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ServiceNow - CSA Exam Overview, Exams of Business Economics

International Business CollegeBusiness Economics

An overview of ServiceNow, a cloud-based computing model that provides the infrastructure needed to develop, run, and manage applications. It explains the popularity of ServiceNow, its single data model, three workflows, and the ServiceNow Service Automation Platform. The document also discusses the ServiceNow Classic Mobile App, Service Portal, instances, load-balanced instances, and ServiceNow's multi-instance architecture. It concludes with a discussion of user authentication and multi-provider single sign-on.

Typology: Exams

2023/2024

Available from 10/24/2023

DrShirleyAurora
DrShirleyAurora 🇺🇸

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ServiceNow - CSA exam
What is ServiceNow? -
            a platform; a piece of technology that lets people automate workflow in a business
Why is ServiceNow so popular? -
            Simplicity and Customizability.
The Now Platform® provides -
            an Application Platform-as-aService (aPaaS), a cloud-based computing model that
provides the infrastructure needed to develop, run, and manage applications
ServiceNow's single data model... -
            integrates easily with other enterprise systems and supports a wide variety of plug-and-
play applications.
ServiceNow's three workflows -
            IT, Employee, and Customer workflows
ServiceNow Service Automation Platform is a leader in -
            Enterprise Service Management (ESM)
the ServiceNow Service Automation Platform provides -
            a modern, easy-to-use, service management solution in the cloud allowing your
organization to automate manual repetitive setup tasks (workflows), manage your core IT
processes, standardize service delivery, and focus on your core business, not just ITSM
infrastructure.
ServiceNow provides all of this to users from a -
            configurable web-based user interface, built on top of a flexible table schema
The ServiceNow platform and the applications that run on it use a -
            single system of record and a common data model to consolidate your organization's
business processes.
Another advantage to this single system is that it -
            can be leveraged to build custom applications.
The Now Platform® User Interface is the primary way -
            to interact with the applications and information in a ServiceNow instance
The ServiceNow Classic Mobile App (currently available in the Google Play Store and iTunes)
provides the user with the ability to: -
            • Respond quickly to requests, no matter where they are • Stay informed with real-time
updates and information • Access the Service Catalog • Use Connect Chat to collaborate with
others
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ServiceNow - CSA exam

What is ServiceNow? - a platform; a piece of technology that lets people automate workflow in a business Why is ServiceNow so popular? - Simplicity and Customizability. The Now Platform® provides - an Application Platform-as-aService (aPaaS), a cloud-based computing model that provides the infrastructure needed to develop, run, and manage applications ServiceNow's single data model... - integrates easily with other enterprise systems and supports a wide variety of plug-and- play applications. ServiceNow's three workflows - IT, Employee, and Customer workflows ServiceNow Service Automation Platform is a leader in - Enterprise Service Management (ESM) the ServiceNow Service Automation Platform provides - a modern, easy-to-use, service management solution in the cloud allowing your organization to automate manual repetitive setup tasks (workflows), manage your core IT processes, standardize service delivery, and focus on your core business, not just ITSM infrastructure. ServiceNow provides all of this to users from a - configurable web-based user interface, built on top of a flexible table schema The ServiceNow platform and the applications that run on it use a - single system of record and a common data model to consolidate your organization's business processes. Another advantage to this single system is that it - can be leveraged to build custom applications. The Now Platform® User Interface is the primary way - to interact with the applications and information in a ServiceNow instance The ServiceNow Classic Mobile App (currently available in the Google Play Store and iTunes) provides the user with the ability to: -

  • Respond quickly to requests, no matter where they are • Stay informed with real-time updates and information • Access the Service Catalog • Use Connect Chat to collaborate with others

The Service Portal provides a user-friendly self-service experience by providing access to specific features using widgets. When accessing the portal via web browser, https://.service-now.com/sp> users can: -

  • Upload images and attachments • Sign documents • Take surveys When you are accessing ServiceNow, you are accessing an - instance of the platform. An organization can have how many instances? - several instances and each instance is a single implementation of the ServiceNow platform. An instance is ... - Independent, changeable, and highly configurable. Not shared with other ServiceNow customers (single-tenant) Your data isn't mingled in the same database as another organization's data. Each instance has applications. Each instance has customer data that can be exchanged between instances. Upgrades are made on individual instances. A load-balanced instance is located (hosted) where? - in one of the ServiceNow Data Centers around the world, or for a very small percentage of our customers, onsite at the customer's location. ServiceNow utilizes what type of architecture? - an advanced, multi-instance, single-tenant architecture as the default, meaning an instance features an individually isolated database containing data, applications, and customizations. The ServiceNow multi-instance architecture advantages: -
  • allows ServiceNow to perform actions on individual customer instances such as performing an upgrade, on a schedule that fits the compliance requirements and needs of your enterprise. • Data isolated in their own databases, making hardware and software maintenance easier to perform and issues can be resolved on a customer-by-customer basis Each customer organization receives two instances of ServiceNow: - production and sub-production They have the ability to obtain additional sub-production instances to be used for - User Acceptance Testing (UAT), Review, Development, or Quality Assurance (QA). the first level of security applied for accessing data in ServiceNow - User Authentication Local database: - The user name and password in their user record in the instance database
  • Multi-provider Single Sign-on: -

user hierarchy, and a user is part of a group There are four components in the application navigator which help a user find information and services: -

  • Filter navigator • All applications • Favorites • Your history An application is - a group of modules, or pages, that provide related information and functionality in an instance The Application navigator is - a list of available applications and their corresponding modules. Double-click the All applications icon to - expand or collapse all applications in the navigator Using the Filter navigator, a user can: - Quickly navigate to applications or modules by typing all, or part, of the application or module name (e.g. Typing ge ba in the filter navigator displays the Knowledge Bases module) Navigate directly to a table using: •.list - displays a list of records in the table •
    .form - displays a blank form for creating a new record in the table