MISC-ALL Flashcards
1
Q
Where are instances hosted? elaborate
A
Instances are hosted in data centers which are installed in pairs
2
Q
What is serviceNow built on?
A
Service now is built from the ground up with ITIL version 3 as a blueprint
3
Q
What is ServiceNow?
A
A cloud based computing model that provides the infrastructure needed to develop, run, and manage applications.
ServiceNow provides a single system of record through one user interface for all the organization’s activities that make use of the system.
4
Q
What are some of things ServiceNow is capable of doing?
A
data collection, storage, workflow automation and reporting.
5
Q
what does an instance contain?
A
Data, applications and customizations reside in a unique software stack called an instance.
6
Q
What is ITIL 3 ?
A
ITIL v3 is the third version of the Information Technology Infrastructure Library, a globally recognized collection of best practices for managing information technology
7
Q
What does an admin have access to?
A
All system features, functions and data.
8
Q
What do ITIL service desk technicians do?
A
Carry out tasks related to incidents, problems, and changes.
9
Q
Each role has a customized homepage. Who can configure these customizations?
A
System admin as well as individual users.
10
Q
What is the ITIL users job?
A
To resolve incidents
11
Q
What is connect chat?
A
A real time messaging tool that enables you to chat with individuals and groups, quickly share files and collaborate on records in the system.
12
Q
What can a user do with system settings?
A
Users can personalize the user interface for themselves in each of these categories without affecting other users
13
Q
What is a service catalog?
A
A collection of products and services, organized by categories in one location
14
Q
Whitelisting?
A
Whitelist a range of IP addresses to allow us to interact with services outside our company firewall.
15
Q
What is a stage field?
A
The stage field lists and tracks the status of the tasks in the request fulfillment workflow.
16
Q
Where can your ordered items be tracked?
A
The requested items module.
17
Q
Process of reporting an issue
A
Service catalog - > “How can we help you” – > “report an issue” / “Create and incident”/ “Report performance problem”/ “Report outage”
18
Q
Can you report and track issues with Service Portal?
A
Yes
19
Q
Can you track your open incidents in the ServicePortal homepage?
A
Yes
20
Q
What happens if you’re viewing an incident at the same time that it is being updated?
A
The updates are displayed dynamically.
21
Q
A notification is sent to you by default anytime a comment is added to your incident. True or False?
A
True.
22
Q
What is the best way to share an article?
A
Copy its permalink and paste in an email or another KB article or elsewhere.
23
Q
Who can Edit or delete knowledge based questions?
A
The question owner and knowledge managers
24
Q
What are the advantages of the ServiceNow multi-instance architecture?
A
- ) You orgs data is truly isolated making hardware and software maintenance on these customer instances easier to perform and issues can be resolved on a customer to customer basis.
- ) The multi instance architecture allows us to perform actions on individual customer instance.
25
Where can you check the real availability of an instance?
The HI service portal
26
What do you use to integrate with single sign on services?
SAML 2.0
27
What does Incident management do?
Allow your org to handle unplanned service disruption and restore normal operations.
28
Problem[application] management ?
you can reconcile multiple incidents into a single problem to determine their roots.
29
Change management?
Allows you to reduce risk for changes and affected business services
30
Users can right click any list and generate graphs. True or False
True
31
Performance analytics?
Provide snapshots of data over time
32
You can add reports and performance analytics on any homepage. True or False
True
33
What is the ServiceNow MID server?
facilitates communication and movement of data between the platform and external applications, data and services
34
How do you back up your custom applications in the cloud?
Publish them in the application repository.
35
What are reference fields?
They reference data from another table.
36
What is a base class?
When a table is extended, but is itself not extending another table, it is called a base class. E.g. the Task table is both a parent class and a base class.
37
A child table does not contain fields that are unique to that child class (apart from inherited fields). True or False
False
38
Each record in the child class exists with the same sys_id in both the child class and the parent class. True or false?
True
39
if a record is deleted in one class, it doesn't get deleted in the extended or extending tables that contain the same record. True or false
False
40
Tables that exist in the base system are called?
Core tables
41
Why would you add new users in HI ?
1. ) Checking the real availability of your instances over the last 90 days
2. ) Submitting requests via the service catalog.
3. ) managing existing incidents, change requests, enhancement requests and problems
42
HI is also called
Customer support portal.
43
What does "elevate role" do for a system admin ?
Grants modification access to high security settings, and the access controls list(ACL).
44
System settings is where individuals personalize the user interface for themselves. True or false
True
45
Where can global configurations be made by the system admin?
The basic configuration in the System Properties application.
46
Where can an admin change the logo and banner?
in "basic configuration" in the System Properties application.
