Service Now Admin Certification Questions

1. Contextual Security-Question on hierarchy

Contextual Security -- Secure a record based on its contents

Hierarchical Security -- Can apply security rules to any level in our object hierarchy

The system is aware of our object hierarchy when it tries to identify a security rule to apply to a
particular entity. The search order for a field level rule is:

explicit rule on self

explicit rule on field in parent
... until parent doesn't contain field

wildcard rule on self

wildcard rule on field in parent
... until parent doesn't contain field

Example: Given incident.number

Search is:

incident.number
task.number
*.number
incident.*
task.*
*.*

2. What does Order guide refer to in Service Catalog?

Ans: Bundled Request (An order guide gives customers an easy way to order multiple related
items as a single request)
3. Where BSM maps are stored? On which table?
bsm_map2 table (Business Service Management map)
4. Which field should be there in table that identifies that it should be captured in Update Sets?
Ans: update_synch attribute
5. Where is workflow versions captured?
Ans: wf_workflow_version table

The following tables store workflows:

Workflow [wf_workflow] - The master records of workflows.

Workflow [wf_workflow_version] - Particular versions of a workflow, either published
versions or versions that have been checked out.
Workflow Context [wf_workflow_context] - Individual instances of a workflow being
used.
 The following tables store activities:

Workflow Activity Definition [wf_activity_definition] - Defines the activities available to

be used in a workflow.
Workflow Activity [wf_workflow_activity] - Activities as they are being used in
Workflows.
Workflow Executing Activity [wf_executing] - Individual instances of activities being
performed in active contexts.

The following tables store other Workflow components:

Workflow Stage [wf_stage] - Definitions of stages used by workflows.

Stage Default [wf_stage_default] - Definitions of default stage fields for tables to use.
Workflow Variable [wf_variable] - The Service Catalog variables for a workflow.
Activity Variables [wf_activity_variables] - Variables for activities.
Workflow Condition [wf_condition] - All of the defined conditions in workflows.
Condition Default [wf_condition_default] - Default conditions for Workflow Conditions.
Workflow Transition [wf_transition] - All of the defined transitions in workflows.

The following tables store historical information about workflows:

Workflow Log [wf_log] - All of the events and history of the Workflow.
Workflow Activity History [wf_history] - The history of executed activities.
Workflow Transition History [wf_transition_history] - The history of executed transitions.

The following table is also relevant to workflows:

Workflow Schedule [wf_workflow_schedule] - Defines a specific time to run a particular

workflow.

6. If workflow is not published, only checked out will it be captured in update sets?
Ans: No, only published workflows are captured in update sets.
7. What does workflow timelines represent?
Ans: Shows timestamps in graphical form for activities of workflow.
8. When Business rules can be used in Knowledge base?
Scenario based: To insert Knowledge Article or Knowledge Submission through Incident,
problem or change as record is closed in these mgmt.
9. If prefix of Incident needs to be changed, which table should I refer?
Ans: Number Maintenance table [sys_number].
10. Global Search option can be found in which part of UI?
Ans: On Banner
11. In which part of UI will you find help (link to wiki) option?
Ans: On header bar in Banner
12. What is security_admin role?
 Ans: It comes after enabling High security plugin. (Elevated privileges)
13. If a user is not given filter_global or filter_admin role, what will be the impact?
He can save the custom filter for himself only, neither for his group nor globally.
14. Scenario when an Interceptor can be used?
Ans: In change management case to provide different option for user in case of separate view
and template
15. What changes are not captured in update sets?
Ans: New user/group records and modification to a CI record.
16. Where will you find option to edit a list?
Ans: List control

Users can edit data in lists using a variety of methods:

Quick edit functions: change applicable field values using the right-click menu.
List editor: edit field values in a list without opening a form.
Multiple records: edit more than one record at the same time using the list editor or an
editing form.

