1.

Which of the following are available in Service Catalog:-

Ans: Record Producer, Catalog Variables, Order Guides

2. What do you mean by SaaS?

Ans. Software as a Service

3. Where are the data get stored.

Ans: Table

4. When you click on create an incident, reset a password, and report an outage, where does it take
you?

Ans: Record Producers

5. Catalog variables are________

Ans: Global

6. To change the prefix of a Ticket Number which module of Service Now is used?

Ans: Number Maintenance table

7. Incident extends which table?

Ans: Task

8. What information is stored in Data Dictionary?

Ans: Database Structure

9. What is single sign on?

Ans: Through this by logging in once in a instance you have the rights or the access authentication of
all the soft wares and web applications

10. How do you view your instance version information?

Ans: System Diagnostics > Stats

11. How do you view your instance's upgrade history?

Ans: System Diagnostics > Upgrade History

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

Ans: Service Catalog>Maintain Item

13. How do you limit file attachments?

Ans: Security>System Security

14. What is a row?

Ans: A record is a row

15. What is a column?

Ans: A field is a column

16. What is stored in a table?

Ans: data

17. What is a configuration item?

Ans: Any tangible device, or intangible dedicated software in the CMDB

18. Which table can be deleted permanently?

Ans: u_

19. To simulate a smartphone what would you append to the Service Now browser?

Ans: $m.do

20. How do you simulate the tablet environment on your PC browser?

Ans: $tablet.do

21. What are three elements of the Smart Filter Condition Builder?

Ans: Field, Operator, and Value

22. What type of files can be imported?

Ans. excel, xml, csv

23. Four Areas of the User Interface (UI)

Ans: Banner Frame, Edge, Application Navigator, Content Frame

24. Two Core Tables in Service Now

Ans: Task and CMDB Tables

25. Before a workflow can be edited it must be...

Ans: Checked out

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

Ans: Publish Workflow

27. Cmdb_ci_server inherits which class?

Ans: cmdb_ci_computer

28. What is a transform map?

Ans: Used to determine the relationships between fields in an import set table and a service now
table

29. Another user in the instance designated to receive and interact with approvals and tasks assigned or
sent to you.

Ans: Delegate

30. What is the group table name?

Ans: sys_user_group

31. An interface used to create service catalog records; an alternative to lists and forms. Each of these
focuses on a specific process or task and can be used anywhere in the ServiceNow platform. In the
Service Catalog, these are presented in categories along with catalog items.

Ans: Record Producer

32. This provides the ability to order multiple, related items as one request displayed on an initial
screen. Where user fills in some preliminary information and, based on the initial information, it displays
one or more catalog items for the user to order.

Ans: Order Guide

33. Service catalog displays?

Ans: catalog items, order guides and record producer

34. ACL is part of which security?

Ans: Contextual Security

35. What is the one pause condition for incident SLA?

Ans: - awaiting <something>

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

Ans: - My requests, Requested Item

37. What does RITM stand for?

Ans: - Requested Item

38. Which one on homepage will access knowledge?

Ans: news

39. What is difference between Save & Insert action on form

Ans. Save saves the record & stays on form, while Insert creates a new record & redirects to list view.

40. Which module is used for create a new Catalog item?

Ans: Maintain items

41. How ACL is evaluated?

Ans: Given a row level rule on incident, and a field level rule on incident. Number, access to the
number field would be allowed only if both rules evaluated to true. Both rules must be met before an
operation is allowed.

OR

Which among the following is correct regarding access control list

Ans: the row level and field level rule both should be active before required operation should takes
place

42. Web services used in Service Now?

Ans: SOAP

43. What controls enable admins to set mandatory and read only states for fields and can be used to
enforce data consistence across applications?

Ans: Data Policy

44. How can you set a read only field?

Ans: UI Policy

45. How are access controls defined?

Ans: Conditional expressions
Scripts
Roles

46. What can cause events?

Ans: User actions

Scripts (Business Rules/Workflows)

An indication to the SN process that something notable has occurred

47. What are the steps to import data using an import set?

Ans: -Load data

-Create the transform map
-Run transform

48. What is a business rule?

Ans: 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.

49. Where in ServiceNow is the sequence for displaying variables set?

Ans: The order field

50. Can we have multiple views?

Ans: Yes

51. Name the 4 Out of the Box roles:

Ans: 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) roles fulfill ITIL activities associated with the ITIL workflow
4. Employee self-service (ESS) users

52. What is a CI?

Ans: A CI is tangible and intangible

53. After submit incident ticket what happens to Additional Comment data?

Ans: Data stores to database and displays in activity log.

54. If multiple modifications are done on the Update Set which customization will be moved to other
instance?
Ans: Only the latest

55. Which module is used to see column structure in a table?

Ans: Tables & Columns

56. How to arrange the Applications in left navigation to user?

Ans: By giving role to user

57. Standard recommendation for Update set?

Ans: Do not use default update set for customization

 Does ServiceNow have multiple datacenters? *
 Yes

 No

Does ServiceNow use a unique, 32-character identifier called a sys_id that is used to
identify each record in ServiceNow *
 No, you must establish unique columns for each table

 Yes, referred as guid or sys_id

Does a company need an email account to send outbound emails from ServiceNow? *
 No, ServiceNow provides one, it is optional to have a company email account

 Yes, they need an email account

Who is the creator of www.servicenowelite.com? *

 Mike Kaufman

 ServiceNow

 The Architect

What does GRC stand for? *

 Gold, Rubies, and Coal

 Government, Revenue, and Capital

 Governance, Risk and Compliance

 Greater Risk Control

What does CMS stand for? *

 Client Modeling System

 Configuration Management Solution

 Content Management System

 Convergence Manufacturer Series

 What does autoSysFields do? *
 enables or disables the update to the fields sys_updated_by, sys_updated_on, sys_mod_count,
sys_created_by, and sys_created_on

 enables or disables cascade updates

 enables or disables the running of business rules that might be triggered

What does it mean when a choice list item has blue text? *

o it is server record

o it is a reference field

o inactive or invalid choice list values

o Two answers are correct

« Back Continue »

What does an iteration mean? *

 repeating a process with the aim of approaching a desired goal, target or result

 DEV, TEST, or PROD ServiceNow applications

 location of the data source

 Two are correct

What does an HTML color code look like? *

 #000000

 AXXX123222

 CODE:RED

 <font-color:chartreuse>

What does AJAX stand for? *

 asynchronous javascript and xml

 apache jelly advanced eXtensible

 advanced jelly and xml

 No answers are correct

 What does ACL mean in ServiceNow? *
 Access Control List
 Advanced Control List
 Advanced Creation List

What does a SQL Statement look like? *

 select * from warehouse

 if(data) == true then execute job()

 PUT file.xls C:\Users\Mike\Documents

What does a ping mean? *

 available memory to central processing unit

 measure of processor throughput

 test to see if an IP address is accessible providing the time it takes to see to get there and back.

What button do you click to test a SOAP Message function? *

 Message Test

 Test Connection

 Test SOAP Message

 Test

What button do you click to test a LDAP Connection? *

 LDAP Connect

 Test Connection

 Ping Data source

 Trace Route LDAP Server

What are types of data sources? *

 File
 JDBC
 LDAP
 All answers are correct
 What are the phases of a StartNow implementation? *
 Plan, Discover, Prepare, Deploy, Operate

 Plan, Do, Act

 Initiate, Plan, Design, Develop, Execute, Post Support

 Plan, Development, Implement, Post Support

What are tasks Scheduled Jobs can do? *

 Run and distribute a report
 Generate a record (incident, change, configuration item, etc.) from a template
 Run a business rule and do whatever the rule contains
 All answers are correct

What are some examples of Authoritative Source Content? *

 HIPAA
 ITIL
 FedRamp
 Two answers are correct
 All answers are correct

Is Incident Management a Module or an Application? *

 Module

 Application

Performance Analytics can contain? *

 KPIs
 Scorecards
 Dashboards
 All answers are correct
 Is there are 32-bit and 64-bit ODBC Driver? *
 Yes

 No

Is the Change Schedule a Module or an Application? *

 Module

 Application

Is ServiceNow single tenant or multi-tenant architecture? *

 Mostly single-tenant

 Multi-tenant

Is Change Management a Module or an Application? *

 Module
 Application

Is all data tracked in update sets? *

 Yes

 No

How would you scheduled Job that closes Resolved Incidents after 3 days. *
 It already exists, just adjust system property
 Ask HI Support
 UI Macro
How does LDAP Authentication work? User enters domain credentials in the ServiceNow login page, the
instance passes those credentials to each defined LDAP server. The LDAP server responds with an
authorized or unauthorized message that ServiceNow uses to determine whether access should be
granted.

Is the above statement true? *

o TRUE

o FALSE
 How do you request POC plugin? *
 From your manager

 HI Support

 Left Nav Bar > System Definition > Plugins > Pick Plugin > Activate

How do you remove the BOOK icon at the end of the Short Description field for
Incident? *
 Remove knowledge_search=true from dictionary attributes

 Create a dictionary override for Task.short_description and override attributes

 Right click > Deactivate

How do you delete a field? *

 Dictionary > Pick Field > Delete Column

 Form Designer > cc.incquick.g > Remove Field > Click Save

 Visual Studio > Pick Form > Remove Field > Click Save

How do you move a ServiceNow Group from one instance to another? *

 Unload Set

 XML Record

 Revision Instance

 PNG File

How do you make a field unique? *

 Dictionary entry for the field, add the unique field and check the true/false box.

 UI Macro

 Field Style

How do you make a field hidden? *

 Access Control

 UI Policy

 Dictionary

 Client Script

 All answers are correct

How do you load data into ServiceNow? *

 CSV File
 XML File

 XLS File

 All answers are correct

How do you increase the size of a field? *

 Right click the field to Personalize dictionary. Increase the string Max length.

 You can't increase the size of a field after it is created

 UI Policy

How do you get to a list using the Left Navigator Search? *

 <table>.list

 my.list

 list.editor

 list.url

 ${list}

How do you get to a form using the Left Navigator? *

 <table>.form

 my.form

 form.url

How do you get performance information in ServiceNow? *

 stats.do

 HI.service-now.com

 wiki.service-now.com

 performance.do

How do you get a record back if you accidentally delete? (Note: not a good idea to rely on
this) *
 By using the ODBC Driver

 Related Lists > Deleted Items

 Left Nav Bar > System Definition > Deleted Records

How do you flush the cache? *

 On the Header Bar > Right Click > Clear Cache
 <instancename>service-now.com/cache.do
 Get Help > Clear Memory Temp
How do you delete a table of records? *
 With a script

 Tables > Select Table > Delete all records

 List Editor

 Tables & Columns > Select Table > Delete all records

 All answers are correct

How do you deactivate a form section? *
 You can't deactivate a form Section

 In System UI > Form Section.

How do you create an information message with a Business Rule? *

 gs.addInfoMessage('message');
 alert('message');
 message.gs('message');

How do you create an error message with a Business Rule? *

 gs.addErrorMessage('message');

 gs.adderrormessage('message');

 confirm('message');

How do you create a user in ServiceNow?

