1. What provides a guide for moving data from import sets?

Transform map

2. How do you change the sort sequence of fields or task?

Modify the order field

3. Tables and Fields can be viewed and manipulated where?

Form Tables and Columns

4. What is the sequencing of publishing a Knowledge Article?

Draft
Review
Publish

5. What are the 3 basic components of Workflow?

Approvals
Notifications
Task

6. How do you modify or create workflow?

Utilize the Graphical Workflow Editor

7. Where do you go in ServiceNow to change the banner and colours?

System Properties, then CSS Properties

8. To access the control list you have to have which access?

Security_Admin

9. Where do you go to delete tables?

Tables and Columns Choose "delete" and type the word "delete"

10. What is a row?

A record is a row
11. What is a column?

A field is a column

12. What do incident, problem and change have in common?

They save to the task table

13. If importing data, how do you keep from importing duplicates?

Utilize the Coalesce field to state which field is the unique key

14. What controls what data users can access?

ACL-Access Control List

15. Where do you go to add/modify a service catalog item?

Service Catalog>Maintain Item

16. What is stored in a table?

Data

17. How are users related to roles or groups?

One to many relationships

18. What are update sets?

Groups of customizations that can be moved from one instance to another

19. What is a CI?

A CI is tangible and intangible

20. What is BSM?

Business Service Management BSM map graphically displays the configuration items, CI, that
support a business service
21. What is a tool that will auto populate the CMDB about your windows computer?

Help the Helpdesk

22. What is a record producer?

A specific type of catalog item that allows end users to create task based records such as incident
from the service catalog

23. Does ESS have a role?

ESS does not have a role

24. When you open a service catalog and click the Order button what gets created?

REQ>RITM>TASK

25. What is a select box, single line text, reference, check box, multiple choice?

Variable

26. What is a variable set?

Unit of variables that can be shared between catalog items

27. What are the six workflow activities?

Approvals, conditions, notifications, task, timers, utilities

28. If a request is rejected what happens?

Notification is sent and sets the status to cancelled

29. Service catalog workflow can be attached in 3 ways:

1. Manually on the catalog item form

2. Automatically based on conditions
3. Automatically if no other workflows attached
30. SLAs include actions that can be triggered when during the lifecycle?

Anytime

31. What is the difference between SLA, OLA, and Underpinning Contracts?

Type Field

32. Which workflow is designed to be used over and over again?

Default SLA Workflow

33. Retroactive start when activated does what?

Sets start to equal when the ticket was created

34. What are the steps in a SLA?

Start stop pause

35. What two things are run on the client side and what two things are run on the server side?

UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side

36. How is a field made to be read only?

UI Policy

37. 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

38. What is a business rule?

A piece of JavaScript configured to run when a record is displayed, inserted, updated, deleted or
when a table is queried. It can be set to run before or after the database action has occurred.

39. How do you limit file attachments?

ACL-Access Control List

40. What is a security rule at the row and column level that is executed when attempting to access a
ServiceNow table?

ACL-Access Control List

41. What has conditions, scripts and roles and can limit security?

ACL-Access Control List

42. What is the duration of the elevated role?

Current Session

43. When is a notification sent out?

When an event has been fired

44. What three things can send a notification?

1. Script
2. Business Rule
3. Workflow

45. Can a user open an Incident by email, if so what is utilized?

Inbound Email Action

46. Where can you view information about system activity?

System logs

47. If the system is going to be upgraded, what will be exempt from the upgrade?

Any record that has been altered from the base state by the customer

48. What module tracks all upgrades made to the system?

System Diagnostics>Upgrade History

49. What does SaaS stand for?

Software as a service
50. Where does the home icon take you and what does the icon look like?

Takes you to the Homepage and the icon looks like a little home

51. What can you do if the Homepage is slow?

Remove some gauges or change the refresh rate

52. My manager is going to be out of town and needs to have the supervisor approve while he/she is
out of town, what would he/she utilize in ServiceNow?

Delegate-Delegation is the ability to designate other users to receive and interact with approvals and
task assigned to you

53. What is a Transform Map in ServiceNow?

A map to determine relationships between fields displaying an Import Set to fields in an existing
table

54. What application is available to all users?

Self-Service

55. Where do you change the Smart Filter Condition Builder?

Click arrow next to breadcrumb in list

56. How do you display the slush bucket?

Click List Mechanic gear above check boxes

57. What do you call a saved version of a personalized form?

A view

58. How do you apply a saved filter?

Click on the table name at the top of a list and select filter

59. What displays fields from one record and can be used to edit the record data?

A Form
60. What are the field status indicators?

