Can you have a work request and work request item at the same time? ✔✔Yes, RQT#, RITM# are generated simultaneously What is dot-walking? ✔✔can get information from a series of referenced fields from different tables Define Semaphores? ✔✔controls number of user transactions that can run parallel at same time When an event occurs, where is it logged? ✔✔Event Log Are variables in the Service Catalog global by default? ✔✔Service catalog variables are flagged as "Global" by default and will display in all the execution of tasks of an requested item When an elevated privilege is given, what is activated and where? ✔✔ACL is activated, rolesecurity_admin then select elevated privilege When is a workflow complete? ✔✔When the workflow runs out of activities, the workflow is complete Workflows uses a "publish"model. What are the 3 steps? ✔✔check out, edit, publish work-flows What is the ServiceNow best practice for changing field names? ✔✔Be sure to keep labels as simple, short and relative to your subject Where should field names be changed? ✔✔System administrator can change, but must be changed in the data dictionary When setting variables how and where should the order in which they'll display be set? ✔✔Service catalog>Catalog variables> variable sets, click on column control = Order field Which area of the homepage allows users to view Knowledge Base (KB)? ✔✔the content frame/content pane What is the Data Dictionary used for? ✔✔The table contains details for each table and definition for columns in tables for each instance As a system administrator, what does the Data Dictionary provide? ✔✔It provides administrators the ability to modify tables and fields, which in turn define lists and forms What's the ServiceNow search engine called? ✔✔Zing When a new tables created in ServiceNow what's the prefix? (ex, sys_abc, u_abc, etc... ✔✔U_ How does Insert work? ✔✔Makes a copy and leaves the form. Insert and stay makes a copy and stays on the form How does Insert or Insert and stay work? ✔✔Saves a new record to the database instead of updating the current item How does Save work? ✔✔Saves changes without leaving page How does Update work? ✔✔Saves changes on an existing record and returns to previously viewed page How does Submit work? ✔✔Saves changes on a new form and return to the previously viewed page What commands will allow you to save and automatically returns to previous page? ✔✔Submit, Update, and Insert What's the purpose of the Service Catalog? ✔✔A robust ordering system for services and products offered by various departments for users, the IT Service Catalog lets users see a list of things they may need (to create a request for), or would like to have from IT What area of the Service Catalog are Incidents and password resets sent to? ✔✔Record Producer What is the purpose of record producers and what they're used for in the Service Catalog? ✔✔- Record Producers build the system components associated with the request, an interface used to create Service catalog records, an alternative to list and forms - Each focuses on a specific process or task and can be used anywhere in SN What is the purpose of order guides in the Service Catalog and what they're used for? ✔✔- Order Guides provide easier ordering by bundling items - Order Guides displays one or more catalog items for the user to order T/F If the gear icon is changed, does it change the view for all users? ✔✔False, the gear is used to modify a list for an individual user, it does not affect the system default What is the personalize gear icon used for? ✔✔It is used to display the slush bucket of available and selected fields for creating reports or forms What is the purpose of coalescing and when is it done during import sets? ✔✔- The purpose is to assign a unique key during the import set - Before you run the transform map What is the definition and purpose of the BSM map? ✔✔- A Business Service Management (BSM) map graphically displays the configuration items (tangible and intangible) that support business service and indicates the status of those Configuration items. - CI is noted in the middle of the BSM map, and shows those that contribute to CI (upstream) and those that are affected by CI (downstream) - Launch the BSM Map from the forms to obtain useful information for Incident research, Incident resolution, and Problem investigations How do you change the prefix of incident numbers ? Example: If you as an administrator need to change INC (incident number) to PNB (Problem number) to match your companies name convention (policy) how would you do this? ✔✔- Administrators can navigate to system definitions _ number maintenance - Also in the system data dictionary definition What is included in an update set? ✔✔(Process Records) - Business Rules, Client Scripts, Fields, Form and Form Sections, Reports, Tables, Views and Workflows What is excluded from an update set? ✔✔Modified CIs, Modified Data Records, New Data Records, New Users, Groups, Schedules, Scheduled jobs What's not considered a UI action? ✔✔Search Can a transform map be used multiple times on the same import set? ✔✔Yes, once created you can use a transform map multiple times on the same import set Where do CI's sit on a BSM? ✔✔In the middle, between the upstream and downstream What does SaaS stand for? ✔✔Software as a Service