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ServiceNow GRC and more > Admin prep deck > Flashcards

Admin prep deck Flashcards

1
Q

What is a record producer?

A

This is found in the service catalog and is a means of creating a task-driven record in the ServiceNow database

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2
Q

What two places in the system can reports be created ?

A

view / run and context menu

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3
Q

What is a workflow canvas used for?

A

This is a work area to develop workflows

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4
Q

What are examples of basic workflow activities

A

Approval, notification, task

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5
Q

How is data being brought into serviceNow

A

Import sets

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6
Q

Which client log transaction variables can list calculations be performed on?

A

Browser response time, network response time, and server response time

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7
Q

What type of objects would you see in the Service Catalog

A

Items, Record Producers, Order guides

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8
Q

True/False - Users are able to manage their roles under User Administration > user prefernces

A

False

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9
Q

In which table are user records stored

A

sys_user table

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10
Q

In which table are group records stored

A

The Group Table (sys_user_group)

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11
Q

Which of the following are not captured in Update sets?

Business Rules, Fields, Tables, User Records

A

User records

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12
Q

What are knowledge bases used for?

A

For users to create, manage, view and delete knowledge articles

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13
Q

After you set a coalesce field, what happens when you run your transform map?

A

The system will check to see if there’s a match to the coalesce field. If there is a match, the system will update the record, if there is no match, the system will insert a new record.

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14
Q

True/False - When an ACL rule is being run, the system will verify table-level rules first, then row or field-level rules second

A

False

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15
Q

What’s a metric

A

A measurement of the effectiveness of ITIL processes

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16
Q

What is CMDB?

A

Stores intangible and tangible business assets

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17
Q

What types of policies and interactions are run on the client side (browser)? Choose 3: UI actions, Business rules, Client Scripts, UI Policies

A

UI action, Client Scripts, UI Policies

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18
Q

Which of these statements are true about data records:

  1. They are not captured in update sets
  2. They are not included in update sets
A
  1. They are not captured in update sets
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19
Q

What is an event

A

An event is an indication to the ServiceNow processes that something has occured

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20
Q

What is a notification?

A

Notifications are communications sent at defined points in time to defined users/ groups relaying information

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21
Q

True/False - a user is added to a group that has roles that contains other roles within it. Any user added to that group will inherit all the roles contained within the groups role.

A

True

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22
Q

Where is the global search bar located

A

Banner frame

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23
Q

What is the application navigator used for?

A

To dynamically filter applications and module results

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24
Q

In service catalog, how are workflows used

A

To drive complex fulfillment processes including sending notifications to defend users and groups

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25
Q

How are import sets managed?

A

Create import set, create transform map, run transform map

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26
Q

Do you set your coalesce values before or after running the transform map?

A

Before

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27
Q

What does SLA stand for and what is its definition

A

Service Level Agreement - Defines a set amount of time for a Task to reach a certain condition

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28
Q

What does OLA stand for and what is its definition?

A

Operational Level Agreement - like an SLA but an agreement made within a department (example IT) around how and when they will deliver processes they are responsible for.

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29
Q

Where would you go to find the version in which your ServiceNow instance running on?

A

System Diagnostics > Stats > Stats

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30
Q

How to users get roles? from the groups that the user belongs to or from the system administrator

A

The group(s) that the user belongs to

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31
Q

What is the name of the ServiceNow search engine

A

Zing

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32
Q

Order # vs Item #: If you have several items within your shopping cart, will they have one number or several?

A

The shopping cart will have a single request number and multiple item numbers

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33
Q

True/False - The elements within a Workflow canvas are called activities and transitions

A

True

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34
Q

What is the difference between a Data Policy and a UI Policy?

A

Data policy runs on the database while a UI policy runs on the client (browser). Data policies enforce data rules across many applications and for data being imported into ServiceNow from an outside system. UI policies run on the form only and are used to show/hide, make mandatory or make read-only based on certain conditions.

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35
Q

Where do you go to figure out whether you’re working in an upgraded instances

A

system logs > Events and then find the event system.upgraded

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36
Q

How do you change the order of variables within a list

A
  1. Double-click the order field field and modify the order (list edit) or
  2. Click into the form and modify the order
37
Q

If you have a table “cmdb_ci_app”, does this indicate that it is an extended table or a child table to the core cmdb_ci table

A

Extended

38
Q

What is a breadcrumb used for?

A

To retrieve and display only the specific data that you need

39
Q

True/False - The gear (cog) icon located at the top left of any list of records can be used to modify the default view for anyone viewing that list of records.

A

False - the gear icon is used to ‘personalize’ your view of column headers for a particular list of records. Using configure > list layout to will allow system administrators to configure the default column headers for anyone viewing that list of records.

