UI Policies will help you controls

your form (visibility, mandatory, read/only properties of fields)

before you even reach for the Save button on a record.

Business Rules evaluate when you click that save button

(or anything that triggers a Create, Update, or Delete).

Script includes are used to store JavaScript that runs on the server.
Script includes have a name, description and script

Client scripts allow the system to run JavaScript on the client (web browser) when
client-based events occur, such as when a form loads, after form submission, or
when a field changes value.

Use client scripts to configure forms, form fields, and field values while the user
is using the form. Client scripts can:

make fields hidden or visible

make fields read only or writable
make fields optional or mandatory based on the user's role
set the value in one field based on the value in other fields
modify the options in a choice list based on a user's role
display messages based on a value in a field

LCSC

////////////
Requested Item Catalog Task States:

Pending, Open, Work in Progress, Closed Complete, Closed Incomplete, or Closed

Skipped.

Pow,C(CIS)

////////

Service management request states / Or Also known as/ Request States :

Draft

Awaiting Qualification

Qualified

Awaiting Approval

Approved

Work In Progress

Closed Complete

Closed Incomplete

Canceled
DAQAAW,C(CI)

//////////

Problem States:
New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed

NARFRC
//////
outcome of an applied change policy :

Approved Finished Canceled Rejected Skipped

////
Update Change request or Standard Change request
New
Assess
Authorize
Scheduled
Implement
Review
Closed
Canceled

A NASIR CC
/////////
retrieving an Update Set:
Retrieve, Preview, Commit,backout

/////////
How many columns can a formatter contain in a variable set?
2
/////////
Flow designer actions:
Delete Record ,Wait for Condition, Ask for Approval

/////
knowledge base workflows that are available OOTB:

Approval Publish, Approval Retire,Instant Publish,Instant Retire, Publish

Knowledge, Retire Knowledge
Ar,Ap,P,R,IP,IR….Aray ap ,phir, ayen phir(I pir)

///////
Workflow Request Stages:

Waiting for Approval --->approved ,pending

Fulfillment
Delivery
Request Cancelled
Completed

FW DRC --->few DRC (Not Cancelled)

/////

Workflows can have three states:

Checked Out
Published
UnPublished

CPU

///////////////
Defining service catalog workflow/activities:

Create workflow property

define activities
publish catalog

////////

NOT Captured in Update set;

Groups,user,Modified Ci,data

Captured:
forms ,roles,form section

///////////
store knowledge articles:
kb_knowledge

///
Which plugin should be installed to enable creating known error articles :
com.snc.best_practice.problem.madrid.knowledge

//////
"Actual Start Date" is set in the change request form?
When the state changes to Implement, the field is populated automatically.

/////
states are available for incidents
On Hold, New, Canceled

///////
are workflow activities :
Timers Approvals Utilities Tasks Notification
ATUT

//////
creating new workflows or editing existing ones ?
Canvas
/////////////
update set captures the system configuration changes you make to the system. This
includes, but is not limited to:
• Tables
• fields
• form layout
. flows
• list layout
• business rules, client scripts, script includes, and other scripts
• workflows
• system properties

TFFFLBCSWS …tuffle bcs wise

Report Defination, Views ,roles

What it does NOT capture is your transactional data like

• Incidents
• Users
• Groups
• Email

////////////////
maximum number of activities displayed in the history tab of the application
navigator

sys_properties

////////
• Assignment lookup rules can only be applied to incident table whereas
assignment rules can be apply to any other task table

///////////
Knowledge process consists of :
document creation, approval and review from SMEs and publishing

////////////
ServiceNow is :
Multi instance,
Single Tenant(Mulit Tenant in case When a Managed Service Provider (MSP) shares
ServiceNow with multiple clients using domain separation)
Load Balanced
Single Database
Customization

///////////

What are possible import sources:

HTTP CSV EXCEL JDBC SFTP

////////////
find the response time indicator:
In the right hand corner of forms and lists

//////
Deactivate application:

Click on the pencil icon next to the Application name in the Application Navigator
and Uncheck Active

////////
Base Tables cant be deleted

/////
to edit a workflow You need to check it out, to prevent errors

//////
Update set cannot capture workflow untill it is Published

/////
The import set table allows you to define destinations for imported data on
ServiceNow tables

////////
components of an SLA:
SLA Definition, Task SLA, SLA Workflow, SLA Automation, SLA Conditions

///////////
knowledge articles arranged by default?
Published Date

////////////
Update set tables
Each update set is stored in the Update Set [sys_update_set] table,
and the customizations that are associated with the update set, which are entries
in the Customer Update [sys_update_xml] table,

//////
Data policies are similar to UI policies, but UI policies only apply to data
entered on a form through the standard browser. Data policies can apply rules to
all data entered into the system, including data brought in through import sets or
web services and data entered through the mobile UI.

