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July 16, 2022 | Author: Anonymous | Category: N/A
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IT Certfcaton Guaraneed, The Easy Way!
Exam
:
CSA
Title
:
ServiceNow Certfed Sysem Adminisraor
Vendor
:
ServiceNow
Version
:
V12.75
1
NO.1 Which would NOT appear in he Hisory secton o he Applicaton Navigaor? A. Records B. UI Pages C. Liss D. Forms Answer: B
NO.2 Wha module in he Service Caalog applicaton does an Adminisraor access o begin creatng a new iem? A. Mainain Caegories B. Mainain Iems C. Conen Iems D. Iems Answer: B
NO.3 Which erm reers o applicaton menus and modules which you may wan o access quickly and oen? A. Breadcrumb B. Favorie C. Tag D. Bookmark Answer: B
NO.4 Which erm bes describes somehing ha is creaed, has worked perormed upon i, and is evenually moved o a sae o closed? A. repor B. workow C. even D. ask Answer: D
NO.5 Which o he ollowing are a ype o clien scrips suppored in ServiceNow? (Choose our.)
A. onSubmi
B. onUpdae C. onCellEdi D. onLoad E. onEdi F. onChange G. onSave Answer: A C
DF
NO.6 Wha is a ormaer? Selec one o he ollowing. A. A ormaer allows you o confgure applicatons on your insance
B. A ormaer is a orm elemen used o display inormaton ha is no a feld in he record C. A ormaer allows you o populae felds auomatcally D. A ormaer is a se o conditons applied o a able o help fnd and work wih daa Answer: B
NO.7 Which one o he ollowing saemens describes he conens o he Confguraton Managemen Daabase (CMDB)? A. The CMDB conains daa abou angible and inangible business asses B. The CMDB conains he Business Rules ha direc he inangible, confgurable asses used by a
company C. The CMDB archives all Service Managemen PaaS equipmen meadaa and usage satstcs D. The CMDB conains ITIL process daa peraining o confguraton iems Answer: A
NO.8 Which one o he ollowing saemens describes he purpose o a Service Caalog workow? A. A Service Caalog workow generaes hree basic componens: iem variable ypes, asks, and approvals B. Alhough a Service Caalog workow canno send notfcatons, he workow drives complex ulfllmen processes C. A Service Caalog workow is used o drive complex ulfllmen processes and sends notfcaton notfcatonss o defned users or groups D. A Service Caalog workow generaes hree basic componens: iem variable ypes, asks, and notfcatons Answer: C
NO.9 Which o he ollowing saemen describes he purpose o an Order Guide? A. Order Guides resric he number o iems in an order o only one iem i em per reques B. Order Guide provide a lis o guidelines or Adminisraors on how o se up iem variables C. Order Guide provide he abiliy o order multple, relaed iems as one reques D. Order Guides ake he user direcly o he checkou wihou promptng or inormaton Answer: C
NO.10 Which ype o inerace enables you o display multple perormance analytcs, reportng and oher widges on a single screen? A. Form B. Lis C. Dashboard D. Timeline Answer: C
NO.11 Wha is a Dictonary Override? A. A Dictonary Override is an incoming cusomer updae in an Updae Se which applies o he same same objecs as a newer local cusomer updae
B. A Dictonary Override is he additon, modifcaton, or removal o anyhing ha could have an
eec on IT services C. A Dictonary Override is a ask wihin a workow ha requess an acton beore he workow can contnue D. A Dictonary Override ses feld propertes in exended ables Answer: D
NO.12 Record numbers have o be manually incremened A. True B. False Answer: B
NO.13 ServiceNow is a single-insance, multple enan archiecure? A. True B. False Answer: B
NO.14 Which o he ollowing conceps are associaed wih he ServiceNow CMDB? (Choose our.) A. Service Processes B. User Permissions C. Tables and Fields D. A Daabase E. The Dependency View Answer: A C
DE
NO.15 UI Policy can make felds read-only, mandaory, or hidden. A. True B. False Answer: A
NO.16 Wha are he wo aspecs o LDAP Inegraton? A. Daa Populaton B. Daa ormang C. Auhorizaton D. Auhentcaton Answer: A
D
NO.17 Buons, orm links, and conex menu iems are all examples o wha ype o unctonaliy? A. Business Rule B. UI Acton C. Clien Scrip D. UI Policy Answer: B
NO.18 Which one o he ollowing saemens is a recommendaton rom ServiceNow abou Updae Ses? A. Avoid using he Deaul Updae se as an Updae Se or moving cusomizatons rom insance o insance B. Beore moving cusomizatons rom insance o insance wih Updae Ses, ensure ha bo boh h insances are dieren versions C. Use he Baseline Updae Se o sore he conens o iems aer hey are changed he frs tme D. Once an Updae Se is closed as "Complee", change i back o "In Progress" untl i is applied o
anoher insance Answer: A
NO.19 Wha are he our knowledge workows available in he ServiceNow base insance? A. Approval publish: Reques approval rom a manager o he knowledge base beore moving he artcle i he publish sae B. Insan Publish: Immediaely publishes a dra artcle wihou requiring an approval C. Insan Retre: Immediaely retres a published artcle wihou requiring an approval D. Retre Knowledge: Moves a knowledge artcle o he retred sae. Answer: A
NO.20 Which hree Variable Types can be added o a Service Caalog Iem? A. True/False, Multple Choice, and Ordered B. True/False, Checkbox, and Number Lis C. Number Lis, Single Line Tex, and Reerence D. Multple Choice, Selec Box, and Checkbox Answer: D
NO.21 How is he Even Log dieren rom he Even Regisry? A. Even Log conains generaed Evens, he Even Regisry is a able o Even defnitons B. Even Log is ormaed in he Log syle, he Even Regisry displays dieren felds C. Even Log liss Evens ha were riggered by inegratons, he Even Regisry liss he Evens ha ha were riggered during he day (24-hour period)
D. Even Log is he same as he Even Regisry Answer: A
NO.22 Wha are he hree componens o a fler conditon? A. Table B. Value C. Field D. Operaor Answer: B
CD
NO.23 There are
common ypes o Ineraces (Numeric Value)
6: There are six common ypes o ineraces A. Homepage: Consiss o navigatonal elemens, unctonal conrols, and plaorm inormaton. B. Lis: Display records rom a daa able, as well as allow you o edi he record inormaton using he Lis Edior unctonally. C. Form: Daa is enered ino ServiceNow hrough orms D. Dashboard: Enable you o display multple perormance analytcs, reportng and oher widges on a single screen. E. Maps: Display ServiceNow daa graphically on a Google map F. Timelines: Used o rack asks or projecs Answer: C
NO.24 Wha is he purpose o a Relaed Lis? A. To creae a one-o-many relatonship B. To do-walk o a core able C. To presen relaed felds D. To presen relaed records Answer: D
NO.25 For Adminisraors creatng new Service Caalog iems, wha is a characeristc hey should know abou Service Caalog variables? A. Service Caalog variables can only be used in Record Producers B. Service Caalog variables can only be used in Order Guides C. Service Caalog variables canno aec he order price D. Service Caalog variables are global by deaul Answer: D
NO.26 Which are valid Service Now User Auhentcaton Mehods? (Choose hree.) A. XML eed B. Local daabase C. LDAP D. SSO E. FTP auhentcaton
Answer: B
CD
NO.27 Which ool is used o have conversatons wih logged-in users in real-tme? A. Connec Cha B. Now Messenger C. User Presence D. Commens Answer: A
NO.28 Which o he ollowing allows a user o edi feld values in a lis wihou opening he orm? A. Daa Edior
B. Edi Menu C. Lis Edior D. Form Designer Answer: C
NO.29 In wha order should fler elemens be specifed? A. Field, Operaor, hen Value B. Field, Operaor, hen Conditon C. Operaor, Conditon, hen Value D. Value, Operaor, hen Field Answer: A
NO.30 Wha is a Record Producer? A. A Record Producer is a ype o Caalog Iem ha is used or Requess, no Services B. A Record Producer creaes user records C. A Record Producer is a ype o Caalog Iem ha provides easy ordering by bundling requess D. A Record Producer is a ype o a Caalog Iem ha allows users o creae ask-based records rom he Service Caalog Answer: D
NO.31 Which one o he ollowing saemens is rue abou Column Conex Menus? A. I displays actons such as creatng quick repors, confguring he lis, and exportng daa B. I displays actons relaed o flering optons, assigning ags, and search C. I displays actons relaed o viewing and flering he entre lis D. I displays actons such as view orm, view relaed ask, and add relatonship Answer: A
NO.32 Which o he ollowing is rue o Service Caalog Iems in relaton o he Service Caalog? A. They run behind he scenes. B. They are he building blocks. C. They are optonal. D. They provide optons.
Answer: B
NO.33 Wha are he main UI componen(s) o he ServiceNow Plaorm? A. Banner Navigaor B. Banner Frame C. Applicaton Frame D. Applicaton Navigaor E. Conen Menu F. Conen Frame Answer: B
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NO.34 The baseline Service Caalog homepage conains links o which o he ollowing componens? A. Record Producers, Order Guides, and Caalog Iems B. Order Guides, Iem Variables, and Workows C. Order Guides, Caalog Iems, and Workows D. Record Producers, Order Guides, and Iem Variables Answer: A
NO.35 Access Conrol rules may be defned wih which o he ollowing permission requiremens? (Choose hree.) A. Roles B. Conditonal Expressions C. Assignmen Rules D. Scrips E. User Crieria F. Groups Answer: A
BD
NO.36 Which are saes ha you can make a feld on a orm using UI Policy? A. read-only B. wrie-only C. Necessary D. Mandaory E. Empy F. Hidden Answer: A
DF
NO.37 Which o he ollowing can be cusomized hrough he Basic Confguraton UI 16 module? (Choose hree.) A. Banner Image B. Record Number Forma C. Browser Tab Tile D. Sysem Dae Forma E. Form Header Size Answer: A
CD
NO.38 daabase live a he Daa Cener. A. True B. False Answer: A
NO.39 is a compuer program running as a service; a physical compuer dedicaed o running one or more services, or a sysem running a daabase. Answer: Server
NO.40 Which one o he ollowing saemens applies o a se o felds when hey are coalesced during an impor? A. I a mach is ound using he coalesce felds, he existng record is updaed wih he inormaton being impored B. I a mach is no ound using he coalesce felds, he sysem does no creae a Transorm Map C. I a mach is ound using he coalesce felds, he sysem creaes a new record D. I a mach is no ound using he coalesce felds, he existng record is updaed wih he
inormaton being impored Answer: A
NO.41 Wha inormaton does he Sysem Dictonary conain? A. The human-readable labels and language sengs B. The defniton or each able and column C. The inormaton on how ables relae o each oher D. The language dictonary used or spell checking Answer: B
NO.42 Wha is he Impor Se Table? A. A able where daa will be placed, pos-ransormaton pos-ransormaton B. A able ha deermines relatonships C. A saging area or impored records D. A reposiory or Updae Se inormaton Answer: C
NO.43 Wha is he name o he conversatonal bo plaorm ha provides assisance o help users obain inormaton, make decisions, and perorm common asks? A. Answer Agen B. live Feed C. Virual Agen D. Connec Cha Answer: C
NO.44 Repors can be creaed rom which dieren places in he plaorm? (Choose wo.) A. Lis column heading B. Merics module C. Satstcs module D. View / Run module Answer: A
D
NO.45 Which one o he ollowing saemens bes describes he purpose o an Updae Se? A. An Updae Se allows adminisraors o group a series o changes ino a named se and hen move his se as a uni o oher sysems
B. By deaul, an Updae Se includes cusomizatons, Business Rules, and homepages C. An Updae Se is a group o cusomizatons ha is moved rom Producton o Developmen D. By deaul, he changes included in an Updae Se are visible only in he insance o which hey are
applied Answer: A
NO.46 When using he Load Daa and Transorm Map process, wha is he Mapping Assis used or? A. Mapping felds using he Impor Log B. Mapping felds using Transorm Hisory C. Mapping felds using an SLA D. Mapping felds using a Field Map Answer: D
NO.47 The display sequence is conrolled in a Service Caalog Iem using which o he ollowing? A. The Deaul Value feld in he Caalog Iem orm B. The Sequence feld in he Caalog Iem orm C. The Order feld in he Variable orm D. The Choice feld in he Variable orm Answer: C
NO.48 A group is sored in which able? A. Group[user group] B. Group[sys_user] C. Group[sys_user_group] D. Group[sys_user_group_profle] Answer: C
NO.49 When working on a orm, wha is he dierence beween Inser and Updae operatons? A. Inser creaes a new record and Updae saves changes, boh remain on he orm B. Inser creaes a new record and Updae saves changes, boh exi he orm C. Inser saves changes and exis he orm, Updae saves changes and remains on he orm D. Inser saves changes and remains on he orm, Updae saves changes and exis he orm
Answer: D
NO.50 Wha is he purpose o agging an artcle in a knowledge base? A. To mark an artcle o read laer. B. Allow a user o submi eedback abou an artcle C. Reportng an error Answer: B
NO.51 Wha is he maser able ha conains a record or each able in he daabase? A. [sys_maser_db] B. [sys_db_objec]
C. [sys_maser_objec] D. [sys_objec_db] Answer: B
NO.52 Which echnique is used o ge inormaton rom a series o reerenced felds rom dieren ables? A. Table-Walking B. Sys_ID Pulling C. Do-Walking D. Record-Hopping Answer: C
NO.53 Which one o hese applicatons is available o all users? A. Change B. Inciden C. Facilites D. Sel-Service Answer: D
NO.54 Tables are made up o which o he ollowing? A. records B. liss C. orms. D. felds Answer: A
D
NO.55 A knowledge artcle mus be which o he ollowing saes o display o a user? A. Published B. Draed C. Retred D. Reviewed Answer: A
NO.56 Wha are he 6 mehods available or user auhentcaton? A. Local Daabase: The user name and password in heir user record in he insance daabase. B. Multacor: The user name and password in he daabase and passcode sen o he user's mobile mobile device ha has Google Auhentcaor insalled C. LDAP: The user name and password are accessed via LDAP in he corporae direcory, which has a maching user accoun in he daabase. D. SAML 2.0: The user name and password confgured in a SAML identy provider accoun, which has a maching user accoun in he daabase. E. OAuh 2.0: The user name and password o OAuh identy provider, which has a maching user accoun in he daabase.
