ServiceNow Fundamentals

Service Portal

Workspace

Now Platform UI

Now Mobile

set of users delegated to perform different tasks

collection of tasks

set of members to a subscription

collection of permissions

set of users who share a common purpose

individual to whom you have granted access to your ServiceNow instance

set of users who share a common purpose

collection of permissions

collection os tasks

individual to whom you have granted access to your ServiceNow instance

set of members to a subscription

set os users delegated to perform different tasks

Software-as-a-Service (SaaS)

Platform-as-a-Service (PaaS)

Application Platform-as-a-Service (aPaaS)

Infrastructure-as-a-Service (IaaS)

Magnifying glass

Question mark

Gear

Logo

User menu

Application Navigator

System settings

Magnifying glass

Expand every application in the All applications tab.

Select the record from the History tab.

Navigate back to its corresponding list.

Impersonate another user.

Column Headings

Field Values

Breadcrumbs

Title Bars

Column Context Menu

Record Context Menu

Value Context Menu

List Context Menu

Context Finder

Wildcard Characters

Platform Locator

Containers

A record

A field

A filter

A list

Form Context Menu

Form Layout Menu

Form Personalization Menu

Form Column Menu

Form History

Activity Stream

Favorites

Form Activity

Reference

Choice

String

Attachments

Form Settings

Field Navigator

Form Views

Field Formatter

Template creator

Template editor

Toggle template views

Template bar

Conflicts

Notes

Related Records

Resolution Information

System Notification > Email > Notifications

System Definitions > Notifications

System Notification > Definitions

Notifications > Email > System Notifications

Select fields pane

Select variables

Variables context menu

Platform variables

Now on Now

Subscriptions

Platform Chat

ServiceNow Mobile

Notification settings

System settings

Subscription settings

Email setting

Configure

Data

Type

Style

Style

Type

Configure

Data

Download as PDF

Email an attachment

Share the report

Publish to an instance URL

All users and groups

All roles

Only groups that the report creator belongs to

The report creator only

Neighborhoods

Social FAQ

Social Q&A

Ask ServiceNow

Feature

Most Helpful

Most Useful

Most Viewed

A permalink

Sharing the keywords

Taking a screenshot

Copying and pasting the text

In the Infrastructure Services Category in the Service Catalog

In the Software Category in the Service Catalog

In the Quick Links Category in the Service Catalog

In the Can We Help You? Category in the Service Catalog

Under System Status

Under Request Something

In the Knowledge Base

In the Community

Maintain Items

Create Incident

Service Portal

Service Catalogs

Tickets and Requests

Task and Subtasks

Incidents and Problems

Categories and Subcategories

acl_admin

admin

security_admin

First at the Field-level (most specific to most general), then at the Table-level (most specific to most general).

First at the Table-level (most specific to most general), then at the Field-level (most specific to most general).

Import Set

Coalesce

Transform Map

Target Table

Tranform

Mandatory

Coalesce

Unique

Catalog Item

Variable Set

Order Guide

Record Producer

Business Rule

Client Script

UI Policy

UI Actions

Client Script

Data Policy

UI Policy Action

A server-side script that runs when a record is displayed, inserted, updated or delated or when a table is queried.

Group of one more changes that can be moved from one instance to another all together

A series of tables and fields that store information about the Configuration Items (CIs) owned by your organization.

One method of security that restricts access to data by requiring users to pass a set of requirements before they can interact with it.

IntegrationHub

Visual Task Boards

Flow Designer

Service Portal

Guided Application Creator

Configuration Management Database (CMDB)

IntegrationHub

System Dictionary

Access Control

The admin Role

Scope

Delegated Development

The itil Role

Delegated Development

Access Control

The developer Role

Catalogued

Registered

Published

Certified

A server-side script that runs when a record is displayed, inserted, updated or deleted, or when a table is queried.

Log records indicating something notable has occurred in the system.

A real-time messaging tool that enables users to chat with individuals and groups.

Notifications that are sent to users when something occurs that concerns them.

Lists

UI Pages

Records

Forms

A repository for Update Set Information

A table where data will be placed, post-transformation

A staging area for Imported records

A table that determines relationships.

Reviewed

Drafted

Published

Retired

Report

Task

Workflow

Event

Access Control Rules

Assignment Rules

UI Policies

Roles

The Default Value field in the Catalog Item form.

The Sequence field in the Catalog Item form.

The choice field in the Variable form.

The Order field in the Variable form.

A record producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog.

A record producer

A record producer is a type of catalog item that provides easy ordering by bundling request

A record producer is a type of Catalog Item that is used for Request, not services

The Choice field in the Variable form.

The Sequence field in the Catalog Item form.

The Order field in the Variable form.

The Default Value field in the Catalog item form.

An Event

A spoke

A trigger

Core Action

Virtual Agent

Answer Agent

Live Feed

Connect Chat

Service Catalog variables cannot affect the order price.

Service Catalog variables can only be used in Record Producers.

Service Catalog variables are global by default.

Service Catalog variables can only be used in Order Guides.

