Imp Imp

1.
What is the name of the ServiceNow General Statistics

page?
a. Statistics.do
b. Stats.do
c. System.do
d. Home.do
b. stats.do
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2. Where can you go to see general system diagnostics
info?
a. System.do
b. System Diagnostics > Diagnostics Page
c. General System.do
d. General.do
b. System Diagnostics > Diagnostics Page
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3. How would you implement StartNow using a large
number of teams with their own stories and sprints?
a. Separate Products each with their own stories, sprints

b. Single Product merging all sprints
b. Single Product merging all sprints
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4. How many calls are there to the server in this Business
Rule:
Do an Async GetReference, callback goes to - 2 Gel
statements, 3 setValue statements?
a. 1
b. 2
c. 3
d. 4
a. 1
More Info: 'gel' is simply a shortcut
'gel' is simply a shortcut for 'document.getElementById',
which is standard javascript. You would use it in client scripts
mostly. Search the
web for more info. Here's one example.
1. GlideRecord IS a Server Call

2. Async GetReference IS a Server call
3. Gel statements are NOT a server call
4. setValue statements are NOT a server call
Based on that gel and setValue statements should not

generate a "Server" call..
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5. What tasks are done in Prepare phase?
a. Create SSO,Groups, Locations, Roles,Scrum/Planning

b. Create SSO,Groups, Burn down rate
c. Meeting Kick-Off, Stragtegy Plan
d. Show and Tell demo
a. Create SSO, Groups, Locations, Roles, Scrum/Planning
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6. What section can't be setup to use an Order of Execution:
a. UI Policies
b. Business Rule
c. Script Actions
d. Client Scripts
d. Client Scripts
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7. When a 3rd party consumes the SOAP message and
updates information in ServiceNow:
a. ServiceNow is a consumer
b. ServiceNow is a publisher and a Provider
c. ServiceNow is both a consumer and publisher
b. ServiceNow is a publisher and a Provider
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8. When consuming a ServiceNow Web Service you would:
a. Create an Inbound Web Service application

b. Create an Outbound SOAP message handler
c. Create an ECC queue connection to MID
d. Create a VPN connection to central cloud server
b. Create an Outbound SOAP message handler
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9. Scheduled Imports of all types of data are called?
a. Import Set
b. Loads
c. Scheduled Imports
d. Scheduled jobs
a. Import Set
More Info:
Cancelling an Import Set
To stop a scheduled import that is taking too much time
From http://wiki.servicenow.com/index.php?
title=Importing_Data_Using_Import_Sets
NOTE: Scheduled Imports are only used for LDAP...

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10. Two integral parts of an LDAP implementation:
a. Data Sources and Data Population

b. Data Population and Authentication
c. Data Import and Data Export
d. Import Set and Transform Map
b. Data Population and Authentication
More Info: Integral = Necessary to make complete; essential

to function or fundamental: "integral sections".
http://wiki.servicenow.com/?title=LDAP_Integration
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11. What is the best (most efficient) method to make a
server call using a client script?
a. AJAX Glide query

b. Glide Record Lookup
c. Business Rule
d. Script Include
a. AJAX Glide query
More Info: 3 Minimize Server Lookups

The top ways to get information from the server are
g_scratchpad, and asynchronous GlideAjax lookup.
The primary difference between these methods is that
g_scratchpad is sent once when a form is loaded (information
is pushed from the server to the client), whereas GlideAjax is
dynamically triggered when the client requests information
from the server.
Other methods, GlideRecord and g_form.getReference() are
also available for retrieving server information. However,
these methods are no longer recommended due to their
performance impact. Both methods retrieve all fields in the
requested GlideRecord when most cases only require one
field.
title=Client_Script_Best_Practices#Minimize_Server_Lookups
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12. What should you never do in a business rule when it is
set to run "before" database transaction:
a. gs.update
b. gs.eventQueue("event")
a. gs.update
More Info: Before Versus After Business Rules and
current.update()
The function current.update() is unnecessary in a business
rule that executes before the database activity. Use of this
function causes double updates and therefore double events.
All changes to the current record should be made in before
business rules, which then lets the system
update the record. Any after business rules should only react
to the update to do things like create events or update
related records (like the incidents related to an updated
change), and therefore should not use current.update().
title=Business_Rules#Business_Rule_Scripting
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13. What would use use in a business rule to check for
NULLS?
a. .Nil()
b. .NULL()
c. .Empty()
d. Nada()
a. .Nil()
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14. What are the steps in order for StartNow?
a. Plan, Discover, Prepare, Deploy, Operate, Transform

b. Prepare, Discover, Plan, Deploy, Transform, Operate
c. Discover,Prepare, Plan, Deploy, Operate, Transform
d. Plan, Prepare, Discover, Transform, Deploy, Operate
a. Plan, Discover, Prepare, Deploy, Operate, Transform
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15. What is the main person in SCRUM responsible for
escalations, etc.
a. Engagement Manager
b. Practice Manager
c. Business Process Consultant
d. Process Owner
a. Engagement Manager
More Info: The ServiceNow engagement manager:

• Establishes the project cadence (daily/weekly meetings &
calls) and agrees with the customer project manager when
and where these should occur
• Kicks-off the project and runs kick-off meetings
• Loads the StartNow tool set
• Organizes the System Administration training if purchased
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16. What does the Client Transactions page show?
a. Granular updates client has made

b. All Update Sets
c. End User Web Transactions
d. A list of Client IP Addresses that have accessed the
system
a. Granular updates client has made
More Info: Installing the plugin adds the module Client

Transactions to the System Logs application, which provides
a list of every logged transaction
between client and server within the last day.
title=Client_Transaction_Timings
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17. Where would you go to see alll of the things that were
updated in an Upgrade?
a. System Updates -> Upgrade

b. System Updates -> Update Sets
c. System Diagnostics - > Upgrade History
d. System Diagnostics -> Update History
More Info: An upgrade history record is created for each
upgrade that is run. To view an upgrade history record,
navigate to System Diagnostics > Upgrade
History.
From <http://wiki.servicenow.com/index.php?
title=Upgrade_History>
c. System Diagnostics - > Upgrade History
More Info: An upgrade history record is created for each

upgrade that is run. To view an upgrade history record,
navigate to System Diagnostics > Upgrade History.
title=Upgrade_History
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18. VPN connection is used when?
a. Even though there is a VPN it isnt used

b. Only used when ServiceNow connects to YOU
c. When you connect to ServiceNow
d. When you connect to ServiceNow or ServiceNow connects
to you
b. Only used when ServiceNow connects to YOU
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19. Clients inform you that Incident numbers are showing
"gaps" how would you configure it so that ServiceNow
utilized numbers sequentially?
a. Create custom string field and business rule to increment

the numbers
b. ServiceNow does not have this capability
c. Set ServiceNow to "Increment" numbers
d. Create a Business Rule to get this functionality
c. Set ServiceNow to "Increment" numbers
More Info: By default, numbers are generated every time a

new record is created. When records are created but not
saved, a gap in the numbering is created.
To generate numbers only when records are saved, navigate
to System Properties > System and set the property Assign a
task number only upon
insert (prevents unused numbers) to true.
title=Managing_Record_Numbering
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20. When running Log(message) in scripts which logs does
ServiceNow update?
a. All Contexts
b. Event Log
c. System Log
d. Script Logs
c. System Log
More Info:
http://wiki.servicenow.com/?title=GlideSystem
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21. Where would you setup a custom table for Firewalls if
the customer didn't want to use the default?
a. Extend cmdb_ci table

b. Extend asset table
c. Create a new asset table
d. Add a new column to the asset table
a. Extend cmdb_ci table
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22. What is true about the Task table
a. The task table is extendable, but is not an extension of

any tables
b. The task table is not extendable
c. The task table is extendable and is an extension of other
tables
a. The task table is extendable, but is not an extension of any
tables
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23. What is best monitored for client perceived
performance?
a. Application server, network latency and capacity, browser
rendering and parsing
b. Database Server, network latentcy, browser rendering
and parsing
a. Application server, network latency and capacity, browser
More Info: https://wiki.servicenow.com/index.php?

title=Troubleshooting_Performance
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24. What protocol would be used to create a Secure Active
Directory implementation?
a. LDAPS
b. LDAP
c. SMTP
a. LDAPS
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25. Which of the following is tracked in an Update Set?
a. All workflows
b. No workflows
c. only checked out workflows
d. Non-checked out workflows (only published workflows)
d. Non-checked out workflows (only published workflows)
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26. Update sets will record which of the following?
a. All data updated

b. tasks and related data
c. All configuration Changes except non-published
workflows
c. All configuration Changes except non-published
workflows
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27. Using a Record Producer, how to get the variable data
from client script?
a. Producer.variable
b. getVariable("variable_name")
c. getValue("variable_name")
c. getValue("variable_name")
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28. When creating an Application, tables, fields; and only
giving ITIL users access to Application and module, which is
true about permissions?
a. ITIL users will only be able to see App and module but
nothing with CRUD allowed
b. ITIL users will be able to see App and module and do all
CRUD functions
a. ITIL users will only be able to see App and module but
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29. When creating an Application, table, fields; and only
giving Admin users access to App and module, which is
true about permissions?
a. Admin users will be able to see App and module and do

all CRUD functions
b. Admin users will only be able to see App and module but
a. Admin users will be able to see App and module and do all
CRUD functions
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30. If the client wants a custom Short Description field that
is always populated with a default value in the Task table
(default table) then how would this be done?
a. Can have both a default task table short desc, and a

custom field called short description, can set the custom
field to have a default value of "x"
a. Can have both a default task table short desc, and a
custom field called short description, can set the custom field
to have a default value of "x"
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31. How would you set a field to not be audited in an
audited table?
a. Remove checkbox from audited field

b. set field to "no_audit = true"
a. Remove checkbox from audited field
More Info: Overview

ServiceNow tracks incident, change, and problem history in
the sys_audit table. Enabling auditing tracks the creation,
update, and deletion of audited records. In addition, auditing
activates the History context menu entry. It is not possible to
audit individual fields without auditing the entire table. It is
possible, however, to hide certain fields from the audit using
a dictionary attribute.
Auditing a Table
1. Navigate to System Definition > Dictionary.
2. Select the table to audit. For example, cmdb_ci_computer.
3. Select the dictionary entry for the table. The table name
always has an empty column name and the type of collection.
4. Check the Audit check box.
5. Click Update.
Note: By default, the system does not audit records from
system tables. To audit a system table, add it to the list of
tables in the glide.ui.audit_deleted_tables property list.
To enable auditing for a table:
Since some tables "extend" others tables, be sure to turn on
auditing for the higher level table so you track updates to the
proper record. For example, the incident, problem, and
change_request tables all extend the task table.
title=Turning_on_Auditing_(History)_for_a_Table
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32. What best Describes the System Dictionary
"sys_dictionary" table?
a. Table of information containing data types, keys, labels,

attributes etc.
a. Table of information containing data types, keys, labels,
attributes etc.
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33. What happens when there is a low level ACL and a field
level ACL on a table?
a. Both ACLs have to be true to make the insert

b. Field ACL have to be true to make the insert
c. Table ACL have to be true to make the insert
a. Both have to be true to make the insert
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34. What is one scenario when you would not want to
perform an Async call for getReference in a Business Rule
or Client Script?
a. When you want to use Alert functionality

b. You would never want to do this
a. When you want to use Alert functionality
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35. How would you implement a consumed SOAP message
in your form?
a. UI Policy
b. Business Rule
c. Client Script
b. Business Rule
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36. What Protocol Does ServiceNow use for Incoming Email?
a. SMTP
b. POP3
c. IMAP
b. POP3
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37. What Protocol Does ServiceNow use for outgoing Email?
a. SMTP
b. POP3
c. IMAP
a. SMTP
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38. How would you best make sure that Data is kept in a
uniform Manner?
a. Data Policy
b. UI Policy
a. Data Policy
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39. Where would you go to see the current release
information?
a. System Diagnostics > Stats

b. System Properties > Release
c. System Diagnostics > Home
d. System Updates -> Upgrade
a. System Diagnostics > Stats
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40. What is calculated as the Sprint Burn down Rate?
a. Story points set as Completed versus total points in the
Release
b. Sprint points set as Work in Progress
c. The burndown chart allows the team to see how much
work is done and how much remains during the sprint. It
Shows remaining work in the sprint backlog which is based
on the number of story points started with in the sprint
versus points remaining of stories that were not marked as
Complete.
c. The burndown chart allows the team to see how much
work is done and how much remains during the sprint. It
Shows remaining work in the sprint backlog which is based
on the number of story points started with in the sprint
versus points remaining of stories that were not marked as
Complete.
More Info:
https://community.servicenow.com/people/SimonMorris/blo
g/2012/09/05/2455
From https://wiki.servicenow.com/index.php?
title=Scrum_Process_Flow
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41. What is the maximum length of time allowable for
"good" Ping times
a. 100 ms
b. 250 ms
c. 500 ms
d. 1000 ms
b. 250 ms
More Info: https://wiki.servicenow.com/index.php?

title=Troubleshooting_Performance
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42. At what Layer does the "Extended Tables" happen?
a. Application
b. UI Layer
c. Software
d. Database
d. Database
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43. At what Level are "ACLs" applied?
a. Object
b. Software
c. UI Layer
d. Database
a. Object
More Info:
• The object being secured
• The permissions required to access the object
ServiceNow uses access control list (ACL) rules, also called
access control rules, to control what data users can access
and how they can access it. ACL
rules require users to pass a set of requirements in order to
gain access to particular data. Each ACL rule specifies:
ServiceNow searches for ACL rules that match the object the
user wants to access. If there are no matching ACL rules for
the object, then the object does not require any additional
security checks. By default, ServiceNow provides ACL rules to
restrict access to all database and personalization
operations.
After finding a matching ACL rule, ServiceNow evaluates if
the user has the permissions required to access the object. If
a user meets the ACL rule permissions, the instance grants
the user access to the object. If a user does not meet the ACL
rule permissions, the instance denies the user access to the
object.
From <http://wiki.servicenow.com/index.php?
title=Using_Access_Control_Rules>
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44. If an SLA is setup to record (8-5 Weekdays), which
statement is correct?
a. It will count time during these hours

b. It will NOT count time during these hours
c. It will count time during the times outside of these hours
d. It will count time according to the parent schedule and
use these hours as exceptions
a. It will count time during these hours
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45. Which one of the following protocols is being used for
communication between the MID Server and ServiceNow?
a. HTTP
b. HTTPS
c. LDAPS
d. FTP
b. HTTPS
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46. Which one of the following will speed up the loading of
a form page?
a. Reduce number of client scripts

b. Increase the number of client scripts
c. Create additional Business Rules
d. Add additional Elements to your UI Policy
a. Reduce number of client scripts
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47. At what stage is Burn Down Rate ran?
a. Deploy
b. Operate
c. Plan
d. Discover
a. Deploy
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48. How does ServiceNow identify items?
a. Each item has its own Unique ID

b. Multiple items can use same ID
a. Each item has its own Unique ID
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49. What type of Unique ID system does ServiceNow use?
a. 32-bit GUID
b. 64-bit GUID
c. 16-bit GUID
a. 32-bit GUID
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50. What stage is the back log of work defined?
a. Discover
b. Plan
c. Deploy
d. Operate
a. Discover
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51. What is the Raised Permissions feature called?
a. Elevated Privilege
b. Top Security
c. Confidential
a. Elevated Privilege
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52. How does Service Now communicate with Mid server?
a. External Communication Channel (ECC) Queue

b. REST and SOAP Functions
c. Client Scripts
b. Business Rules
a. External Communication Channel (ECC) Queue
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53. Where does ServiceNow store the Password for LDAP
integrations?
a. ServiceNow does not store Password

b. Password is stored in sys_object table
c. Password is saved and encrypted in ServiceNow
a. ServiceNow does not store Password
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54. What level of permission is needed for LDAP integration
a. Read Only access

b. Read and Write access
c. Create, Read, Update , Delete access
a. Read Only access
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55. What can be done to make sure tasks use a sequential
ordering?
a. "Do not assign until insert" option?

b. "Assign before insert" option?
a. "Do not assign until insert" option?
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56. In a business rule, which of these is a GS function
a. Log(string, source)
a. Log(string, source)
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57. Which log does a business rule Log() output to?
a. All contexts
b. Event Log
c. System Log
d. Transaction Log
c. System Log
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58. If there is a short description field on task and a new
table is added called task2 with a short description on it
what happens?
a. There are 2 available short description fields

a. There are 2 available short descripton fields

59. What plugin gives ability to quickly set best practice
ACLs
a. ACL Security Jump Start

ACL Security Jump Start

60. Where does a Business rule run?
a. Runs in the server side

b. Runs in the client side
a. Can run both server and client sides
a. Runs in the server side

61. Apart from x what other variable is available globally
a. g_scratchpad
a. g_scratchpad

62. How would you speed up performance of the home
page
a. Reduce the gauges

b. Add more gauges
c. Upgrade gauges
a. Reduce the gauges

63. If ServiceNow is available from one location but not
another what is likely the problem
a. Network
b. Disk
c. CPU
d. Memory
a. Network

64. What term describes how ServiceNow gives customers
their own Database, Application
a. Cloud Hybrid
b. Multi-Tenant
c. Single Tenant
d. Domain Separation
c. Single Tenant
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65. Which of the following is a client script function
a. g_form.getValue
a. g_form.getValue
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66. Which client script method can be used to get a variable
info
a. g_form.getValue(variable)
a. g_form.getValue(variable)
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67. How does ServiceNow limit the visibility of data during
an integration?
a. ACLs
b. Import Set
b. Import Set - limits visibility to the target table, since the
integration is occurring at the transform map table
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68. If you have multiple teams with diff sprints and stories
globally how to set it up?
a. Use one product with multiple sprints and releases
b. Use multiple products with multiple sprints and releases
a. Use one product with multiple sprints and releases
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69. What is used during an LDAP import?
a. Transform Maps
b. SOAP and REST Functions
c. Client Scripts
d. Business Rules
a. Transform Maps

