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SysAdmin ServiceNow

Descrição

Quiz sobre SysAdmin ServiceNow, criado por Diego Ferreyra em 06-11-2018.
Diego Ferreyra
Quiz por Diego Ferreyra, atualizado more than 1 year ago
Diego Ferreyra
Criado por Diego Ferreyra aproximadamente 6 anos atrás
529
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Resumo de Recurso

Questão 1

Questão
What is ServiceNow?
Responda
  • 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.

Questão 2

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

Questão 3

Questão
A collection of roles is a group.
Responda
  • True
  • False

Questão 4

Questão
Where is storaged the group table?
Responda
  • sys_user_group
  • cmdb_ci_group
  • live_group_member
  • sys_group_has_role

Questão 5

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

Questão 6

Questão
Where is storaged the user table?
Responda
  • sys_user
  • imp_user
  • sys_user_group
  • sys_user_role
  • v_user_session

Questão 7

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

Questão 8

Questão
What is the Application Navigator?
Responda
  • 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

Questão 9

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

Questão 10

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

Questão 11

Questão
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.
Responda
  • role

Questão 12

Questão
A user can be assigned more than one role
Responda
  • True
  • False

Questão 13

Questão
- [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
Responda
  • System Administration
  • Specialized Administrator
  • Fulfiller
  • Approver
  • Requester

Questão 14

Questão
What is a List?
Responda
  • 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.

Questão 15

Questão
Each row represents one record and each column represent one field.
Responda
  • True
  • False

Questão 16

Questão
What is a View?
Responda
  • 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

Questão 17

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

Questão 18

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

Questão 19

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

Questão 20

Questão
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.
Responda
  • filter
  • breadcrumbs
  • tags

Questão 21

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

Questão 22

Questão
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]
Responda
  • form
  • table
  • view
  • list
  • forms
  • tables
  • views
  • lists

Questão 23

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

Questão 24

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

Questão 25

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

Questão 26

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

Questão 27

Questão
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.
Responda
  • ITSM Guided Setup
  • Task Assignment
  • Agent Intelligence
  • Real Time Editing
  • ITSM applications
  • Tasks
  • Modules

Questão 28

Questão
What is a ServiceNow Task?
Responda
  • 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.

Questão 29

Questão
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.
Responda
  • presence feature
  • real time editing
  • work notes

Questão 30

Questão
[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.
Responda
  • Real time editing
  • Presence
  • Work notes

Questão 31

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

Questão 32

Questão
Events are triggered by:
Responda
  • User actions
  • Business Rules
  • Workflows

Questão 33

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

Questão 34

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

Questão 35

Questão
[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
Responda
  • Subscriptions
  • Chats
  • Workspace

Questão 36

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

Questão 37

Questão
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.
Responda
  • True
  • False

Questão 38

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

Questão 39

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

Questão 40

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

Questão 41

Questão
What is an Access Control?
Responda
  • 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

Questão 42

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

Questão 43

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

Questão 44

Questão
Process of Import Set
Responda
  • Data Source
  • Import Set Table
  • Transform
  • Target Table
  • Update Set

Questão 45

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

Questão 46

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

Questão 47

Questão
Data Source to import to ServiceNow
Responda
  • JDBC
  • HTTP / FTP
  • EXCEL
  • CSV
  • XML
  • DOCX
  • SNX

Questão 48

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

Questão 49

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

Questão 50

Questão
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
Responda
  • CMDB
  • Coalesce Fields
  • Import Set Table

Questão 51

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

Questão 52

Questão
What is Record Producers?
Responda
  • 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.

Questão 53

Questão
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.
Responda
  • an Order Guide
  • an Item Request Output
  • a Progress Stage

Questão 54

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

Questão 55

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

Questão 56

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

Questão 57

Questão
Workflows
Responda
  • 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

Questão 58

Questão
Scenarios when workflows are stared
Responda
  • 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

Questão 59

Questão
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.
Responda
  • True
  • False

Questão 60

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

Questão 61

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

Questão 62

Questão
Are an activity type available for a workflow. Are used to transition to move from activity to activity, you can add conditions.
Responda
  • Activities
  • Conditions
  • Stages

Questão 63

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

Questão 64

Questão
Basic Workflow activities
Responda
  • Approvals
  • Notifications
  • Tasks
  • Timers
  • Utilities

Questão 65

Questão
Service Level Agreements
Responda
  • 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

Questão 66

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

Questão 67

Questão
- [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.
Responda
  • 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

Questão 68

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

Questão 69

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

Questão 70

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

Questão 71

Questão
SLA Conditions
Responda
  • Start
  • Pause
  • Stop
  • Reset
  • Continue
  • Finish

Questão 72

Questão
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
Responda
  • Knowledge Management
  • Knowledge Base
  • Knowledge

Questão 73

Questão
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.
Responda
  • Reports
  • Metrics
  • Performance Analytics

Questão 74

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

Questão 75

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

Questão 76

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

Questão 77

Questão
What are Plugins?
Responda
  • 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.

Questão 78

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

Questão 79

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

Questão 80

Questão
is a rule that is applied to a form to synamically change from information or the form itself. It execute on the client side.
Responda
  • User Interface Policy
  • User Interface Actions
  • Data Policy

Questão 81

Questão
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.
Responda
  • Data Policy
  • UI Policy
  • UI Actions

Questão 82

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

Questão 83

Questão
Business Rule
Responda
  • 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

Questão 84

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

Questão 85

Questão
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.
Responda
  • most recent change
  • old change
  • random selection
  • user selection change

Questão 86

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

Questão 87

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

Questão 88

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

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