///
components are visible on Workflow welcome screen:

New Workflow Button

Pallete Tabs
List of published workflows

//////
workflow editor UI:
pallete
atitle bar
canvas

what is not :
activity log

///
Types of Field:

Duration
script
Suggestions

///////////
Pause Condition in SlA can be put on any desired field

//////////

Good practice in update set:

Include many changes in one set.

Group like items in a small manageable set.

////////
Variable Types:

Single Line text

select box
multiple choice
reference

No variable types:

Multiple Checkbox

///////////
IMport soruces:
JDBC
LDAP
HTTP
FTP
Sftp
Excel
CSV
XML

//////////
Business rule
Deleted Inserted Updated Displayed Queried

DUIDQ ->Diqud

/////
Context in Workflow?

Showing of the version executing for a given record

,showing the processing path.

////
High Security Plugin --->Security Admin

Elevated privilege only exists during the current session.

Accessed from System Security > High Security Settings.
High security creates a security_admin elevated privilege role.

/////
How knowledge Base is populated:

From an existing problem record.

From the Service Catalog using a record producer.
You can develop a business rule that generates a news item.
Importing existing articles.
Using update sets.

///////////
SLA aspects:

Task SLA
SLA AUTOMATION
SLA DEFINATION
SLA WORKFLOW

SLA BREACHED IS Not an aspect

//////////
types of metrics:
Field value duration
script calculations

/////
Entending task table DOESNT extend :
Roles
Events

/////
See system activity :

system logs
and also store browser activity for an instance

which release is running ?

Stats module
/////
Incident and other table's catogories info is stored in Choice list

////////
Contextual Security:
Protects a record based on its contents and table location.
Data is acted upon based on the position of the information in the table hierarchy.
Defines access control rules to any level.

////////
On submitting the incident form ,Work notes gets captured in the activity logs.

////

ITIL Features

Transition Operations Design Strategy

TDOS

/////
how to start an import set:
System Import Sets > Import sets

//////////
confirm a recent upgrade to a feature:
System Logs > Events

System Logs -> events -> system.upgraded

//////////
in workflow Transitions establish possible processing paths

////
ui_policy-admin role can manage UI policy

/////
Changes are tracked and you can customize objects on a table with the Update_synch
attribute
Update_synch field should be there in table that identifies that it should be
captured in Update Sets
/////////
Runs when a form is submitted ? OnSubmit()

//////////
Graphical infrastructure view for a configuration item and the business services

Dependency View

////////////////
SLA(Agreement outside organisation) The Service Level Agreement (SLA)
is an agreement between an IT service provider and a customer.

OLA(Agreement inside or b/w organisation)

The Operational Level Agreement (OLA) is an agreement between
an IT service provider and another part of the same organization
, governing the delivery of a infrastructure service

//////////////

Data policies enable you to enforce data consistency by setting mandatory and read-
only states for fields.

Data policies are similar to UI policies, but UI policies only apply

to data entered on a form through the standard browser.

Data policies can apply rules to all data entered into

the system, including data brought in through import sets or
web services and data entered through the mobile UI

//////////////
COndition that make running SLA is completed and new SLA will be attached?
Reset

///////
Performance analytics > Data Collector

///////
Type of searches

Wildcard
Phrase Searches
Attachment Searches

WPA
////////
On clinet dscript g_form script can be used

////////
Delete Table
Tables and Columns Choose "delete" and type the word "delete"

////
Make variable read only with ui policy
/////
Tables and Fields can be viewed and manipulated where? The record list, form or
tables and columns

///////////
What is the sequencing of publishing a Knowledge Article? Draft, review then
publish.

////
List editor
GIves option to update a record without going into form

////
SLA definations are stored in Contract_sla
task_sla is basically a table which stores sla information for either incident,
change etc; it stores which sla is attached to which task record

////////
The Edge is a toolbar on the left side of the screen which provides quick access to
features such as bookmarks and flyout windows.

/////
power edge provide?
Show or hide the application navigator or the banner frame

//////
Clinet script onchange() can also run on page Loading and when a particular filed
value changes

/////
Email notification cannot be triggered using client script

/////////
Available Search options:
Global text search
Lists
Knowledge Base
Navigation filter
Live feed
UI pages

GLKNLU -->NULL KG

///////////

navigation history is stored in sys_ui_navigator_history table

**navigation search history is not stored anywhere**
////
Delete Button on a table can:
Delete records and table

//////////
If a developer opens up a existing Client Script for code reference and the user
already had selected the desired Update Set but he doesn't want to be captured in
the Update Set. What will you suggest that user to do?
a) don't click submit
b) change the update set to default
c) Update the record if the user has selected the "Default" update set
d) Both a, b
e) all of the above

All of above

/////
Smart filter is 'click arraow' present next to breadcrumb

////
Shortcut to approve a service Request
EMail,my approval module

///////////
Flow Designer lets process owners use natural language to automate approvals,
tasks, notifications, and record operations without coding.
Process Automation Designer enables process owners to author cross-enterprise
workflows and create a single, unified process