F. Diges Token: An encryped diges o he user name and password in he user record. Answer: A B
CDEF
NO.57 Knowledge artcles wihin a knowledge base are grouped by caegory. A. True B. False Answer: A
NO.58 A REQ number in he Service Caalog represens... A. he order number. B. he sage. C. he ask o complee. D. he individual iem in he order. Answer: A
NO.59 As i relaes o ServiceNow reportng, which o he ollowing saemens describes wha a meric can do? A. A meric is a repor gauge used on homepages o display real-tme daa B. A meric is a tme measuremen used o repor he eectveness o workows and SLAs C. A meric is used o measure and evaluae he eectveness o IT service managemen processes D. A meric is a comparatve measuremen used o repor he eectveness o workows and SLAs. Answer: C
NO.60 Knowledge Base Search resuls can be sored by which o he ollowing? (Choose hree.) A. Mos recen updae B. Populariy C. Relevancy D. Manager assignmen E. Number o views Answer: A
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NO.61 Which o he ollowing saemens is rue when a new able is creaed by exending anoher able? A. The new able archives he paren able and assumed is roles in he daabase B. The new able inheris all o he Business Rules, Clien Scrips, and UI Policies o he paren able, able, bu none o he existng felds C. The new able inheris all o he felds o he paren able and can also conain new felds unique o isel D. The new able inheris all o he felds, bu does no inheri Access Conrol rules, Clien Scrips, and UI Policies o he paren able Answer: C
NO.62 Wha is he pah an Adminisraor could ake o view he ulfllmen sage ask lis or an
order placed by a user? A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)>PROCUREMENT (Number) B. REQ (Number)>RITM (Number)>PROCUREMENT (Number) C. REQ (Number)>RITM (Number)>TASK (Number) D. FULFILLMENT (Number)>RITM (Number)>TASK (Number) Answer: C
NO.63 Wha reers o an applicaton or sysem ha accesses a remoe service or anoher compuer sysem, known as a server? A. Server B. Clien C. Scrip D. Policies Answer: B
NO.64 Which one saemen correcly describes Access Conrol rule evaluaton? A. Rules are evaluaed using roles. The role wih he mos permissions evaluaes he rules frs B. I more han one rule applies o a row, he older rule is evaluaed frs C. I a row level rule and a feld level rule exis, boh rules mus be rue beore an operaton is allowed
D. Rules are evaluaed rom he general o he specifc, so a able rule mus be actve o contnue Answer: C
NO.65 When searching using he App Navigaor search feld, wha can be reurned? (Choose our.) A. Names o Applicatons and Modules B. Names o Modules C. Names o Applicatons D. Favories E. Hisory Records F. Tiles o Dashboard Gauges Answer: A B
CD
NO.66 How are Workows moved beween insances? A. Workows are moved using Updae Ses B. Workows are moved using Transorm Maps C. Workows are moved using Applicaton Ses D. Workows canno be moved beween insances Answer: A
NO.67 A Service Caalog may include which o he ollowing componens? A. Order Guides, Exchange Raes, Calendars B. Order Guides, Caalog Iems, and Inercepors C. Caalog Iems, Asse Conracs, Task Surveys
D. Record Producers, Order Guides, and Caalog Iems Answer: D
NO.68 Which applicaton is used o change he number orma per able? A. Number Mainenance B. Sysem Mainenance C. Table Mainenance D. Record Mainenance Answer: A
NO.69 Wha is a way ha you can mark a knowledge artcle or review? A. Flag artcle B. Review C. Bookmark D. On Hold Answer: A
NO.70 Wha are he 5 provided Roles by ServiceNow? A. Sysem Adminisraor: The admin role provides access o all plaorm eaures, applicatons, unctons and daa. B. Specialized Adminisraor: Specialized adminisraor adminisraor roles manage specifc unctons or
applicatons, such as Assignmen Rules, Knowledge base, repors, or web services C. Fulfller: Users wih he ITIL role may ulfll ITIL actvites associaed associaed wih he ITIL workow, including Inciden and Change managemen. D. Approver: Users wih he Approver user role can perorm all requeser actons and may view or modiy approval records direced o he approver E. Requeser: Also known as Employee Sel Service (ESS) users, hese users have no roles bu can submi and manage heir own requess, access public pages, ec. Answer: A B
CDE
NO.71 UI Acton can promp ha an Inciden has been successully submied. A. True B. False Answer: A
NO.72 Wha defnes conditons ha are evaluaed e valuaed agains users o deermine which users can creae, read, wrie, and retre knowledge artcles. A. User conditons B. User ino C. User Crieria D. User permissions Answer: C
NO.73 Wha is a schema map? A. A schema map enables adminisraors o defne records rom specifc ables as rouble sources or Confguraton Iems B. A schema map graphically organizes he visual ask boards or he CMDB C. A schema map graphically displays he Confguraton Iems ha suppor a business service D. A schema map displays he deails o ables and heir relatonships in a visual manner, allowing adminisraors o view and easily access dieren pars o he daabase schema Answer: D
NO.74 Wha is he uncton o user impersonaton? A. Testng and visibiliy B. Actvae verbose logging C. View cusom perspectves D. Unlock Applicaton maser lis Answer: A
NO.75 Wha is he plaorm name or he User able? A. u_users B. sys_users C. x_users D. sys_user Answer: D
NO.76 A User is sored in which able? A. User [sys_user] B. User [ sys_user_group] C. User [ sys_user_profle] sys_user_profle] D. User [user_profle] Answer: A
NO.77 Wha is he dierence beween UI Policy and UI Acton? A. UI Acton can make felds read-only, mandaory, or hidden. while UI Policy can make a save buon buon
visible or appropriae users. B. UI Policy can make felds read-only, mandaory, or hidden. while UI Acton can make a save buon buon visible or appropriae users.
Answer: B
NO.78 Where can Admins check which release is running on an ServiceNow insance? A. Memory Sas module B. Sas module C. Sysem.upgraded able D. Transactons log Answer: B
NO.79 Which group o permissions is used o conrol Applicaton and Module access? A. Access Conrol Rules B. UI Policies C. Roles D. Assignmen Rules Answer: C
NO.80 Wha is generaed rom he Service Caalog once a user places an order or an iem or service? A. A change reques B. An Order Guide C. A reques D. An SLA Answer: C
NO.81 Which ype o ables may be exended by oher ables, bu do no exend anoher able? A. Base Tables B. Core Tables C. Exended Tables D. Cusom Tables Answer: A
NO.82 ServiceNow uses wha erm o describe all he daa saved wihin a partcular orm? A. Fields B. Form C. Record D. Liss Answer: C
NO.83 Where would you go in ServiceNow o order services and producs oered by various deparmens? A. Service Caalog B. Sel Service C. Service Deparmen D. Cusomer Service Answer: A
NO.84 Table Access Conrol rules are processed in he ollowing order: A. any able name (wildcard), paren able name, able name B. able name, paren able name, any able name (wildcard) C. paren able name, able name, any able name (wildcard) D. any able name (wildcard), able name, paren able name
Answer: B
NO.85 Confguraton will no aec wha ohers see on heir orms. A. True B. False Answer: B
NO.86 Daa Policy can enorce mandaory daa on impor. A. True B. False Answer: A
NO.87 Wha displays a se o records rom a able? A. View B. Dashboard C. Panel D. Lis Answer: D
NO.88 A role is recorded in which able? A. Role[sys_user] B. Role[sys_user_profle] C. Role[sys_user_record] D. Role[sys_user_role] Answer: D
NO.89 Which o he ollowing is used o initae a ow? A. A Trigger B. Core Acton C. A spoke D. An Even Answer: A
NO.90 Wha are he wo pahways o view eedback le on a published artcle? A. Knowledge > artcles > My Flagged B. Knowledge base > my knowledge > agged artcles C. Knowledge > My artcles > Flagged D. Knowledge > artcles > published Answer: A
D
NO.91 Creae Inciden, Password Rese, and Repor ouage: wha do hese services in he Service Caalog have in common? A. They direc he user o a record producer
B. They direc he user o a caalog propery C. They direc he user o a caalog UI policy D. They direc he user o a caalog clien scrip Answer: A
NO.92 From he User menu, which actons can a user selec? (Choose hree.) A. Send Notfcatons B. Log Ou ServiceNow C. Elevae Roles D. Impersonae Users E. Order rom Service Caalog F. Approve Records Answer: B
CD
NO.93 Business Rules are used o enorce mandaory daa on a orm. A. True B. False Answer: B
NO.94 Wha is a characeristc characeristc o importng daa ino i no ServiceNow? A. An existng Transorm Map can be used one tme on he same impor se B. Coalesce felds are used only aer running Transorm C. Any user can manage and se up impor ses D. An existng Transorm Map can be used multple tmes on he same impor se Answer: D
NO.95 Each knowledge bases can have unique liecycle workows, user crieria, caegory srucures, and managemen assignmens. A. True B. False Answer: A
NO.96 Which saemen is rue abou business rules? A. A business rule mus run beore a daabase acton occurs B. A business rule can be a piece o Javascrip C. A business rule mus no run beore a daabase acton occurs D. A business rule moniors felds on a orm Answer: B
ServiceNow
Certfed Sysem Adminisraor Dumps 1. SLA, OLA and and UC are conf confgur gured ed in in whic which h modu module? le? Service Level Managemen (SLM) objec is upd updaed aed in in boh boh ses wha will will happe happen? n? 2. I he same objec The mos recen change is moved o he merged updae se. The oher updae remains in is original updae se o provide a record o he changes ha were no moved. You may wan o validae validae ha he correc corr ec changes chan ges were moved o he new se se by viewing viewing he updae updae se. 3. Dierence Dierence beween beween Even Even Log Log and and Even Even Regi Regis sry? ry? Even Log: Conains even actviy Even Regisry: Conains even descripton Wher ere e is is da daa a s sor ored ed? ? 4. Wh Tables 5. Wha an an cond condit iton on co con nain ains? s? Field, Operaor and Value 6. How o app apply ly an UI Pol Polic icy y o o All All View? View? Make i as Global 7. Bu Buon, on, Relaed Lin Links ks and Con Conex ex Menu hese are? are? UI Actons Wha is is bu busi sine ness ss rule rule? ? 8. Wha A business rule is a server-side scrip ha runs when a record is displayed, insered, updaed, or deleed, or when a able is queried. 9. Wh Wha a is SS SSO? I is a mehod o access conrol ha enables a user o log in once and gain access o he resources o multple soware sysems wihou being promped o log in again. 10. Wha is di beween SAVE and Inser buons? buons? Save buon saves he changes and remains in same page Inser buon insers new record and redirecs o lis 11. Giv Give e example example o a one one o many relatonships? relatonships? Users o groups SaaS? 12. Wha do you mean by SaaS? Soware as a Service 13. Wha is Sys_ Sys_id? id? A 32 characer long unique ID
14. UI Policy Policy runs on? on? Clien Side 15. Which o he ollowin ollowing g can be peror per ormed med by Inbound Email Acton? Acton? Creae or updae ask records
16. Wha is access conrol conrol defned defned? ? Specifc role or user 17. Wher Where e is daa sored? Table sored? Table column mn in in able? 18. Wha is colu A cell which hold able daa 19. How o load load spreadshe spreadshee e in service now now insance? Load Daa > Creae ransorm map > Run ransorm map 20. 3 ype o numbe numbers rs rom orders? Reques Number (REQ), RITM, caalog Task number groups availabl available? e? 21. In Live eed which are deaul groups 1) Unlised 2) Public 3) Sysem Sysem Admi Admini nis sra rao orr 22. Wha is is Conexua Conexuall Securiy? Secure a record based on is conens 23. Wha is Hierarchical Hierarchical Securi Securiy? y? Can apply securiy rules o any level in our objec hierarchy 24. Wha does Order guide guide reer o in Service Service Caalog? Bundled Reques (An order guide gives cusomers an easy way o order multple relaed iems as a single reques) 25. Where BSM maps are are sored? On which abl able? e? bsm_graph able feld should be here in able ha identfes identfes ha i should should be capured capure d in Updae Ses? Ses? 26. Which feld updae_synch aribue 27. I workow is is no published, only chec checked ked ou will i i be capured capur ed in updae ses? ses? No, only published workows are capured in updae ses. 28. Wha does worko workow w tmel tmelines ines represen? represe n? Shows tmesamps in graphical orm or actvites o workow. 29. When Business rules rules can be used in Know Knowledge ledge base? Scenario based: To inser Knowledge Artcle or Knowledge Submission hrough Inciden, problem or change as record is closed in hese mgm. Inciden needs o be changed, which able able should should I reer? reer? 30. I prefx o Inciden Number Mainenance able [sys_number]. 31. Glo Global bal Search opto opton n can be ound in which which par o UI? UI? On Banner p ar o UI U I will you fnd fnd help (link (link o wiki) opt opton? on? 32. In which par Banner Frame > Gear Icon >
33. Wha is is securi securiy_admin y_admin role? I is a High Securiy plugin acs as an elevaed privilege which gives access o all he applicaton hrough ou ha session. 34. I a user us er is no given fler_global fler_global or fler_admin fler_admin role, wha will be he impac? He can save he cusom fler or himsel only, neiher or his group nor globally. 35. Scen Scenario ario when an Inercepor Inercepor can be used? In change managemen case o provide dieren opton or user in case o separae view and emplae
36. Wha changes are no capured in upd updae ae ses? 1) New New user user 2) New grou group p 3) New reco records rds 4) Modif Modifed ed CI’s 5) Schedul Scheduled ed Jobs Jobs 6) Sc Sched hedul ules es 37. Where Whe re will you fnd opt opton on o edi a lis? lis? 1) Lis Lis Gear Gear icon icon 2) Double clicking clicking on he feld (0n Cell Edi) 38. When he SLA SLA scheduled scheduled jobs? jobs? SLA breached. 39. ACL which rule will will win win o resric resr ic acces a ccesss o o shor descripton descripton feld feld o inciden? inciden? Inciden. Shor Descripton ound in in which which UI version? version? 40. Book mark eaure can be ound UI 11 41. How many major major releases does Service Service Now have in in a year? year? One 42. cmdb_ci_server inheri inheris s which which class? class? cmdb_ci_compuer 43. Wha are he UI compone componens ns o a homepage? homepage? Banner, Conen pane and Applicaton Navigao Navigaor. r. should be enabled enabled o make a KB artcle artcle accessible accessible o everyone? everyone ? 44. Wha should I should be made public 45. How will will you defne defne a Service caalog workow workow? ? Defne Workow propertes, Defne Workow actvites, Publish i. 46. Wha is SSO SSO inegra inegrato ton? n? SSO inegraton bypasses he ServiceNow login auhentcaton by allowing a user o your corporae poral o auomatcally login o he sysem wih cenrally managed roles and auhorizaton. An LDAP inegraton is he mos common SSO inegraton. Impersona sonae e Icon 47. Where does Imper presen? Banner presen? Banner Frame
48. Coalesce in in imp impor or se? Reduce chances o Daa Redundancy during impor 49. Wha is SLA-Re SLA-Reroac roactve tve sar? Reroactve Sar deermines he SLA's behavior i i is aached o he ask a a poin laer han he ask's creaton. I Reroactve Sar is rue, he hen n he SLA will tme rom he ask's Creaed On dae and tme. I Reroactve Sar is alse, hen he SLA will tme rom he dae and tme ha i was aached o he SLA. 50. Wha is is Delega Delegae e User? Reques on behal o anoher user. 51. Pause condit conditon on in in SLA? SLA? Awaitng Conen en o service caalog? caalog? 52. Con
1) Caal alo og IIe ems ms 2) Reco Record rd Pro Produ duce cers rs 3) Orde Orderr Gu Guides 53. RITM sa sands nds or? Requesed Iem organize ized? d? 54. How KB are organ By Topics and Caegories 55. App Applica licato tons ns and modu modules les are loaded based on? on? Roles 56. Conen Conen o o banner banner in in service now? now? 1) Welcom Welcome e Message 2) Impers Imperson ona ae e Key 3) Elevaed Privileg Privilege e 4) Gear Gear Icon Icon 5) Globa Globall ex Search 56. ES 56. ESS S can access? access? 1) My Iems 2) My req reques uess, s, 3) KB appli plies es on? 57. ACL ap Fields and ables 58. How o change change Homepage Homepage Color Color? ? Sysem Propertes > CSS 59. Daa Dictonary Dictonary is used or? or? Defning he Daabase Srucure 60. Worko Workow w edior edior and Service caalog diers in approval mehodolog mehodology? y?