Insert saves changes and remains on the form. Update saves changes an exits the form.

Insert saves changes and exits the form. Update saves changes and remains on the form.

Insert creates a new record and Update saves changes. Both remain on the form.

Insert creates a new record and Update saves changes. Both exit the form.

Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions.

Once and Update Set is closed as "Complete", change it back to "In Progress" until it's applied to another instance.

Avoid using the Default Update set as an Update Set for moving customizations from Instance to Instance.

Us the Baseline Update Set to store the contents of items after they are changed the first time.

Graphically displays the Configuration Items that support a business service

Enables administrators to define records from specific tables and trouble sources for Configuration Items.

A graphically organized visual task board for the CMDB.

Displays the details of table and their relationships in the visual manner allowing administrators to view and easily access different part of the database schema.

Record Producers, Order Guides and Catalog Items

Record Producers, Order Guides and Item Variables

Order Guides, Catalog Items and Workflows

Order Guides, Item Variables and Workflows

Edit Menu

Form Designer

List Editor

Data Editor

Field, Operator, then Value

Value, Operator, then FIeld

Operator, Condition, then Value

Field, Operator, then Condition

Business Rule

UI Action

UI Policy

Client Script

Although a Service Catalog, workflow cannot send notifications, the workflow drives complex fulfillment processes.

...used to drive complex fulfillment processes and sends notifications to defined users or groups.

...generates three basic components: item variable types, tasks and notifications.

...generates three basic components: item variable types, tasks and approvals.

True/False, Checkbox, Number List

True/False, Multiple Choice and Ordered

Number List, Single Line Text and Reference

Multiple Choice, Select Box and Check Box

sys_user

x_users

sys_users

u_users

A business rule monitors field on a form

A business rule can be a piece of JavaScript

A business rule must run before a database action occurs

A business rule must not run before a database action occurs

Using Transform map

They cannot be moved between instances

Using update sets

Using Application sets

Dictionary overrides provide the ability to define a field on an extended table differently from the field on the parent table

...is a task within a workflow that requests an action before the workflow can continue

...is the addition, modification or removal of anything that could have an effect on IT services.

...an Incoming customer update in an Update Set which applies to the same object as a newer customer update

The new table archives the parent table and assumes its roles in the database.

The new table inherits all of the fields, but does not inherit Access Control rules, client's scripts, and UI Policies of the parent table.

The new table inherits all of the Business Rules, Client Scripts and UI Policies of the parent table, but none of the existing fields.

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

By default, the changes included in an Update Set are visible only in the instance to which they are applied.

An update set allows administrators to group a series of changes into a named set and then move this set as a unit to another system.

By default, and Update Set includes customizations, Business Rules and homepages.

An Update Set is a group of customizations that are moved from Production to Development.

Order Guides provide a list of guidelines for Administrator on how to set up item variables.

Order Guides take the user directly to the checkout without prompting for information.

Order Guides provide the ability to order multiple, related items as on request.

Order Guides restrict the number of items in an order to only one item per request.

An existing Transform Map can be used multiple times on the same import set.

Coalesce fields are used only after running Transform.

Any user can manage and set up import sets.

An existing Transform Map can be used one time on the same import set.

The definition for each table and column.

The human-readable labels and languages settings.

The language dictionary used for spell checking.

The information on how tables relate to each other.

Extended Tables

Base Tables

Core Tables

Custom Tables

If a match is not found using coalesce fields, the system does not create a Transform Map.

If a match is found using the coalesce fields, the system creates a new record.

If a match is found using the coalesce fields, the existing record is updated with the information being imported.

If a match is not found using the coalesce fields, the existing record is updated with the information being imported.

Mapping fields using a Field Map

Mapping fields using Transform History

Mapping fields using the Import Log

Mapping fields using an SLA

It displays actions related to viewing and filtering the entire list.

It displays actions such as view form, view related tasks and add relationship.

It displays actions related to filtering options, assigning tags and search.

It displays actions such as creating quick reports, configuring the list and exporting data.

The task to complete

The individual item in the order

The order number

The stage

To present related records

To present related fields

To dot-walk to a core table

To create a one-to-many relationship

RITM (Number) > REQ (Number) > PROCUREMENT (Number)

REQ (Number) > RITM (Number) > TASK (Number)

FULFILLMENT (Number) > RITM (Number) > TASK (Number)

REQ (Number) > RITM (Number) > PROCUREMENT (Number)

Event Log contains generated Events, the Event Registry is a table of Event definitions

Event Log is the same as the Event Registry

Event Log is formatted in the Log style, the Event Registry displays different fields.

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period).

A formatter allows you to populate fields automatically.

A formatter allows you to configure applications on you instance.

A formatter is a set of conditions applied to a table to help find and work with data.

A formatter is a form element used to display information that is not a field in the record.

Rules are evaluated from the general to the specific, so a table rule must be active to continue.

If more than one rule applies to a row, the older rule is evaluated first.

If a row level rule and a field level rule exist, both must be true before an operation is allowed.

Rules are evaluated using roles. The role with the most permissions evaluates the rules first.