1

SNOW

What application is available to all users?

Self-Service

What is a form?
A form displays a single record from a table.

Which of the following are form feature field status indicators?

a. Light red - Required field that has a saved value
b. Green- modified field content
c. Red - Required field that requires a value
d. Orange - Read only data that is not editable

What is a list?
A list is a structure that displays information from a table

What are the list interface elements?

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

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

What field type in a list is not sortable?

Timefields

What is a Power edge toolbar?

i. It's the gray toolbar on the left side of the screen for the new ui.
ii. It allows you to show or hide the application navigator or banner frame
iii. Split the screens - Resize screen
iv. Create and manage bookmarks.

What features of ITIL are utilized by the ServiceNow platform?

ITIL Strategy, Design, Transition, Operations

An application is a group of modules?

True - Applications are a grouping of modules or an organizational element in
service now.
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What is ServiceNow?
a. Service Now is a cloud based ITSM tool built on Web 2.0, SAAS , ITIL
v3, PaaS, and IT 3.0. Its significant differential from competitors is that
ServiceNow applications are built on a single platform.
i. SAAS - Software as a service- Service now is the on-demand leader in IT
service management.
ii. ITIL v3 - is a platform of applications offering continual service
improvement
iii. Platform as a Service (PAAS) - delivery of an ondemand, webased
solution stack. Servicenow is java based and uses tomcat on Linux.
iv. IT 3.0 refers to added social IT functionality. Chat etc.

Which of the following are contained in the banner frame that runs across the top
of every Servicenow webpage?
a. Welcome message
b. Impersonation key
c. Logout
d. Homepage
e. Print
f. Help
g. Debug
h. Global text search
i. Header Expand / collapse
j. All of the above (answer)

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

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

Servicenow
True

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.

What is the main area in all Servicenow web pages?

Content pane

What is a breadcrumb?
A horizontal display of filter conditions showing the hierarchy of the conditions
used to display the form or list results.
 3

Where is the impersonation feature located?

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

What are the 3 ways to bring users into the ServiceNow system?
a. Through Single Signon and ldap
b. Using an import set (importing users)
c. Manually enter users, manually creating users

What are the 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

What is 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; a role is a persona that is assigned to a group
or single user. An example is the admin role.

What are the OOTB Servicenow roles?

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

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

What is an Access Control Rule in ServiceNow?

a. ACLs are a list of all access controls for a table. 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

What is the high security plugin in ServiceNow?

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
i. Elevated privilege only exists during current session
 4

Please provide an example of when you use Access Control Record in

ServiceNow
a. 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.

What is contextual security in ServiceNow?

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.

What is an elevated privilege?
An elevated permission is a role that has special permissions for the duration of the
log in session.

The CMDB application in Service now does all of the following.

a. Helps locate failed changes
b. Facilitate quick impact analysis
c. Increase cost saving to the business
d. Contains assests and their relationships

What are the two major record types in the cmdb?

a. Core Configuration
b. CI relationship

What is a business service map (bsm)?

a. business service map graphically displays the configuration items that compose
a business service and indicates the status of those configuration items.
b. **A good example of a business service map is exchange and all the upstream
and down-stream CIS that make up the exchange service.

Multiple Choice, Single Line Text, and Select Box are what type of elements in
Servicenow?
Variable types

True or False- an order generates a request?

True, and request is generated to keep track of the specific order
 5

What is a metric?
a. A metric is used to measure and evaluate the effectiveness of IT Service
Management process
b. Measures data over time to show past history
c. An example of a metric is that it could measure the effectiveness of the incident
resolution process by calculating how long it takes to resolve an incident.
d. Metrics are viewed in SN by going to Metrics | Definitions

What are the 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]

What 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

What is a gauge?
a. Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with Gauge_Maker role.

What is a Service Level agreement?

a. Is 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.
b. If the SLA task does not reach the condition, the task is marked breach
c. SLAs contain actions that can be triggered at different times during the life cycle
of the SLA

What is the greatest benefit of utilizing SLAS?

a. SLA's allow an IT Service Desk to track if there representatives are providing a
specific level of service, and run reports on the success rates of the SLA actions.
b. Slas are commonly used to make sure incidents are being resolved within
desired amount of time.

In SLA definition, what are the conditions that will trigger an SLA?
Start Condition, Stop Condition, Pause condition
i. A pause condition is for example, when a support individual marks a ticket
"pending customer feedback"
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What are the 4 aspects of Service Level Agreement?

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

What are the types of SLAS in Servicenow?

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

What is 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

How is the knowledge base populated?

a. Manually - by creating news articles
b. Automatically, from events or from an incident or task
i. 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,
i. The problem application plugin has a workarounds feature

What is the hierarchy of the knowledge base?

a. Topic is the highest level
b. Category is the second level
i. Example
1. Topic = Email
2. Categories =
a. Calendar permissions
b. Outlook settings
c. Increase size of mailbox.

What role allows users to define catalog items?