True
61. SLA, OLA and UC are confgured confgured in which which modul module? e? Service Level Managemen homepage? 62. How can you view repors on homepage? Add o Homepage 63. KB artcles artcles are reerred reerre d in which modu modules les below? Inciden 64. Wha hings hings are racked in cusomiza cusomizato tons? ns? 1)
Workows
2) Form sec sectons 3) Liss 4) Rela Relae ed d lliiss 5) Cho hoiice liss 6) Conen en pag pages es 7) Daa Daaba base se chan change gess 8) Sysem Sysem dic dict ton onar ary y en enrie riess 9) Field ield la lab bels els 65. Wha do you you mean by Elevaed Privilege Privileges? s? A role ha has special permissions or he duraton o he log in session 66. How do you mod modiy iy he feld feld behav behavior? ior? 1) UI P Po olicy 2) Daa Daa Dic ict ton ona ary
Shorcu o approv approve e a Service Reques? 67. Shorcu Righ Click Reques -> Approve you enhance Homepage Homepage perormance in case o 68. How do you gauges? Delee Gauges gauges? Delee 69. Wha inu inuenc ence e sysem perormance? More perormance? More gauges on homepage 70. ACL evalua evaluaes es on? on? conditon/scrip conditon/scr ip and roles 71. I workow workow checked ou, can i be modife modifed d by any user? user? Yes 72. I a spli spli is added in a orm, how many many column columnss ge creaed? creae d? Two relatonsh onship ip in able? 73. One o many relat Incidens may be associaed wih only one problem, bu problems may be associaed wih many incidens Impor or Ses characeristcs? characeristcs? 74. Imp Impor Ses is a powerul ool used o impor impor daa rom various various daa sources, and hen map ha daa ino ServiceNow ServiceNow ables. The Impor Impor Ses able acs as a sag saging ing area or
records impored rom a daa source.
75. Service caalog vari variable able ypes???? 1) Break 2) Check Box 3) Con Conai aine nerr Sar, Sar, Con Cona ain iner er End End 4) Dae 5) Dae/Time 6) HTML 7) Label 8) Lis is Col Colle leccor or 9) Looku Lookup p Mult Multpl ple e Choice Choice 10) Looku Lookup p Selec Box 11) Macro Macro 12) Macro Macro wih wih Label 13) Mult Mult Line Line Tex 14) Mult Multple Choice 15) Numeric Numeric Scale Scale 16) Reere Reerence nce 17) Selec Selec Box Box 18) 18) Si Sing ngle le Line Line Tex 19) UI Pag Page e 20) Wide Wide Single Single Line Line Tex inconsisency correcton correcton is done done rom auomaed? 76. Daa inconsisency Plugin workow, w, when i wi willll execue? 77. SC worko Only or ask running agains sc_ca_iem 78. Service caalog workow workowss can be aached o partcular partcular requess in one one o he ollow ollowing ing ways? 1) Ma Manu nuall ally, y, on he Ca Caalog alog Iem orm 2) Au Auo omat matca cally lly based on condi condit ton onss 3) Au Auo omat matca cally lly i i here are no oher work workows ows aached aached 79. Wha is represen represened ed by order in in Service Service caalog? caalog?
How he caalog variable will will be displayed. High h Securiy plug plugin in is actvaed? actvaed? 80. When Hig By giving giving he securiy_admin role 81. How ACL is is ap appli plied ed? ? Tables and felds 82. Wha is a Colum Column n and row in a able? able? Column Colu mn is a feld and row is a record. record . cusom omize izess he Homepage, Homepage, wha 83. I User cus happens? A prefx My is added o he happens? A homepage. 84. Wha is is here here sored in in CMDB?
Tangible and inangible business asses.
display value value or any feld? feld? 85. How o se display Righ Click Click > Confgure Dictonary 86. Sandard recommendat recommendaton on or Updae se? se ? Do no use deaul updae se or cusomizaton Acton on and UI Polic Policy? y? 87. Dierence beween UI Act UI Acton: I runs on server side used o made changes in orm view and lis lis view. UI Policy: I runs on clien side used o make a feld read only, mandaory, visible. 88. Service Caalog Caalog worko workow w actv actvites.. ites..? ? 1) Work Work ow pro prope pert rtes es 2) Work Worko ow w act actvit vites 3) Publish 89. Which cusom cusomizat izatons ons would would ge sored in updae updae se? 1) Any Any cha chang nges es o scri script ptng ng,, 2) new feld’s eld’s cus cusom omiz izat aton on,, 3) Workows 4) Form sec ect tons 5) Liss 6) Rela Relae ed d lliiss 7) Choice oice liss 8) Conen Conen pages pages (in (in Conen Conen Managemen Managemen) ) 9) Daa Daaba base se chan change gess 10) Sysem dictona dictonary ry enries enries 11) UI acton actonss 12) UI polic policies ies 13) busine business ss rules rules 14) clien clien scrip scrip 90. How o change change background background color color? ? Sysem Propertes > CSS 91. In case c ase o Clien Clien Scrip Scrip which feld feld shou should ld be rue o apply clien scrip scrip on all views? Global View 92. Wha is he rue i we delee he he sysem able? Auomatcally Auomatca lly recreaed deleed Sysem able in Nex Upgrade 93. How o make an UI Policy glo globa bal? l? Chec k he Global Check Global feld 94. How ServiceNow sysem is confgur confgured ed o send an a n email notfc notfcat aton on aer sysem Upgrade? Defne in Notfcaton Module 95. Wha is he he rue abou abou Slush Slush Bucke? Fields appearing in Seleced secton will be presen in orm
96. Which mod module ule is used or creae a new Caalog iem? iem? Mainain iems
ar range he Applica Applicato tons ns in le navig navigat aton on o user? user ? 97. How o arrange By assigning role o user 98. Whi Which ch is is rue rue o creae a caalog asks? Workow or Sc_req_iem asks? Workow 99. Which mod module ule is used o see col column umn srucure in a able? able? Tables & Columns 100. 100.
How Ho w o de defn fne e fel eld d ari aribu bue ess
Righ click on feld lable>Personalize Dictonary 101. 1. 10
Whic Wh ich h par par o Hom HomePa ePage ge con cona ain inss KB? KB?
102.
News When Su Subm bmi i bu bu on Appe Appears ars in h he e orm? orm?
When changes made o orm 103. 103.
Wha is li Wha lisstng in in HomeP HomePag age e icon? icon? Lis o home pages
104.
How o chang change e he he Deve Develop lopmen men and Pro Produc ducton ton ins insan ance ce colo color? r?
105.. 105
Sysem Propertes >Basic Confguraton How o see he he curren curren versi version on o ins insa anc nce e as an Adm Admin in? ?
Sysem Diagnostc applicaton >> Sas Module >> Build 106. 6. Wh Wha a ar are e a able less ca can n be be 10 deleed? Table deleed? Table sars wih u_ 107. 107.
Whic Wh ich h is is r rue ue ab abou ou INC INC a abl ble? e? Inciden able exends ask
108 108..
able When Whe n UI UI Act Acton onss appe appears ars on h he e or orm? m?
When conditons ges satsfed 109.
Can we we vali valida dae e wo work rko ow w beore beore pub publi lish sh? ? True
110.
Arrange he he No. No. o users in in any new insan insance ce o servic service e now. now. 1= mos, mos, 2= Moderae, Moderae, 3=
Less, 4= very less.?? ESS> ITIL> Delegae> ADMIN 114. In 114. Incid ciden en, , prob proble lem m able abless inhe inheri ri which which ab able. le. Task able. cusomiz omize e a homepag homepage, e, SNC makes a copy o i and __ ____ ____ __ 115. When you cus ? Adds he prefx prefx "My" o he homepage name. name . you edi/ creae a workow? workow? 116. How do you Using Graphical Workow Edior 117. Wha is he purpose purpose o a service caalog workow? workow? To auomae he sequence seq uence o actvites. actvites. 118. Wha is he he impora imporan n acor o remember when a user is creatng caalog variable? Caalog variable? Caalog Variables are global by deaul. 119. Wha is he he purpose purpose o o an updae se? To move he cusomizatons cusomizatons rom one insance o anoher
_
change he number prefx prefx rom "INC" o "IN" or inciden inciden able? able? 120. How can you change Number mainenance able 121. Which seng allows he user o o view knowledge artcles artcles wihou loggi logging ng in? in? Public sengs ollowing wing is rue regarding roles? 122. Which o he ollo Roles can conain oher roles. When user is assigned o a role, he will inheri he conained roles as well. 123. ACL is par o which which securiy? securiy? Conexual Securiy is rue regardin regarding g Knowledge Knowledge Base? 124. Which is In a Knowledge base, artcles are grouped according o caegories. 125. How can you view view he dicto dictonary nary or a feld? feld? Righ clicks on he feld and click Personalize Dictonary. 126. Which among among he ollowi ollowing ng is rue regarding regarding ACLs? I here are row and feld ACLs, user has o satsy boh o have access o he feld. 127. Wha is Daa Dictonar Dictonary? y? I conains inormaton abou a feld's daa ype, characer limi, deaul value, dependency, and oher aribues. know which which release version o Service Service Now you are working working on? on? 128. How do you know Go o Sysem Diagnostcs->Sas Diagnostcs->Sas and check he Build Build name. 129. Wha does home home icon do ? I akes you o he homepage 130. When user creae c reaess a able "abc", "abc", how does does service now now name i? u_abc i? u_abc sy sem adminisra adminisraor or wans o modi modiy y he homepage, which o he ollow ollowing ing link linkss on 131. I he sysem he page indicaes ha his can be done by ? Add conen he "coalesce" "coalesce" feld feld do do? ? 132. Wha does he Coalescing on a feld (or se o felds) means he feld will be used as a unique key deails does a knowled knowledge ge artcle artcle hol hold? d? 133. Wha deails 1) Known Known errors 2) Useul in inor orma mato ton n 3) Troublesh Troubleshoot ootng ng tps 134. Wha does does a ransorm map map do do? ? A ransorm map is a se o feld maps ha deermine he relatonships beween felds in an impor se and felds in an existng Service Now able (such as Incidens or Users). 135. Dieren Dierence ce beween clien scrip scrip and business business rule rule Clien scrip: I runs a clien side onLoad, onchange, oncelledi and onSubmi o he orm Business rule: I runs a server side beore/aer record in insered, i nsered, updaed or deleed. 136. onCh onChange ange clien clien scrip scrip runs on ? Change in he value o a partcular feld 137. Links, buons, conex menu acton belongs belongs o? o? UI acton
138. UI policy policy accomp accomplishes? lishes? 1) Making Making a feld feld read-only 2) Making Making feld feld read-only 3) Making Making a feld feld o be hidden hidden 139. How do you you confrm confrm an insance insance upgrade? Sysem Logs -> evens -> sysem.upgraded, use his even o rigger he Sysem Upgraded notfcaton 140. Wha all modules modules can an ESS user see se e under in Service Caalo Caalog? g? Sel Service purpose se o an Order Guide? Guide? 141. Wha is he purpo An order guide gives cusomers an easy way o order multple relaed iems i ems as a single reques. 142. Choose he order o evalua evaluaton ton o o ACLs An ACL rule only only grans a user access acce ss o an objec objec i he user mees all o he permissions permissions required by he maching ACL rules. -The conditon mus evaluae o rue. -The scrip mus evaluae o rue or reurn an answer variable wih he value o rue. -The user mus have one o he roles in he required roles lis. -The oher maching ACL rules or he objec ype mus evaluae o rue. 143. Wha is one hing hing in workows workows peculiar or caalog? You can defne visibiliy o variables on ask orm hrough workow when i is creaed 144. Wha is is BSM MAP? MAP? Business Service Managemen BSM map ha graphically displays he relatonship o confguraton confgurat on iems ha suppor a business service. 145. Wha is Coalesce used or in imp impor or ses? se s? I compares he uniqueness o daa i no ound, creaes new record, So i reduces daa redundancy 146. Which one one on homepage homepage will will access acce ss know knowledge? ledge? News 147.. Kno Knowle wledge dge process consis consiss? s? 147 1) Docum Documen en creaton creaton 2) Approva Approvall and review rom SMEs 3) Publish Publishing ing 148. Gauge 148. Gauge can be be added o? o ? Homepage variables bles cab be arranged on a caalog 149. How he caalog varia iem By iem By seng he appropriae value o feld 'Order'. adminisraors ors can do diagnose diagnose problem problemss and improve improve he homepage homepage perormanc perormance? e? 150. Wha do adminisra 1) Turn on homepage debugging 2) Troubleshoo slow repors 3) Parallel homepage rendering 4) Homepage caching
151. How can you view repors on homepage? Repors view/run open a repor add o homepage
152. Daa inconsisency inconsisency correcton correcton is done done rom auomaed? Plugins o reerence? reerence? 153. Icon o Icon ( ) 154.. App 154 Applica licato ton n Navigat Navigaton on Search his hisory ory is sored somewhere some where or no? no? No 155. Daa Dictonar Dictonary y is used or? or? Daabase Srucure 156. Creae inciden, inciden, repor ouage, password rese rese – wha is common common in in his? 1) User is direced o varia variable ble se se 2) User is direced direced o record produc producer er 157. Applica licato ton n navigao navigaorr doesn’ appear on screen sc reen why? why? 157. App Toggle Navigaor ar e no displayed in mob mobile ile view? view? 158. Shorcus and avories are False 159. Records in able able are displayed displayed in lis lis view? view? True Workows ows are moved beween 160. Work insances? They can be moved by insances? They updae ses 161. UI actons actons execues on? on? Server side. policy? y? 162. Purpose o daa polic Daa policies enable you o enorce daa consisency across he applicaton. 163. When is work workow ow comple complee? e? Only when published rom mobile mobile (rue 164. Favories and shorcus can be managed rom /alse) True. /alse) True. populae e he he cmdb cmdb? ? 165. Ways o popula 1) Discov Discovery ery 2) Im Impo por r ses ses 3) Inegr Inegrae ae 4) Web servi services ces 5) Help he help help desk desk 6) Manu Manual al 166. Tab Tables les can be relaed relaed o each oher by? 1) One One - Many Many 2) Many Many - Many Many 3) Exens Exension ionss 4) Daabase Daabase view viewss
167. Wha are Task oo ools? ls? 1) SLA 2) Assign Assignmen men rules rules 3) Appro Approval valss rules 168. ACME knowledg knowledge e base conains? conains? 1) Cusomer suppor suppor artcles artcles 2) HR blo blog g 169. MEGACORP knowl knowledge edge base conains? conains?
