7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

Created by howard_rohman

What provides a guide for moving data transform map

from import sets?
How do you change the sort sequence of modify the order field
fields or task?

Tables and Fields can be viewed and Record List

manipulated where? Form
Tables and Columns

What is the sequencing of publishing a Draft

Knowledge Article? Review
Publish

What are the 3 basic components of Approvals

Workflow? Notifications
Task
How do you modify or create workflow? Utilize the Graphical Workflow Editor

Where do you go in ServiceNow to System Properties, then CSS Properties

change the banner and colors?

To access the control list you have to have Security_Admin

which access?

What are the 3 basic components of Approvals

workflow? Notifications
Task

Where do you go to delete tables? Tables and Columns

Choose "delete" and type the word
"delete"

What is a row? A record is a row

What is a column? A field is a column

What do incident, problem and change They save to the task table
have in common?

If importing data, how do you keep from Utilize the Coalace field to state which
importing duplicates? field is the unique key

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 1/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What controls what data users can access ACL-Access Control List
? ACLS is a rule that will match the object
(Field or Table) and which permissions
are required to access the object

Where do you go to add/modify a service Service Catalog>Maintain Item

catalog item?

What provides a guide for moving data Transform Map

from Import Sets?
What is stored in a table? data
How are users related to roles or groups? 1 to many relationships

What are update sets? groups of customizations that can be

moved from one instance to another
(Homepages are not added by default,
data does not get added to update sets,
scheduled jobs are not added to update
sets)
What is a CI? A CI is any tangible device, or intangible
dedicated software in the CMDB

What is BSM? Business Service Management BSM map

graphically displays the configuration
items, CI, that support a business service.

What is a tool that will autopopulate the Help the Helpdesk

CMDB about your windows computer?
What is a record producer? an interface used to create Service
Catalog records. Can be used anywhere
in ServiceNow

does ESS have a role? ESS does not have a role

When you open a service catalog and REQ>RITM>TASK

click the Order button what gets created?

What is a select box, single line text, variable

reference, check box, multiple choice?
What is a variable set? Unit of variables that can be shared
between catalog items

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 2/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What are the workflow stages? Waiting for

approval>fulfillment>delivery>completed
What are the workflow activities? approvals,conditions, notifications, task,
timers, utilities

If a request is rejected what happens? notification is sent and sets the status to
cancelled
service catalog workflow can be attached manually on the catalog item form
in 3 ways: automatically based on conditions
automatically if no other workflows
attached
SLAs include actions that can be triggered anytime
when during the lifecycle?

What is the difference between SLA, Type Field

OLA, and Underpinning Contracts?
which workflow is designed to be used default SLA Workflow
over and over again?
Retroactive start when activated does Sets start to equal when the ticket was
what? created

What are the steps in a SLA? start

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

How can you set a read only field? UI Policy

What controls enable admins to set data policy

mandatory and read only states for fields
and can be used to enforce data
consistency across applications?
What is a business rule? a piece of JavaScript configured to run
when a record is displayed, inserted,
updated, deleted or when a table is
queried. It can be set to run before or
after the database action has occurred.
What are update sets? customizations that can be moved from 1
instance to another
http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 3/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

How do you limit file attachments? System Properties > Security

What is a security rule at the row and ACL-Access Control List
column level that is executed when
attempting to access a ServiceNow table?

What has conditions, scripts and roles and ACL-Access Control List
can limit security?
What is the Duration of the elevated role? Current Session
When is a notification sent out? When an event has been fired

What is the notification flow and how can Script, Business Rule, Workflow can all
a notification be sent out? send out notifications
Can a user open an Incident by email, if so Inbound Email Action
what is utilized?
Where can you view information about system logs
system activity?