Flow designer -->Tran

/////
Create New record in the Table?
<table name>.form in Filter Navigator

It displays a blank form for creating a new record

////
When we create new table two thing are created by default
1)Module with plural of table Name e.g infinity -->infinites
2)Application Menu with same name as table name -->infinty

////
UI policies dynamically change the behavior of information on a form and control
custom process flows for tasks

///////////////
UI policy field level
data policy database level ...Data Policy can enforce mandatory data on import

Major differences between UI policies and Data policy are

that UI polices work only when user opens the form( This is on form)

Data policies can apply rules to all data entered into the system, including data
brought in through email,
import sets or web services and data entered through the mobile UI.
////
A response time indicator may appear at the bottom right of forms and in the list
view for List.
This indicator provides the processing time(total time and the time for each step,
for a completed transaction.)
/////
In Live feed default groups available are :

unlisted
public
system Admin
-------------->UPS

/////////
Service Catalog workflow will execute
Only for task running against sc_cat_item

/////////

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

///////
Diognose problem:
1) Turn on homepage debugging
2) Troubleshoot slow reports
3) Parallel homepage rendering
4) Homepage caching

///view report on homepage

Report -->view.run -?open a report-.add to homehomepage

/////////////
Start an import set
system import Sets > Load Data

//////
OOtb tables dont have "U_' Prefix

///////
Where can you view a series of customizations?
Update Set

///
you can revert Update set version

//////
type of service catalogue item is used to create an incident or raise an HR case?
RECORD PRODUCER

////
sorting options are available by default on the knowledge article list
ALphabetical
newset
views
/////
Flow Designer
Automate business Logic ,integrte 3 party(INtegreation HUb) ,saves time
No script required

////

Type of Triggers:
Record Based -->Create ,update, create or update (Record)
Schedule Based --> Daily weekly monthly,run once,repeat
App based --> SLA task , Inbound Email ,Service Catalog

Flow designer trigger required to look up a record,update a filed value and request
approval
Record-Based

///
How end user access service Portal:
Request something

//
Benifit of flow designer :
Provide NLP description of flow logic
Promotes process automation by sharing resuable actions
Provide runtime info to create ,operate and troublshoot flow from SINGLE INterface

/////
Topic blocks' feature creates reusable components to run common tasks in Virtual
Agent conversations.

Topic blocks simplify the topic authoring and maintenance process by enabling you
to reuse standard procedures or actions across conversation topics.

/////
[catalog_admin] role can manage the Service Catalog application, including
catalogs, categories and items, but not including scripting functions available to
administrators [admin].

///////
in A TASK
Notes tab contain Activity Stream

///////////
You can select Embedded PNG to embed the report visualisation in the body of the
email.

Schedule EMail of Report Option you can select in type of attachment:

PDF ,PNG PDF-Landscape,embedded PNG to embed the report visualization
///
Dashboard owner, shared users with edit access, and dashboard admins have edit
access on dashboards and can add or remove widgets in their dashboards.

///
What functionality can you use to track the amount of time a task has been open to
ensure that tasks are completed within an allotted time?

SLA

///
Inactivity monitors ensure that tasks do not fall by the wayside by notifying users
when tasks have been untouched for a predefined period of time.

////////
Assignment rules can automatically assign tasks to users or groups, ensuring that
the most appropriate team members handle tasks.

////
Approvals can be generated to a list of Approvers, either manually or
automatically, according to approval rules. Approvals can be incorporated into
workflows or can stand alone

////
What of the following roles cannot be delegated:
ROle_delegator
admin

/////
Define the report grouping uder configure tab

////
EXTERNAL
external data source types when a valid transform map is available:

JDBC, LDAP, OIDC, REST (IntegrationHub) and Custom (Load by Script).

////
four access control rules by default: create, delete, read, write.

////
Data archiving, Database Rotations, and Many to Many task relations are the 3 Data
Management Plugins.
/////
To provide added security, no user can have both explicit roles (snc_internal and
snc_external).

////
The CMDB is the authoritative source of some information, including Support group,
Contact and Owner.
////
feature can be used to begin the creation of an application?
Guided application Creator

////
Users with the ‘view_changer’ role can switch their form view.

‘task_editor’ can edit "protected" task fields.

‘personalize_form’ can personalise forms, and

‘service_viewer’ provides access to read all services and offerings

////
List tile menu is also type of List context menu

////
All access control list rules specify the object and operation being secured and
the permissions required to access the object.

////
What Flow Designer benefit corresponds to extending flow content
by subscribing to IntegrationHub or installing spokes:

Scalable

////////
External Single Sign-on (SSO) authenticates the user name and password configured
in identity providers with a matching user account in the ServiceNow instance.

The local database authenticates the user name and password stored in their
corresponding user record in the ServiceNow instance.

Digest Token authenticates an encrypted digest of the username and password stored
in the user record.