Catalog_admin role
 7

What is the Service Catalog in Servicenow?

a. Service catalog 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

What is a Record producer and how does it relate to the Service Catalog?
a. A record producer provides a user-friendly alternative to the regular form
interface. Record producers populate record data using variables and scripts
i. They ask users a series of questions to assist users in the request process
ii. This assists them in providing correct and relevant information on forms
iii. They provide a single point of entry to create an incident or request.

What is an order guide? (In remedy it's like an active link guide)
a. An order guide provides the ability to order multiple, related items as one
request
b. An order guide prompts user information and uses the rule base to generate
options
i. Depending on what fields are chosen on the form, the system displays relevant
catalog items.
c. When a user orders an item from the catalog, a request is generated.

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

What do Service Catalog Variables provide? (Variables are like questions in

Kinetic Request).
a. Options to tailor a catalog item to the customers' needs
b. Definitions of available item options using questions choices
c. Variables define questions for users
d. Question selections then define the available option

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

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
 8

What is 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 tables
sys_update+xml

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)

Which of the following are you allowed to make customizations to?

a. A table
b. A form
c. A field
d. A business rule
e. A client script
f. A view
g. All of the above (this is the answer)

What is not a customization?

a. New records (data)
b. New users and groups
c. Modified CI’s
d. Schedules

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

a. Changes made to data
b. Changes made to a form - B this is the answer.
c. Changes made to a schedule
d. Changes made to a homepage

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.

Which of the following are 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
 9

True or false - Do not delete update sets?

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.

What is an import set?

a. DATA Load
b. An import set is a tool used to import data from various data sources and then
map that data into servicenow tables.
1) This is an admin function
2) Data that already matches or exists is skipped.

What is the purpose of the import set table?

It acts as a staging area for records imported

What are the possible import sources?

Files
1. CSV
2. EXCEL
3. XML
ii. Network
1. HTTP
2. FTP
3. JDBC

What do transformation maps do?

a. Kind of like Extract, Transform, load except its Import transform load.
b. Map source data to destination table
c. Allow you to transform import data into Servicenow format you desire.
d. Any table in servicenow table is a potential destination for transformation of an
import set
e. Any field within a table can serve as a potential destination for transformation
from a field within an import set.
f. You can reuse existing transform maps for mapping data

What is the task table?

Task [task] 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.

Where the business rule get initiated?

They are created in the business rules form
 10

What is UI policy?
a. Ui policy is client side business rules (like active links in Remedy).
b. Examples of ui policy - by qualification or criterion
i. Make a Close Notes field mandatory
ii. Hide the Opened by field
iii. Make the Priority, Severity, and Urgency fields read-only
iv. Run a client script that displays an alert message

What is a client script?

Client scripts are created in the clients scripts form and shipped to the client (the
browser), and they run there instead of on the server. You can define JavaScript to
run in the client browser. Several types of scripts are supported:
i. onLoad(): Runs when a form is loaded
ii. onChange(): Runs when a particular widget changes value
iii. onSubmit(): Runs when a form is submitted
iv. onCellEdit(): Runs when a cell on a list changes value

What is UI actions?
UI Actions are an easy way to put buttons, links, and context menu items on forms
and lists, making the UI more interactive, customizable, and specific to user
activities. These buttons, links, and context menu items can be scripted, making
them more powerful.
i. UI Actions include:
1. Form buttons
2. Form context menu items (right-click the header)
3. Form links (Related Links in a form)
4. List buttons
5. List context menu items (right-click a record)
6. List choices (at the bottom of a list)
7. List links (Related Links at the bottom of a list)
ii. UI actions are given access via permission

What is a business rule? These are like filters in Remedy

A business rule is a piece of JavaScript configured to run when a record is
displayed, inserted, updated, deleted, or when a table is queried. A business rule
can be set to run before or after the database action has occurred. In the case of a
query, the business rule runs before the database operation, so that the data
returned to the user is appropriate to his system privileges (user roles). A typical
business rule might execute a script after a user updates an incident or escalates the
priority of a change request. Use a business rules to create new events for email
notification and script actions.

What are 3 ways to attach workflows to particular requests?

a. Manually, on the catalog item form
b. Automatically based on condition
c. Automatically if there are no other workflows
 11

What is a workflow?
a. A workflow is a virtual representation of tasks consisting of connected steps
planned out in a sequential manner
b. For each step in the workflow, an activity is processed
i. The behavior is determined when the activity begins
ii. Workflows provide a summary of workflow progress by updating any field
designated as a stage field.
iii. Workflows are tracked in the sc_request table

Once the Service Catalog Request is submitted, what workflow stages does the
request go to?
a. Waiting for approval
b. Fulfillment
c. Delivery
d. Completed
e. (Request Cancelled)

True or False - Workflows need to be checked out before they can be edited?
True

The Graphical Workflow Editor is used to drive delivery of a service catalog

order; what are the three basic components to generate and assign?
a. Approvals b. Notifications c. Tasks

Which of the following are workflow activities?

a. Approvals
b. Notifications
c. Timers - Pause the workflow for a set period of time
d. Tasks
e. Utilities
f. All of the above (f is the answer)

True or False - To make a new or edited workflow available to all users, it needs
to be published.
True

What are common, OOTB places where workflows are commonly seen in
Servicenow?
a. Routine Changes
b. Emergency Changes
c. Service Level Agreements (SLA)

True or False - All Workflows have a beginning and end?