If the system is going to be upgraded,what Any record that has been altered from the
will be exempt from the upgrade? base state by the customer
What module tracks all upgrades made to System Diagnostics>Upgrade History
the system?

what does SaaS stand for? software as a service

Where does the home icon take you and takes you to the Homepage and the icon
what does the icon look like? looks like a little home
What can you do if the Homepage is Remove some gauges or change the
slow? refresh rate
My manager is going to be out of town Delegate-Delegation is the ability to
and needs to have the supervisor approve designate other users to receive and
while he/she is out of town, what would interact with approvals and task assigned
he/she utilize in ServiceNow? to you

What is the function of the application Provides links to all applications and
navigator? modules
What is the type filter text? Used to search through applications and
modules

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 4/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What does the power edge provide? - Show or hide the application navigator
or the banner frame
- Split the screen (content frame) vertically
or horizontally
-Create and manage bookmarks
What is the name of the search engine Zing
used by ServiceNow?

What is an information format that displays A list

content from a table?
What is a set of table fields? A record
What is the intersection of a row and A field
column in a table?

What is the unique 32-character GUID sys_id

used to identify records?
What are breadcrumbs? The links that appear as underlined text to
display content criteria
What search syntax returns items that *mysearchterm
contain the phrase?

What search syntax returns items that mysearchterm%

starts with the phrase?
What search syntax returns items that end %mysearchterm
with the phrase?
What search syntax returns items that !*mysearchterm
does not contain the phrase?

What search syntax returns items that =mysearchterm

equal the phrase?

What search syntax returns items that do !=mysearchterm

not equal the phrase?
What is a form? A form displays fields from one record.

What does the light red field status Required that has a saved value
indicator mean?
What does the green field status indicator Optional with a value.
mean?

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 5/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What does the red field status indicator Required field that requires a value
mean?
What does the orange field status indicator Read-only data that is not editable on this
mean? form

What does the red dashed line indicate? Invalid data or a mistyped word

Where does a UI Policy run? On the client side (browser)

What runs on the server side and enables Data policy
administrators to set mandatory and read-
only states for fields?

What can be used to put buttons, links, UI Action

and context menu items on forms and
lists?
When can a business rule run? When a record is inserted, updated,
deleted, or when a table is queried
Where are business rules stored? Business rule table

True/False - business rules are real-time? False - business rules are not real time
What is the difference between business Business rules apply consistently to
rules and client scripts? records regardless of how they are
accessed - client scripts only apply when
accessed through a form
What are the types of client scripts? -onLoad()
-onChange()
-onSubmit()
-onCellEdit()

What is a user? A record in the sys_user table

How are users brought in? Manually

LDAP
Single Sign On

What is a group? A record in the sys_user_group table

What is a role? A record stored in the sys_user_role table

What are the provided roles? System administrator
Specialized administrator
ITIL (or process)
Employee Self Service (ESS)
http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 6/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What is a delegate? Another user in the instance designated to

receive and interact with approvals and
tasks assigned or sent to you

What interfaces can tables be viewed and The record list view
manipulated with? The schema map
The tables module

What are the types of table relationships? Extensions

One-to-many
Many-to-many

What is a graphical representation of other A schema map

tables related to a specific table?

What does CI stand for? Configuration Item

What is a configuration item? Any tangible device, or intangible

dedicated software in the CMDB
What is BSM? Business service map - graphical
representation of services
What is a CMDB? A series of tables that contain all the assets
and business services (CIs) controlled by
your company as well as their
configurations.

Which table contains CIs? cmdb_ci

Which table contains CI relationships? cmdb_rel_ci

What methods are available to populate -Discovery

the CMDB? -Import sets
-Integrate with external CMDBs
-Web services
-Help the Help Desk
-Manual input

What are import sets used for? To import data from various data sources
that maps data into SN tables

What is a transform map? Used to determine the relationships

between fields in an import set table and a
service now table

What is a target table? Where the data will be placed from an

import set, post transformation
http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 7/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What are the steps to to import data using -Load data

an import set? -Create the transform map
-Run transform

What is used to make a field a unique key Coalesce

when importing data?

