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SysAdmin ServiceNow

Description

Quiz on SysAdmin ServiceNow, created by Diego Ferreyra on 06/11/2018.
Diego Ferreyra
Quiz by Diego Ferreyra, updated more than 1 year ago
Diego Ferreyra
Created by Diego Ferreyra about 6 years ago
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Resource summary

Question 1

Question
What is ServiceNow?
Answer
  • 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.
  • Is a common propose such as users approving change requests or users receiving email notifications.
  • Is the main way for users to interact with the application and information.
  • Is a list of available applications and their corresponding modules.

Question 2

Question
three servicenow features
Answer
  • Single-tenant
  • Highly configurable
  • Each Instance has applications
  • Multi-tenant
  • Upgrades are made on multi instances
  • Dependient

Question 3

Question
A collection of roles is a group.
Answer
  • True
  • False

Question 4

Question
Where is storaged the group table?
Answer
  • sys_user_group
  • cmdb_ci_group
  • live_group_member
  • sys_group_has_role

Question 5

Question
Which are methods to authenticate users?
Answer
  • LDAP
  • SAML 2.0
  • Digest Token
  • PAM
  • Secure Shell

Question 6

Question
Where is storaged the user table?
Answer
  • sys_user
  • imp_user
  • sys_user_group
  • sys_user_role
  • 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.
Answer
  • True
  • False

Question 8

Question
What is the Application Navigator?
Answer
  • Is a list of available applications and their corresponding modules.
  • Is a collection of modules
  • Is a collections of permissions used to grant access to applications and other parts if the platform
  • 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
Answer
  • True
  • False

Question 10

Question
Which are the three areas of the User Interface?
Answer
  • Banner frame
  • Application Navigator
  • Content Frame
  • Title Bar
  • List Filter
  • Field Values

Question 11

Question
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.
Answer
  • role

Question 12

Question
A user can be assigned more than one role
Answer
  • True
  • False

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
Answer
  • System Administration
  • Specialized Administrator
  • Fulfiller
  • Approver
  • Requester

Question 14

Question
What is a List?
Answer
  • Display a set of records from a table within the content frame of ServiceNow.
  • List and forms are the most common ways to interact with data.
  • A list display a set of records from a table
  • 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.
Answer
  • True
  • False

Question 16

Question
What is a View?
Answer
  • A View is a version of a customized list or form which defines the layout order and what field appear.
  • Views enable users to quickly display the same list or form in multiple ways.
  • 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?
Image:
Image (binary/octet-stream)
Answer
  • List Context Menu
  • Column Context Menu
  • Record Context Menu

Question 18

Question
What is the correct name of the menu?
Image:
Image (binary/octet-stream)
Answer
  • List Context Menu
  • Column Context Menu
  • Record Context Menu

Question 19

Question
[blank_start]Breadcrumbs[blank_end] offer a quick form of filter navigation and are ordered from left to right
Answer
  • Breadcrumbs
  • Filters
  • Tags

Question 20

Question
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.
Answer
  • filter
  • breadcrumbs
  • tags

Question 21

Question
Which are the three components of the filter condition?
Image:
Image (binary/octet-stream)
Answer
  • Field
  • Operator
  • Value
  • Product
  • Differentiator
  • 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
  • form
  • table
  • view
  • list
  • forms
  • tables
  • views
  • lists

Question 23

Question
Is a form element used to display information that is not field in the record
Answer
  • Formatters
  • Templates
  • Breadcrumbs
  • Tags

Question 24

Question
A form to show or hide fields from a view, as well as change their position on screen
Image:
Image (binary/octet-stream)
Answer
  • Configuration Button
  • Personalization Button
  • Task Configuration

Question 25

Question
[blank_start]Templates[blank_end] allows fields to be populated automatically , simplifying the process of submitting new records
Answer
  • Templates
  • Formatters
  • Breadcrumbs

Question 26

Question
What doing submit/update button?
Image:
Image (binary/octet-stream)
Answer
  • Save changes and return to the previously viewed page.
  • Save changes without exiting the form view.

