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What application is available to all users? Self-Service
What is a form? A form displays a single record from a table.
Which of the following are form feature field status indicators? a. Light red - Required field that has a saved value b. reen- modified field content c. Red - Required field that requires a value d. !range - Read only data that is not editable
What is a list? A list is a structure that displays information from a table
What are the list interface elements? a. "itle bar b. #readcrumbs c. $olumn headings d. fields
What is a field? A field is a cell in a table. %ach field holds an individual piece of data.
What field type in a list is not sortable? "imefields
What is a &ower edge toolbar? 't(s the gray toolbar on the left side of the screen for the new ui. i. 't allows you to show or hide the application navigator or banner fram ii. Split the screens - Resi)e screen iii. $reate and manage boo*mar*s. Sign up to vote on this title
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What features of '"'L are utili)ed by the Service+ow platform?
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of a. b. c. d. e. f. g. h. i. 3.
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every Servicenow webpage? Welcome message 'mpersonation *ey Logout 5omepage &rint 5elp 6ebug lobal te4t search 5eader %4pand 7 collaps All of the above1answer2
An application is a group of modules? "rue - Applications are a grouping of modules or an organi)ational element i service now.
"rue or false - "he application navigator provides lin*s to all applications modules they comprise. "rue
"rue or false - "ype filter te4t is a valuable way of searching applications Servicenow "rue
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'n what way does the Switch perspective feature in application navigator ass Unlock full access with a free trial. in organi)ing applications in Servicenow? 't allows you to view applictions from the perspective of individual roles s '"'L, Asset anagement, or Admin ect.
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What is the main area in all Servicenow web pages? $ontent pane
What is a breadcrumb? Sign up to vote on this title A hori)ontal display of filter conditions showing the hierarchy of the condi Useful Not useful used to display the form or list results.
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What is a role? a. A role is an orgina)ational element. Roles are granted access to applicat b. Roles are collections of permissions c. A role is a record in the Role table9 a role is a persona that is assigne group or single user. An e4ample is the admin role.
What are the !!"# Servicenow roles? a. System Administrator b. '"'L 1or process2 roles ful fill itil activities c. %SS - users and end users.$reate an
What is Access $ontrol? a. Access control is a security role defined and set at the Row-leve 1access record2 and at the column level 1access to the field2, and is e4ectured when attempeing to access any Servicenow table
What is an Access $ontrol Rule in Service+ow a. A$Ls are a list of all access controls for a table. Access controls are d by roles, conditional e4pressions and scripts. b. A$L rules are used to control what data users can access and how they can it. c. %ach A$L rule specifies the ob3ect being secured and the permission requi access the ob3ect You'readmin Reading a Preview d. A$LS are defined by the security e. A$LS are defined in System Security : Access $ontrol Unlock full access with a free trial.
&lease provide an e4ample of when you use Access $ontrol Record in Service+o Download Withto Free Trialthe updated by field on t a. ;ou would create an access control rule ma*e incident form editable for admins but read only for '"'l users i. Login as admin ii. Right clic* on
Useful Not useful What is the the high security plugin in Service+ow? a. accessed from System Security = 5igh Security Settings>
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the log in session.
"he $6# application in Service now does all of the following. a. 5elps locate failed changes b. @acilitae quic* impact analysis c. 'ncrease cost saving to the business d. $ontains assests and there relationships What are the two ma3or record types in the ucmdb? a. $ore $onfiguration b. $' relationship What is a business service map 1bsm2? a. business service map graphically displays the configuration items that co business service and indicates the status of those configuration items. b. A good e4ample of a business service map is e4change and all the upstre down stream $'S that ma*e up the e4change service. ultiple $hoice, Single Line "e4t, and Select #o4 are what type of elements Servicenow? Bariable types What is a metric? a. A metric is used to measure and evaluate the effictiveness of '" Service anagemnt process b. easures data over time to show past history c. An e4ample of a metric is that it could measure the effectiveness of the incident resolution process by calculating how long it ta*es to resolve an incident. d. etrics are viewed in S+ by going to etrics : 6efinitions What are the types of metrics? You're Reading a Preview a. @ield value duration - measures a time interval from when a value in a fi achieved until it is changed. Unlock full access with a free trial. b. Script calculation- creates a metric instance using script. "he script do calculations and inserts data into the metric table CmetricinstanceD Download Withto Free Trial What does $ustom $harting plugin allow you do? $ustom $harting allows you to create charts when you have a requirement that not be satisfied with the Report application What does a Servicenow homepage provide? a. A dashboard of frequently used content which usually includes reports b. A personal space that is configured to be the first page seen after login c. Access to multiple personal homepages Sign up to vote on this title d. Access to other global homepages the user has the rights to view Useful Not useful What is a guage? a. 's a graphical, refreshable widget viewable as a homepage section b. auges are created by admins or users with augea*er role