What is an update set? A group of customizations or

personalizations that can be packaged and
moved from one instance to another
What allows administrators to group a An update set
series of changes into a named set and
move them to another instance?
What is the knowledge base? A repository used for the storage and
publication of important information

How can the KB be populated? Manually

From the service catalog with a record
producer
Automatically from events
From existing incidents or other tasks

What is the structure of the KB? Topics

Category
Articles
What is the KB submission workflow? Draft
Review
Published
Retired

What is a service catalog? A robust ordering system for services,

hardware, and software and is a central
repository of goods and services that an
IT service desk provides for users

What are the major components of the Record producers

service catalog? Items
Variables
Order guides
Workflows

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 8/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What numbers are generated by service REQ

catalog orders? RITM
Catalog task

What is a virtual representation of Workflow

activities consisting of connected steps
planned out in a sequential matter?

What are the default service catalog Waiting for approval

workflow stages? Fulfillment
Delivery
Completed
(or request cancelled)
What are the workflow actions? Approvals
Conditions
Notifications
Tasks
Timers
Utilities

How are workflows made available to They are published

users?

What is an event? An indication to the SN process that

something notable has occurred

What contains a record of events? The event queue

What is a notification? Can be triggered by events in the platform

What are releases named after? "World class" cities

When are customers notified of an 30 days prior to the start of the rollout
upgrade? period
What are the different types of releases? Feature release
Patch release
Hot fix

What is an access control? A security rule defined and set at the row-
level and at the column-level and is
executed when attempting to access any
SN table

What is an ACL? A list of all the access controls for a table

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 9/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

How are access controls defined? Conditional expressions

Scripts
Roles
What are the performance baseline best Network, browser, and server - about 3
practices? seconds
Response time (server response time) -
below 800 milliseconds

What are the standard reports? Pie chart

Bar chart
List
Calendar
Pivot table
Box chart
Control chart
Histogram
Line chart
Pareto chart
Trend chart
Trendbox chart

What is a gauge? A mapped graphic image on a homepage

What is a metric? It's used to measure and evaluate the

effectiveness of IT service management
processes

What is a SLA? A record in the SLA [contract_sla] which

defines a set amount of time for a task to
reach a certain condition

What happens if a SLA task does not The SLA is breached

reach the condition?

What are the types of SLAs? SLA - service level agreement

OLA - operating level agreement
UC - underpinning contracts

What is a retroactive start? Sets the start time equal to when the
incident was created
What are the SLA conditions? Start
Stop
Pause

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 10/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

Where Pause condition in SLA can be A. It can be put on any desired field
used?

A. It can be put on any desired field

B. When putting Pending State
C. When putting Resolved State
D. When putting Cancelled State

What is the use of Coalesce in Transform B. Coalescing on a field (or set of fields)
Map? means the field will be used as a unique
key. If a match is found using the coalesce
A. Coalescing on a table (or set of fields) field, the existing record will be updated.
means the field will be used as a unique
key. If a match is not found using the
coalesce field, then new & all the existing
record will be updated.
B. Coalescing on a field (or set of fields)
means the field will be used as a unique
key. If a match is found using the coalesce
field, the existing record will be updated.
C. Coalesce is used for merging update
set.
D. Coalesce is used for data inconsistency
correction of fields.

For the reference of any table column on A. Personalize ->Dictionary->check the

any other form which of the activity is display box of that table
performed?

A. Personalize ->Dictionary->check the

display box of that table
B. Can be done through Script
C. Making Table columns global

Catalog variables are________ ? B. Global

A. Not global
B. Global
C. Are not stored in any table
D. We can't create variables for catalog.

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 11/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

To change the prefix of a Ticket Number C. Number Maintenance table

which module of Service Now is used ?

A. System Properties
B. UI Macro
C. Number Maintenance table
D. Through Script

Diff. b/w Buisness Rule & Client Script? B. Buisness rule works on before or after
Insert,update delete in a database & client
A. Buisness rule works on before script works on On
insert,update delete in a database & client Submit,OnchangeOnCellEdit&OnLoad
script works only on On Submit.
B. Buisness rule works on before or after
Insert,update delete in a database & client
script works on On
Submit,OnchangeOnCellEdit&OnLoadC.
Theres is no difference b/w the two
D. Buisness Rule works on Browser side
and client scripts works on Server side.

