1.

The main ui is divided into what three sections - Banner frame, application
navigator and content frame
2. What does the banner frame contain - Logo and global navigation control
3. What does the application navigator contain - Provides links to all application
menus and modules
4. What does the content frame contain - Displays info like lists, forms, home
pages and wizards
5. What's the name of the application navigator search box - Type filter text
6. What's a module and application in the example ... Incident > create new Incident is an application and create new is the module
7. What is the edge - It's new gray toolbar on the left hand side of the screen
8. What are the 5 ways you can search in servicenow - Lists, global text search,
knowledge base, navigation filter, live feed
9. Where is the list search option - Above lists view; let's you narrow down
search
10.Where is the global text search - In the banner
11.T or F searches are case sensitive - False
12.What's the name of text indexing search engine - Zing
13.Where would you change the banner icon and text - System properties > my
company's
14.Where would you change banner color and other colors? - System properties
> CSS
15.What two ways can something in the edge bar be opened? - In a window
flyout or in the window pane
16.What does a list display? - It displays information in a table, organized in
sortable columns
17.What does a form display? - Display information from a record
18.Lists can display how many tables? - One table; however not that it can
reference other tables
19.What is a record? - It is one set of table fields
20.What does the list editor do? - It allows you to update the record without
having to into a form
21.What is a sys_id? - It is a unique 32 character globally unique id used to
identify a record; so, when you send someone an incident link ... The sysid is
within the link
22.Where are bread crumbs in SN? - It's the filter views (i.e., when you run a
report); the more you add the longer it gets.
23.What options do you have for saved filters - You can save to yourself or a
group. Admins can save it to everyone
24.Where do saved filters end up? - Click on the arrow next to the application
and right click select filters
25.What does the search term !*search do - Means does not contain
26.What does !=search do - Does not equal
27.What happens to the gear icon once you've made changes? - It means you've
customized the columns in your list
28.What does the gear in list view allow you to do. - It's a slush bucket that
allows you to add or remove columns just from your view
29.How does a sys admin set list layout view globally? - Go to the list and right
click; select personalize and list layout

30.T or false: resetting the list layout globally will over ride personal
preferences? - False; not out of the box. You can probably blow away a
database record to do that
31.How do you edit a form? - Go to a form, right click and select personalize
form
32.What does the light red form field indicator mean? - A requires field that has a
saved value
33.What does the light green form field indicator mean? - Means the field has
been modified; to retain you have to click save
34.What does the red form field indicator mean? - Its a required field that
requires a value
35.What does the orange form field indicator mean? - Read only data that is not
editable on this form
36.What does a red dashed line indicate in a form field? - That there is invalid
data or a mistyped word
37.What iOS versions are supported for sn? - iOS 6
38.What version of droid is supported? - Android 4.0
39.How do you get to the mobile and tablet version of sn? - Go to your instance
and add the following to the end $m.do ... $tablet.do
40.... e.g., name.servicenow.com/$m.do
41.What functionality do you get from the mobile version of sn? - Application
navigator, labels and favorites, list and forms
42.What do plugins do? - They provide additional optional functionality
43.How do you get to plugins? - Search the navigator for plugins and activate
them
44.What is a user - It's one record stored in the user [sys_user] table
45.What form can a user see their user record - My profile
46.How are users brought into sn? Both account and authentication - Manually in
sn, ldap or sso
47.What type of connection does sn make to LDAP? - A read only connection
48.Sn can integrate with any solution that uses one of the following 5 techniques
- Unencrypted http browser, digest token authentication, SAML 1.1 browser
POST file, SAML 2.0 web browser SSO profile stateless Open ID with signature
verification
49.What is a group? - One record stored in the sys_user_group table; and, it's a
collection of users who share a common purpose
50.What's one way to create a group? - In a user record form, create the group.
ThAt user will automatically be added
51.Why would you create a group? - To assign permissions, identify a subset of
skills for skills assignment, provide a reference for alerts
52.What is a role? - It is one record in the sys_user_role table; and, it's a persona
that is assigned to a group or person, i.e., grant access and assign security
controls
53.What are the SN provided roles? - System administrator, fulfiller, requester,
approvers
54.What does the system administrator role have access to? - All system
features, applications, functions, and data