 Left Nav Bar > User Administration > Users > New

 From a User List > Click New

 All answers are correct

How do you create a popup using a client script? *

 ('This is a pop up').alert;

 alert('This is a pop up');

 dialog('This is a pop up');

 popup('This is a pop up');

How do you configure email in ServiceNow? *

 Configure server.xml on the instance

 Left Nav Bar > System Properties > Email

 HI Support

 All answers are correct

How do you clone a ServiceNow instance? *
 Left Nav Bar > Plugins > Clone Instance

 Submit a request in ServiceNow HI or on some versions System Clone > Request Clone

 Option 3

 System Definition > Clone

How do you change the color scheme? *
 CSS

 UI Color Layout

 UI Properties

 Only two are correct

 All answers are correct

How do you change the banner text? *
 System Properties

 My Company

 No answers are correct

 All answers are correct

How do you change design of the login page? *
 Login page

 Welcome page

 ServiceNow Authentication

 server.xml
How do you capture customizations made to a ServiceNow instance to move to another
ServiceNow instance? *
 BOX.net

 Code Capture

 Unload Files

 Revision History

 SNE Files

 Update Set

 Import Set
 How do you call a variable in a Requested Item? *
 current.variables.<your variable name>

 current.<variable_name>

 variables

 All answers are correct

 No answers are correct

How do you call a variable in a record producer? *

 producer.<variable name>
 current.<variable_name>
 variables
 All answers are correct

How do you backup your own code? *

 Update Sets > Export to xml

 Code Exporter

 Code Backup Utility

How do you Adjust buttons? *

 UI Actions

 Buttons

 Business Rules

How do you Adjust a user's rights? *

 Roles

 Client Scripts

 Privileges

 Permissions
How do you add Reminders functionality? *
 Plugins > Reminders > Activate

 Update set > Reminders > Import

 On a form > Right Click header bar > Personalize > Related Lists > Reminder -Task > Click Save

 On a form > Right Click header bar > Personalize > Form Layout > Reminder > Click Save
 How do you add activities (filtered) to a form that doesn't have it listed? *
 Left Nav > System UI > Formatters and add New, enter data and activity.xml for Formatter. Add
"Activities (filtered) to form

 Dictionary > Audit: true. Add "Activities (filtered) to form

 Dictionary > Activities: true. Add "Activities (filtered) to form

 This is set by ServiceNow, you can't change it

How do you activate a plugin? *
 Dictionary > Pick Plugin > Activate

 Left Nav Bar > System Definition > Plugins > Pick Plugin > Activate

 Personalize > Plugins > Activate

 Update Sets > Pick Plugin > Activate

What is true about a watermark? *
 label at the bottom of each notification email to allow matching incoming email to existing records.

 example, Ref:MSG3846157

 generation of watermarks is hardcoded into the system

 All answers are correct

How can you adjust the size of a field on a form? *
 UI Policy
 Dictionary > Max Length
 Business Rule
Do you install a midserver service? *
 Yes

 No, it is a server
. Can you import a Microsoft Project into PPM? *

 Yes
 No
Can you have variables in a Incident record? *
 Yes, if incident was created from a Record Producer

 No, variables are used in Service Catalog Items

 Can you find the phone number for ServiceNow support in the ServiceNow Wiki? *
 Yes

 No
Can you export a Microsoft Project out of PPM? *
 Yes

 No
Can a ServiceNow customer create their own plugins? *
 Yes
 No

Are Update Sets optional for ServiceNow development? *

 Import sets are more required

 They are optional, but suggested to use

 Update sets are not needed

An IF statement is a conditional statement used in programming? *
 TRUE
 FALSE

How would you add a value to a Choice List? *

 Right click Field > Show Choice List > New > Add Choice > Click Save

 Choice Lists > New > Add Choice > Click Save

 Right click Field > Personalize Choices > Enter new item > Click Save

 All answers are correct

A WHILE Loop is control flow statement that allows code to be executed repeatedly based
on a given boolean condition? *
 TRUE

 FALSE
A FOR Loop is a programming language statement which allows code to be repeatedly
executed? *
 TRUE
 FALSE
What does JDBC mean? *
 Java Database Connectivity

 Javascript Directional Based Coding

 Jelly Database Connection

 Joined Database Connection

What does ODBC stand for? *
 Open Data Connection

 Operational Database Connectivity

 Optional Data Basis Connect

 Open Database Connectivity

What does ServiceNow PPM stand for? *
 Process and Planned Task Management

 Project and Process Management

 Project and Portfolio Management

What does setWorkflow do? *
 disables only workflow during a script

 sets the workflow that runs during a script

 enables or disables the running of business rules that might be triggered

What does table rotation do? *
 used to limit sys_import table size

 separates data sets into multiple tables based on date

 used to extend the task table sizing

What does the client tranaction timings feature do? *
 enhances the system logs by providing more information on the durations of transactions between
the client and the server

 sets the form display times for each application

 sets the async data times for records

doit("incident"); doit("sc_request"); doit("sc_req_item"); doit("sc_task"); doit("problem");
doit("problem_task"); doit("change_request"); doit("change_task"); doit("wf_context");
doit("sys_email"); doit("task_ci"); doit("sysapproval_approver"); doit("sysapproval_group");
function doit(table) { var gr = new GlideRecord(table); gr.query(); while (gr.next()) {
gr.deleteRecord(); } }

What does this script do? *

o deletes tables

o deletes records

o clears workflow

Business Rule: Change Open Task Validation Table: Change Request Insert/Update: true
Condition: current.state.changesTo('7') checkOpenTasks(); function checkOpenTask()}
gs.log('Business Rule check for open tasks'); var grChangeTask=new
GlideRecord('change_task'); grChangeTask.AddQuery('change_request'),current.sys_id);
 grChangeTask.AddQuery('state','7'); grChangeTask.Query(); if(grChangeTask.next())
gs.addInfoMessage('do not close this messsage'); current.setAbortAction('True')} }

What does this Business Rule do? *

o validates open tasks

o prevents a change to be closed with open tasks

o checks change tasks on their closure

What is the difference between Deny vs. Allow Access in ServiceNow? Deny is a global security
property that locks down access permissions. Requiring you to create ACL's for users to access
specific applications/tables. The default is deny. Allow access does the opposite of the Deny is a
global security property

Is the statement above true? *

o Yes

o No

What are some different field types? *

 Reference

 String

 Integer

 All answers are correct

 No answers are correct

What features does field normalization have in ServiceNow? *

 Normalization

 Calculations

 Transformation

 Two answers are correct

What is a Business Rule? *
 restore a system to its original or earlier state, in the event of failed or aborted implementation

 detailed listing of activities, costs, expected difficulties and schedules that are required to achieve
the objectives of the strategic plans

 defined-contribution pension account defined in subsection 401(k) of the Internal Revenue Code

 No answer is correct
What is a Business Rule? *
 client-side javascript run on submission, change, and load of records

 server-side javascript configured to run when a record is displayed, inserted, updated, deleted, or
when a table is queried
 No answers are correct

What is a Control Test? *

 turn-based button to test functionality

 process to mitigate risk, enforce a mandated policy statement, and address the directive of an
authoritative source

 execution steps and expected results of testing a control

What is a control? *
 turn-based button to disable functionality

 process to mitigate risk, enforce a mandated policy statement, and address the directive of an
authoritative source

 set process for validating controls and control tests

What is a Data Policy? *
 sets mandatory and read-only states for fields

 sets cascading records

 sets joined tables

 All answers are correct

What is a Datasource? *
 are used for hold the the task table records

 are used to create an import set so that data can be processed, if necessary, prior to being mapped
onto a destination table

 built for the permanent storage of asset information

What is a difference between a csv and xls file? *
 InstallShield packaging

 CSV is comma separate values in plain text format, xls is MS Excel workbook binary file

 No difference

What is a div tag? *

 specifies the font face, font size, and color of text

 same as an anchor tag

 defines a division or a section in an HTML document

What is a font tag? *

 specifies the font face, font size, and color of text

 same as an anchor tag

 groups objects in documents

What is a form annotation? *

 only available for administrators to view
 adds a form comment for debugging
 adds a visual note or label to a form
What is a function? *
 named section of a program that performs a specific task

 data types for information storage

 logical hierarchical architecture of the application design

What is a Go/No Go Checkpoint? *
 background screening process

 decision whether to release a new application

 processor limit of application

What is a join in SQL? *
 PL/SQL for scheduled queries

 combines records from two or more tables in a database

 two or more queries in a execution statement

What is true about a midserver? *
 Java application that runs as a Windows service or UNIX daemon

 facilitates communication and movement of data between the ServiceNow platform and external
applications, data sources, and services

 you can install more than one midserver service on a server

 All answers are correct

What is a planned task? *
 table that extends the Task [task] table
 contains fields like Actual Cost, Actual Duration, and Actual effort
 Used in PPM Module
 All answers are correct
What is a Portfolio? *
 collection of related projects

 Users

 Data Centers
 What is a producer and consumer in webservices? *
 often the producer is the web service provider. The consumer is the external application that
"consumes" the web service

 producer is the xml document envelope, consumer is the header

 producer is the xml encoding type used. Consumer is the parser of the xml document
What is a Record Producer? *
 specific type of catalog item that allows end users to create task-based records

 generates records on a schedule

 UI action to generate multiple tasks

What is a Reference Qualifier? *
 used to restrict the data that is selectable for a reference field

 improves the quality of data imports

 What Field Normalization does

 All answers are correct

What is a regular expression? *
 Figure of speech

 Workshop terminology

 Way to search strings - example: Find:/regex/.*\\(.*)

What is a Script Include? *
 The process of moving code from one instance to another

 exporting similar xml in a dataset

 finding related scripts in a related list

 Commonly used scripts that are only referenced when called

What is a span tag? *
 group inline-elements in a documents
 used to link from one page to another
 hyperlink

What is a ssl certificate? *

 data files that digitally bind a cryptographic key to an organization’s details

 achievement document

 128-bit PNG file for logo encryption

What is true about a task? *
 one of the core tables provided with the base system

 provides a series of standard fields used on each of the tables that extend it
 incident, problem, and change_request tables are extended from it

 All answers are correct

What is a transform script? *
 User login process

 data modeling map

 authentication method

 All answers are correct

 No answers are correct

What is a UI Page? *
 are built to process Import Sets

 are used to create and display forms, dialogs, lists and other UI components?

 can use HTML and Apache Jelly

 uses Adobe FLEX language

 Some answers are correct

 All answers are correct

What is a UI Policy? *
 Button

 Database Fields

 Form Layout

 No answers are correct

What is a variable? *
 variable is a symbolic name for (or reference to) information

 dataset of contiguous information

 workload (or memory allocation) of assembly constructs

What is a VPN? *
 network connection that enables you to create a secure connection over the public Internet
to private networks at a remote location
 vmware instance on the corporate intranet
 cloud computing
What is a webservice? *
 application on the internet

 method of communications between two electronic devices or software over a network

 cloud computing
 What is AJAX? *
 group of interrelated Web development techniques used on the client-side to create asynchronous
Web applications

 HTML DOM

 RTL SUDO language

 RAD Code
What is an audit? *
 certification core

 set process for validating controls and control tests

 german car
What is an Import Set? *
 Import Sets are storage areas for user-entered data

 they are traverse cascading style sets for div sections

 Import sets are original Java Packages included in ServiceNow

 Import Sets table acts as a staging area for records imported from a data source
What is an Inbound Action? *
 Used in REST Web service

 Used in JSONv2 Web service

 Used for inbound email

What is an Update Set? *
 Update sets are used for user security

 They are used to integration with ODBC Datasources

 An update set is a group of customizations that can be moved from one instance to another.
What is true about Asset Management? *
 integrates the physical, technological, contractual, and financial aspects of information technology
assets

 Asset management and configuration management (CMDB) are related, but have different goals.
Asset management focuses on the financial tracking of company property. Configuration management
focuses on building and maintaining elements that create an available network of services.