Light red - required but has a saved value.

Green - Modified field content - need to save.
Red - Required and needs value.
Orange - Read-only

61. What does a red-dashed line indicate?

Invalid data or mistyped word

62. What do you click to save changes on a new form and return to the previous viewed page?

Submit

63. What do you click to save changes on an existing record and return to previous form?

Update

64. What do you click on to save changes without leaving the form?

Right click form header and click save

65. What do you do to save a new record to the db instead of updating the current item?

Insert or Insert and stay

66. What is a rule that applies to a form to dynamically change form information on the form itself?

UI Policy

67. What enables admins to set mandatory and read-only state for field?

Data Policy (not used much)

68. What do you use to put buttons, links and context menu items on forms and lists?

UI Actions
69. What is a control that applies permissions, sends notifications and triggers other processes when
a record is displayed, inserted, updated or deleted or when a table is queried?

A Business Rule

70. Client script apply only when?

When accessed through the form

71. Business Rules apply when?

Globally

72. When SHOULDN'T you use client scripts?

When you can use UI policies or Access Control Rules

73. Client scripts can be executed in four ways. What are they?

1. onCellEdit
2. onChange
3. onLoad
4. onSubmit

74. Can plug-ins be removed?

No, but they can be disabled

75. Name three interfaces for viewing and manipulating tables?

1. Record list view

2. Schema map
3. Tables and Columns module

76. What stores structure and relationship definitions?

Data Dictionary

77. What three tables provide Data Dictionary and relationship information?

1. Sys_dictionary
2. sys_documentation
3. sys_db-object
78. How do you establish the sequence for displaying lists??

Order field - Best practice 3 digit numbers

79. What does CI stand for?

Configuration Item

80. What is a series of tables that contains all the assets and business services controlled by a
company?

CMDB

81. What do you call a tangible device or intangible dedicated software in the CMDB?

A Configuration Item (CI)

82. What is the core CI table?

cmdb_ci

83. What is the CI relationship table?

Cmdb_rel_ci

84. List CI examples?

Computers/Devices on the network software, contracts and licenses, Business services

85. What are the two base tables of SN?

Task and CI

86. What is a BSM map?

Business Service Map graphically displays the CIs that compose a biz service and indicates status

87. What is an elevated privilege?

A role that has special permissions for the duration of the log in session
88. When is the security_admin privilege created?

After the High Security plugin is activated

89. Where are group or user roles created?

Group or user roles are created at User Administration

90. Where is the user record stored?

In the User [sys_user] table

91. What is a collection of permission to grant access and assign security?

A role

92. What does a role inherit?

All the permissions of any other roles it includes

93. What are three best practice rules for users/groups/roles?

1. Assign users to groups, map roles to groups.

2. Don't map roles to users.
3. Apply general roles to large groups and specific roles to smaller groups.

94. What are the 3 levels of Access?

1. System (username/pw)
2. Applications and Modules (Roles)
3. Tables and Fields (System Properties/Access Control)

95. Where are row and column security set?

Access Control in Tables and Fields

96. Where is Table security set?

System Property in Tables and Fields

97. What are the three ways Access Control Rules are defined?

1. Conditional Expressions
2. Scripts
3. Roles

98. What is the list of all Access Controls for a table?

ACL

99. What is an Access Control?

A security rule defined and set at the row and column level

100. What is the Access Control evaluation?

Specific to general if all conditions are true (Conditions, Scripts and Roles)

101. In a SLA Definition, which conditions will trigger an SLA?

Start condition, Stop condition and Pause conditions

102. Name 4 ways the Knowledge Base can be populated?

1. Manually
2. From the Service Catalog with a Record Producer
3. Automatically from events
4. From existing Incidents or Tasks

103. What is the Knowledge base hierarchy?

Topics, Categories, Articles

104. How do you protect KB articles?

Roles

105. How do you allow users to access KB without logging in?

Make it public and protect with role

106. What do you call an indication to the SN processes that something notable has occurred?

Event

107. What two processes can cause events?

1. User actions
2. Scripts (Business Rules/Workflows)

108. What contains a record of every generated event?

Event queue

109. What do events trigger?

Notifications

110. What does a Notification contain?

A mix of static and dynamically determined content

111. Why would you clone an instance?

To copy prod over a sub-prod instance

112. What are the three release types?

1. Future
2. Patch
3. Hotfix

113. Are user customization records upgraded?

No

114. What are best practices response times?

Total Response Time - network browser and server 3 seconds, Server Response time below 800 ms

115. What is a dashboard of frequently used content with reports?

A homepage
116. What do you call a mapped graphic image on a homepage that are packed reports?