Multi-factor authenticates the user name and password in the ServiceNow instance
and sends a passcode to the user's mobile device where an authenticator
supporting Time-based One-time Password (TOTP) is installed, such as Google
Authenticator.

//////////
You can’t manually update dynamic application services; instead, the system
automatically updates these services to reflect any changes to CI relationships.

Dynamic application services include only CIs that are part of CI relationships
stored in the CMDB CI Relationship [cmdb_rel_ci] table
/////
The CMDB leverages the NOW Platform features such as the Identification and
Reconciliation Engine (IRE) and field normalisation to automatically check a CI's
uniqueness.

This allows only authorised data sources to update specific CI classes, normalises
the data, and then loads the data into the CMDB to ensure the most recent and
accurate profile of that CI.

////
Some of the benefits of using Multisource CMDB are:

1) Control CI updates at the discovery source and CI attribute level.

2) Visualise discovery sources of attribute values at the attribute level.

3) Modify reconciliation rules and then recompute CMDB data, reflecting the
updated reconciliation rules.

4) Revert CMDB data integration from a specific discovery source if, for
example, you realize that the discovery source is not reliable. Recompute CI
attribute values while excluding the discovery source that you want to ignore.

5) Validate a discovery source by comparing its data to data from other

discovery sources, which are known to be valid.

6) Improve data management, data quality, and operational insights by querying

Multisource CMDB data. Use the Multisource Report Builder to create queries for
Multisource CMDB records, discovery sources, and CI records.

///////
You can use Tables or the Tables & Columns module to create a new table.

////
There are five steps to Easy Import:

1) Download Excel Template

2) Complete Excel Template

3) Upload Import Data

4) Preview Import Data

5) Finalise Import

//////////////
Configuration Management Database (CMDB) is a database used to store configuration
records throughout their lifecycle.

////////
role is required for a user to create or update access control rules?
security_admin
////
Incident SLA [incident_sla] is a database view that joins incident to SLA
(task_sla) to report on things like incidents resolved by SLA per incident
category.

///////
OpenID Connect (OIDC) is an identity layer built on top of the OAuth protocol,
which provides a modern and intuitive Single Sign-on (SSO) experience.

/////
Some of the database view limitations are:

* Database views cannot be created on tables that participate in table rotation.

* It is not possible to edit data within a database view.

* In a clone request, database view tables cannot be added as a data preserver.

//////////
You can expand Flow Designer to communicate with external and third-party systems
by requesting a separate subscription to IntegrationHub.

Scalability of Flow Designer allows extending flow content by subscribing to

IntegrationHub or installing spokes.

///////
Flagging an article is a good way to privately suggest an article revision to the
knowledge manager from the Service Portal.

Flagged comments do not appear on the Article View page.

Users with the admin, knowledge_admin, and knowledge_manager roles can access
flagged articles by navigating to Knowledge > Articles > All Flagged.

Users with the knowledge role can access their flagged articles by navigating to
Knowledge > Articles > My Flagged.

///////
Knowledge article types :
Html wiki

/////////
Here are some of the possible methods of populating a knowledge base with knowledge
articles:

* Integrating with a Web Distributed Authoring and Versioning (WebDAV) compliant

source,

* Creating articles directly in the ServiceNow platform, and

* Importing Microsoft Word files.

//////////
What does Lane Filter in Visual Task Board enable you to create for cards that
contain empty values, such as cards with no assignees?
A seperate Lane

Lane Filter enables you to create a separate lane for cards that contain empty
values.

For example, you can filter cards with no assignees on a board so that you can view
them in a separate lane.

This can be applied for both horizontal swimlanes and vertical lanes.

//////
Data lookup rules, assignment rules, business rules and predictive intelligence can
be used to auto-assign all new Hardware category Incidents to a certain group.

When creating new assignment rules, keep in mind that business rules can take
precedence over assignment rules when they run after the assignment rule.

Data lookup rules take precedence over assignment rules because they always run
after.

Data lookup rules, assignment rules and business rules run in the following order:

1) All 'before' business rules that run on a record insert with an order value
less than 1000.

2) All 'before' engines run, including assignment rules.

3) All 'after' engines run, including data lookup rules.

4) All 'before' business rules that run on a record insert with an order value
greater than or equal to 1000.

5) All 'after' business rules that run on record insert.

///////////
By default, a report is shared with the report creator only.

You can control who sees reports by making them:

* Visible only to you if you are the report creator.

* Visible to one or more specific users

* Visible to one or more specific groups

* Globally visible to all users

///////
action is recommended when you want to perform system maintenance?
Termiante logged in user's sessions

Follow these steps to terminate a specific user session:

 1) Navigate to User Administration > Logged in users.

2) Select the session you want to end.

3) Click Lock Out Session.

//////////
Which source type should be used when creating a report from a dataset with pre-
defined conditions?
Data Source

A Data Source defines a standard set of conditions for querying a particular table
which can be reused in other reports.

To use an existing set of conditions, you select Data source as the Source type and
then select the data source you need.