17. Name the SLA scheduled jobs.

Ans: SLA breached.
18. ACL which rule will win to restrict access to short description field of incident?
Ans: Incident. Short Description
19. Book mark feature can be found in which UI version?
Ans: UI 11 (June 11 release)

UI11 features include:

Split screen
Bookmarks
Flyout windows

20. How many major releases does Service Now have in a year?
Ans: 1
21. cmdb_ci_server inherits which class?
Ans: cmdb_ci_computer

The Configuration Item table is extended to other tables, such as Database [cmdb_ci_database]
and Computer [cmdb_ci_computer]. The Computer table is extended to the Server
[cmdb_ci_server] table, which is extended to the UNIX Server [cmdb_ci_unix_server] table, and
so on.

22. What are the UI components of a homepage?

Banner, Content pane and Application Navigator.
23. What should be enabled to make a KB article accessible to everyone?
Ans: It should be made public
24. How will you define a Service catalog workflow?
Ans: Define Workflow properties, Define Workflow activities, Publish it.
25. What is SSO integration?
Ans: Single sign on for multiple applications
26. Where does Home page list and Impersonate Icon present?
Ans: Present on banner
27. Coalesce in import set?
Ans: Reduce chances of Data Redundancy during import
28. SLA-Retroactive start.

Retroactive Start determines the SLA's behavior if it is attached to the task at a point later than the
task's creation. If Retroactive Start is true, then the SLA will time from the task's Created On date and
time. If Retroactive Start is false, then the SLA will time from the date and time that it was attached to
the SLA.

For example, if an Incident's Priority is changed to 1 - Critical and a Priority 1 SLA is attached at that
time, Retroactive Start means that the SLA will count from when the incident was first created, rather
than from when the Incident's Priority changed.

29. Delegate User

Ans: Request on behalf
30. Pause condition in SLA.
Defines conditions (using the Condition Builder) which, if met, pauses the SLA's timer. Once the
conditions are no longer met, the SLA will resume. Pause conditions are not compatible with
Relative Durations.
31. What all actions can be performed with inbound email?
Ans: create or update a record
32. Content of service catalog
Catalog Items, Record Producers, Order Guides
33. RITM stands for?
Ans: Requested Item
34. Table for SLA task - task_sla
35. Table for SLA Definitions contract_sla
36. How KB are organized? By Topics and Categories
37. How applications appear?-By Roles
38. Content of banner in S-Now.
Ans: Global Search, Impersonation Icon, Update Set, Print, Logout, Home, Debug, Wiki help
39. ACL applies on?- Ans: Fields and tables
40. ESS can access- Ans: My Items, My requests, KB
41. How to change Homepage Color? Ans: CMS (Content Management System)
42. Data Dictionary is used for?-Ans: Database Structure
43. Workflow editor and Service catalog differs in approval methodology? Ans: True
44. When high security plugin is enabled? By Default
45. SLA, OLA and UC are configured in which module? Ans: Service Level Management
46. Which is parent table for INC, CHG, PRB? Ans: task
47. How can you view reports on homepage? Ans: Add to Homepage
48. DB name for custom table? Ans: u_tbl
49. KB articles are referred in which modules below (Service Catalog, News, INC)? Ans: News
50. Where are customizations stored? Ans: sys_update_xml [Customer Update] table
51. What things are tracked in customizations?
The update_synch attribute on the table
Special handlers for changes that require updates to multiple tables
Workflows
Form sections
Lists
Related lists
Choice lists
Content pages (in Content Management)
Database changes
System dictionary entries
Field labels
Manual unloading for homepages

52. What changes out of below would be applied in case of a merge update set?
The new update set is created and changes from the original sets are moved to the new
set. Only changes that are not merged into the new set remain in the original sets.
If the same object is updated in both sets (for example, both update sets modify the
Incident form), only the most recent change is moved to the merged update set. The other
update remains in its original update set to provide a record of the changes that were not
moved. You may want to validate that the correct changes were moved to the new set by
viewing the update set.
After merging and validating, it is a good idea to delete or empty the original update sets
to avoid applying an older change by mistake. The system does not remove the updates
that were not merged into the new set.