 The Asset Management application is available and automatically activated starting with the Berlin
release

 All answers are correct

What is Business service maps? *
 star diagram of business services and related tasks

 hierarchical grid of related business services only

 graphically displays the configuration items (CI) that support a business service and indicates the
status of those configuration items
What is Change Management? *
 Twilio integration into Change applications

 process to minimize risks of changes to the IT environment

 cloud computing
What is true about ServiceNow Chat? *
 real-time communication via instant messaging between users in a ServiceNow instance

 Google API integration for Hangouts and ServiceNow

 Lync integration between ServiceNow and Microsoft for instant messaging

What is Client Side Scripting? *
 code that is executed in the data center

 code that is executed in the user's web browser

 code that is executed on the web server

What is cloud computing? *
 local area networks sharing resources

 nimbus clouds on mars

 software, platforms and infrastructure that are sold as a service remotely through the Internet
What is Cloud Provisioning? *
 provisioning and management of mainframes

 provisioning and management of virtual machines

 provisioning and management of user accounts

What is Coaching loops? *
 enables a managerial deadlines on employee performance

 roadmap for effective management and looping strategy

 enables a coach to monitor a specific behavior in an individual or group, the coachee, and provide
timely feedback so that the coachee can do a better job the next time
What is Configuration Management (CMDB)? *
 Form Layout and configuration of ServiceNow

 Build and maintain the logical service configurations of the infrastructure and application domains
that support a service

 Update Sets, Import Sets, and XML the support the code-layer of the ServiceNow Platform
What is CSS? *
 describes the look and formatting of a document written in a markup language
 ajax-based calls for HTML5 functions
 database modeling
What is CTI? How does it work in ServiceNow? A Computer Telephony Integration (CTI) is
accomplished in ServiceNow simply by the external CTI client on the user machines formatting
a URL to the the ServiceNow instance
Is the above statement true? *
 Yes
 No
What is true about ServiceNow Discovery? *
 configuration and management of user accounts on project infrastructure

 finds computers and other devices connected to an enterprise's network

 incident management workflow for solving critical issues

What is true about ServiceNow Graphical workflow? *
 automates multi-step processes

 Each workflow has a sequence of activities

 workflow can generate records or run scripts, and transition between them based on conditions

 All answers are correct

What is HTML? *
 archive file of an optical disc
 framework for building Microsoft Word documents
 standard markup language used to create web pages
 All answers are correct
What is Incident Management? *
 restore normal service operation as quickly as possible following an incident

 identify the cause of an error in the IT infrastructure that is usually reported as occurrences of
related incidents

 high resource management of business services

IP Range Access Authentication is a range of IP address that can access ServiceNow.

Is the above statement true? *

o Yes

o No

What is true about IT Cost Management? *

 high resource management of business services
 tracks configuration item costs

 restore normal service operation as quickly as possible following an incident

What is true about Javascript? *
 dynamic computer programming language It is most commonly used as part of web browsers

 Created by ServiceNow

 Created in 2012
What is Jelly? *
 Apache Jelly is a Java and XML based scripting and processing engine for turning XML into
executable code

 Created by ServiceNow

 Used in client scripts

What can slow down a ServiceNow session? *
 Multiple client scripts on a form

 Many related lists on the form

 sorting a large number of records

 unindexed queries

 All answers are correct

What is a response time indicator? *
 processing time, including the total time and the time for each step, for a completed transaction

 Date time field for Incident Management

 Date time field for Work Management

You are running a background script, and even though you tested it first, it is not running
like you expected. How do you stop it? *
 logout

 contact your manager

 kill the job in All Active Transactions

Which type of script has no ordering? *
 Business Rule
 Client Script
Where do you delete a field? *
 Business Rules

 Dictionary

 Form Layout
Where can you find details of ServiceNow memory usage? *
 <instancename>.service-now.com/memory.do

 ITIL Homepage

 Reports

 All answers are correct

 No answers are correct

When do ServiceNow backups occur? *
 daily
 hourly
 realtime

When are correct situations to use a VPN with ServiceNow? *

 When encryption is needed

 When https is not good enough security

 customer doesn't support LDAPS (port 636) or the customer mail server needs to connect via TLS.

What is the ServiceNow registry? *

 com packages for Windows

 license totals

 Business Rules create events (from the event registry) that trigger email notifications.
What is the difference between the * and None in ACLs in ServiceNow? *
 none is a wildcard, * is empty set

 table.-none- gives access to the entire table. table.* gives access to all of the fields in the table.

 * is a wildcard, none is empty

 Correct100.0%
Attempt 2
All knowledge areas
All questions
Question 1: Correct
When should you clone the instance stack? Select all that apply.

After a formal testing cycle.

Before starting a formal testing cycle.

(Correct)

After comprehensive or long development cycle.

(Correct)

Question 2: Correct
What is an update set? Select all that apply?

An update set writes changes from tracked tables to the customer update tables sys_update+xml.

(Correct)

Allows administrators to group a series of changes into a named set and then move this set as a
unit to the other instance.

(Correct)

Help moving data changes to configuration item fields to another instance.

Update sets are "point in time" xml snapshots of records.

(Correct)


Helps moving changes from Modified CIs.

Question 3: Correct
Which of the following options is an example of a UI Policy?

Increasing width of field.

None of these

To make priority field mandatory.

(Correct)

Creating a new field on form.

Question 4: Correct
Which of the following are captured in update set

Changes to Form layout

(Correct)

Changes to incident record

Changes in group members

Question 5: Correct
Personlizing a list for an individual user will not affect other users list layout

FALSE


TRUE

(Correct)

Question 6: Correct
When you click on create an incident, reset a password, and report an outage, where
does it take you?

Record Producers

(Correct)

Catalog policy

Order Guides

Catalog property

Question 7: Correct
Which among the following is true for UI actions?

List choices do not contain any UI action.

Based on the condition, it can be decided when to make it visible.

(Correct)

All the UI actions of task table are not extended by the incident table.

They run only on server side.

 Question 8: Correct
Regarding update sets, Customer updates/payload is stored in _ table

sys_customer_update

sys_update_xml

(Correct)

update_set

Question 9: Correct
User passwords are are also brought to the ServiceNow sytem with LDAP connection

TRUE

FALSE

(Correct)

Question 10: Correct

Base table for storing SLA records (NOT SLA deinitions) is

sla_definition

task_sla

(Correct)

sla


 contract_sla

Question 11: Correct

Changes made to a workflow version are not added to the update set until the workflow
is published

FALSE

TRUE

(Correct)

Question 12: Correct

Which of the following can be an example of Out Of The Box table

table

(Correct)

x_u123_table

u_table

Question 13: Correct

On an Application Menu, if the role field is left blank, then

All users can see the application menu

(Correct)

Only ITIL and Admins can see the appliaction menu

Only admins can see the Application menu

 Question 14: Correct
To see the relationship between tables in a graphical view, what is used

Tables and Columns

Schema Map

(Correct)

Tables Map

Business Service Map

Question 15: Correct

What fields cannot be edited on list layout

All

HTML

(Correct)

Array

String

Question 16: Correct

Select Correct statements

Metric is used to measure and evaluate the effectiveness of ITSM process

 (Correct)

Metric can gather data as the data is updated

(Correct)

Metric definition provides a declarative way of defining metrics and once defined, the data for the
metric is gathered and occurences of the metric are calculated and stored

(Correct)

Metric measures data over time to show past history

(Correct)

Question 17: Correct

What to do if we want to club two or more update sets

Club Update Sets

Merge Update Sets

(Correct)

Unite Update Sets

Question 18: Correct

When is a workflow complete?

When the workflow reached to Delivery stage.

When the workflow reached to Complete stage.


 When the workflow reached to End Activity

(Correct)

When the workflow runs out of activities.

Question 19: Correct

Which one on the homepage has access to knowledge base

Report

All

Catalog Item

News

(Correct)

Question 20: Correct

How can a list be edited?

List collector

List Calculation

List Layout

(Correct)

List Control
 Question 21: Correct
At which location are the records saved

All

Table

(Correct)

Form

List

Question 22: Correct

How does ServiceNow decide which application should be visible when a user login to
ServiceNow?

Everybody can see all the applications

UI Policies

Defined through Managers permission

Defined on the basis of roles assigned to the user

(Correct)

Question 23: Correct

Unique ID is stored in which field of table

sys_id
 (Correct)

global_number

unique_id

32_id

Question 24: Correct

Basic Knowledge publishing workflow stages are

Created > Reviewed >Deployed

Start > Process > End

None

Draft > Review > Published > Retire

(Correct)

Question 25: Correct

Which instant messaging application will provide real-timetext communication between
users in system

Activity List

Chat

(Correct)


News

Live Feed

Question 26: Correct

Which of the following is not a field

Duration

Suggestion

Split

(Correct)

Script

Question 27: Correct

How are users and groups related

One to One

One to Many

Many to Many

(Correct)

All to All
 Question 28: Correct
Which of the following belongs to Service Catalog

Catalog Items

(Correct)

Record Producers

(Correct)

Change tasks

Variables

(Correct)

Question 29: Correct

User records are stored in which table

sys_users

profiles

users

sys_user

(Correct)

Question 30: Correct

Context Menus, List Buttons, Form buttons are


 UI Pages

Business rules

Buttons

UI Actions

(Correct)

Question 31: Correct

Can we coalesce multiple fields?

TRUE

(Correct)

FALSE

Question 32: Correct

What are the ways to Create CMDB data

Manual

(Correct)

Import Set

(Correct)

Discovery

(Correct)


Help the Help Desk

(Correct)

Question 33: Correct

By default in ServiceNow, what customization's are added to Update Sets?

Changes made to a form.

(Correct)

Changes made to data.

Changes made to a schedule.

Changes made to a homepage.

Question 34: Correct

Example of Contextual Security

ACL

(Correct)

Data Policy

Business rules

None

Question 35: Correct

 Where can Pause condition be used in SLA?

It can be put on any desired field

(Correct)

When putting Pending State

When putting Resolved State

None

Question 36: Correct

Which of the following are captured in update set

Table Creation

(Correct)

Group Creation

Field Creation

(Correct)

Incident Creation

Question 37: Correct

Agreement between departments to meet service level requirements is

OLA
 (Correct)

None

SLA

UC

Question 38: Correct

Personalizing form doesn’t allow users to hide __________ fields

Reference

Mandatory

(Correct)

Read-only

Pre-populated

Question 39: Correct

Which one is used to group related fields together

View

Sections

(Correct)


 List Layout

Form Layout

Question 40: Correct

What is retroactive start in SLA?

It is used for attaching SLA from a particularly created date & time without attaching SLA on the
opened time.

(Correct)

Through this field we can stop SLA on any condition.

This field is not there on SLA Definition page.

This is used for calculating duration of SLA.

Question 41: Correct

What are the two workflow editor user interfaces? Select all that apply.

Canvas

(Correct)

Palette tabs

(Correct)

Title bar
Question 42: Correct
How to manage record numbering (like INC0000001)


None

System Definition > Number maintenance

(Correct)

Number field > Number

System Definition > Numbers

Question 43: Correct

Use _________ to categorize, flag, and locate your records

Search

Tags

(Correct)

Favourites

Bookmarks

Question 44: Correct

The ________ protects application by identifying and restricting access to available files
and data.

Application scope

(Correct)


Verbose log

Access control rule

Application configuration

Question 45: Correct

ACL is a _ security

Physical

Contextual

(Correct)

Security

Mental

Question 46: Correct

Following types of reports are available in ServiceNow

Chart

Bar

(Correct)

Pareto
 (Correct)

List

(Correct)

Donut

(Correct)

Question 47: Correct

When you have subject filled on email notification as well as on the notification
template, which one will appear on the sent email

Blank

Subject from Email Notification

(Correct)

Both the subjects are concatenated

Subject from Template

Question 48: Correct

A _ is a cell in a table which holds an individual piece of data

List

Data

Record


Field

(Correct)

Question 49: Correct

A variable set can be used in multiple catalog Items

TRUE

(Correct)

FALSE

Question 50: Correct

_ can be used to join two tables

Link Tables

Views

Database Views

(Correct)

Question 51: Correct

To access knowledge articles without login, the knowledge article must be

Set to review

Set to Private


 Set to retire

Set to public

(Correct)

Question 52: Correct

Which of the components are visible on Workflow welcome screen

Pallete Tabs

(Correct)

New Workflow Button

(Correct)

List of published workflows

(Correct)

Catalog form

Question 53: Correct

How to update an existing workflow

Click edit and the update

Directly update the workflow

First checkout and then update

(Correct)


Not Possible

Question 54: Correct

What is the difference between save & insert on a form?

