What is the one pause condition for incident SLA ?
awaiting <something>
hold <something>
What are steps in a SLA ?
Start, Pause, Stop
Start, Hold, Stop
Start, Hold, Stop, End
Start, Pause, Stop, End
What does RITM stands for?
Remote infrastructure Technology Manager
Request Item to Move
Request Item
All above
In ,articles are grouped according to categories
Which of the following is data saved to ?
Tables
Form
List
All
Knowledge process consists of:
Document creation
Approval and review from SMEs
Publishing
None
Where will you find option to edit a list ?
List control
Grid Control
Which of the following is not a valid field of type (for incident table) ?
Currency
Long String
Suggestion
IP address
Audio
What is a CI?
tangible
intangible
A CI is tangible and intangible
What application os available to all users ?
Change
Incident
Facilities
Self-Service
if the System Administrator wants to modify the homepage, which of the following links on the page indicates that this can be done:
Add Context
Change Layout
Make gauge
Data inconsistency correction is done from automated ? I . Plugin II . Configurations III. Workflow
I only
I & III
II & III
III only
Which of the following gets automatically captured in an update set:
Table, schedules, forms
Table, forms, data
Table, forms, homepages
Tables, forms, views
What does gs.print("Hello World") will do ?
gs.print("Hello World") writes a message to system log and syslog table
gs.print("Hello World") writes a message to system log
gs.print("Hello World") writes a message to console browser
gs.print("Hello World") writes a message to log manager
What is the purpose of an Order Guide? An order guide gives customers an easy way to order multiple related items as a single request, It uses: I . A single initial screen, where the customer fills in some initial information. II . A set of selected catalog items based on conditions derived from the initial information.
I
II
Both I & II
Neither I & II
Which setting allows the user to view knowledge articles without logging in?
ESS Role
Public Setting
View All
View all Role
Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well.
True
False
What steps will u take to load data from spreadsheet?
load data, create transform map, transform
load data, sync data, create transform map, transform
sync data, create transform map, transform
create transform map, transform
Links, buttons, context menu action belongs to?
UI Action
Table
Workflow
Roles
A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing Service Now table (such as Incidents or Users).
An ACL rule only grants a user access to an object if the user meets all of the permissions required by the matching ACL rules. Choose the order of evaluation of ACLs: a. The condition must evaluate to true. b. The script must evaluate to true or return an answer variable with the value of true. c. The user must have one of the roles in the required roles list. d . The other matching ACL rules for the object type must evaluate to true.
a,b,c,d
a,b,d,c
d,a,b,c
b,d,a,c
is a unique identifier for each record in a table
How will you define a Service catalog workflow?
Define Workflow properties, Define Workflow activities, Publish it.
Define Workflow properties, Apply Notification, Publish it.
Define Workflow activities, Define Workflow activities, Checkout.
Define Workflow activities, Define Workflow activities, Publish it.
What does g_form.showErrorBox("field_name","Hello World") will do ?
it will put "Hello World" in a error message below the specified field
it will pop up windows with "Hello World" on the form.
it will pop up windows with "Hello World" on the form and "Ok" button
None of the above
What is the important factor to remember when a user is creating catalog variable?
Catalog Variables are global by default.
Catalog Variables are visible to user only by default.
What are the workflow activities?
approvals, conditions, notifications, task, timers, utilities
group, conditions, notifications, task, timers, utilities
roles, conditions, notifications, task, timers, utilities
approvals, actions, notifications, task, timers, utilities
How is the application Navigator (left nav) populated onload?
It is populated based on the role of the logged in user.
It is populated based on the designation of the logged in user.
It is populated based on the action of the logged in user.
It is populated based on the theme of the logged in user.
If a split is added in a form, how many columns get created?
1
2
3
4
What are the workflow stages?
Waiting for approval>fulfillment>delivery>completed
Waiting for approval>delivery>fulfillment>completed
Waiting for approval>stage>fulfillment>completed
Waiting for approval>delivery>fulfillment>end
Waiting for approval>delivery>stage>completed
What is true regarding Knowledge Base?
In a Knowledge base, articles are grouped according to categories.