1) Know Know error artcl artcles es 2) de devW vWik ikii 170. How o a deaul fler? fler? Sysem Sys emmake defnit defniton on > Applicato Applic aton n Menu Me nu > Modules Noe: Under Un der he modules modules speciy he fler 171. Creae incide inciden n,, repor oua ouage, ge, password rese ? User is direced o record producer conrol ru rule le evaluaes? 172. Access conrol when feld rule and record rule is specifed , and boh crieria should be ulflled 173. Applicato ton n navigao navigaorr doesn’ appear on screen sc reen why? why? 173. Applica Toggle Navigaor 174. Shorcus and avories are ar e no displayed in mob mobile ile view? view? False able are displayed displayed in lis lis view? view? 175. Records in able True in service now? 176. Wha are core ables in Task Table and Cmdb_CI 178. Work Workows ows are moved beween insances? They insances? They can be moved by updae upda e ses se s 179. Which is is rue regarding regarding Ui actons? actons? Conditons can be specifed o deermine when a ui acton appears daa po poli licy cy? ? 180. Purpose o daa I sandardizes daa across applicaton. 181. Records in able able are displayed displayed in lis lis view view ( True / False ) ) True 182. In updae ses workow workow will will be capure or no? Yes, can capure 183. Can daa polic policy y be used o enorce daa consisency across applicatons? True applicatons? True you make fler fler visib visible le o everyone? every one? 184. How will you Save, Assign a name, name , se se visib visible le , save is an even? even? 185. Wha is Indicaton o he service now processes ha somehing has occurred
you enable or disable disable applicat applicaton? on? 186. How will you Sysem Defniton > Applicaton Menus > Selec he Applicaton Noe: Can Check and Uncheck he Actve CheckBox 187. Wha is sysem dictonar dictonary? y? 1) The Daa Dictonary Table, Dictonary Dictonary Enry [sys_dictonary] conains a addito dditonal nal inormaton inorma ton ha defnes daabase daab ase elemens. eleme ns. 2) You can explore he sysem sys em dictonary dictonary or additonal additonal inormaton inormaton abou able srucures. srucu res. 188. When Applicatons Applicatons will will no no display? display? 1) User migh migh no have have he appropriae appropriae role. 2) May change he view o o he applic applicat aton on navigaor navigaor user. purpose o using using ype fler fler ex? 189. The purpose
To quickly access applicaton menus and modules 190. Record bas baseline eline satst satstcs cs or clien ransactons ransactons tme? tme? Average Clien response tme: Average Clien nework tme: Average Browser tme 191. Wheher a user can delee delee a pos pos? ? Users can remove heir own poss poss by righ-‐clicking 192. When he work ow ow ges compleed? compleed? When he Workow Workow runs ou o actvites. actvites.
hen selecng delee.
193. Wha does an workow workow edio ediorr means? Inerace Iner ace or creatng creatng and mod modi iyi ying ng Wo Work rko ows ws by ar arra rang nging ing and conn connec ectn tng g
actv ctv
ites ites o processes. proce sses. 194. Wha is rue abou abou checkou in in workow? workow? The workow is available o run only or he users who has i checked ou. 195. Wha is rue abo abou u KPI? KPI Repors are especially especially useul, useul, because hey are examples o ITIL bes practce repors. Advanag nage e o CSV orma? orma? 196. Adva CSV orma can handle more rows o daa han Excel. 197. Defne Dae overridde overridden? n? Dictonary overrides provide he abiliy o defne a feld on an exended able dierenly rom he feld on he paren able You can add dictonary overrides only on ables ha are in he same scope as he dictonary override 198. How many many SLA SLA a record record can have? A record can have multple sla’s 199. Tags can be creaed in whic which h secton? Form secton? Form 200. Defne Sysem Dictonary Dictonary? ? The sysem dictonary is a able, called Dictonary Enry [sys_dictonary], ha conains deails or each able and he defniton defniton or every eve ry column on ea each ch able in an insance Each row in he sysem dictonary represens eiher a able or a column in one o he ables. ables .
201. Defne varia variable ble disp display lay sequence?
Variables are displayed using order feld which i displays in ascending order workow? w? 202. When you can’ use worko 1) When a workow workow is checked ou 2) Using graphical graphical edior edior we can’ can’ use workow workow when i is is published published 203. In which sage, workow workow versions versions ha is no longer longer availab available le or new conex? conex? Compleed. 204. Wha is a rereshable rereshab le widge viewabl viewable e as a homepage secton? secton? Repors
ServiceNow
Certfed Sysem
Adminisraor Dumps 205.. 205
Which Wh ich o o he he ollo ollowi wing ng can be perormed by in inbo boun und d email email act acton? on?
A. Creae or updae ask record. • Se Send nd an ema email il w whe hen n a ask ask reco record rd chan changes ges.. • Crea eae e a new new able. • Send Send sc sche hedu dule led d repor repors s.. Wha ha is Sev Sevic ice eNow? E. I is a Cloud based ITSM ool buil on web 2.0, SAAS, ITIl v3, PaaS and IT 3.0. F. I is a cloud based on-demand on-demand ITSM buil buil on PaaS, SaaS and ITIL. G. I is a cloud Based on-demand ool used or building web applicatons. H. I is a Social IT based helpdesk sysem using JDBC plaorm. H. Which o he ollowing are conained in he banner rame ha runs across he op o every Service now webpage? E. Welcome message. F. Impersonae key. G. Homepage. H. All o he above I. In wha way does he Swich perspectve eaure in applicaton navigaor assis you in organizing orga nizing applicat applicatons ons in servi se rvice ce now? E. I allows you o view applicatons rom he perspectve o individual roles as ITIL, Asse Managemen or Admin. allows ws o view applica applicato tons ns rom he perspectve o CMDB, CMD B, ITIL, IT IL, Repors, F. I allo
06.. 206
Asse Managemen, Admi Admin n or ALL G. I allows you o view hrough CMDB, Admin, ITIL, ESS or ALL H. I allows you o selec applicatons hrough only Admin, ITIL,ESS users. Wha is he main area in all Service now web pages? E. Conen Pane F. Banner. G. Applicaton Navigaor. H. Global Tex Search Area. he house icon icon acce access? ss? K. Wha lis does he J.
E.
Lis o mos visied web pages.
F. Lis o homepages. G. Lis o company locatons.
gauges used on homepages H. Lis o gauges
A _______ is a user in he sysem ha receives anoher users messages like approval requess, media inviatons and oher business messages? E. ESS users F. ITIL users G. Knowledge user
D. Delegae L. Which one o he ollowing saemen describes he conens o he confguraton
managemen daabase (CMDB)? A. The CMDB conains ITIL process proc ess daa da a peraining o confgurato confguraton n iems B. The CMDB conains daa da a abou angible angible and inang inangible ible business business asses asse s C. The CMDB achieves all service managemen PaaS equipmen meadaa and usage
satstcs D. The CMDB conains business rule ha direc he inangible, confgurable asses
used by he company M. Which one o he saemen below describes he relatonship beween he inciden
able and ask able? C. The ask able exends he inciden able D. The ask able is he child o he inciden able E. The inciden able is he paren o he ask able
D. The inciden able exends he ask able N. Which one o he oll ollowi owing ng saemen is correc when reerring reerri ng o UI actons? actons? F.
UI Acton on he ask able are no available available o is is exended exe nded ables
G. UI Actons are only execued on he server
H. UI Actons canno use scrips or be scriped
Conditons can be specifed o be deermined when a UI Acton appears
I.
O. My company wans have he inciden number prefx as ‘IN’ insead o he deaul ‘INC’.
As an ADMIN, wha do I need o do? C. Go o he number mainenance applicaton and change he prefx o ‘IN’ or he
inciden D. Creae a business rule ha modifed he prefx beore he inser operaton E. Subm Submi i he change change reques reque s o ServiceNow echnical suppor suppor F.
The prefx o an inciden canno be changed because i is a buil in eaure
P. Which one o he ollowing saemen is rue or sysem adminisraors who are deletng
ables? E. Deletng he able doesn’ delee oher associaed elemens like views and gauges.
The elemens mus be deleed separaely F.
Only ables beginning wih ‘u_’ can be permanenly deleed
G. Deletng an ou o box sysem able permanenly delees i rom use by all
insance a a cusomer side H. An ESS user use r ccan an delee any confgura confguraton ton iem iem ha is reerenced by he problem problem
able, saving you tme Q. Which one o he ollowing is rue characeristcs or workows in service caalog? E. The sar & end actvites in workows can be changed F.
Workows can have a multple rounds o approval actons
G. Workows can have a maximum o fve rounds o approval actons
D. Only one rollback actvites is allowed in a workow R. When adding a variable variable o a caalog iem, wha does an order feld deermine? E. The order feld ses he availabiliy o he variable variable iem by graying he iem i i is
no available o be ordered F.
The order feld displays he ulfllmen prioriy value by calculatng and presentng present ng an expeced delivery delivery dae
G. The order feld value is used o display he variable by price. The order is more
expensive o less expensive H. The order feld esablishes he display order o he variables. Variables are lised
by ascending ascending order order values.
S. Which one o he ollowing saemen is rue when using he slush bucke o design a
orm or lis? E. The available available column column is is he lis lis o all o he felds felds ha are ar e currenly displayed on
he existng orm F.
I he feld name appears appear s in he bold on aler being moved o he seleced sele ced column, he feld is he reerence feld
G. When he feld is moved rom he seleced column o he available column, he
feld is removed rom he lis H. To exacly positon felds on he orm, use he le and righ buons T. When running ransorm on an impor se, how does he servicenow insance handle he
daa being impored? E. Records are ignored when he daa in he insance insance maches he daa
being impored F.
Records are overwrien when he daa in he insance maches he daa being impored
G. The impor se acs as a saging area or records impored rom a daa source H. The impor se able allows you o defne destnatons or impored daa on
servicenow ables sengs ha can c an be made in he conexual conexual securiy manager? U. Wha are wo o he sengs E. Abili Abiliy y o change release daes and manage group personnel. F.
Abili Abiliy y o change release rele ase daes dae s and resric resr ic auomatc notfcatons. notfcatons.
G. Abili Abiliy y o se he maximum maximum aachmen aachm en size and speciy he aachmen aachm en fle ypes. ype s. H. Abili Abiliy y o disable applicatons and o o se he he maximum notfcaton notfcaton siz size. e. V. Which one o he ollowing modules can be used o view feld sengs or a able?
A. Columns and Fields. B. Tables and Fields. E. Tables and Columns. F. Access Conrol.
W. Wha is he organizing srucure used in he Knowledge base o organize artcles? G. Wihin he Knowledge Base, artcles are organized by he inciden ha hey are
aached o. H. Wihin he Knowledge Base Applicaton, me artcles module organizes artcle by auhor. I. Wihin a Knowledge Base onic, artcles are organized ino caegories. Wihin a Knowledge base onic, artcles are organized alphabetcally or every week o he monh. X. Because a homepage is dynamically generaed, which one o he ollowing is a way o inuenc in uence e perormanc perormance? e? rer esh o o or o longer longer tme tme incremen. E. Se reresh F. Rearrange he homepage homepage o replace all gauges a he op o he page. G. Add more gauges o he homepage so ha he daa is reused beween he gauges. H. Rearrange he homepag homepage e o replace all gauges gauges a he boom boom o he page. Y. Which one o he ollowing includes a quick way o an approval manager approves a service caalog reques? E. In he reques requ es lis, righ righ click he he REQ number number and selec sel ec approve reques. reque s. F. In he caalog ask lis, righ click he ask number and selec approve. J.
G. In he caalog ask orm, selec Approve rom he sae feld feld drop down down lis. H. On he requesed reque sed iem orm, selec approve approve rom he reques feld feld drop down down lis. Z. Which one one o he ollowin ollowing g saemens saemen s describes descr ibes he purpose purpose o a Service Caalog
workow? F. The Service Caalog workow is used o drive complex ulfllmen processes and sends notfcatons o defned users or groups. G. The Service Caalog workow generaes hree basic componens: iem variable ypes, asks, and approvals. H. The Service Caalog workow generaes hree basic componens: iem variable ypes, asks, and notfcatons. I. Alhough a Service Caalog workow canno send notfcatons, he workow drives complex ulfllmen processes. Wihin a orm, which o hese mehods can be used o view he Dictonary sengs or a feld? E. Double-click on he feld label. F. Righ Righ-cli -click ck on he he orm header head er and selec s elec Personalize->Form Layou. Layou. G. Righ Righ-cli -click ck on he Reerence Reeren ce icon and selec Personalize->Dictonary. Personalize->Dictonary. D. Righ-click on he Field label and selec Personalize->Dictonary.
AA.
BB. Making he background color o he Developmen insance dieren rom he Producton
insance makes i easily recognizable. Which one one o he ollowing ollowing is a correc corre c lis o seps o cusomize he background color o he header bar? E. Banne Bannerr and Lis capton capton background color > drag new ne w color ino banner > save. sav e. F. Righmos porton o he page header and browser tle > ype on color code > save. G. Righmos porton o he page header and browser tle > ype on color code > reresh page. H. Righmos porton o he banner > Gear icon > Theme. CC. Why he Business Service Managemen (BSM) map is display or a confguraton iem,
where is he confguraton iem locaed in he maps? E. The confguraton iem is a he boom o a ow char srucure, and all he confguraton iems, ha eed daa o he confguraton iem are shown above. F. The confguraton iem is a he op o a ow char srucure, and all he confguraton iems, ha eed daa o he confguraton iem are shown below. G. The confguraton iem is in he cener o he map, wih upsream confguraton iems and downsream downsr eam confguraton confguraton iems displayed. H. The confguraton iem is a he op o a ypical srucure, showing all he confguraton iems aeced by i. DD.