70. If there is a lot of duplicate data then what likely
happened?
a. Coalesce value was wrong

a. Coelesce value was wrong

71. How would you speed up performance on an
integration
a. Set the Coalesce value on a non-indexed field

a. Set the Coalesce value on a non-indexed field

72. If your page is taking to long to load what is likely the
problem
a. Before Business Rules

b. Client Scripts
b. Client Scripts

73. Where would you go to see the passwords of users of
an LDAP integration?
a. Passwords are not stored in ServiceNow

b. Passwords are stored in sys_object table
c. Passwords are saved and encrypted in ServiceNow
a. Passwords are not stored in ServiceNow

74. ServiceNow uses which of the following infrastructure
components?
a. Tomcat / MySql
b. WebLogic / MySql
c. Websphere / MySql
d. Oracle / MySql
a. Tomcat / MySql

75. Where would you go to see the memory stats for your
instance?
a. Stats.do
b. Statistics.do
c. Home.do
d. System.do
a. Stats.do

76. They describe a complex scenario where the user needs
an ACL setup to see more fields in the Restaurant table
because they can see records but cant Update them
a. Create an ACL for Restaurant.* linking it to the

restaurant_user Role
b. Create an ACL for Restaurant.* linking it to the each user
name
a. Create an ACL for Restaurant.* linking it to the

77. Business Rules run at which layer?
a. Database Layer
b. Server Layer
c. Scripting Layer
d. Security Layer
a. Database Layer

78. Which integration component uses WSDL's?
a. Web Services
b. Queue Messages
c. Java Script
d. Include Library
a. Web Services

79. When consuming a Web Service from Service Now what
is needed?
a. Outgoing SOAP Request

b. Outgoing REST Request
a. Inbound SOAP Request
b. Inbound REST Request
a. Outgoing SOAP Request

80. If an SLA is setup with priority expiration of 2 Days (48
Hours) duration from Monday to Friday 9:00 to 5:00 PM and
a ticket comes in at 12:00 PM on Thursday when will the
SLA expire?
a. Monday at noon
b. Friday 9:00 AM
c. Monday 9:00 AM
a. Monday at noon

81. Where do you go in the Service Catalog to create new
catalog items?
a. Maintain Items
b. My Incidents
c. Maintain Problems
d. Maintain Incidents
a. Maintain Items

82. Review the following script and identify the number of
database calls it makes.
function onChange(control, oldValue, newValue, isLoading,

isTemplate) {
if (isLoading || newValue == '') {
return;
}
var cat = g_form.getReference('user', callerCB);
function callerCB(caller) {
var callerField = gel('user');
if (caller.vip == true) {
gel(callerField).style.backgroundColor = "orange";
}
}
}
a) 1
b) 2
c) 4
d) 6
a) 1

83. Which of the following allows someone to operate as a
standard user and temporarily use higher-level privileges?
a) Contextual security
b) Enhanced Security
c) Elevated Security
d) ACLs
c) Elevated Security

84. Where do you see key metrics about your system?
a) metrics.do
b) system_stats.do
c) stats.do
d) statistics.do
c) stats.do

85. Which of the following is used to clear system buffers?
a) clearcache.do
b) cache.do
c) dumpcache.do
d) caches.do
b) cache.do

86. An administrator adds a Short Description field to the
Problem Task table, which is extended off the Task table.
Which of the following is true?
a) The new field will not be created because the Problem

Task table already has a Short Description field from the
Task table.
b) The new field will not be created because the Problem
Task table cannot be modified.
c) The Short Description from the Task table would appear
on the Problem Task table instead.
d) The form would show the Short Description from the
Task table and the new Short Description field on the
Problem Task table.
d) The form would show the Short Description from the Task
table and the new Short Description field on the Problem
Task table.

87. An administrator wants to create a new table that is
based on another table. Which of the following accurately
describes this?
a) Expanding a table
b) Extending a table
c) Copying a table
d) Replicating a table
b) Extending a table

88. The Task table is considered which of the following?
a) A table that is extendible by other tables but is not an

extension of any other tables
b) A table that is extendible by other tables and is extended
from another table
c) A table that is not extendible by other tables but is an
extension another table
d) A table that is not extendible by other tables and is not
an extension of any other tables
a) A table that is extendible by other tables but is not an
extension of any other tables

89. The High Security plugin is enabled. A new table is
created. ACLs are set up so that only users with the ITIL
role can read data in the table. As an admin, you log in and
will be able to what with the table?
a) Cannot read
b) Only read
c) Read and write, but not delete
d) Read, write, delete
d) Read, write, delete

90. The following operations exist with the Contextual
Security plugin:
a) Create, Read, Write, Delete
b) Create, Read, Update, Delete
c) Make, Read, Write, Remove
d) Make, Read, Update, Delete
a) Create, Read, Write, Delete

91. Which of the following creates record-level and field-
level security?
a) High-Security Plugin
b) Contextual Security Plugin
c) UI Policies
d) Business Rules
b) Contextual Security Plugin

92. Which of the following should not be used in Before
business rules to speed up processing time?
a) current.update();
b) gs.log();
c) while loops
d) Commented code
a) current.update();

93. A user reports that his homepage is loading slowly.
Which of the following can be used to improve homepage
rendering time?
a) Decrease the refresh rate

b) Remove some items from the homepage
c) Add custom charts to the homepage
d) Run antivirus scanner
b) Remove some items from the homepage

94. Which of the following improves import set processing
by transform maps?
a) Check the Run Business Rules checkbox

b) Coalesce on a non-indexed field
c) Import all data even if it is not necessary
d) Avoid custom scripts
d) Avoid custom scripts
DUMP2
500ms
Maximum acceptable network ping time

Reports
Most common mistakes that lead to long-running _____?
• Returning too many results
• Grouping by fields such as duration or name
• Reporting on a user-created table that uses many joins on
other tables

stats.do
Fill in the blank: Information with key metrics about your
system found on _____
• Build Name
• Build Tag
• Instance Name
• Servlet Memory
• Servlets statistics
• Semaphores sets
• OS Configuration
• Logged in sessions
Where would you go to see the memory stats for your
instance?

Debug log
System Diagnostics > Debug Log
Displays gs.print() and gs.log() statements, as well as server

logging information and error messages

Upgrade History
Fill in the blank: System Diagnostics > _____
_____ Tracks all upgrades made to an instance. Each record

examined during an upgrade is tracked and the action taken
on that record is tracked as the disposition

Uncheck the "run business rules" attribute
To improve performance of an import set

Client Transactions used for performance analysis
Enhances the system logs by providing more information on
the durations of transactions between the client and the
server. By providing information on how time was spent
during the transaction, performance issues can be tracked
down to the source by seeing where the time is being
consumed.

Client transaction functionality
Steps to disable _____
• Enter sys_properties.list in the application navigator filter.

• Locate the property named
glide.client.track_transaction_timings.
• Set the property value to false.

current.update()
To improve performance of business rules, what API call is
strongly recommended to avoid?

Search for 'stats.do' from the 'type filter text' (TFT) field or
Appended to the instance web address in the browser
address bar.
How to access the amount of memory a ServiceNow instance
is using?

• Using GlideAjax for server calls
• Using callback functions for GlideAjax
(the question may also reference 'server side includes'

and/or .get reference() call)
Methods to increase the performance for a client script

250ms The response time should be under 100ms in the
United States or under 150 ms in Europe or Asia. In
practice, though, anything under 250 ms is not a major
component in perceived response time.
The coarsest measure of network response time is a ping,
which measures the total time for a packet to travel from the
source machine to the target and back again. What is the
reliable time for ServiceNow connection?

Set the property glide.client.track_transaction_timings to
true
The Client Transaction Timings feature enhances the system
logs by providing more information on the durations of
transactions between the client and the server. How do you
enable the Client transaction timing?

• Form fields
• Business rules
• Client scripts
• Related lists
• Loading data
• Reports
Items that impact ServiceNow Instance performance

Best practices for Client Side Scripting
Use g_form methods to manage form and fields
Use g_user to access about current session user
Make as few calls to server as possible
Do not make synchronous calls using g_form.getReference()
Use jslog to debug
Use try/catch to find runtime errors
Use appropriate debug strategies for UI type

Global Business Rules v. Script Includes
• Both allow creation of reusable javascript
• GBRs can impact performance unless contents are wrapped
in functions
• GBRs load on every interaction between a user and the
platform
• Script includes only load on demand and do not impact
performance

• Application Server Response
• Network Latency and Throughput
• Browser Rendering and Parsing
• Instance Cache
Components of perceived ServiceNow performance

Application Server Response
Time for the application server to process a request and
render the resultant page

Network latency and throughput
Time for the network to pass your request to the server and
the response back

Instance cache
Amount of system resources available for processing

• Ping
• Traceroute
Two methods of troubleshooting network response times

Normal Ping time
>100ms for US, >150ms for Europe or Asia. Anything over
250ms is cause for concern

Actions that cause a purge and rebuild of system cache
• Adding/updating system properties
• Adding/updating dictionary entries
• Committing update sets
• Adding or updating translations

• Service Disruption
• Scheduled Maintenance
Two situations where the Advanced High Availability - AHA
process is invoked

ServiceNow data center replication
All instances exist simultaneously in two data centers
through asynchronous data replication. Current primary data
center has read-write, secondary has read-only

8
How many steps in Advanced High Availability - AHA
process?

Steps in Advanced High Availability - AHA process
Pre-flight checks to ensure all infrastructure; app configs
work
Change DNS information for instance
Stop all application nodes
Reverse roles between read-write and read-only
Change database pointer to read-write instance
Start application nodes
Post-flight checks
Perform discovery to update CMDB

Ping
Coarsest measure of network response time

Elements of a traceroute
Left column is step number next three are latency estimates
(performed three times to give an average) fifth column is IP
address of destination

Inactivity monitors
Run in the background to check inactivity and look for events
to fire in the event of inactivity Large numbers of
unanswered/unused inactivity monitors can degrade
performance of event processing engine - degrades
application server response times

Application Server Performance Checks
Response Times
Remove unused inactivity Monitors
Optimize queries to search
Adjust auto-complete wait time in increments of 50ms, no
more than 750
Check SLA trace level -Monitor process duration of scheduled
jobs
Default Row Count
Go To Search Option
Auto-complete Search Option
Table Rotation

AutoComplete feature for reference fields
• Uses Ajax to allow browser to request records matching a
user's entry from the server
• Has a specified wait time of 250 milliseconds
• The fewer characters the user enters, the more the server
must work to respond to the request

SLA Trace Level
Controls number of messages sent to system log System
Properties > SLA The lower the selection, the more messages
are sent to the system log. Info setting (second to bottom)
typically only used when debugging SLAs

Table rotation
• Table Rotation plugin - rotates among a small set of tables
and deleting and reusing old tables for new data (syslog and
ecc_queue)
• Table Extension - creates new table and allows old tables
to be archived and removed from system (sys_audit and
sys_email) controlled by Database Rotation plugin

Performance Analytics in ServiceNow
An additional module in ServiceNow that allows customers to
take a ServiceNow snapshot of data at regular intervals and
create time series for any key performance INDICATOR (KPI)
in the organization.

The Sys Audit [sys_audit] table
Table used in ServiceNow to audit changes to records

• Enclose Code in Functions
• Avoid DOM manipulation, use g_form object,
• Avoid global client scripting, etc.
State the best practices of client scripts?

Client Transaction Timings plugin
the duration of transactions between the client and the
consumed.

Goto System Diagnostic -> Stats. Statistic page will be
open where you can get the details of node and the
instance on which you are working on.
How you can check on which ServiceNow instance node you
are working?

Indicators in performance analytics in ServiceNow
Also known as metrics, business metrics, or KPIs, are
statistics that businesses track to measure current conditions
and to forecast business trends.

Memory
What hardware limitation is related to license count?

Indexes limit number of columns returned
Query optimizations

Cleanup and import set deletion
Optimization for size of table/ number rows

System Logs > Transactions after enabling system property
How to access transaction logs?

Right click on column personalize>list calculations check
average value
To view average response time of transactions

Using indexes intelligently
Common solutions for slow transaction times?

Database discovery disk partitions linux stats logging
mySql overview node metrics replication ServiceNow servlet
Performance metrics graphs can be viewed for what 8
functional areas?

MID server is the Management, Instrumentation, and
Discovery server
What MID stands for in MID Server?

Remove some items from the homepage
A user reports that his homepage is loading slowly. What can
be done to improve homepage rendering time?

Avoid custom scripts
What is one way to improve import set processing by
transform maps?

home.do
Where can you go to see general system diagnostics info?

AJAX Glide query
What is the best (most efficient) method to make a server call
using a client script?

System Log
Script Logs
When running Log(message) in scripts which logs does
ServiceNow update?

Application server, network latency and capacity, browser
What is best monitoried for client perceived performance?

250 ms
What is the maximum length of time allowable for "good"
Ping times

Reduce number of client scripts
Which one of the following will speed up the loading of a
form page?

Reduce the gauges
How would you speed up performance of the home page

Network
If ServiceNow is available from one location but not another
what is likely the problem

Cloud Hybrid
What term describes how ServiceNow gives customers their
own DB, Application
DUMP3
What are the 5 stages of StartNow?
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate

Which StartNow stage does the following activity reside in:
Project definition, team setup
Plan

Kickoff Meeting
Plan

System Admin training for customer
Plan

Requirements workshop
Discover

Data requirement definition and key performance indicators
Discover

Integrations requirements
Discover

Stories written
Discover

Core system setup
Prepare

VPN Configure
Prepare

LDAP configuration
Prepare

Common data integrations
Prepare

Scrum Execution
Prepare

Build functionality via defined stories
Operate

Project manage the engagement
Operate

UAT and validation of update sets
Operate

Go live checks
Operate

Transition to tech support
Operate

What is the main use of LDAP?
to streamline user login process, user creation and role
assignment

LDAP uses what 3 digit port?
389

LDAPS uses what 3 digit port?
636

True or False: ServiceNOW temporarly stores LDAP
passwords during authentication
FALSE

When a web services is inbound to ServiceNow, is
ServiceNow a producer or consumer?
A producer

True or False: ServiceNOW is BOTH a produce (inbound) and
a consumer (outbound) of web services?
TRUE

What do you add at the end of any table to get the web
services view?
<tablename>.do?wsdl

What three security levels does ServiceNow use?
1. System access 2. Application menus and modules 3.
Tables and fields

What is the prerequisite of full disk encryption on a
ServiceNow server?
A dedicated server

Define the parts of Access Control
Roles- only users with one of the roles listed are allowed to
perform the operation,
Conditional expressions- Allows to specify certain conditions
(category is Database)
Scripts

For VPNs, does ServiceNow support a vpn for a LDAP
integration?
Yes. Alternatively, a mid-server could be placed inside the
customer network and the communication between mid-
server and SNOW would be secured.

For VPNs, does ServiceNow support a vpn for a LDAPS
integration?
No

For VPNs, does ServiceNow support a vpn for when
customer's use their mail server?
Yes.

List at least 3 things that impact SNOW performance
Form fields, Business rules, Client scripts, Related lists,
Loading data and Reports

Fill in the blank:
______ add buttons, links, and context menu items on
forms and lists, making the UI more interactive,
customizable, and specific to user activities.
UI Actions

Fill in the blank:
A ____ defines the elements that appear when a user opens
a form or a list
View

Fill in the blank:
______ display information from a data table. Users can use
this to search, sort, filter, and edit data
Lists

Fill in the blank:
A way of viewing an individual record is called a _____
Form

Fill in the blank:
The individual pieces of data in a record are called _____
Fields

_______ can contain scripts that define custom functionality.
UI Policies

These are all an example of what?
• A button on a form
• A context menu item on a form (appears when you right-
click the form header)
• A related link in a form
• A button in the banner on top of a list
• A button at the bottom of a list
UI Policies

A _________ is a server-side script that runs when a record
is displayed, inserted, updated, or deleted, or when a table
is queried
Business rule. Use business rules to accomplish tasks like
automatically changing values in form fields when certain
conditions are met, or to create events for email notifications
and script actions.

_______ is a powerful tool used to import data from various
data sources, and then map that data into ServiceNow
tables.
Import sets

True or False:
ServiceNow's default is to DENY access
True. Global "." for CRUD is to deny to all tables.

What is the up-time % commitment SNOW gives to clients?
99.995%

Is SNOW a single-tenant or multi-tenant environment?
Single-tenant- What of the unique architectural tenants of
SNOW which allows dedicated instances and databases
DUMP4
StartNow Implementation Methodology
Fill in the blank: 6 phases of _____ from ServiceNow
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform

ServiceNow which allows dedicated instances and
databases.
Is ServiceNow a single-tenant or multi-tenant Software as a
Service (SAAS) environment?

Domain separation
Fill in the blank: _____ allows organizations to:
• Enforce data separation between business entities
• Customize Business process definitions and user interfaces
for each domain
• Use a single instance of ServiceNow to maintain global
processes and global reporting

TRUE
True or False - Domains can be Hierarchical

STrategic Alignment and drive Rapid Transformation
What StartNow stands for?

StartNow methodology
The _____ for implementations is a combination of traditional
waterfall approach with SCRUM

Plan (1st Phase)
To which phase these activities belong in StartNow?
• Project Setup
• Team Setup
• Project Definition in PPM Application
• Kick-off
• Customer Training
• Arranging Gap analysis workshops

Discover - (2nd Phase)
• Gap Analysis Workshops
• KPI workshops
• Integration requirements
• Data requirements
• Backlog of work defined/documented in Scrum

Prepare (3rd Phase)
• Core Systems Setup
• LDAP(S) integration
• Common Data Imported
• Integrations
• Scrum planning

Deploy (4th Phase)
• Build out functionality from SDLC backlog
• Managed using Agile SCRUM Application

Operate (5th Phase)
• UAT
• End User testing
• Go-Live checks
• Production readiness review
• Go-Live support

Transform (6th Phase)
• Pulse Checks
• Delivery Assurance
• Transformation road maps
• Service Improvement plans

Statement of Work (SOW) and is reviewed during the Plan
phase. Per the Implementation Bootcamp participant guide
'Kickoff Meeting Objectives': 'Review the objectives and
goals for engagements as stated in the SOW'
What is the 'legal' contract between Professional Services and
the customer? What is the StartNow phase in this document is
reviewed for agreed upon requirements?

