SysAdmin ServiceNow

What is ServiceNow?

three servicenow features

A collection of roles is a group.

Where is storaged the group table?

Which are methods to authenticate users?

Where is storaged the user table?

The User Interface is the main way for users to interact with the application and information in a ServiceNow Instance.

What is the Application Navigator?

An application is a collection of modules; modules and data that deliver a service and manage business process

Which are the three areas of the User Interface?

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.

A user can be assigned more than one role

- [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

What is a List?

Each row represents one record and each column represent one field.

What is a View?

What is the correct name of the menu?

What is the correct name of the menu?

[blank_start]Breadcrumbs[blank_end] offer a quick form of filter navigation and are ordered from left to right

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.

Which are the three components of the filter condition?

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]

Is a form element used to display information that is not field in the record

A form to show or hide fields from a view, as well as change their position on screen

[blank_start]Templates[blank_end] allows fields to be populated automatically , simplifying the process of submitting new records

What doing submit/update button?

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.

What is a ServiceNow Task?

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.

[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.

[blank_start]An event[blank_end] is an indication to the ServiceNow process that something has occurred.

Events are triggered by:

[blank_start]Events[blank_end] can be triggered by events in the platform, and require no scripting knowledge.

[blank_start]Dot Walking[blank_end] can get information from a series of referenced fields from different tables, including Users and Groups.

[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

The [blank_start]System dictionary[blank_end] contains the definition for each and every table and field.

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.

Using the Dictionary Overrides features provides the ability to contains the definition for each and every table and field.

If a table extended but itself is not extending another table, it is called a base table.

Provides a graphical representation of other tables related to a specific table. This tool is available to admin user only.

What is an Access Control?

Contains all of an instance’s Access Control rules Users with the appropriate permissions can modify rules and their definitions

An Import Set is a tool to used to import data from various data sources, and map that data into ServiceNow tables.

Process of Import Set

Any user logged in with the admin or import admin role can manage all aspects of import sets.

Is a staging area for records imported from a data source. Fields on these tables are generated automatically based in imported data.

Data Source to import to ServiceNow

What is an Transform Map?

Coalescing a field (or multiple fields) means the field will be use as a unique key during imports

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

Can be tangible or intangible devices or application in the CMDB such a firewalls, computers, email services, and business services.

What is Record Producers?

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.

All created when an order is placed, each on a corresponding table

Stages for a Request Item

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

Workflows

Scenarios when workflows are stared

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.

The Workflow Edtior user unterface is divided into:

Is a workflow block that organizes the individual actions the workflow perdoms as it runs.

Are an activity type available for a workflow. Are used to transition to move from activity to activity, you can add conditions.

Workflows can provide a summary of workflow progress by updating any field designated as a ___________ field

Basic Workflow activities

Service Level Agreements

Within the Service Level Agrrement application, several major components work together to power the service level agrrement plugin:

- [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.

The only difference between SLAs, OLAs, and Underpinning Contracts is__________ on the Task SLA form

Defines how departments work together to meet the service level requirements documented in an SLA

is a type of SLA that defines and monitors the guarantees established with an outside supplier; it is a tool for supplier management

SLA Conditions

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

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.

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

Performance Analytics enables you to track and aggregate data over time, such as to measure how many ticket are resolved each per assignment group.

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

What are Plugins?

Scripting in SN or Platform Scripting is the customization an instance and/or applications by using JavaScript

ServiceNow uses a [blank_start]Softare as a Service[blank_end] model; the Web browser is the client.

is a rule that is applied to a form to synamically change from information or the form itself. It execute on the client side.

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.

Server Script make real time changes to the appearance of the user interface.

Business Rule

An Update Set is a group of customizations that can be moved from one instance of servicenow to another

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.

What is captured in an Update Set?*

Work notes are only visible to Fulfillers and are not available to external user or customers

Access Control Rules can be defined by the following three permissions