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What are the E aspects of Service Level Agreement? a. SLA 6efinition i. "he record defining the conditions to trigger the sla b. "as* SLA i. 'ndividual instances of the SLA associated with particular tas*s c. SLA automation i. "he business rule and scheduled 3ob that automates the SLA d. SLA Wor*flow i. "he wor*flow driving events or actions based on the SLA What are the types of SLAS in Servicenow? a. SLA agreement b. !perational level agreement 1ola2 i. 6efines how departments wor* together to meet the service level required c. 8nderpinning contract 18$2 i. anages, monitors, and defines agreements with outside supplieers F. 't(s a tool for supplier management. What is a Servicenow *nowledge base? a. A repository used for the storage and publication of important informatio requires distribution within an organi)ation b. Something that stores shared configuration documentation, policy document compliance documents c. Security policy and procedure doucments 5ow is the *nowledge base populated? a. anually - by creating news articles b. Automatically, from events or from an incident or tas* i. ;ou can develop a business rule that generates a news item c. 'mporting e4isting articles You're Readingproducer a Preview d. @rom the Service $atalog using a record e. @rom an e4isting problem record, Unlock full access with a free trial. feature i. "he problem application plugin has a wor*arounds What is the hierarchy of the *nowledge base? a. "opic is the highest level b. $ategory is the second level Download With Free Trial i. %4ample F. "opic G %mail . $ategories G a. $alender permissions b. !utloo* settings c. 'ncrease si)e of mailbo4. Sign up to vote on this title What is the Service $atalog in Servicenow? Usefulandservices Not useful that an i a. Service catalog is the central repository of goods service des* provides for users i. 'ts an ordering system for goods and services
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"rue, and request is generated to *eep trac* of the specific order What are the 0 types of numbers from orders? a. Request +umber 1R%I2 - "he request is generated and given a R%I number b. Request 'tem 1R'"2 - %ach item in the order is assigned a Requested 'tem c. $atalog "as* number - @or each requested item, a set of catalog tas*s are created. %ach tas* is assigned a catalog tas* number What do Service $atalog Bariables provide? 1Bariables are li*e questions in Request2. a. !ptions to tailor a catalog item to the customers( needs b. 6efinitions of available item options using questions choices c. Bariables define questions for users d. Iuestion selections then define the available option "rue or @alse - "he order field establishes the sequence for displaying the variables? "rue, variables with an lower three digit integer , appears first in the lis "rue or @alse - A variable Set is a modular unit of variables that can be sh between catalog items? "rue - you can define the variable set once and then use it in multiple plac What role allows users to define catalog items? $atalogadmin role What is an update set? a. A group of customi)ations that can be moved from one instance to another. b. Allows administrators to group a series of changes into a named set and t move this set as a unit to the other instance. c. 8pdate sets are
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administrators are aware of developments c. 'nclude many changes in one set d. roup li*e items in a small manageable set e. 8se preview before moving update sets "rue or false - 6o not delete update sets? "rue - 6eleting update sets is not recommended for three reasons i. 't does not undo the updates ii. 't removes any record of who applied customi)ation(s to any instance iii. +e4t upgrade, customi)ations will be over written,
What is an import set? a. 6A"A Load b. An import set is a tool used to import data from various data sources and map that data into servicenow tables. F2 "his is an admin function 2 6ata that already matches or e4ists is s*ipped. What is the purpose of the import set table? 't acts as a staging area for records imported What are the possible import sources? @iles F. $SB . %$%L 0. L ii. +etwor* F. 5""& . @"& 0. M6#$
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What do transformation maps do?
a. Jinda li*e %4tract, "ransform, load e4cept its 'mport transform load. b. ap source data to destination table c. Allow you to transform import data into Servicenow format you desire. Sign up to vote on this title d. Any table in servicenow table is a potential destination for transformati Useful Not useful an import set e. Any field within a table can serve as a potential destination for transfo from a field within an import set.
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iv. Run a client script that displays an alert message What is 8' actions?
8' Actions are an easy way to put buttons, lin*s, and conte4t menu items on and lists, ma*ing the 8' more interactive, customi)able, and specific to use activities. "hese buttons, lin*s, and conte4t menu items can be scripted, ma them more powerful. i. 8' Actions include> F. @orm buttons . @orm conte4t menu items 1right-clic* the header2 0. @orm lin*s 1Related Lin*s in a form2 E. List buttons N. List conte4t menu items 1right-clic* a record2 O. List choices 1at the bottom of a list2 P. List lin*s 1Related Lin*s at the bottom of a list2 ii. 8' actions are given access via permission What is a client script?
$lient scripts are created in the cleints scripts form and shipped to the cl 1the browser2, and they run there instead of on the server. ;ou can define MavaScript to run in the client browser. Several types of scripts are suppor i. onLoad12> Runs when a form is loaded ii. on$hange12> Runs when a particular widget changes value iii. onSubmit12> Runs when a form is submitted iv. on$ell%dit12> Runs when a cell on a list changes value
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What is a business rule? "hese are li*e filters in Remedy Unlock full access with a free trial.