47
Can we make a filtered list a favorite? if so, how and what else can you add to favorites?
Yes. By dragging the breadcrumb into the favorites section in the application navigator. We can do the same with individual records.
48
What is a list?
A list displays records from a data table.
49
You cannot favorite a list of records with filters applied. True or False?
False
50
You can save a particular filter and access it via the list menu. True or False
True
51
How many levels of list control do context menus provide? and what are they?
3. The list title menu, the list column context menu, the list fields context menu
52
_________ is a collaboration tool with a special user interface for presenting the tasks in the list
The visual task board.
53
The visual task board is only available on lists of what incidents?
Task records, like incident, problem or My work
54
The ______ option (in a list column context menu) allows you to insert new records or update existing records in a list.
Import
55
With export, you can save all currently displayed records and columns in several formats, what are they?
Excel, PDF, CSV
56
We use _____ to make REST API calls to the instance
sys_id
57
You can configure what to display in the activity list. i.e. if you add 'Watch list' to the activity list, you can see any changes to the watch list in the activity list. True or False
True
58
Comments are visible by all users. True or False?
True
59
Work notes are only viewable by
The IT team and Admins.
60
What is Incident management?
It is the ITSM process aimed at restoring service operation as quickly as possible and minimizing business impact.
61
What are ITIL users often referred as?
Actioneers or fulfillers
62
What incident related tasks would an ITIL user preform on a typical day?
- Identification and classification
- Initial support
- Investigation and diagnosis
- Resolution and recovery of the service or workaround
- Incident closure, ownership, monitoring, tracking, and communication
63
You can attach a related knowledge based article to an incident to help design a solution. True or False
True
64
_____ needs to be filled in for an incident to be resolved
Resolution information/ Closure information
65
What are SLAs?
They are agreements between a customer and service provider that define scope, quality and speed of the services being provided
66
Other than priority what should be considered a factor when deciding what to work on next?
SLAs
67
In an emergency, you can create a change request from an incident. True or False
True
68
How do you create a problem from an incident?
Form menu - > create problem
69
How do you create a change request from an incident?
Form menu - > create emergency change
70
What happens when you create a problem from an incident?
The (same)incident form changes to a problem form.
71
If an incident is made a problem, where in the incident record can you find the problem details?
Related records.
72
In what module can users of the ITIL role find dashboards or incident summaries?
Overview
73
Where do you start (step 1) setting up your instance? i.e. branding your instance? i.e. banner image, caption etc
Basic configuration
74
What the step 2 of setting up your instance and how do you do this?
enable inbound and outbound email. You can access this in the email properties module in the System Properties application
75
What the step 3 of setting up your instance and how do you do this?
Customize the log in/Welcome page. You can do this via the "Welcome page Content" in the System UI application. You can also access the ITSM guided setup to help you setup your instance.
76
How do you control what modules are accessed by your organization ?
System definition > Application menus > Form page > list of modules> set to false.
77
How do you make applications accessible to specific roles? i.e. assign roles to applications
System definition > Application menus > Roles > assign
Same goes for modules.
78
How are applications arranged in the application navigator? and how can we change them?
They are arranged by their order number.
We can access them by,
System definition > Application menus > changes the order number from the list menu.
79
Configuration item fields you just add to a form view are not editable by default. True or False
False
80
How do you make a field value default? i.e. Category is Hardware by default.
Configure>Form Design > click the gear icon > set default to "Hardware"
81
What do you add to a form to provide additional information or instructions to users
Annotations
82
What is a complex form element that can display items related to the current record. i.e. attached knowledge formatter, etc
A Formatter
83
How do you add related lists?
Configure> related lists
84
Where do IT staff monitor important information about data in the system ? i.e. summary information that is visualized?
Overview
85
Users with what roles can edit widgets in an overview page?
Admins
86
What are business rules?
Business rules provide business logic to automate processes in your servicenow instance.
87
Most business rules run before or after a user submits or updates a form. True or False.
True.
88
What are 3 properties of a business rule?
- Automatically propagate to child tables.
- Business rules can also reach fields of reference tables.
- Allow running arbitrary server side scripts
89
Describe on Insert
Runs only once when the record is initially created
90
Describe on update
Runs each time the record updates.
91
Describe insert and update
Runs when the record is initially created, and each time the record updates.
92
How do you find existing Business rules ?
System Definition > Business Rules
93
What are inbound email action?
Actions the system takes in response to messages from users.
94
What do inbound email actions let users do?
Creating or updating an incident or change request.
95
Who controls what the system looks for in each message and the actions the system takes in response?
System admin
96
Where can you see these automated system actions? (inbound actions)
System policy > Email > inbound actions
97
How does a system admin see a list of catalog items?
