Question 1
Question
What is ServiceNow?
Answer
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Is a cloud-based platform deployed in a browser that contains application and data that can vary by instance and user, automating common business processes.
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Is a common propose such as users approving change requests or users receiving email notifications.
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Is the main way for users to interact with the application and information.
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Is a list of available applications and their corresponding modules.
Question 2
Question
three servicenow features
Question 3
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A collection of roles is a group.
Question 4
Question
Where is storaged the group table?
Answer
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sys_user_group
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cmdb_ci_group
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live_group_member
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sys_group_has_role
Question 5
Question
Which are methods to authenticate users?
Answer
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LDAP
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SAML 2.0
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Digest Token
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PAM
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Secure Shell
Question 6
Question
Where is storaged the user table?
Answer
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sys_user
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imp_user
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sys_user_group
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sys_user_role
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v_user_session
Question 7
Question
The User Interface is the main way for users to interact with the application and information in a ServiceNow Instance.
Question 8
Question
What is the Application Navigator?
Answer
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Is a list of available applications and their corresponding modules.
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Is a collection of modules
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Is a collections of permissions used to grant access to applications and other parts if the platform
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Iis a cloud-based platform deployed in a browser
Question 9
Question
An application is a collection of modules; modules and data that deliver a service and manage business process
Question 10
Question
Which are the three areas of the User Interface?
Answer
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Banner frame
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Application Navigator
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Content Frame
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Title Bar
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List Filter
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Field Values
Question 11
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A [blank_start]role[blank_end] is a collections of permissions used to grant access to applications and other parts if the platform, allowing users to perform actions with the platform.
Question 12
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A user can be assigned more than one role
Question 13
Question
- [blank_start]System Administration[blank_end]: The admin role provides access to all platform features, applications, functions, and data.
- [blank_start]Specialized Administrator[blank_end]: User with specialized administrator roles may manage specific functions or applications.
- [blank_start]Fulfiller[blank_end]: User with fulfiller (ITIL) roles may fulfil ITIL activities associated with the ITIL workflow, including incident and change management.
- [blank_start]Approver[blank_end]: Can perform all requester actions and allow users to view or modify approval records directed to them.
- [blank_start]Requester[blank_end]: Also now as Employe Self Service (ESS) user, these user do not have roles but can submit and manage their own requests, access public page, etc
Question 14
Answer
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Display a set of records from a table within the content frame of ServiceNow.
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List and forms are the most common ways to interact with data.
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A list display a set of records from a table
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Lists can be filtered and customized to display the information you need.
Question 15
Question
Each row represents one record and each column represent one field.
Question 16
Answer
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A View is a version of a customized list or form which defines the layout order and what field appear.
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Views enable users to quickly display the same list or form in multiple ways.
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A view display a set of records from a table within the content frame of ServiceNow
Question 17
Question
What is the correct name of the menu?
Answer
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List Context Menu
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Column Context Menu
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Record Context Menu
Question 18
Question
What is the correct name of the menu?
Answer
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List Context Menu
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Column Context Menu
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Record Context Menu
Question 19
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[blank_start]Breadcrumbs[blank_end] offer a quick form of filter navigation and are ordered from left to right
Question 20
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A [blank_start]filter[blank_end] is a set of conditions applied to a table to insulate a subset of the data to work with on a table.
Question 21
Question
Which are the three components of the filter condition?
Answer
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Field
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Operator
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Value
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Product
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Differentiator
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Label
Question 22
Question
A [blank_start]form[blank_end] display information from one record in a table. the specific information depends on the type of record displayed. Users can view and edit records in [blank_start]forms[blank_end]
Answer
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form
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table
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view
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list
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forms
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tables
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views
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lists
Question 23
Question
Is a form element used to display information that is not field in the record
Answer
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Formatters
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Templates
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Breadcrumbs
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Tags
Question 24
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A form to show or hide fields from a view, as well as change their position on screen
Answer
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Configuration Button
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Personalization Button
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Task Configuration
Question 25
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[blank_start]Templates[blank_end] allows fields to be populated automatically , simplifying the process of submitting new records
Answer
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Templates
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Formatters
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Breadcrumbs
Question 26
Question
What doing submit/update button?
Question 27
Question
Using the [blank_start]ITSM Guided Setup[blank_end], user can perform structured configuration activities that help to configure [blank_start]ITSM applications[blank_end] and can monitor the progress.
Answer
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ITSM Guided Setup
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Task Assignment
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Agent Intelligence
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Real Time Editing
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ITSM applications
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Tasks
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Modules
Question 28
Question
What is a ServiceNow Task?
Answer
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A task is a any record that can be assigned or completed by a user in ServiceNow.
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A task record is created from a table that extends the Task [task] table
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Is an indication to the ServiceNow process that something has occurred.
Question 29
Question
The [blank_start]presence feature[blank_end] facilities synchronous collaboration, showing how is viewing the record, display the record activity stream, and even allowing you to customize notifications alerting you to record updates.