55.What died the ess requester have access to? - Users can submit requests and
manage their own requests, access public pages, take surveys, and use live
feed and chat
56.T or F: a role does not inherit all the permissions of any other roles it
includes? - False
57.What is the personalize_form role do? - Can manage all form and list changes
58.What's the best practice for assigning roles? - Assign roles to groups
59.What does the ITIL fulfiller role have access to? - ITIL activities associated
with the itil workflow
60.What is a delegate? - Another user designated to receive and interact with
approvals and tasks assigned
61.T or F: the role delegation comes turned on and ready to go out of the box - F:
it's a plugin you have to make sure is turned on
62.What does the skills plugin allow you to do? - You can assign competences to
groups or individuals
63.What tabs will you find in the bottom of a user record by default - Role,
groups ... If skills and delegate are turned then you'll see those tabs too
64.How do you toggle tabs in a form? - By clicking on the toggle tabs icon
65.What's considered best practice when it comes to assigning roles? - Give it to
the group
66.What type of db is sn built on? - MySQL
67.What does a db table contain? - Records
68.What does a db record contain? - Fields
69.What is a db field? - It's a column in the record. It's where you store individual
pieces of data
70.How does a table organize data? - By rows, records and fields
71.How could you modify a field? - With a form or list editor
72.What are the two most commonly used core tables? - Task [task] and
Configuration item [cmdb_ci]
73.What are the 5 most common extended tables off of task? - Incident,
problem, change_request, sc_request, sc_req_item
74.What are the 3 most common extended tables off of cmdb - Sys_user,
sys_user_group, kb_knowledge
75.Where can you get a list of existing tables, with column, column attributes
and indexes? - Tables & Columns
76.What is the primary use of the tables & columns module? - To view the
schema map
77.Aside from viewing the schema map ... What else can you do in tables &
columns module? - Create a new table or edit an existing table, create a new
application or browse existing applications, delete all records from a table
78.Who has access to schema maps and tables and column module? - Only
administrators
79.How are tables related to each other? - One to many, many to many,
extensions, db views
80.What are three examples of one to many db? - Reference fields (caller id can
be pulled from many in user table); glide list (multiple records from a table
like watch list can have multiple users); document field id

81.What is an extended table? - It's a table that includes all the entries from the
parent table and unique values
82.What are the mechanics of making extended tables - Create a new table and
fill out he extend table field. You can only do this when creating the table
83.What related tables does the schema map show? - Class extension or
reference
84.On the schema map, boxes that have green or blue bars are what? - Have
been extended
85.Tables that have red bars in the schema map are what? - Referenced tables
86.How are referenced fields identified in sn? - With a reference lookup icon ...
Think of the caller field. You can look them up.
87.What's in the data dictionary table? - It defines every table and field in the
system. It contains information about a field's data type, character limit,
default value, dependency and other attributes
88.How does the field type collection behave? - It's the control record of the
table and determines whether the table will be audited, default sorting,
attributes of table and how it will behave when it is a reference field
89.What does a dictionary override do - It provides the ability to override several
aspects of a field in extended tables
90.What's a good use case of extend tables? - You want the default value of
incident to be different from task. Because the task field state controls default
value. On task it's set to one. We'll you would use a dictionary override to
change the default value for incident ... Great video in sn wiki
91.What are the default values for the numbering? - Starts at 1000 and has 7
characters
92.Sn automatically provides numbers for which tables? - Incident, problem,
change, request and knowledge
93.Where do you manage record numbering? - System definition > number
maintenance
94.What db field stores the record number? - Sys_number
95.What tables can't be deleted? - Base tables, e.g., task, cmdb_ci
96.How would you delete a custom table? - Go to system definition > table and
click on delete all records in table. You'll get a few "are you sure prompts"
97.When you delete a table what else gets deleted? - Records, choice list items,
forms, form sections. Lists. And related lists, reports, gauges and reference
fields
98.What is the app creator? - It allows citizen developers to create apps
99.How do you work on your app - After creating it ... Select it as your current
application and begin developing
100.
How do you deactivate an application? - System applications >
applications ... Open the app record and uncheck the active check box
101.
What else happens When you make an application inactive? - All
associated menus, modules, and ACLs are set inactive
102.
What are the two ways you can access the application creator? - Either
go to system applications > create application; or, click on the create new
application icon in the banner next to application
103.
When you create a new app ... What automatically gets created? Roles, menu and files under related links ... But not a table