In a Knowledge base, articles are not grouped according to categories.
In a Knowledge base, articles are grouped according to models.
In a Knowledge base, articles are not grouped according to models.
SLA, OLA and UC are configured in which module?
SLM
SOW
Gauge
Request
ACL is part of which security?
Physical Security
Contextual Security
Compliance Security
What are the variables that you can add when you create a catalog item?
Slush bucket, multiple choices, additional category, single line text, multiline text, choice list, checkbox
single line text, multiline text, choice list, checkbox
Slush bucket, multiple choices, additional category,
Slush bucket, multiple choices, additional category,checkbox
How do you enhance Homepage performance in case of gauges? To diagnose problems and improve homepage performance, administrators can: 1. Turn on homepage debugging 2. Troubleshoot slow REPORTS Administrators can also tune homepage performance by configuring the properties described on the following pages: 3. Parallel homepage rendering 4. Homepage caching.
1 & 3
1& 2 & 3
1& 2 & 3 & 4
1& 4 & 3
What controls enable admins to set mandatory and read only states for fields and can be used to enforce data consistence across applications?
Data policy
Ui policy
Validation policy
Request policy
If prefix of Incident needs to be changed, which table should I refer?
Number Maintenance table [sys_number].
Incident Table prefix
System Table prefix
Manager Table prefix
is an Elevated Privileges
What is the purpose of a service catalog workflow?
To create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
To create visualflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
To create workflows to drive request fulfillment. Workflows can't generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
To create visualflows to drive request fulfillment. Workflows can't generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
Which field should be there in table that identifies that it should be captured in Update Sets? update_synch attribute
What is Script Includes? Script includes is used to store JavaScript functions and classes for use by server scripts. Each script include defines either an object class or a function. Script includes run only when called by a server script.
DB name for custom table?
u_tbl
a_tbl
table_u
table__c
onChange client script runs on ...
Change in the value of a particular field
Change in the value of all field
Change in the value of a particular form
Change in the value of a particular list
ACL is applied on ?
User
Groups
Applications/Modules
Table and field in table
Which of the following is possible via an inbound action?
schedule a job
sends an email notification
modifying existing records
Which among the following is true regarding tables?
You can delete the tables starting with "u_" permanently.
You cannot delete the tables starting with "u_" permanently.
SLA-Retroactive start => Retroactive Start determines the SLA's behavior if it is attached to the task at a point later than the task's creation. If Retroactive Start is true, then the SLA will time from the task's Created On date and time. If Retroactive Start is false, then the SLA will time from the date and time that it was attached to the SLA.
KB articles are referred in which modules below ?
News
Service Catalog
Inc
What does the order field in service catalog do?
It displays the catalog item in the ascending order of this value.
It displays the catalog item in the decending order of this value.
for an incident form when saved
Additional comments get copied to work notes
work notes get copied to activity log
work notes get overwritten
Shortcut to approve a Service Request?
Email
My Request
By calling to helpdesk
Which of the following is true regarding roles?
Roles never contain other roles. When user is assigned to a role, he will inherit the contained roles as well.
Roles can contain other roles. When user isn't assigned to a role, he will inherit the contained roles as well.
Roles never contain other roles. When user isn't assigned to a role, he will inherit the contained roles as well.
Which one on homepage will access knowlegde ?
Catalog item
Report
If workflow is not published, only checked out will it be captured in update sets?
No, only published workflows are captured in update sets.
Yes, it will be captured in update sets
Which is the Parent table for incident, change and problem?
Itil table
Task table
ITSM table
SN table
Which of the following is true?
When moved from left to right slush bucket, reference fields become bold
System tables cannot be deleted
Deleted system tables will be created again during an instance upgrade
Upgrade of instance, which is true?
As an SN Admin, you will manually do it
It happens once in a year at 8 pm
Customizations are lost
What is condition contains? Ans:
a field,an operator and a value
a parameter, an operator and a value
a field,an parameter and a value
a field,an operator and a parameter
What is the important factor to remember when a user is creating catalog variable? Catalog Variables are global by default.
What is the purpose of a service catalog workflow? To create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
What is SSO integration? Single sign on for multiple applications