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
  • ITSM Guided Setup
  • Task Assignment
  • Agent Intelligence
  • Real Time Editing
  • ITSM applications
  • Tasks
  • Modules

Question 28

Question
What is a ServiceNow Task?
Answer
  • A task is a any record that can be assigned or completed by a user in ServiceNow.
  • A task record is created from a table that extends the Task [task] table
  • 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
  • presence feature
  • real time editing
  • 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
  • Real time editing
  • Presence
  • Work notes

Question 31

Question
[blank_start]An event[blank_end] is an indication to the ServiceNow process that something has occurred.
Answer
  • An event
  • A notification
  • Dot walking

Question 32

Question
Events are triggered by:
Answer
  • User actions
  • Business Rules
  • Workflows

Question 33

Question
[blank_start]Events[blank_end] can be triggered by events in the platform, and require no scripting knowledge.
Answer
  • Events
  • Notifications
  • Dot Walking
  • 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
  • Dot Walking
  • Notification
  • Chat
  • 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
  • Subscriptions
  • Chats
  • Workspace

Question 36

Question
The [blank_start]System dictionary[blank_end] contains the definition for each and every table and field.
Answer
  • system dictionary
  • scheduled dictionary
  • 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.
Answer
  • True
  • False

Question 38

Question
Using the Dictionary Overrides features provides the ability to contains the definition for each and every table and field.
Answer
  • True
  • False

Question 39

Question
If a table extended but itself is not extending another table, it is called a base table.
Answer
  • True
  • False

Question 40

Question
Provides a graphical representation of other tables related to a specific table. This tool is available to admin user only.
Answer
  • Schema Map
  • Reference Fields
  • Subscriptions
  • Workspace

Question 41

Question
What is an Access Control?
Answer
  • Is a security rule defined to restrict the permissions of a user from viewing and interacting with data.
  • Provides a graphical representation of other tables related to a specific table
  • 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
Answer
  • Access Control List (ACL)
  • Access Control
  • Access Control Evaluation

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.
Answer
  • True
  • False

Question 44

Question
Process of Import Set
Answer
  • Data Source
  • Import Set Table
  • Transform
  • Target Table
  • Update Set

Question 45

Question
Any user logged in with the admin or import admin role can manage all aspects of import sets.
Answer
  • True
  • False

Question 46

Question
Is a staging area for records imported from a data source. Fields on these tables are generated automatically based in imported data.
Answer
  • The Import Set
  • Transform Map
  • Coalesce Fields
  • CMDB

Question 47

Question
Data Source to import to ServiceNow
Answer
  • JDBC
  • HTTP / FTP
  • EXCEL
  • CSV
  • XML
  • DOCX
  • SNX

Question 48

Question
What is an Transform Map?
Image:
Image (binary/octet-stream)
Answer
  • Is a set of field maps that define the relationship between fields in an import set table and fields on a target table
  • Is a tool to used to import data from various data sources, and map that data into ServiceNow tables.
  • 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
Answer
  • True
  • False

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
  • CMDB
  • Coalesce Fields
  • 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.
Answer
  • Configuration Items (CIs)
  • Configuration Management Database
  • Service Catalog

Question 52

Question
What is Record Producers?
Answer
  • Appear as simplified forms, allowing users to provide information that is translated into task-based records being added or modified in the database.
  • A Record Producer focuses on a specific process or task and can be used anywhere in the SN platform.
  • 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
  • an Order Guide
  • an Item Request Output
  • a Progress Stage

Question 54

Question
All created when an order is placed, each on a corresponding table
Answer
  • REQ [sc_request]
  • REQ [sc_req]
  • RITM [sc_req_item]
  • RITM [sc_item]
  • SCTASK [sc_task]
  • TASK[ sc_req_task]

Question 55

Question
Stages for a Request Item
Answer
  • Waiting for approval (In Progress)
  • Approved
  • Pending (has not started)
  • Fulfillment ( In Progress)
  • Deployment / Delivery
  • Completed
  • FInished

Question 56

Question
Flows automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations.
Answer
  • True
  • False

Question 57

Question
Workflows
Answer
  • Is an automated multi-step process occurring across the platform
  • 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.
  • Use when doing a simple discrete record change