////////
Here are some of the new features in the delegated development and deployment
application:

§ Application Collaboration (enables collaborator permission management for

platform application development.)

§ Allow delegated developers to delete applications (enables delegated

developers within a scoped app to delete an app created with ServiceNow Studio.)

§ Assign source control permissions (specifies full access or individual source

control features using delegated developer permissions.)

//////
What protects applications by identifying and restricting access to available files
and data?
SCOPE

/////
Use JavaScript APIs in your scripts to change applications' functionality or when
you create new applications.

////

request and test api request with REST API EXPLORER

/////

///////
The Now Platform provides Information Technology (IT), Employee, and Customer
workflows.
///////
'Topic blocks' feature creates reusable components to run common tasks in Virtual
Agent conversations.

Topic blocks simplify the topic authoring and maintenance process by enabling you
to reuse standard procedures or actions across conversation topics.

////////
No special role is required to access the template bar or create templates

/////////
Compact Cards allows you to see more information in the same screen real estate
when using Visual Task Boards.

Compact Cards decreases the lane width and card information.

///////
The health dashboard provides a single view of the quality of data at the CMDB, CI
class and CI levels using completeness, correctness and compliance scores.

An added challenge to consolidating and maintaining the CMDB is capturing unknown

CIs, inconsistent data quality, and ill-defined relationships.
(unknown ,inconsitent,ill)

Correctness is a KPI(Key performance indicator) aggregation of the Orphan,

Staleness and Duplicate metrics, according to the correctness scorecard weight
settings.(OSD)

According to the completeness scorecard weight settings, completeness is a KPI that

is an aggregation of the Required and Recommended metrics.(RR)

Compliance is based on the results of actual CMDB audit runs.(audit)

////////
An Access Control List (ACL) rule only grants a user access to an object if the
user meets all of the following permissions required by the matching ACL rule:

1) The condition must evaluate to true

2) The script must evaluate to true or return an answer variable with the value
of true

3) The user must have one of the roles in the required roles list. If the list
is empty, this condition evaluates to true

4) [Record ACL rules only] The matching table-level and field-level ACL rules
must both evaluate to true.

//////////
An application service is a set of interconnected applications and hosts configured
to offer a service to the organisation.
Application services can be internal, like an organisation email system or
customer-facing,like an organisation website.
You can use the Application Services module on the CSDM navigation pane to create
your application service.

/////////
You can perform the following actions when creating a service catalogue variable:

* Make a variable read-only or hide it while defining the variable.

* Make a question choice inactive.

* Make a group of CheckBox variables mandatory in Service Portal.

///////////
Notification emails include the title of the knowledge article in addition to the
article ID so you can more easily decide whether the knowledge article is
relevant.

///////
To choose field values from the record to include within the message, navigate to
Select variables.

//////////
When a Drilldown report is created, users can click on a report section to display
a subset of the report's data in the form of a new report.

////
The system can take two types of actions:

* Record action: **"'setting a value for a field in the target table'"**.

* Email reply: sending an email back to the source that triggered the action.

////////
The email notifications for expiring knowledge articles are available when the
value of the glide.knowman.enable_article_expiry_notification property is set to
true.

The content of the email notification is determined by the number of articles

expiring in the coming "month":

///////
Data Policies have a condition as part of the trigger.

Data Policies can take different actions when the Conditions field evaluates to
true or false.

Data Policy Rules do not require scripting to set Mandatory and/or Read-only field
attributes.
Data Policies are not dependent on how a record is updated.

DATApolicy ==Data consistency

//////
A challenge to consolidating and maintaining the CMDB is capturing unknown CIs,
inconsistent data quality and ill-defined relationships.

////
Adaptive authentication enables you to create policies based on a criteria-like
role, IP address, or group.

///////////
From an Application Portfolio Management (APM) perspective, Application Services
represent Installed Instances.

///////
Configuration Management System (CMS) is a set of tools and databases used to
manage an organisation's configuration data.

As per ITIL, Configuration Management System is a much broader system that combines
many different data repositories.

////
ServiceNow application used to construct and test API requests to a ServiceNow
instance?
Rest Api explorer

/////////
Document Viewer enables you to view documents directly in the Now Platform rather
than having to download them.

Document Viewer supports viewing various file types in the platform.

The maximum document file size is 50 MB.

To use Document Viewer, enable it at the instance level and for the tables for
which you want to use it.

You can view the following file types:

§ MS Word (.doc) and (.docx)

§ MS PowerPoint (.ppt) and (.pptx)

§ MS Excel (.xls) and (.xlsx)

§ PDF

§ PNG

§ JPEG

/////////
You will need to involve the right stakeholders to determine the specific CI
information required to support these capabilities and build organisational buy-in.

This stakeholder group should include the process owner, process manager, and other
subject matter experts for each of the processes.

/////////
Configure a UI policy action to instruct fields how to behave on a form when a UI
policy is triggered.