True
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True or False - A workflow can have multiple layers of approval

True

SET 4

A User interface (UI) policy is:

-A rule that applies to a form to dramatically change form information or the form
itself
-An alternative to client scripts
- run on the client side (on the browser)

A user interface policy is used to set fields on a form to:

-Visible or hidden
-editable or read only
-optional or mandatory

A data policy:
Enable administrators to set mandatory and read only states for fields and can be
used to enforce data consistency across applications

A UI action is:
The method to put buttons, links, and context menu items on forms in list, making
the UI more interactive, customizable and specific to user activities.

To create a UI button that is placed in the banner:

Personalize the UI actions personalize the UI actions form to show the list banner
button checks box. Use the list button checkbox to produce a button at the bottom
of the list

A business rule is:

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

The Business Rule list display field "When" is used for

to identify when the business rule should execute:
- display; before the record is displayed
- before; a record is saved to the database
- async(queued); Client and server work independently so the client is not waiting
for server.
- after; the database operation is complete.

What is the user?

A user is one records stored in the [sys_user] user table
 13

The Business Rule list display field "Order" is used for

The sequence in which the business rule should run. If there are multiple rules on a
particular activity, the rules will run in the order specified here, from lowest to
highest.

What is the major difference between Business Rules and Client Scripts?
Business rules apply consistently to records regardless of how their accessed client
Scripts only apply when editing through a form. Business Rules are NOT real time.

How are users brought in?

-Manually: Password in ServiceNow
-LDAP: active directory managed outside of service now
-Single sign-on (SSO) external authentication
- employee self-service (ESS) log into company portal page and are directed to
their serviceNow instance.

What is a group?
A group is one record in the [sys_user_group] table. A group is a set of users who
share a common purpose, offering an easy way to refer to those users collectively.

Name the two group characteristics.

1. Users can belong to more than one group
2. Make permission management easier. Groups are assigned roles.

Groups can be established from:

Import from a corporate directory (A group as part of a hierarchy, and a user is part
of a group.) manually created in ServiceNow.

What is the role?

A role is one record in the role [sys_user_role] table. A role is a persona that is
assigned to a group or single-user a user can be assigned more than one role

Name the 4 Out of the Box rolls:

1. System Administrator role has access to all system features, applications,
functions, and data.
2. Specialized Administrator roles manage specific applications.
3. ITIL (or process) rolls fulfill ITIL activities associated with the ITIL workflow
4. Employee self-service (ESS) users

What role is not a role?

Employee self-service (ESS) users are the end-users and are not given roles. They
have limited access to data and features in service now.
 14

How do you map users to groups and rolls?

- Assign users to groups
- Map roles to groups, apply general roles to large groups and specific roles and
entitlements to smaller groups.

What is the Delegate?

A delegate is another user in the instance designed to receive and interact with
approvals and tasks assigned or sent to you.

What is the delegation role?

With the role delegation plug-in, administrator can grant a user the right to
delegate roles within a particular group with the role_delegator role

What is an Application Menu?

An Application Menu is a group of modules, or pages, that provide related
information and functionality.

What is an Application to an Admin?

Applications are the package set of configuration files that provide a business
solution, while application menus are a way to make application features
accessible to users.

The Data base contain:

Tables

Tables contain:
Records

Records hold:
Fields, a field is a column and holds an individual piece of data

Table can be viewed and manipulated through:

1. The record list view.
2. The schema map.
3. The table’s module.

Name the 4 Table relation types

- One to many
- many to many
- extensions
- database view
 15

What is a table extension relationship?

The table can extend another table. The extended table includes unique fields plus
all of the fields from the parent table

What is a one-to-many table relationship?

Within a table a field can hold a reference to a record on another table.

What is a many-to-many table relationship?

Two tables can be related in a bidirectional relationship, so that the related records
are visible from both tables in a belated list. Example: software vendors can sell
multiple products and products can be sold by multiple vendors.

What is a Database view table relationship?

Two tables can be joined virtually using the database views plug-in to allow for
reporting on data that might be stored in more than one table

What is Base Table Class?

The first Table that other Tables extend or specialize from but does not have a
Parent relationship.

What is a Parent Class Table?

A Table that has Child Class Table related.

What is a Child Class Table?

A Table that has Parent Class Table related.

On the schema map:

Blue means- Are tables that are extending the table you're viewing
Green means -Are tables that have been extended by the table you're viewing.
Orange means- This is the table that you're currently referencing.
Red means- Are tables that are "referenced by" the table you're viewing

What does the reference icon look like and what does it do?
It looks like a calendar with a blue dot. You can hover over the reference icon to
display the referenced record.

What is a data dictionary table?

A data dictionary table holds information that defines the database. Every instance
has a set of data dictionary tables.
 16

ITIL Config Item def:

Any Component that needs to be managed in order to deliver an IT Service. . CI's
typically include IT services, hardware, software, buildings, people and formal
documentation such as process documentation and SLA's.

