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ServiceNow Certified System
Administration
A map to determine relationships between fields displaying an Import Set to fields in an existing table - What is a Transform Map in ServiceNow? Self-Service - What application is available to all users? Modify the order field - How do you change the sort sequence of fields or tasks? Record List Form Tables and Columns - In which three places can Tables and Fields be viewed and manipulated? Click arrow next to breadcrumb in list - Where do you change the Smart Filter Condition Builder? Click List Mechanic gear above check boxes - How do you display the slushbucket? A view - What do you call a saved version of a personalized form? Click on the table name at the top of a list and select filter - How do you apply a saved filter? A Form - What displays fields from one record and can be used to edit the record data? Light red - required but has a saved value. Green - Modified field content - need to save. Red - Required and needs value. Orange - Read-only - What are the field status indicators? Invalid data or mis-typed word - What does a red-dashed line indicate? Submit - What do you click to save changes on a new form and return to the previoiusly viewed page?
Update - What do you click to save changes on an existing record and return to the previously viewed form? Right click form header and click save - What do you click on to save changes without leaving the form? Insert or Insert and stay - What do you do to save a new record to the db instead of updating the current item? UI Policy - What is a rule that applies to a form to dynamically change form information on the form itself? Data Policy (not used much) - What enables admins to set mandatory and read-only states for a field? UI Actions - What do you use to put buttons, links and context menu items on forms and lists? A Business Rule - What is a control that applies permissions, sends notifications and triggers other processes when a record is displayed, inserted, updated or deleted or when a table is queried? When accessed through the form - Client scripts only apply when? Globally - Business Rules apply when? When you can use UI policies or Access Control Rules - When SHOULDN'T you use client scripts? onCellEdit onChange onLoad onSubmit - Client scripts can be executed in four ways. What are they? No, but they can be disabled - Can plug-ins be removed? Record list view Schema map Tables and Columns module -
What is a BSM map? A role that has special permissions for the duration of the log in session - After the High Security plugin is activated, a security_admin privilege is created. What is an elevated privilege? security_admin - To access the control list you have to have which access? In the User sys_user table - Where is the user record stored? Sys_user_group table - Where are groups stored? Sys_user_role table - Where are roles stored? A role - What is a collection of permissions to grant access and assign security? System Admin Specialized Admin ITIL ESS - Name the four built-in roles? All the permissions of any other roles it includes - What does a role inherit? Assign users to groups, map roles to groups. Don't map roles to users. Apply general roles to large groups and specific roles to smaller groups - What is best practice for users/groups/roles? System (username/pw) Applications and Modules (Roles) Tables and Fields (System Properties/ Access Control) - What are the 3 levels of Access? Access Control in Tables and Fields - Where are row and column security set? System Property in Tables and Fields - Where is Table security set? Conditional Expressions
Scripts Roles - What are the three ways Access Control Rules are defined? ACL - What is the list of all Access Controls for a table? A security rule defined and set at the row and column level - What is an Access Control? Specific to general if all conditions are true (Conditions, Scripts and Roles) - What is the Access Control evaluation? Start condition Stop condition Pause condition - In a SLA Definition, which one is a condition that will trigger an SLA? Draft Review Publish - What is the sequencing of publishing an Knowledge Article? Manually From the Service Catalog with a Record Producer Automatically from events From existing Incidents or Tasks - Name 4 ways the Knowledge Base can be populated? Topics Categories Articles - What is the Knowledge base hierarchy? Roles - How do you protect KB articles? Make it public and protect with roles - How do you allow users to access KB without logging in? Event - What do you call an indication to the SN processes that something notable has occurred? User actions Scripts(Business Rules/Workflows) - What can cause events?
