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ServiceNow GRC and more > ServiceNow Admin Study Guide > Flashcards

ServiceNow Admin Study Guide Flashcards

1
Q

What does MIST stand for?

A

Multi Instance, Single Tenant

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2
Q

What type of architecture does ServiceNow use?

A

Multi Instance, Single Tenant

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3
Q

What’s the benefit of MIST architecture?

A

It allows an isolated db and to upgrade different instances separately

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4
Q

How many instances does a customer get included?

A

2, Prod and subprod

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5
Q

What are the areas for the UI

A

Banner Frame, Application Navigator and Content Frame

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6
Q

What is the URL for the official documentation resoruce?

A

docs.servicenow.com

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7
Q

Where would users go to learn from other users’ real life experience?

A

community.servicenow.com

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8
Q

Where can someone go to find / share apps, dashboards, scripts, et at no cost?

A

developer.servicenow.com

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9
Q

where would someone go to find apps created by developers that may come at a cost?

A

store.servicenow.com

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10
Q

what are the two main ways to interact with data?

A

Lists and forms

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11
Q

What’s a list?

A

a list displays multiple records from a table at a time

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12
Q

What’s a form

A

a Form shows a single list record

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13
Q

What’s a context menu?

A

a pop up window with multiple selections

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14
Q

Where are context menus available?

A

List, Column and Record - available via right click

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15
Q

How do you add/remove fields to/from a form?

A

Context menu for Column, Form Layout or Form Designer

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16
Q

What are some things you can you do with a column context menu?

A

Quick report, export to excel, group

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17
Q

What does Service Now use as the text indexing search engine that performs all text searches

A

Zing

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18
Q

What are the 3 parts of a filter condition?

A

Field Operator Value (FOV)

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19
Q

What does the ITSM Guided Set up help with ?

A

Structured configuration activities for Company, Connectivity, People and entire processes such as Incident, Problem, Change, CMDB etc.

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20
Q

What’s the difference between Form Layout and From Design?

A

both allow you to show or add fields but layout is in slush bucket format whereas Form Designer is a wsywig editor.

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21
Q

How do you make personal modifications to your system?

A

Personalize List Columns (cog on far right)

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22
Q

What are some limitations in order to be able to personalize your own environment?

A

must be turned on by Admin. Cannot change order, add fields not configured to be there or hide mandatory fields

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23
Q

When saving a form, what does “Submit” do?

A

saves and returns to previous page

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24
Q

When saving a form, what does update do?

A

Updates record and returns top revious page

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25
Q

When saving a form, what does Save do?

A

Saves but stays on the form

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26
Q

How do you access “Save” ?

A

will need to use Context menu or right click or UI properties can turn on the button

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27
Q

what is a “role”

A

a collection of permissions used to grant access to applications or other part of of the system. It assigns security rights.

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28
Q

Can a role contain other roles and include access granted in any roles contained in that role?

A

yes

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29
Q

What does the Notes tab or a Task Record contain?

A

Work Notes, Additional Comments and Activity

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30
Q

What’s the different between Work Notes and Additional Comments?

A

Work Notes visible to all users with ITIL role, Additional Notes visible to all users, including Caller (customer)

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31
Q

What type of object is the Activity field?

A

A formatter; shows the complete history of the record

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32
Q

What are the 3 types of Visual Task Boards?

A

Freeform, Guided, Flexible

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33
Q

What’s the difference between Guided and Flexible Task board?

A

Guided modifies the records when you edit the cards; flexible does not

34
Q

What is the feature called for the heartbeat icon?

A

Connect Presence

35
Q

What does the Connect Presence feature do?

A

Shows who is viewing the record and allows you to work on the same record as someone else

36
Q

What is an event?

A

An event is an indication to SErviceNow process that something has occurred.

37
Q

What triggers an event?

A

user actions or scripts

38
Q

What triggers notifications?

A

an event

39
Q

What records all system events that occur within the system?

A

Event Log

40
Q

What can Admins specifiy when sending notifications?