////
An end-user can leave feedback about an article by "giving a 1-5 star", "marking
the article as helpful or not helpful" and" leaving a comment on it".

////////
Knowledge management provides a centralised location for creating, categorising,
viewing, and governing information related to the flow of work through ServiceNow.

///////
You can sort Visual Task Boards using criteria that you create with a Sort-Filter
option, grouping items by properties to help organise your cards.

Only the owner of the board can create the sorting criteria and add, edit, or
delete the criteria. The criteria appear as "read-only" for other users.

////////////
You can access local flow variables as data pills directly in the Data panel.

////

Each time you add an action to a flow, Flow Designer adds a data pill to store its
results.

///////////

Setting up an application in the Guided Application Creator involves:

* Creating an application record

* Defining user roles

* Designating data tables

* Designing the application for different user experiences

//////////
Configuration Items (CIs) are the components of an infrastructure required to
deliver a product or service.

///////
Flow and Workflow are the two options to define the fulfilment process for a
service catalogue item.
//////////
Non-admin users cannot add a user to a group that contains the admin role.

A user with only the admin role cannot grant the security_admin role to other
users.

To grant the admin role to a user, the granting user must also have the admin role.

A user with only the user_admin role cannot grant the admin role to other users.

To grant the security_admin role to a user, the granting user must also have the
admin role and elevate the security_admin role before granting the security_admin
role to other users.

///////
Flexible boards are also created from a list, but lane changes do not update
underlying task data.

Freeform boards can act as your personal organizer to manage individual tasks of
any kind. Lane changes do not update underlying task data.

//////////
Administrators can impersonate other authenticated users for testing purposes and
view impersonation logs.

The impersonation option is not visible in the mobile view of the platform.

When impersonating another user, the administrator can access exactly what that
user can access in the system.

Users with impersonator role cannot impersonate admin users unless they are also
admin.

Users do not need to log out to end an impersonation. Users can select Impersonate
User to impersonate another user or select End Impersonation to end it without the
need to log out.

////
Typical Tier 2 support tasks that virtual agents can perform include:

* Answering FAQs

* Providing tutorial ('how to') information

* Querying or updating records, for example, to get status on cases or incidents

* Gathering data, such as attachments, for the live agent

* Performing diagnostics

* Resolving multi-step problems

/////////////
Flow Designer actions represent reusable operations for use across multiple flows,
can be contained in a spoke and provide the ability to build your own custom
actions.

/////
You can use the "Teams" related list to extend and track the different types of
groups assigned to a CI
///
You can capture metrics such as article views, page views, and portal searches to
track aggregated knowledge usage by users. You can set the duration over which the
metrics are aggregated, which by default is 60 minutes.

//////
With "Export", you can save all currently displayed records and columns in a list
in several formats, like "Excel, CSV, XML, JSON or PDF".

///
Containers can be fluid layout

////
The "Branding Editor" applies "themes to a portal" to allow compliance with
corporate branding.

The Branding Editor also allows change "previews" as they are made

//////////
Pagniation Count :"removing the expense of calculating the total number of records
in those lists."

///////////
You can Launch Guided App Creator from Studio or by opening System Applications >
My Company Applications and click the Create new button to create an application.

You can also use Studio to import an application from source control.

Applications loaded from the ServiceNow Store are installed to the instance, not
loaded for development.

//////
onSubmit Client Scripts execute their script logic whenever a user "saves",
"submits", or "updates a record in a form."

/////////
Where in the Flow Designer can you find information about the actions you add to a
flow?
HELP PANEL

//////
If no User Criteria is specified for 'Can Contribute', only the Knowledge Base
Owner and Knowledge Base Managers are able to contribute.
//////
When all catalogue tasks are closed, the parent requested item is set to Closed
Complete by the workflow.

////
Type of tags:
A,R,AR,RR
Standard, Most Active, Most Recent, Most Active Record, Most Recent Record

///////
Where can users view their own profile?
Self-service->my profile

///
Where are tables stored ?
sys_db_object

//////
Incident, Problem, Change Request, Request, and Requested Item --->Extended from
Task

///////
What roles are required for access to the cmdb_ci table?
amdin , itil ,asset user

///////
Glide List
Allows a user to select multiple records on a table defined by the glide list.
(Example: The Watchlist field on the Incident table allows the user to select any
record or records on the User table)

////////
Core tables:
Created by ServiceNow and are provided with the base system.

///////
Schema map:

Provides a graphical representation of other tables related to a specific table.

Available to those with the personalize_dictionary role.

System Definition > Tables & Columns

//////////
Security Modules:
1) System Properties > Security - can set default behavior for no ACLs
2) System Security > Access Control - manages ACLs
3) System Security > High Security Settings - set tighter security options
////////
Access control:
A security rule defined to restrict the permissions of a user from viewing and
interacting with data.

////
ACL :
Accessed via <table name>.config in the Filter navigator and selecting the Access
Controls tab.

////////
Table.None
Access control rule with no specific field selected. This rule applies to the whole
table, including all its records.

