ServiceNow Admin Study Guide Flashcards
What does MIST stand for?
Multi Instance, Single Tenant
What type of architecture does ServiceNow use?
Multi Instance, Single Tenant
What’s the benefit of MIST architecture?
It allows an isolated db and to upgrade different instances separately
How many instances does a customer get included?
2, Prod and subprod
What are the areas for the UI
Banner Frame, Application Navigator and Content Frame
What is the URL for the official documentation resoruce?
docs.servicenow.com
Where would users go to learn from other users’ real life experience?
community.servicenow.com
Where can someone go to find / share apps, dashboards, scripts, et at no cost?
developer.servicenow.com
where would someone go to find apps created by developers that may come at a cost?
store.servicenow.com
what are the two main ways to interact with data?
Lists and forms
What’s a list?
a list displays multiple records from a table at a time
What’s a form
a Form shows a single list record
What’s a context menu?
a pop up window with multiple selections
Where are context menus available?
List, Column and Record - available via right click
How do you add/remove fields to/from a form?
Context menu for Column, Form Layout or Form Designer
What are some things you can you do with a column context menu?
Quick report, export to excel, group
What does Service Now use as the text indexing search engine that performs all text searches
Zing
What are the 3 parts of a filter condition?
Field Operator Value (FOV)
What does the ITSM Guided Set up help with ?
Structured configuration activities for Company, Connectivity, People and entire processes such as Incident, Problem, Change, CMDB etc.
What’s the difference between Form Layout and From Design?
both allow you to show or add fields but layout is in slush bucket format whereas Form Designer is a wsywig editor.
How do you make personal modifications to your system?
Personalize List Columns (cog on far right)
What are some limitations in order to be able to personalize your own environment?
must be turned on by Admin. Cannot change order, add fields not configured to be there or hide mandatory fields
When saving a form, what does “Submit” do?
saves and returns to previous page
When saving a form, what does update do?
Updates record and returns top revious page
When saving a form, what does Save do?
Saves but stays on the form
How do you access “Save” ?
will need to use Context menu or right click or UI properties can turn on the button
what is a “role”
a collection of permissions used to grant access to applications or other part of of the system. It assigns security rights.
Can a role contain other roles and include access granted in any roles contained in that role?
yes
What does the Notes tab or a Task Record contain?
Work Notes, Additional Comments and Activity
What’s the different between Work Notes and Additional Comments?
Work Notes visible to all users with ITIL role, Additional Notes visible to all users, including Caller (customer)
What type of object is the Activity field?
A formatter; shows the complete history of the record
What are the 3 types of Visual Task Boards?
Freeform, Guided, Flexible