What are upstream CI's?

On the BSM map an upstream configuration item is an item that feeds data into the
configuration item that you're viewing. (Windows is upstream of a Windows App)

What are downstream CI's?

On the BSM map a downstream configuration item is an item that is affected by
the item that you're viewing. (A server app is downstream from a server)

What are the two major record types in the ServiceNow CMDB?
1. The core configuration item table [cmdb_ci]: this table store is the basic
attributes of all the CI's
2. The CI relationship table [cmdb_ci_rel]: this table defines all existing
relationships between CI's

The Import Set Table does

This table acts as a staging area for records imported from a data source

On any configuration items (example: the problem CI) you can get tickets BSM
map by clicking what?
Clicking the icon that looks like a small hierarchical diagram with three boxes
connected

What tables relate to this CMDB?

IT asset management it's all about relationships: integrate the physical,
technological, contractual and financial aspects of information technology assets to
enable holistic and proactive approach to achieving the object tips.

ITIL service catalog management with the service portfolio management plug-in,
business services and the CMDB can also be managed by the service catalog team,
and made available to end users who can then request items from them.

Financial management, with the cost management plan, cause can be associated
with configuration items, so that the cost associate with the configuration
management can be tracked, and bundled into expense lines, budgets, or cost
centers.

What is a business service map (bsm)?

Business service map graphically displays the configuration items that compose a
business service and indicates the status of those configuration items.
 17

What are the six ways to populate the CMDB?

1. Discovery, an automated service now product.
2. Import sets.
3. Integrate with external CMDB's.
4. Web services.
5. Help the helpdesk from within in ServiceNow.
6. Manual input

Transform Map
Provides a guide for moving data from Import Set tables to "Production" tables;
field mapping provides direct field to field data moves.

Before importing any data usage you should

- Understand what data you are bringing in and where it should go.
- Remove obsolete data

What are the Steps to Create a New Import Set Table?

-System import sets > load data
- Select create new import.
- Name the important (label).
- Select upload an Excel file.
- Notice sheet and Header Row choices.
- Browse file you want to upload.
- Click go.

When running a transformation on an import side records are ignored when:

The data in the instance matches the data being imported.

Coalesce on a Field or Set of Fields means:

Setting that field as a unique key for the data transformation

An update set:
Is a group of customizations or personalization’s that can be packaged and moved
from one instance to another via a table [sys_update_xml] table

Allows administrators to group a series of changes into a name set and then move
this set as a unit to another instance

Example: A set of enhancements to incident management can be grouped in a

update site called "Incident Management 2.0"

The knowledgebase is
A repository used for the storage and publication of important information you
want to distribute to your organization
 18

What is captured in an update set?

Business rules
Client scripts
Fields
Forms and form selections reports
Tables
Views
Workflows
Note: Homepages must be manually added.

What are some update set best practices?

- have a plan and identify a common migration path.
- Know what's being developed and make sure the administrators are aware of
developments.
- Do not include many changes in one side.
- Group like items in small manageable set.
- Use "preview" before moving the update sets to compare potential conflicts

Can Update Sets be merged? If so why and how?

If two users are working on separate update set they CAN be combined into one
Update Set for easy transfer.
1. Navigate to System Update Sets > Merge Update Sets
2. Select the Update Sets to merge from the available side. And move them to the
Selected Side.
3. Type in the name of the new set.
4. Click Merge Selected

The knowledge base can be populated using these methods:

Manually, by creating new articles.
From the Service Catalog with a Record Producer
Automatically, from Events
From Existing incidents or other tasks.

Knowledge Base structure

Topics is the Highest Level of hierarchy,
The second level is Category.
Articles is accessed directly from a topic box or form within the category list

What does the Article Type on KB set?

This field sets the markup language you want to use to create the article, HTML or
Wiki.

The Flag Article checkbox is used:

This checks box can be used to flag a Knowledge Base article for review.
 19

What are the Knowledge Article Base submission Workflow Steps?

Draft - Article is being written and stored in the KB
Review - Article is ready for Subject Matter Expert (SME) and Professional
reviews
Published - Article is current and available according to the role assigned.
Retired - Legacy documentation; article is superseded by more current information

Search Knowledge Icon is sometimes called

The Blue Book Icon.

The official definition of an ITIL service catalog is:

A database or structure document with information about all live IT services,
including those available for deployment. The service catalog is only part of the
ITIL portfolio published to customers and is used to support the sale and delivery
of IT services

What is a Service Request - "Record Producer"?

An interface used to create service catalog record; an alternative to list and forms.
Each record producer focuses on a specific process or task and can be used
anywhere in the service now platform. In the service catalog, record producers are
presented in categories along with catalog items. Users can use record producers to
create an incident, request an emergency change, and more. This enables the
service catalog to be used as a complete front-end UI.

What is a Service Request - "Variable"?

Provide options to taylor catalog item to the customer’s needs. Questions that
define items options can be added to ask the end-user ordering the catalog item.
Variables can affect the order price.