104.
Where would you add a table for a new application? - Go to the
application. Click on the table tab and click new
105.
Where would you add a module for a new application? - Pick the
application from the picker in the banner. Click on the gear so that you bring
the application up. Click on the modules tab and add new.
106.
What are the major steps to building an application? - Create it, add a
table, add fields, add a module to use a form
107.
What is an import set? - It's a took used to import data from various
data sources, and it maps that data in servicenow tables
108.
T or F: all users can manage and setup import sets - False: only users
with the admin role
109.
What happens if the data being imported by an import set is the same
as the data in the table? - It skips it
110.
What external sources can you import using an import set? - Jdbc, http,
FTP, excel, cab, XML
111.
How would you import data from LDAP? - Through leap server record
configuration ... Not an import set
112.
What function does the import set table serve? - It's a staging area for
records imported from a fat source
113.
What does the transform map do? - It determines the relationship
between fields displaying in an import set table to fields in an existing
ServiceNow table
114.
What is the auto matching functionality of the transform map? - It
looks at the column names in the import set table and automatically matches
to production table columns
115.
What parts of SN are designed to be integrated with? - Cmdb. Incident,
problem, change, user administration, and single sign on
116.
What are best practices of importing data into SN? - Know what you're
bringing in and where it should be placed; verify the data before you import;
remove obsolete data
117.
What are the 4 major steps of importing data into sn? - Load the data
into an import set table; create a transform map to match. What's going
where; run transform; cleanup the import set table
118.
What does specifying a coalesce mean? - The field or fields you specify
will be used as a unique key
119.
Where would you go to start an import set? - System import sets >
load data
120.
Where would you to do a transform map - After you import using load
data ... Under next steps you'll see a link to create transform map
121.
T or F: transform maps can only be used once - false ... You can use
them over and over to bring data over
122.
How does automating in an import set work? - It takes the names of
import set table headings and matches it against the existing column field
names
123.
What does the mapping assist utility do for an import set? - It let's you
align what fields are going with what
124.
What happens if a match is found with the field that's been marked
coalesce? - The existing record will be updated with the new information

125.
Where would you go to clean up and remove a used import set table? System import sets > import sets tables > cleanup
126.
T or F: asset and CIs are often the same entity but information about
them are expressed differently - True
127.
Itil says that asset information is used for? - Valuing, depreciating,
determining, cost allocation strategy
128.
What is a ci? - A tangible device or intangible dedicated software in the
CMDB
129.
Why is it better to manage machines in the cmdb than assets? Because the data gets stored somewhere that can take advantage of other sn
tools, e.g., if a card on a switch goes down the. Who's affected?
130.
What is a business service map? - It's a tool that allows you to see a ci
and everything that's needed to support it (upstream) and everything it
supports (downstream)
131.
What is a cmdb according to sn? - It's a series of tables that contain all
the assets and business services controlled by your company as well as their
configuration
132.
What are the two main cmdb tables? - Cmdb_ci (all basic attributes)
and cmdb_rel_ci (CI relationship between CIs)
133.
What are the two base tables in SN? - Task and cmdb_ci
134.
What is a schema map? - It displays the details of the cmdb ... Showing
the relationships between ci
135.
What does inheritance do for extended tables? - It allows child tables
to share fields from a single source
136.
If a table is extended, but itself is not an extended table, it's called a Base class
137.
How do you populate the CMDB? - Discovery, import sets, integrate
with cmdb, web services, help the Helpdesk, manual
138.
Where would you go app navigator to add a server to the CMDB? Configuration > servers > all and click add new
139.
Where can you access the knowledge base from? - Any form that has
the know icon: ESS self service; ITIL users can get it through self service and
Service Desk; admins and knowledge managers have additional ability with
other modules
140.
How can you populate the knowledge base? - Manually, from the
service catalog record producer, automatically from events, most
importantly, from incidents or other tasks
141.
Give an example of an automatically created event driven know article
- Server outage triggers a kb news item
142.
What are the notable kb db fields? - Topic, category, valid to,
attachment link, workflow, roles, article type
143.
What does the article type field do in the KB form? - Let's you pick
between an HTML and wiki editor for writing your article
144.
What happens to kb articles that are flagged? - They end up in the
flagged article section; you'll also see any feedback someone left
145.
T or F: the knowledge base can only be viewed by someone logged into
to sn - False a kb can be both public and private. By default it's set to
private so only logged users can see it

