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ServiceNow Fundamentals > Modul 4: Self-Service & Process Automation + generel quiz > Flashcards

Modul 4: Self-Service & Process Automation + generel quiz Flashcards

1
Q

What is Knowledge Management?

A

Knowledge Management allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization.

Knowledge content exists within a Knowledge Base, which is managed by one or more knowledge Managers.

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2
Q

What is Knowledge Base Workflows?

A

The publishing and retirement processes for a knowledge article are controlled by workflows defined for the Knowledge Base that the article belongs to.

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3
Q

What is Knowledge Security: User Criteria?

A

User Criteria defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.

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4
Q

What is a Virtual Agent?

A

Virtual Agent is a conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common work tasks.

Denne funktion kræver en ekstra licens - man betaler pr. bruger-interaktioner.

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5
Q

What is a Service Catalog?

A

The Service Catalog is a robust ordering system for services and products offered by various departments for users:

  • Categories organize catalog items
  • “One stop shopping” offered to users
  • Access to the Service Desk
  • Help and Training Portal
  • Multiple catalogs are supported
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6
Q

What are the Service Catalog Major Components?

A
  • Items
  • Variables
  • Variable Sets
  • Record Producers
  • Order Guides
  • Workflows
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7
Q

What is Record Producers?

A

Record Producers appear as simplified forms, allowing users to provide information that is translated into task-based records being added or modified in the database.

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8
Q

What is an Order Guide?

A

You should define an Order Guide to assist customers in ordering a complete set of needed items and to help users see item relationships.

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9
Q

What is RITM?

A

Requested Item Number

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10
Q

Explain Progress Stages for a Requested Item

A

While viewing the requested item, you can expand the workflow stages which provide summary-level feedback about the progress or state of an item in the delivery process. Man vil gerne have at slutbrugeren føler sig velinformeret - derfor laver man stages.

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11
Q

What is Service Catalog Security: User Criteria?

A

User Criteria defines conditions that are evaluated against users to determine which users can access Service Catalog items.

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12
Q

What is the Flow Designer?

A

The Flow Designer is an interface for building and enabling rich process automation capabilities, known as flows.

Flows automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations.

Flow Designer is a codeless, natural language environment.

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13
Q

When and when not to use Flows:

A

Use:

  • To orchestrate business processes across services with little technical user knowledge.
  • With little technical debt; reduced script and script reuse to simplify upgrades and deployments.
  • When integrating to third party systems.

Do not use:

  • When heavy scripting is required to provide the majority of automation and execution.
  • Existing logic already developed using workflow.
  • Instance is running Jakarta or prior.
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14
Q

What is A Trigger (Flow Components)?

A

A trigger is an activity that initiates the flow by specifying a starting condition.

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15
Q

What is A Condition (Flow Components)?

A

Conditions are used to determine when or how an action runs

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16
Q

What is An Action (Flow Components)?

A

Actions are operations executed by the system, such as updating a field value, requesting an approval, or logging a value.

17
Q

What is the Workflow Editor?

A

The Workflow Editor is an interface for creating and modifying workflows by arranging and connecting activities to processes.

Workflows are automated multi-step processes that occur across the platform.

Each workflow consists of a sequence of activities such as generating records, notifying users of pending approvals, or running scripts.

All workflows need to have a beginning and an ending.

NOTE: You must have the workflow_admin or workflow_creator role to access the Workflow editor.

18
Q

When to use or not to use Workflows

A

Use:

  • To automate a repeatable process
  • When a standard response is needed for every record insert, update, and delete
  • When automation is needed in the platform (Not limited to Service Catalog and SLA’s)

Do not use:

  • When doing a simple discrete record change.
  • If the process being defined does not have a standardized response (New processes that are being refined).
19
Q

Workflow components

A

An Activity is a workflow block that organizes the individual actions the workflow performs as it runs.

Activities are connected by transitions (lines) that establish the possible processing paths.

Conditions are an activity type available for a workflow.
Conditions are used to transition - to move from activity to activity, you can ass conditions.

20
Q

Workflow states

A
  • Checked Out (Den man arbejder på)
    The workflow is available to run only for the user who has it checked out.
  • Published (Aktive version)
    Workflow version that is available to all users and the platform the meet the conditions of the workflow
  • Unpublished (Tidligere aktiv version)
    Workflow version that is no longer available for new contexts, but may be required for already running contexts (Published = false).
21
Q

Forskel på Flow design og Workflow:

A

Flowdesign skal: AKTIVERES

Workflow skal: PUBLICERES

22
Q

What is a Service Level Agreement (SLA)?

A

A Service Level Agreement (SLA) defines a set amount of time for a task to reach a certain condition, the table(s) to access, and what type of SLA is being evaluated.

SLAs includes actions that can be triggered at different times during its life cycle.

If the Task SLA does not reach the condition, the task is marked “breached”.

SLA definitions are represented by a record stored in the SLA [contract_sla] table.

23
Q

Nævn de tre typer af SLA’s

A
  1. Service Level Agreement (SLA)
  2. Operational Level Agreement (OLA)
  3. Underpinning Contract (UC)
24
Q

When defining a Service Level Agreement, there are many important fields, inculding:

A
  • Target
  • Duration type
  • Duration
  • Schedule
  • Timezone source
25
Q

Service Level Agreement (SLA) definition: Conditions:

A

START: Enables you to define the conditions under which the SLA will be attached.

PAUSE: Enables you to define the conditions under which the SLA will suspend increasing elapsed time.

STOP: Enables you to define the conditions under which the SLA completes.

RESET: Enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached.

26
Q 
Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?
A: Order Guides
B: Request Types
C: Variable Types
D: Related Lists
A

C: Variable Types

27
Q

Match the definition with the correct answer:

1: It is extended but itself is not extending another table
2: It exists in the base system
3: It is created and does not exists in the base system
4: It is a Child Class

A: Base Table
B: Core Table
C: Extended Table
D: Custom Table

A 
1 = A
2 = B
3 = D
4 = C
28
Q

How do Reference Fields work?

A

Den opbevare sys_id’et som henviser til en post i en referet tabel

29
Q

Sand/falsk

Access conrtrol rules can only be set at the row level

A

False

30
Q

Name the 3 access control rule types

A
  • Table.none
  • Table.field
  • Table.*
31
Q

Import sets use what feature to match data from the source table to the target table

A
  • Transform Map
32
Q

Hvad står CMDB for?

A

Configuration management data base

33
Q

What can be added to the knowledge base til at bestemme hvem der kan se hvad

A

User criteria

34
Q

Hvad er et Service catalog?

A
  • Det er et ordre system hvor vi kan bestille services og produkter
35
Q

Vi kan dele variable set mellem catalog items? SANDT/FALSK

A

Sandt

36
Q

Hvad er de tre stadier et workflow kan være i?

A
  • Checked out
  • Published
  • Un published
37
Q

En workflow context er den nuværende published workflow model tilgængelig for brugerne. SANDT/FALSK

A

Falsk

38
Q

Hvilke 3 typer af SLA?

A
  • SLA
  • OLA
  • UC

ServiceNow Fundamentals (5 decks)

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