The Scrum Plugin
Fill in the blank: ____ is an iterative and incremental
framework for project management mainly deployed in agile
software development environments

The Release Management v2 Plugin
Fill in the blank: ____ is the most basic of the three new
plugins, and is designed with a flexible Product, Release,
Feature, and Task hierarchical table layout to allow for
releases of varying complexity.

SDLC - Software Development Life Cycle Plugin
Fill in the blank: ____ further extends upon the Release
Management v2 Plugin by adding some new structures to
accommodate the Software Development Life Cycle. This
plugin is designed to accommodate most non-agile
development methodologies, including the common Waterfall
method of development.

Total points - completed points
Fill in the blank: Burn down is defined in Release as _____

Global records are viewable to all users
A user wants to use domain separation for his instance.

• Functional
• Technical
What are the 2 main types of Requirements?

Functional requirements
What the system is expected to do, often used to create use
cases. Do not include design choices.
Define:
• Types of data that can be entered and by whom
• Workflows to be performed by the system
• System reports or other outputs
• Regulatory requirements to be met

Technical Requirements
Technical aspects of the system such as -performance-
related issues -scalability -manageability Define specific
tasks that must be performed to satisfy functional
requirements

Clarifying functional requirements
Ask questions such as:
• What problem are we trying to solve?
• What is the business driver behind this requirement?
• Can you help me understand what you are after?
• What are the inputs?
• What are the outputs?
• Are there use cases?

Clarifying technical requirements
Ask questions:
• Is there already a technical solution to this requirement?
• Is the solution scalable?
• How does the solution affect various users?
• Is the solution flexible?
• Does the solution have license implications?

Input and output considerations in requirements gathering
Create a test plan to test both valid and invalid inputs to
ensure correct outputs

8 - Total of 16 centers
How many data center pairs does ServiceNow have?

6
How many steps in StartNOW Methodology

Stages of StartNOW Methodology
Plan: Establish a project strategy and schedule for
deployment
Discover: determine requirements for success
Prepare: Build base platform for deployment
Deploy: Configure platform iteratively
Operate: Prepare for go-live and transition to operation
Transform: improve service continually

ServiceNow
Enterprise IT cloud company that manages IT service
relationships across the global enterprise. Creates a single
system of record for IT and automated manual tasks,
standardized processes, and consolidated legacy systems.
Customers can create custom applications and evolve the IT
service model

Knowledge Base
Fill in the blank: A _____ is a technology used to store
complex structured and unstructured information used by a
computer system. This term is used to distinguish from the
more common term "database."

Functionality
Fill in the blank: _____ in ServiceNow refers to the range of
operations that can be run on a computer or other electronic
system.

Process
A _____ in ServiceNow provides a structured set of activities
designed to support a business need or function and
provides measurable business value for stakeholders. The
term "_____" covers both ITIL applications like incident
management and non-ITIL applications like facilities
management.

Role
Fill in the blank: A _____ is a category that can be assigned to
a group or user of ServiceNow, and can be granted access to
particular parts of the system. Once access has been granted
to a _____, all of the groups or users assigned to that _____
are granted the same access.

Workflow
Fill in the blank: A _____ is a configured, automatic process
for addressing a task within ServiceNow.

Article
Fill in the blank: An _____ is any content created using the
ServiceNow knowledge base.

Application
Fill in the blank: _____ is a group of modules which provides
its related information. For example Incident provides the
information related to incident process. It consist of modules
like create new ticket, view incident tickets, view related
tables etc.

Module
Fill in the blank: Parts of application which provide a
particular information. For example in Incident application,
Create New _____ provides the information to create new
incident ticket etc.

UI16 - Released with Geneva
Latest ServiceNow user interface

View
Fill in the blank: _____ define the arrangement of fields on a
form or a list. For one single form we can define multiple
_____ according to the user preferences or REQUIREMENT.

Driving companies to implement CMDB today
Desire to understand what they have in their environment
and to understand how those things are related to one
another
Ability to understand and manage the high-level services that
they provide to the business to ensure that changes to the
environment are done with due regard to impact to business

Most of the past issues stemmed from the fact that people
were looking at CMDBs as repositories of technology
supported by business services - rather than repositories of
business services, supported by technology.
Why does CMDB have a reputation for deployment and
maintenance challenges in the past?

I'm not sure that CMDB has changed that much — but
PEOPLE have changed. They have come to the realization
that approaching this from a technology perspective is all
wrong. CMDB needs to be looked at from the perspective of
the business -- and of the services that IT provide to it.
How has CMDB changed to address reputation for
deployment and maintenance challenges?

Discovery in ServiceNow
An extension to ServiceNow platform that automatically
populates the CMDB. Discovery uses a MID Server installed on
the network to send out probes and sensors and collect
information on hardware on the network, software running
on that hardware, and the relationships between all of the
items found

Engagement Manager
Which project role handles Overall ServiceNow lead for
deployment peer to customer management and project
manager overall deployment success and customer value?
What is the main person in SCRUM responsible for
escalations,etc.?

Technical Consultant
Which project role helps customers with knowledge transfer
development help/support?

Business Process Consultant
Which project role leads process gap analysis workshops
helps define backlog of requirements to be implemented?

Integration Consultant
Which project role develops strategy for integration
development of the integration points to and from
serviceNow?

Cloud Infrastructure
Which project role handles instance build and physical
environment optimization data center network and
connectivity?

Executive Sponsorship
Which project role handles visible active and knowledgeable
able to clear road blocks?

IT Manager/Director
Which project role handles involved with driving priority
decision maker tracks scope creep and provides visibility?

System Administrator
Which project role works hands on tailors app to business
requirements?

Business Process Owners
Which project role handles complete definition of current &
future processes testing ensures application maps to
business?

At least 3 weeks before go live
When should you perform the following? Instance sizing,
instance config, hardware, monitoring, network, support
transitioning

Build out functionality in Stage 4: Deploy
What process is this? Typically done through 'enablement'
approach customer resources working side by side with
ServiceNow review with process owners change if gaps
appear between requirements & development

Cut over to production of Stage 5: Operate
What process is this? Cloning of instances Integration all
operational test data cleared down

Cloning back to dev and test from prod
When should these actions be performed?
• Update welcome page create diff look for each instance
(banner name/color)
• Change email prop notifications to prevent users from
getting msgs
• Restrict user access and modify LDAP to disable imports
and updates
• Disable active scheduled jobs

Merge development sets before pushing up environments
OR do one developmet update set at a time
What are the options for post go-live development?

Single Product merging all sprints
How would you implement StartNow using a large number of
teams with their own stories and sprints?

Plan
Discover
Prepare
Deploy
Operate
Transform
(PDPDOT)
What are the steps in order for StartNow?

Burn Down Chart
The _____ allows the team to see how much work is done and
how much remains during the sprint. It Shows remaining
work in the sprint backlog which is based on the number of
story points started with in the sprint versus points
remaining of stories that were not marked as Complete.

Deploy
At what stage is Burn Down Rate ran?

Discover
What stage is the backlog of work defined?

Use 1 product with multiple sprints and releases
If you have multiple teams with diff sprints and stories

99.995%
Up-time % commitment ServiceNow gives to clients
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
DUMP 5
Domain separation
for each domain

Discover (2nd Phase)
• KPI workshops

the customer? What is the StartNow phase in this document is


Ask questions:
- Is there already a technical solution to this requirement?
Is the solution scalable?
- How does the solution affect various users?
- Is the solution flexible?
- Does the solution have license implications?

ServiceNow
service model

Workflow

Views

Engagement Manager
escalations,etc.?


serviceNow review with process owners change if gaps

Plan, Discover, Prepare, Deploy, Operate, Transform

Streamline user login process, user creation and role
assignment
Main use of LDAP?

TRUE
True or False: ServiceNow is BOTH a producer (inbound) and

LDAP authentication
These are the 4 steps in _____
• User enters credentials into ServiceNow

• ServiceNow passes credentials to LDAP server
• LDAP responds with authorized or unauthorized
• User as granted or denied access

• Monitors
• Workers
2 Main processes on a MID Server?

Company Separation
Legacy - domain separator can be based on anything in the
system. Any table that contains a domain field inherits data
separation. Domain fields can be added to any table to
extend data separation through the system

• Endpoint
• Action
• Headers/Attributes
• Envelope
4 Parts of SOAP Message transportation

Elements of a SOAP envelope
• Main Document
• Header (optional)
• Body
• Fault Element (optional)

• Publishing a web service requires accessing > 'New
Inbound Web Service' module
• Consuming a web service requires accessing > 'New
Outbound Web Service'
Difference between consumption and publishing of web
services when integrating external data sources/targets.

In HTTP Session
Where does ServiceNow stores the LDAP password?

Create new table inherited from cmdb_ci table
If your company wants to store firewall equipment details in
ServiceNow. How will you store it?

UI action "Generate sample SOAP Message" - will generate
templates for all of the available services provided by that
SOAP web service.
How to generate a sample SOAP Message

SOAPMessage Library
API Around ServiceNow GUI for Soap Messages (SOAP
Message UI) Can be used to set point values, set variables,
submit request, etc.

REST Request and Response Elements
• Request URL: specifies the address of the resource plus the
HTTP verb
• Query Parameters: optional and appended to the URL path
of the request
• HTTP Headers: required component of the message and
contain metadata for the transaction
• Content or Body: optional, contains data to be transmitted

String v. XML
REST Function Options - Set Variable values

• Name
• Server URL
• Login distinguished name
• Login password
• Starting search directory
• OU Definition
What are the requirements for LDAP Server Configuration in
the GUI

Homepage Admin > Pages -Has Read/Write roles -Can edit
by clicking Edit UI Action
How to change Homepage config?

They are not added to update sets by default. You must
MANUALLY add pages to the current update set by
unloading them.
Are Homepages and Content pages added to the update sets?

Configuration management
_____ helps organizations better understand the IT
environment by providing insight into not only the impact of
incidents, problems and changes, but also financial
resources, service availability and capacity management. The
application presents a logical model of the enterprise
infrastructure

It displays gauges to help you review the performance of
workflows and determine which ones need to be improved.
The Workflow Operations Dashboard is available starting
with the Fuji release.
What is workflow operations dashboard?

Custom web service in javascript
What language is scripted in a Web Service?

System Diagnostics - > Upgrade History
Where would you go to see all of the things that were

ServiceNow does not store passwords
Where does ServiceNow store the Password for LDAP
integrations?

Web services
Which integration component uses WSDL's?

TRUE
True or False: For VPNs, Does ServiceNow support a VPN for
when customer's use their mail server?

Role Attribute for "Elevated Privilege"
Means that the user who is assigned the role will need to
manually elevate themselves to the role during a session.
Session timeout or log-out removes the role.

ACL
Fill in the blank: Called before data is queried and presented
to user for display and can be used for row and column level
security.
Defines what data a user can access and how they can access
it in service now.
Tables and Fields are governed by _____

• Securing (encrypting) connections which originate at
ServiceNow and destined for the customer's network
• Access to customer's LDAP server
• JDBC access/integration with a customer's database
What is VPN typically used for?

VPN for JDBC & Web Services
Recommended to install MID Server inside network, MID
Server will communicate with instance over HTTPS

Database Security Level
• Governs table and field access
• Controlled via globally defined system properties as well as
table and field level Access Controls
• If a row level rule and a field level rule are in conflict, both
must be true before an operation is allowed

Access Control Wildcard Rule
Selection of the wildcard symbol from the name drop down
list on the access control form means that the rule in
question applies to all fields on the selected table except for
those with explicit rules

• Role
• Condition
• Script
What is the evaluation order of ACL elements?

Admin creates the context, assigns it to a role
How do users get encryption contexts?

Predefined ACLs by role
• End Users -Submit records in some applications (create) -
Read and update their own records in those applications
• Fulfillers -general read and write access for applications
they have a role for -task assignment application/process
• Administrators -delete records -change state to closed

All fields will be read-only unless there is not a more
specific field rule
What happens when a table write rule fails

Creating an encrypted field
Add a new field with Type: Encrypted Text

Form displays the field and when the user enters data, field
is encrypted using currently selected context
If a user has multiple encryption contexts and there is no
data in an encrypted field

security_admin
Who can create ACL rules?

• Navigate to System Properties > Security
• In the Attachment limits and behavior section, locate the
List of roles that can create attachments
• Enter one or more roles separated by commas
• Only roles listed in this property are able to upload
attachments to a record. Click Save.
How to restrict users to upload an attachment in ServiceNow?

No, roles should be mapped to groups instead of mapped
to users
Do you map roles to users?

Secure
Secure or develop first?

Only used when ServiceNow connects to YOU
VPN connection is used when?

500ms
Maximum acceptable network ping time

Uncheck the "run business rules" attribute
To improve performance of an import set

• Using GlideAjax for server calls
• Using callback functions for GlideAjax
(the question may also reference 'server side includes'
and/or .get reference() call)
Methods to increase the performance for a client script

• Both allow creation of reusable javascript • GBRs can
impact performance unless contents are wrapped in
functions
• GBRs load on every interaction between a user and the
platform
• Script includes only load on demand and do not impact
performance

• Ping
• Traceroute
Two methods of troubleshooting network response times

8
How many steps in Advanced High Availability - AHA
process?

Application Server Performance Checks
Response Times
Remove unused inactivity Monitors
Optimize queries to search
Adjust auto-complete wait time in increments of 50ms, no
more than 750
Check SLA trace level -Monitor process duration of scheduled
jobs
Default Row Count
Go To Search Option
Auto-complete Search Option
Table Rotation

The Sys Audit [sys_audit] table
Table used in ServiceNow to audit changes to records

Memory
What hardware limitation is related to license count?

Using indexes intelligently
Common solutions for slow transaction times?

Avoid custom scripts
What is one way to improve import set processing by
transform maps?

250 ms
What is the maximum length of time allowable for "good"
Ping times

UI Actions
• Add buttons, links, and context menu items on forms and
lists
• Making the UI more interactive, customizable, and specific
to user activities.

Business rule. Use business rules to accomplish tasks like
automatically changing values in form fields when certain
conditions are met, or to create events for email
notifications and script actions.
Server-side script that runs when a record is displayed,
inserted, updated, or deleted, or when a table is queried

3
Maximum recommended number of steps to dot.walk
through

System variable
Used in business rules (also called gs). References
GlideSystem functions

Implication of creating a global variable in a business rule
If a new variable is declared in an order 100 Business Rule,
any Business Rules that follow also have access to that
variable

getReference
Used in Client Scripts and returns the GlideRecord for a
specified field (excluding user-defined fields). Requires a call
to the server format: getReference(fieldName, callback)

• Assertion
• Identity provider (producer of assertions)
• Service provider (consumer of assertions)
3 Main components of SAML - Security Assertion Markup
Language

Workflow
Fill in the blank:
• Changes made to a _____ version are not added to the
update set until the _____ is published, then the workflow is
added into the update set.
• Update sets store _____ as a single _____ record and only
retain the latest version with the update type of _____

Bypass External Authentication
Fill in the blank: Administrators may need to _____ when
testing an SSO integration. Administrators can use the
following URL to _____ and log in with a local ServiceNow
user. A logged-in user cannot access this page. Attempting
to access this page while logged in produces a page not
found error.

Because it will run asynchronously
Best practice when using getReference() in callback function

TRUE - Task Table is Base Table
True or False: Problem, change, and incident are extended
from task and any application can be extended from Task

Form View
Fill in the blank: UI Policy affects _____

FALSE
True or False: addEmptyQuery() is a valid query

Import Set (One other option may be presented, 'Data
Policy', question whether this is also a viable option)
What is the most important table of integration in
ServiceNow?

Modify system properties
A user wants to know if you can make each INC# be
sequential, how would you go about doing this?

Getting XML values via XPATH
Script include - XMLDocument

Encrypting passwords in System Properties
the Encrypt SysProperty Password business rule
automagically encrypts value of any system property with the
type password or password2. Instance only decrypts
password in memory and never saves a clear-text version.
Business rule runs when you add a new value or update an
existing one

Baseline Client Scripts
~330 not all are active samples included as starting points

onLoad client script
Runs when form meeting trigger condition loads and before
control is given to the user

g_user Object
Object whose properties contain session information about
the current user and their role(s)

Client side scripts on Reference Objects
Client side scripts only have access to data on forms,
information about the reference object is not available Should
use asynchronous - g_form.getReference('field_name', field)
Function (field) { field.attribute

onLoad UI policy
Can check or uncheck to determine if it should run when the
form is loaded

Business Rule Role conditions
Specifies the roles that the user modifying the record must
have in order for the business rule to run

Display Business Rules
• Run when form loads
• Primary purpose is to populate the g_scratchpad
• Runs after user requests form, before form is presented
• Business Rule: g_scratchpad.createdBy =
current.sys_created_by; Client Script:
if(g_scratchpad.createdBy == 'admin') {}

Script Include
• Store JavaScript for execution on the server
• Reusable
• Must be called to run
• Can extend classes or create functions
• Only loaded on request
• Can be client callable

Import Sources in Import Sets
• Files
-Excel
-XML
-CSV
• Network
-HTTP
-FTP
-JDBC

Default row count
Anything >100 is not recommended. don't modify default
system user preference for rowcount, instead modify which
options are available to users - glide.ui.per_page controls

Type table_name.form or table_name.list. Example,
incident.form will open the view of Incident form.
incident.list will open the listing of all incident records.
How to open Application form or list through left navigation
search box?

Record producers
• Type of a catalog items that allows users to create task-
based records from the service catalog. For example you can
create a change record or problem record using _____.
• _____ provides an alternative way to create records through
service catalog.

Navigate to REPORTS > Create New. In releases prior to
Eureka, navigate to REPORTS > View / Run and then click
New.
How to create your own report

Via Watermark or In-Reply-To email header. If These are
not present, ServiceNow recognizes email containing a
prefix in the subject line.
How ServiceNow recognizes Inbound Emails?

${URI} Shows the word LINK where as ${URI_REF} shows the
display value of the record as the link text.
What is the difference between ${URI} and ${URI_REF}?

UI policy
An alternative to client scripts. It can be used to set a field as
mandatory, read-only and visible on a form. You can also use
UI policy for dynamically changing a field on a form.