What is a Service Request - "Order Guide".

Provide the ability to order multiple, related items as one request displayed on the
initial screen where users fill in some preliminary information and, based on the
initial information, the order guide displays one on more catalog items for the user
to order.

What can ITIL users do that employee self-service users cannot.

Self Service Users can only access the service Catalogue on the Self Service
Application. ITIL Users can see all of that and can see Open Records, Requests,
Items and Tasks.

REQ is:
A Request Number generated to keep track of an order
 20

RITM is
Within a request generated from a catalog order, each discrete item ordered is
given a specific "Requested Item Number"

What are the Service Catalog Variable Types?

Multiple-choice: (creates radio buttons for user defined question choices.
Select box creates a choice list of user-defined question choices.)
Single-line text: (creates a single line text input field.)
Reference: (specifies a record in another table, similar to a reference field.)
Checkbox: (creates a checkbox that may be selected or cleared; list checkboxes in
order under label to create an options question)

What is a Catalogue - Variable Set?

A Variable Set is a modular unit of variables that can be shared between catalogue
items.

What is a workflow?
It is a virtual representation of activities consisting of connected steps planned out
in a sequential manner. It is used to automate a sequence of activities

How do Workflows differ between Normal modules (ex. Incidents) and Service
Catalog items?
In Service Catalog items use the "Stages" field to indicate progress through a
workflow while Incidents on the incident table use "State"

Workflows are modified using what Model?

The "Publish" model. You can "Check out" and "publish" workflows

Expected time on workflows is:

Equal to the Delivery time because workflows cannot calculate the final end time
as not all activities with in a workflow have defined times.

Workflow - Maximum Activity Count:

Is the Max permitted number of workflow activities to prevent endless loops?

What is a workflow activity?

It is a work flow block that organizes the individual actions of the workflow
performs as it runs.

What is Dot-Walking?
Dot-Walking can get information from a series of reference fields from different
tables:
 21

Workflow activities include:

Approvals - (which allow workflows to generate and manage approvals while
driving a record to fulfillment.)
Conditions - (which are activities available for a workflow.)
Notifications - (which allow workflows to notify users of the events that occurred
during the workflow.)
Tasks - (which create and modify task. These activities are only available when the
workflow is defined to run on the table which extends tasks.)
Timers - (which positive workflow for a set period of time.)
Utilities - (which provide useful controls over the path of the workflow, and other
useful tools.)

What is an Event?
An event is an indication to the service now process that something notable has
occurred.

Events are caused by:

- User actions (logging in, approving a request, renaming and attachment)
-Scripts (business rules, workflow)

What is an Event Queue?

Is a table containing a record of every generated event, regardless of its type.

What is a notification?
These are items that can be triggered by events in the platform, but unlike business
rules, require no scripting knowledge and can also be created when a record is
inserted or updated.

What are the five email notification tasks?

1. Configure email properties
2. Create event and business rules (optional)
3. Create notification
4. Configure email addresses and subscribe to notifications
5. Create or update ServiceNow records via email

What can inbound email actions perform?

Inbound email actions can perform various actions in the service now platform.
Inbound email actions behave like business rules and use conditions and scripts to
perform tasks in the platform such as creating new users, assigning task, updating
or trading tasks. A business rule is triggered to log an event associated with the
notification.

What is the symbol on a notification that identifies something as a dynamic

record field?
${ }
 22

What are the different releases?

- Feature release introduces new features include all available fixes to existing
functionality. Is production oriented
- Patch release. Supports existing functionality with a collection of problem fixes.
Includes all previously issued hot fixes for a given release.
- Hot fixes support existing functionality with a specific problem fixed for a feature
release.

What is the path for updates?

A feature release occurs, new hot fixes fixed different problems with the feature
release. A patch release contains the hot fixes plus additional fixes for feature
release.

What are the levels of CRUD (Create, Read, Update, and Delete?)
1. Application and module access; controlled by rules configured at the application
module level.
2. Table and Field access: controlled via a globally defined system properties as
well as table and field level access controls.

If the Role field is left blank on an Application then who has access?
All Users have access unless otherwise identified.

What is Contextual Security?

Allows you to secure a record based on its contents, with the simple security
manager, you could secure fields and tables by adding roles to the appropriate
dictionary entry.

Security rules are defined and set at

- Row level (access to the record)
- Column level (access to the field)

Security rules are executed when?

When attempting to access any service now table to create, read, update, or delete.

What is an Access control?

Is the security rule defined of 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.

What is the Access Control wildcard rule?

The selection of the wildcard symbols (*) from the name drop-down list of the
access control means that the rule in question applies to all fields on the selected
table except for those with explicit rules.
 23

Access control rules can be defined in three ways:

1. Conditional Expression (In your access control rules you'll see a condition
widget where you can add conditional expressions. ex “category is database" if you
want this rule to evaluate to true only for database records.)
2. Scripts - (you can apply security based on a user-defined scripts. Your script has
access to the current record and has a responsibility for setting a global "answer"
variable to allow or deny access.)
3. Roles - (At the bottom of the access control rule there is a related list of roles. If
you put one or more roles there, then only users with at least one of those roles are
performed or allowed to perform the requested operation.)