53. What do you mean by Elevated Privileges?

A role that has special permissions for the duration of the log in session
54. How do you modify the field behavior? Ans: Right click> Personalize > Dictionary.
55. Shortcut to approve a Service Request? Ans: Right Click -> State -> Approve
56. How do you enhance Homepage performance in case of gauges?
Ans: Off Refresh Button/Delete Gauges
57. ACL evaluates on below. Ans: condition/script and roles
58. If workflow checked out, can it be modified by any user? And: Yes, using force checkout
59. If a split is added in a form, how many columns get created?

It is possible to define more than one group of splits on a form with the
propertyglide.ui.form_multiple_splits. If this property is missing or false, then things work
as they always have. If this property is set to true, the following options appear in the Available
column of the Personalize form slushbucket:

|- begin_split -|
|- split -|
|- end_split -|
When you move any of these options to the Selected column, the names remain in the Available
column, so you can select them multiple times. Each of these split options makes up a form group
that will contain two columns, enabling you to create elements that span the form at the top of the
form and also multiple two-column split element groups within the form.

Note: Additional split sections beyond the default one must contain all three items
above: the begin, the split, and the end

60. Role assignment. Ans: Inherits to group members

61. One to many relationship in table.
Ans: Incidents may be associated with only one problem, but problems may be associated
with many incidents
62. Import Sets characteristics

Import Sets is a powerful tool used to import data from various data sources, and then map
that data into ServiceNow tables. The Import Sets table acts as a staging area for records
imported from a data source.

Note: Data should not be imported in extremely large chunks. Creating an extremely
large import set can cause delays and system outages.

A transform map determines the relationships between fields displaying in an Import Set
table and fields in an existing ServiceNow table, such as the Incidents or Users table.

Importing sets will skip records when the data in the instance matches the data being
imported.

Note: Import Sets run as user System. Therefore, Import Sets cannot add data to
encrypted fields.
63. Service catalog displays? Ans: catalog items, order guides and record producer
64. Service catalog variable types????
I. Break
II. CheckBox
III. Container Start, Container End
IV. Date
V. Date/Time
VI. HTML
VII. Label
VIII. List Collector
IX. Lookup Multiple Choice
X. Lookup Select Box
XI. Macro
XII. Macro with Label
XIII. Multi Line Text
XIV. Multiple Choice
XV. Numeric Scale
XVI. Reference
XVII. Select Box
XVIII. Single Line Text
XIX. UI Page
XX. Wide Single Line Text
XXI. Yes/No

65. What influence system performance? Ans: More gauges on homepage/unnecessary glide queries
66. Icon of reference? Select image
67. If homepage is modified, system copy homepage and create? Create with prefix My
68. Data inconsistency correction is done from automated?
I. Plugin (Field Normalization)
II. Configurations
III. Workflow
IV. None of these
69. SC workflow, when it will execute? Ans: only for task running against sc_cat_item(Read it)

Administrators can use the graphical workflow editor to create workflows to drive request
fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run
scripts and subflows.

Service catalog workflows can be attached to particular requests in one of the following ways:

Manually, on the Catalog Item form

Automatically based on conditions
 Automatically if there are no other workflows attached

