Pregunta 1
Pregunta
What is ServiceNow?
Respuesta
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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.
Pregunta 2
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three servicenow features
Pregunta 3
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A collection of roles is a group.
Pregunta 4
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Where is storaged the group table?
Respuesta
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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
Pregunta 5
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Which are methods to authenticate users?
Respuesta
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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
Pregunta 6
Pregunta
Where is storaged the user table?
Respuesta
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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
Pregunta 7
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The User Interface is the main way for users to interact with the application and information in a ServiceNow Instance.
Pregunta 8
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What is the Application Navigator?
Respuesta
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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
Pregunta 9
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An application is a collection of modules; modules and data that deliver a service and manage business process
Pregunta 10
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Which are the three areas of the User Interface?
Respuesta
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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
Pregunta 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.
Pregunta 12
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A user can be assigned more than one role
Pregunta 13
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- [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
Pregunta 14
Respuesta
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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.
Pregunta 15
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Each row represents one record and each column represent one field.
Pregunta 16
Respuesta
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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
Pregunta 17
Pregunta
What is the correct name of the menu?
Respuesta
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List Context Menu
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Column Context Menu
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Record Context Menu
Pregunta 18
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What is the correct name of the menu?
Respuesta
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List Context Menu
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Column Context Menu
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Record Context Menu
Pregunta 19
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[blank_start]Breadcrumbs[blank_end] offer a quick form of filter navigation and are ordered from left to right
Pregunta 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.
Pregunta 21
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Which are the three components of the filter condition?
Respuesta
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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
Pregunta 22
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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]
Respuesta
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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
Pregunta 23
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Is a form element used to display information that is not field in the record
Respuesta
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Formatters
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Templates
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Breadcrumbs
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Tags
Pregunta 24
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A form to show or hide fields from a view, as well as change their position on screen
Respuesta
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Configuration Button
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Personalization Button
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Task Configuration
Pregunta 25
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[blank_start]Templates[blank_end] allows fields to be populated automatically , simplifying the process of submitting new records
Respuesta
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Templates
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Formatters
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Breadcrumbs
Pregunta 26
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What doing submit/update button?
Pregunta 27
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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.
Respuesta
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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
Pregunta 28
Pregunta
What is a ServiceNow Task?
Respuesta
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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.
Pregunta 29
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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.
Respuesta
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presence feature
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real time editing
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work notes
Pregunta 30
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[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.
Respuesta
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Real time editing
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Presence
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Work notes
Pregunta 31
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[blank_start]An event[blank_end] is an indication to the ServiceNow process that something has occurred.
Respuesta
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An event
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A notification
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Dot walking
Pregunta 32
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Events are triggered by:
Respuesta
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User actions
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Business Rules
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Workflows
Pregunta 33
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[blank_start]Events[blank_end] can be triggered by events in the platform, and require no scripting knowledge.
Respuesta
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Events
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Notifications
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Dot Walking
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Workspace
Pregunta 34
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[blank_start]Dot Walking[blank_end] can get information from a series of referenced fields from different tables, including Users and Groups.
Respuesta
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Dot Walking
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Notification
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Chat
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Work space
Pregunta 35
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[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
Respuesta
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Subscriptions
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Chats
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Workspace
Pregunta 36
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The [blank_start]System dictionary[blank_end] contains the definition for each and every table and field.
Respuesta
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system dictionary
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scheduled dictionary
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table
Pregunta 37
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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.
Pregunta 38
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Using the Dictionary Overrides features provides the ability to contains the definition for each and every table and field.
Pregunta 39
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If a table extended but itself is not extending another table, it is called a base table.
Pregunta 40
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Provides a graphical representation of other tables related to a specific table.
This tool is available to admin user only.
Respuesta
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Schema Map
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Reference Fields
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Subscriptions
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Workspace
Pregunta 41
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What is an Access Control?
Respuesta
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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
Pregunta 42
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Contains all of an instance’s Access Control rules Users with the appropriate permissions can modify rules and their definitions
Pregunta 43
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An Import Set is a tool to used to import data from various data sources, and map that data into ServiceNow tables.
Pregunta 44
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Process of Import Set
Respuesta
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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
Pregunta 45
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Any user logged in with the admin or import admin role can manage all aspects of import sets.