Access control are evaluated from?

...the specific to general, allowing access only if all conditions evaluate to true.
Evaluating independently all conditions.

What happens if a row level rule and a field level rule are in conflict?
Both Rules must be met before an operation is allowed - Example would be a rule
that allows access to a column and a rule that denies access to row. First rule has
no effect. Access denied.

On the Transaction Long Response Time is:

Round Trip response time for the browser request (in milliseconds)

What is the Difference between "Transactions (All user) log" versus "Client
Transactions Log"
Transactions all does all redirects. Client Transactions does not.

Key Metrics to baseline and Monitor

Memory
Response Time
Available Semaphores (Control the number of user transaction that run in parallel)

An OLA is:
Defines how departments work together to meet the service level requirements
documented in an SLA.

Tasks SLA Table

[Task_sla] table stores each of the individual SLAs attached to a particular tasks.

An Underpinning Contract (UC) is

A type of SLA that defines and monitors the guarantees established with an outside
supplier; it's a tool for supplier Management
 24

What are the 4 major components that work together to Power Service Level
Management?
1. SLA Definition (The record which defines the conditions that trigger the SLA
2. Task SLA (The individual instances of the SLAs associated with particular
tasks)
3. SLA Workflow (The workflow which powers events or actions based on the
SLA definition)
4. SLA Automation (The Business rule and schedule job that automate the SLA)

Personalizations are
Done by Systems and users to improve usability, layout, or appearance. Applied to:
Homepages and Lists

Customizations are
All customer updates, are done by system admin and are captured in an update set;
they can then be ported between instances.

What controls what data users can access?

ACL-Access Control List; ACLS is a rule that will match the object (Field or
Table) and which permissions are required to access the object

What happens when you delete Out of the Box tables

You can't delete base tables and any that are missing will be recreated on an
upgrade.

Which Module does SLA, OLA, and Underpinning Contracts fall under?
Service Level Management - Application
Service Admin - in Book

Retroactive start when activated does what?

When activated, works with the Set Start to field and calculates the start time to
equal when the incident was created

What is ran on the client side and what is ran on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side

In what way does the Switch perspective feature in application navigator assist
you in organizing applications in Servicenow?
It allows you to view application from the perspective of individual roles such as
ITIL, Asset Management, or Admin etc.
 25

What is an Access Control Rule defined by:

- The object being secured and the permission required to access the object.
- By the security admin in the System Security Access Control

What is a Gauge?
a. Is a graphical, refreshable widget viewable as a homepage section
b. Gauges are created by admins or users with Gauge_Maker Role?

In SLA definition, what are the conditions that will trigger an SLA?
Start Condition, Stop Condition, and Pause condition

What on a Homepage is pulled from Knowledge Base?

...

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
c. Catalog Task number - For each requested item, a set of catalog tasks are
created. Each task is assigned a catalog task number

What is a sys_ID?
Is a unique 32 character Globally Unique ID (GUID) used to identify a record. All
tables have it but it may not show in all tables.

SET 5

The primary user Interface is divided into three areas

Banner frame
Application navigator
Content frame

Business service map (BSM)

Navigational view of configurations items and their relationships.
Business Service Management BSM map graphically displays the configuration
items, CI, that support a business service.

Schema map
Relationships between tables in the database

Graphical workflow editor

Interface for defining task workflow
 26

Switch perspective
Filters the available items in the navigator by role

The application of navigator comprises....

Header
Application
Application label
Modules

Opening a list or form directly from the navigator...

Enter the table name followed by .list or .form
E.g. incident.list

Reference icon
Table icon with an (i)
Appears in lists and forms
Hover over displays a pop-up box
Click opens the associated record in form view

Reference Lookup icon

Magnifying glass
Appears in forms beside reference fields (fields that contain data from different
table)
Opens a pop-up box listing records on the referenced table

Common Icons
Homepage
Reference icon
Reference look up icon
Previous and next icons
Toggle tabs icon
CI Map icon
Impersonate icon

CI Map icon
Opens the business service map (BSM) for the configuration item

Searching methods
Global text search
Application Navigator filter text
Record list search
Knowledgebase search
 27

Searching for attachments

Searches attachments in the knowledge base table.
Can be enabled or disabled on other tables

Search options
Search suggestions
Attachment searches
Wild card searches
Fuzzy searches
Proximity searches
Goto search terms
Boolean operators
Grouping

Wildcard searches
Single and multiple character wild cards searches on:
-Global text search
-Knowledge base search
-Record list search
Uses '?'. E.g. tes?t
Multiple character searches look for 0 or more characters to replace ''. E.g. test or
te*t

Fuzzy searches
Tilde (~)
roam~ finds 'foam' and 'roams'
Additional optional parameter between 0 and 1 can specify the required similarity.
E.g. roam~0.8. Default is 0.5

Proximity searches
Supports finding words within a specific distance from each other
Enclose the words in " " and place a ~ and number after.
E.g. “Forgot password "~10 will search for "password" and "forgot" within 10
words of each other in a document