The system creates another update set named Default1 and
uses it as the default update set.
What happens if a Default update set is marked as complete?

Client script
Sits on the client side(the browser) and run there only. Types
of client scripts are OnLoad(), OnSubmit(), OnChange(),
OncellEdit).

Data lookup rules
Rules that allows to specify the conditions and fields where
they want data lookups to occur.

Using g_user object.
How to get the details of currently active user?

Any function starting with _functionname is considered as
private functions/methods in script includes.
Private functions in Script Includes?

Foreign record insert
Occurs when an import makes a change to a table that is not
the target table for that import. This happens when updating
a reference field on a table.

Go to the dictionary of the respective date-time field and
set the default value as : javascript:gs.nowDateTime();
How to set the default value of a date field to current
datetime value?

Yes, you can do it by using a function autoSysFields() in
your server side scripting.Whenever you are updating a
record set the autoSysFields() to false example:var gr = new
GlideRecord('incident');gr.query();if(gr.next())
{gr.autoSysFields(false);gr.short_description = "ServiceNow"
;gr.update();}
Can you update a record without updating its system
fields(like sys_updated_by, sys_updated_on)?

Use addActiveQuery().
Which method is used to get all the active records from a
table?

By default queries with invalid field names run but ignore
the invalid condition. For more strict query control you can
enable the glide.invalid_query.returns_no_rows property
which will result in an empty result set for invalid queries.
How will you set the invalid queries into empty result sets?

Workflow Editor
An interface for creating and modifying workflows by
arranging and CONNECTING activities to drive processes. You
can manage multiple workflows in the same screen, create
custom workflow activities, and use existing activities as data
sources.

Navigate to Knowledge Base > Properties. In the Use
submission workflow field, select the Yes check box and
Click Save.
How will you enable the knowledge submission workflow?

Using deleteWorkflow() method. E.g.,var workflow = new
Workflow();workflow.deleteWorkflow(current);
How to delete the current workflow?

Extending a table
Describe what to do when an administrator wants to create a
new table that is based on another table.

gs.update
What should you never do in a business rule when it is set to
run "before" database transaction?

TRUE
True or False: The task table is extendable, but is not an
extension of any tables

Remove checkbox from audited field
How would you set a field to not be audited in an audited
table?

Each item has its own Unique ID
How does ServiceNow identify items?

There are 2 available short description fields
If there is a short description field on task and a new table is
added called task2 with a short description on it what
happens?

Coelesce value was wrong
If there is a lot of dup data then what likely happened?

.Nil()
What would you use in a business rule to check for NULLS?

Elevated Privilege
What is the Raised Permissions feature called?

DUMP6
S.O.A.P
Simple Object Access Protocol

4 parts of SOAP Message Transportation
1) Endpoint
2) Action
3) Headers/Attributes
4) Envelope

SOAP Endpoint
This is the URL or Address where the SOAP request is
delivered. It must be able to reach that endpoint over the
network in order for the communication to succeed.

SOAP Action
String that is often optional with the SOAP web service.
However, some services do require this to be set. The string
is often descriptive of what action should be performed by
the web services.

SOAP Headers/Attributes
Found within the HTTP request. They contain information
regarding the protocol being used as well as other custom
information such as session IDs, authentication token, etc.

SOAP Envelope definition
Actual document that describes the details of the SOAP
request. This is written in XML format. Has a header and a
body similar to an HTML webpage. Header and body details
are dictated by the web service and explained in a
corresponding WSDL document

SOAP Envelope Elements
1) Main Document
2) Header (Optional)
3) Body
4) Fault Element (Optional)

SOAP Envelope - Header
Often contains processing instructions for the envelope, but
it is not used in all web services.

SOAP Envelope - Body
Main part of the envelope, is required for SOAP requests.
Contains the actual message or request that is to be
delivered to the web service.

SOAP Envelop - Fault Element
Often present if there was an error processing the web
service request. The Web Service is responsible for
populating this element with descriptive information to help
the consumer understand what went wrong, and/or what to
do next

SOAP WSDL
Another XML document that is used in the SOAP protocol. It
is a catalog of available functions provided by the web
service. A SOAP web service consuming client information
should be able to read this and generate a template of each
of the available service requests provided by the web service.

3 Main elements to SOAP communication flow
1) Client generates an XML envelope document and sends it
to the service as a SOAP request.
2) Server receives the SOAP request and processes that
request in the manner in which it was coded.
3) Server sends a SOAP response back to the client with an
answer or response to the request that was submitted.

SOAP web service.

SOAP Message UI
-Can specify a URL to a WSDL document or paste the WSDL
document contents directly into the tool

SOAP Message Function UI
-You can open a function record to view details on the
template for the request
-Check the Lock field to ensure that future regenerations of
SOAP functions do not overwrite the changes that you make
to the current template
-SN Supports the use of basic authentication, WS-security
with outbound SOAP requests.
-Customize SOAP action or endpoint manually by changing
the text. May need to click the lock button to change the
endpoint URL

Where do you create test values for SOAP message variables
SOAP Message Function UI - OPEN message parameters
section

Most common ways to call SOAP Messages through script
Server-side scripts including:
-Business Rules
-Script Includes
-Workflows

SOAPMessage Library
API Around SN GUI for Soap Messages (SOAP Message UI) Can
be used to set point values, set variables, submit request,
etc.

Script include libraries supporting users sending out SOAP
requests
1) SOAPMessage - supports the SOAP Message UI
2) SOAPEnvelope - Used behind the curtain by SOAP Message
UI, can be leveraged directly by an admin to create custom
messages, bypassing the UI
3) SOAPRequest - Same as above

XPATH
Standard mechanism used to parse XML documents

XPATH Character - /
Most basic and primary element. Level separator similar to
Linus/UNIX paths on a file system

XPATH Character - //
Denotes a relative path, rather than a strict path

XPATH Character - *
Wildcard character in a string

Getting XML values via XPATH
Script include - XMLDocument

XMLDocument - Scrip include - most common operation
getNoxeText - takes an XPATH string in and attempts to
parse the XML document with the XPATH to find the element
you are looking for and returns the content of that element
node

XML Helper
-Includes a number of functions.
-Allows you to access parts of the XML document as if the
various elements were member variables to an object. Each
level down the XML document is represented by member
variables that are new objects themselves.
-Most commonly used function will take XML string and
convert it to a JavaScript object.

REST
-REpresentational State Transfer
-Lightweight alternative to SOAP
-Very Loose Specification
-Better suited to scale & performance
-Most modern web applications are REST

ServiceNow REST functionality allows you to:
Retrieve, Create, Update, or Delete data on a web server

HTTP Methods supported by REST
-Get
-Post
-Put
-Delete

-Request URL: specifies the address of the resource plus the
HTTP verb
-Query Parameters: optional and appended to the URL path
of the request
-HTTP Headers : required component of the message and
contain metadata for the transaction (encoding, date,
authorization, etc.)
-Content or Body: optional, contains data to be transmitted

Rest Message UI
-Similar to SOAP Message Tool
-Requires an Endpoint
-Generates the four HTTP Methods as Functions
-Endpoint can use variables - ${varName}

REST Function Options - Variables
Can be used in various parts:
-Endpoint URL
-Header names or values
-Function parameter definition names or values
-Content

REST Function Options - Connectivity Options
-Authentication
-MID Server

REST Function Options - Access to HTTP Request
Components
-Headers
-Parameters
-Content (POST, PUT only)

-String v. XML

REST Function Options
-Variables
-Connectivity
-Access to HTTP Request components
-Set Variable Values
-Test the request
-Preview script usage

Stages of StartNow implementation methodology
1) Plan
2) Discover
3) Prepare
4) Deploy
5) Operate
6) Transform

What type of VPN does ServiceNow support?
Site-to-Site between data center and customer data center

What is VPN typically used for?
Securing (encrypting) connections which originate at
ServiceNow and destined for the customer's network
-Access to customer's LDAP server
-JDBC access/integration with a customer's database

How many VPN tunnels does ServiceNow support and why
Minimum of 2, maximum of 4. Not supported to serve
multiple geographic regions or disparate networks within
client organiztion

How do you request VPN?
Through HI. Typically takes 2 weeks

VPN Needed for Traffic into ServiceNow?
No, connection is established over HTTPS and is thus
encrypted, no VPN needed

VPN for LDAP
Recommended that customers implement LDAPS (LDAP over
SSL) v. standard LDAP (non-encrypted). Standard LDAP
integration communicates over TCP on port 389. LDAPS
communicates over TCP on 636 and requires a digital
certificate which must be uploaded to the instance. VPN to be
used if LDAP instead of LDAPS

VPN for JDBC & Web Services
Recommended to install Mid Server inside network, Mid
server will communicate with instance over HTTPS

VPN for email integration
Not supported if ServiceNow is configured to utilize
mail.service-now.com for SMTP and POP3, utilizes
opportunistic TLS. If incoming server supports TLS, traffic is
envrypted. If not, uses regular SMTP without encryption.
Supported if customer's mail server is being used


DIT
Data is represented in an LDAP enabled directory as a
hierarchy of objects, each of which is called an entry.
Resulting tree structure is called a Data Information Tree
(DIT)

DN (LDAP)
Distinguished name - fully qualified path in an LDAP tree

RDN (LDAP)
Each unique data attribute that is part of a Distinguished
name is called a Relative Distinguished Name (RDN)

Requirements for LDAP Server Configuration in the GUI
-Name
-Server URL
-Login distinguished name
-Login password
-Starting search directory
-OU Definition

LDAP OU Definition
Define directories that are the source for the importaed data.
Can contain locations, people, or user groups

Types of LDAP Communication channels
-Mid Server (can be used to import data but not for
authentication)
-Standard LDAP - communicates over TCP, does not require
a certificate
-SSL-encrypted (LDAPS), requires x.509 certificate
-VPN, communicates over IPSEC tunnel

Testing LDAP Connection
-Manually through UI action
-Automatically - SN tests every 15 minutes by default

Company Settings
System Properties - My Company
-Can Modify
-Banner Text
-Primary (T/F)
-Banner Image (upload)
Further modifications made in glide.product.___ properties

Login Page Configuration
System UI > Welcome Page Content

System Schedules
System Scheduler > Schedules

Homepage config
Homepage Admin > Pages
-Has Read/Write roles
-Can edit by clicking Edit UI Action

Levels of Contextual Security
several layers before an end user has the capability to
perform CRUD (create, read, update, delete) operations on a
table
1) User Authentication/Login
2) User Interface
3) Database

User Authentication/Login security level
Governs Users, Groups, Roles

User Interface security level
Governs Applications and Modules and is governed by roles
configured at application and module level

Database Security Level
Governs table and field access
-controlled via globally defined system properties as well as
table and field level Access Controls
-If a row level rule and a field level rule are in conflict, both
must be true before an operation is allowed

Features of 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
-Defnes Access Control rules to any level in the object
hierarchy
-Uses roles to implement Access Controls and assign
permissions, for example, read, write, and create

What is an access control
Security rule defined and set at the row-level (access to the
record) and at the column-level (access to the field) and is
executed when attempting to access any servicenow table.
Specifies and is named for the object(s) being secured

What is an ACL
Access control list, list of all the Access Controls for a table

Three ways Access Controls are defined
Roles (if more than one, must have at least one)
Conditional Expressions (evaluates to true or allow if
condition is met)
Scripts (setting answer to allow or deny)

Access Control Wildcard Rule
Selection of the wildcard symbol from the name drop down
list on the access control form means that the rule in
question applies to all fields on the selected table except for
those with explicit rules

ACL Evaluation order
-Most specific to least
-Starts at field, then goes to table

Field ACL rule evaluation order
Find first matching:
1) table.field (incident.number)
2) parent_table.field (task.number)
3) .field (.number)
4) table. (incident.)
5) parent_table. (task.)
6) . (.)

Table ACL rule evaluation order
Find First Matching
1) table (incident)
2) parent_table (task)
3) ()

Three main 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

Evaluation order of ACL elements
1) role
2) condition
3) script

Elements of the ServiceNow Application Security Model
Contextual Security (ACLs, etc.)
IP Address Access Controls (System Security > IP Address
Access Control) - allow or deny certain IP ranges
Encryption

Keys to Success with security
1) Risk-based & Data-centric
-know what you are storing
-consult with security to understand requirements
2) Secure 1st, develop 2nd
-configure security settings up front
-apply ACLs at the beginning of development
3) documented approach
-checklist at key phases
-starting points
-remove demo data
-upgrade to latest version
-identify plugins such as high security

Name of plugin that supports field encryption
Encryption Support

How do users get encryption contexts
Admin creates the context, assigns it to a role

Which operations can be secured through ACLs
-CRUD
-Execute
-Edit Task Relations
-Edit CI Relations
-Save as Template
-Add to List
-List Edit
-Report on
-Personalize choices

What do Access Control Rules Apply to?
-Records
-UI Pages
-Processors
-Client Callable Script Includes

How many ACLs come OOtB
Over 4,500. Add all plugins, >6,000

ACL Script Evaluation, built in GlideRecord methods
-canRead()
-canWrite()
-canCreate()
-canDelete()

Predefined ACLs by role
End Users
-Submit records in some applications (create)
-Read and update their own records in those applications
Fulfillers
-general read and write access for applications they have a
role for
-task assignment
application/process administrators
-delete records
-change state to closed

How are ACL rules matched?
From most specific to least specific
-processing orders define matching criteria
For record rules a table and field rule will be searched for
-both are evaluated
First rule to match for both is evaluated for each processing
level (if parent_table.field matches, it won't go to next level
for field)

What happens if there are multiple ACL rules at the same
processing level?
any passed rule will allow access

What happens if a user fails a table ACL rule
-User is denied access to all fields in the table even if the
user previously passed a field ACL rule
-list of table will show security constraint message

What happens if a user fails a field ACL rule but passes a
table ACL rule
User is denied access to the field

What happens when a table write rule fails
All fields will be read-only unless there is not a more specific
field rule

What happens when a table create rule fails
user will not have the "new" button

what happens when a field write rule fails
field will be read-only

Security debug
-System Security > Debug Security Rules
-Session Specific

Creating an Encryption context
Define:
-Name
-Encryption Key (if left blank, SN will auto-gnerate). SN can't
retrieve user-defined keys

Creating an encrypted field
Add a new field with Type: Encrypted Text

Encryption context selector
For users with multiple encryption contexts
System UI > UI Macros > encryption_select. Shows under
gear. Only shows for users with multiple contexts

What happens to encrypted fields if a user has no
encryption contexts
Form hides the encrypted field

What happens when a user has one encryption context and
there is no data in an encrypted field
form displays encrypted field. When a user enters data in the
field, the field automatically uses the currently selected
encryption context to encrypt the field

there is data in an encrypted field
If the user has the matching context, the form displays the
field

If a user has multiple encryption contexts and there is no
data in an encrpyted field
form displays the field and when the user enters data, field is
encrypted using currently selected context

User has multiple encryption contexts and there is data in
the field
User will have access to the field if they have the matching
context. Encrypted field always uses the original encryption
context to encrypt changes to the field. Prevents users with
multiple contexts from changing field context

Encrypting attachments
Users with >=1 encryption contexts will get Encrypt File
checkbox. If they have >1, they are asked to confirm the
context.

How to identify which encryption context a field or
attachment is using
Hover over the encryption (lock) icon and it will display

Encrypting passwords in System Properties
the Encrypt SysProperty Password business rule
automagically encrypts value of any system property with the
type password or password2. Instance only decrypts
password in memory and never saves a clear-text version.
Business rule runs when you add a new value or update an
existing one

Script editor color coding
Green - Comments
Purple - Javascript commands
Blue - strings, reserved words

Default Script Macros
macro name followed by tab
For (for loop)

Doc (multiline comment)
Help (list of macros and their shortcuts)

Creating a script macro
System Definition > Syntax Editor Macros

What is a client script
Execute in browser
manage forms and fields in real-time

Baseline Client Scripts
~330
not all are active
samples included as starting points

Client Script Form Breakdown
-Top section defines when
-Bottom section (script box) defines what
-Description is self-explanatory
-Message is used to internationalizing output to user
-if an alert of "Hello World" is presented to user, "Hello
World" would show up in messages line. If an entry in
sys_ui_message table matches key but in a different
language, that is presented to users in that region

Client Script Global v. Not
IF global is checked, applies to all views, if not, must specify
a view (ESS, Default, Advanced, etc.)

Client Script Inheritance
If true, execute script for forms from any extended tables

Client Script Types
onChange
onLoad
onSubmit
onCellEdit

onLoad client script
Runs when form meeting trigger condition loads and before
control is given to the user

onSubmit client script
Runs when form meeting trigger condition is saved, updated,
or submitted
Typically handles field validation - can prevent from
submitting if you return False;

onChange Client script
Runs when a particular field's value on a form changes
5 parameters:
-control - name of field whose value changed
-oldValue - is set when the form loads. No matter how many
times it changes, will remain original value when form loaded
-newValue
-isLoading - whether change is occuring as part of a form
load
-isTemplate - whether occured due to a template

onCellEdit Client Script
Runs when a field value on a list changes
Can be applied to multiple records
automatically passed 5 parameters:
-sysIDs - of the edited items
-table
-oldValues
-newValues
-callback - continue execution of any other related cell edit
scripts - if true, then others are executed or change is
commited if there are no more. If false, furthers aren't
executed and change is not committed

What data can be used in a client script?
Local variables defined in the script
Client Script Global Variables
-g_form - object whose properties are methods used to
manage form fields
-g_user -object whose properties contain session
information about the current user and their role(s)
-g_scratchpad - global object passed to a client script from a
server side script called a Display Business Rule - properties
and values determined by the server side script

g_form object
Object whose methods are used to manage form fields and
their values
Methods require use of field names and not labels


g_form object methods
6 categories
-Display settings: flash()
-Field Information: getValue()
-Change Field: setValue()
-Change Choice list: addOption()
-Form Information: isNewRecord()
-Form Action: addInfoMessage()

g_form.getValue()
-always returns a string
-syntax: var X = g_form.getValue('field_name')
-If used with a choice list, returns value ('7' rather than
'Rejected')
-If used with a reference field, returns the sys_id

g_user Object Properties
Do NOT use to apply security - easily defeated using
developer tools built into browsers

Client side scripts on Reference Objects
client side scripts only have access to data on forms,
information about the reference object is not available
Should use asynchronous -

g_form.getReference('field_name', field)
Function (field) {
field.attribute

-use g_form methods to manage form and fields
-use g_user to access about current session user
-make as few calls to the server as possible
-do not make synchronous calls using g_form.getReference()
-use jslog to debug as it doesn't affect other users
-use try/catch to find runtime errors
-use appropriate debug strategies for UI type (mobile,
desktop, etc.)