Pregunta 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.
Respuesta
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The Import Set
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Transform Map
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Coalesce Fields
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CMDB
Pregunta 47
Pregunta
Data Source to import to ServiceNow
Respuesta
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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
Pregunta 48
Pregunta
What is an Transform Map?
Respuesta
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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.
Pregunta 49
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Coalescing a field (or multiple fields) means the field will be use as a unique key during imports
Pregunta 50
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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
Respuesta
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CMDB
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Coalesce Fields
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Import Set Table
Pregunta 51
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Can be tangible or intangible devices or application in the CMDB such a firewalls, computers, email services, and business services.
Pregunta 52
Pregunta
What is Record Producers?
Respuesta
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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.
Pregunta 53
Pregunta
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.
Respuesta
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an Order Guide
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an Item Request Output
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a Progress Stage
Pregunta 54
Pregunta
All created when an order is placed, each on a corresponding table
Respuesta
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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]
Pregunta 55
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Stages for a Request Item
Respuesta
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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
Pregunta 56
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Flows automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations.
Pregunta 57
Respuesta
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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
Pregunta 58
Pregunta
Scenarios when workflows are stared
Respuesta
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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
Pregunta 59
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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.
Pregunta 60
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The Workflow Edtior user unterface is divided into:
Respuesta
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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
Pregunta 61
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Is a workflow block that organizes the individual actions the workflow perdoms as it runs.
Respuesta
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Activities
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Conditions
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Stages
Pregunta 62
Pregunta
Are an activity type available for a workflow.
Are used to transition to move from activity to activity, you can add conditions.
Respuesta
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Activities
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Conditions
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Stages
Pregunta 63
Pregunta
Workflows can provide a summary of workflow progress by updating any field designated as a ___________ field
Pregunta 64
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Basic Workflow activities
Respuesta
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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
Pregunta 65
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Service Level Agreements
Respuesta
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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
Pregunta 66
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Within the Service Level Agrrement application, several major components work together to power the service level agrrement plugin:
Pregunta 67
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- [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.
Pregunta 68
Pregunta
The only difference between SLAs, OLAs, and Underpinning Contracts is__________ on the Task SLA form
Respuesta
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the Type field
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the Value field
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the Size field
Pregunta 69
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Defines how departments work together to meet the service level requirements documented in an SLA
Pregunta 70
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is a type of SLA that defines and monitors the guarantees established with an outside supplier; it is a tool for supplier management
Pregunta 71
Respuesta
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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
Pregunta 72
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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
Respuesta
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Knowledge Management
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Knowledge Base
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Knowledge
Pregunta 73
Pregunta
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.
Respuesta
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Reports
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Metrics
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Performance Analytics
Pregunta 74
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A [blank_start]metric[blank_end] is used to measure and evaluate the effectiveness of IT service management processes
Pregunta 75
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Performance Analytics enables you to track and aggregate data over time, such as to measure how many ticket are resolved each per assignment group.
Pregunta 76
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[blank_start]Dashboards[blank_end] enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen
Respuesta
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Dashboards
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Analytics
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Metrics
Pregunta 77
Pregunta
What are Plugins?
Respuesta
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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.
Pregunta 78
Pregunta
Scripting in SN or Platform Scripting is the customization an instance and/or applications by using JavaScript
Pregunta 79
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ServiceNow uses a [blank_start]Softare as a Service[blank_end] model; the Web browser is the client.
Pregunta 80
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is a rule that is applied to a form to synamically change from information or the form itself.
It execute on the client side.
Respuesta
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User Interface Policy
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User Interface Actions
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Data Policy
Pregunta 81
Pregunta
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.
Respuesta
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Data Policy
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UI Policy
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UI Actions
Pregunta 82
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Server Script make real time changes to the appearance of the user interface.
Pregunta 83
Respuesta
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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
Pregunta 84
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An Update Set is a group of customizations that can be moved from one instance of servicenow to another
Pregunta 85
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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.
Respuesta
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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
Pregunta 86
Pregunta
What is captured in an Update Set?*
Respuesta
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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
Pregunta 87
Pregunta
Work notes are only visible to Fulfillers and are not available to external user or customers
Pregunta 88
Pregunta
Access Control Rules can be defined by the following three permissions
Respuesta
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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