Which one o he ollowing is an example o a one-o-many relatonship?
E. User able[sys_ user]reerences he Task able[ask]assigned o feld.
F. The Task able[ask]assigned o feld reerences he user able[sys_ user]. G. Incid Inciden en able[inciden]o able[inciden]opened pened feld feld reerences reerence s he calendar calen dar able[sys_ calendar].
inciden[inciden]a iden]able ble reerences reerence s a ables wih open open asks. H. The inciden[inc EE. Which one o he ollowing saemens correcly describes he dierences beween
a clien scrip and a business rule? E. A clien scrip scrip runs beore a record recor d is locaed and a business rule rule runs aer a record is loaded F. A clien clien scrip runs on he server and a business rule runs on he clien C. A clien scrip runs on he clien side on load, on change o a feld, or on submission o a save on he record. A business rule on he server beore or aer a record is loaded, insered, deleed, or updaed D. A clien scrip runs on he clien-only clien-only on load o a record. rec ord. A business rule runs on he server serv er only aer a record is loaded, loaded, insered, insered, deleed or updaed major seps o creae a Service Caalog reques work workow ow and make FF. Wha are he major i available o ohers? cr eae workow workow actvites, and publish publish he workow E. Defne workow propertes, creae F. Creae workow actvites, creae approval acton actvites ,and publish he workow. G. Defne workow propertes, creae workow actvites, and creae deploymen sage asks. H. Defne work workow ow propertes, propertes, creae mark iem approval approval asks, asks , and creae
deployme depl oymen n sage asks.
Which one o he ollowing saemens describes he conens o he confguraton managemen daabase (CMDB)?
GG.
A. The CMDB conains ITIL process proc ess daa da a peraining o confgurato confguraton n iems B. The CMDB conains daa da a abou angible angible and inang inangible ible business business asses asse s
G. The CMDB archives o Service Managemen PaaS equipmen equipmen mehods mehods and usage
HH.
satstcs H. The CMDB conains he business rules ha direc he angible and inangible confguraton asses used by a company Wha does Cusom Chartng Plug-in allow you o do? E. I combines daa rom inside he Service Now plaorm wih inernal daa only o
produce a single char. combines repors ha Service Now creaes cre aes ino ino a single single char. F. I combines G. Cusom chartng allows you o creae chars when you have a requiremen ha canno be satsfed wih he Repor Applicaton. H. I merges daa rom single able in he plaorm o creae a meaningul repor. II. Wha does a ServiceNow Homepage provide? G. A dashboard o requenly used conen which usually usually includes includes repors. repo rs. A personal space ha is confgured o be he frs page seen aer login, Access o multple personal homepages, Access o oher global homepages he user has he righs o view. H. The Service Caalog ordering page is essentally also a homepage confgured. I shar es he same shares sam e unctonaliy unctonaliy and he inormaton inormaton below applies o i as well. When a user use r logs logs o ServiceNow, Service Now, hey’ll be aken immedia immediaely ely o heir homepage. homepage. I he user has a personalized homepage ha’s wha hey’ll see. A user sees he homepage wih he lowes Order value. J. ServiceNow documenaton ha did no provide an answer, copy and pase he URL ino he ex box o help us improve our produc documenaton. JJ. Wha is a Service Level agreemen? G. A record in he SLA SLA able which defnes a se amoun amoun o tme tme or a ask o o reach re ach cerain conditon, he ables o access and wha ype o SLA is being evaluaed. H. A service-level agreemen is negotaed agreemen beween wo or more partes, where one is he cusomers and ohers are service providers. providers. re aches and condit conditons ons wihin wihin a cerain I. SLAs are used o ensure ha a ask reaches I.
amoun o tme, such as ensuring ha an inciden is closed or resolved immediaely when assigned. J. A Service-level agreemen agreeme n is a par o Service conrac where a service is ormal ormally ly defned. In practce, he erm SLA is sometmes used o reer o he conraced delivery tme.
KK. Wha is he greaes benef o utlizing SLAS? F. This propery will be used only wih he audied ables. Tables which are no
audied ignore ignore he pause tme beore be ore he creaton crea ton o he record in he SLA. G. The ask SLA engine provided by he plugin can also be used o defne OLAs or Underpi Und erpinnin nning g conracs in exacly same way as SLAs. SLAs . H. SLA’s allow an IT Service Desk o rack i here represenatves are providing a specifc level o service, and run repors on he success raes o he SLA actons. I. The propery Compue prior SLA pause tme or new, reroactve SLAs (2011
SLA engine only) will available. defniton, wha are ar e he conditons conditons ha will rigger an SLA? LL. In SLA defniton, C. Sar Sar Conditon, Conditon, Sop Conditon, Conditon, Pause Pa use conditon, conditon, Reverse Rev erse condito conditon. n. D. Sar conditon, sop conditon.
Sar r conditon, conditon, Sop conditon, conditon, Paus P ause e conditon. conditon. E. Sa F. Sa Sar r conditon, conditon, Pause Pau se conditon, conditon, Sop conditon. MM.
NN.
Wha are he 4 aspecs o Service Level Agreemen? E. SLA Defniton, Task SLA, creatng an SLA, Deletng an SLA rom a work order. F. SLA Defniton, Task SLA, SLA auomaton, SLA workow G. Creatng an SLA, Deletng an SLA, Deletng an SLA rom a work order. H. Delet Deletng ng an SLA rom rom a work order, ord er, creatng cre atng an a n SLA, SLA Defnit Defniton. on. Wha are he ypes o SLAS in ServiceNow? Underpinning conrac. co nrac. E. SLA agreemen, Operatonal level agreemen, Underpinning F. SLA workow, SLA Defniton, Operatonal level agreemen. G. Task SLA, SLA agreemen. Underpinn Underpinning ing conrac. H. SLA Auomaton, Auomaton, SLA conditons conditons and scrip include.
Wha are he 3 ypes o numbe numbers rs rom orders? E. Requesed Iem, Procuremen, Fulfllmen. F. Ful Fulfl fllmen lmen, , Procuremen, Caalog em, Requesed Iem. G. Reques Number (REQ), Requesed Iem (RITM), Caalog Task Number. H. Reques Number, Caalog Iem. PP. Wha role allows user o defne caalog iems? E. Caalog_admin Role. F. Service Role. G. Knowledge Admin Role. H. Admin Role. OO.
QQ.
Which o he ollowing ollowing are you allowed o make cusomizaton cusomizatonss o?
E. A able. F. A orm. G. A feld.
H. All o he above.
RR. By deaul in in ServiceNow, wha wh a cusomiz cusomizat atons ons are added o Updae Ses? E. Changes made made o daa. d aa. F. Changes made o a orm. G. Changes made o a schedule. H. Changes made o a homepage. SS. Which o he ollowing are workow actvites? E. Approvals. F. Notfcaton. G. Timers. H. All o he above TT. Wha is Single Sign-On (SSO)? E. A ype o inegrat inegraton on ha enables a user u ser o log in in once and pain access acces s o o he
resources o multple soware sysems wihou being promped o log in again.
F. A process ha gris access o hird-pary soware ha allows Service Now o
UU.
wrie o ouside ouside daabases. da abases. G. A Service Now applicaton ha mainains, sores, and validaes passwords or access o Service Now applicatons. H. A ype o Service Now release rele ase ha updaes exist existng ng Service Now insances. insances . Wha are wo o he seng ha can be made in in he conexual conexual Securiy Manager? E. Abiliy o change release daes and manage group personnel. F. Abi Abiliy liy o change release rele ase daes da es and resri res ric c auomatc notfcato notfcatons. ns. G. Abiliy o se he maximum aachmen size and speciy he aachmen fle ypes. D. Abiliy o disable applicaton and o o se se he maximum notfcaton notfcaton size.
VV.Which secton o he Service Now GUI conains he global search eaure? E. Lis pane. F. Lower Navigaton bar.
C. Banner. D. Applicaton Navigaor. Which one o he ollow ollowing ing modules modules can be used u sed o o view feld seng seng or a able? WW. A. Columns and Fields. B. Tables and Fields. D. Tables and Columns. E. Access conrol. main componens componens o he he Service Now graphical graphical user inerace in erace (GUI)? XX. Wha are he main E. Applicaton Navigaor, News Conen Frame, Lis pane and Inormaton Srucure. F. Applicaton Navigaor, Banner, Power Edge and Conen Frame. G. Nav Navigat igaton on Bar, Repor Re por Gauge rame, Power Bar and News Ne ws Conen Block. H. App Applica licato ton n Lis, Repor Gauge Gauge rame, ram e, Power Po wer Bar and Deails pane.
YY. In a ypical Service Now insance, wha ypes o users are in he sysem? Choose one lis
ha orders rom 1=mos seas o 4=leas in amoun amoun o seas. Adminisra raor or 2) ITIL User 3) Delegae Adminis Adminisrao raorr 4) ESS user. E. 1) Sysem Adminis F. 1) ESS user 2) Delegae Adminis Adminisrao raorr 3) ITIL User 4) Sysem Adminisra Adminisraor. or. G. 1) Sysem Adminis Adminisrao raorr 2) Delegae Dele gae Adminisraor Adminisraor 3) ITIL User 4) ESS user. D. 1) ESS user 2) ITIL User U ser 3) Delegae Adminis Adminisrao raorr 4) Sysem Syse m Adminisrao Adminisraor. r. ZZ. Wha is he organizing srucure used in he knowledge Base o organize artcle? E. Wihin he Knowledge Base, artcles are organized by he inciden ha hey are aached o. F. Wihin he Knowledge Base applicaton, artcle module organizes artcles by auhor. G. Wihin he Knowledge Base onic, artcles are organized ino Caegories. H. Wihin he Knowledge Base opic, artcles are organized alphabetcally or every
week o he monh. Because a homepage is dynamically generaed, which one o he ollowing is a AAA. way o inuence perormance? E. Se Reresh Rer esh o o or o longer longer tme tme incremen. incremen.
homepage o place all gauges a he op o he F. Rearrange he homepage
BBB.
page. C. Reduce he number number o gauges in he homepages. homepages. D. Rearrange he homepage o place all gauges a he boom o he page. Wha is he primary purpose o he Impersonae ea eaure? ure? E. To check wha role is given o a specifc user. user . F. To check password srengh o anoher user. G. To check i a UI Policy applies o a Business Rule. D. To ac as a dieren user or estng purposes.
Which one o he ollowing includes a quick way an approval manager can approve appro ve a Service Caalog reques? reques ? R eques lis lis, , righ-cli righ-click ck he REQ Number and selec Approve Approve Reques. Reque s. G. In he Reques H. In he Caalog Tasks lis, righ-click he TASK Number and selec Approve. I. In he Caalog Tasks orm, selec Approve Approve rom he sae feld feld drop-down lis. lis. Reque sed Iem I em orm, selec sel ec Approve rom he Reques Reque s feld drop-do drop-down wn J. On he Requesed lis. DDD. Which one o he ollowing saemen describe he purpose o a Service Caalog workow? C. The Service Caalog workow is used o drive complex ulfllmen processes and CCC.
sends notfcatons o defned users or groups.
D. The Service Caalog workow generaes hree basics componens: iem variable
ypes, asks, and approvals. E. The Service Caalog workow generaes hree basics componens: iem variable ypes, asks, and notfcatons. F. Alhough a Service Caalog workow canno send notfcatons, he workow
drives complex ulfllmen processes.
EEE.
Which one o he ollowing is a lis o wha he Service Caalog conains? E. Order Guides, Guides, Caalog Iems and Inercepors. Inercep ors. F. Ca Caalog alog Iems, Asse Conracs, Task Surveys. Guides, Exchange Exchange Raes, Calendars. C alendars. G. Order Guides, H. Record Producer, Order Guides, and Caalog Iems.
Wihin a orm which o hese mehods can be used o view he dictonary sengs or a feld? E. Double-click on he feld label F. Righ Righ click on he orm header heade r and selec Personalize Personalize > Form layou layou G. Rig Righ h click on he reerence reere nce icon and selec Personalize Personalize > Dictonar Dictonary y D. Righ click on he feld label and selec Personalize > Dictonary
FFF.
GGG.
In an inciden orm, which one o he ollowing is an example o UI policy? F. Expor feld daa rom lis G. Add a module o an applicaton
C. Make he prioriy feld read-only D. Expor feld daa rom a orm New records, new groups and modifed confguraton iems wha do hey have in common? E. They are included in an updae se F. They are cusomizatons G. They do no have anyhing in common D. They are no capured in an updae se.
HHH.
III. In an applica applicaton ton navigaor, navigaor, how is he lis o applicatons applicatons deermined?
E. Lis o applicatons is deermined by he Service level agreemens applicato tons ns and uses flerin flering g o End and access acce ss F. Every user has all he applica
applicatons G. The lis o applicatons seen according o he roles ha have been assigned o user H. The deparmen manager assigns applicatons o each user in he deparmen. JJJ. Why he business service managemen map (BSM) map is displayed or a confguraton
iem, where is he confguraton iem locaed in he maps? E. The confguraton iem is a he boom o a ow char srucure, and all he confguraton iem are shown above. F. The confguraton iem is a he op o a ow char srucure, and all he confguraton iems ha eed daa o he confguraton iem are shown G. Confguraton iem is in he cener o he map, wih upsream confguraton iems and downsream confguraton iems displayed. H. The confguraton iem is a he op o a pyramid srucure, showing all he confguraton iem aeced by i.
KKK.
Wha process does he knowl knowledge edge base manage? E. Ordering and billing cycle initaed when iems are purchased using he service caalog. F. Weekly and monhly monhly operat operatons ons repors done on archived and curren curre n daa. d aa. G. Documen review cycle, which includes submission, eedback rom subjec maer expers (SMEs), ( SMEs), and publis publishin hing. g. accomplished hed as he real-tme real-tme racking racking o hardware hardwar e H. Sysem asse reassignmen accomplis and soware asses.
