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SysAdmin ServiceNow

Descripción

Test sobre SysAdmin ServiceNow, creado por Diego Ferreyra el 06/11/2018.
Diego Ferreyra
Test por Diego Ferreyra, actualizado hace más de 1 año
Diego Ferreyra
Creado por Diego Ferreyra hace alrededor de 6 años
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Resumen del Recurso

Pregunta 1

Pregunta
What is ServiceNow?
Respuesta
  • 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.

Pregunta 2

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

Pregunta 3

Pregunta
A collection of roles is a group.
Respuesta
  • True
  • False

Pregunta 4

Pregunta
Where is storaged the group table?
Respuesta
  • sys_user_group
  • cmdb_ci_group
  • live_group_member
  • sys_group_has_role

Pregunta 5

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

Pregunta 6

Pregunta
Where is storaged the user table?
Respuesta
  • sys_user
  • imp_user
  • sys_user_group
  • sys_user_role
  • v_user_session

Pregunta 7

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

Pregunta 8

Pregunta
What is the Application Navigator?
Respuesta
  • 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

Pregunta 9

Pregunta
An application is a collection of modules; modules and data that deliver a service and manage business process
Respuesta
  • True
  • False

Pregunta 10

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

Pregunta 11

Pregunta
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.
Respuesta
  • role

Pregunta 12

Pregunta
A user can be assigned more than one role
Respuesta
  • True
  • False

Pregunta 13

Pregunta
- [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
Respuesta
  • System Administration
  • Specialized Administrator
  • Fulfiller
  • Approver
  • Requester

Pregunta 14

Pregunta
What is a List?
Respuesta
  • 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.

Pregunta 15

Pregunta
Each row represents one record and each column represent one field.
Respuesta
  • True
  • False

Pregunta 16

Pregunta
What is a View?
Respuesta
  • 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

Pregunta 17

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

Pregunta 18

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

Pregunta 19

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

Pregunta 20

Pregunta
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.
Respuesta
  • filter
  • breadcrumbs
  • tags

Pregunta 21

Pregunta
Which are the three components of the filter condition?
Image:
Image (binary/octet-stream)
Respuesta
  • Field
  • Operator
  • Value
  • Product
  • Differentiator
  • Label

Pregunta 22

Pregunta
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
  • form
  • table
  • view
  • list
  • forms
  • tables
  • views
  • lists

Pregunta 23

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

Pregunta 24

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

Pregunta 25

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

Pregunta 26

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

Pregunta 27

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

Pregunta 28

Pregunta
What is a ServiceNow Task?
Respuesta
  • 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.

Pregunta 29

Pregunta
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
  • presence feature
  • real time editing
  • work notes

Pregunta 30

Pregunta
[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
  • Real time editing
  • Presence
  • Work notes

Pregunta 31

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

Pregunta 32

Pregunta
Events are triggered by:
Respuesta
  • User actions
  • Business Rules
  • Workflows

Pregunta 33

Pregunta
[blank_start]Events[blank_end] can be triggered by events in the platform, and require no scripting knowledge.
Respuesta
  • Events
  • Notifications
  • Dot Walking
  • Workspace

Pregunta 34

Pregunta
[blank_start]Dot Walking[blank_end] can get information from a series of referenced fields from different tables, including Users and Groups.
Respuesta
  • Dot Walking
  • Notification
  • Chat
  • Work space

Pregunta 35

Pregunta
[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
  • Subscriptions
  • Chats
  • Workspace

Pregunta 36

Pregunta
The [blank_start]System dictionary[blank_end] contains the definition for each and every table and field.
Respuesta
  • system dictionary
  • scheduled dictionary
  • table

Pregunta 37

Pregunta
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.
Respuesta
  • True
  • False

Pregunta 38

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

Pregunta 39

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

Pregunta 40

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

Pregunta 41

Pregunta
What is an Access Control?
Respuesta
  • 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

Pregunta 42

Pregunta
Contains all of an instance’s Access Control rules Users with the appropriate permissions can modify rules and their definitions
Respuesta
  • Access Control List (ACL)
  • Access Control
  • Access Control Evaluation

Pregunta 43

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

Pregunta 44

Pregunta
Process of Import Set
Respuesta
  • Data Source
  • Import Set Table
  • Transform
  • Target Table
  • Update Set

Pregunta 45

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

Pregunta 46

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

Pregunta 47

Pregunta
Data Source to import to ServiceNow
Respuesta
  • JDBC
  • HTTP / FTP
  • EXCEL
  • CSV
  • XML
  • DOCX
  • SNX

Pregunta 48

Pregunta
What is an Transform Map?
Image:
Image (binary/octet-stream)
Respuesta
  • 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.

Pregunta 49

Pregunta
Coalescing a field (or multiple fields) means the field will be use as a unique key during imports
Respuesta
  • True
  • False

Pregunta 50

Pregunta
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
  • CMDB
  • Coalesce Fields
  • Import Set Table

Pregunta 51

Pregunta
Can be tangible or intangible devices or application in the CMDB such a firewalls, computers, email services, and business services.
Respuesta
  • Configuration Items (CIs)
  • Configuration Management Database
  • Service Catalog

Pregunta 52

Pregunta
What is Record Producers?
Respuesta
  • 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.

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
  • an Order Guide
  • an Item Request Output
  • a Progress Stage

Pregunta 54

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

Pregunta 55

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

Pregunta 56

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

Pregunta 57

Pregunta
Workflows
Respuesta
  • 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

Pregunta 58

Pregunta
Scenarios when workflows are stared
Respuesta
  • 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

Pregunta 59

Pregunta
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.
Respuesta
  • True
  • False

Pregunta 60

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

Pregunta 61

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

Pregunta 63

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

Pregunta 64

Pregunta
Basic Workflow activities
Respuesta
  • Approvals
  • Notifications
  • Tasks
  • Timers
  • Utilities

Pregunta 65

Pregunta
Service Level Agreements
Respuesta
  • 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

Pregunta 66

Pregunta
Within the Service Level Agrrement application, several major components work together to power the service level agrrement plugin:
Respuesta
  • SLA Definition
  • Task SLA
  • SLA Workflow
  • SLA Automation
  • SLA Conditions and Script Include
  • Flow Designer
  • Maintain Items

Pregunta 67

Pregunta
- [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.
Respuesta
  • 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

Pregunta 68

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

Pregunta 69

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

Pregunta 70

Pregunta
is a type of SLA that defines and monitors the guarantees established with an outside supplier; it is a tool for supplier management
Respuesta
  • Operational Level Agreement (OLA)
  • Underpinning Contract (UC)

Pregunta 71

Pregunta
SLA Conditions
Respuesta
  • Start
  • Pause
  • Stop
  • Reset
  • Continue
  • Finish

Pregunta 72

Pregunta
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
  • Knowledge Management
  • Knowledge Base
  • 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
  • Reports
  • Metrics
  • Performance Analytics

Pregunta 74

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

Pregunta 75

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

Pregunta 76

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

Pregunta 77

Pregunta
What are Plugins?
Respuesta
  • 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.

Pregunta 78

Pregunta
Scripting in SN or Platform Scripting is the customization an instance and/or applications by using JavaScript
Respuesta
  • True
  • False

Pregunta 79

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

Pregunta 80

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

Pregunta 82

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

Pregunta 83

Pregunta
Business Rule
Respuesta
  • 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

Pregunta 84

Pregunta
An Update Set is a group of customizations that can be moved from one instance of servicenow to another
Respuesta
  • True
  • False

Pregunta 85

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

Pregunta 86

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

Pregunta 87

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

Pregunta 88

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