146.
T or F you can limit SN access by IP ranges - True you can make your
SN instance only available to certain instances
147.
What does the kb search icon look like? - Blue book
148.
What does a service catalog do according to SN? - It's an ordering
system for goods and services (i.e., one stop shopping); access to service
desk; where you get help and training
149.
What are the major components of the SN service catalog? - Record
producers (builds system components associated with the request), items,
variables (help the shopper), order guides (to bundle items), and workflows
150.
What is a record producer? - It's an interface used to create service
catalog records; an alternative to lists and forms
151.
What can the record producer be used for? - Workflow based things
request emergency change, wizards, etc
152.
What does requesters see when they go to the service catalog? - Self
service items
153.
What do Fulfiller ITIL users see when they access the service catalog? They can see open records: requests, items & tasks
154.
What do admins see when they access service catalog? - Everything:
catalog definitions, policy and variables
155.
How do you get to the categories on an incident and other tables? - Go
to system definition > choice list
156.
What are the out of box progress stages for a request? - Waiting for
approval > approved > pending > completed
157.
What can you do with a service catalog item once it's built? - Publish it
to the service catalog; group in an order guide; show users questions and
choices
158.
In regards to service catalog ... What are variables? - They define the
questions to ask the end user ordering the catalog item
159.
In regards to service catalog ... What are service catalog variable
types? - Common web elements: multiple choice, select box, single line text,
reference, checkbox
160.
What is a variable set? - It's a container with variables. You can reuse
the sets.
161.
Where would you create a variable set? - Service Catalog > Catalog
Variables > Variable Sets
162.
What is an order guide? - It allows user to order everything they need
for one particular type if user
163.
Where would you add a device catalog item in SN? - Service Catalog >
catalog definition > maintain items and click new
164.
Where would you add options (e.g., memory) to a service catalog? - Go
to the items and add choices under the variable tab
165.
Where would you go to add an order guide? - Service catalog > catalog
definition > order guides and click new
166.
Where would you create the order guide choices/questions (e.g.,
department)? - Go to the order guide and go to the variables section. Click
new
167.
Where would you create the rules for an order guide (e.g., dept =
sales)? - Go to the order guide and click on the rule base tab

168.
What is a workflow? - It's a virtual representation of activities
consisting of connected steps planned out in a sequential manner
169.
What are workflows primarily used for? - To automate a sequence of
activities
170.
What db field does the workflow keep progress? - In the stage field in
sc_req_item
171.
What two workflow stages for sc_req_item are available out of the box?
- Request Cancelled and Completed
172.
Where do you create a workflow? - In the graphical workflow editor
173.
What are the three basic elements of a workflow? - Approval,
notification and task
174.
What table does the service catalog workflow sit on - Sc_request
175.
T or F: all workflows absolutely must have a beginning and end - True
176.
Where would you go to view an existing workflow? - Workflow >
workflow editor
177.
What do you have to do to a workflow to edit it? - You need to check it
out; this prevents errors
178.
What is a workflow activity? - It's the blocks that organize the
individual actions the workflow performs as it runs.
179.
What are the major workflow activities? - Approvals, conditions,
notifications, tasks, timers, utilities
180.
Who does service catalog purchase approvals go to? - Whoever is
listed as your manager in the user table
181.
What table are SLAs kept? - Contract_sla
182.
What are SLAs according to ServiceNow? - A set amount of time for a
task to reach certain conditions. If the SLA task does not reach certain
conditions then it's marked as breached
183.
What are are the four components that drive the SLA plugin - SLA
definition, task SLA, SLA workflow and SLA automation
184.
What are are the type of SLAs? - SLA, OLA & UC
185.
Where would you define OLAs and UCs? - In the task SLA form
186.
In what table are the individual tasks stored? - Task_sla
187.
What is the only difference between defining an SLA and OLA/UC? - You
fill in a different value for type field
188.
What are some important fields in the SLA form? - Retroactive start
(when to start), duration (user specified). Duration type (2 business days),
schedule (what's a work day), timezone, conditions (start, stop & pause)
189.
How do you get to a SN report? - Reports app > view/run; right click on
the list menu do do bar or pie chart; add then to the homepage gauge
190.
What is a gauge? - It's a mapped graphic image on the home page;
when you click on a section of the graph it links to a list; it's a refresh able
widget
191.
What tables can you not run reports on? - System tables: sys_audit,
syslog, syslog_transaction, sys_attachment and sys_email
192.
Before you make a gauge ... What must you do? - Make the report that
will feed the gauge
193.
What are the main tools you can use to tailor servicenow? - UI policy,
data policies, UI actions and scripts