When you click on create an incident, D. Record Producers

reset an password, report an outage,
where does it take you?

A. Catalog property
B. Service Requests
C. Order Guides
D. Record Producers
Incident extends which table? D. Task

A. cmdb_ci
B. Problem
C. Change
D. Task

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 12/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What information is stored in Data B. Database Structure

Dictionary?

A. Data Values
B. Database Structure
C. Scripts
D. Schema
How to decide which application will be D. Defined on the basis of roles assigned
visible on logging? to the user.

A. Defined through Manager Permissions

B. Everybody can see all the applications
C. UI Policy
D. Defined on the basis of roles assigned
to the user.

In which part of UI global search D. Banner Frame

appears?

A. Content frame
B. Application Navigation
C. Homepage
D. Banner Frame

UI actions are executed on client or C. On both Client & server side by

server? checking the Client field

A. On Client Only
B. On Server Side
C. On both Client & server side by
checking the Client field
D. Can't be used in both client & server
side
Knowledge articles are maintained on C. Categories
which basis?

A. Roles assigned
B. Task assigned
C. Categories
D. KB Workflow

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 13/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What is single sign on? C. Through this by logging in once in a

instance you have the rights or the access
A. It is related to the enries entered in authentication of all the softwares and web
record producers applications
B. This is used for checking out the
workflow
C. Through this by logging in once in a
instance you have the rights or the access
authentication of all the softwares and web
applications
D. It is used for sending email to every
users

Can we delete all tables? D. Only user tables can be deleted

.System tables can't be deleted
A. Yes we can format them
B. No we can't delete any table
C. Only fields can be deleted
D. Only user tables can be deleted
.System tables can't be deleted

If a table is created with label "ghi" which D. u_ghi

name will appear in dictionary for it?

A. z_ghi
B. ghi_z
C. ghi_u
D. u_ghi

Can we have multiple cycles for approvals B. Yes

in catalog item?

A. No.
B. Yes

Cmdb_ci_server inherits which class? D. cmdb_ci_computer

A. cmdb_ci
B. cmdb_variable
C. cmdb_ci_configure
D. cmdb_ci_computer

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 14/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

Content of service catalog ___________? A. News,Gauges ,Catalog Items

A. News,Gauges ,Catalog Items

B. Requested Items,Open records,Global
search
C. Impersonate User,Gauges
D. Workflow,SLA

What is there stored in CMDB? B. Measurable tangible and intangible data

of a CI.
A. Measurable tangible and intangible data
of a Buisness Service & CI.
B. Measurable tangible and intangible data
of a CI.
C. Measurable tangible and intangible data
of a table & CI.
D. Measurable tangible and intangible data
of a Record Producer & CI.

Purpose of workflow ? B. Workflow generates a sequence of

activities, such as generating records or
A. Workflow is a et of complex CI running scripts, and notifications
configuration and scripts used for creating
a BSM
B. Workflow generates a sequence of
activities, such as generating records or
running scripts, and notifications
C. Workflow is just used for delievery
plan in Service Catalog
D. Workflow is used only for approvals &
notificatuions

For which of the option, changes are C. Table

captured in Update Set?

A. Data Record
B. Configuration Items
C. Table
D. NewUser/Group

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 15/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

ESS (Employee Self Service) Users can B. My Requests, Requested Items,

see which of the modules? Incidents

A. My Request , Maintain Items, Open

Records
B. My Requests, Requested Items,
Incidents
C. My Request , Order Guides,
Requested Items
D. My Request , Record Producers,
Requested Items
_________ is used for exchanging C. SOAP
structured information in the
implementation of Web Services in
computer networks.