Go to searches
Available when searching for a specific field in a list
Default is a "greater than" query
CONTAINS *searchterm and %searchterm%
ENDS WITH %searchterm
STARTSWITH searchterm%
EQUALS =searchterm
 28

Boolean operators
Must be ALL CAPS
OR (or ||). Default conjunction operator. Equivalent to union in sets.
AND (or &&). Equivalent to an intersection using sets.
+. 'Required' operator. Results must contain the term after the '+'
NOT. (or !). Excludes documents that contain the term after NOT. Cannot be used
with just one term. e.g. Something NOT thing
-. 'prohibit' operator. Excludes documents that contain the term after the '-' symbol

Grouping
Text search supports parentheses to group clauses to subqueries
(CPU OR diskdrive) AND failure

OFTEN MISSED

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
-1
UI POLICY

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.
-1

What are the workflow stages?

Waiting for approval>fulfillment>delivery>completed
-1

What are the steps in a SLA?

Start
stop
pause
-1

What can you do if the Homepage is slow?

Remove some gauges or change the refresh rate

What do incident, problem and change have in common?

They save to the task table
 29

How can you set a read only field?

UI Policy

Retroactive start when activated does what?

Sets start to equal when the ticket was created

What controls what data users can access?

ACL-Access Control List
ACLS is a rule that will match the object (Field or Table) and which permissions
are required to access the object

What is a column?
A field is a column

What is the notification flow and how can a notification be sent out?
Script, Business Rule, Workflow can all send out notifications

Tables and Fields can be viewed and manipulated where?

Record List
Form
Tables and Columns

What is the Duration of the elevated role?

Current Session

Where do you go to delete tables?

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

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

What has conditions, scripts and roles and can limit security?
ACL-Access Control List

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

Modify the order field

How are users related to roles or groups?

1 to many relationships
 30

How do you modify or create workflow?

Utilize the Graphical Workflow Editor

Where do you go in ServiceNow to change the banner and colors?

System Properties, then CSS Properties

What provides a guide for moving data from Import Sets?

Transform Map

When you open a service catalog and click the Order button what gets created?
REQ>RITM>TASK

Does ESS have a role?

ESS does not have a role

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

Default SLA Workflow

SLAs include actions that can be triggered when during the lifecycle?
Anytime

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

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

Type Field

When is a notification sent out?

When an event has been fired

Where can you view information about system activity?

System logs

What is ran on the client side and what is ran on the server side?
UI Policy/Client Script is Client Side and Business Rule/Data Policy is Server Side

What is a variable set?

Unit of variables that can be shared between catalog items
 31

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

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

Security_Admin

What is a row?
A record is a row

What module tracks all upgrades made to the system?

System Diagnostics>Upgrade History

How do you limit file attachments?

Security>System Security

What provides a guide for moving data from import sets?

Transform map

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

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

Inbound Email Action

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

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

What does SaaS stand for?

Software as a service

What is the sequencing of publishing a Knowledge Article?

Draft
Review
Publish

What is a tool that will auto populate the CMDB about your windows computer?
Help the Helpdesk
 32

What are the workflow activities?

Approvals, conditions, notifications, task, timers, utilities

What is a CI?
A CI is tangible and intangible

What are update sets?

Groups of customizations that can be moved from one instance to another
(Homepages are not added by default, data does not get added to update sets,
scheduled jobs are not added to update sets)

What is stored in a table?

Data

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

Service catalog workflow can be attached in 3 ways:

Manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached

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

Service Catalog>Maintain Item

If a request is rejected what happens?

Notification is sent and sets the status to cancelled

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

3 Components of workflow?
Approval, Task, Notification.

Name the SLA scheduled jobs?

SLA Breached

Shortcut to approve a Service Request?

Email.
 33

Variables that cannot be used in client script?

Used : g_form, jslog
Cannot be used : gs.include, producer.variable

3 Components of workflow?
Approval, Task, Notification.

Which influences homepage performance?

Set refresh time as a long one or set it “off”.

3 Components of workflow?
Approval, Task, Notification.

Database name for a custom table?

u_tbl.

Upgrade of instance?
As a snow admin you can manually do it.

Which one on home page will access knowledge?

Catalog Item.

Functionality of data dictionary?

1. To describe database structure
2. To make fields unique & mandatory.

As an end user which modules of service catalog do you see?

My Request & Requested Items.

One pause condition for incident SLA?

Awaiting<something>

How to apply approval in snow?

Approval rules, Workflow, Process Guides

update_synch attribute identifies that it should be captured in update ste?

True.
 34

Client transactions are stored with other transactions in the Transaction Log Entry
[syslog_transaction] table. Client transactions all have
the client_transaction field set to true.

To disable client transaction functionality:

1. Enter sys_properties.list in the application navigator filter.
2. Locate the property named glide.client.track_transaction_timings.
3. Set the property value to false.
4. The functionality can be enabled again by setting the property value to true.

Resetting the List Layout globally will over-ride personal preferences?

