Module 2

Question 1

What is a set of installed applications on a ServiceNow instance, before any configuration or customization has been done?

Answer 1

Baseline implementation

Question 2

How do you activate applications and applications features?

Answer 2

• Plugins
• ServiceNow Store
• Request from ServiceNow

Question 3

What is a copy of a ServiceNow environment that is specific to a customer?

Answer 3

Instance

Question 4

How can you explore an application before purchasing?

Answer 4

• Use a personal developer instance
• Use a non-production instance

Question 5

Whats types of instances are there?

Answer 5

1. Production
2. Non-production
3. Development

Question 6

What is a configuration?

Answer 6

what adiministrators do in an instance. This primarily consists of things that can be done without code.

update list of categories on a form, add fields to form, configure lists views, create a service catalog and catalog items, extend a table for a new hardware class

Question 7

What is customization?

Answer 7

Customization is done when a customer requires additional functionalities that do not exist in the platform

Enhance a portal widget to display lists with complex access controls, add a table for special biling requirements

Question 8

Where do you go to update the logo?

Answer 8

All->System Properties->My Company

Question 9

What does Application Scoping do?

Answer 9

It protects applications by identifying and restricting access to application files and data
Administrators can specify what parts of an application are accessible to other applications.

Question 10

What are plugins and where can you find them?

Answer 10

They provide additional optional functionalities within a ServiceNow instance such as applications, workspaces, and demo data.

All->System Definition->Plugins

Question 11

What are the Persona Types in the platform?

Answer 11

1. System Administrator
2. Specialized Administrator (broad access but generally manage specific applications or functions)
3. Process User (have clearly defined paths and workflows and have 1 or more roles, including itil and approver_user)
4. Approver (have the approver_user role but no other roles)
5. Requester (they can make requests only on their own behalf and are not assigned roles)

Question 12

Who can the impersonator role impersonate?

Answer 12

Everyone but admins.

Question 13

What is a user?

Answer 13

An individual that has been granted access to your ServiceNow instance.

Question 14

What is a group?

Answer 14

A set of users who share a common purpose. They perform similar tasks and need access to similar information.
Users can be assigned to one or more groups.

Question 15

How can groups be created?

Answer 15

They can be imported from a corporate directory (LDAP) or created manually in ServiceNow.

Question 16

How do you create a new user?

Answer 16

All>User administration>Users and click “New”

Question 17

How do you add a group to your instance?

Answer 17

All>User administration>Groups
click “New”

Question 18

How do you add a user to a group?

Answer 18

In the Group Members related list, click “Edit” and select a name of your choice. One the user is added click “Save”

Question 19

What is a role?

Answer 19

A collection of permission used to grant access to applications and other parts of the platform, and to assign security rights.

Question 20

A role can:

Answer 20

• Be assigned to a group or a single user
• Contain other roles

Question 21

Can a user have more than 1 role?

Answer 21

Yes

Question 22

The catalog role has access to…

Answer 22

the Service Catalog application and its associated modules.

Question 23

user _ criteria _ admin role has access to:

Answer 23

2 modules:
All–>service catalog–>user criteria
Knowledge–> user criteria

Question 24

catalog_admin has access to…

Answer 24

all the applications and modules of both roles plus any permissions specific to the catalog admin role.

Question 25

Users without any assigned role permissions can access…

Answer 25

common actions such as:
* viewing a homepage
* accessing the Service Catalog
* viewing knowledge articles
* taking surveys

Question 26

What are the main Base System Roles?

Answer 26

• System Administrator (admin)
• Specialized Administrator (e.g. catalog_admin)
• Approvers (approver_user)
• ITIL (itil)-> can perform standard actions for an ITIL helpdesk technician. By default, only users with the itil role can be assigned tasks.

Question 27

How do you install a plugin?

Answer 27

All>System Definition>Plugins
Find in store
Request plugin