A gauge

117. What is used to measure and evaluate the effectiveness of IT service management process?

Metrics

118. What is a measurement of the set amount of time for a task to reach a certain condition?

SLA

119. What do you call it when SLA is not met?

Breached

120. What are the three major components that power SLA?

1. SLA Definition/Task SLA,

2. SLA Workflow,
3. SLA Automation (Business Rule and scheduled job)

121. What are the three types of SLA?

1. SLA
2. Operational Level Agreement (OLA) how departments work together
3. Underpinning Contract (UC) outside suppliers

122. What three conditions define an SLA?

Start, Stop, Pause

123. What is another name for Customer Updates?

Customizations

124. Multiple Choice, Single Line Text and Select Box are what type of elements in ServiceNow?

Variable Types.
125. What is a robust ordering system for services, hardware and software and the central
repository of goods and services that an IT service desk provides for users?

Service Catalog

126. Name the five major components of Service Catalog?

1. Record Producers
2. Items
3. Variables
4. Order Guides
5. Workflows

127. What are four items that orders from Service Catalog generate?

1. REQ
2. RITM
3. Catalog Task
4. Assignment Group

128. What are three Service Catalog best practices?

1. Define an order guide

2. Group items in order guide
3. Use questions to present item options

129. The Workflow Transition determines which activity is performed based on an evaluation of
which workflow element?

Workflow Condition

130. Which ServiceNow application automates simple or complex multi-system tasks on remote
servers that are normally done manually?

Orchestration

131. By default in ServiceNow, what customizations are added to Update Sets?

Changes made to a form

132. What do you use to import data from various data sources and map data into SN tables?

Import Set
133. What determines the relationship between the Import Set Table and an existing ServiceNow
table?

Transform map

134. What are the three steps for using Import Sets and Transform Maps?

1. Load Data

2. Create Transform MAP

3. Run transform

135. What does coalescing do before a transform?

Makes a field the unique key

136. What table is used to track changes in an update set?

Customer Update [sys_update_xml] table

137. What four elements cannot be customized with update sets?

1. New Records
2. New users and groups
3. Modified data
4. Schedules

138. Can homepages be added to update sets?

No, they can only be changed manually.

139. Should you include few or many changes in one Update Set?

Many

140. Can two update sets be merged?

Yes
141. What is the four part sequence on the production instance to run an Update Set?

1. Retrieve
2. Preview
3. Commit
4. Apply

142. What is a form?

A form displays a single record from a table.

143. Where does one go to write the prod instance to the dev environment?

System Clone> Administration> Clone Targets

144. What is a list?

A structure that displays information from a table

145. What are the four list interface elements?

a) Title bar
b) Breadcrumbs
c) Column headings
d) fields

146. What is a field?

A field is a cell in a table. Each field holds an individual piece of data.

147. What field type in a list is not sortable?

Time fields

148. What is a Power edge toolbar?

It's the grey toolbar on the left side of the screen.

i. It allows you to show or hide the application navigator or banner frame

ii. Split the screens - Resize screen
iii. Create and manage bookmarks.
149. What four features of ITIL are utilized by the ServiceNow platform?

1. Strategy
2. Design
3. Transition
4. Operations

150. True or false - An application is a group of modules?

True - Applications are a grouping of modules or an organizational element in service now.

151. True or false - The application navigator provides links to all applications and modules they
comprise.

True

152. True or false - Type filter text is a valuable way of searching applications in ServiceNow

True - Applications are a grouping of modules or an organizational element in service now.

153. In what way does the Switch perspective feature in application navigator assist you in
organizing applications in ServiceNow?

It allows you to view applications from the perspective of individual roles such as ITIL, Asset
Management, or Admin etc.

154. What is the main area in all ServiceNow web pages?

Content pane

155. What is a breadcrumb?

A horizontal display of filter conditions showing the hierarchy of the conditions used to display the
form or list results.

156. Where is the impersonation feature located?

It's a picture of a key in the banner frame next to welcome message

157. What are the 3 ways to bring users into the ServiceNow system?

a. Through Single Sign on and LDAP

b. Using an import set (importing users)
c. Manually enter users, manually creating users

158. What are four benefits of using groups?

a. Permissions and Access - Simplified ability to assign permissions

b. Identifies a subset of users for role and skill assignment
c. Provide a reference for alerts and notifications
d. Email notifications

159. What are four aspects of a role?

a. A role is an organizational element. Roles are granted access to applications.

b. Roles are collections of permissions
c. A role is a record in the Role table;
d. A role is a persona that is assigned to a group or single user. An example is the admin role.