40
Q

Where do additional comments go once they are saved on a record?

A

The Activity log (or activity Stream for a ticket)

41
Q

Where would you find the work notes section on a given record?

A

Usually located below the additional comments section (above the activity log)

42
Q

What type of field is the additional comments field?

A

Journal Field

43
Q

What are the two elements that make up the workflow editor?

A

The canvas and the palette

44
Q

If three different people are working on the same field in a table in three different update sets, and those update sets are merged, what happens with those configurations to that one field?

A

They are all added to the merged update set.

45
Q

Can you coalesce multiple fields at once

A

yes

46
Q

If an application doesn’t show up in the application navigator, what could be the cause?

  1. ACL
  2. Role-based security
  3. SSO Issue
A

Role-Based security

47
Q

Can a knowledge base have multiple catagories

A

yes

48
Q

What do new data recrods, CIs, and home pages have in common

A

They are not captured in update sets

49
Q

Can a service catalog have a workflow?

A

Yes

50
Q

True/False - End Users can add work notes to a record

A

False - work notes are only for internal (analyst) use. End Users can add additional comments to their submitted records.

51
Q

What is a Configuration Item (CI)?

A

Any computer, device, or piece of software in the CMDB. A CI’s record includes all relevant data, such as manufacturer, vendor, and location.

52
Q

True/False - When upgrading your instance, any record that has been customized by the customer from its base state will persist to the new version.

A

True

53
Q

Which of the following tables has been created by a user?

  1. cmdb_ci
  2. sys_user
  3. u_business_groups
  4. incident
A
  1. u_business_groups
    We know this because all tables that are created by the customer(or user within the system) have a u_ preceding the table name.
54
Q

True/False - The baseline update set is a catch all for configurations made in the global application scope

A

False - the correct term is “Default Update Set” is a catch-all for configurations made within any application scope

55
Q

The main ui is divided into what three sections

A

Banner frame, Application navigator, and content frame

56
Q

What does the application navigator contain

A

Provides links to all application menus and modules

57
Q

What are the 5 ways you can search in servicenow

A

Lists, Global text search, Knowledge base, navigation filter, live feed

58
Q

Where would you change the banner icon and text

A

System properties > my companies

59
Q

What are the two key tables in the CMDB

A

cmdb_rel_ci and cmdb_ci

60
Q

What does a list display?

A

It displays information in a table, organized in sortable columns

61
Q

What does a form display

A

Displays information from a record

62
Q

What is a sys_id?

A

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

63
Q

What is the best practice for assigning roles?

A

Assign roles to groups and then add/remove people from groups to inherit/remove roles

64
Q

What does the gear in list view allow you to do?

A

It’s a slush bucket that allows you to add or remove columns just from your view

65
Q

What do plugins do?

A

They provide additional optional functionality

66
Q

What does the system administrator role have access to

A

All system features, applications, functions, and data

67
Q

Where can you get a list of existing tables, with column, column attributes and indexes?

A

Tables and Columns

68
Q

What is a best practice when importing data into ServiceNow?

A

Remove obsolete data

69
Q

How are tables related to each other?

A

One to many, many to many, extensions, db views

70
Q

What is an extended table

A

It’s a table that includes all the entries from the parent table and unique values

71
Q

What related tables does the schema map show?

A

Class extension or reference

72
Q

What is the app creator?

A

It allows citizen developers to create apps

73
Q

What are the two major base tables in ServiceNow?

A

[task] and [cmdb_ci]

74
Q

What is an import set?

A

It’s a tool used to import data from various data sources, and it maps that data in servicenow tables

75
Q

What are the major components of the ServiceNow Service Catalog

A

Record producers, catalog items, order guides

76
Q

What does the mapping assist utility do for an import set?

A

It let’s you align what fields are going with what

77
Q

What is a variable set?

A

It’s a container with variables. You can reuse the sets

78
Q

When does a workflow end?

A

When it reaches the End activity

79
Q

What is an order guide?

A

It allows users to order everything they need for one particular type of user

80
Q

What is a data policy

A

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

81
Q

Where do UI policies run

A

On the Client Side (Browser)

82
Q

What is a UI action

A

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

83
Q

True/False - business rules are real time

A

false - they are not real time. They do not monitor fields on a form; they monitor records as they are inserted or updated

84
Q

What is an access control

A

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

85
Q

ACLs can be defined what three ways

A

Conditional expressions (if this then), Scripts, and Roles

86
Q

What 3 security modules does an admin use

A

System properties > security; system security > access control; system security > high security settings

87
Q

What security role does an admin need in order to manage ACLs?

A

security_admin

88
Q

True/False - notifications are comprised of static text statements

A

False - Notification messages can be made up of static text as well as dynamic fields

ServiceNow GRC and more (23 decks)

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