Client Scripts v. UI policies
Faster load times with UI policies. Always use these if
possible
Execute on Form Load - Both

Execute on form save/submit/update - Client Scripts
Execute on form value change - Both
Can access a field's prior value - Client Script
Execute on list field value changes - Client Script
Control the order of execution - UI poilcy
Execute after client scripts - UI policy
require scripting - client script

baseline UI policies
~600

UI policy scripting
Can write scripts to execute if true or if false (separate boxes)

onLoad UI poilcy
can check or uncheck to determine if it should run when the
form is loaded

What data can be used in a UI policy script
locally declared variables
g_form
g_user
g_scratchpad

UI Policy Best Practices
-Set onLoad to false if you don't need it to execute on page
load
-Use as few UI policies as possible to avoid long page load
times
-Write conditions in condition builder wherever possible to
avoid unnecessary scripting
-Always populate the Short Description field

What is a business rule?
Javascript that runs when a record is
-inserted
-updated
-deleted
-queried
Execute on Server
-fast
-do not monitor form fields
Respond to all record accesses regardless of method (form,
list, web service)

Baseline Business Rules
~900
-best to create a copy and deactivate original when
modifying OOtB business rules as modifications are exempt
from upgrades

Business Rule Role conditions
specifies the roles that the user modifying the record must
have in order for the business rule to run

After business rules
-execute after form submission and after the record updates
in the database
-execute synchronously - current business rule must finish
execution before next business rule runs
-ex: cascade REQ approvals to child RITMs

Before Business Rule
-After form submission, before record updates in the
database
-execute synchronously - current business rule must finish
execution before next one runs
-ex: calculate priority based on Impact and Urgency

Before Query business rule
-before a query is done in the database
-run synchronously - current business rule must finish
execution before next one runs
-baseline before queries that act like ACLs, preventing access

Async Business Rule
-run after records are inserted/modified/queried
-run asynchronously as scheduled jobs
-queued by scheduler to run as soon as they can. Allows
current transaction to finish without waiting for the rule
-ex: notify subscribers when CIs are affected by an Incident
-ex2: SLA calculations

Display Business Rules
-Run when form loads
-primary purpose is to populate the g_scratchpad
-runs after user requests form, before form is presented
-Business Rule: g_scratchpad.createdBy =
current.sys_created_by;
Client Script: if(g_scratchpad.createdBy == 'admin') {}

Business Rule Process Flow
User or System Query > Query Rules > Database Query >
Display Rules > form submit > before rules > database
update > async rules

What data can be used in business rules?
-Local Variables in script
-business rule global objects:
-previous
-current
-g_scratchpad (display business rule only)
-higher numbered business rules inherit variables and their
values from lower numbered business rules unless variable
scope is limited by a function

Business Rule Global Objects
-previous - stores records fields and values before any
changes were made in the DB
-current - current record fields/values in DB

Business Rule Best Practices
-Use async whenever possible
-use display to pass data from server to client side during
form load
-wrap code in functions to make variables local
-Use condition builder rather than script whenever possible

Script Include
-Store JavaScript for execution on the server
-Reusable
-Must be called to run
-can extend classes or create functions
-only loaded on request
-can be client callable

-Both allow creation of reusable javascript
-GBRs can impact performance unless contents are wrapped
in functions
-GBRs load on every interaction between a user and the
platform
-Script includes only load on demand and do not impact
performance

Script Include Baseline
~528
~Do NOT modify behavior of baseline Script includes

Client Callable Script Includes
Yes/No field in Script Include Definition
if yes, client side scripts can access

Script Include Script
-Runs Server Side
-No Default Objects
-Data passed in from calling script

Classless Script Include
For use on server side only (not client-callable)
Name must be same as the function name
Sometimes called On Demand Functions
Usually called from Business Rules

Import Sets - Import Sources
Files
-Excel
-XML
-CSV
Network
-HTTP
-FTP
-JDBC

System Import Sets Modules
Load Data
Create Transform Map
Run Transform

Import Set - Foreign Record Insert
the target table for the import. Happens when updating a
reference field on a table, ex. when updating the value for
caller on an incident the import is actually updating the
sys_user table

Components of perceived ServiceNow performance
-Application Server Response
-Network Latency and Throughput
-Browser Rendering and Parsing
-Instance Cache

time for the applicaiton server to process a request and

network latency and throughput
time for the network to pass your request to the server and
the response back

browser rendering and parsing
time for your browser to render the HTML and parse/execute
javascript
DUMP7Is ServiceNow a single-tenant or multi-tenant Software as a Service

(SAAS) environment?
ServiceNow which allows dedicated instances and databases.

• Project Setup
• Team Setup
• Kick-off
Plan (1st Phase)

• Pulse Checks


Ask questions such as: -what problem are we trying to
solve? -what is the business driver behind this
requirement? -can you help me understand what you are
after? -what are the inputs? -what are the outputs? -are
there use cases?

deployment

Fill in the blank: A _____ is a category that can be assigned
to a group or user of ServiceNow, and can be granted
access to particular parts of the system. Once access has
been granted to a _____, all of the groups or users assigned
to that _____ are granted the same access.
Role

UI16 - Released with Geneva.

populates the CMDB. Discovery uses a MID Server installed
on the network to send out probes and sensors and collect
items found

environment optimization datacenter network and
connectivity?

transitioning

How would you implement StartNow using a large number
of teams with their own stories and sprints?


Is ServiceNow a producer or consumer? When a web
services is inbound to ServiceNow
A producer

These are the 2 main components of _____
1) ServiceNow configurations including:

- LDAP server (with a minimum read-only account)
- OU definition
- Transform map
- import schedule
2) Importing data using standard method of staging tables
and import sets
LDAP integration

What is stored in the External Communications Channel -
ECC queue?
Messages, two types:
• From ServiceNow to another system (output message)
• From another system to ServiceNow (input message)

What are the available options for separating data and
processes
• Filters
• system Security
• Domain Separation
• Company Separation
• Separate Instances

What SOAP stands for?

SOAP Envelope

of the available service requests provided by the web
service.
SOAP WSDL

True or False: ServiceNow stores the LDAP Password
FALSE

You are loading the data into ServiceNow using webservice.
What can be used to bring data into system?
Outbound SOAP Message

1) Client generates an XML envelope document and sends it
2) Server receives the SOAP request and processes that
request in manner in which it was coded.
3) Server sends a SOAP response back to the client with an
answer or response to request that was submitted.

• Business Rules
• Script Includes
• Workflows

What are the HTTP methods supported by REST?
• Get
• Post
• Put
• Delete

Components
• Headers
• Parameters
• Content (POST, PUT only)

name is called a Relative Distinguished Name
RDN (LDAP)

How to change Company Settings?
System Properties - My Company -Can Modify -Banner Text
-Primary (T/F) -Banner Image (upload) Further modifications
made in glide.product.___ properties

Searching technique used to search a text or record in
ServiceNow
Zing is the text indexing and search engine that performs all
text searches in ServiceNow.

Transform the record imported into ServiceNow import set
table to the target table. It also determines the
relationships between fields displaying in an Import Set
table and fields in target table.
How do serviceNow place data into SOAP response from
Database?
Transform Map

What are the Options to enhance a Scorecard?
By adding the following:
Targets
Breakdowns (scores per group)
Aggregates (counts, sums, and maximums) and
Time series (totals and averages).

Does ServiceNow support consuming or publishing web
services?
Both

Two integral parts of an LDAP implentation
Data Sources and Data Population

How does ServiceNow communicate with MID server?
External Communication Channel (ECC) Queue

ServiceNow uses which of the following infrastructure
components?
Tomcat / MySql

Fill in the blank: _____ Define the parts of Access Control.
Applications and Modules are governed by _____
Only users with one of the _____ listed are allowed to
perform the operation, Conditional expressions - Allows to
specify certain conditions (category is Database) Scripts
Roles

Creates a role called security_admin which is added to the
default System Administrator user. New role has "elevated
privilege"
High Security Plugin

What if there are two rules for incident.number (field)?
The system will evaluate both rules and if either is true, then
the requested access is allowed.


Recommended that customers implement LDAPS (LDAP
over SSL) v. standard LDAP (non-encrypted). Standard LDAP
certificate which must be uploaded to instance. VPN to be
VPN for LDAP


Roles (if more than one, must have at least one) Conditional
Expressions (evaluates to true or allow if condition is met)
Scripts (setting answer to allow or deny)

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
Three main security modules:

Encryption Support

• canRead()
• canWrite()
• canCreate()
• canDelete()

table ACL rule

Define: -Name -Encryption Key (if left blank, ServiceNow
will auto-generate). ServiceNow can't retrieve user-defined
keys

field


How to create a new role?
Navigate to User Administration > Role and click New.

Should end users have to go through VPN for serviceNow?
No

ACL rules are defined by
Conditional expressions - "category is database" scripts -
custom script written for security access roles - user require
to have one of the defined roles to perform actions

Allows to create record and field-level security
Contextual Security Plugin

At what Level are "ACLs" applied?
Object

99.995%


examined during an upgrade is tracked and the action
taken on that record is tracked as the disposition
Upgrade History

How to access the amount of memory a ServiceNow
instance is using?
address bar.

Do not make synchronous calls using
g_form.getReference()
Use jslog to debug

Instance cache

All instances exist simultaneously in two datacenters
through asynchronous data replication. Current primary
data center has read-write, secondary has read-only

Run in the background to check inactivity and look for
events to fire in the event of inactivity Large numbers of
Inactivity monitors

An additional module in ServiceNow that allows customers
to take a ServiceNowapshot of data at regular intervals and

statistics that businesses track to measure current
conditions and to forecast business trends.

average value

A user reports that his homepage is loading slowly. What
can be done to improve homepage rendering time?

What is best monitoried for client perceieved performance?

own DB, Application
Cloud Hybrid

Examples of UI Policy

Allows having unique values in the table's column selected
in the dictionary definition of a field
Unique field in System Dictionary

Type of business rule that should be used when calculating
metrics and SLAs
Async

Used in business rules. Available in On Display business
rules to pass server-side information to the client to be
used for Client Scripts
g_scratchpad variable

Difference between a local and global variable in a Business
Rule
Local variables are contained in functions, global variables
are not

Difference between g_scratchpad and GlideAjax
g_scratchpad is set once when the form is loaded (set in a
Display business rule), whereas GlideAjax is triggered
dynamically by the client

A function written in a client script that runs
asynchronously after a server call using getReference. Call
back is defined as a parameter of the getReference
Callback function

To remove the New and Edit buttons from a related list
Right-click in the related list header and select Personalize >
List Control. Select Omit new button or Omit edit button

What is the 'SSO bypass' web page? How do you test SSO
using the bypass method?
Append to the ServiceNow URL /side_door.do

Function that contains a server call

True or False: Task table is an inherited
FALSE - Task Table is Base Table

True or False: Business rules can be executed on a query
TRUE

True or False: addNotNullQuery() is a valid query
TRUE

Fill the blank: _____ is server side script
How would you implement a consumed SOAP message in
your form?
Business Rule

True or False: g_user g_form and JS: are global objects like
gs
FALSE

XPATH Character - *

System Schedules

Execute in browser manage forms and fields in real-time

onChange onLoad onSubmit onCellEdit
Client Script Types

Local variables defined in the script Client Script Global
Variables
g_form - object
g_user -object
g_scratchpad

Always returns a string -syntax: var X =
g_form.getValue('field_name') -If used with a choice list,
returns value ('7' rather than 'Rejected') -If used with a
reference field, returns the sys_id
g_form.getValue()

Can write scripts to execute if true or if false (separate
boxes)
UI policy scripting

~900 -best to create a copy and deactivate original when
from upgrades

Run after records are inserted/modified/queried -run
asynchronously as scheduled jobs -queued by scheduler to
run as soon as they can. Allows current transaction to finish
without waiting for the rule -ex: notify subscribers when
CIs are affected by an Incident -ex2: SLA calculations
Async Business Rule

Use async whenever possible -use display to pass data
from server to client side during form load -wrap code in
functions to make variables local -Use condition builder
rather than script whenever possible

For use on server side only (not client-callable) Name must
be same as the function name Sometimes called On
Demand Functions Usually called from Business Rules

1) System Policy > SLA > Inactivity Monitors
2) System Policy > Events > Script Actions
3) Filter - Event name is <tablename>.inactivity
4) System Policy > Email > Notifications
5) Similar filter If no records are found in script actions or
notifications, safe to disable inactivity monitor
Checking if an inactivity monitor is used

Navigate to "APPLICATION Menus" module under system
definition application. Open the respective application that
require to be enable or disable. Set active as true to enable
it or set active to false to disable it.
Enable or disable an application

cmdb_ci table is parent table for
Parent table for Software, Hardware, Business Service

How to access Service Catalog
Navigate to Self-Service > Service Catalog.

How to create an Inbound Email Action?
Navigate to System Policy > Email > Inbound Actions and
Click New.

How to change the recipient limit to email notification?
By setting the system property
glide.email.smtp.max_recipients.

If a field match is NOT found with the coalesce field, then a
new record will be inserted into the target table.
Coalesce insert new record

In which table update sets and customization are stored?
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.

It automatically cleans up HTML markup in HTML fields to
remove unwanted code and protect against security
concerns such as cross-site scripting attacks. The HTML
sanitizer is active for all instances starting with the Eureka
release.
HTML Sanitizer

A javaclass that is used for database operations instead of
writing SQL queries. It is an object that contains zero or
more records from one table. Another way to say this is
that a GlideRecord is an ordered list.
Gliderecord

Which object is used to reference the currently active form?
g_form object.

The name of the script include match the name of the class,
prototype, and type. var NewInclude = Class.create();
NewInclude.prototype = { initialize : function() {},
myFunction : function() { //Put function code here }, type :
'NewInclude'};
Most important things to remember while creating a script
include class

Customizations that exit from Java to call a script before
returning back to Java. Navigate to System Definition >
_____. Some _____ names (Login, Logout, ValidatePassword,
ExternalAuthentication) are reserved and cannot be
changed. Other _____ can override these with custom script
Installation exit

Displays the details of tables and their relationships in a
visual manner, allowing administrators to view and easily
access different parts of the database schema.
Schema map

Functions limits the number of records to query by
Gliderecord().
setLimit(n) function

What is the significance of cascade variable checkbox in
order guide?
To select whether the variables used should cascade, which
passes their values to the ordered items. If this check box is
cleared, variable information entered in the order guide is
not passed on to ordered items

How will you fetch the records where incident is having
category as hardware or software?
We will use addOrCondition(String name, String oper, Object
value). var gr = new GlideRecord('incident');var qc =
gr.addQuery('category',
'hardware');qc.addOrCondition('category',
'software');gr.query();

What is the difference between next() and _next()?
next() moves to the next record in the GlideRecord. _next()
provides the same functionality as next(), intended to be
used in cases where the GlideRecord has a column named
next.

How to retrieves the number of rows in the GlideRecord?
Using getRowCount(). For more information, visit
http://wiki.ServiceNow.com/index.php?title=GlideRecord

Workflow that can be activated by an Admin. With this task-
based workflow, articles created from incidents and
problems become article submissions. Knowledge
management team members review the information and
determine whether to create a new article, update an
existing article, or take no action.
Submission Workflow

How to cancel the current workflow?
Using cancel() method. E.g.,var workflow = new
Workflow();workflow.cancel(current);

An administrator adds a Short Description field to the
How the Short description is displayed in Problem and Task
tables?
The form would show the Short Description from the Task
Task table.

What section can't be setup to use an Order of Execution
If your page is taking to long to load what is likely the
problem
Client Scripts

Where would you setup a custom table for Firewalls if the
customer didn't want to use the default?
Extend cmdb_ci table

If the client wants a custom Short Description field that is
always populated with a default value in the Task table

True or False: If an SLA is setup to record (8-5 Weekdays),
It will count time during these hours
TRUE

Which log does a business rule Log() output to?
System Log

An example of client script method that can be used to get
a variable info
g_form.getValue(variable)

Where do you go in the Service Catalog to create new
catalog items?
Maintain Items

DUMP8
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform

databases.

Domain separation
for each domain

TRUE
True or False - Domains can be Hierarchical


ServiceNow's methodology for implementations. Combination
of traditional waterfall approach with SCRUM

Plan (1st Phase)
• Project Setup
• Team Setup
• Kick-off

Discover - (2nd Phase)
• KPI workshops

Prepare (3rd Phase)
• Core Systems Setup
• LDAP(S) integration
• Common Data Imported
• Integrations
• Scrum planning

Deploy (4th Phase)

Operate (5th Phase)
• UAT
• Go-Live checks
• Go-Live support

• Pulse Checks

the customer? What is the StartNow phase is this document is

The Scrum Plugin
Fill in the blank: ____ is an iterative and incremental
framework for project management mainly deployed in agile
software development environments





• Functional
• Technical
What are the 2 main types of Requirements?

Define:

requirements


Ask questions:
• Is there already a technical solution to this requirement?
• Is the solution scalable?
• How does the solution affect various users?
• Is the solution flexible?
• Does the solution have license implications?

Input and output considerations in requirements gathering
Create a test plan to test both valid and invalid inputs to
ensure correct outputs


6

deployment

ServiceNow
service model

Knowledge Base
Fill in the blank: A _____ is a technology used to store
complex structured and unstructured information used by a
computer system. This term is used to distinguish from the
more common term "database."

Functionality
system.

Process
management.

Role

Workflow

Article
Fill in the blank: An _____ is any content created using the
ServiceNow knowledge base.

Application
tables etc.