False, not OOB. You can probably blow away a database record to do that.

Functionality form mobile version of SN?

Application Navigator, labels & favorites, list & forms

Plugins?
Provide additional optional functionality.

SN can integrate with any solution that uses one of the following 5 techniques?
1. Unencrypted https browser
2. Digest token authentication
3. SAML 1.1 browser POST file
4. SAML 2.0 web browser
5. SSO profile stateless open ID with signature verification.

Role provided by SN?

System Administrator, Fulfiller, Requester, Approvers.

ESS requester have access to?

Submit request, manage own request, access public pages, take surveys & use live feed & chat.

T or F role delegation comes turned on & ready to go out of box?

False; it’s a plugin that must be turned on.

Skills Plugins?
Can assign competences to groups or individuals.

SN is built on?
MySQL Database
 35

3 most common extended tables of cmdb_ci?

Sys_user, sys_user_group, kb_knowledge

Primary use of tables & columns?

To view the schema map.

In schema maps?
Red: Referenced table
Yellow: Referencing table
Green: Extended table
Blue: Extending table

One to many db?

Reference fields, glide list, document field id.

What related tables does the schema map shows?

Class extension or reference.

Default values for numbering?

Starts at 1000 & has 7 characters.

How to populate cmdb?

Import sets, discovery, help the helpdesk, web-services, integrate with cmdb, manual.

Give an eg, of automatically created event driven knowledge article?

Server outage triggers a kb news item.

Record producer is used for?

Workflow based things-request emergency change, wizards, etc.

ITIL says that asset information is used for?

Valuing, depreciating, determining, cost allocation strategy.

What tables you cannot run reports on?

sys_audit, syslog, syslog_transaction, sys_attachment, sys_email

Main tools you can use to tailor service-now?

UI policies, data policies, UI actions, scripts.

UI policies run on?

Client side(browser).
 36

Most customization of system behavior is done using?

Business Rules.

Where do business rules run?

Server side but can be client callable. When it is checked then it can use Ajax for client side scripting.

Business rules are real time or not?

Business rules are not real time. They do not monitor fields on a form, they monitor records as they are
inserted or updated.

Client Request + Server response =?

Round Trip

CRUID stands for?

Create, Read, Update, Delete.

SOAP stands for?

Simple object access protocol.

REST stands for?

Representational state transfer.

Access to Tables & Fields are governed by?

System property & Access control

Contextual Security?
Through access controls., controls every level in the SN object hierarchy, you can control specific tables &
fields.

Two core components of ACL?

What is being secured(row or table) and the rights to it.

3 security modules that an admin uses?

System properties -> security, system security -> access control, system security -> high security settings.

Events caused by?

User action & scripts.

How many events are in baseline implementation?

235
 37

Event definitions are kept in?

Sysevent_register

Where would you go to see if an admin impersonated another user?

To the event queue & look for impersonation in the name field.

Where would you update an email notification?

System policy -> email -> notifications

5 things needs to be done for notification to work?

1. Configure Email
2. Create Events & Business Rules
3. Create email notification
4. Configure subscription based notification plugin
5. Use inbound email actions to perform various actions.

Update set?
Sys_update_xml.

Manually added to an update set?

Homepage

Attachment functionality in a KB article do?

Displays the contents of attachment instead of text in form.

3 SN Releases types?
Future release, patch release, hotfix.

SNOW runs on what type of web server?

Apache Tomcat

What 2 states are current releases available in?

General Availability (GA), Controlled Availability (CA).

Notice period SN sends out for major upgrades?

30days

Where would you look to confirm your instance was upgraded?

System logs -> events & find system.upgraded event
& same to send notification find system.upgraded event in a notification.
 38

What is semaphore?
Controls the number of user transactions that can be run in parallel. It makes sure there aren’t too many
things running at once.

When is semaphore setup & what’s that number based on?

Set at implementation & based on size & load.

Where would you go to monitor your server?

Type stats.do in browser or goto system diagnostics -> stats

What key metrics should use to baseline & monitor your server?
Memory, response time & available semaphores.

T or F – stats.do is showing you average memory use?

F- It’s a snapshot in time of what’s happening.

What is the response time indicator?

Displays the processing time, including the total time, network latency & browser rendering and parsing.

Where to find response time indicator?

Right hand corner of forms & lists

Healthy total response time for network browser & server?

3seconds, on an average

Healthy server response time?

800ms on an average/

What 4 things make up perceived performance of your snow instance

1. Application server response.
2. Network latency.
3. Browser rendering & parading.
4. Instance cache.

Where would you look to see system performance?

System logs -> transactions

What is application server response?

Time for application server to process a request & render the resultant page
 39

What is browser rendering & parsing?

The time for your browser to render the HTML and parse/execute javascript.

What is system cache?

The amount if system resources are available for processing.

How many OOB tables are there in SN?

1294

What does skill management plugin do?

Skill based routing within SN.

How to test a business rule that you made?

Check the server response. If it’s more than 800ms then it’s a problem.

What type of users is CA releases recommended for?

Early adopters.
 40

Fields

Variables: