Control in Tables and Fields 187)Where is Table security set? ans:System Property in Tables and Fields 188)What are the three ways Access Control Rules are defined? ans: Conditional Expressions/Scripts/Roles 189)What is the list of all Access Controls for a table? ans:ACL

190)What is an Access Control? ans:A security rule defined and set at the row and column level 191)What is the Access Control evaluation? ans:Specific to general if all conditions are true (Conditions, Scripts and Roles) 192)In a SLA Definition, which one is a condition that will trigger an SLA? ans:Start condition, Stop condition and Pause conditions 193)What is the sequencing of publishing an Knowledge Article? ans: Draft Review Publish 194)Name 4 ways the Knowledge Base can be populated? ans: Manually From the Service Catalog with a Record Producer Automatically from events From existing Incidents or Tasks

195)What is the Knowledge base hierarchy? ans:Topics Categories Articles 196)How do you protect KB articles? ans: Roles 197)How do you allow users to access KB without logging in? ans:Make it public and protect with roles 198)What do you call an indication to the SN processes that something notable has occurred? ans: Event 199)What can cause events? ans: User actions Scripts(Business Rules/Workflows) 200)What contains a record of every generate event?

ans:Event queue 201)What do events trigger? ans: Notifications 202)What does a Notification contain? ans: A mix of static and dynamically determined content 203)Why would you clone an instance? ans: To copy prod over a sub-prod instance 204)What are the three release types? ans:Future Patch HotFix 205)Are user customization records upgraded? ans: No

206)What are best practices response times? ans:Total Response Time - network browser and server 3 seconds Server Response time below 800 ms 207)What is a dashboard of frequently used content with reports? ans:A homepage 208)What do you call a mapped graphic image on a homepage that are packed reports? ans: A gauge 209)What is used to measure and evaluate the effectiveness of IT service management process? ans:Metrics 210)What do metrics measure? ans:Data over time to show past history 211)What is a measurement of the set amount of time for a task to reach a certain condition?

ans:SLA 212)What do you call it when SLA is not met? ans: Breached 213)What are the four major components that power SLA? ans:SLA Definition/Task SLA SLA Workflow SLA Automation (Business Rule and scheduled job) 214)What are the three types of SLA? ans:SLA Operational Level Agreement(OLA) how departments work together Underpinning Contract(UC) outside suppliers 215)What conditions define an SLA? ans:Start Stop Pause

216)What is another name for Customer Updates? ans:Customizations 217)Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow? ans:Variable Types 218)What are the 3 basic components of Workflow? ans: Approvals Notifications Task 219)How do you modify or create a Workflow? ans:Utilize he Graphical Workflow Editor 220)How do you modify or create a Workflow? ans: Utilize he Graphical Workflow Editor

221)What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users? ans:Service Catalog 222)Name the major components of Service Catalog? ans:Record Producers Items Variables Order Guides Workflows 223)Name some of the various items that orders from Service Catalog generate? ans: REQ/RITM/Catalog Task/Assignment Group 224)What is a variable set? ans:A modular unit of variables that can be shared between catalog items 225)What are Service Catalog best practices? ans: Define an order guide/Group items in order guide/Use questions to present item options 226)What are the 5 workflow stages?

ans:Waiting for approval Fulfillment Delivery/Completed or Request cancelled 227)What 3 basic components are generated and assigned by workflows? ans: Approval Notifications Tasks 228)Name the 6 workflow activities? ans: Approvals Conditions Notifications Tasks Timers Utilities 229)By default in ServiceNow, what customizations are added to Update ans:Changes made to a form

230)Where do you go in SN to change the banner and colors? ans:System Properties, then CSS Properties 231)What do you use to import data from various data sources and map data into SN tables? ans:Import Set 232)What determines the relationship between the Import Set Table and an existing ServiceNow table? ans: Transform map 233)What are the steps for using Import Sets and Transform Maps? ans:1. Load Data/ 2. Create Transform MAP/ 3.Run transform 234)What does coalescing do before a transform? ans: Makes a field the unique key 235)What do you call a group of customizations or personalizations that can be packaged and moved from one instance to another?

ans:An Update Set 236)What table is used to track changes in an update set? ans: Customer Update sys_update_xml table 237)What cannot be customized with update sets? ans:New Records/New users and groups/Modified data/Schedules 238)Can homepages be added to update sets? ans:Only manually 239)Should you include few or many changes in one Update Set? ans:Many 240)Can two update sets be merged? ans:Yes 241)What is the sequence on the production instance to run an Update Set? ans: Retrieve/Preview/Commit/Apply

242)Please allow access to your computerís microphone to use Voice Recording. Having trouble? ans: Click here for help.