Question 58

Question
Scenarios when workflows are stared
Answer
  • Schedule or SLA launch
  • Execute on table interaction
  • Invoke form a Script Include or Business Rule
  • Associate with a CAtalog Item in the Service Catalog
  • 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.
Answer
  • True
  • False

Question 60

Question
The Workflow Edtior user unterface is divided into:
Answer
  • Canvas Tabs
  • Title Bar
  • Canvas
  • Palette Tabs
  • Canvas Menu

Question 61

Question
Is a workflow block that organizes the individual actions the workflow perdoms as it runs.
Answer
  • Activities
  • Conditions
  • 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
  • Activities
  • Conditions
  • Stages

Question 63

Question
Workflows can provide a summary of workflow progress by updating any field designated as a ___________ field
Answer
  • Activity
  • Condition
  • Stage

Question 64

Question
Basic Workflow activities
Answer
  • Approvals
  • Notifications
  • Tasks
  • Timers
  • Utilities

Question 65

Question
Service Level Agreements
Answer
  • 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
  • Include actions that can be triggered at different times during its life cycle
  • 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:
Answer
  • SLA Definition
  • Task SLA
  • SLA Workflow
  • SLA Automation
  • SLA Conditions and Script Include
  • Flow Designer
  • Maintain Items

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.
Answer
  • SLA Definition
  • Task SLA
  • Task SLA
  • SLA Definition
  • SLA Workflow
  • Task SLA
  • SLA Definition
  • SLA Automation
  • SLA Conditions
  • SLA Workflow
  • SLA Conditions and Script Include
  • Script Include
  • Task SLA
  • SLA Workflow
  • SLA Workflow

Question 68

Question
The only difference between SLAs, OLAs, and Underpinning Contracts is__________ on the Task SLA form
Answer
  • the Type field
  • the Value field
  • the Size field

Question 69

Question
Defines how departments work together to meet the service level requirements documented in an SLA
Answer
  • Operational Level Agreement (OLA)
  • Underpinning Contract (UC)

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
Answer
  • Operational Level Agreement (OLA)
  • Underpinning Contract (UC)

Question 71

Question
SLA Conditions
Answer
  • Start
  • Pause
  • Stop
  • Reset
  • Continue
  • 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
  • Knowledge Management
  • Knowledge Base
  • 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
  • Reports
  • Metrics
  • Performance Analytics

Question 74

Question
A [blank_start]metric[blank_end] is used to measure and evaluate the effectiveness of IT service management processes
Answer
  • metric
  • report

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.
Answer
  • True
  • False

Question 76

Question
[blank_start]Dashboards[blank_end] enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen
Answer
  • Dashboards
  • Analytics
  • Metrics

Question 77

Question
What are Plugins?
Answer
  • Provide additional optional functionality within a ServiceNow Instance
  • rules that is applied to a form to dynamicalle change
  • 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
Answer
  • True
  • False

Question 79

Question
ServiceNow uses a [blank_start]Softare as a Service[blank_end] model; the Web browser is the client.
Answer
  • Software as a Service
  • Platform as a Service
  • Infraestructure as a Service

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
  • User Interface Policy
  • User Interface Actions
  • 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
  • Data Policy
  • UI Policy
  • UI Actions

Question 82

Question
Server Script make real time changes to the appearance of the user interface.
Answer
  • True
  • False

Question 83

Question
Business Rule
Answer
  • Can be set to run before or after the database action has occurred
  • Is configured to run when a record is displayed, insert, updated, deleted, or when a table is queried.
  • 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
Answer
  • True
  • False

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
  • most recent change
  • old change
  • random selection
  • user selection change

Question 86

Question
What is captured in an Update Set?*
Answer
  • Business Rules
  • Client Scripts
  • New Data Records
  • Taks
  • Schedules
  • Scheduled Jobs
  • Homepages
  • Fields
  • Forms and Form Sections
  • Published Workflows

Question 87

Question
Work notes are only visible to Fulfillers and are not available to external user or customers
Answer
  • True
  • False

Question 88

Question
Access Control Rules can be defined by the following three permissions
Answer
  • Roles
  • User name
  • Conditional Expressions
  • Scripts
  • Selected Users
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