194.
What is a UI policy? - It's a rule that applies to a form to dynamically
change form information or the form itself
195.
Here do UI policies run? - On the client side (browser)
196.
What is a data policy? - Enables admins to set mandatory and read
only states for fields and can enforce data consistency across applications.
You can set import data as read only, e.g., user info
197.
T or F UI policy is only enforced on data that phases through the
browser and UI - True
198.
What is a UI action? - It's the method to out buttons, links, and context
menu items on forms and lists, making the UI more interactive, customizable,
and specific ton user activities
199.
When creating a YI action in the form there is an order field ... What
does that do? - It determines the order of when buttons get displayed
200.
What is a business rule? - It's JavaScript configured to run when a
record is displayed, inserted, updated, deleted, or when a table is queried
201.
T or F Like UI policies ... Business rules can monitor fields on a form false
202.
T or F most customizations of system behavior is done using UI policies
- false it's business rules
203.
Where do business rules run? - On the server, but can be client
callable. If that setting is checked then you can use AJax on the client side
204.
T or F business rules are real time - false they are not real time.
They do not monitor fields on a form; they monitor records as they are
inserted or updated
205.
What should you consider before marking a business rule global? Business rules marked as running on table global are loaded and initialized at
the beginning of each interaction between user and platform. This is a bad
practice and will slow system response
206.
What is a client script? - Client scripts are shipped to the client (the
browser), and they run there instead of on the server. You can use JavaScript
207.
What client script is supported? - OnLoad, onChange, onSubmit,
onCellEdit
208.
What do client request + server response = - Round trip
209.
T or F SN recommends to not use client script if you can use UI polices
or access controls - True security concern
210.
How do client script execute? - OnCellEdit, onChange, OnLoad,
onSubmit
211.
Where would you create a UI policy? - Go to the form, right click on the
form header and select personalize > UI policies
212.
Where would you create a business rule? - Go to a form (e.g., incident
form) and right click on the banner. Select personalize > business rules.
There you'd set the name and a few other variables ... Add a script
213.
What does CRUID stand for? CRUID operations on a table - Create,
Read, Update, Delete
214.
SN provides service levels of security for end users for what? Application and module access; table and field access
215.
What are applications and modules secured by? - Roles, e.g. Only a
user that has the ITIL role can access the change management application

216.
What happens if the role field in an application is left blank? - All SN
users of that instance will see it.
217.
What would happen if a user didn't have role access to an application
and a module role field was left blank? - They wouldn't see it because it's
nested under application
218.
What is contextual security? - Through access controls ... Controls
every level in the SN object hierarchy. You can control specific tables and
fields.
219.
T or F users can not read, write, create, or delete data unless access
controls are in place to explicitly allow those actions - True
220.
Access to tables and fields are governed by - System property and
access control
221.
What is an access control? - It is a security rule defined and set at the
row level and the column level, and it is executed when attempting to access
any SN table
222.
What is an Access Control List (ACL)? - It's a bunch of access controls
for a table, i.e., show me all access controls for table
223.
What are the two core components of an access control? - What is
being secured (row or table) and the rights to it
224.
ACLs are set a what level? - Row.level (access to then record) and
column level (access to the field)
225.
When you give access to a database row via ACL ... It is said that
you're giving _____ access - Record
226.
When you give access to a database column ... It is said that you're
giving _____ access - Field
227.
ACLs can be defined I. What three ways? - Conditional expressions (if
this then), scripts and roles
228.
T or F when evaluating ACLs ... If the system finds two rules for
incident.number (field) ... If either is true then access is allowed - True
229.
T or F if a row level and a field level rule are in conflict, both rules must
be met before an operation is allowed - True
230.
What 3 security modules does an admin use? - System properties >
security; system security > access control; system security > high security
settings
231.
What type of security access does an admin need? - Security_admin ...
It consolidates security settings to one streamlined interfaces and adds
concept of elevated privilege
232.
Where would you go to limit access to an application? - Pull it up in the
application navigator, right click and click on edit application menu
233.
T or F make sure you're logged in as admin when creating an access
control - False in order to create access control rules, you need to activate
security_admin elevated privileges
234.
What is a SN event? - It is an indication to the ServiceNow processes
that something notable has occurred, e.g., approving a request, workflow,
etc.
235.
What are events caused by? - User action and scripts
236.
How many events are in a baseline implementation? - 235
237.
What table are event definitions kept in? - Sysevent_register