70. What is represented by order in Service catalog? Ans: how the catalog variable will be displayed.
71. When High Security plugin is activated? Ans: Penetration testing.
72. How ACL is applied? Ans: only on table and field level.
73. Delegate Rules? Ans: User who is being delegated should be of same department?(need to verify)
74. What is a Column and row in a table? Ans: Column is a field and row is a record.
75. If User customizes the Homepage, what happens? Ans: A prefix My is added to the homepage.
76. What is true about Service catalog variables? Ans: They are global.
77. What is there stored in CMDB? Ans: Measurable tangible and intangible data of a CI.
78. How to set display value for any field. Ans: By using dictionary
79. Standard recommendation for Update set..? Ans : Do not use default update set for customization
80. Upgrade of instance, which is true?
81. Fastest method of approving requests
Options: i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
82. Difference between Business Rules and Client Scripts?
83. Service Now update set multiple on incident form.
84. UI Action/UI Policy
85. Application Navigation Search history is stored somewhere or not?
86. Service Catalog workflow activities..? Ans: Workflow properties, Workflow activities and publish
87. Which customizations would get stored in update set?
Ans:
Any changes to scripting,
new fields customization,
Workflows
Form sections
Lists
Related lists
Choice lists
Content pages (in Content Management)
Database changes
System dictionary entries
Field labels
UI actions
UI policies
business rules
client script
88. Order the typical no of users for any SNOW instance: Ans: ESS, ITIL, Delegate Admin and Admin
89. Catalog request flow: Ans: Item Requests, RITM, Fulfillment, Procurement
90. How to change background color? Ans: Right Click -> Personalize -> All -> Style
91. After save on form. Which fields get stored in activities log.? Ans: Audited fields
92. Home icon purpose on banner
93. In Service now which role is get option for approval a request or same etc. (Delegate)
94. What is the standard order for incident execution?
95. How do you define New Release and Preview Release?
96. After submit incident ticket what happens to Additional Comment data?
Ans: Data stores to database and displays in activity log.
97. In case of Client Script which field should be true to apply client script on all views?
Ans: Global field
98. Role based (if a role has assign multiple roles then which option is true)
99. What is sys_id? Ans: Unique Record Identifier (32-Character)
100. Where is data stored? Ans: Tables
101. What is condition contains? Ans: a field,an oprerator and a value
102. What is the true if we delete the system table?
Ans: Automatically recreated deleted System table in Next Upgrade
103. How to make an UI Policy global? Ans: By Check the Global field
104. Button, Related Links and Context Menu these are? Ans: UI Actions
105. What is the true about Client Script and BR?
106. How ServiceNow system is configured to send an email notification after system Upgrade?
Ans: Define in Notification Module
107. What is the true about SluchBucket?
Ans: Fields appearing in Selected section will be present in form
108. ACL applies to? Ans: Table or Field
109. How ACL will execute? Ans: generic to specific
110. What is the use of an Order Guide? Ans: To order multiple items in single Request
111. Which module is used for create a new Catalog item?Ans: Maintain items
112. What are Sevice Catalog HomePage contains?(Record producer,Order Guide and Catalog items)
113. How to arrange the Applications in left navigation to user?(By giving role to user)
114. Which is true to create a catalog tasks?(Workflow for Sc_req_item)
115. Which module is used to see column structure in a table?(Tables & Columns)
116. What is the use of BSM map?(Configuration item and its relationships)
117. How to define field attributes(Right click on field lable>Personalize Dictionary)
118. What is SSO?(Type of integration used to login single time and access other application without
relogin)
119. Which part of HomePage contains KB?(News)
120. What is the Processes of KB?()
121. What are the modules can be accessed by ESS in Service Catalog?(My Request and Requested
items)
122. How ACL is evaluvated?
 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. Both rules must be met
before an operation is allowed.
123. What is diff between SAVE and Insert buttons?(Save button saves the changes and remains in
same page, Insert button inserts new record)
124. When Submit button Appears in the form?(only for New Record)
125. What is listing in HomePage icon?(List of home pages)
126. How to change the Development and Production instance color?
127. How to see the current version of instance as an Admin?(System Diagnostic application >> Stats
Module >> Build)
128. What are tables can be deleted?(Starts with u_)
129. What is CMDB contains?
130. What is the use of an Update Set?(To moving customization from one instance to other
instance)
131. When user modifies HomePage,What will happen?(Creates new with "MY " prefix)
132. In which place admin can edit the Homepage?(Add Content)
133. Which is true about INC table?(Incident table extends task table)
134. Which is the Parent table for INC, PRB and CNG?
135. Where is all SLAs are stored?(task_sla)
136. What is retoactive start in SLA?(Takes the SLA start time from Date/Time field)
137. What is true about OnChange() client script?(Runs when field value changes)
138. Which is true about UI Policy?(Used to make priority field read-only)
139. What is the use of Order field in Order Guide's variable?(arranges the variables in ascending
order in the Order Guide form)
140. What is the use of Colease filed in Update set?
141. Which is true about Update Set?(Same Transform Map can be used multiple times in Same
Import set)
142. What is SaaS? Ans: Software as a Service
143. When UI Actions appears on the form? Ans: when conditions gets satisfied
144. Can we validate workflow before publish? Ans: True
1. Which field you used to check null and empty value in business rules