A

When to send; insert, update or both; Who receives the notification, users, groups or both, and what is the content of the notification?

41
Q

What is dot walking?

A

the process of getting information from related tables by expanding reference fields

42
Q

What are the Criteria Assignment Rules that must be met in order to run?

A

Task has been created or updated - must be saved, a task record must be unassigned (cannot be used to reassign), the first rile that matches the table and conditions win.

43
Q

What happens if there is more than one Criteria Assignment Rule that is met?

A

The one with the lowest number wins

44
Q

Name the table:

CORE table for non-IT CIs. Label is Base Config Item

A

cmdb

45
Q

Name the table:

extends CMDB but also a CORE table. 1 of 2 key CMDB tables.

A

cmdb_ci

46
Q

Name the table:

defines relationships. 1 of 2 key CMDB tables

A

cmdb_rel_ci

47
Q

Name the table:

where are users stored

A

sys_user

48
Q

Name the table:

defines the groups of users

A

sys_user_group

49
Q

Name the table:

defines the roles of users

A

sys_user_role

50
Q

Name the table:

CORE table. [incident] and [problem] extend this table.

A

task

51
Q

Name the table:

defines sla’s

A

task_sla

52
Q

Name the table:

contains a record for each table.

A

sys_db_object

53
Q

Name the table:

for customization tracking.

A

sys_update_XML

54
Q

Name the table:

service catalog request

A

sc_request

55
Q

Name the table:

items added to the request

A

sc_req_item

56
Q

Name the table:

tasks created for the items, such as delivery or setup

A

sc_task

57
Q

what are the 3 attributes of a field?

A

label, name and value

58
Q

Where would you go to view, add or modify columns, define auto number format, make table extendable; launch the schema map, p open dictionary entries, delete all records from the table as well as the entire table?

A

System Definition > Tables

59
Q

Where would you go a view only list of all tables with column and attributes

A

System Definition > Tables & Columns

60
Q

Where would you got for a listing of records for all tables and table fields; manage how data is stored?

A

System Definition > Dictionary

61
Q

What is an import set?

A

a set of data to import

62
Q

what are the 5 different acceptable data sources for an import set?

A

JDBC, HTTP, Excel, CSV, XML

63
Q

What is the table used for staging when doing an import?

A

Import Set Table

64
Q

What provides a guide for which fields the data is stored in ?

A

Transform Maps

65
Q

Where will the data be stored when imported?

A

Target tables

66
Q

Is it possible to map a single source filed to multiple destination fields?

A

Yes

67
Q

How do you ensure you don’t get duplicate records when importing?

A

define a field to use the coalesce feature

68
Q

what provides a graphical representation of other tables related to a specific table

A

Schema Map

69
Q

TABLE TYPE

If a table is extended but itself is not extending another table, it is called a base table. Task is an example.

A

Base

70
Q

TABLE TYPE

Tables that exist in the base system. Task is an example

A

Core

71
Q

TABLE TYPE

A table that extends another table and inherits the fields of the extended table, but also has unique fields.

A

Child

72
Q

TABLE TYPE

The table another tables extends from. Task is an example

A

Parent

73
Q

TABLE TYPE

When you can create a new table that stands alone or extends another table

A

Custom

74
Q

TABLE TYPE

what will a custom table’s name start with

A

u_

75
Q

What is an Access Control Rule?

A

A security rule set a row and column level to limit access to any ServiceNow table and then field

76
Q

Each Access Control Rule species what?

A

the object being secured, the permission required to access the object and the operation

77
Q

What are the 3 permissions defined for an Access Control Rule to access the object?

A

Roles, conditional expressions, scripts

78
Q

Types of Access Control Rules

applies only to the field specified.

A

table.field

79
Q

Types of Access Control Rules

applies to every field on a record without a table.field rule

A

table.*

80
Q

Types of Access Control Rules

no specific field, so applies to all of the fields on the table

A

table.none

ServiceNow GRC and more (23 decks)

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