A business rule is a piece of MavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried. A busines Download With Freeaction Trial has occurred. 'n the c can be set to run before or after the database a query, the business rule runs before the database operation, so that the d returned to the user is appropriate to his system privileges 1user roles2. A typical business rule might e4ecute a script after a user updates an inciden escalates the priority of a change request. 8se a business rules to create n events for email notification and script actions. Sign up to vote on this title Where they get initiated? Useful Not useful "hey are created in the business rules form What is a wor*flow?
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Waiting for approval @ulfillment 6elivery $ompleted 1Request $ancelled2
"he raphical Wor*flow %ditor is used to drive delivery of a service catalog what are the three basic components to generate and assign? a. Approvals b. +otifications c. "as*s Which of the following are wor*flow activities? a. Approvals b. +otifications c. "imers - &ause the wor*flow for a set period of time d. "as*s e. 8tilities f. All of the above 1f is the answer2 "rue or @alse - Wor*flows need to be chec*ed out before they can be edited? "rue "rue or @alse - "o ma*e a new or edited wor*flow available to all users, it to be published. "rue
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What are common, !!"# places where wor*flows are commonly seen in Servicenow Unlock full access with a free trial. a. Routine $hanges b. %mergency $hanges c. Service Level Agreements 1SLA2
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"rue or @alse - All Wor*flows have a beginning and end? "rue "rue or @alse - A wor*flow can have multiple layers of approval "rue
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What provides a guide for moving data from import sets? 5ow do you change the sort sequence of fields or tas*? "ables and @ields can be viewed and manipulated where? What is the sequencing of publishing a Jnowledge Article? What are the 0 basic components of Wor*flow? 5ow do you modify or create wor*flow? Where do you go in Service+ow to change the banner and colors? "o access the control list you have to have which access? What are the 0 basic components of wor*flow? --
Approvals +otifications "as
What is a row? A record is a row What is a column? A field is a column
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What do incident, problem and change have in common? Unlock full access with a free trial. "hey save to the tas* table 'f importing data, how do you *eep from importing duplicates? Download Freeis Trial 8tili)e the $oalace field to state whichWith field the unique *ey
What controls what data users can access ? A$L-Access $ontrol List A$LS is a rule that will match the ob3ect 1@ield or "able2 and which permiss are required to access the ob3ect Sign up to vote on this title Where do you go to add7modify a service catalog item? Useful Not useful Service $atalog=aintain 'tem What provides a guide for moving data from 'mport Sets?
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What is #S? #usiness Service anagement #S map graphically displays the configuration i $', that support a business service. What is a tool that will autopopulate the $6# about your windows computer? 5elp the 5elpdes*
What is a record producer? a specific type of catalog item that allows end users to create tas* based r such as incident from the service catalog does %SS have a role? %SS does not have a role
When you open a service catalog and clic* the !rder button what gets created R%I=R'"="ASJ
What is a select bo4, single line te4t, reference, chec* bo4, multiple choic variable What is a variable set? 8nit of variables that can be shared between catalog items
What are the wor*flow stages? Waiting for approval=fulfillment=delivery=completed
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What are the wor*flow activities? Unlock fulltas*, access with a free trial.utilities approvals,conditions, notifications, timers, 'f a request is re3ected what happens? Download Trial notification is sent and sets the statusWith to Free cancelled service catalog wor*flow can be attached in 0 ways> manually on the catalog item form automatically based on conditions automatically if no other wor*flows attached
Sign up to vote on this title SLAs include actions that can be triggered when during the lifecycle? Useful Not useful anytime What is the difference between SLA, !LA, and 8nderpinning $ontracts?
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can be used to enforce data consistence across applications? data policy
What is a business rule? a piece of MavaScript configured to run when a record is displayed, inserted updated, deleted or when a table is queried. 't can be set to run before or the database action has occurred. What are update sets? customi)ations that can be moved from F instance to another 5ow do you limit file attachments? Security=System Security
What is a security rule at the row and column level that is e4ecuted when attempting to access a Service+ow table? A$L-Access $ontrol List What has conditions,scripts and roles and can limit security? A$L-Access $ontrol List What is the 6uration of the elevated role? $urrent Session When is a notification sent out? When an event has been fired
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Unlock full access a free trial. What is the notification flow and how can with a notification be sent out? Script, #usiness Rule, Wor*flow can all send out notifications
Download $an a user open an 'ncident by email, ifWith so Free whatTrial is utili)ed? 'nbound %mail Action Where can you view information about system activity? system logs
'f the system is going to be upgraded,what will be e4empt from the upgrade? Sign up to vote on this title Any record that has been altered from the base state by the customer Useful Not useful What module trac*s all upgrades made to the system?
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while he7she is out of town, what would he7she utili)e in Service+ow? 6elegate-6elegation is the ability to designate other users to receive and i with approvals and tas* assigned to you
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