Save saves the record & stays on the form while insert updates the record & redirects to the list.

Insert saves the record & stays on the form while save creates a new record & redirects to the list.

Save saves the record & redirects to the list while insert creates a new record & stays on the form.

Save saves the record & stays on the form while insert creates a new record & redirects to the list.

(Correct)

Question 55: Correct

SLA's are defined based on below conditions

Start, Hold, Stop

Begin, Hold, End

Begin, Pause, End

Start, Pause, Stop

(Correct)

Question 56: Correct

What are three examples of basic workflow activity?


Begin, Activity, End.

Approval, notification, task.

(Correct)

Begin, event, task.

Activity, process, task.

Question 57: Correct

Banner Color can be personalized from

Navigation Pane

Themes section

(Correct)

Not Possible

Developer Section

Question 58: Correct

_ application menu has the details about the upgrades in the system

Upgrade History

(Correct)


 Documentation

History

Upgrades

Question 59: Correct

_ is used to grant access to application menus and modules

User Roles

(Correct)

ACL

Assignment Rules

User Rules

Question 60: Correct

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

Modify the order field

(Correct)

Modify Field Types

Variable Set


 Arrange in Alphabetical Order

Question 61: Correct

Variable Sets can be used in

Order Guides

(Correct)

Incidents

Record Producer

(Correct)

Catalog Items

(Correct)

Question 62: Correct

Which of the following is an example of cutom table

custom

project

sys_scripts

u_incident

(Correct)

Question 63: Correct

Groups are stored in which table


user_group

group

sys_user_group

(Correct)

sys_group

Retake test
Continue
 Question 1: Correct
What is the major difference between form configuration and form customization?

Configuration is seen by only one user and personalization is seen by all users

Configuration is seen by all users and personalization is seen only by fulfiller users

Admin users can see the difference between form configuration and personalization.

Configuration is seen by all users and personalization is seen by only one user

(Correct)

Question 2: Correct
If workflow is not published, only checked out will it be captured in update sets?

FALSE

(Correct)

TRUE

Question 3: Correct
A role can include other roles

FALSE

TRUE

(Correct)

Question 4: Correct
Tags can be created on


System properties

Form

List

Both list and form

(Correct)

Question 5: Correct
Does ESS have a role?

No

(Correct)

Yes

Question 6: Correct
When you open a service catalog and click the Order button what gets created first?

REQ

(Correct)

Workflow

TASK


 RITM

Question 7: Correct
What runs on the client side? Select all that apply.

Client Script

(Correct)

Data Policy is Server Side

Business Rule

UI Policy

(Correct)

Question 8: Correct
If a split is added in a form, how many columns are created in form layout?

(Correct)

None

Question 9: Correct
Which one is not part of filter conditions


Operator

Value

Type Field

(Correct)

Field

Question 10: Correct

If a split is added in a form, how many columns are created in database table

None

(Correct)

Question 11: Correct

ESS can access MY Items, MY requests and Knowledge base

FALSE

(Correct)


 TRUE

Question 12: Correct

Gauge can be added to

Banner

Home Page

(Correct)

Report

List

Question 13: Correct

What is related to High Security Plugin in ServiceNow?

security_admin role for elevated privilege

(Correct)

ACL

Impersonation feature

Question 14: Correct

If we make the short description field on incident table as mandatory at the dictionary
level

Short description will be mandated on all the tables which are extending task table

(Correct)


Short description will be mandated on incident table only

Nothing happens

Question 15: Correct

In Service Catalog, what is an order guide?

Allows ordering multiple related items.

(Correct)

Guides user about how to order an item.

Orders can help you to be flexible with your ordering decisions.

Determine which catalog items to order by evaluating order guiderule conditions.

Question 16: Correct

To access the cmdb_ci table which roles are required? Select all that apply.

Admin

(Correct)

Asset user

(Correct)

ESS


 ITIL

(Correct)

Question 17: Correct

Application and modules are loaded based on Roles.

TRUE

(Correct)

FALSE

Question 18: Correct

What runs on the server side? Select all that apply.

Client Script

Script Include

(Correct)

UI Policy

Business Rule

(Correct)

Data Policy

(Correct)

Question 19: Correct

In workflow, what is context?


 Establish possible processing paths.

Shows the steps in the workflow.

Determines behavior based on a change being approved or rejected.

This is the instantiation of the version executing for a given record, showing the processing path.

(Correct)

Question 20: Correct

Best practice to set a read only field?

UI Policy

(Correct)

Business Rule

Data Policy

Client Script

Question 21: Incorrect

Which of the following statements is true when an Administrator edits a workflow?

Once an administrator saves the changes to a workflow, the workflow is immediately accessible
and the changed are available to all users with roles.

(Correct)


 To prevent multiple users with roles from making changes to a workflow at the same time,
workflows need to be checked out before they can be edited.

(Incorrect)

When the workflow is checked out, other users with roles can make changes and add commands.

When a workflow is published, the workflow is available to the person who created it but not to
other users with roles.

Question 22: Correct

In addition to the admin rule, which one of the following roles allows a user to add or
remove fields from a list?

Personalize_List

(Correct)

Personalize_control

Ui_page_admin

Ui_action_admin

Question 23: Correct

Table name of USER ROLE

sys_user

u_sys_ user _role


 sys_role

sys_user_role

(Correct)

Question 24: Correct

cmdb_ci_phone is considered as _______ class to cmdb_ci?

Parent

Extended

(Correct)

Base

Question 25: Correct

Which element controls what data users can access?

Workflow

ACL

(Correct)

UI Actions

Question 26: Correct

UI Actions include: Select all that apply.

Form links (Related Links in a form)

(Correct)


Form context menu items (right-click the header)

(Correct)

List context menu items (right-click a record)

(Correct)

List links (Related Links at the bottom of a list)

(Correct)

List choices (at the bottom of a list)

(Correct)

Tabs on a form.

Question 27: Correct

Breadcrumb is

It is the Context Menu

It is a navigation that can greatly enhance the way users find their way around.

A greater-than sign (>), often serves as a menu

The filter conditions of the list displayed as a summary

(Correct)

Question 28: Correct

 How to capture workflow in update sets?

Create

Checkout

Publish

(Correct)

Validate

Question 29: Correct

What is single sign on?

This is used for checking out the workflow.

It is related to the entries entered in record producers.

It is used for sending email to every user.

Through this, by logging in once in an instance you have the rights or the access authentication of
all the Software's and web applications.

(Correct)

Question 30: Correct

Are searches case sensitive?

Yes


No

(Correct)

Question 31: Correct

Group names are unique

TRUE

(Correct)

FALSE

Question 32: Correct

A business rule is a piece of JavaScript configured to run when a record is_____. Select
all that apply.

Displayed

(Correct)

Inserted

(Correct)

Queried

(Correct)

Deleted

(Correct)

Updated
 (Correct)

Question 33: Correct

Consider a scenario: A user opened an incident record, At that time the incident state
was ‘open’, he changed The State to ‘New’ and saved the record. Later, after sometime
he opened the same record and changed the state to ‘closed’ and without saving it he
changed the state to ‘in Progress’. With the above mentioned scenario above what will
be the old Value and new Value of the incident state?

oldValue =‘open’and newValue=’in progress’.

oldValue =’New’ and newValue=’in progress’.

(Correct)

oldValue =’New’ and newValue= ‘closed’.

oldValue =’in progress’ and newValue=‘closed’.

Question 34: Correct

Record ACL rules are processed in the following ordera) Match the object against field
ACL ruleb) Match the object against table ACL rule

a,b

None

b,a

(Correct)

Question 35: Correct

In SLA, a "retroactive start" allows setting the start time to a time from an earlier
event.


 TRUE

(Correct)

FALSE

Question 36: Correct

Which of the following are best practices when working with update sets? Select all that
apply.

Communicate efficiently by knowing what is being developed and make sure administrators are
aware of developments.

(Correct)

Use preview before moving update sets.

(Correct)

Before moving customization from instance to instance with update sets, ensure that both
instances are different version.

Group like items in a small manageable set.

(Correct)

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

(Correct)

Include many changes in one set.

(Correct)

Question 37: Correct

OnChange Client Script runs on?


All of the above

When the form is updated.

Submitting the value of a particular field.

Change in the value of a particular field.

(Correct)

Question 38: Incorrect

What are possible import sources?

HTTP

(Correct)

SFTP

(Correct)

EXCEL

(Correct)

Network

CSV

(Correct)


 JDBC

(Correct)

Question 39: Correct

To change the prefix of a Ticket Number, which module of ServiceNow is used?

Number Maintenance

(Correct)

Script

UI macro

System properties

Question 40: Correct

What is the purpose of the import set table?

It acts as a staging area for records imported

(Correct)

A new application in servicenow

Used to import users data only

Question 41: Correct

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

Default SLA Workflow.

(Correct)


Default Incident Workflow.

Default Problem Workflow.

All of the above.

Question 42: Correct

How to get security_admin role/ elevated privilege for a user session

Select the Elevate Role option in the security admin

Add security role to the user from Roles related list in user record

Select the security_admin option in the Elevate Roles section

(Correct)

Question 43: Correct

What controls enable admins to set mandatory and read only states for fields and can
be used to enforce data consistency across applications?

Data Policy

(Correct)

UI Policy

Client Script


 Business Rule

Question 44: Correct

Filter can be viewed from

Homepage

Hamburger icon on top of a list

Funnel icon on the top left of a list

(Correct)

Question 45: Correct

Best practices about update sets

As update sets get larger, it becomes harder to review them, takes longer to identify specific
changes within them.

ServiceNow recommends that you complete your update sets as you finish small to medium-sized
tasks.

All of the above

(Correct)

Larger update sets increases the risk of conflicts with other update sets, and takes more time to
preview and commit them.

Question 46: Correct

In workflow, what are the states? Select all that apply.

Waiting for approval



Unpublished

(Correct)

Fulfilment

Checked Out

(Correct)

Published

(Correct)

Delivery

Question 47: Correct

Why use groups?

Identify subsets of users.

Assign permissions.

All of the above.

(Correct)

Preferences for alerts and notifications and receive email notifications.

Question 48: Correct

What are the steps to import new data from a spreadsheet?


Select Import Set, Select Transform Map, Run Transform.

Define Data Source, Select Transform Map, Run Transform.

Select Data Source, Schedule Transform.

Load Data, Create Transform Map, Run Transform.

(Correct)

Question 49: Correct

What is stored in CMDB?

Measurable tangible and intangible data of a Record Producer & CI.

Measurable tangible and intangible data of a CI.

(Correct)

Measurable tangible and intangible data of a table & CI.

Measurable tangible and intangible data of a Business Service & CI.

Question 50: Correct

It is good practice to never make changes in the Default update set.

TRUE

FALSE
 (Correct)

Question 51: Correct

In Service Catalog, name some kinds of variable types? Select all that apply.

Multiple choice

(Correct)

Select box

(Correct)

Multiple checkbox.

Reference

(Correct)

Single line text

(Correct)

Question 52: Correct

What is metric

A metric is a time measurement used to report the effectiveness of workflow and SLA.

A metric is used to measure and evaluate the effectiveness of IT management process.

(Correct)

A metric is a comparative measurement used to report the effectiveness of workflow and SLA.


A metric is a report gauge used on homepage to display real-time data.

Question 53: Correct

When you customize a homepage, SNC makes a copy of it and _________

Adds the prefix “My” to the homepage name.