Module
Fill in the blank: Parts of application which provide a
particular information. For example in Incident application,

UI16 - Released with Geneva

View

Driving companies to implement CMDB today
Desire to understand what they have in their environment
and to understand how those things are related to one
another
Ability to understand and manage the high-level services that
they provide to the business to ensure that changes to the
environment are done with due regard to impact to business

supported by business services - rather than repositories of
business services, supported by technology.

deployment and maintenance challenges?

items found

Engagement Manager
escalations,etc.?

Technical Consultant
Which project role helps customers with knowledge transfer
development help/support?


serviceNow?

connectivity?


IT Manager/Director
Which project role handles involved with driving priority
decision maker tracks scope creep and provides visibility?

requirements?

business?

transitioning

ServiceNow review with process owners change if gaps

Cut over to production of Stage 5: Operate
What process is this? Cloning of instances Integration all
operational test data cleared down

(banner name/color)
getting msgs
and updates



Plan
Discover
Prepare
Deploy
Operate
Transform
(PDPDOT)

The burndown chart allows the team to see how much work
is done and how much remains during the sprint. It Shows
remaining work in the sprint backlog which is based on the
number of story points started with in the sprint versus
points remaining of stories that were not marked as
Complete.
What is calculated as the Sprint Burn down Rate?

Deploy

Discover
What stage is the back log of work defined?


Streamline user login process, user creation and role
assignment
Main use of LDAP?

389
3 Digit port used by LDAP

636
3 Digit port used by LDAPS

FALSE
True or False: ServiceNow temporarily stores LDAP passwords
during authentication

A producer
Is ServiceNow a producer or consumer? When a web services
is inbound to ServiceNow

TRUE

<tablename>.do?wsdl
Added at the end of ServiceNow URL for any table to extract
the web services view (WSDL)

True. Alternatively, a MID-server could be placed inside the
customer network and the communication between MID
Server and ServiceNow would be secured.
True or False: For VPNs, does ServiceNow support a VPN for a
LDAP integration?

FALSE
LDAPS integration?

LDAP integration
• ServiceNow configurations including:

- OU definition
- Transform map
- Import schedule
• Importing data using standard method of staging tables
and import sets

LDAP authentication
These are the 4 steps in

Password stored in HTTPS session. If the "Source" field of
the user record starts with LDAP, validation is attempted
using LDAP, otherwise the password on the local user
record is used to validate login
What is the LDAP validation on step 1 when user enters
password?

If password is provided, "Simple Bind" is performed. If not,
LDAP must allow anonymous login.
What is the LDAP validation on step 2 when ServiceNow
passes credentials to LDAP server

ECC - External Communications Channel
Fill blank:
_____ queue. It is a database table which is queried, updated,
and inserted into by other systems.
Each record in _____ queue is a message, either from the
ServiceNow instance to some other system (output message),
or from some other system to the ServiceNow instance (input
message)

ECC queue?

• Monitors
• Workers

MID Server Monitor
Runs on its own thread as a timer object and is configured to
execute a task periodically, returning its result to the ECC
queue

MID Server Worker
On-demand thread that executes a tag when a
corresponding ECC output queue record is read from
ServiceNow

MID Server workers get their work
Queue Monitor reads an ECC output queue message and
triggers the worker to work

• Filters
• System Security
processes?

Company Separation

Email Protocols
Fill in the blank: Standard _____ for ServiceNow
• Outbound
• SMTP Inbound
• POP3

MySQL and Tomcat
Core-based technology used in ServiceNow

Layers of the Core-Based technology
• Top - Who is accessing the instance (browser, SOAP, FTP,
etc)
• Next - top app layer, UI, SOAP
• Other Next - Scripting Next - DB Layer Next - MySQL


• Endpoint
• Action
• Envelope

SOAP endpoint
URL or Address where the SOAP request is delivered. Must be
able to reach the endpoint over the network in order for the
communication to succeed.

SOAP Action
the web services.


SOAP Envelope

• Main Document
• Body

SOAP envelope header

SOAP envelope Body

SOAP envelope Fault Element
do next

SOAP WSDL


Tomcat
Webserver used by ServiceNow

MySql
Database used by ServiceNow

Data Population and Authentication
What are the two main functionalities for LDAP?

FALSE

In HTTP Session

Test Connection
Which related link is used to test LDAP connection

Enter the port in server URL ldap://10.10.10.3:389
In LDAP configuration, If default port is not used and explicit
port number is to be mentioned, how it is done?

LDAP
Which tool can be used for user and distribution directory
services in ServiceNow?



Port 389 & Port 636 Respectively
Ports used by the LDAP and LDAPS (Secure)

FALSE

System Properties > Email (the question may take the form
of the type of Outgoing Mail Server/Configuration (SMTP)
and/or Incoming Mail Server/Configuration (POP3)
How do you know where to create/modify the e-mail
properties for the instance.

• Client generates an XML envelope document and sends it
• Server receives the SOAP request and processes that
• Server sends a SOAP response back to the client with an

SOAP web service.

SOAP Message UI
Can specify a URL to a WSDL document or paste the WSDL

• Open function record to view details on template for
request
• Check Lock to ensure that future regenerations of SOAP
functions don't overwrite changes to current template
• ServiceNow supports basic authentication, WS-security with
outbound SOAP requests
• Customize SOAP action endpoint manually

section

• Business Rules
• Script Includes
• Workflows

SOAP Message Library

• SOAPMessage - supports the SOAP Message UI
• SOAPEnvelope - Used behind the curtain by SOAP
Message UI, can be leveraged directly by an admin to create
custom messages, bypassing the UI
• SOAPRequest - Same as above
requests

REST
Fill in the blank: REpresentational State Transfer
- Lightweight alternative to SOAP
- Very Loose Specification
- Better suited to scale & performance
- Most modern web applications are _____


• Get
• Post
• Put
• Delete

HTTP verb
of the request

Similar to SOAP Message Tool
• Requires an Endpoint
• Generates the four HTTP Methods as Functions
• Endpoint can use variables - ${varName}
Describe the REST Message UI

• Endpoint URL
• Header names or values
• Function parameter definition names or values
• Content

• Authentication
• MID Server

• Headers
• Parameters
Components

String v. XML

• Variables
• Connectivity
• Access to HTTP Request components
• Set Variable Values
• Test the request
• Preview script usage
Describe the REST Function Options

Data Information Tree (DIT)
Fill in the blank: Data is represented in an LDAP enabled
directory as a hierarchy of objects, each of which is called an
entry. Resulting tree structure is called a _____

DN (LDAP)

RDN (LDAP)

• Name
• Server URL
• Login password
• OU Definition
the GUI

LDAP OU Definition
Define directories that are the source for the imported data.

What are these types used for?
• MID Server (can be used to import data but not for
authentication)
• Standard LDAP - communicates over TCP, does not require
a certificate
• SSL - encrypted (LDAPS), requires x.509 certificate
• VPN, communicates over IPSEC tunnel

• Manually through UI action
• Automatically
• ServiceNow tests every 15 minutes by default
Ways of Testing LDAP Connection

System Properties > System
• Can Modify -Banner Text
• Primary (T/F)
• Banner Image (upload)
• Further modifications made in glide.product.___
properties


• Enabling compression
• Caching items from HTTPS
Two key browser settings

Administrators can create or modify layouts by navigating
to Homepage Admin > Layouts.
How to change the Homepage layout?

Gauges
They can be based on a REPORT and can be put on a
homepage.

Zing is the text indexing and search engine that performs
all text searches in ServiceNow.
Searching engine used to search a text or record in
ServiceNow

unloading them.
Are Homepages and Content pages are added to the update
sets?

Navigate to System Properties > CSS.
How to change the banner and list caption background color?

LDAP Integration and its use
Lightweight Directory Access Protocol. It is used for user data
population and User authentication. ServiceNow integrates
with LDAP directory to streamline the user log in process and
to automate the creation of user and assigning them roles.

That pages is saved as his personalized Homepage instead
of updating on the actual homepage. For example home
page name is Change overview. When a user make some
changes on it then this page is saved as My Change
overview and is only visible to that user.
What happens when a user make some changes to the
Homepage?

Transform Map
table to the target table. It also determines the relationships
between fields displaying in an Import Set table and fields in
target table.
Database?

infrastructure

Ability to offer better service to the business through better
IT.
Better change management; faster incident resolution
Higher APPLICATION availability
Reduced asset maintenance costs
More automated processes
Simpler problem resolution
Increased IT governance capability
What are the Top benefits that a company can gain from
CMDB?
DUMP 9
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform


Operate (5th Phase)
• UAT
• Go-Live checks
• Go-Live support


requirements

6

Process
management.

Module
Fill in the blank: Parts of APPLICATION which provide a
particular information. For example in Incident APPLICATION,

deployment and maintenance challenges ?

serviceNow?

business?


Discover

FALSE

FALSE
LDAPS integration?

Fill blank:
message)


etc)


do next


LDAP


section


• Authentication
• MID Server
REST Function Options - What are the Connectivity Options?

DN (LDAP)

• Automatically

Gauges
homepage.

That pages is saved as his personalized homepage instead
of updating on the actual Homepage. For example home
Homepage?

Scorecard
Can be used to measure the performance of an employee or
a business process. It is a graphical representation of
progress over time. A _____ belongs to an indicator. The first
step is to define the INDICATORS that you want to measure.

• SOAP
• XML
• WSDL
• HTTP
Web service components supported?

Create an Outbound SOAP message handler
What would you do when consuming a ServiceNow Web
Service?

SMTP
What Protocol Does ServiceNow use for outgoing Email?

Passwords are not stored in ServiceNow
Where would you go to see the passwords of users of an
LDAP integration?

A dedicated server
Prerequisite of full disk encryption on a ServiceNow server

SAML - Security Assertion Markup Language
Fill in the blank: _____ XML-based standard for exchanging
authentication and authorization data between security
domains

Both rules must be met before an operation is allowed. So,
given a row level rule on incident, and a field level rule on
incident.number, access to the number field would be
allowed only if both rules evaluated to true.
What happens if a row level rule and a field level rule are in
conflict? Perhaps my row level field indicates that I shouldn't
be able to write to a particular row, but the field level rule
indicates I do have write access?

Plugins creates baseline ACL rules for a new environment
What plugin gives ability to quickly set best practice ACLs




What is an ACL?

Find First Matching
• table (incident)
• parent_table (task)
• ()

Security activities for success
• Know what you are storing
• Consult with security to understand requirements
• Configure security settings up front
• Apply ACLs at the beginning of development
• Checklist at key phases
• Starting points
• Remove demo data
• Upgrade to latest version
• Identify plugins such as high security

How many ACLs come OOTB?

• User is denied access to all fields in the table even if the
• List of table will show security constraint message

Security debug
Tool used for debugging security rules
System Security > Debug Security Rules -Session Specific

Form displays encrypted field. When a user enters data in
the field, the field automatically uses the currently selected

attachment is using

Knowledge role
Knowledge_admin role and
Admin role
What are the Roles used by Knowledge Management?

• System access
• Application, menus and modules access
• Tables and fields access
You can enable CRWD for 3 Security levels used by
ServiceNow

Create, Read, Write, Delete
These operations (stands for CRWD) exist with the Contextual
Security plugin

Data Policy
How would you best make sure that Data is kept in a uniform
Manner?

Debug log

current.update()

• Form fields
• Business rules
• Client scripts
• Related lists
• Loading data
• Reports

the response back

process is invoked


Table rotation
ecc_queue)

are working?


System Log
Script Logs
ServiceNow update?

Network

Defines UI Policies
• Offer an alternative to client scripts for dynamically
changing information on a form.
• Administrators and users with the Personalize Rules.

• System Definition > Dictionary
• Right-click in list header, form header, or field label and
select "Personalize Dictionary"
2 Ways to access the System Dictionary

on Display
Type of business rule that makes server-side objects
accessible to client scripts

Previous variable
Used in Business Rules (server-side scripting). Record before
any changes were made. Available on Update and Delete
operations. Not available on async

Global objects
Fill in the blank: _____ available to client scripts
• g_form - references currently active form
• g_user - references currently active user

GlideAjax
A server call that can be written in a client script that runs
asynchronously

With callback
Is it better to use getReference with a callback or without?

Every 24 Hours
How often are ServiceNow instances backed up?

XML document
Fill in the blank: WSDL is based upon _____ describing
functions, arguments, data schema, and endpoint (where and
how to invoke)

Only the extended tables field be displayed (the base table
field of the same name will not be modified)
A user created field such as 'Short Description' (same name
as the base table) and the user changes some property of
this field, the question will reference if the change be
reflected once (extended table) overriding the base table or
will two "Short Descriptions" be displayed.

HTTPS
Which protocol is being used for communication between the
MID Server and ServiceNow?

TRUE
True or False: g_scratchpad is a global variable in Business
rules

TRUE
True or False: addNullQuery() is a valid query

producer.variablename
How do you access a variable inside a Record producer
script?

TRUE
True or False: g_scratchpad is a global object like
GlideSystem - GS





Runs when a field value on a list changes Can be applied to
multiple records, 5 param:
sysIDs - of edited items
table
oldValues
newValues
callback - continue execution of any related cell edit scripts -
if true, then others are executed or change is committed. If
false, change is not committed

6 Categories
• Display settings: flash()
• Field Information: getValue()
• Change Field: setValue()
• Change Choice list: addOption()
• Form Information: iServiceNowewRecord()
• Form Action: addInfoMessage()

~600
Baseline UI policies

Javascript that runs in server side when a record is -
inserted -updated -deleted -queried Execute on Server -
fast -do not monitor form fields Respond to all record
accesses regardless of method (form, list, web service).

• Before a query is done in the database
• Run synchronously
• Current business rule must finish execution before next
one runs
• Baseline before queries that act like ACLs, preventing
access

• Previous - stores records fields and values before any
changes were made in the Database
• Current - current record fields/values in Database

Browser rendering and parsing
Time for your browser to render the HTML and parse/execute
javascript

Enter _blank in the Window name field.
How to make the module open in new window?

Incident, Change and Problem
Task table is parent table for

• Lists: find records in a list
• Global text search: find records in multiple tables from a
single search field
• Knowledge base: find knowledge articles
• Navigation filter: filter the items in the APPLICATION
navigator
• Search screens: use a form interface to search for records
in a table
What are the Search types available in ServiceNow?

You can set the property - glide.ui.forgetme to true to
remove the Remember me check box from login page.
How you can remove Remember me check box from login
page?

• Specifying when to send the notification
• Specifying who receives the notification
• Specifying what the notification contains
Describe the steps to perform email notification?

Coalesce updates the record
If a field match is found with the coalesce field, then existing
record will be updated with the imported information in
target table

Update set
A group of customizations that can be moved from one
instance to another. This feature allows administrators to
group a series of changes into a named set and then move
them as a unit to other systems.

Inactivity monitor
Triggers an event for a task record if the task has been
inactive for a certain period of time. If the task remains
inactive, the monitor repeats at regular intervals.

Yes. You can call a business rule through a clientscript by
using glideajax.
Can you call a business rule through a client script?

Use g_form.getControl('priority') method.
How do I reference a field on the form?

Script Include
• Used to store JavaScript functions and classes for use by
server scripts.
• Each _____ defines either an object class or a function.
• _____ run only when called by a server script.

Need to set the property glide.ui.chart.pie.labels to true or
false.
How to enable or disable the pie chart labels?

Configuration > Suggested Relationships.
Where to create a new relationship rules?

setForceUpdate() function
Updates the record even if there is no changes on the record.

Go to the dictionary of that table and add "no_attachment"
to the Attributes field.
How to disable attachment on a specific ServiceNow table?

We will use addNotNullQuery(String fieldName). For eg., to
get all the records where short description field is not null.
addNotNullQuery('short_description');
How do you get the records of a specified fields which are
non null?

By using IsNewRecord(). This method is useful for scripted
ACL, and in the condition of UI actions, but should not be
used in background scripts.
How will you determine whether the current record is a new
record?

Retrieves the display value for the current record.
What getDisplayValue() does?

Standard Workflow
Workflow that is active by default. With this workflow, new
articles created from incidents and problems are treated the
same as articles created MANUALLY by knowledge
MANAGEMENT team members. All new articles create a
knowledge record and can be edited through the Knowledge
form.

var workflow = new Workflow();
How to create a workflow object?

Dictionary application module
Each time you add a table you are creating a

1
How many calls are there to the server in this Business Rule:

Set ServiceNow to "Increment" numbers
Create a Business Rule to get this functionality
Clients inform you that Incident numbers are showing "gaps"
how would you configure it so that ServiceNow utilized
numbers sequentially?

getValue("variable_name")
Using a Record Producer, how to get the variable data from
client script?

Database
At what Layer does the "Extended Tables" happen?

Log(string, source)
In a busines rule, which of these is a GlideSystem - GS
function

g_form.getValue
An example of client script function

Monday at noon
If an SLA is setup for Monday to Friday 9:00 to 5:00 PM and a
ticket comes in at 12:00 PM on Thursday when will the SLA
timer kick?

databases.

Import sets
Powerful tool used to import data from various data sources,
and then map that data into ServiceNow tables.
DUMP10
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform


Operate (5th Phase)
• UAT
• Go-Live checks
• Go-Live support


requirements

6

Process
management.

Module
Fill in the blank: Parts of APPLICATION which provide a
particular information. For example in Incident APPLICATION,

deployment and maintenance challenges ?

serviceNow?

business?


Discover

FALSE

FALSE
LDAPS integration?

Fill blank:
message)


etc)


do next


LDAP


section


• Authentication
• MID Server
REST Function Options - What are the Connectivity Options?

DN (LDAP)

• Automatically

Gauges
homepage.

That pages is saved as his personalized homepage instead
of updating on the actual Homepage. For example home
Homepage?

Scorecard
progress over time. A _____ belongs to an indicator. The first

• SOAP
• XML
• WSDL
• HTTP

Service?

SMTP

LDAP integration?

A dedicated server
Prerequisite of full disk encryption on a ServiceNow server

SAML - Security Assertion Markup Language
Fill in the blank: _____ XML-based standard for exchanging
authentication and authorization data between security
domains

Both rules must be met before an operation is allowed. So,
given a row level rule on incident, and a field level rule on
incident.number, access to the number field would be
allowed only if both rules evaluated to true.
What happens if a row level rule and a field level rule are in
conflict? Perhaps my row level field indicates that I shouldn't
be able to write to a particular row, but the field level rule
indicates I do have write access?

