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ServiceNow Fundamentals > Modul 2: Collaboration / Users and tasks > Flashcards

Modul 2: Collaboration / Users and tasks Flashcards

1
Q

A User is stored in which table?

a. User [sys_user]
b. User [ sys_user_group]
c. User [ syst_user_profile]
d. User [user_profile]

A

A. User [ sys_user]
A user is one record stored in the User[sys_user] table. Users can view their user record in Self Service > My Profile. Ref: FPG pg. 91

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2
Q

A group is stored in which table?

a. Group[user group]
b. Group[sys_user]
c. Group[sys_user_group]
d. Group[sys_user_group_profile]

A

C: Group[sys_user_group]: A group is one record stored in the Group[sys_user_group] table. A group is a collection of users who share a common purpose: approve change requests, have incidents assigned to them, receive e-mail notifications, etc.
Ref: FPG pg. 91

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3
Q 
What are the 6 methods available for user authentication? 
\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_
A

Local Database: The user name and password in their user record in the instance database.

Multifactor: The user name and password in the database and passcode sent to the user’s mobile device that has Google Authenticator installed

LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.

Digest Token: An encrypted digest of the user name and password in the user record.

Ref: FPG pg. 91

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4
Q

A role is recorded in which table?

a. Role[sys_user]
b. Role[sys_user_profile]
c. Role[sys_user_record]
d. Role[sys_user_role]

A

D. A role is one record in the Role [sys_user_role] table. A role is a group of permissions.
Ref: FPG pg. 92

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5
Q

What are the 5 provided Roles by ServiceNow?

A

System Administrator: The admin role provides access to all platform features, applications, functions and data.

Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services

Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.

Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver

Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.
Ref: FPG pg. 93

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6
Q

What are the three steps to a preferred method of role management?

A
  1. Create Users
  2. Add Users to Group
  3. Assign Roles to the Group
    Ref: FPG pg. 94.
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7
Q

What are the two aspects to LDAP Integration?

a. Data Population
b. Data formatting
c. Authorization
d. Authentication

A

A, D: Data Population and Authentication

Data Population: ServiceNow LDAP integration allows one to quickly and easily populate ServiceNow with user records from an existing directory.

Authentication: Users can utilize the same credentials for the ServiceNow platform that they use for other internal resources on a company domain.
Ref: FPG pg. 95

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8
Q

Single Sign-on (SSO) is also referred to as _________ ___________.

A

External Authentication is a method of access control that enables a user to log in once and gain access to the resources of multiple software systems without being prompted to log in again.

Ref FPG pg. 96

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9
Q

A task is any record that can be assigned to a __ in ServiceNow.

A

User

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10
Q

My work / My groups Work can be found under the ____ application menu

A

Service Desk

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11
Q

What is a Task?

A

A Task is any record that can be assigned or completed by a user in ServiceNow.

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12
Q

Group names are uniqe in ServiceNow?

True/False

A

True

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13
Q

Every user belonging to a group inherits that group’s role, so the prefferred method of role management is:

A
  1. Add users to group

2. apply roles onto groups

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14
Q
  1. What is my work?

2. What is my groups work?

A
  1. List of all active tasks assigned to me

2. List of all active tasks assigned to your group(s) but not yet to an individual

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15
Q

What is a visual task board?

A

Transform your lists and forms into an interactive graphical experience using Visual Task Boards

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16
Q

What is an event?

A

An event is an indication that certain conditions have occured in the system, which are the responded to with pre-defined actions.

17
Q

Events are triggered by:

A
  1. User actions: Logging in, approving a request, renaming an attachment
  2. Scripts: Business Rules and Workflows
18
Q

What can trigger an E-mail Notification?

A

E-mail notifications can be triggered by events and require no scripting knowledge.

19
Q

What is subscriptions (Notifications)?

A

Subscriptions allow users to be informed of various activity occuring in the platform, whether it directly relates to them or not

20
Q

What is Connect Chat?

A

Connect Chat is a messaging tool that lets you work with others in real time.

21
Q

What is servicenow Reporting?

A

Reports, prepared on an ad-hoc basis, show results by allowing users to view and analyze ServiceNow data.

22
Q

The ServiceNow instance comes with over 25 standard report types. Nævn 3 Report types:

A
  • Donut
  • Pareto
  • Heatmap
23
Q

Mention the 4 report visibility controls

A
  • My reports
    Created by you and only visible to you
  • Group
    Visible to everyone in your group(s)
  • Global
    Available to everyone (all fulfillers)
  • All
    List of all personal, group, and global reports
24
Q

What is a report designer?

A

An interface used for creating or modifying ServiceNow reports

25
Q

When you report on a table (fx: incident or problem), information about the current state of platform data displays. Reports and metrics. What is a metric?

A

A metric is used to measure and evaluate the effectiveness of IT service management processes.

  • Metrics measures data over time to show past history
  • Metrics can gather data as the data is updated
26
Q

What is performance analytics?

A

Performance analytics enables you to track and aggregate data over time through elements called scorecards and indicators

27
Q

What is dashboards?

A

Dashboards enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen.

Use dashboards to create a story with data that can be shared.

28
Q 
Conversations regarding a record which take place in Connect Chat are captured in the:
A: Short description field
B: Connect Chat conversation
C: Activity stream for the record
D: Event log
A

C: Activity stream for the record

ServiceNow Fundamentals (5 decks)

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