(Correct)

Adds the prefix “Personal” to the homepage name.

Adds the numeric prefix at the end of the homepage name.Adds the prefix “New” to the
homepage name.

Question 54: Correct

___________ steps you through suggested configuration of applications on your
ServiceNow instance.

Form designer

Configuration Guide

Instance setup wizard

Guided setup

(Correct)

Question 55: Correct

Jelly Scripting is used in UI Macros & Content Management system.


 FALSE

TRUE

(Correct)

Question 56: Correct

What are the OOTB workflow stages on Requested Items? Select all that apply.

In progress

Waiting for approval

(Correct)

Completed

(Correct)

Delivery

(Correct)

Fulfillment

(Correct)

Question 57: Correct

What roles are provided?

All of the above

Employee Self Service (ESS)



Approvers

(Correct)

System Administrator

(Correct)

Question 58: Correct

Cmdb_ci_server inherits which class?

cmdb_ci

cmdb_ci_configure

cmdb_ci_computer

(Correct)

cmdb_variable

Question 59: Correct

What is used before comitting update set to find potential conflicts

Update

Validate

Check


 Preview

(Correct)

Question 60: Correct

For UI policy to be applied on all views, which among the following should be checked:

on load

global

(Correct)

run script

condition

Question 61: Correct

What are filters?

None of these

A set of conditions applied to a table to help find a subset of data

(Correct)

Works similar to a search field

Just used for sorting the data

Question 62: Correct

What is Service Catalog in ServiceNow?


All of the above

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

(Correct)

Help and training portal.

Its an ordering system for goods and services.

(Correct)

Question 63: Correct

If a developer opens up an existing client script for code reference and the user already
has selected the desired update set but doesn’t want it to be captured in update set.
What will you suggest the user do?

Click on update.

Do not click submit/save/update.

(Correct)

Right click and save the script.

Click on submit.

Retake test
Continue
1.Which of the following is correct regarding new groups, new CIs , new user

Ans : They are not captured in update sets

2. In service now setup how would administrator will send notification after the instance has been
upgraded.

a. by updating the notification “system upgraded” in notification module with the required user you
want to send notification.

b. by writing a business rule

c. by writing a client script

d. .in email logs by updating the notification “system upgraded” in email logs module with the
required user you want to send notification.

3.what are the two settings that wecan perform with context to contextual security manager

a. can change the release dates and restrict auto generated notifications

b. can change the release dates and manage group personnel

c. can restrict the application and increase the notification size

d. can restrict attachment list and increase attachment size

4.which among the following module can be used to access fields

a.tables and columns

b.list

c.tables and fields

d.list control

5. what does the available list composed of in the slush bucket

Ans: fields which are existing on the current form

6.which among the following is correct regarding access control list

a. the row level and field level rule both should be active before required operation should
takes place
b. for more than one rule, older one runs first
c. rule which have more roles will get the precedence
d. rules run from general to specific

7.what does SAAS stands for

-> software as a service

SDG-Internal
8.In import sets which among the following is true with respect to coalesce

a. colaesce is used to merge the transform maps

b. if the souce import sets data does match with the destination production data then a new
record is created.

c.colesce may be used to update the destination production data

d. if more than one coalesce is there than the first one will be considered

9.what does RITM stands for

-> requested item

10.on submitting the incident form , which among the following is correct

a. work notes get captured in the activity logs.

b. work notes gets overwritten in the work notes field

c. work notes value persists as such on the form while it also gets captured in the activity logs

d. on submitting the form the value of impact is calculated by adding priority and urgency

11.which among the following is true regarding coalesce

Answer: when a match is found between the data of source import set and destination
production table, the existing record gets updated.

12.how an administrator will access the fulfillment group in service catalog

Ans: request(REQ)-> requested item(RITM)-> Task

13.For ui policy to be apply on all views which among the following should be check

a. on load

b. condition

c. global

d. run script

14. . What is the use of BSM in Service Now?

a. A Business Service Management (BSM) map graphically displays the configuration items (CI)
that support a business service and indicates the status of those configurations.

15. what data is stored in CMDB

ans. All the itil process data pertaining to configuration items

SDG-Internal
16. How can you make a field visible in the reference field of another table?

Ans. By right clicking on the field and personalizing the dictionary then checking the display
checkbox.

17. Difference between Business Rule & Client Script?

a. Business rule works on before insert, update delete in a database & client script works only
on Submit.
b. Business rule works on before or after Insert, update delete in a database & client script
works on Submit, on change, on Cell Edit & on Load.
c. There is no difference b/w the two.
d. Business Rule works on Browser side and client scripts works on Server side.

18.what is the purpose of knowledge management?

Ans: to collect the articles, store them and republish them

19. how will u make knowledge articles accessible before logging into the sytem

Ans : make them public

20.what is a workflow

Ans: . A set of activities placed in a sequenced.

21.which among the following is true regarding workflow

Ans : The changes made to the workflow are reflected to other users with roles only after the
workflow gets published.

22.which among the following is true for ui actions

a. they run only on server side

b.based on the condition, it can be decided when to make it visible

c. all the ui actions of task table are not extended by the incident table

23.where is the data get stored.

Ans: Table

24.before creating the service catalog ,administrator should know which of the following thing

catalog variables are global

25. what activities can be performed by workflows

Ans: sending approvals, notifications, complex fulfillment processes

26. what does home icon consists of?

SDG-Internal
 Ans-> list of homepages

27. what is an upate set?

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

28. what changes are stored in update sets?

Ans-> business rules, forms, fields, table, views

29. system admin wants to change the prefix of incident number to INT , how it can be achieved
a. It is inbuilt, cannot be changed
b. Through Number Maintenance module
c. Through BR
d. Changing the system properties

30. in service catalog application, which module is responsible for creating items

a. maintain dynamic categories

b. maintain category

c. maintain items

d. items

31. which among the following is correct regarding global business rule

a. they are condition based

b. they can be operated on update, insert while not on delete, query

c. they are not client callable

d. they are executed before user and platform interaction

32.What is retroactive start in SLA?

Ans :It is used for attaching SLA from a particular created date & time

33.Types of SLA (SLA, OLA & UC) are defined in which field?
a. Condition field
b. Retroactive Start
c. Type field
d. Duration

34. What does Key Icon on banner indicates in Service Now?

a. On clicking it we can see reports
b. On clicking it we can see the profile of any other user
c. On clicking it we can set security rights
d. On clicking it we lock the page

35 _______ User can see tickets, messages and mails of other user.

SDG-Internal
Ans: delegate

36 on homepage which among the following shows that the current homepage is the one on which
changes would be done.

a.add content

b.switch to page

c.change layout

d. pages

37. where does the global text search appear?

Ans: on Banner

38. For which of the option , changes are captured in Update Set ?

Table

39. ESS Users can see which of the modules ?

My Requests, Requested Items, Incidents

40. SOAP is used for exchanging structured information in the implementation of Web Services in
computer networks.

41. Condition in Service Now has _________ .

field ,operator,value

42. Change in New User /Group /Configuration Item are ____________ ?

not captured by update set .

43. _______ user can see tickets ,messages and mails of other user.

Delegate

44. What does Key Icon on banner indicates in Service Now ?

On clicking it we can see the profile of any other user for testing

45. What is the Use of Transform Map in update set ?

It determines how data is mapped onto a ServiceNow table by specifying the destination table

46. Which of the following option is an example of UI Policy ?

To make priorty field mandatory

47. How to make a Business Rule global ?

SDG-Internal
Checking the Global field of Buisness rule

48. What is the use of Script Includes in Service Now ?

the scripts that are used again & again are maintained in Script Includes so that it can be called any
time in the required scripts

49. For which tables all SLA's are tracked ?

task_sla

50. What is the use of BSM in Service Now ?

A Business Service Management (BSM) map graphically displays the configuration items (CI) that
support a business service and indicates the status of those configuration items

51. What does Contextual security Manager do?

It works on ACL rules

52. Impersonate User means ____?

Impersonate User can shift to any other user for testing.

53. To improve the System Performance which among this is preferred ?

Either put refresh as off or increase time of refreshing a page

54. List can be edit by?

List Control

55. What is retroactive start in SLA?

It is used for attaching SLA from a particular created date & time without attaching SLA on the
opened time.

56. type of SLA ( SLA,OLA & UC ) are defined in which field ?

Type field

Incident Priority is calculated on the basis of Impact & Urgency.

58. Where Pause condition in SLA can be used?

it can be put on any desired field

59. What is the use of Coalesce in Transform Map ?

SDG-Internal
coalescing on a field (or set of fields) means the field will be used as a unique key. If a match is found
using the coalesce field, the existing record will be updated

60. For the reference of any table column on any other form which of the activity is performed ?

Personalize ->Dictionary->check the display box of that table

61. Catalog variables are________ ?

Global

62. To change the prefix of a Ticket Number which module of Service Now is used ?

Number Maintainance table

63. Diff. b/w Buisness Rule & Client Script ?

Buisness rule works on before or after Insert,update delete in a database & client script works on
On Submit,OnchangeOnCellEdit&OnLoad

64. When you click on create an incident, reset an password, report an outage, where does it take
you?

Record Producers

65. Incident extends which table?

Task

66. What information is stored in Data Dictionary ?

Database Structure

67. How to decide which application will be visible on logging?

Defined on the basis of roles assigned to the user.

68. UI actions are executed on client or server?

On both Client & server side by checking the Client field

69. What is single sign on?

It is used for sending email to every users

70. Can we delete all tables?

Only user tables can be deleted .System tables can't be deleted

71. If a table is created with label "ghi" which name will appear in dictionary for it?

u_ghi

72. Can we have multiple cycles for approvals in catalog item?

SDG-Internal
Yes

73. Cmdb_ci_server inherits which class?

cmdb_ci_computer

74. Content of service catalog ___________?

News, Gauges ,Catalog Items

75. What is there stored in CMDB?

Measurable tangible and intangible data of a CI.

76. Purpose of workflow?

workflow generates a sequence of activities, such as generating records or running scripts, and
notifications

SDG-Internal
1) What are the parameters in Client Transaction Timing logs.

2) Which one is correct with respect to ACL

a) If two ACLs are written on a field the newer one is applicable.

b) If two ACLs are written on a field the older one is applicable.
c) Both field and table level ACL should pass to get access to a field.
d) None

3) What are the core tables in Service Now.

a) Sysapproval_approver, wf_context
b) Sys_user, task
c) Sys_user, cmn_location
d) Incident, change

4) What is the use of graphical workflow editor.

To create workflows

5) How to create filters.

In header bar, filters -> Edit personal filters.
We can edit or create new filter.

6) Select the correct option with regard to applying filter

a) Field Operator Value
b) Value Operator Field
c) Operator value field
d) Field Value Condition

7) Objects created after click on order now in service catalog

a) REQ RITM SC_TASK
b) Approval Task
c) RITM TASK
d) None

8) Which will get captured in update set

a) User creation
b) Group creation
c) Form layout changes
d) Schedule job creation

9) Supported file types for import set

a) XML, Excel, CSV
b) CSV Excell
c) Css Excel CSV
d) XML Css Excel

10) Transform maps are used for

a) Mapping fields from source to target table
b) Creating record in import set table
c) Defining Import set
d) ALL
11) UI Policy runs on
a) Client
b) Server
c) Both
d) None

12) UI Policy can

a) Populate default value
b) Make field mandatory
c) Delete some value
d) Create a new filed

13) Difference between insert and save

14) What happens when we update work notes.

15) Role required to modify ACL

a) System_admin
b) Admin
c) Security_admin
d) Admin_acl

16) What happens when an user adds a new report to the homepage
It will create a widget

17) What is view in service now.

A view defines the elements that appear when a user opens a form or a list.