Service catalog > Catalog definitions > Maintain items
98
What are record producers?
The simplified incident forms that an end user fills to report an issue via
Service Catalog > Can we help you? > Report an Issue
They are a type of catalog item allowing users to create a record, such as an incident record, using a simplified form
99
How do you see the list of record producers?
Service Catalog > Catalog definitions > Record Producers
100
What is the one difference between catalog_admins and admins when it comes to Service catalogs?
catalog_admins can manage all aspects of the Service Catalog application, just like the system admin, but they can't do scripting functions
101
What can Catalog managers do?
They can edit and update service catalog categories and items as well as assign catalog editors or assign a catalog to a different manager
102
Difference between catalog editors and catalog managers?
Same except catalog editors cannot reassign the catalog manager.
103
What roles can create and configure categories in any service catalog and add items into them?
Admin and catalog admins.
Catalog managers and catalog editors can also do this but only within the catalogs to which they are assigned.
104
How does an admin manage service catalogs categories?
Service catalog > Catalog definitions > Maintain catalogs
105
It is best practice to space order numbers far apart. True or False
True
106
What application do Record producers belong to ?
Service Catalog
107
Variables vs Templates
Variables are used to collect input from the user.
| Templates assign static values to all records generated by this record producer.
108
What does "Map to field" do?
It causes the variable value to be saved in a specific field of the record.
109
Workflow vs Execution plan?
Execution plans enable you to define simple linear processes consisting of a set of tasks.
Workflows are for non-linear, more complex processes.
110
Who can create execution plans?
Admins and Catalog admins.
111
How do you create an Execution plan
Service Catalog > Catalog Administration > Execution Plans
112
What workflow activity do approval and rejection belong to ?
Set Values
113
Explain the differences between the 2 types of sources used to create reports? i.e. Table and data source(a.k.a report source)
If using a table, the report creator must provide all the conditions for each report. This cannot be reused in other reports.
A data source - defines a standard set of conditions for querying a particular table, which can be re-used in other reports.
114
What are client scripts?
Typically used to tailor forms to the current user and conditions.
115
Client scripts control forms and their fields and values through an api called?
GlideForm
116
How do you add annotations?
Form Design > drag and drop
117
What are variable sets?
In a variable set, we define the variables once(an insurance checkbox, 1tb Hd, etc) and then we can add them to any number of items that can share that variable. This will prevent re-ordering the same item.
118
Phases of a knowledge article?
Draft-> Review-> Publish-> Retire
119
Anyone can access ESS. True or False
True
120
_____ module is used to send information about your machine to the help desk
Help the help desk
121
Where can the Visual task boards module be found?
Self- Service.
122
Where can we find the ESS record?
Content management > Sites
123
The Collaborate application is a ___
social networking application with live feeds, tags, etc.
124
What do you do if you want to see a number of system statistics, including the system version?
Type "stats.do" in the app navigator
125
What is the Service now HI portal used for?
Manage instances - request upgrades, request clones, create incidents, etc
126
How would an admin upgrade an instance?
Make a request through the ServiceNow HI Portal
127
Only admins can see the response time indication(timer). True or False
True
128
Where can we access the file attachment settings, file attachment size, remember me checkbox(for login), etc?
System properties > Security
129
What is a workflow?
Visual representation of a defined process.
130
A workflow instance is called a _____
Context
131
Workflows in the published state can still be modified. True or False?
False.
132
You must ______ a published workflow to make changes to it
Checkout
133
______ option catches any errors in the workflow.
Validate workflow
134
Where can you find and create workflows?
Workflow editor
135
Where can you find all instances of a workflow?
All contexts
136
What are import sets?
Import sets provide a way to import data into a staging table and then transform or cleanse the data before it is stored in a desired target table.
137
What do transform maps do?
They map data from its source table to its target table.
138
Client scripts run on:
Load, Cell Edit, Change, Submits
139
SLAs consist of what conditions?
Start, pause, stop, reset
140
When do Business rules run, and on what database actions?
before, after, async, display.
| Insert, update, query, delete.
141
Typically, you should use query for 'After' business rules. True or False
False
142
What are the 3 types of changes which co-relate to three separate workflows?
Routine change, emergency change, comprehensive change.
143
What can you do with the Risk conditions module?
This is where the values calculated by the risk functions are defined.
144
What is a configuration item? (CI)
A configuration item is any component that needs to be managed in order to deliver an IT service.
145
What is created when a user requests an item in the service catalog?
A Parent request record and then for every subsequent item, a "request item record"
146
During transform, the system uses the ______ rather than the _____ to map data.
Values, labels
147
What are gauges?
Lists or reports on the homepage.