Answer
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presence feature
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real time editing
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work notes
Question 30
Question
[blank_start]Real time editing[blank_end] is a extension of Presence. It allows you to work with others on the same record, indicating their state as well as what their edits are.
Answer
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Real time editing
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Presence
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Work notes
Question 31
Question
[blank_start]An event[blank_end] is an indication to the ServiceNow process that something has occurred.
Answer
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An event
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A notification
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Dot walking
Question 32
Question
Events are triggered by:
Answer
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User actions
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Business Rules
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Workflows
Question 33
Question
[blank_start]Events[blank_end] can be triggered by events in the platform, and require no scripting knowledge.
Answer
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Events
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Notifications
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Dot Walking
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Workspace
Question 34
Question
[blank_start]Dot Walking[blank_end] can get information from a series of referenced fields from different tables, including Users and Groups.
Answer
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Dot Walking
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Notification
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Chat
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Work space
Question 35
Question
[blank_start]Subscriptions[blank_end] allow users to be informed of various activity occurring in the platform, whether it directly relates to them or not
Answer
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Subscriptions
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Chats
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Workspace
Question 36
Question
The [blank_start]System dictionary[blank_end] contains the definition for each and every table and field.
Answer
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system dictionary
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scheduled dictionary
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table
Question 37
Question
Tables can extend other tables, creating parent and child tables
A table that extends another table is a child class.
Tha table it extends is the parent class.
Question 38
Question
Using the Dictionary Overrides features provides the ability to contains the definition for each and every table and field.
Question 39
Question
If a table extended but itself is not extending another table, it is called a base table.
Question 40
Question
Provides a graphical representation of other tables related to a specific table.
This tool is available to admin user only.
Answer
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Schema Map
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Reference Fields
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Subscriptions
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Workspace
Question 41
Question
What is an Access Control?
Answer
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Is a security rule defined to restrict the permissions of a user from viewing and interacting with data.
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Provides a graphical representation of other tables related to a specific table
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provides the ability to define a field on an extended table differently from the field on the parent table
Question 42
Question
Contains all of an instance’s Access Control rules Users with the appropriate permissions can modify rules and their definitions
Question 43
Question
An Import Set is a tool to used to import data from various data sources, and map that data into ServiceNow tables.
Question 44
Question
Process of Import Set
Answer
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Data Source
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Import Set Table
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Transform
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Target Table
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Update Set
Question 45
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Any user logged in with the admin or import admin role can manage all aspects of import sets.
Question 46
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Is a staging area for records imported from a data source. Fields on these tables are generated automatically based in imported data.
Answer
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The Import Set
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Transform Map
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Coalesce Fields
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CMDB
Question 47
Question
Data Source to import to ServiceNow
Answer
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JDBC
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HTTP / FTP
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EXCEL
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CSV
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XML
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DOCX
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SNX
Question 48
Question
What is an Transform Map?
Answer
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Is a set of field maps that define the relationship between fields in an import set table and fields on a target table
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Is a tool to used to import data from various data sources, and map that data into ServiceNow tables.
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Is a set of field maps that define data from various data sources, and map that data into ServiceNow tables.
Question 49
Question
Coalescing a field (or multiple fields) means the field will be use as a unique key during imports
Question 50
Question
Is a series of tables and fields that contain all of the Configuration Items(CIs) controlled by your company, as well as their attributes and relationships
Answer
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CMDB
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Coalesce Fields
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Import Set Table
Question 51
Question
Can be tangible or intangible devices or application in the CMDB such a firewalls, computers, email services, and business services.
Question 52
Question
What is Record Producers?
Answer
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Appear as simplified forms, allowing users to provide information that is translated into task-based records being added or modified in the database.
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A Record Producer focuses on a specific process or task and can be used anywhere in the SN platform.
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Can be tangible or intangible devices or application in the CMDB such a firewalls, computers, email services, and business services.
Question 53
Question
Define [blank_start]an Order Guide[blank_end] to assist customers in ordering a complete set of needed items and to help users see item relationships.
Answer
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an Order Guide
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an Item Request Output
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a Progress Stage
Question 54
Question
All created when an order is placed, each on a corresponding table
Answer
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REQ [sc_request]
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REQ [sc_req]
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RITM [sc_req_item]
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RITM [sc_item]
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SCTASK [sc_task]
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TASK[ sc_req_task]
Question 55
Question
Stages for a Request Item
Answer
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Waiting for approval (In Progress)
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Approved
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Pending (has not started)
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Fulfillment ( In Progress)
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Deployment / Delivery
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Completed
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FInished
Question 56
Question
Flows automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations.
Question 57
Answer
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Is an automated multi-step process occurring across the platform
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Starts when a triggering event occurs. Common triggers include a record being inserted into a specific table, or a particular field in a table being set to a specified valie.
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Use when doing a simple discrete record change
Question 58
Question
Scenarios when workflows are stared
Answer
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Schedule or SLA launch
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Execute on table interaction
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Invoke form a Script Include or Business Rule
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Associate with a CAtalog Item in the Service Catalog
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Call a workflow from a workflow
Question 59
Question
The Workflow Editor is an interface for creating and modifuing workflows by arranging and connectiong activities to processes. Activities can be added, removed, or rearranged.