18) What do you mean by an event.

An event is a notification from one or more monitoring tools that indicates something of
interest has occurred, such as a log message, warning, or error. The system receives or pulls
events from one or more external event sources and stores them in the Event [em_event]
table.

19) Types of Service request.

20) What is variable set

Variable sets allow you to group variables together, and share this group between
multiple catalog items and order guides.

21) What is dictionary override

Dictionary overrides provide the ability to define a field on an extended table differently from
the field on the parent table.
For example, for a field on the Task [task] table, a dictionary override can change the default
value on the Incident [incident] table without affecting the default value on Task [task] or on
Change [change].

22) Should we move default update set to move customization from one instance to other.
No

23) What is a schema map.

The schema map displays the details of tables and their relationships in a visual manner,
allowing administrators to view and easily access different parts of the database schema. The
schema map can also be printed directly from a browser.

24) What is BSM map

A Business Service Management (BSM) map graphically displays the configuration items (CI)
that support a business service and indicates the status of those configuration items.

1.What does ServiceNow PPM stand for?

Project and Portfolio Management

2.What does setWorkflow do?

enables or disables the running of business rules that might be triggered

3. What is a Control Test? *

execution steps and expected results of testing a control

4. What is a control?
process to mitigate risk, enforce a mandated policy statement, and address the directive of an
authoritative source

5. What is a Record Producer?

specific type of catalog item that allows end users to create task-based records

6. What is a regular expression?

Way to search strings - example: Find:/regex/.*\\(.*)

7. What is a span tag?

group inline-elements in a documents

8. What is AJAX?
group of interrelated Web development techniques used on the client-side to create
asynchronous Web applications

9. What is true about ServiceNow Discovery

finds computers and other devices connected to an enterprise's network

10. IP Range Access Authentication is a range of IP address that can access ServiceNow
Yes
11. Which type of script has no ordering?
Client Script

12.When are correct situations to use a VPN with ServiceNow?

customer doesn't support LDAPS (port 636) or the customer mail server needs to connect via TLS.

13. What is the difference between the * and None in ACLs in ServiceNow?
table.-none- gives access to the entire table. table.* gives access to all of the fields in the table

14. Can a ServiceNow customer create their own plugins?

No

What does Order guide refer to in Service Catalog?

Ans: Bundled Request (An order guide gives customers an easy way to order multiple related items as
a single request)

Where BSM maps are stored? On which table?

bsm_map2 table (Business Service Management map)

Which field should be there in table that identifies that it should be captured in Update Sets?
Ans: update_synch attribute

Where is workflow versions captured?

Ans: wf_workflow_version table

If workflow is not published, only checked out will it be captured in update sets?
Ans: No, only published workflows are captured in update sets.

What does workflow timelines represent?

Ans: Shows timestamps in graphical form for activities of workflow.

When Business rules can be used in Knowledge base?

Scenario based: To insert Knowledge Article or Knowledge Submission through Incident, problem or
change as record is closed in these mgmt.

If prefix of Incident needs to be changed, which table should I refer?

Ans: Number Maintenance table [sys_number].

Global Search option can be found in which part of UI?

Ans: On Banner

In which part of UI will you find help (link to wiki) option?

Ans: On header bar in Banner

What is security_admin role?

Ans: It comes after enabling High security plugin. (Elevated privileges)
If a user is not given filter_global or filter_admin role, what will be the impact?
He can save the custom filter for himself only, neither for his group nor globally.

Scenario when an Interceptor can be used?

Ans: In change management case to provide different option for user in case of separate view and
template

What changes are not captured in update sets?

Ans: New user/group records and modification to a CI record.

Where will you find option to edit a list?

Ans: List control

How many major releases does Service Now have in a year?

Ans: 1

cmdb_ci_server inherits which class?

Ans: cmdb_ci_computer

What are the UI components of a homepage?

Banner, Content pane and Application Navigator.

What should be enabled to make a KB article accessible to everyone?

Ans: It should be made public

How will you define a Service catalog workflow?

Ans: Define Workflow properties, Define Workflow activities, Publish it.

What is SSO integration?

Ans: Single sign on for multiple applications

Where does Home page list and Impersonate Icon present?

Ans: Present on banner

Coalesce in import set?

Ans: Reduce chances of Data Redundancy during import

SLA-Retroactive start.

Delegate User
Ans: Request on behalf

Pause condition in SLA.

Defines conditions (using the Condition Builder) which, if met, pauses the SLA's timer. Once the
conditions are no longer met, the SLA will resume. Pause conditions are not compatible with Relative
Durations.
What all actions can be performed with inbound email?
Ans: create or update a record

Content of service catalog

Catalog Items, Record Producers, Order Guides

RITM stands for? –

Ans: Requested Item

Table for SLA task - task_sla

Table for SLA Definitions – contract_sla

How KB are organized? –By Topics and Categories

How applications appear?-By Roles

Content of banner in S-Now. –

Ans: Global Search, Impersonation Icon, Update Set, Print, Logout, Home, Debug, Wiki help

ACL applies on?- Ans: Fields and tables

ESS can access- Ans: My Items, My requests, KB

How to change Homepage Color? Ans: CMS (Content Management System)

Data Dictionary is used for?-Ans: Database Structure

Workflow editor and Service catalog differs in approval methodology? Ans: True

When high security plugin is enabled? By Default

SLA, OLA and UC are configured in which module? Ans: Service Level Management

Which is parent table for INC, CHG, PRB? Ans: task

How can you view reports on homepage? Ans: Add to Homepage

DB name for custom table? Ans: u_tbl

KB articles are referred in which modules below (Service Catalog, News, INC)? Ans: News

Where are customizations stored? Ans: sys_update_xml [Customer Update] table

What things are tracked in customizations?

What do you mean by Elevated Privileges?
A role that has special permissions for the duration of the log in session

How do you modify the field behavior? Ans: Right click> Personalize > Dictionary.
Shortcut to approve a Service Request? Ans: Right Click -> State -> Approve

How do you enhance Homepage performance in case of gauges?

Ans: Off Refresh Button/Delete Gauges

ACL evaluates on below…. Ans: condition/script and roles

If workflow checked out, can it be modified by any user? And: Yes, using force checkout

If a split is added in a form, how many columns get created? 2

Role assignment. Ans: Inherits to group members

One to many relationship in table.

Ans: Incidents may be associated with only one problem, but problems may be associated with many
incidents

Import Sets characteristics

The Import Sets table acts as a staging area for records imported from a data source.

What influence system performance? Ans: More gauges on homepage/unnecessary glide queries

Icon of reference? Select image

If homepage is modified, system copy homepage and create? Create with prefix My

Data inconsistency correction is done from automated?

Plugin (Field Normalization)
Configurations
Workflow
None of these

SC workflow, when it will execute? Ans: only for task running against sc_cat_item

What is represented by order in Service catalog? Ans: how the catalog variable will be displayed.

When High Security plugin is activated? Ans: Penetration testing.

How ACL is applied? Ans: only on table and field level.

Delegate Rules? Ans: User who is being delegated should be of same department?(need to verify)

What is a Column and row in a table? Ans: Column is a field and row is a record.
If User customizes the Homepage, what happens? Ans: A prefix My is added to the homepage.

What is true about Service catalog variables? Ans: They are global.

What is there stored in CMDB? Ans: Measurable tangible and intangible data of a CI.

How to set display value for any field. Ans: By using dictionary

Standard recommendation for Update set..? Ans : Do not use default update set for customization

Application Navigation Search history is stored somewhere or not? Ans: No

Service Catalog workflow activities..? Ans: Workflow properties, Workflow activities and publish

Order the typical no of users for any SNOW instance: Ans: ESS, ITIL, Delegate Admin and Admin

Catalog request flow: Ans: Item Requests, RITM, Fulfillment, Procurement

How to change background color? Ans: Right Click -> Personalize -> All -> Style

After save on form. Which fields get stored in activities log.? Ans: Audited fields

Where are the data get stored.

Ans: Table
When you click on create an incident, reset a password, and report an outage, where does it take you?
Ans: Record Producers
Catalog variables are________
Ans: Global
To change the prefix of a Ticket Number which module of Service Now is used?
Ans: Number Maintenance table
Incident extends which table?
Ans: Task
What information is stored in Data Dictionary?
Ans: Database Structure
What is single sign on?
Ans: Through this by logging in once in a instance you have the rights or the access authentication of
all the soft wares and web applications
How do you view your instance version information?
Ans: System Diagnostics > Stats
How do you view your instance's upgrade history?
Ans: System Diagnostics > Upgrade History
Where do you go to add/modify a service catalog item?
Ans: Service Catalog>Maintain Item
How do you limit file attachments?
Ans: Security>System Security
What is a row?
Ans: A record is a row
What is a column?
Ans: A field is a column
What is stored in a table?
Ans: data

What is a configuration item?

Ans: Any tangible device, or intangible dedicated software in the CMDB
Which table can be deleted permanently?
Ans: u_
To simulate a smartphone what would you append to the Service Now browser?
Ans: $m.do
How do you simulate the tablet environment on your PC browser?
Ans: $tablet.do
What are three elements of the Smart Filter Condition Builder?
Ans: Field, Operator, and Value
What type of files can be imported?
Ans. excel, xml, csv
Four Areas of the User Interface (UI)
Ans: Banner Frame, Edge, Application Navigator, Content Frame
Two Core Tables in Service Now
Ans: Task and CMDB Tables
Before a workflow can be edited it must be...
Ans: Checked out
To make a new or edited workflow available to all users, it needs to be published.
Ans: Publish Workflow
Cmdb_ci_server inherits which class?
Ans: cmdb_ci_computer
What is a transform map?
Ans: Used to determine the relationships between fields in an import set table and a service now
table
Another user in the instance designated to receive and interact with approvals and tasks assigned or
sent to you.
Ans: Delegate
What is the group table name?
Ans: sys_user_group
An interface used to create service catalog records; an alternative to lists and forms. Each of these
focuses on a specific process or task and can be used anywhere in the ServiceNow platform. In the
Service Catalog, these are presented in categories along with catalog items.
Ans: Record Producer
This provides the ability to order multiple, related items as one request displayed on an initial screen.
Where user fills in some preliminary information and, based on the initial information, it displays one or
more catalog items for the user to order.
Ans: Order Guide
Service catalog displays?
Ans: catalog items, order guides and record producer
ACL is part of which security?
Ans: Contextual Security
What is the one pause condition for incident SLA?
Ans: - awaiting <something>
As an end user which modules of service catalog do you see?
Ans: - My requests, Requested Item
What does RITM stand for?
Ans: - Requested Item

Which one on homepage will access knowledge?

Ans: news
What is difference between Save & Insert action on form
Ans. Save saves the record & stays on form, while Insert creates a new record & redirects to list view.
Which module is used for create a new Catalog item?
Ans: Maintain items
How ACL is evaluated?
Ans: Given a row level rule on incident, and a field level rule on incident. Number, access to the
number field would be allowed only if both rules evaluated to true. Both rules must be met before an
operation is allowed.
Which among the following is correct regarding access control list
Ans: the row level and field level rule both should be active before required operation should takes
place
Web services used in Service Now?
Ans: SOAP
What controls enable admins to set mandatory and read only states for fields and can be used to
enforce data consistence across applications?
Ans: Data Policy
How can you set a read only field?
Ans: UI Policy
How are access controls defined?
Ans: Conditional expressions
Scripts
Roles
What can cause events?
Ans: User actions
Scripts (Business Rules/Workflows)
An indication to the SN process that something notable has occurred
What are the steps to import data using an import set?
Ans: -Load data
-Create the transform map
-Run transform
What is a business rule?
Ans: 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.
Where in ServiceNow is the sequence for displaying variables set?
Ans: The order field
Can we have multiple views?
Ans: Yes
Name the 4 Out of the Box rolls:
Ans: 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 is a CI?
Ans: A CI is tangible and intangible
After submit incident ticket what happens to Additional Comment data?
Ans: Data stores to database and displays in activity log.
If multiple modifications are done on the Update Set which customization will be moved to other
instance?
Ans: Only the latest
Which module is used to see column structure in a table?
Ans: Tables & Columns
How to arrange the Applications in left navigation to user?
Ans: By giving role to user
Standard recommendation for Update set?
Ans: Do not use default update set for customization
1. Which field you used to check null and empty value in business rules
nil

2. Which will improve the performance of import sets

coalace on non-index field

3. What Channel is used between mid server and service now

ECC - External Communication Channel

4. How to authenticate connection of LDAP

Test Connection

5. Does Service Now stores the password of a user during LDAP Integration
Service Now doesnt store the password of a user. It retrieves from LDAP directory

6. What does elevated priviledge do

Allow to write ACL

7. When is the scope of a variable is limited to script

in functions

8. UI policy should be used discretely, because

It doesnt work on list of records. It only works on forms.