Plugins creates baseline ACL rules for a new environment
What plugin gives ability to quickly set best practice ACLs




What is an ACL?

Find First Matching
• table (incident)
• parent_table (task)
• ()

Security activities for success
• Know what you are storing
• Consult with security to understand requirements
• Configure security settings up front
• Apply ACLs at the beginning of development
• Checklist at key phases
• Starting points
• Remove demo data
• Upgrade to latest version
• Identify plugins such as high security

How many ACLs come OOTB?

• User is denied access to all fields in the table even if the
• List of table will show security constraint message

Security debug
Tool used for debugging security rules
System Security > Debug Security Rules -Session Specific

Form displays encrypted field. When a user enters data in
the field, the field automatically uses the currently selected

attachment is using

Knowledge role
Knowledge_admin role and
Admin role
What are the Roles used by Knowledge Management?

• System access
• Application, menus and modules access
• Tables and fields access
You can enable CRWD for 3 Security levels used by
ServiceNow

Create, Read, Write, Delete
These operations (stands for CRWD) exist with the Contextual
Security plugin

Data Policy
How would you best make sure that Data is kept in a uniform
Manner?

Debug log

current.update()

• Form fields
• Business rules
• Client scripts
• Related lists
• Loading data
• Reports

the response back

process is invoked


Table rotation
ecc_queue)

are working?


System Log
Script Logs
ServiceNow update?

Network

Defines UI Policies
• Offer an alternative to client scripts for dynamically
changing information on a form.
• Administrators and users with the Personalize Rules.

• System Definition > Dictionary
• Right-click in list header, form header, or field label and
select "Personalize Dictionary"
2 Ways to access the System Dictionary

on Display
Type of business rule that makes server-side objects
accessible to client scripts

Previous variable
Used in Business Rules (server-side scripting). Record before
any changes were made. Available on Update and Delete
operations. Not available on async

Global objects
Fill in the blank: _____ available to client scripts
• g_form - references currently active form
• g_user - references currently active user

GlideAjax
A server call that can be written in a client script that runs
asynchronously

With callback
Is it better to use getReference with a callback or without?

Every 24 Hours
How often are ServiceNow instances backed up?

XML document
Fill in the blank: WSDL is based upon _____ describing
functions, arguments, data schema, and endpoint (where and
how to invoke)

Only the extended tables field be displayed (the base table
field of the same name will not be modified)
A user created field such as 'Short Description' (same name
as the base table) and the user changes some property of
this field, the question will reference if the change be
reflected once (extended table) overriding the base table or
will two "Short Descriptions" be displayed.

HTTPS
Which protocol is being used for communication between the
MID Server and ServiceNow?

TRUE
True or False: g_scratchpad is a global variable in Business
rules

TRUE
True or False: addNullQuery() is a valid query

producer.variablename
How do you access a variable inside a Record producer
script?

TRUE
True or False: g_scratchpad is a global object like
GlideSystem - GS





Runs when a field value on a list changes Can be applied to
multiple records, 5 param:
sysIDs - of edited items
table
oldValues
newValues
callback - continue execution of any related cell edit scripts -
if true, then others are executed or change is committed. If
false, change is not committed

6 Categories
• Display settings: flash()
• Field Information: getValue()
• Change Field: setValue()
• Change Choice list: addOption()
• Form Information: iServiceNowewRecord()
• Form Action: addInfoMessage()

~600
Baseline UI policies

Javascript that runs in server side when a record is -
inserted -updated -deleted -queried Execute on Server -
fast -do not monitor form fields Respond to all record
accesses regardless of method (form, list, web service).

• Before a query is done in the database
• Run synchronously
one runs
• Baseline before queries that act like ACLs, preventing
access

• Previous - stores records fields and values before any
changes were made in the Database
• Current - current record fields/values in Database

Browser rendering and parsing
Time for your browser to render the HTML and parse/execute
javascript

Enter _blank in the Window name field.
How to make the module open in new window?

Incident, Change and Problem
Task table is parent table for

• Lists: find records in a list
• Global text search: find records in multiple tables from a
single search field
• Knowledge base: find knowledge articles
• Navigation filter: filter the items in the APPLICATION
navigator
• Search screens: use a form interface to search for records
in a table
What are the Search types available in ServiceNow?

You can set the property - glide.ui.forgetme to true to
remove the Remember me check box from login page.
How you can remove Remember me check box from login
page?

• Specifying when to send the notification
• Specifying who receives the notification
• Specifying what the notification contains
Describe the steps to perform email notification?

Coalesce updates the record
If a field match is found with the coalesce field, then existing
record will be updated with the imported information in
target table

Update set
A group of customizations that can be moved from one
instance to another. This feature allows administrators to
group a series of changes into a named set and then move
them as a unit to other systems.

Inactivity monitor
Triggers an event for a task record if the task has been
inactive for a certain period of time. If the task remains
inactive, the monitor repeats at regular intervals.

Yes. You can call a business rule through a clientscript by
using glideajax.
Can you call a business rule through a client script?

Use g_form.getControl('priority') method.
How do I reference a field on the form?

Script Include
• Used to store JavaScript functions and classes for use by
server scripts.
• Each _____ defines either an object class or a function.
• _____ run only when called by a server script.

Need to set the property glide.ui.chart.pie.labels to true or
false.
How to enable or disable the pie chart labels?

Configuration > Suggested Relationships.
Where to create a new relationship rules?

setForceUpdate() function
Updates the record even if there is no changes on the record.

Go to the dictionary of that table and add "no_attachment"
to the Attributes field.
How to disable attachment on a specific ServiceNow table?

We will use addNotNullQuery(String fieldName). For eg., to
get all the records where short description field is not null.
addNotNullQuery('short_description');
How do you get the records of a specified fields which are
non null?

By using IsNewRecord(). This method is useful for scripted
ACL, and in the condition of UI actions, but should not be
used in background scripts.
How will you determine whether the current record is a new
record?

Retrieves the display value for the current record.
What getDisplayValue() does?

Standard Workflow
Workflow that is active by default. With this workflow, new
articles created from incidents and problems are treated the
same as articles created MANUALLY by knowledge
MANAGEMENT team members. All new articles create a
knowledge record and can be edited through the Knowledge
form.

var workflow = new Workflow();
How to create a workflow object?

Dictionary application module
Each time you add a table you are creating a

1
How many calls are there to the server in this Business Rule:

Set ServiceNow to "Increment" numbers
Create a Business Rule to get this functionality
Clients inform you that Incident numbers are showing "gaps"
how would you configure it so that ServiceNow utilized
numbers sequentially?

getValue("variable_name")
Using a Record Producer, how to get the variable data from
client script?

Database
At what Layer does the "Extended Tables" happen?

Log(string, source)
In a busines rule, which of these is a GlideSystem - GS
function

g_form.getValue
An example of client script function

Monday at noon
If an SLA is setup for Monday to Friday 9:00 to 5:00 PM and a
ticket comes in at 12:00 PM on Thursday when will the SLA
timer kick?

databases.

Import sets
Powerful tool used to import data from various data sources,
and then map that data into ServiceNow tables.
DUNP11

Deploy (4th Phase)


Define:


Functionality
system.

Application
tables etc.

supported by business services — rather than repositories
of business services, supported by technology.


requirements?

(banner name/color)
getting msgs
and updates

Deploy

636

LDAP integration?

passes credentials to LDAP server?

MID Server Worker
ServiceNow

MySQL and Tomcat

SOAP Action
the web services.

SOAP envelope Body

MySql


request
• Check Lock field to ensure that future regenerations of
SOAP functions don't overwrite changes to current template

REST

• Endpoint URL
• Content
REST Function Options - Where can variables be used?


authentication)
a certificate


Lightweight Directory Access Protocol.It is used for user data

Dashboard
A visual collection of reports and analytics presented as KPI
scorecards and INDICATOR summary tab.

Login data & processes communications LDAP monitoring
discovery& systems management ERP change management
Standard integrations for ServiceNow are?

ServiceNow is a publisher and a Provider
Is ServiceNow a publisher, Provider or both when a 3rd party
consumes the SOAP message and updates information in
ServiceNow?

POP3
What Protocol Does ServiceNow use for Incoming Email?

Transform Maps
What is used during an LDAP import?

SSO - Single-sign-on
Method of access control that enables a user to log in once
and gain access to the resources of multiple software
systems without having to log in again

Best answer, but have not verified is that the ITIL user
cannot see fields under the module(s)
High security with default deny access to all, a Table is added
with ITIL read access to application & module, does the ITIL
user: - Not see any fields under the modules (no access) - or
read only to the fields - or full CRUD access to the fields?

Use a ACL rule
How do you secure a field on a form?

Through Self-service form in customer support system
called HI. Typically takes 2 weeks
How do you submit a request VPN?

Levels of Contextual Security
Several layers before an end user has the capability to
perform CRUD (create, read, update, delete) operations on a
table
• User Authentication/Login
• User Interface
• Database

Access control
Security rule defined and set at the row-level (access to the
record) and at the column-level (access to the field) and is
executed when attempting to access any ServiceNow table.
Specifies and is named for the object(s) being secured

Field ACL rule evaluation order
Find first matching:
• table.field (incident.number)
• parent_table.field (task.number)
• .field (.number)
• table. (incident.)
• parent_table. (task.)
• . (.)

Keys to Success with security
• Risk-based & Data-centric
• Secure first then develop
• Documented approach

• Records
• UI Pages
• Processors
• Client Callable Script Includes
What do Access Control Rules Apply to?

Any passed rule will allow access
What happens if there are multiple ACL rules at the same
processing level?

field will be read-only
What happens when a field write rule fails

Form hides the encrypted field
What happens to encrypted fields if a user has no encryption
contexts

Encrypting attachments
Users with >=1 encryption contexts will get Encrypt File
checkbox. If they have >1, they are asked to confirm the
context.

Impersonating user
It means that you can log in to the system as that user and
can have feel how the ServiceNow UI is set for that user.
This is very useful while testing. For example if you are
REQUIRED to test that a user can access change form or not.

All roles can upload attachments to ServiceNow forms
What happens if no roles are entered to upload attachments?

ACLs
How do you restrict access and enable contextual security?
How does ServiceNow limit the visibility of data during an
integration?

Read, write, delete
The High Security plugin is enabled. A new table is created.
ACLs are set up so that only users with the ITIL role can read
data in the table. As an admin, you log in and will be able to
what with the table?

Both have to be true to make the insert
What happens when there is a low level ACL and a field level
ACL on a table?

Create an ACL for Restaurant.* linking it to the
They describe a complex scenario where the user needs an
ACL setup to see more fields in the Restaurant table because
they can see records but can't Update them

stats.do
Fill in the blank: Information with key metrics about your
system found on _____
• Build Name
• Build Tag
• Instance Name
• Servlet Memory
• Servlets statistics
• Semaphores sets
• OS Configuration
• Logged in sessions
Where would you go to see the memory stats for your
instance?

Client transaction functionality
Steps to disable _____
• Enter sys_properties.list in the application navigator filter.

• Locate the property named
glide.client.track_transaction_timings.
• Set the property value to false.

Set the property glide.client.track_transaction_timings to
true
The Client Transaction Timings feature enhances the system
logs by providing more information on the durations of
transactions between the client and the server. How do you
enable the Client transaction timing?

Time for the application server to process a request and

Actions that cause a purge and rebuild of system cache
• Adding/updating system properties
• Adding/updating dictionary entries
• Committing update sets
• Adding or updating translations

Ping
Coarsest measure of network response time

SLA Trace Level
Controls number of messages sent to system log System
Properties > SLA The lower the selection, the more messages
are sent to the system log. Info setting (second to bottom)
typically only used when debugging SLAs

Client Transaction Timings plugin
the duration of transactions between the client and the
consumed.

Cleanup and import set deletion
Optimization for size of table/ number rows

MID server is the Management, Instrumentation, and
Discovery server
What MID stands for in MID Server?

AJAX Glide query
What is the best (most efficient) method to make a server call
using a client script?

Reduce the gauges
How would you speed up performance of the home page

Fields
The individual pieces of data in a record

System Dictionary
Where these fields are defined?
• Data Type
• Character Limit
• Default Value
• Dependency
• Other table attributes

Sys_id
Fill in the blank: 32-Character globally unique ID (GUID).
Every new record has a _____ of -1. When inserted, valid _____
is provided

Current variable
Used in Business Rules (server-side scripting). Current record
being referenced.

nil(object) function
Queries an object and returns true of the object is null or
contains an empty string

• g_form.getReference - Not Recommended
• GlideRecord - Not Recommended Second two have a
performance impact because they retrieve all Attributes of
the record rather than just the required field(s)
2 Methods NOT recommended of fetching server-side data in
a client script and which are recommended

Process runs asynchronously and other processing
continues until a response from the server is received
Happens when you use getReference with a callback

Update Sets
Workflows are not included in _____ until the Workflow is
published, at which point the entire workflow is added to the
______

gs.log()' messages are stored
Logs a message to the system log and saves it to the syslog
table. Remember two input parameters (the 2nd is optional):
String Message and String Source, i.e.: gs.log("The are
currently " + categoryCount + " incidents with a category of "
+ category, "Incident Counter")

Create a Dictionary Override
Best practice If you want to have a default value for the short
description field for a change that extends the task table,

Sys_db_object
Table that stores the details of table and inheritance

TRUE
True or False: Business rules execute on the server-side

TRUE
True or False: addQuery() is a valid query

Change the value of > System Properties > System 'Assign
a task number only upon insert (prevents unused
numbers).' to 'Yes'
Customer is seeing non sequential Task/Incident/Change
numbers, how is this addressed/corrected?

Coalesce field is not setup correctly
An integration is done of third part tool in ServiceNow. Data
is inserted into import sets and data is transformed and
stored into target table and all fields are being updated.
Upon analysis it found that duplicate entries are being
created. What could the possible cause of it?

XPATH Character - /
Most basic and primary element. Level separator similar to
Linus/UNIX paths on a file system

XML Helper
• Allows access parts of the XML document as if the various
elements were member variables to an object. Each level
down the XML document is represented by member variables
that are new objects themselves.
• Most commonly used function will take XML string and
convert it to a JavaScript object.

Default Script Macros
Macro name followed by tab For (for loop) Doc (multiline
comment) Help (list of macros and their shortcuts)

Client Script Global v. Not
IF global is checked, applies to all views, if not, must specify
a view (ESS, Default, Advanced, etc.)

onChange Client script
Runs on form when a field value changes, 5 parameters:
control - name of field changed
oldValue - is set when the form loads, will remain original
value when form loaded
newValue
isLoading - whether change is occurring as part of a form
load
isTemplate - whether occurred due to a template

g_form object
Which object is used to reference the currently active form?
Object whose methods are used to manage form fields and
their values Methods require use of field names and not
labels

UI policies
Faster load times with _____
Always use these if possible Execute on Form Load
Execute on form save/submit/update
Can access a field's prior value
_____ Execute after client scripts
_____ Require scripting - client script

UI Policy Best Practices
• Set onLoad to false if you don't need it to execute on page
load
• Use as few UI policies as possible to avoid long page load
times
• Write conditions in condition builder wherever possible to
avoid unnecessary scripting
• Always populate the Short Description field

Before Business Rule
• After form submission, before record updates in the
database
• Execute synchronously
one runs
• e.g. Calculate priority based on Impact and Urgency

Local Variables in script -business rule global objects: -
previous -current -g_scratchpad (display business rule
only) -higher numbered business rules inherit variables and
their values from lower numbered business rules unless
variable scope is limited by a function
What data can be used in business rules?

Client Callable Script Includes
Yes/No field in Script Include Definition if yes, client side
scripts can access

Import Set - Foreign Record Insert
the target table for the import. Happens when updating a
reference field on a table, ex. when updating the value for
caller on an incident the import is actually updating the
sys_user table

• Navigate to System Definition > Application Menus and
select the application menu from the list.
• Right-click the application label in the application
navigator and select Edit Application.
How to edit an Application in ServiceNow?

Add glide.sys_reference_row_check to the System
properties and set to true.
How to control the script conditions of Access Control Rules
apply to a table's reference fields?

Metrics in ServiceNow
They record and measure the workflow of individual records.
With metrics, customers can arm their process by providing
tangible figures to measure, for example, how long it takes
before a ticket is reassigned or changes state.

List, Bar, Pivot, Pie, Calendar etc.
Name few types of reports that you can generate?

By adding the system property
glide.pop3.process_locked_out to true. For more
information, http://wiki.ServiceNow.com/index.php?
title=Inbound_Email_Actions
How to allow locked out users to trigger inbound email
actions?

Coalesce property
A property of a field that we use in transform map field
mapping. When we set this property as TRUE for a field
mapping it signifies that this field will work as unique key.

UI policy acts when a record is inserted or updated through
a ServiceNow UI i.e. ServiceNow forms while data policy acts
whenever a record is inserted or updated into database
through any means.
What is difference between UI policy and data policy?

Simple, Dynamic and Advanced qualifiers. Prior to Eureka
release only Advanced qualifier was available.
How many types of Reference qualifiers are there?

Order in business rule
Sequence in which the business rule should run. If there are
multiple rules on a particular activity, the rules run in
sequence from the lowest order number to the highest.

You can, but there is no guarantee of sequencing. You
cannot predict what order your event handlers will run.
Can I have more than one function listening to the same
thing?

Difference between Business rule and client script
Business rules runs on the server side whereas Client script
runs on client/browser side.

Data dictionary
It defines every table and field in the system. It contains
information about a field's data type,default value,
dependency, and other attributes.

Create a new table and extend cmdb_ci or other cmdb class
table.
How to create a new CMDB class?

setWorkflow() function
Enables or disables the running of business rules that might
normally be triggered by subsequent actions. If the e
parameter is set to false, an insert/update will not be
audited. Auditing only happens when the parameter is set to
true for a GlideRecord operation.

deleteMultiple() deletes multiple records according to the
current "where" clause. Does not delete attachments,
whereas deleteRecord() deletes single record.
Difference between deleteMultiple() and deleteRecord()

Using addJoinQuery(joinTable, [primaryField],
[joinTableField]). This is not a true database join; rather,
addJoinQuery adds a subquery.
How do you get the result set from two tables?