Question 60
Question
The Workflow Edtior user unterface is divided into:
Answer
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Canvas Tabs
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Title Bar
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Canvas
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Palette Tabs
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Canvas Menu
Question 61
Question
Is a workflow block that organizes the individual actions the workflow perdoms as it runs.
Answer
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Activities
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Conditions
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Stages
Question 62
Question
Are an activity type available for a workflow.
Are used to transition to move from activity to activity, you can add conditions.
Answer
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Activities
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Conditions
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Stages
Question 63
Question
Workflows can provide a summary of workflow progress by updating any field designated as a ___________ field
Question 64
Question
Basic Workflow activities
Answer
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Approvals
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Notifications
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Tasks
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Timers
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Utilities
Question 65
Question
Service Level Agreements
Answer
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Defines a set amount of time for a task to reach a certain condition, the table to access, and what type of SLA is beging evaluated
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Include actions that can be triggered at different times during its life cycle
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SLAs are represented by a record stored in the Task table
Question 66
Question
Within the Service Level Agrrement application, several major components work together to power the service level agrrement plugin:
Question 67
Question
- [blank_start]SLA Definiton[blank_end]: The individual which defines the conditions that trigger the SLA.
- [blank_start]Task SLA[blank_end]: The individual instances of the SLAs associated with particular tasks.
- [blank_start]SLA Workflow[blank_end]: Workflow powers events or actions based on the SLA definition and is designed to be used over and over.
- [blank_start]SLA Automation[blank_end]: The Business Rul and Scheduled Job that automate the SLA
- [blank_start]SLA Conditions and Script Include[blank_end]: A Script Include and reference record that can be used to customize the transitions between different SLA stattes.
Question 68
Question
The only difference between SLAs, OLAs, and Underpinning Contracts is__________ on the Task SLA form
Answer
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the Type field
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the Value field
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the Size field
Question 69
Question
Defines how departments work together to meet the service level requirements documented in an SLA
Question 70
Question
is a type of SLA that defines and monitors the guarantees established with an outside supplier; it is a tool for supplier management
Question 71
Answer
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Start
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Pause
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Stop
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Reset
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Continue
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Finish
Question 72
Question
With [blank_start]Knowledge Management[blank_end], each organization can have their own knowledge base with flexible controls over who can see the information and who can help develop its content
Answer
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Knowledge Management
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Knowledge Base
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Knowledge
Question 73
Question
Allows you to graphically view and analyze data from your ServiceNow enviroment.
Can take many forms, and can be run manually or scheduled to berun automatically.
Answer
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Reports
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Metrics
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Performance Analytics
Question 74
Question
A [blank_start]metric[blank_end] is used to measure and evaluate the effectiveness of IT service management processes
Question 75
Question
Performance Analytics enables you to track and aggregate data over time, such as to measure how many ticket are resolved each per assignment group.
Question 76
Question
[blank_start]Dashboards[blank_end] enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen
Answer
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Dashboards
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Analytics
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Metrics
Question 77
Question
What are Plugins?
Answer
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Provide additional optional functionality within a ServiceNow Instance
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rules that is applied to a form to dynamicalle change
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are interfaces for building and enabling rich process automation capabilities, known as flows.
Question 78
Question
Scripting in SN or Platform Scripting is the customization an instance and/or applications by using JavaScript
Question 79
Question
ServiceNow uses a [blank_start]Softare as a Service[blank_end] model; the Web browser is the client.
Question 80
Question
is a rule that is applied to a form to synamically change from information or the form itself.
It execute on the client side.
Answer
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User Interface Policy
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User Interface Actions
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Data Policy
Question 81
Question
Is a rule that enforces data consistency by setting fields as mandatory and/or read-only.
It execute on the server side but can also run on the client side.
Answer
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Data Policy
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UI Policy
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UI Actions
Question 82
Question
Server Script make real time changes to the appearance of the user interface.
Question 83
Answer
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Can be set to run before or after the database action has occurred
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Is configured to run when a record is displayed, insert, updated, deleted, or when a table is queried.
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Make real time changes
Question 84
Question
An Update Set is a group of customizations that can be moved from one instance of servicenow to another
Question 85
Question
When merging multiple Update Sets, if several Update Sets have modified the same object, the [blank_start]most recent change[blank_end] will be the one moved to the new, merged Update Set.
Answer
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most recent change
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old change
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random selection
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user selection change
Question 86
Question
What is captured in an Update Set?*
Answer
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Business Rules
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Client Scripts
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New Data Records
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Taks
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Schedules
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Scheduled Jobs
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Homepages
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Fields
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Forms and Form Sections
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Published Workflows
Question 87
Question
Work notes are only visible to Fulfillers and are not available to external user or customers
Question 88
Question
Access Control Rules can be defined by the following three permissions
Answer
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Roles
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User name
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Conditional Expressions
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Scripts
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Selected Users