238.
What is the event queue? - It's a table containing a record of every
generated event
239.
Where would you go to see if an admin impersonated another user? To the event queue and look for impersonation in the name field
240.
What's the most common way for generating an event? - Using
business rules or workflow activities
241.
What is a notification? - It's a tool for alerting user that events that
concern them have occurred
242.
T or F like business rules ... Notifications can be created when a
record is inserted or updated - True
243.
Notifications can use which methods to send notices? - Email, SMS,
meeting invitation
244.
What are the 5 things that have to be done for notifications to work? Configure email, create events and business rules, create the email
notification, configure subscription based notifications plugin, use inbound
email actions to perform various actions
245.
Where would you update a email notification? - System policy > email
> notifications
246.
What is dot walking? - It's a way a saying what db and field are you
referencing, e.g., assigned_to.manager
247.
What does a registry entry do? - A registry event is required in order to
generate a notification for an event
248.
Where you go to see if an email went out? - System logs > emails
249.
What is an update set? - It's a group of customizations that can be
packaged and moved from one instance to another; it's really a point I time
XML snapshot of the record
250.
How does an update set work? - It writes every change (to tracked
tables) to the customer update (sys_update_xml). Use an update set to
migrate your code
251.
What is not captured in an update set? - Entered data is not captured;
examples: modified CIs, data records, new data records, users and groups ...
Schedules and scheduled jobs
252.
What is captured in an update set? - Business rules, client scripts,
fields, forms and form sections, reports, tables, views and workflows
253.
What one area do you manually have to add to an update set? Homepage
254.
T or F you cannot revert update set versions - False you absolutely
can roll back changes
255.
What are best practices for rolling out update sets? - Have a an, know
what's being developed and make sure admins are aware; include many
changes into one update
256.
T or F update sets cannot be merged - False they can be combined
between users
257.
What happens if two merged update sets are modifying the same
object? - The newest one takes precedence
258.
How does an admin get elevated privilege? - By clicking on the key in
the top left corner

259.
What can you do with a UI policy? - Set fields on a form from to visible
or hidden; editable or read only; optional or mandatory
260.
What does the attachment functionality in a kb article do? - It displays
the contents of the attachment instead of the text in the form
261.
How would you kick off a new update set? - Go to system update sets
> local update sets and click new ... Make your changes ... Then go to local
update sets and mark it complete
262.
How would you import an update set? - Go to system update sets >
update sources and point it to your instance ... Bring it over then go to
retrieved update sets and commit update set
263.
What are the three SN release types? - Feature release, patch release
and hotfix
264.
ServiceNow runs on what type of web server? - Apache Tomcat
265.
T or F you cannot prevent upgrades to your instance - False you can
block an update by emailing SN ... You need to give them 5 business days
266.
What two states are current releases available in? - General availability
(GA) and controlled availability (CA)
267.
What do hot fixes fix? - Problems with feature release
268.
What does a patch release fix? - Combines hot fixes from last feature
release and does other fixes.
269.
What does a feature release fix? - It takes all hot fixes and patch fixes
since the last feature release
270.
How many days notice does SN send out for major upgrades, e.g.,
Dublin to Eureka? - 30 days
271.
What gets skipped during a major upgrade? - Any record that has been
altered from the base state. The upgrade app looks at the customer update
table (e.g,, sys_update_xml)
272.
Where are your SN customizations tracked? - Any record that has been
updated is kept in the customer update table (e.g,, sys_update_xml)
273.
Where can an admin go to look at every upgrade ever made to SN? System diagnostics > upgrade history
274.
T or F the upgrade history module helps an admin locate and resolve
upgrade conflicts by reverting customizations to the base version if necessary
- True
275.
Where can an admin go to see what release is running on an instance?
- System diagnostics > stats > stats
276.
Where would you look to confirm that your instance was upgraded? System logs > events and find system.upgraded event
277.
Where would you to add a notification that your system was upgraded?
- Go to system policy > notifications and find the system upgraded event.
Set it up to email whoever
278.
What 4 things make up perceived performance of your SN instance? Application server response, network latency, browser rendering and
parading, and instance cache
279.
In re: to performer issues ... What is application server response? - The
time for the application server to process a request and render the resultant
page

