Can a user open an Incident by email, if so what is

utilized?
Inbound Email Action

Can we delete all tables?

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

Can we have multiple cycles for approvals in catalog

item?
A. No.
B. Yes
B. Yes

Catalog variables are________ ?

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

Cmdb_ci_server inherits which class?

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

Condition in Service Now has _________ .

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

Content of service catalog ___________?

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

Diff. b/w Buisness Rule & Client Script?

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

does ESS have a role?

ESS does not have a role

ESS (Employee Self Service) Users can see which of the

modules?
A. My Request , Maintain Items, Open Records
B. My Requests, Requested Items, Incidents
C. My Request , Order Guides, Requested Items
D. My Request , Record Producers, Requested Items
B. My Requests, Requested Items, Incidents

For the reference of any table column on any other form

which of the activity is performed?
A. Personalize ->Dictionary->check the display box of
that table
B. Can be done through Script
C. Making Table columns global
A. Personalize ->Dictionary->check the display box of that
table

For which of the option, changes are captured in Update

Set?

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

For which tables all SLA's are tracked ?

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

How are access controls defined?

Conditional expressions
Scripts
Roles

How are users brought in?

Manually
LDAP
Single Sign On

How are users related to roles or groups?

1 to many relationships

How are workflows made available to users?

They are published

How can the KB be populated?

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

How can you set a read only field?

UI Policy

How do you change the sort sequence of fields or task?

modify the order field

How do you limit file attachments?

System Properties > Security

How do you modify or create workflow?

Utilize the Graphical Workflow Editor

How to decide which application will be visible on

logging?
A. Defined through Manager Permissions
B. Everybody can see all the applications
C. UI Policy
D. Defined on the basis of roles assigned to the user.
D. Defined on the basis of roles assigned to the user.

How to make a Business Rule global?

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

If a request is rejected what happens?

notification is sent and sets the status to cancelled

If a table is created with label "ghi" which name will

appear in dictionary for it?
A. z_ghi
B. ghi_z
C. ghi_u
D. u_ghi
D. u_ghi

If importing data, how do you keep from importing

duplicates?
Utilize the Coalace field to state which field is the unique
key

If the system is going to be upgraded,what will be

exempt from the upgrade?
Any record that has been altered from the base state by
the customer

Impersonate User means ____?

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

Incident extends which table?

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

In which part of UI global search appears?

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

_________ is used for exchanging structured information in

the implementation of Web Services in computer
networks.
A. PaaS ( Platform as a Service )
B. SaaS( Software as a Service )
C. SOAP
D. All of the above
C. SOAP

Knowledge articles are maintained on which basis?

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

List can be edit by?

A. List Collector

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

My manager is going to be out of town and needs to have

the supervisor approve while he/she is out of town, what
would he/she utilize in ServiceNow?
Delegate-Delegation is the ability to designate other users
to receive and interact with approvals and task assigned to
you

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

Retroactive start when activated does what?

Sets start to equal when the ticket was created

service catalog workflow can be attached in 3 ways:

manually on the catalog item form
automatically based on conditions
automatically if no other workflows attached

SLAs include actions that can be triggered when during

the lifecycle?
anytime

Tables and Fields can be viewed and manipulated where?

Record List
Form
Tables and Columns

To access the control list you have to have which access?

Security_Admin

To change the prefix of a Ticket Number which module of

Service Now is used ?
A. System Properties
B. UI Macro
C. Number Maintenance table
D. Through Script
C. Number Maintenance table

To improve the System Performance which among this is

preferred?
A. Increase the number of gauges
B. Decrease Refresh time of the page.
C. Either put refresh as off or increase time of refreshing
a page
D. None of these
C. Either put refresh as off or increase time of refreshing a
page

True/False - business rules are real-time?

False - business rules are not real time

Types of SLA (SLA, OLA & UC) are defined in which field?
A. Condition field
B. Retroactive Start
C. Type field
D. Duration
C. Type field

UI actions are executed on client or server?

A. On Client Only
B. On Server Side
C. On both Client & server side by checking the Client
field
D. Can't be used in both client & server side
C. On both Client & server side by checking the Client field

_______ User can see tickets ,messages and mails of other

user.
A. ESS
B. Manager

C. Analyst
D. Delegate
D. Delegate

What allows administrators to group a series of changes

into a named set and move them to another instance?
An update set

What are breadcrumbs?

The links that appear as underlined text to display content
criteria

What are import sets used for?

To import data from various data sources that maps data
into SN tables

What are releases named after?

"World class" cities

What are the 3 basic components of Workflow?

Approvals
Notifications
Task

What are the 3 basic components of workflow?