By using hasAttachments()
How will you determine if the current record has any
attachments?

query() will query the GlideRecord table as well as any
references of the table. _query() is identical to query(),
intended to be used on tables where there is a column
named 'query', which would interfere with using query().
What is the difference between query() and _query()?

Workflow designer user interface
It is divided into Canvas tabs, Title bar, Canvas, and Palette.

Yes. We need to first checkout that workflow which needs
to be edited.
Can you edit the published workflows and how?

Automated discovery product importing the information
from another source integrating with existing external
CMDBs
What are the ways of populating CMDB?

Scripting Layer
Business Rules are processed at which layer?

Granular updates client has made
What does the Client Transactions page show?

TRUE
True or False: All configuration Changes except non-
published workflows are recorded Update sets

System Diagnostics > Stats
Where would you go to see the current release information?

Do not assign until insert option
What can be done to make sure tasks use a sequential
ordering?

g_scratchpad
Apart from x what other variable is avialable globally

Database Layer
Business Rules run at which layer?
DUMP12
Plan (1st Phase)
• Project Setup
• Team Setup
• Kick-off

• Pulse Checks



deployment

Role

UI16 - Released with Geneva.

items found

connectivity?

transitioning



A producer

LDAP integration
- OU definition
- Transform map
- Import schedule
and import sets

ECC queue?

• Filters
• System Security
processes


SOAP Envelope

SOAP WSDL

FALSE



• Business Rules
• Script Includes
• Workflows

• Get
• Post
• Put
• Delete

• Headers
• Parameters
Components

RDN (LDAP)

• Primary (T/F)
properties

ServiceNow

Transform Map
target table.
Database?

Targets

Both
services?

Two integral parts of an LDAP implementation


Tomcat / MySql
components?

Roles
Fill in the blank: _____ Define the parts of Access Control.
Applications and Modules are governed by _____
Only users with one of the _____ listed are allowed to perform
the operation, Conditional expressions - Allows to specify
certain conditions (category is Database) Scripts

High Security Plugin
Creates a role called security_admin which is added to the
default System Administrator user. New role has "elevated
privilege"

The system will evaluate both rules and if either is true,
then the requested access is allowed.
What if there are two rules for incident.number (field)?


VPN for LDAP
Recommended that customers implement LDAPS (LDAP over
SSL) v. standard LDAP (non-encrypted). Standard LDAP
certificate which must be uploaded to instance. VPN to be


• Roles (if more than one, must have at least one)
• Conditional Expressions (evaluates to true or allow if
condition is met)
• Scripts (setting answer to allow or deny)

Three main security modules
• System Properties > Security - can set default behavior for
no ACLs
• System Security > Access Control - manages ACLs
• System Security > High Security Settings - set tighter
security options

Encryption Support

• canRead()
• canWrite()
• canCreate()
• canDelete()

table ACL rule

Define: -Name -Encryption Key (if left blank, ServiceNow will
auto-generate). ServiceNow can't retrieve user-defined keys

field


Navigate to User Administration > Role and click New.
How to create a new role?

No
Should end users have to go through VPN for serviceNow?

• Conditional expressions
• "Category is database" scripts
• Custom script written for security access roles
• User require to have one of the defined roles to perform
actions
ACL rules are defined by

Contextual Security Plugin
Allows to create record and field-level security

Object
At what Level are "ACLs" applied?

99.995%

Upgrade History

examined during an upgrade is tracked and the action taken
on that record is tracked as the disposition

address bar.
How to access the amount of memory a ServiceNow instance
is using?

Do not make synchronous calls using g_form.getReference()
Use jslog to debug

Instance cache

All instances exist simultaneously in two data centers
through asynchronous data replication. Current primary data
center has read-write, secondary has read-only

Inactivity monitors
Run in the background to check inactivity and look for events
to fire in the event of inactivity Large numbers of

An additional module in ServiceNow that allows customers to
take a ServiceNow snapshot of data at regular intervals and

statistics that businesses track to measure current conditions
and to forecast business trends.

average value

A user reports that his homepage is loading slowly. What can
be done to improve homepage rendering time?

What is best monitoried for client perceived performance?

Cloud Hybrid
own DB, Application

Examples of UI Policy

Unique field in System Dictionary
Allows having unique values in the table's column selected in
the dictionary definition of a field

Async
Type of business rule that should be used when calculating
metrics and SLAs

g_scratchpad variable
Used in business rules. Available in On Display business rules
to pass server-side information to the client to be used for
Client Scripts

Local variables are contained in functions, global variables
are not
Difference between a local and global variable in a Business
Rule

g_scratchpad is set once when the form is loaded (set in a
Display business rule), whereas GlideAjax is triggered
dynamically by the client
Difference between g_scratchpad and GlideAjax

Callback function
Fill in the blank: _____ written in a client script that runs
asynchronously after a server call using getReference. _____
is defined as a parameter of the getReference

Right-click in the related list header and select Personalize
> List Control. Select Omit new button or Omit edit button
To remove the New and Edit buttons from a related list

Append to the ServiceNow URL /side_door.do
What is the 'SSO bypass' web page? How do you test SSO
using the bypass method?

Function that contains a server call

FALSE - Task Table is Base Table
True or False: Task table is an inherited

TRUE
True or False: Business rules can be executed on a query

TRUE
True or False: addNotNullQuery() is a valid query

Business Rule
Fill the blank: _____ is server side script
How would you implement a consumed SOAP message in
your form?

FALSE
True or False: g_user g_form and JS: are global objects like gs

XPATH Character - *

System Schedules

Execute in browser manage forms and fields in real-time

Client Script Types
onChange onLoad onSubmit onCellEdit

Local variables defined in the script Client Script Global
Variables
g_form - object
g_user -object
g_scratchpad

g_form.getValue()
• Always returns a string
• syntax: var X = g_form.getValue('field_name')
• If used with a choice list, returns value ('7' rather than
'Rejected')
• If used with a reference field, returns the sys_id

UI policy scripting
Can write scripts to execute if true or if false (separate boxes)

~900 -best to create a copy and deactivate original when
from upgrades

Async Business Rule
• Run after records are inserted/modified/queried
• Run asynchronously as scheduled jobs
• Queued by scheduler to run as soon as they can. Allows
current transaction to finish without waiting for the rule
• e.g. Notify subscribers when CIs are affected by an Incident
• e.g. SLA calculations

• Use async whenever possible
• Use display to pass data from server to client side during
form load
• Wrap code in functions to make variables local
• Use condition builder rather than script whenever possible

For use on server side only (not client-callable) Name must
be same as the function name Sometimes called On Demand
Functions Usually called from Business Rules

Checking if an inactivity monitor is used
• System Policy > SLA > Inactivity Monitors
• System Policy > Events > Script Actions
• Filter - Event name is <tablename>.inactivity
• System Policy > Email > Notifications
• Similar filter If no records are found in script actions or
notifications, safe to disable inactivity monitor

Enable or disable an application
Navigate to "APPLICATION Menus" module under system
definition application. Open the respective application that
require to be enable or disable. Set active as true to enable it
or set active to false to disable it.

Parent table for Software, Hardware, Business Service
cmdb_ci table is parent table for

Navigate to Self-Service > Service Catalog.
How to access Service Catalog

Navigate to System Policy > Email > Inbound Actions and
Click New.
How to create an Inbound Email Action?

By setting the system property
glide.email.smtp.max_recipients
How to change the recipient limit to email notification?

Coalesce insert new record
If a field match is NOT found with the coalesce field, then a
new record will be inserted into the target table.

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.
In which table update sets and customization are stored?

HTML Sanitizer
Fill in the blank: It automatically cleans up HTML markup in
HTML fields to remove unwanted code and protect against
security concerns such as cross-site scripting attacks. The
_____ is active for all instances starting with the Eureka
release.

Gliderecord
A javaclass that is used for database operations instead of
writing SQL queries. It is an object that contains zero or more
records from one table. Another way to say this is that a
GlideRecord is an ordered list.

Most important things to remember while creating a script
include class
The name of the script include match the name of the class,
prototype, and type. var NewInclude = Class.create();
NewInclude.prototype = { initialize : function() {},
myFunction : function() { //Put function code here }, type :
'NewInclude'};

Installation exit
Customizations that exit from Java to call a script before
returning back to Java. Navigate to System Definition > _____.
Some _____ names (Login, Logout, ValidatePassword,
ExternalAuthentication) are reserved and cannot be changed.
Other _____ can override these with custom script

Schema map
Displays the details of tables and their relationships in a
visual manner, allowing administrators to view and easily
access different parts of the database schema.

setLimit(n) function
Functions limits the number of records to query by
Gliderecord().

To select whether the variables used should cascade, which
passes their values to the ordered items. If this check box
is cleared, variable information entered in the order guide
is not passed on to ordered items
What is the significance of cascade variable checkbox in
order guide?

We will use addOrCondition(String name, String oper,
Object value). var gr = new GlideRecord('incident');var qc =
gr.addQuery('category',
'hardware');qc.addOrCondition('category',
'software');gr.query();
How will you fetch the records where incident is having
category as hardware or software?

next() moves to the next record in the GlideRecord. _next()
provides the same functionality as next(), intended to be
used in cases where the GlideRecord has a column named
next.
What is the difference between next() and _next()?

Using getRowCount(). For more information, visit
http://wiki.ServiceNow.com/index.php?title=GlideRecord
How to retrieves the number of rows in the GlideRecord?

Submission Workflow
Workflow that can be activated by an Admin. With this task-
based workflow, articles created from incidents and problems
become article submissions. Knowledge management team
members review the information and determine whether to
create a new article, update an existing article, or take no
action.

Using cancel() method. E.g.,var workflow = new
Workflow();workflow.cancel(current);
How to cancel the current workflow?

The form would show the Short Description from the Task
Task table.
An administrator adds a Short Description field to the
How the Short description is displayed in Problem and Task
tables?

Client Scripts
What section can't be setup to use an Order of Execution?
If your page is taking too long to load, what is likely the
problem?

Extend cmdb_ci table
Where would you setup a custom table for Firewalls if the
customer didn't want to use the default?

Can have both a default task table short desc, and a custom
field called short description, can set the custom field to
have a default value of "x"

TRUE
True or False: If an SLA is setup to record (8-5 Weekdays), It
will count time during these hours

System Log
Which log does a business rule Log() output to?

g_form.getValue(variable)
An example of client script method that can be used to get a
variable info

Maintain Items
Where do you go in the Service Catalog to create new catalog
items?

DUMP13Streamline user login process, user creation and role
assignment
Main use of LDAP?

389
3 Digit port used by LDAP

636

FALSE

A producer

TRUE

<tablename>.do?wsdl
Added at the end of ServiceNow URL for any table to extract
the web services view (WSDL)

LDAP integration?

FALSE
LDAPS integration?

LDAP integration

- OU definition
- Transform map
- Import schedule
and import sets

LDAP authentication
These are the 4 steps in

Password stored in HTTPS session. If the "Source" field of
the user record starts with LDAP, validation is attempted
using LDAP, otherwise the password on the local user
record is used to validate login
What is the LDAP validation on step 1 when user enters
password?

passes credentials to LDAP server

Fill blank:
message)

ECC queue?

• Monitors
• Workers

MID Server Monitor
Runs on its own thread as a timer object and is configured to
execute a task periodically, returning its result to the ECC
queue

MID Server Worker
ServiceNow


• Filters
• System Security
processes?

Company Separation

Email Protocols
Fill in the blank: Standard _____ for ServiceNow
• Outbound
• SMTP Inbound
• POP3

MySQL and Tomcat

etc)


• Endpoint
• Action
• Envelope

SOAP endpoint
URL or Address where the SOAP request is delivered. Must be
able to reach the endpoint over the network in order for the
communication to succeed.

SOAP Action
the web services.


SOAP Envelope

• Main Document
• Body

SOAP envelope header

SOAP envelope Body

do next

SOAP WSDL


Tomcat
Webserver used by ServiceNow

MySql


FALSE

In HTTP Session

Test Connection
Which related link is used to test LDAP connection


LDAP



Port 389 & Port 636 Respectively
Ports used by the LDAP and LDAPS (Secure)



SOAP web service.

SOAP Message UI
Can specify a URL to a WSDL document or paste the WSDL

request
• Check Lock to ensure that future regenerations of SOAP
functions don't overwrite changes to current template

section

• Business Rules
• Script Includes
• Workflows

SOAP Message Library

• SOAPMessage - supports the SOAP Message UI
• SOAPEnvelope - Used behind the curtain by SOAP
Message UI, can be leveraged directly by an admin to create
custom messages, bypassing the UI
• SOAPRequest - Same as above
requests

REST


• Get
• Post
• Put
• Delete

HTTP verb
of the request

Similar to SOAP Message Tool
• Requires an Endpoint
• Generates the four HTTP Methods as Functions
• Endpoint can use variables - ${varName}
Describe the REST Message UI

• Endpoint URL
• Content

• Authentication
• MID Server

• Headers
• Parameters
Components

String v. XML

• Variables
• Connectivity
• Access to HTTP Request components
• Set Variable Values
• Test the request
• Preview script usage
Describe the REST Function Options


DN (LDAP)

RDN (LDAP)

• Name
• Server URL
• Login password
• OU Definition
the GUI

LDAP OU Definition
Define directories that are the source for the imported data.

authentication)
a certificate

• Automatically

• Primary (T/F)
properties


• Enabling compression
• Caching items from HTTPS
Two key browser settings


Gauges
homepage.

ServiceNow

unloading them.
Are Homepages and Content pages added to the update sets?

Navigate to System Properties > CSS.
How to change the banner and list caption background color?

Lightweight Directory Access Protocol. It is used for user data

That pages is saved as his personalized Homepage instead
of updating on the actual homepage. For example home
Homepage?

Transform Map
target table.
Database?

infrastructure

Ability to offer better service to the business through better
IT.
Better change management; faster incident resolution
Higher APPLICATION availability
Reduced asset maintenance costs
More automated processes
Simpler problem resolution
Increased IT governance capability
What are the Top benefits that a company can gain from
CMDB?

Dashboard
A visual collection of reports and analytics presented as KPI
scorecards and INDICATOR summary tab.

Scorecard
progress over time. A ____ belongs to an indicator. The first

Targets

It displays gauges to help you review the performance of
workflows and determine which ones need to be improved.
The Workflow Operations Dashboard is available starting
with the Fuji release.
What is workflow operations dashboard?

LDAP setup procedure
• Determine the type of communication channel
• Define LDAP server
• Provide LDAP server login credentials
• Set connection pros & test connection
• Define OU's create data source and transform map
• Create and execute scheduled import

Login data & processes communications LDAP monitoring
discovery& systems management ERP change management
Standard integrations for ServiceNow are?

• SOAP
• XML
• WSDL
• HTTP

Both
services?

Custom web service in javascript
What language is scripted in a Web Service?

Use MID Server
What happens if web service publisher is behind firewall?

ServiceNow is a publisher and a Provider
Is ServiceNow a publisher, Provider or both when a 3rd party
consumes the SOAP message and updates information in
ServiceNow?

Service?

Two integral parts of an LDAP implementation

System Diagnostics - > Upgrade History
Where would you go to see all of the things that were

LDAPS
What protocol would be used to create a Secure Active
Directory implementation

POP3
What Protocol Does ServiceNow use for Incoming Email?

SMTP


ServiceNow does not store passwords
Where does ServiceNow store the Password for LDAP
integrations?

Read Only
What level of permission is needed for LDAP integration

Transform Maps
What is used during an LDAP import?

LDAP integration?

Tomcat / MySql
components?

Web services
Which integration component uses WSDL's?

Outgoing SOAP Request
When consuming a Web Service from Service Now what is
needed?

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1.

What is the name of the ServiceNow General Statistics

a. Separate Products each with their own stories, sprints

1. GlideRecord IS a Server Call

Based on that gel and setValue statements should not

a. Create SSO,Groups, Locations, Roles,Scrum/Planning

a. Create an Inbound Web Service application

NOTE: Scheduled Imports are only used for LDAP...

a. Data Sources and Data Population

More Info: Integral = Necessary to make complete; essential

a. AJAX Glide query

More Info: 3 Minimize Server Lookups

a. Plan, Discover, Prepare, Deploy, Operate, Transform

More Info: The ServiceNow engagement manager:

a. Granular updates client has made

More Info: Installing the plugin adds the module Client

a. System Updates -> Upgrade

More Info: An upgrade history record is created for each

a. Even though there is a VPN it isnt used

a. Create custom string field and business rule to increment

More Info: By default, numbers are generated every time a

a. Extend cmdb_ci table

a. The task table is extendable, but is not an extension of

More Info: https://wiki.servicenow.com/index.php?

a. All data updated

a. Admin users will be able to see App and module and do

a. Can have both a default task table short desc, and a

a. Remove checkbox from audited field

More Info: Overview

a. Table of information containing data types, keys, labels,

a. Both ACLs have to be true to make the insert

a. When you want to use Alert functionality

a. System Diagnostics > Stats

More Info: https://wiki.servicenow.com/index.php?

a. It will count time during these hours

a. Reduce number of client scripts

a. Each item has its own Unique ID

a. External Communication Channel (ECC) Queue

a. ServiceNow does not store Password

a. Read Only access

a. "Do not assign until insert" option?

a. There are 2 available short description fields

a. ACL Security Jump Start

a. Runs in the server side

a. Reduce the gauges

a. Coalesce value was wrong

a. Set the Coalesce value on a non-indexed field

a. Before Business Rules

a. Passwords are not stored in ServiceNow

a. Create an ACL for Restaurant.* linking it to the

a. Outgoing SOAP Request

function onChange(control, oldValue, newValue, isLoading,

a) The new field will not be created because the Problem

a) A table that is extendible by other tables but is not an

a) Decrease the refresh rate

a) Check the Run Business Rules checkbox

Displays gs.print() and gs.log() statements, as well as server

_____ Tracks all upgrades made to an instance. Each record

• Enter sys_properties.list in the application navigator filter.

(the question may also reference 'server side includes'

• User enters credentials into ServiceNow

Supported if customer's mail server is being used