280.
In re: to performer issues ... What is browser rendering and parsing? The time for your browser to render the HTML and parse/execute JavaScript
281.
In re: to performer issues ... What is instance cache? - The amount if
system resources available for processing
282.
Where would you look to see system performance? - Instance log vital
statistics on every transaction @ system logs > transactions
283.
How would find the max and average response for SQL, network and
browser performance? - In the system log > transaction list ... Right click on
the header and go to personalize > list calculations ... Select maximum and
average value
284.
What is the response time indicator? - It displays the processing time,
including the total time, network latency and browser rendering and parsing
285.
Where can you find the response time indicator? - In the right hand
corner of forms and lists
286.
What is a healthy total response time for Network, browser & server? 3 seconds, on average
287.
What is a healthy server response time? - 800ms on average
288.
Where would you go to monitor your server? - You can type stats.do in
your browser or go to system diagnostics > stats > stats
289.
What key metrics should use to baseline and monitor your server? Memory, response time & available semaphores
290.
T or F stats.do is showing you average memory use - False it's a
snapshot in time of what's happening
291.
What's a good range to be in for server memory? - 1060% ... You
shouldn't be under 10% for an extended period
292.
What is a semaphore? - Semaphores control the number of user
transactions that can be run in parallel. It makes sure there aren't too many
things running at once.
293.
When is semaphore setup and what's that number based on? - Set at
implementation and based on size and load
294.
What are the social IT components? - Chat, service desk chat, live
feed/company feed
295.
How would you remove a message from the social IT feed? - Go to
social IT > feed administration > messages ... Select the message and mark
it deleted in the state field
296.
What is the application navigator search field called? - Navigator filter
297.
T or F Every unique record in SN has a 16 character unique identifier False it's 32 character
298.
What is the list mechanic? - It's a gear icon located in top left hand side
every list. It allows you to add columns (via slush bucket) to the current list
you are on
299.
What does clicking on the submit button on a form for the first time
do? - It updates the db fields and brings you back to a list
300.
How do you get to the mobile version of your instance? - Go to
yourinstance.servicenow.com/$m.do
301.
How do you get to the tablet version of your instance? - Go to
yourinstance.servicenow.com/$tablet.do
302.
T or F You cannot deactivate a plugin. Once it is on ... It's on - True

303.
What's the user database? - Sys_user
304.
What are the three ways you can bring users into your SN instance? SSO, LDAP and manual import
305.
What does the skills management plugin do? - Skills based routing
within SN
306.
How many tables are in SN out of the box? - 1294
307.
What does the first field in a list do when you click on it, e.g.,
incident0010016? - Takes you to form for that record. If you click on other
fields like user ... Then it will go to a different form like user
308.
T or F LDAP data is brought over via an import set? - False it's a
special data set brought over using a different module
309.
What would happen if you pointed your browser to instance.service
now.com/incident.do - You'll go to a blank incident form
310.
Why shouldn't you use a global rule? - Because it runs on every record
and transaction. It's unnecessary overhead for your system.
311.
How can you preview a workflow? - By checking it out. You don't have
to publish it to test it
312.
What is SN cloning? - It's a way to copy an entire instance to another
instance, use case would be refreshing dev to be like prod
313.
What db are all the customizations that you made kept? Sys_update_xml
314.
How can you test a business rule that you made? - Check the server
response. If it's more than 800ms then it's a problem
315.
What type of users is CA releases recommended for? - Early adopters