SLA Workflow SLA Automation (Business Rule and scheduled job) - What are the four major components that power SLA? SLA Operational Level Agreement(OLA) how departments work together Underpinning Contract(UC) outside suppliers - What are the three types of SLA? Start Stop Pause - What conditions define an SLA? Customizations - What is another name for Customer Updates? Variable Types - Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow? Approvals Notifications Task - What are the 3 basic components of Workflow? Utilize he Graphical Workflow Editor - How do you modify or create a Workflow? Utilize the Graphical Workflow Editor - How do you modify or create a Workflow? Service Catalog - What is a robust ordering system for services, hardware and software and the central repository of goods and services that an IT service desk provides for users? Record Producers Items Variables Order Guides Workflows - Name the major components of Service Catalog? REQ
RITM
Catalog Task Assignment Group - Name some of the various items that orders from Service Catalog generate? A modular unit of variables that can be shared between catalog items - What is a variable set? Define an order guide Group items in order guide Use questions to present item options - What are Service Catalog best practices? Waiting for approval Fulfillment Delivery Completed Or Request canceled - What are the 5 workflow stages? Approval Notifications Tasks - What 3 basic components are generated and assigned by workflows Approvals Conditions Notifications Tasks Timers Utilities - Name the 6 workflow activities? Changes made to a form - By default in ServiceNow, what customizations are added to Update Sets? System Properties, then CSS Properties - Where do you go in SN to change the banner and colors? Import Set - What do you use to import data from various data sources and map data into SN tables? Transform map - What determines the relationship between the Import Set Table and an existing ServiceNow table?
SYS ID -
What is another name for the 32-character GUID? Breadcrumbs link underlined text criteria - What do breadcrumbs do? A list - What is it called when you display the contents of a table? Fields and Records - What are the components of a table? Fields and records - What are the components of a form? Client Side - Where are UI Policies applied? Buttons Links Context menus - What are the three types of UI Actions? onLoad onChange onSubmit onCellEdit - What are the four types of Client Scripts? sys_user_group - What table holds groups? sys_user_role - What table holds roles? Approvals, Notifications, Tasks, and Invites - What can be Delegated? Hint: ANTI Extensions One-to-many Many-to-many DB views - What are the four types of table relationships? The Schema Map is the Graphical Representation of Relationships between Tables. - What is the Schema Map?
Configuration Management Database - What does CMDB stand for? cmdb_ci - What table holds CI information? cmdb_rel_ci - What table holds CI relationships? Import Data - What do Import Sets do? Load data, create transform map, and transform data - What are the three steps in importing data? Makes the coalesce field a unique key - What does the coalesce option do in Import Sets? It is a repository of important information - What is a Knowledge Base? Publish - What step makes workflows available to users? System properties > CSS Properties - Where do you change banners and colors on your interface? Retrieve Preview Commit Apply - What is the Update Set run sequence? Transform Map - What provides a guide for moving data from import set? Modify the order field - How do you change the sort sequence of fields or tasks? Record list Forms Tables and Columns - Where can tables and fields be manipulated? Draft/Review/Publish -
REQ>RITM>TASK -
When you open a service catalog form and click on Order now button what gets created? Unit of variable which can be shared with catalog items - What is a variable set? Waiting for Approval Fulfillment Delivery Completed - What are workflow stages?
- Manually on the catalog item form
- Automatically, based on conditions
- Automatically, if no other workflow is attached - What are 3 ways by which Service catalog workflow can be attached Start Pause Stop - What are the steps of SLA? UI Policy and Client scripts run on client side Business Rules and Data policy run on server side. - What runs on client side and what runs on server side? UI Policy - How do you set read only fields? A piece of javascript configured to run when record is displayed, insterted, deleted, or queried - What is a Business Rule? System Properties>Security - Where do you limit attachments? When an event is fired - When is a notification sent? System Diagnostics>Upgrade History - What module tracks all UPGRADES to the system? Software as a Service - What is SaaS?
It takes you to the homepage - What is the functionality of the Home icon? Provide links to all applications and modules - What is the function of the navigator? The link that appear as underlined text to display content criteria - What are breadcrumbs? Mysearchitem% - What is the syntax to return the items that start with phrases? =mysearchitem - What is the syntax to return the items that equal the phrase sys_script table - Where are business rules stored? A record in the sys_user_role table - What is a role? System Administrator Specialized Administrator ITIL Employee Self-Service - What roles are provided by ServiceNow? Another user in the instance is designated to receive or interact with approvals and tasks assigned to you - What is a delegate? Discovery Import Sets Integrate with external CMDB Web Services Help the helpdesk Manual Input - What methods are available to populate CMDB? Manually From Service Catalog record producer/ Automatically from events From existing incident - How can KB be populated? Record Producers