160. What are the three OOTB ServiceNow roles?

a. System Administrator
b. ITIL (or process) roles fulfil ITIL activities
c. ESS - users and end users.

161. What is Access Control?

Access control is a security role defined and set at the row level (access to the record) and at the
column level (access to the field), and is executed when attempting to access any ServiceNow table.

162. What are ACLS in ServiceNow? How defined? Control what? Specifies what?

a. ACLs are a list of all access controls for a table. b. Access controls are defined by roles,
conditional expressions and scripts.
b. ACL rules are used to control what data users can access and how they can access it.
c. Each ACL rule specifies the object being secured and the permission required to access the
object
d. ACLS are defined by the security admin
e. ACLS are defined in System Security | Access Control
163. Provide an example of when you use Access Control Record in ServiceNow and five steps to
accomplish it.

You would create an access control rule to make the updated by field on the incident form editable
for admins but read only for ITIL users

i. Login as admin
ii. Right click on "updated by" field
iii. Click Personalize Security
iv. In the Security Mechanic, change the value to Write
v. Move admin to selected column.

164. Where is the high security plugin accessed in ServiceNow? What does it create? How is it
assigned? What does it inherit? How long does it last?

a. Accessed from System Security > High Security Settings:

b. High security creates a security_admin elevated privilege role
c. The elevated privilege role is manually assigned and not inherited from any role
d. Elevated privilege only exists during current session

165. Contextual security in ServiceNow protects what? How is data acted upon? What two things
happens before context security is activated?

a. Protects a record based on its contents and table location

b. Data is acted upon based on the position of the information in the table hierarchy
c. Defines access control rules to any level After the High Security Plugin is activated, a
security_admin privilege is created.

166. What is an elevated privilege?

A role that has special permissions for the duration of the log in session.

167. The CMDB application in ServiceNow does what four things?

a. Helps locate failed changes

b. Facilitates quick impact analysis
c. Increase cost saving to the business
d. Contains assets and their relationships

168. What are the two major record types in the CMDB?

a. Core Configuration
b. CI relationship
169. What is a business service map (BSM)?

A map that graphically displays the configuration items that compose a business service and
indicates the status of those configuration items.

170. Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?

Variable type

171. Where are Metrics viewed?

In SN by going to Metrics | Definitions

172. What are two types of metrics?

a. Field value duration - measures a time interval from when a value in a field is achieved until it is
changed.

b. Script calculation- creates a metric instance using script.

The script does calculations and inserts data into the metric table [metric_instance]

173. What does Custom Charting plugin allow you to do?

Allows you to create charts when you have a requirement that cannot be satisfied with the Report
application

174. What four things does a ServiceNow homepage provide?

a. A dashboard of frequently used content which usually includes reports

b. A personal space that is configured to be the first page seen after login
c. Access to multiple personal homepages
d. Access to other global homepages the user has the rights to view

175. What is a gauge and who can create them?

a. It Is a graphical, refreshable widget viewable as a homepage section

b. Gauges are created by admins or users with rights

176. What is a Service Level agreement?

A record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a
certain condition, the tables to access and what type of SLA is being evaluated.
177. In SLA definition, what are the three conditions that will trigger an SLA?

Start Condition, Stop Condition and Pause condition

178. What are the 4 aspects of Service Level Agreement?

a. SLA Definition - The record defining the conditions to trigger the SLA
b. Task SLA - Individual instances of the SLA associated with particular tasks
c. SLA automation - The business rule and scheduled job that automates the SLA
d. SLA Workflow - The workflow driving events or actions based on the SLA

179. What are the three types of SLAs in ServiceNow?

a. SLA agreement
b. Operational level agreement (OLA) - Defines how departments work together to meet the
service level required
c. Underpinning contract (UC) - Manages, monitors, and defines agreements with outside
suppliers. It's a tool for supplier management.

180. What are three functions of a ServiceNow knowledge base?

a. A repository used for the storage and publication of important information that requires
distribution within an organization
b. Something that stores shared configuration documentation, policy documents, compliance
documents
c. Security policy and procedure documents

181. What are five ways of populating the knowledge base?

a. Manually - by creating news articles

b. Automatically, from events or from an incident or task - You can develop a business rule
that generates a news item
c. Importing existing articles
d. From the Service Catalog using a record producer
e. From an existing problem record - The problem application plugin has a workarounds
feature

182. What is the two tier hierarchy of the knowledge base?

a. Topic is the highest level

b. Category is the second level
Example
1. Topic = Email
2. Categories = Calendar permissions, Outlook settings, Increase size of mailbox.
183. What is the Service Catalog in ServiceNow?