9. in getReference(), is it recommened to use callback.

Yes

10. in getReference(), why callback is recommended

Because it is asynch

11. What is LDAP Default port

389
12. LDAP secure port
636

13. What among the following can b used in ACLS

roles

14. Story burndown chart - number of stories - number of stories completed

Release burndpwn chart - number of stories in a release - number of stories completed

15. After activating the startnow plugin, what you can create
You can create one product, with multiple release and multiple sprints

16. Number of trips made to server for a script in the question

Answer is usually 3 depending on the gel calls made

17. How do you access a value in a field in client script

g_form.getValue(fieldname)

18. While using business rule, which one shouldn't be used, before doing any database related activities
Abort action

19. On a table, table.None read priviledges was given to the role and table.name write priviledges are
given to the same role. but the user is not able to update the name field.
Write priviledges should be given on table.None

20. The row and field level security can be configured using which of the below
ACL

21. What is the best way to call server from client script
using GlideAjax

22. Where do you activate debugger for ACL

Debug Security

23. For Service Now, what is the Application and DB is used

Apache Tomcat Server and mySQL

24. If not using default LDAP port, then how to configure LDAPS.
click Advanced view.
In the Server URL field, specify the LDAP IP address and alternate SSL communications port

25. Which is the global method used in busienss rule apart from current and previous?
g_scratchpad

26. A midserver connection communicates over?

HTTP
27. In import sets, how do you make unique key
using colasce

28. In a customer update set which is true

workflow

29. When a user request a record from the server for client script, which of the following should be
executed
display busienss rule

30. Where to configure Email properties

System properties->Email

31. What is used for outbound and inbound mail respectively

SMTP and POP3

32. Who will take the end to end responsibility

Engagement Manager

33. Steps in Prepare Stage

Sprint plannig, initail configuration, VPN, LDAP,SSO

34. Which method you can't use in client script

current.update

35. Where can be memory utilisation and semaphore details b viewed

stats.do

36. Where do you find Service now instance details

stats.do

37. For which one does the system identify the order, instead of you setting the sequence
script actions

38. What is CRUD

create,read,update,delete

39. For Consuming outboud webservice, what do you configure

new SOAP

40. What is common in all service now integrations

transform map

41. Extend the task table to problem task table.set default value for short description only for problem
task. how would you do?
using dictionary override
42. In Change task table, user wants to create his own desription field. Is it possible to do so?
Yes

43. 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.

44. What is sys_id in service now?

* 32 bit unique character value associated with each record

45. After import, customer find duplicate users in user table what could be the possible reason?
coalesce field was not set correctly.

46. Which of the below acts as staging table in integration

import sets

47. ServiceNow provides customers with a dedicated database,application and data isolation using
which one of the following models?
Multi Tenant

48. Within the ServiceNow application, a technical consultant has created and tested a new Outbound
SOAP Message. In order for the consultant to invoke the new SOAP message within the ServiceNow
application, which of the following can be created?
Business Rule

49. Which one of the following is the proper syntax for accessing the values of variables from the record
producer script field? ANS: producer.variable_name

50. Which one is acceptable for network latency for ping.

250ms

51. To stop rule processing when an inbound email action runs successfully
set event.state=”Stop Process”

52. When workflow will be captured in update set?

checked out workflow needs to be published then only it will be captured in update set

53. Which one of the following helps improving the performance

Reduce the number of related list

54. What is correct syntax to be used to get the value in variable in client script?
g_form.getValue()

55. Which one of the following is a valid glide system function?

dateDiff(string1,string2,Boolean)
addInfoMessage(object)
56. What security settings can be used provide the high priviledge to the normal low priviledge user?
High priviledge Setting

57. Which one of the following is the correct with respect to performance factors
Application / Network latency/ browser rendering and parsing

58. Business rules executed in which layer?

Script Layer

59. Where we can verify the upgrade history relevant details?

System diagnostics

60. On which situation, VPN is recommeneded to use

if customer need additonal encrypted connection from service now to customer instance

61. How can we edit buttons in list page

List control

62. How the script debugger can be turned on for security?

system diagnostics - security debugger

63. There is one child class table, from there one new table is created using extend functionality. And
additional field are crearted on the new table. What is the new table called
Extended class?
subtable class?

64. As per customer requirement, we need to create one firewall table. Which of the below tables can
be used to extend the new table?
cmdb_ci table

65. describe sys_dictionary

check the definition of sys_dictional table

66. If user is in one location able to access servicenow and another user from a different location is not
able to access service now/performace issue, what could be the possible reason
Network

67. Question on dot walking

refers to field in the related table

68. SSO uses?

SAML

69.What is the methodology used in service now deployment

Agile
70. in a multilinugual envirnment, Bydefault which field is automatically translated
incident labels

72. Where do you request for VPN?

on self service -> hi.servicenow.com?
Network->VPN request form?

71. How do u disable audit on a table

73. what is the rule used based on content of field and table?
contextual security rule

74. What is true for performance of the homepage

reduce number of gauges

75. While creating a new incident or opening an existing incident, the performance is low. what could be
the reason?
- business rules
- client script
- ui actions
- script includes

76. Customer doesn’t want to update the incident number using number maintenance tool? How can
you achieve sequencing, so the numbers are not wasted, without using number maintenance tool in
service now.
- in system properties, set 'generate sequence number' - confirm the answer
- writing a business rule

77. when SLA duration is 2 days with 9*5 weekdays business hours and ticket is raised on Thursday
noon, by when the SLA is breached
following Monday noon

78. Not a Best practice to load update set on production

During business hours

79. Not a good practice in service now for client script

calling server multiple times

80. What is transaction log is used for?

The instance automatically logs the vital statistics of every transaction it processes in transaction log.

81. How to flush the cache

cache.do
1. Incident, problem tables inherit which table.

Ans: Task table.

2. Give example of a one to many relationships

Ans: sys_user table referring to the assigned_to field in Task table

3. When you customize a homepage, SNC makes a copy of it and ________

Ans: adds the prefix "My" to the homepage name.

4. Which of the following is true?

Ans: When a user belongs to more than one group, each group provides him permissions.

5. ______ receives notification, meeting invites on behalf of another user.

Ans: Delegate

6. What is SSO?

Ans: Single- Sign-On

7. How do you edit/ create a workflow?

Ans: Graphical Workflow Editor

8. What is the purpose of a service catalog workflow?

Ans: to create workflows to drive request fulfillment. Workflows can generate and assign approvals,
generate and assign tasks, or run scripts and sub flows.
9. What is the important factor to remember when a user is creating catalog variable?

Ans: Catalog Variables are global by default.

10. What is the purpose of an update set?

Ans: An update set is a group of customizations that can be moved from one instance to another.

11. How can you change the number prefix from "INC" to "IN" for incident table?

Ans: Number maintenance table

12. Which of the following is possible via an inbound action?

A. schedule a job

B. sends an email notification

C. modifying existing records

13. Which setting allows the user to view knowledge articles without logging in?
 a. ESS Role b. Public Setting c. View All Setting d. View all Role

14. Which of the following defines a condition?

Ans: Field, Operator, Value

15. Which of the following is true regarding roles?

Ans: Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as
well.

16. ACL is part of which security?

a. Physical Security b. Contextual Security c. Compliance Security

17. Which is true regarding Knowledge Base?

Ans: In a Knowledge base, articles are grouped according to categories.

18. How can you view the dictionary for a field?

Ans: Right clicks on the field and click Personalize Dictionary.

19. Which among the following is true regarding ACLs?

Ans: If there are row and field ACLs, user has to satisfy both to have access to the field.

20. What is Data Dictionary?

Ans: It contains information about a field's data type, character limit, default value, dependency, and
other attributes.

21. How do you know which release version of Service Now you are working on?

Ans: Go to System Diagnostics->Stats and check the Build name.

22. How do you change the color of the instance?

Ans: Using Navigation Menu under Content Management.

23. What does this icon do (provided impersonate key symbol)?

24. What does this icon do (provided the home symbol in the banner)

25. Which of the following is data saved to?

a. Table b. Form c. List

26. When user creates a table "abc", how does service now name it?

Ans: u_abc

27. Which among the following is true regarding tables?

Ans: You can delete the tables starting with "u_" permanently.

28. Which of the following influences homepage performance

Ans: Set refresh time as a long one or set it "off".

29. If the system administrator wants to modify the homepage, which of the following links on the page
indicates that this can be done

a. Add Context b. Change Layout c. Make Gauge

30. What does the order field in service catalog do?

Ans: It displays the catalog item in the ascending order of this value.

31. Which of the following gets automatically captured in an update set:-

a. Table, schedules, forms

b. Table, forms, data

c. Table, forms, homepages

d. Tables, forms, views

32. What does the "coalesce" field do?

Ans: Coalescing on a field (or set of fields) means the field will be used as a unique key.

33. What details does a knowledge article hold?

34. What does a transform map do?

Ans: A transform map is a set of field maps that determine the relationships between fields in an import
set and fields in an existing Service Now table (such as Incidents or Users).

35. How is the application Navigator (left nav) populated onload

Ans: It is populated based on the role of the logged in user.

36. Difference between client script and business rule

Ans: Client script runs at client side onLoad, onchange and onSUbmit of the form, BR runs at server side
before/after record in inserted, updated or deleted.

37. onChange client script runs on

Ans: Change in the value of a particular field

38. Links, buttons, context menu action belongs to

Ans: UI action

39 Which among the following can a UI policy accomplish?

Ans: Making a field read-only

40. Which among the following is true:-

Ans: Moving an entry from Selected to Available slush bucket removes it from the form.

41. How do you confirm an instance upgrade?

Ans: System Logs->events->system.upgraded, use this event to trigger the System Upgraded notification

42. How do you approve a catalog request?

43. What all modules can an ESS user see under in Service Catalog?

44. What are the variables that you can add when you create a catalog item?

Ans: Options contained the combinations of following fields:

Slush bucket, multiple choices, additional category, single line text, multi-line text, choice list, checkbox

45. What is the purpose of an Order Guide?

Ans: An order guide gives customers an easy way to order multiple related items as a single request, It
uses:

- A single initial screen, where the customer fills in some initial information.

- A set of selected catalog items based on conditions derived from the initial information.

46. Which of the following can be performed by a system administrator?

Ans: Change the maximum size of attachments and restrict the type of attachments [I chose this option
as this requires a modification in sys_properties, other options were possible with non-admin roles]

47. What all are available in a knowledge homepage?

General, application, policies, email, news

48. Which of the following are available in Service Catalog:-

Ans: Record Producer, Catalog Variables, Order Guides

49. Which of the following is true:-

a. When moved from left to right slush bucket, ref fields become bold

b. System tables cannot be deleted

c. Deleted system tables will be created again during an instance upgrade

d. [Don’t remember this one, I chose b]

50. Choose the order of evaluation of ACLs

Ans: An ACL rule only grants a user access to an object if the user meets all of the permissions required
by the matching ACL rules.