In service caalog, when a user orders several iems (or example, a deskop compuer, compu er, keyboard and mouse), he ypes o numbers generaed o rack he order are ar e REQ, RITM and? G. Procuremen grown number. H. BSM map number. I. Fulfllmen ask number. J. Caalog ask number. MMM. Which one o he ollowing saemens is rue or sysem adminisraors who are deletng ables? E. Deletng a able does no delee oher associaed elemens like views and gauges. These elemens mus be deleed separaely. F. Only ables beginning wih a “u” can be permanenly deleed. G. Deletng a ou o box sysem sys em able permanenly delees i rom use by all insances a all insances a a cusomer sie. H. An ESS user use r ccan an delee any confgurat confguraton on iem ha is reerenced reer enced by he problem problem sae, saving you tme. When adding a variable o a caalog iem, wha does he order feld deermine? NNN. E. The order feld ses he availabiliy availabiliy o he variables iem by graying graying he iem i i is no available o be ordered. F. The order feld displays a ulfllmen ulfllmen prioriy value by calculatng and presentng prese ntng LLL.
an expeced delivery sae. G. The order feld value is used o display he variable by price. The order is more expensive o less expensive. H. The order feld esablishes he display order o he variables. Variables are lised by ascending order values. Wha is an access defned and applied o? OOO. A. Specifc Specifc able user. user . B. Specifc role or user. E. Specifc group o users. F. Specifc user on a confguraton iem.
PPP.
Which module module conains SLAs, OLAs, O LAs, and an d underpinning underpinning con conrac racs? s? E. Asse conrac. F. Service level managemen. G. Conen managemen. H. Service caalog.
Which one o he ollowing ollowing saemen saeme n is rue when using he slushbucke (also known as he lis collecor) o design a orm or lis?
QQQ.
F. The available column is a lis o all o he felds ha are currenly displayed on he
existng orm. G. I he feld name appears is a bold on aler being moved o he seleced column, he feld is a reerence feld. selec ed column o he available available column, column, he feld feld H. When a feld is moved rom he seleced is removed removed rom he orm. I. To exacly positon felds on he orm, use he le and righ buons. The company requess workow is a workow running agains he reques iem (sc_req_iem) able. Wha are he ways he workow can be aached o specifc spec ifc requess? reques s? C. Workow can only be aached o specifc reques auomatcally based on conditons. D. Manually on he caalog iem orm, auomatcally based on conditons or auomatcally i here are no oher workows aached. E. Manually on he caalog iem, only manually based on conditons or only manually manua lly i here her e are no oher workows aache a ached. d. F. Workows can only be aached o speciy requess manually on he caalog iem orm. SSS. Which on saemen correcly describes Access Conrol rule evaluaton? RRR.
E. I a row level rule and a feld level rule exis, boh rules mus be rue beore an
TTT.
operaton is allowed. F. Rules are evaluaed using roles. The role wih he mos permissions evaluaes he rules frs. G. Rules are evaluaed rom he general o he specifc, so a able rule mus be actve o contnue. H. I more han one rule applies o a row, he older rule is evaluaed frs. Where is daa
sored? A. sored? A. Tables. E. Liss. F. Workows. G. Forms.
Which one o he ollowing saemens describes he purpose o an updae se? E. By deaul, an updae s includes cusomizatons, Business Rules and homepages. F. By deaul, he changes chang es included in an updae se se are visible visible only in he insance o which hey are applied. G. An updae se is a group o cusomizatons ha is moved rom developmen o producton. H. An updae se allows allows adminisra adminisraors ors o group a series seri es changes change s ino a named se and hen move his se as a uni o oher sysems. When running running Transorm Transor m on an imp impor or se, how does he ServiceNow sysem VVV. handles he daa being impored? insance maches he da daa a E. Records are ignored when he daa in he insance being impored. F. Records are overwrien when he daa in he insance maches he daa being impored. G. The Transorm map acs as a saging area or records impored rom a daa source. H. The impor se able allows you o defne destnatons or impored daa on ServiceNow ables. WWW. Which one o he ollowing is an accurae lis o changes ha are capured in an updae upda e se? se ? A. Changes made o : ables, orms, Business Rules, and daa records. B. Changes made o : ables, orms, views, and felds. E. Changes made o : ables, orms, schedules and clien scrips F. Changes made o : ables, orms, groups and confguraton iems(CI’s). XXX. When does he submi buon appear on a orm? A. orm? A. When Changing a new record C. When changing he reerence feld in an existng record D. When saving an old record UUU.
E. When updatng an Existng Record.
Wha is a workow workow prima primarily rily used or or? ? E. To send email notfcatons. F. To auomae a sequence o actvites. G. To order caalog iems. H. To schedule repors. When a user cusomize cusomize a homepage, he he sysem makes a copy o he homepage homepage and ZZZ. ________? A. Renames me homepage wih he name o user. B. Adds a “My” prefx o he homepage name. anyhing. ing. E. Does no change anyh YYY.
F. Mainains he homepage homepage name. name .
Which one o he ollowing is an example o a one o many relatonships? E. User able[sys_user] reerenced he Task able[able]Assigned o feld F. The ask able[ask] Assigned o feld reerences he user able[sys_user]. G. Incid Inciden en able[inc able[incicen] icen] Opened feld reerences he calendar cal endar able[sys_calendar able[sy s_calendar]. ]. H. The inciden [inciden] able reerences all ables wih open asks. When creatng a new able named “abc”, wha is he sysem able BBBB. name ha is auomatcally assigned by he sysem? A. abc B. u_abc E. snc_abc F. new_abc. CCCC. Wha is an updae se used or? E. To reconfgure sysem resources. c hecked and verifed verifed in anoher anoher insance. F. To apply changes ha have been checked G. To apply updaes o hardware resources H. To deermine relatonships beween Impor Se Tables and Existng ServiceNow ables. is he quick quick way an approval manager can c an appro approve ve a service caalog DDDD. Which is reques? A. reques? A. In he reques lis, righ click he REQ Number and selec Approve Reques. E. In he caalog Tasks lis, righ click he Task Number and selec Approve. Approve rom he Sae S ae feld drop-down drop-down lis. F. In he caalog Tasks orm, selec Approve G. On he Requesed iem orm , selec Approve rom he Reques feld dropdown lis. Which saemen o he ollowin ollowing g is correc when reerri reerring ng o UI actons? EEEE. E. UI Actons on he ask able are no available o is exended ables. F. UI actons are only execued on he server. G. UI Actons canno use scrips or be scriped. Conditons ons can be specifed o deermine when a UI Acton appears. appea rs. H. Condit AAAA.
My company wans o have he inciden number prefx as ‘IN’ insead o he deaul “INC”. As an admin, Wha do I need o do? C. Go o he number mainenance applicaton and change he prefx o “IN” or inciden. D. Creae a business rule ha modifes he prefx beore he inser operaton. E. Subm Submi i a Change Reques Reque s o ServiceNow Technical suppor suppor F. The prefx o an inciden canno be changed because i is a buil-in eaure. Wha are he dieren ypes o sysem impor ses? GGGG. C. Load daa, Creae Tranorm map, Run Transorm. D. Daa Sources, Load daa, Impor Impor Sources. E. Load daa, Mapping, Run ransorm. F. Impor Sources, Transorming Mappping, Impor Destnatons. FFFF.
When using Transorm Mapping, how we can dynamically map felds? E. By updatng he felds using updae ses, we can add/delee/modiy he felds using usi ng rules and server scrips. F. We canno map dynamically map source and destnaton felds by using Service now scriptng scriptng objecs and unctonaliy. unctonaliy. G. We can dynamically map source and destnaton fleds by using ServiceNow scriptng script ng objecs and unctonaliy. unctonaliy. H. We canno Schedule daa impor imporss or mapping mapping he source sourc e and destnaton destnaton felds. IIII. I we canno fnd an iem in he applicaton navigaor, Wha will be he issue? E. Conac he ITIL user o actvae i, i necessary. F. You may have applied a fler or swiched perspectves. The applicaton ha conains he module may be collapsed. G. The applicaton may be collapsed in your company’s service now implemenaton. H. You have all access righs. The applicatons and modules available o you may depend on your role. JJJJ. Wha are ar e he mehods o searching? E. Record Field Search F. Tex Search G. Knowledge Artcle Search D. Global Tex Search. KKKK. Wha applicaton is available o all users? A. users? A. Sel Service E. Service Caalog F. Knowledge Base G. Service Desk LLLL. Wha is a orm? E. Forms are used o selec dierene dierene kinds kinds o user inpu. inpu. F. Liss display inormaton rom a daa able. Users can search , sor ,fler, and edi daa in liss. HHHH.
G. A orm displays inormaton rom one record in a daa able. Validae ae daa in HTML orms beore sending sending o he conen o a server. serve r. H. Valid MMMM. Which o he ollowing are orm eaure feld saus indicaors?
–R equired fl fled ed ha requires a value. G. Red –Required H. Green- modifed fled conen.
Ligh Red- Required feld ha has a saved value. J. Orange- Read only daa ha is no ediable E. All.
I.
Wha are he lis inerace Elemens? C. Til Tile e bar, ba r, Breadcru Brea dcrumbs, mbs, Column Column headings, Respo R esponse nse Time Indicaor. Tile e bar, b ar, Breadcrumbs Breadcru mbs ,Column ,Column headings ,felds, Respon Re sponse se tme Indicaor. D. Til Tile le bar, Breadcrumbs, Breadcrumb s, Response R esponse Time Time Indicaor, Indicaor, felds. felds. E. Ti D. Tile bar, Breadcrumbs , Column Headings , Fields. OOOO. Which feld ype in a lis is no sorable? A. Daa ype B. Time Fields NNNN.
E. Dae/Time F. Severiy.
Wha eaures o ITIL are utlized by he service now plaorm? C. Planning , Design , Confguraton, Confguraton, Testng. D. Sraegy , Design, Transiton, Confguratons. C. Sraegy, Design, Transiton , Operatons. D. Planning , Sraegy, Design , Transiton. QQQQ. Inciden, problem and change ables exend which able? E. User [sys_user] F. Process seps [access_seps] C. Task [ask] D. Map [map] PPPP.
Wha is he indusry erm used o describe he computng plaorm and soluton sack ha suppors he delivery o web applicatons? 57. Open Daabase Connectviy[O Connectviy[ODBC] DBC] 58. Single Sign On[SSO] 59. Plaorm as a service[PaaS] 60. Simple Objec Access Proocol[SOAP] SSSS. Wha is a reroactve sar feld wihin an SLA defniton record used or? 111. Allows new SLAs o be associa ass ociaed ed wih existng existng tckes. Prevens users rom creatng tckes wih a dae in he pas. 112. Allows he SLA o se is sar tme o a specifc day/tme feld rom an 113. earlier even 114. There is no reroactve sar feld. RRRR.
TTTT.
in? in ?
Wha seng allows users o view a knowledge base artcle even i hey are no logged
177. The Allow AI role 178. The View AI seng C. The Public seng D. The ESS role UUUU. How do you make a able feld he display feld or reerence lookups agains ha able? 207. Creae a clien scrip on he able wih he synax “seDisplay(‘feldname’)”
Righ click on he feld label you wan o make he display value and click 208. se as Display. Display. Personalize he dictonary enry or he feld and check he display checkbox. 209. 210. Change a business rule by adding a fler ha reads “curren.display=rue”
VVVV.
How is coalesce used use d in impor impor ses? ses ? A. Coalesce is a mehod mehod o merge mult multple Transom maps beore he load daa sep in he impor process. B. Using coalesce, he impor impor se applicato applicaton n does mach source values o curren currenly ly exist exi stng ng arge values, a new re record cord is insered. C. Using coalesce, impor ses may updae exist existng ng records in a destnat destnaton on Producton able. D. I mult multpl ple e felds felds are se se o coalesce, coale sce, hen on only ly he frs coalesce value value is used o
mach an a n existng existng record. WWWW. On a homepage, which one o he ollowing page elemens accesses knowledge base Artcles? A. Sysem inormaton B. News C. My re req ques uess D. Se Serv rvic ice e caa caalo log g Which saemen saem en is rue or a user who belongs o more han one group? XXXX. A. When user is a member member o o mult multpl ple e groups, groups, each group grans permis permission sionss o he user. B. When user use r is a member o mult multpl ple e grou groups, ps, he group group wih mos permiss permissions ions has precedence over all oher groups. C. When designa designaed ed as a delegae, a user mus mus belo belong ng o he he same deparm deparmen en as he user who is no available. D. Al Alll o o he he abov above. e. Which o he ollowing saemens correcly describes he dierence beween a clien scrip and a business rule? A. A clien clien scrip scrip runs runs beore a record is loaded loaded and a business business rule rule runs aer a record is loaded. B. A clien clien scrip runs on on he server and a business rule rule runs on he clien clien.. C. A clien clien scrip runs on on he clien clien when on load, load, on change change o a feld feld or on submiss sub mission ion o a record. A business rule rule runs runs on server beore or aer a record rec ord is loaded, loade d, insered, deleed or updaed. D. A clien clien scrip runs on on he clien clien only only on load o a record. A business rule runs on on he server only only aer a record rec ord is loaded, insered, deleed or updaed. updaed.
YYYY.
ZZZZ.
Which o he ollowing describes he purpose o an order guide? A. Order guides guides resric he number number o iems iems in an order o only only one one iem iem per reques. B. Order guides guides prov provide ide a lis lis o guidel guideline iness or adminisra adminisraors ors on how o se up iem variables. C. Order guides guides provi provide de me me abili abiliy y o order mult multpl ple e relaed iems as one reques. reques . D. Order guides ake he user direcly direcly o he checkou wiho wihou u promp prompt tng or inormaton.
Which one o he ollowing phrases complees he saemen: ”The purpose o a ransorm map is o?” A. Creae a se o new ables ables beore any daa is impor impored ed duri during ng he he load load daa process. B. I adds a dummy dummy record o align align felds felds in a able beore an adminisra adminisraor or runs runs ransorm. C. Deermine Deermine he relat relatonsh onship ip beween felds disp displayi laying ng in in an impor impor se able o he felds in an existng servicenow ables. D. Encryp Encryp daa wih wihin in he he insanc insance e or highe higherr securiy. Wha are he hree major seps o creae a service caalog reques workow BBBBB. and make i visible o all ohers? AAAAA.
A. Defne worko workow w propertes, propertes, creae cre ae workow workow act actvit vites es and pu publi blish sh he workow. workow. B. Creae workow workow actvit actvites, es, creae approval acton act actvit vites es and publis publish h he
workow.
CCCCC.
C. Defne work workow ow propertes, propertes, creae workow workow act actvit vites es and creae deploymen deploymen sage asks. D. Defne Defne work workow ow proper propertes tes,, creae mark iem iem approved approved asks and creae deployme depl oymen n sage asks. Where is he impersonae eaure locaed? A. I is locaed locaed on on he he compan company y expan expand d collap collapse se banner banner area. are a. B. I is locaed locaed on on he he appli applica cato ton n navig navigao aorr corner. C. I’s a picure picure o o a key and is is in he banne bannerr rame nex o welco welcome me message. D. I is shown shown in he UI polic policy y applic applicat aton on module module..