///////////
UI policy:
-->It can be used to immediately implement updates and changes to forms and lists.
-->only enforced on data entered into a form/list (passing through the UI)

///////
Ui Action:
-->Add buttons, links, and context menu items on forms and lists to allow users to
perform "application-specific operation".
-->Form buttons, Form context menu items (right-click the header), and Form links
(Related Links in a form) are some of the UI actions that can be set up in a form
-->Often used to enable users to perform a specific action, such as resolve an
incident
-->Can execute client-side and/or server-side depending on the "client' check box
selection.
-->*Defaults to server-side if box is unchecked*

///////
Business Rule :

Before/After/Async (queued)/Display

NOT real-time

//////
Changes to tracked tables are written to the Customer Update [sys_update_xml]
table.
new Chnage override old changes

////////
Upload update set:
System Update Sets > Retrieved Update Sets

///////
Application Scope:
Protects applications by identifying and restricting access to application files
and data

Prevents naming conflicts and allows the contextual development environment to

determine what changes if any are permitted

////////
After making chnages to instance how to confirm if its working fine?
Create and run automated tests to confirm your instance after making a change with
ATF(Automated Test framework)

////
Events
System Policy > Events > Event Log

////
Stats Module
System Diagnostics > Stats > Stats.

Or search stats.do

///////////
valid report sharing options:
PDF, Export to pdf,Add to dashboard, Schedule, Share

////////
Recommended Way to share a report :
use Share Option

Recommended way to share Artice:

PermaLink

///////
By default a report is shared with only creator

////
Social Q/A feature allows end users to post questions and answer other user
questions
/////
tables and fields can be updated where?

Record List
Form
Tables and Columns

///////
Publishing knowledge article?
Draft review publish

////
basic components of workflow
TAN--> Notification , task ,approvals

or ATUT N

also include conditions

////
users and roles/group have 1 to many relationship

/////
BSM
Business Service Management BSM map graphically displays the configuration items,
CI, that support a business service.

**Configuration item not catalog item**

///
What is a tool that will autopopulate the CMDB about your windows computer

Help the help desk

//////
If a request is rejected what happens?
notification is sent and sets the "status to cancelled"

////
service catalog workflow can be attached in 3 ways:
manually
automatiicaly with condition
automaticall if no other workflows attahced

////
SLA cna be triggered anytime in lifecycle

///

Service Level Agreement (SLA)

A support contract agreed between the customers and the Service Desk.

Operation Level Agreement (OLA):

A support contract agreed between the internal IT departments (e.g., Network
Management and IT Operations ).

Underpinning Contract (UC):

A support contract agreed between the Service Desk and external suppliers.

Difference b/w SLA/OLA and UC is type field

/////////
which workflow is designed to be used over and over again
default SLA workflow'
////
Limit file attachments ?
Security>System Security

////Upgrades made in system

system diognostic -> upgrade history

/////////
You can populate the CMDB by using Discovery, by using the IntegrationHub ETL or
Import Sets to import and integrate data from a third-party source,
by integrating with an external CMDB, or by manually creating CIs.

/////
Polpulate CMdb:
Discovery
Import Sets
Integrate with external CMDB
Web Services
Help the helpdesk
Manual Input

/////
What do metrics measure?
Data over time to show past history

////
table is used to track changes in an update set?
sys_update_xml

//////
By default in ServiceNow, what customizations are added to Update Sets?
Changes made to a form

////
business rules stored in business rules stored in sys_script

/////
Client scripts only apply when accessed through form

////////////
What three tables provide Data Dictionary and relationship information?
Sys_dictionary
sys_documentation
sys_db-object
////
All workflows does have an end

////////
The ____ role is assigned to users who supervise a group of helpdesk technicians,
providing them with access to delete incidents, problems, changes, and other
related records
ITIL_admin

///
html is field type

////////
Sla has 6 -> start, pause, stop, and reset,resume,cencel

/////////
serviceNow A portal for maintaining ServiceNow instances and environments

Hi protal

///////
Which role(s) gives users the ability to make changes to just about any part of the
system
admin and securtiy admin

////////
Key Icon on banner indicates in Service Now :
On clicking it we can see the profile of any other user for testing

///////
If you are experiencing performance issues, a good place to check is the…
Slow Queries module

//////////
What is stored in cmdb:

Measurable tangible and intangible data of a CI .....no businesss nothing else

///
update set is a "point in time" XML snapshot of the record

///////
approve a catalog request:
Right click "request record" in "request list" and "click approve"

///////
It is best practice to never make changes to an update set in the Default update
set
////
user to group mapping is stored in sys_user_grmember

////Report an incident Serive catalog ..... Can we help you

/////
which phase of Report designer lets you choose a color scheme for the report
visualization

style

//////////
configuring an email notification, where can you choose field values from the
record to include within the message
Select variable