-The condition must evaluate to true.

-The script must evaluate to true or return an answer variable with the value of true.

-The user must have one of the roles in the required roles list.

-The other matching ACL rules for the object type must evaluate to true.

51. What is sys_id?

ans - unique identifier for each record in a table

52. ACL is applied on - s

a. user

b. groups

c. applications/modules

d. table and field in table

53. Choose correct statement -

ans - A column is a field and a row is a record

54. What is the one pause condition for incident SLA?

ans - awaiting <something>

55. What table is used to store SLAs?

ans - task_sla

56. How will you approve a catalog request?

a. Right click request record in request list and click approve

b. Right click task record in task list and click approve

c. ...

d. ...

ans - I chose a as only that made sense

57. What is one thing in workflows peculiar for catalog?

ans - You can define visibility of variables on task form through workflow when it is created
58. What is BSM MAP?

59. What does CMDB consists of?

60. How will you make service catalog workflow available?

Ans- I chose - define workflow, create workflow activities and publish

61. What is Coalease used for in import sets

ans - It compares the uniqueness of data if not found, creates new record

62. What steps will u take to load data from spreadsheet?

ans - load data, create transform map, transform

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

ans - My requests, Requested Item

64. What does RITM stand for?

ans - Requested Item

65. for an incident form when saved

a. Additional comments get copied to work notes

b. work notes get copied to activity log

c. work notes get overwritten

I chose b

66. Which one on homepage will access knowledge?

a. news

b. catalog item

c. report

ans - a

67. Applications and modules are loaded based on

ans - Roles

68. Knowledge process consists of –

ans - document creation, approval and review from SMEs and publishing

69. Gauge is added to

ans - homepage
70. What is difference between Save & Insert action on form

Ans. Save saves the record & stays on form, while Insert creates a new record & redirects to list view.

71. If an admin wants to check the status of task from a service catalog request, what path he's expected
to follow

Ans. REQ (number)>>RITM (number)>>TASK (number)

72. How the catalog variables cab be arranged on a catalog item

Ans. By setting the appropriate value of field 'Order'.

73. What do you mean by SaaS?

Ans. Software as a Service

74. Service catalog displays?

Ans. catalog items, order guides and record producer

75. ACL evaluates on below….

Ans. condition / script and roles

76. How do you enhance Homepage performance in case of gauges?

Ans. To diagnose problems and improve homepage performance, administrators can:

Turn on homepage debugging

Troubleshoot slow reports
Administrators can also tune homepage performance by configuring the properties described on the following
pages:

Parallel homepage rendering

Homepage caching

77. Shortcut to approve a Service Request?

Ans. My request or Email

78. How do you modify the field behavior?

Ans. Right click> Personalize > Dictionary

79. What do you mean by Elevated Privileges?

Ans. Session
80. What things are tracked in customizations?

Ans. Customizations are tracked by update sets only for some objects, using one of the following
methods:

The update_synch attribute on the table

Special handlers for changes that require updates to multiple tables
Manual unloading for homepages

Update sets cannot be used to transfer other system changes or data. In general, update sets capture
configuration information but not task or process data. For example, update sets track service catalog
item definitions and related configuration data like variables and variable choices. However, if you test
the service catalog by placing orders, the orders (requests, items, catalog tasks) are not tracked by
update sets.

81. Where are customizations stored?

Ans. Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are
associated with the update set (stored in the Customer Update [sys_update_xml] table) appear as a
related list on the update set record.

82. KB articles are referred in which modules below?

Ans. Service Catalog, News, INC.

83. What changes out of below would be applied in case of a merge update set?

Ans. You can merge multiple update sets into one for easy transfer.

To merge update sets:

1. Navigate to System Update Sets > Merge Update Sets.

2. Use the slushbucket to select the update sets to merge.
3. Enter a name for the new update set. Updates are added to this set when the original sets
are merged.
4. Click Merge selected.
 The new update set is created and changes from the original sets are moved to the
new set. Only changes that are not merged into the new set remain in the original
sets.
  If the same object is updated in both sets (for example, both update sets modify
the Incident form), only the most recent change is moved to the merged update
set. The other update remains in its original update set to provide a record of the
changes that were not moved. You may want to validate that the correct changes
were moved to the new set by viewing the update set.
After merging and validating, it is a good idea to delete or empty the original update sets to avoid
applying an older change by mistake. The system does not remove the updates that were not
merged into the new set.
84. DB name for custom table?
Ans. U_tbl
85. How can you view reports on homepage?
Ans. Reports  view/run  open a report  add to homepage
86. Which is parent table for INC, CHG, PRB?
Ans. Task
87. SLA, OLA and UC are configured in which module?
Ans. SLM
88. When high security plugin is enabled?

Ans. The Platform Security Settings - High plugin is active by default on all new Service Now instances.
For instances in which the high security settings are active, observe the following cautions:

Integrations into Service Now tables fail unless access control lists (ACL) are defined for the
tables being accessed and the appropriate roles are assigned.
The same ACL requirements apply for import sets that apply to integrations.

The Platform Security Settings - High plugin automatically activates the Contextual Security plugin if it is
not already active. In addition, the Platform Security Settings - High plugin delivers the following settings
and features in the context of increasing the security of your Service Now platform.

Features:

High Security Settings: Default property values to harden security on your platform by
centralizing all critical security settings to one location for management and auditing.
Default Deny Property: A new security manager property controls the default security
behavior for table access.
Security Administrator Role: A new role used to prevent modification of key security
settings and resources. The Security Administrator role is not inherited by the admin
role and must be explicitly assigned.
 Access Control Lists: Prevents modification of sensitive and platform-level resources in
prior versions.
Property Access Control: Enables the ability to set read and write roles to individual
properties in order to prevent modification.
Elevated Privilege: Allows users to operate in the context of a normal user and elevate to
higher security role when needed.
Transaction and system logs are read only.
89. Data inconsistency correction is done from automated?
Ans.
I. Plugin
II. Configurations
III. Workflow
IV. None of these
90. Workflow editor and Service catalog differs in approval methodology?
Ans. True
91. If a split is added in a form, how many columns get created?
Ans. Two
92. Icon of reference?
Ans. icon ( )
93. Application Navigation Search history is stored somewhere or not?
Ans. No
94. Upgrade of instance, which is true?
i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
95. Data Dictionary is used for?
Ans. Database Structure
96. Import Sets characteristics
97. How to change Homepage Color?
Ans. CSS
98. ESS can access-
Ans. My Items, My requests, KB
99. ACL applies on?
Ans. Fields and tables
100. Contextual Security-Question on hierarchy
Ans. Generic to specific
101.
Service Now Admin Certification Questions

1. Contextual Security-Question on hierarchy

Contextual security uses ACL, while simple security uses dictionary entries.
Contextual security grants roles using ‘related list – roles’, simple security uses ‘roles field’
Hierarchical security manager – can provide security to any level of objects in the hierarchy
2. What does Order guide refer to in Service Catalog?
Ans: Bundled Request
3. Where BSM maps are stored? On which table? Cmdb_rel_ci
4. Which field should be there in table that identifies that it should be captured in Update
Sets?
Ans: update_synch attribute
5. Where is workflow versions captured?
Ans: wf_workflow_version
6. If workflow is not published, only checked out will it be captured in update sets? Ans:No,
only published workflows are captured in update sets.
7. What does workflow timelines represent?
Ans: Shows timestamps in graphical form for activities of workflow.
8. When Business rules can be used in Knowledge base? To publish knowledge articles on
closing of record in task tables.
9. If prefix of Incident needs to be changed,which table should I refer?
Ans : Number Maintainence table.
10.Global Search option can be found in which part of UI?
Ans : On Banner
11.In which part of UI will you find help(link to wiki) option? On banner, ? icon
12.What is security_admin role?
Ans : It comes after enabling Hi security plugin.(Elevated privileges)
13.If a user is not given filter_global or filter_admin role, what will be the impact?
He can save the custom filter for himself only, neither for his group nor globally.
14.Scenario when a Interceptor can be used?

http://wiki.servicenow.com/index.php?title=Legacy:_Using_an_Interceptor_to_Gather_Data_for_a_New_Record
15.What changes are not captured in update sets?
Ans: New user/group records.
16.Where will you find option to edit a list?
Ans :List control
17.Name the SLA scheduled jobs.
 Ans : SLA breached.
18.ACL which rule will wins to restrict access to short description field of incident?
Ans: Incident.Short Description
19.Book mark feature can be found in which UI version?
Ans : UI 11
20.How many major releases does Service Now have in a year?
Ans : 1
21.Cmdb_ci_server inherits which class?
Ans : cmdb_ci_computer
22. What are the UI components of a homepage?
Banner, Content pane and Application Navigator.
23.What should be enabled to make a KB article accessible to everyone?
Ans : It should be made public
24.How will you define a Service catalog workflow?
Ans : Define Workflow properties, Define Workflow activities, Publish it.
25.What is a SSO integration?
Ans: Single sign on for multiple applications.
26.Home page and Impersonate Icon? house shaped icon and Key shaped icon.
27.Coalesce in import set?
When a field is specified as coalesce, then it becomes like a unique field. When match is
found with import records? Record is updated. When match is not found then new record
is inserted.
28.SLA-Retroactive start.
Normally, sla starts when it gets attached to a task record. But you can change its start date
to some other date field by using this retroactive start.
29.Delegate User-Request on behalf.
30.Pause condition in SLA.
31.GUI content
32.In which sections KBs are placed?
33.New release and preview release
34. What all actions can be performed with inbound email?
Ans : create or update a record
35.Role assignment
Easy, you can answer this one
36.One to many relationship in table
Eg: One user in many groups will have all group permissions
37.Content of service catalog?
Catalog items, variable, categories
38.If workflow checked out, can it be modified by any user? NO
39.UI Action/UI Policy
40.RITM stands for? –Requested Item
41.Table for SLA task-task_sla
42.How KB are organized? –By categories, Need to check!
43.How applications appear?-By Roles
44.If homepage is modified , system copy homepage nad create?
45.What influence system performance?
46.Content of banner in S-Now.
47.Fastest method of approving requests
48.ACL applies on?- Fields and tables
49.ESS can access- My Items, My requests, KB
50.How to change Homepage Color?
51.Import Sets characteristics
52.Data Dictionary is used for?-Database Structure
53.Upgrade of instance , Which is true?
Options: i) As an SN Admin, you will manually do it
ii) It happens once in an year at 8 pm
iii) Customizations are lost?
54.Application Navigation Search history is stored somewhere or not?
55.Service Now update set multiple on incident form.
56.Icon of reference? Lens icon
57.If a split is added in a form, how many columns get created? Two
58.Workflow editor and Service catalog differs in approval methodology? True
59.Data inconsistency correction is done from automated?
I. Plugin
II. Configurations
III. Workflow
IV. None of these
60.When high security plugin is enabled?
61.SLA, OLA and UC are configured in which module? (SLM)
62.Which is parent table for INC, CHG, PRB? (task)
63.How can you view reports on homepage?
64.DB name for custom table? (u_tbl)
65.What changes out of below would be applied in case of a merge update set?
66.KB articles are referred in which modules below (Service Catalog, News, INC)
67.Where are customizations stored?
68.What things are tracked in customizations?
69.What do you mean by Elevated Privileges? (session)
70.How do you modify the field behavior? (Right click> Personalize > Dictionary).

71.Shortcut to approve a Service Request?

72.How do you enhance Homepage performance in case of gauges?

73.ACL evaluates on below…. (condition / script and roles)

74.Service catalog displays? (catalog items, order guides and record producer)