Wha are he 3 ways o bring users ino he he Service Now sysem? A. Through Through Sing Single le Sign Sign-on -on and LDAP, using using an impor impor ses (import (importng ng users), manual man ually ly ener users, us ers, manuall manually y creatng users. B. Through Through Sin Single gle Sign-on, Sign-on, Knowledge Knowledge Base, manually manually creaed crea ed by admin. admin. C. Through Through Sing Single le Sign Sign-on -on,, LDAP, Homepage Admin, Admin, manu manually ally enering users. D. Through Through Knowle Knowledge dge Base, Organizat Organizaton on Managemen process module, manuall manually y creatng users. EEEEE. Wha are he OOTB Service-now roles in ascending order? A. Sysem Admin Adminis isra raor, or, ITIL (or (or process), process), ESS. ESS. B. ITIL, ESS, ESS, Delegae Delegae Admi Admin, n, Admin Admin.. C. Admin, Delegae Admin, ITIL, ESS. D. Admin, ESS, ITIL. FFFFF. Wha is Access Conrol? A. Access conrol conrol is is an selectv selectve e resrict resricton on o o access o a place or oher oher resource and auhorizaton. B. The access conrol model model enables you o conrol conrol he he abil abiliy iy o a process o access acce ss securable objecs or or o perorm pe rorm various various sysem adminis adminisra rato ton n asks. C. Access conrol conrol is a securiy securiy ro role le defn defned ed ad se a he a Row-level and and a he DDDDD.
column level and is execued when aemptng o access any Service-now able. D. All.
GGGGG.
HHHHH.
Please pro provid vide e an exa example mple o when you use Access Acc ess Conro Conroll Record Recor d in Service Now? A. To make he updaed updaed fe feld ld on he he inciden inciden orm ediable ediable or admin admin bu bu read on only ly or ITIL users. B. To make he he updaed feld feld on he inciden inciden orm ediable ediable or admin admin bu read only only or ITIL & ESS users. C. To change change he securiy securiy Mechani Mechanicc sengs. sengs. D. To move he he admin admin o seleced column column wih wih high high securiy sengs. sengs. Wha is conexual securiy in service now? A. Proecs a record based on is conen conenss and able loc locat aton on,, daa is aced upon upon based on he positon o he inormaton in he able hierarchy. Defnes access conrol rules o any level. B. The conexual conexual securiy securiy manager provides provides incre incredib dible le exib exibili iliy y and power o perec inormaton by conrolling read/wrie auhorizaton.
C. I doesn’ appl apply y he securiy securiy rules rules o any level in in he obje objec c hierarch hierarchy. y. D. In plaorm securiy Sengs, Sengs, High High auomat auomatcally cally act actvit vites es he conexual securiy plugin i i is already actve. IIIII. Aer he High Securiy Plugin Plugin is actvaed, a securiy_admin priv privilege ilege is crea creaed. ed. Wha Wh a is an elevae privilege? A. When a user accoun has priv privile ilege gess greaer han is n norm ormal al user privil privilege eges, s, which are emporarily auhorizes by sysem sys em admin. B. The elevaed privileg privileges es appl applicat icaton on launcher launcher is designed o assis a airly airly narrow specrum o he applicaton compatbiliy issues.
C. An elevaed permissio permission n is a role role ha has special permissions permissions or he durin during g o he log in session. D. Elevaed Privileges(E Privileges(EP) P) allo allow w you you o perorm confgurat confguraton on changes or oher advanced unctons on your compuer ha ordinary users are no auhorized o perorm. JJJJJ. Wha he CMDB applicaton does rom he ollowing in Service now? A. Helps Helps loca locae e ailed ailed changes. B. Facilia Faciliae e quick quick impac impac analysis. C. Increase Increase cos savin saving g o business. D. All KKKKK. Wha are he wo major record ypes in he CMDB? A. CMDB? A. Core confguraton, CI Relatonship. B. BSM Map, Map, CI Conf Confgu gura rat ton on.. C. Co Conf nfgur gurat aton on Iem, Relat Relaton on Type. Type. D. CI Relato Relatonship nship builder builder,, F Fla la Layou. Layou.
LLLLL. Wha is Business service map (BSM)?
A. Business Service Service modeli modeling ng solut solutons ons a allow llowss you o map applicat applicaton on and inrasrucure perormance inrasrucure per ormance and availabi availabiliy liy proble problems ms o real r eal defned business busine ss service and end-user impac impac. . B. A business business service map graphical graphically ly displaces displaces he conf confgura gurato ton n iems iems ha compose a business service and indicaes he saus o hose confguraton iems. C. A business business service service managemen (BSM) map graphi graphicall cally y displa displays ys he service caalog caalog (SC) which shows he saus will will be rereshed. reresh ed. D. Business Business Service Service Managemen is an enabling enabling echn echnolog ology y a he inersecton inersecton o business and IT alignmen. The days o IT organizans operatons wih only an undersand undersanding ing o ha IT. ses? 1. Wha provides a guide or moving daa rom impor ses? Transorm map
2. How do you change he sor sequence o felds or ask? ask? Modiy he order feld
where? 3. Tables and Fields can be viewed and manipulaed where? Form Tables Tables and Columns Colu mns
4. Wha is he sequencing o publishing a Knowledge Artcle? Artcle?
Dra
Review Publish 5. Wha are he 3 basic componens o Workow? Workow? Approvals
Notfcaton s Task 6. How do you modiy or creae workow? workow? Utlize he Graphical Workow Edior
colours? 7. Where do you go in ServiceNow o change he banner and colours? Sysem Propertes, hen CSS Propertes
8. To access he conrol lis you have o have which access?
Securiy_Admin
9. Where do you go o delee ables?
Tables and Columns Choose "delee" and ype he word "delee"
row? 10. Wha is a row? A record is a row
11. Wha is a column? column? A feld is a column
12. Wha do inciden, problem and change have in common? common? They save o he ask able
13. I importng daa, how do you keep rom importng duplicaes? duplicaes? Utlize he Coalesce feld o sae which feld is he unique key
14. Wha conrols wha daa users can access? access? ACL-Access Conrol Lis
15. Where do you go o add/modiy a service caalog iem? iem? Service Caalog>Mainain Iem
16. Wha is sored in a able? able? Daa
groups? 17. How are users relaed o roles or groups?
One o many relatonships
18. Wha are updae ses?
Groups o cusomizatons ha can be moved rom one insance o anoher
19. Wha is a CI?
A CI is angible and inangible
20. Wha is BSM?
Business Service Managemen BSM map graphically displays he confguraton iems, CI, ha suppor a business service
21. Wha is a ool ha will auo populae he CMDB abou your windows compuer?
Help he Helpdesk
22. Wha is a record producer?
A specifc ype o caalog iem ha allows end users o creae ask based records such as inciden rom he service caalog
23. Does ESS have a role? role? ESS does no have a role
24. When you open a service caalog and click he Order buon wha ges creaed?
REQ>RITM>TASK
25. Wha is a selec box, single line ex, reerence, check box, multple choice? choice? Variable
26. Wha is a variable se?
Uni o variables ha can be shared beween caalog iems
27. Wha are he six workow actvites?
Approvals, conditons, notfcatons, ask, tmers, utlites
happens? Notfcaton 28. I a reques is rejeced wha happens? Notfcaton is sen and ses he saus o cancelled
29. Service caalog workow can be aached in 3 ways: 1. Manually on he caalog iem orm 2. Auomatcally based on conditons 3. Auomatcally i no oher workows aached
liecycle? 30. SLAs include actons ha can be riggered when during he liecycle? Anytme
Conracs? Type 31. Wha is he dierence beween SLA, OLA, and Underpinning Conracs? Type Field
32. Which workow is designed o be used over and over again? again? Deaul SLA Workow
33. Reroactve sar when actvaed does wha? wha? Ses sar o equal when he tcke was creaed
34. Wha are he seps in a SLA? SLA? Sar sop pause
35. Wha wo hings are run on he clien side and wha wo hings are run on he server side?
UI Policy/Clien Scrip is Clien Side and Business Rule/Daa Policy is Server Side
only? UI 36. How is a feld made o be read only? UI Policy
37. Wha conrols enable admins o se mandaory and read only saes or felds and can be used o enorce daa consisence across applicatons?
Daa policy
38. Wha is a business rule?
A piece o JavaScrip confgured o run when a record record is displayed, insered, updaed, deleed or when a able is queried. I can be se o run beore or aer he daabase acton has occurred.
39. How do you limi fle aachmens? aachmens? ACL-Access Conrol Lis
40. Wha is a securiy rule a he row and column level ha is i s execued when aemptng o access a ServiceNow able?
ACL-Access Conrol Lis
41. Wha has conditons, scrips and roles and can limi securiy? securiy? ACL-Access Conrol Lis
42. Wha is he duraton o he elevaed role? role? Curren Session
ou? 43. When is a notfcaton sen ou? When an even has been fred
44. Wha hree hings can send a notfcaton? 1. Scrip 2. Business Rule 3. Workow
45. Can a user open an Inciden by email, i so wha is utlized? utlized? Inbound Email Acton
actviy? 46. Where can you view inormaton abou sysem actviy?
Sysem logs
47. I he sysem is going o be upgraded, wha will be exemp rom he upgrade?
Any record ha has been alered rom he base sae by he cusomer
48. Wha module racks all upgrades made o he sysem? sysem? Sysem Diagnostcs>Upgrade Hisory
49. Wha does SaaS sand or? or? Soware as a service like? 50. Where does he home icon ake you and wha does he icon look like? Takes you o he Homepage and he icon looks like a lile home
slow? 51. Wha can you do i he Homepage is slow? Remove Remo ve some gauges or change he reresh rae
52. My manager is going o o be ou o own and needs o have he supervisor approve while he/she is ou o own, wha would he/she utlize in ServiceNow?
Delegae-Delegaton is he abiliy o designae oher users o receive and inerac wih approvals and ask assigned o you
53. Wha is a Transorm Map in ServiceNow?
A map o deermine relatonships beween felds displaying an Impor Se o felds in an existng able
users? 54. Wha applicaton is available o all users? Sel-Service
55. Where do you change he Smar Filer Conditon Builder? Builder? Click arrow nex o breadcrumb in lis
56. How do you display he slush bucke? Click
Lis Mechanic gear above check boxes
orm? A 57. Wha do you call a saved version o a personalized orm? A view
58. How do you apply a saved fler?
Click on he able name a he op o a lis and selec fler
59. Wha displays felds rom one record and can be used o edi he record daa? A daa? A Form
60. Wha are he feld saus indicaors?
Ligh red - required bu has a saved value. Green - Modifed feld conen - need o save. Red - Required and needs value.
Orange - Read-only 61. Wha does a red-dashed line indicae? indicae? Invalid daa or misyped word
62. Wha do you click o save changes on a new orm and reurn o he previous viewed page?
Submi
63. Wha do you click o save changes on an existng record and reurn o previous orm?
Updae
orm? 64. Wha do you click on o save changes wihou leaving he orm? Righ click orm header and click save
65. Wha do you do o save a new record o he db insead o updatng he curren iem?
Inser or Inser and say
66. Wha is a rule ha applies o a orm orm o dynamically change orm inormaton on he orm isel?
UI Policy
feld? 67. Wha enables admins o se mandaory and read-only sae or feld? Daa Policy (no used much)
68. Wha do you use o pu buons, links and conex menu iems on orms and liss?
UI Actons
permissions, sends notfcatons and riggers oher 69. Wha is a conrol ha applies permissions, processes when a record record is displayed, insered, updaed or deleed or when a able is queried?
A Business Rule
70. Clien scrip apply only when? when? When accessed hrough he orm
71. Business Rules apply when? when? Globally
72. When SHOULDN'T you use clien scrips?
When you can use UI policies or Access Conrol Rules
73. Clien scrips can be execued in our our ways. Wha are hey? 1. 2. 3. 4.
onCellEdi onChange onLoad onSubmi
74. Can plug-ins be removed? removed? No, bu hey can be disabled
75. Name hree ineraces or viewing and manipulatng ables? 1. Record lis view 2. Schema map 3. Tables and Columns module
76. Wha sores srucure and relatonship defnitons? defnitons? Daa Dictonary
inormaton? 77. Wha hree ables provide Daa Dictonary and relatonship inormaton? 1. Sys_dictonary 2. sys_documenaton 3. sys_db-objec
78. How do you esablish he sequence or displaying liss?? liss?? Order feld - Bes practce 3 digi numbers
79. Wha does CI sand or? or? Confguraton Confgurato n Iem
80. Wha is a series o ables ha conains all he he asses and business services conrolled by a company?
CMDB
81. Wha do you call a angible device or inangible dedicaed soware in he CMDB?
A Confguraton Iem (CI)
able? 82. Wha is he core CI able? cmdb_ci
83. Wha is he CI relatonship able? able? Cmdb_rel_ci
84. Lis CI examples?
Compuers/Devices on he nework soware, conracs and licenses, Business services
SN? 85. Wha are he wo base ables o SN? Task and CI
86. Wha is a BSM map?
Business Service Map graphically displays he CIs ha compose a biz service and indicaes saus
87. Wha is an elevaed privilege?
A role ha has special permissions or he duraton o he log in session 88. When is he securiy_admin privilege creaed? creaed? Aer he High Securiy plugin is actvaed
89. Where are group or user roles creaed?
Group or user roles are creaed a User Adminisraton 90. Where is he user record sored? In sored? In he User [sys_user] able
91. Wha is a collecton o permission o gran access and assign securiy? securiy? A A role
92. Wha does a role inheri?
All he permissions o any oher roles i includes
93. Wha are hree bes practce rules or users/groups/roles? 1. Assign users o groups, map roles o o groups. 2. Don' map roles o users. 3. Apply general roles o large groups and specifc roles o smaller groups.