It is the central repository of goods and services that an it service desk provides for users

i. It’s an ordering system for goods and services

ii. Help and training portal

184. What is a Record producer and how does it relate to the Service Catalog?

It provides a user-friendly alternative to the regular form interface. It populate record data using
variables and scripts

a. They ask users a series of questions to assist users in the request process
b. This assists them in providing correct and relevant information on forms
c. They provide a single point of entry to create an incident or request.

185. What is an order guide and what does it do?

a. It is a guide that provides the ability to order multiple, related items as one request
b. It prompts user information and uses the rule base to generate options - Depending on what
fields are chosen on the form, the system displays relevant catalog items.

186. True or false - an order generates a request?

True, a request is generated to keep track of the specific order.

187. What are the 3 types of numbers from orders?

a. Request Number (REQ) - The request is generated and given a REQ number
b. Request Item (RITM) - Each item in the order is assigned a Requested Item number
c. Catalog Task number - For each requested item, a set of catalog tasks are created. Each
task is assigned a catalog task number
d. When a user orders an item from the catalog, a request is generated.

188. What four things Service Catalog Variables provide?

a. Options to tailor a catalog item to the customers' needs

b. Definitions of available item options using questions choices
c. Variables to define questions for users
d. Question selections that define the available option

189. True or False - The order field establishes the sequence for displaying the variables?

True, variables with a lower three digit integer, appears first in the list
190. True or False - A variable Set is a modular unit of variables that can be shared between catalog
items?

True - you can define the variable set once and then use it in multiple places

191. What role allows users to define catalog items?

Catalog_admin role

192. What are four facets of an update set?

a. A group of customizations that can be moved from one instance to another.

b. Allows administrators to group a series of changes into a named set and then move this set
as a unit to the other instance.
c. Update sets are "point in time" xml snapshots of records.
d. An update set writes changes from tracked tables to the customer update table
sys_update_xml

193. True or false, an update set is a "point in time" XML snapshot of the record?

True - An update set works by writing changes from tracked tables to the customer updates table
[sys_update_xml)

194. Which six elements allow customizations?

a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view

195. What four components are not in a customization?

a. New records (data)

b. New users and groups
c. Modified CIs
d. Schedules

196. By default in ServiceNow, which of the following customizations are added to Update Sets?

a. Changes made to data

b. Changes made to a form
c. Changes made to a schedule
 d. Changes made to a homepage

197. True or false - it is best practice to never make changes to an update set in the Default update
set?

True - The baseline and Default update sets are self-maintaining and it is not recommended to
change or delete or move them between systems.

198. What are five best practices when working with update sets?

a. Have a plan to manage changes, identify a common migration path

b. Communicate efficiently by knowing what’s being developed and make sure administrators
are aware of developments
c. Include many changes in one set
d. Group like items in a small manageable set
e. Use preview before moving update sets

199. True or false - Do not delete update sets? What are three reason for this?

True - Deleting update sets is not recommended for three reasons

i. It does not undo the updates
ii. It removes any record of who applied customizations to any instance
iii. Next upgrade, customizations will be over written

200. What is an import set and what are two aspects of an import set?

It is a tool used to import data from various data sources and then map that data into ServiceNow
tables.
a) This is an admin function
b) Data that already matches or exists is skipped.

201. What is the purpose of the import set table?

It acts as a staging area for records imported

202. What are three file types and three network sources for imports?

File types
1. CSV
2. EXCEL
3. XML
Network
1. HTTP
2. FTP
3. JDBC
203. What is the task table and what does it provide?

It is one of the core tables provided with the base system.

It provides a series of standard fields used on each of the tables that extend it, such as the Incident
[incident] and Problem [problem] tables.
In addition, any table which extends task can take advantage of task-specific functionality for driving
tasks.

205. What is UI policy? Provide four examples of UI Policy.

Client side business rules (like active links in Remedy).

a. Make a Close Notes field mandatory
b. Hide the Opened by field
c. Make the Priority, Severity, and Urgency fields read-only
d. Run a client script that displays an alert message

206. What is a client script?

Client script is one that is created in the clients scripts form and shipped to the client (the browser),
and they run there instead of on the server.