Approvals
Notifications
Task

What are the default service catalog workflow stages?

Waiting for approval
Fulfillment
Delivery
Completed
(or request cancelled)

What are the different types of releases?

Feature release
Patch release
Hot fix

What are the major components of the service catalog?

Record producers
Items

Variables
Order guides
Workflows

What are the performance baseline best practices?

Network, browser, and server - about 3 seconds
Response time (server response time) - below 800
milliseconds

What are the provided roles?

System administrator
Specialized administrator
ITIL (or process)
Employee Self Service (ESS)

What are the SLA conditions?

Start
Stop
Pause

What are the standard reports?

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

What are the steps in a SLA?

start
stop
pause

What are the steps to to import data using an import set?

-Load data
-Create the transform map
-Run transform

What are the types of client scripts?

-onLoad()
-onChange()
-onSubmit()
-onCellEdit()

What are the types of SLAs?

SLA - service level agreement
OLA - operating level agreement
UC - underpinning contracts

What are the types of table relationships?

Extensions
One-to-many
Many-to-many

What are the workflow actions?

Approvals
Conditions
Notifications
Tasks
Timers
Utilities

What are the workflow activities?

approvals,conditions, notifications, task, timers, utilities

What are the workflow stages?

Waiting for approval>fulfillment>delivery>completed

What are update sets?

customizations that can be moved from 1 instance to
another

What are update sets?

groups of customizations that can be moved from one
instance to another
(Homepages are not added by default, data does not get
added to update sets, scheduled jobs are not added to
update sets)

What can be used to put buttons, links, and context menu

items on forms and lists?
UI Action

What can you do if the Homepage is slow?

Remove some gauges or change the refresh rate

What contains a record of events?

The event queue

What controls enable admins to set mandatory and read

only states for fields and can be used to enforce data
consistency across applications?
data policy

What controls what data users can access ?

ACL-Access Control List
ACLS is a rule that will match the object (Field or Table) and
which permissions are required to access the object

What does CI stand for?

Configuration Item

What does Contextual secuirity Manager do ?

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

What does Key Icon on banner indicates in Service Now ?

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

what does SaaS stand for?

software as a service

What does the green field status indicator mean?

Optional with a value.

What does the light red field status indicator mean?

Required that has a saved value

What does the orange field status indicator mean?

Read-only data that is not editable on this form

What does the power edge provide?

- Show or hide the application navigator or the banner
frame
- Split the screen (content frame) vertically or horizontally
-Create and manage bookmarks

What does the red dashed line indicate?

Invalid data or a mistyped word

What does the red field status indicator mean?

Required field that requires a value

What do incident, problem and change have in common?

They save to the task table

What happens if a SLA task does not reach the condition?

The SLA is breached

What has conditions, scripts and roles and can limit

security?
ACL-Access Control List

What information is stored in Data Dictionary?

A. Data Values
B. Database Structure
C. Scripts
D. Schema
B. Database Structure

What interfaces can tables be viewed and manipulated

with?
The record list view
The schema map
The tables module

What is a business rule?

a piece of JavaScript configured to run when a record is
displayed, inserted, updated, deleted or when a table is

queried. It can be set to run before or after the database

action has occurred.

What is a CI?
A CI is any tangible device, or intangible dedicated
software in the CMDB

What is a CMDB?
A series of tables that contain all the assets and business
services (CIs) controlled by your company as well as their
configurations.

What is a column?
A field is a column

What is a configuration item?

Any tangible device, or intangible dedicated software in the
CMDB

What is a delegate?
Another user in the instance designated to receive and
interact with approvals and tasks assigned or sent to you

What is a form?
A form displays fields from one record.

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

What is a graphical representation of other tables related

to a specific table?
A schema map

What is a group?
A record in the sys_user_group table

What is a metric?
It's used to measure and evaluate the effectiveness of IT
service management processes

What is an access control?

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

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

What is an event?
An indication to the SN process that something notable has
occurred

What is an information format that displays content from

a table?
A list

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

What is an update set?

A group of customizations or personalizations that can be
packaged and moved from one instance to another

What is a record producer?

an interface used to create Service Catalog records. Can
be used anywhere in ServiceNow

What is a retroactive start?

Sets the start time equal to when the incident was created

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

What is a row?
A record is a row

What is a security rule at the row and column level that is

executed when attempting to access a ServiceNow table?
ACL-Access Control List

What is a select box, single line text, reference, check

box, multiple choice?
variable

What is a service catalog?

A robust ordering system for services, hardware, and

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

What is a set of table fields?

A record

What is a SLA?
A record in the SLA [contract_sla] which defines a set
amount of time for a task to reach a certain condition

What is a target table?