A. PaaS ( Platform as a Service )

B. SaaS( Software as a Service )
C. SOAP
D. All of the above

Condition in Service Now has B. field ,operator, value

_________ .

A. field,data record,group
B. field ,operator, value
C. field,operator ,script
D. field,operator,event

_______ User can see tickets ,messages D. Delegate

and mails of other user.

A. ESS
B. Manager
C. Analyst
D. Delegate

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 16/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What does Key Icon on banner indicates B. On clicking it we can see the profile of
in Service Now ? any other user for testing

A. On clicking it we can see reports

B. On clicking it we can see the profile of
any other user for testing
C. On clicking it we can set security rights
D. On clicking it we lock the page

Which of the following option is an C. To make priority field mandatory

example of UI Policy ?

A. Increasing width of field

B. Creating a new field on form
C. To make priority field mandatory
D. None of these

How to make a Business Rule global? C. Checking the Global field of Buisness
rule
A. Writing a script
B. Creating a field
C. Checking the Global field of Buisness
rule
D. We can't make Business rule global

What is the use of Script Includes in C. the scripts that are used again & again
Service Now? are maintained in Script Includes so that it
can be called any time in the required
A. It is used as same as client script. scripts
B. Script Includes is not there in Service
Now
C. the scripts that are used again & again
are maintained in Script Includes so that it
can be called any time in the required
scripts
For which tables all SLA's are tracked ? C. task_sla

A. cmdb_ci
B. task
C. task_sla
D. none of these

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 17/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

What is the use of BSM (Business Service A. A Business Service Management

Management) in Service Now ? (BSM) map graphically displays the
configuration items (CI) that support a
A. A Business Service Management business service and indicates the status of
(BSM) map graphically displays the those configuration items
configuration items (CI) that support a
business service and indicates the status of
those configuration items
B. A Business Service Management
(BSM) map graphically displays the
Catalog Items that support a business
service and indicates the status of those
Catalog items in a request.
C. It displays the graphical representation
of a project management work task.
D. It is used for calculating the expense
line in Financial management module of
Service Now

What does Contextual secuirity Manager A. It works on ACL rules

do ?

A. It works on ACL rules

B. It works on roles and inheritance of
role
C. It works only on groups
D. Contextual security is used for changing
UI properties

Impersonate User means ____? C. Impersonate User can shift to any other
user for testing.
A. Impersonate User has rights to see
reports
B. Impersonate User provide roles to
other users.
C. Impersonate User can shift to any other
user for testing.
D. None of these

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 18/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

To improve the System Performance C. Either put refresh as off or increase

which among this is preferred? time of refreshing a page

A. Increase the number of gauges

B. Decrease Refresh time of the page.
C. Either put refresh as off or increase
time of refreshing a page
D. None of these

List can be edit by? B. List Editor

A. List Collector
B. List Editor
C. List Control
D. List Edit

What is retroactive start in SLA? B. It is used for attaching SLA from a

particular created date & time without
A. Through this field we can stop SLA on attaching SLA on the opened time.
any condition
B. It is used for attaching SLA from a
particular created date & time without
attaching SLA on the opened time.
C. This is used for calculating duration of
SLA
D. This field is not there on SLA Definition
page.

Types of SLA (SLA, OLA & UC) are C. Type field

defined in which field?

A. Condition field
B. Retroactive Start
C. Type field
D. Duration

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 19/20
7/10/2014 ServiceNow Admin Cert flashcards | Quizlet

Which of the following thing is true while D. Incident Priority is calculated on the
solving incidents as per ITIL framework ? basis of Impact & Urgency.

A. Incident Urgency is based on Impact &

Priority
B. Incident Impact is calculated on the
basis of Urgency & Priority
C. Incident Priority is filled by the user
D. Incident Priority is calculated on the
basis of Impact & Urgency.

Where Pause condition in SLA can be A. It can be put on any desired field
used ?

A. It can be put on any desired field

B. When putting Pending State
C. When putting Resolved State
D. When putting Closed State

http://quizlet.com/39391867/servicenow-admin-cert-flash-cards/ 20/20