94. Wha are he 3 levels o Access? 1. Sysem (username/pw) 2. Applicatons and Modules (Roles)
3. Tables and Fields (Sysem Propertes/Access Conrol)
95. Where are row and column securiy se? se? Access Conrol C onrol in Tables Tables and Fields
96. Where is Table securiy se? se? Sysem Propery in Tables and Fields
97. Wha are he hree ways Access Conrol Rules are defned? 1. Conditonal Expressions 2. Scrips 3. Roles
98. Wha is he lis o all Access Conrols or a able?
ACL
99. Wha is an Access Conrol?
A securiy rule defned and se a he row and column level
100. Wha is he Access Conrol evaluaton?
Specifc o general i all conditons are rue (Conditons, Scrips and Roles)
101. In a SLA Defniton, which conditons will rigger an SLA? SLA? Sar conditon, Sop conditon and Pause conditons
102. Name 4 ways he Knowledge Base can be populaed? 1. 2. 3. 4.
Manually From he Service Caalog wih a Record Producer Auomatcally rom evens From existng Incidens Inciden s or Tasks
103. Wha is he Knowledge base hierarchy? hierarchy? Topics, Caegories, Artcles
104. How do you proec KB artcles? artcles? Roles
in? 105. How do you allow users o access KB wihou logging in? Make i public and proec wih role
106. Wha do you call an indicaton o he SN processes ha somehing noable has occurred?
Even
107. Wha wo processes can cause evens? 1. User actons 2. Scrips (Business Rules/Worko Rules/Workows) ws)
108. Wha conains a record o every generaed even? even? Even queue
109. Wha do evens rigger? rigger? Notfcatons
110. Wha does a Notfcaton conain?
A mix o satc and dynamically deermined conen
insance? 111. Why would you clone an insance? To copy prod over a sub-prod insance
112. Wha are he hree release ypes? 1. Fuure 2. Pach 3. Hoix
113. Are user cusomizaton records upgraded? upgraded?
No
114. Wha are bes practces response tmes?
Toall Response Time - nework browser and server 3 seconds, Server Response Toa tme below 800 ms
repors? A 115. Wha is a dashboard o requenly used conen wih repors? A homepage
116. Wha do you call a mapped graphic image on a homepage ha are packed repors?
A gauge
117. Wha is used o measure and evaluae he eectveness o IT service managemen process?
Merics
118. Wha is a measuremen o he se amoun o tme or a ask o reach a cerain conditon?
SLA
me? 119. Wha do you call i when SLA is no me? Breached
120. Wha are he hree major componens ha power SLA? 1. SLA Defniton/Task SLA, 2. SLA Workow, 3. SLA Auomaton (Business Rule and scheduled job)
121. Wha are he hree ypes o SLA? 1. SLA 2. Operatonal Level Agreemen (OLA) how deparmens work ogeher 3. Underpinni Underpinning ng Conrac (UC) ouside suppliers
122. Wha hree conditons defne an SLA? SLA?
Sar, Sop, Pause
Updaes? 123. Wha is anoher name or Cusomer Updaes? Cusomizatons
124. Multple Choice, Single Line Tex and Selec Box are wha ype o elemens in ServiceNow?
Variable Types.
125. Wha is a robus ordering sysem or services, hardware and soware and he cenral reposiory o goods and services ha an IT service desk provides or users?
Service Caalog
126. Name he fve major componens o Service Caalog?
1. Record Producers 2. Iems 3. Variables 4. Order Guides 5. Workows
127. Wha are our iems ha orders rom Service Caalog generae? 1. 2. 3. 4.
128.
REQ RITM Caalog Task Task Assignmen Group
Wha are hree Service Caalog bes practces?
1. Defne an order guide 2. Group iems in order guide 3. Use questons o presen iem optons
129. The Workow Transiton deermines which actviy is perormed based on an evaluaton o which workow elemen?
Workow Conditon
130. Which ServiceNow applicaton auomaes simple or complex mult-sysem asks on remoe servers ha are normally done manually?
Orchesraton
131. By deaul in ServiceNow, S erviceNow, wha cusomizatons are added o Updae Ses? Ses? Changes made o a orm
132. Wha do you use o impor daa rom various daa sources and map daa ino SN ables?
Impor Se
133. Wha deermines he relatonship beween he Impor Se Table and an existng ServiceNow able?
Transorm map
134. Wha are he hree seps or using Impor Ses and Transorm Maps?
1. Load Daa 2. Creae Transorm Transorm MAP 3. Run ransorm
135. Wha does coalescing do beore a ransorm? ransorm? Makes a feld he unique key
se? 136. Wha able is used o rack changes in an updae se? Cusomer Updae [sys_updae_xml] able
137. Wha our elemens canno be cusomized wih updae ses? 1. 2. 3. 4.
New Records New users and groups Modifed daa Schedules
138. Can homepages be added o updae ses? ses? No, hey can only be changed manually.
139. Should you include ew or many changes in one Updae Se? Se?
Many
merged? 140. Can wo updae ses be merged? Ye Yes s
141. Wha is he our par sequence on he producton insance o run an Updae Se? 1. 2. 3. 4.
Rerieve Preview Commi Apply
142. Wha is a orm?
A orm displays a single record rom a able.
143. Where does one go o wrie he prod insance o he dev environmen? environmen? Sysem Clone> Adminisraton> Clone Targes
144. Wha is a lis?
A srucure ha displays inormaton rom a able
145. Wha are he our lis inerace elemens? a) Tile bar b) Breadcrumbs c) Column headings d) felds
146. Wha is a feld?
A feld is a cell in a able. Each feld holds an individual piece o daa.
sorable? 147. Wha feld ype in a lis is no sorable? Time felds
148. Wha is a Power edge oolbar?
I's he grey oolbar on he le side o he screen. i. ii. iii.
I allows you o show or hide he applicaton navigaor or banner rame Spli he screens - Resize screen Creae and manage bookmarks.
149. Wha our eaures o ITIL are utlized by he ServiceNow plaorm? 1. Sraegy 2. Design 3. Transiton 4. Operatons
150. True or alse - An applicaton is a group o modules?
True True - Applicatons are a grouping o modules or an organizatonal elemen in service now.
151. True or alse - The applicaton navigaor provides links o all applicatons and modules hey comprise.
True
152. True or alse - Type fler ex is a valuable way o searching applicatons in ServiceNow
True True - Applicatons are a grouping o modules or an organizatonal elemen in service now.
153. In wha way does he Swich perspectve eaure in applicaton navigaor assis you in organizing applicatons in ServiceNow?
I allows you o view applicatons rom he perspectve o individual roles such as ITIL, Asse Managemen, or Admin ec.
154. Wha is he main area in all ServiceNow web pages? pages? Conen pane
breadcrumb? ? 155. Wha is a breadcrumb
A horizonal display o fler conditons showing he hierarchy o he co conditons nditons used o display he orm or lis resuls.
156. Where is he impersonat impersonaton on eaure locaed?
I's a picure o a key in he banner rame nex o welcome message
157. Wha are he 3 ways o bring users ino he ServiceNow sysem? a. Through Single Sign on and LDAP b. Using an impor se (importng users) c.
Manually ener users, manually creatng users
158. Wha are our benefs o using groups? a. b. c. d.
Permissions and Access - Simplifed abiliy o assign permissions Identfes a subse o users or o r role and skill assignmen Provide a reerence or alers and notfcatons Email notfcatons
159. Wha are our aspecs o a role? a. A role is an organizatonal elemen. Roles are graned access o applicatons. b. Roles are collectons o permissions c. A role is a record in he Role able; d. A role is a persona ha is assigned o a group or single user. user. An example is he admin role.
160. Wha are he hree OOTB ServiceNow roles? a. Sysem Adminisraor b. ITIL (or process) roles ulfl ITIL actvites c. ESS - users and end users.
161. Wha is Access Conrol?
Access conrol is a securiy role defned and se a he row level (access o he record) and a he column level (access o he feld), and is execued when aemptng o access any ServiceNow able.
162. Wha are ACLS in ServiceNow? How defned? Conrol wha? Specifes wha? a. ACLs are a lis o all access conrols or a able. b. Access conrols are defned by roles, conditonal expressions and scrips.
b. ACL rules are used o conrol wha daa users can access and how hey
can access i. c.
Each ACL rule specifes he objec being secured and he permission required o access he objec d. ACLS are defned by he securiy admin e. ACLS are defned in Sysem Securiy | Access Conrol
163. Provide an example o when you use Access Conrol Record in ServiceNow and fve seps o accomplish i.
You would creae an access conrol rule o make he updaed by feld on he You inciden orm ediable or admins bu read only or ITIL users i. ii. iii. iv. v.
Login as admin Righ click on "updaed by" feld Click Personalize Securiy In he Securiy Mechanic, change he value o Wrie Move admin o seleced column.
164. Where is he high securiy plugin accessed in ServiceNow? Wha does i creae? How is i assigned? Wha does i inheri? How long does i las? a. Accessed rom Sysem Securiy > High Securiy Sengs: b. High securiy creaes a securiy_admin elevaed privilege role c. The elevaed privilege role is manually assigned and no inheried rom any role d. Elevaed privilege only exiss during curren session
165. Conexual securiy in ServiceNow proecs wha? How is daa aced upon? Wha wo hings happens beore conex securiy is actvaed? a. Proecs a record based on is conens and able locaton b. Daa is aced upon based on he positon o he inormaton in he able hierarchy c.
Defnes access conrol rules o privilege any level l evel Aer he High Securiy Plugin is actvaed, a securiy_admin is creaed.
166. Wha is an elevaed privilege?
A role ha has special permissions or he duraton o he log in session.
167. The CMDB applicaton in ServiceNow does wha our hings? a. Helps locae ailed changes b. Faciliaes quick impac analysis c. Increase cos saving o he business
d. Conains asses and heir relatonships relatonships
168. Wha are he wo major record ypes in he CMDB? a. Core Confguraton b. CI relatonship
169. Wha is a business service map (BSM)?
A map ha graphically displays he confguraton iems ha compose a business service and indicaes he saus o hose confguraton iems.
170. Multple Choice, Single Line Tex, and Selec Box are wha ype o elemens in ServiceNow?
Variable ype
171. Where are Merics viewed?
In SN by going o Merics | Defnitons
172. Wha are wo ypes o merics? a. Fiel Field d value duraton - measures a tme inerval rom when a value in a feld is achieved untl i is changed. b. Scrip calculaton- creaes a meric insance using scrip.
The scrip does calculatons and insers daa ino he meric able [meric_insance]
173. Wha does Cusom Chartng plugin allow you o do?
Allows you o creae chars when you have a requiremen ha canno be satsfed wih he Repor Repor applicaton
174. Wha our hings does a ServiceNow homepage provide? a. b. c. d.
A dashboard o requenly used conen which usually includes repors A personal space ha is confgured o be he frs page seen aer login Access o multple personal homepages Access o oher global homepages he user has he righs o view
175. Wha is a gauge and who can creae hem?
a. Is a graphical, rereshable widge viewable as a homepage secton b. I Gauges are creaed by admins or users wih righs
176. Wha is a Service Level agreemen?
A record in he SLA [conrac_sla] able which defnes a se amoun o tme or a ask o reach a cerain conditon, he ables o access and wha ype o SLA is being evaluaed.
177. In SLA defniton, wha are he hree conditons ha will rigger an SLA? Sar SLA? Sar Conditon, Sop Conditon and Pause conditon
178. Wha are he 4 aspecs o Service Level Agreemen? a. SLA Defniton - The record record defning he conditons o rigger he SLA b. Ta Task sk SLA - Individual insances o he SLA associaed wih partcular asks c. SLA auomaton - The business rule and scheduled job ha auomaes he SLA d. SLA Workow Workow - The workow driving evens or actons based on he SLA
179. Wha are he hree ypes o SLAs in ServiceNow? a. SLA agreemen b. Operatonal level agreemen (OLA) - Defnes how deparmens work ogeher o mee he service level required c. Underpinnin Underpinning g conrac (UC) - Manages, moniors, and defnes agreemens
wih ouside suppliers. I's a ool or supplier managemen.
180. Wha are hree unctons o a ServiceNow knowledge base? a. A reposiory used or he sorage and publicaton o imporan inormaton ha requires disributon wihin an organizaton b. Somehing ha sores shared confguraton documenat documenaton, on, policy
documens, compliance documens c.
Securiy policy and procedure documens
181. Wha are fve ways o populatng he knowledge base? a. Manually - by creatng news artcles b. Auomatcally, rom evens or rom an inciden or ask - Yo You u can develop a business rule ha generaes a news iem c. Importng existng artcles d. From he Service Caalog using a record producer e. From an existng problem record - The problem applicaton plugin has a workarounds workaround s eaure
182. Wha is he wo ter hierarchy o he knowledge base? a. Topic is he highes level b. Caegory is he second level Example 1. Topic = Email 2. Caegories = Calendar permissions, Oulook sengs, Increase size o mailbox.
183. Wha is he Service Caalog in ServiceNow?
I is he cenral reposiory o goods and services ha an i service desk provides or users i. ii.
I’s an ordering sysem or goods and services Help and raining poral
184. Wha is a Record producer producer and how does i relae o he Service Caalog?
I provides a user-riendly alernatve o he regular orm inerace. I populae record recor d daa using variables and scrips
a. a.They They ask users a series o questons o assis users in he reques process b. This assiss hem in providing correc and relevan inormaton on c.
orms
They provide a single poin o enry o creae an inciden or reques.
185. Wha is an order guide and wha does i do? a. I is a guide ha provides he abiliy o order multple, relaed iems as one reques b. I promps user inormaton and uses he rule base o generae optons -
Depending on wha felds are chosen on he orm, he sysem displays relevan caalog iems.
186. True or alse - an order generaes a reques?
True, a reques is generaed o keep rack o he specifc order.
187. Wha are he 3 ypes o numbers rom orders? a. Reques Number (REQ) - The reques is generaed and given a REQ number b. Reques Iem (RITM) - Each iem in he order is assigned a Requesed
Iem number c.
Caalog Task number - For each requesed iem, a se o caalog asks are creaed. Each ask is assigned a caalog ask number d. When a user orders an iem rom he caalog, a reques is generaed.
188. Wha our hings Service Caalog Variables provide? a. b. c. d.
Optons o ailor a caalog iem o he cusomers' needs Defnitons o available iem optons using questons choice choices s Variables o defne questons or users Queston selectons ha defne he available opton
189. True or False - The order feld esablishes he sequence or displaying he variables?
True, variables wih a lower hree digi ineger, appears frs in he lis
190. True or False - A variable Se is a modular uni o variables ha can be shared beween caalog iems?
True - you can defne he variable se once and hen use i in multple places
191. Wha role allows users o defne caalog iems?
Caalog_admin role
192. Wha are our aces o an updae se? a. A group o cusomizatons ha can be moved rom one insance o anoher. b. Allows adminisraors o group a series o changes ino a named se and
hen move his se as a uni o he oher insance. c. Updae ses are "poin in tme" xml snapshos o records. d. An updae se wries changes rom racked ables o he cusomer updae able sys_updae_xml sys_updae_xml
193. Tr True ue or alse, an updae se is a "poin in tme" XML snapsho o he record?
True True - An updae se works by writng changes rom racked ables o he cusomer updaes able [sys_updae_xml)
194. Which six elemens allow cusomizatons cusomizatons? ? a. b. c. d. e. .
A able A orm A feld A business rule A clien scrip A view
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