Where the data will be placed from an import set, post
transformation

What is a tool that will autopopulate the CMDB about

your windows computer?
Help the Helpdesk

What is a transform map?

Used to determine the relationships between fields in an
import set table and a service now table

What is a user?
A record in the sys_user table

What is a variable set?

Unit of variables that can be shared between catalog items

What is a virtual representation of activities consisting of

connected steps planned out in a sequential matter?
Workflow

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

What is BSM?
Business service map - graphical representation of services

What is ran on the client side and what is ran on the

server side?

UI Policy/Client Script is Client Side and Business Rule/Data

Policy is Server Side

What is retroactive start in SLA?

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

What is single sign on?

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

What is stored in a table?

data

What is the difference between business rules and client

scripts?
Business rules apply consistently to records regardless of
how they are accessed - client scripts only apply when
accessed through a form

What is the difference between SLA, OLA, and

Underpinning Contracts?
Type Field

What is the Duration of the elevated role?

Current Session

What is the function of the application navigator?

Provides links to all applications and modules

What is the intersection of a row and column in a table?

A field

What is the KB submission workflow?

Draft
Review
Published
Retired

What is the knowledge base?

A repository used for the storage and publication of
important information

What is the name of the search engine used by

ServiceNow?
Zing

What is the notification flow and how can a notification be

sent out?
Script, Business Rule, Workflow can all send out
notifications

What is there stored in CMDB?

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

What is the sequencing of publishing a Knowledge

Article?
Draft
Review
Publish

What is the structure of the KB?

Topics
Category
Articles

What is the type filter text?

Used to search through applications and modules

What is the unique 32-character GUID used to identify

records?
sys_id

What is the use of BSM (Business Service Management)

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

What is the use of Coalesce in Transform Map?

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

What is the use of Script Includes in Service Now?

A. It is used as same as client script.
B. Script Includes is not there in Service Now
C. the scripts that are used again & again are maintained

in Script Includes so that it can be called any time in the

required scripts
C. the scripts that are used again & again are maintained in
Script Includes so that it can be called any time in the
required scripts

What is used to make a field a unique key when importing

data?
Coalesce

What methods are available to populate the CMDB?

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

What module tracks all upgrades made to the system?

System Diagnostics>Upgrade History

What numbers are generated by service catalog orders?

REQ
RITM
Catalog task

What provides a guide for moving data from Import Sets?

Transform Map

What provides a guide for moving data from import sets?

transform map

What runs on the server side and enables administrators

to set mandatory and read-only states for fields?
Data policy

What search syntax returns items that contain the

phrase?
*mysearchterm

What search syntax returns items that does not contain

the phrase?
!*mysearchterm

What search syntax returns items that do not equal the

phrase?
!=mysearchterm

What search syntax returns items that end with the

phrase?
%mysearchterm

What search syntax returns items that equal the phrase?

=mysearchterm

What search syntax returns items that starts with the

phrase?
mysearchterm%

When are customers notified of an upgrade?

30 days prior to the start of the rollout period

When can a business rule run?

When a record is inserted, updated, deleted, or when a
table is queried

When is a notification sent out?

When an event has been fired

When you click on create an incident, reset an password,

report an outage, where does it take you?
A. Catalog property
B. Service Requests
C. Order Guides
D. Record Producers
D. Record Producers

When you open a service catalog and click the Order

button what gets created?
REQ>RITM>TASK

Where are business rules stored?

Business rule table

Where can you view information about system activity?

system logs

Where does a UI Policy run?

On the client side (browser)

Where does the home icon take you and what does the
icon look like?
takes you to the Homepage and the icon looks like a little
home

Where do you go in ServiceNow to change the banner

and colors?
System Properties, then CSS Properties

Where do you go to add/modify a service catalog item?

Service Catalog>Maintain Item

Where do you go to delete tables?

Tables and Columns
Choose "delete" and type the word "delete"

Where Pause condition in SLA can be used?

A. It can be put on any desired field
B. When putting Pending State
C. When putting Resolved State
D. When putting Cancelled State
A. It can be put on any desired field

Where Pause condition in SLA can be used ?

A. It can be put on any desired field
B. When putting Pending State
C. When putting Resolved State
D. When putting Closed State
A. It can be put on any desired field

Which of the following option is an example of UI Policy ?

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

Which of the following thing is true while solving incidents

as per ITIL framework ?

A. Incident Urgency is based on Impact & Priority

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

Which table contains CI relationships?

cmdb_rel_ci

Which table contains CIs?

cmdb_ci

which workflow is designed to be used over and over

again?