/////
phase of the Report designer lets you define the Group by attribute
config

////
Each flow designer contain trigger and action

////
user critera in knowledge base decides who can access and read at Knwoledge Base
level,knowledge article level and block level

///////
if no user criteria is specfied in knowledge base -->only knowldge base owner and
KB manager can contribute......(contribute) not READ

///////
When all catalogue tasks are closed, the parent requested item is set to Closed
Complete by the workflow. (**requested item not request**)

/////
administraotrs can manage all aspects of service catalog including
*scripting*,catogery,catalogue item,catalouge
catalog_admin can do all this except scripting

/////
Multiple version of workflows ccan exist...
When workflow is invokedthe current workflow is loaded into workflow context...
workflows are not published untill develpement is completed
The checked-out workflow executes for the developer who has the workflow checked
out.
////
Order, Request and Submit are the 3 different request methods in Service Catalogue.
(ORS)

////////
if you select publish when creating articles it trigger the publish workflow
assigned to knwoledge base

////
Users cannot manage the include and exclude of attachment in notifications

////
generate a report by entering a query instead of going through whole procedure
"report designer menu.
you enter a question in flow designer and analytic Q/A will do the work.

Analytics Q&A gives you a choice of data sources and picks an appropriate
visualisation.

Analytics Q&A requires Natural Language Query (NLQ) and supports multiple
languages.

////
if VIP user enter a incident :
The callers name will turn red.
A vip icon will appear next to caller field

/////
Using 'Chart' data type, users can add a 'report' to a form.

////////
Users in groups can be assigned permissions to

* approve, change, or resolve incidents and requests,

* provide a reference for alerts and notifications, and

* receive email notifications'.

'Raise a ServiceNow HI issue' and 'Request a platform upgrade' requires the

ServiceNow Support (HI) access which is not managed by the group permissions in an
instance.
//////////
The view name is listed in brackets next to the record's display name in the form
header.

////
Dashboards are configured using a drag and drop canvas

//////
Reoute incident to appropritae group to reslove incidents related to CI queickly
using "SUPPORT GROUP FIELD"

//////
Business capability reside in "DESIGN DOMAIN" in CSDM

///////////
Creating configuration items (CIs) in the CMDB can be done in the following ways:

1) Direct manual creation via the Configuration application modules.

2) Creation via service catalogue fulfilment processes.

3) Import from an external source.

4) Integration with 3rd party systems.

5) Automated discovery tool(s).

6) Creation triggered by asset management.

7) "Creation via the change management process"

/////////////
Upgrade App, Publish to App Store and Manage Update Set are some of the deployment
permissions that can be assigned to a group

/////////
Setting a User based on Category and Subcategory
Setting an Assignment group based on Category and Subcategory.
Setting an Assignment group and User based on Category and Subcategory
Setting an Assignment group and User based on the Short description

*You should not assignemnt group solely based on subcatorgory*

////////
base system group types:
itil,catalog ,surevey

//////
import sets cannot add data to encrypted fields
////
First page in search event[sys_search_event] --->table name and id ....name and id
like database

////
CMDB use in IT:
.consolidate big configuration item data into single configuration
.regular manatining complex data
.makeing sense of data to drive decisions

/////
You can use the CI Class Manager to add related entries for IRE identification
rules.

////
Incident database views for service managemnt plugin :
incidlent_sla,incident_metric,incident_time_worked

////
ACL --> execute , crwd, edit task relation,edit ci relation,save as template,add to
list,list edit,report on ,report view,personlaize choice

////
business rule are not real time and donot monitor field on a form

////
In Catalog Builder, you can view how a catalogue item appears in a conversational
interface and modify the item if required.

////
Homepages and content pages are not added to update sets by default.

//////
Flow designer plugin actavated by default -->flow designer support

////
Workflow have end activity ,begin activity,node ,transition
But do not have Connector

////request and test api request with REST API EXPLORER

////
according to APM point of view ,application service represent installed instances
/////////
Configuration Management System (CMS) is a set of tools and databases used to
manage an organisation's configuration data.

////////
table and filed are captured in update set

////////
Metric is used to measure and evaluate the effectiveness of ITSM process
Metric can gather data as the data is updated
Metric measures data over time to show past history
Metric definition provides a declarative way of defining metrics and once defined,
the data for the metric is gathered and occurrences of the metric are calculated
and stored

//////////
Base table for storing SLA records is
task_sla

///////
Out of the below listed applications, which will not run natively on smartphones?
1 point
Workflow
User Administration
Self-Service
Service Catalogue

//////
ATUT tan condition

/////high security == secirty admin == ACL

///////////
vir mvc .....multi source cmdb

////
dynamic ==i relationship

////flow desugneer

visualization --> type tab

Report name, Source type and a table or data source ---> Data tab.

////
notification provider:
vfs

virtual agent , script action, flow action

/////
The Import Set Deleter scheduled job cleans up old import set data (i.e. older than
7 days) every day at midnight.

..........
The checked-out workflow(not publishws) executes for the developer who has the
workflow checked out.