nil

2. Which will improve the performance of import sets

coalace on non-index field

3. What Channel is used between mid server and service now

ECC - External Communication Channel

4. How to authenticate connection of LDAP

Test Connection

5. Does Service Now stores the password of a user during LDAP Integration

Service Now doesnt store the password of a user. It retrieves from LDAP directory
6. What does elevated priviledge do

Allow to write ACL

7. When is the scope of a variable is limited to script

in functions

8. UI policy should be used discretely, because

It doesnt work on list of records. It only works on forms.

9. in getReference(), is it recommened to use callback.

Yes

10. in getReference(), why callback is recommended

Because it is asynch
11. What is LDAP Default port

389

12. LDAP secure port

636

13. What among the following can b used in ACLS

roles

14. Story burndown chart - number of stories - number of stories completed

Release burndpwn chart - number of stories in a release - number of stories completed

15. After activating the startnow plugin, what you can create

You can create one product, with multiple release and multiple sprints

16. Number of trips made to server for a script in the question

Answer is usually 3 depending on the gel calls made

17. How do you access a value in a field in client script

g_form.getValue(fieldname)

18. While using business rule, which one shouldn't be used, before doing any database related activities

Abort action

19. On a table, table.None read priviledges was given to the role and table.name write priviledges are
given to the same role. but the user is not able to update the name field.

Write priviledges should be given on table.None

20. The row and field level security can be configured using which of the below

ACL
21. What is the best way to call server from client script

using GlideAjax

22. Where do you activate debugger for ACL

Debug Security

23. For Service Now, what is the Application and DB is used

Apache Tomcat Server and mySQL

24. If not using default LDAP port, then how to configure LDAPS.

click Advanced view.

In the Server URL field, specify the LDAP IP address and alternate SSL communications port

25. Which is the global method used in busienss rule apart from current and previous?

g_scratchpad
26. A midserver connection communicates over?

HTTP

27. In import sets, how do you make unique key

using colasce

28. In a customer update set which is true

workflow

29. When a user request a record from the server for client script, which of the following should be
executed

display busienss rule

30. Where to configure Email properties

System properties->Email
31. What is used for outbound and inbound mail respectively

SMTP and POP3

32. Who will take the end to end responsibility

Engagement Manager

33. Steps in Prepare Stage

Sprint plannig, initail configuration, VPN, LDAP,SSO

34. Which method you can't use in client script

current.update

35. Where can be memory utilisation and semaphore details b viewed

stats.do

36. Where do you find Service now instance details

stats.do

37. For which one does the system identify the order, instead of you setting the sequence

script actions

38. What is CRUD

create,read,update,delete

39. For Consuming outboud webservice, what do you configure

new SOAP

40. What is common in all service now integrations

transform map

41. Extend the task table to problem task table.set default value for short description only for problem
task. how would you do?
using dictionary override

42. In Change task table, user wants to create his own desription field. Is it possible to do so?

Yes

43. What happens if a row level rule and a field level rule are in conflict?

Both rules must be met before an operation is allowed.

44. What is sys_id in service now?

* 32 bit unique character value associated with each record

45. After import, customer find duplicate users in user table what could be the possible reason?

coalesce field was not set correctly.

46. Which of the below acts as staging table in integration

import sets
47. ServiceNow provides customers with a dedicated database,application and data isolation using
which one of the following models?

Multi Tenant

48. Within the ServiceNow application, a technical consultant has created and tested a new Outbound
SOAP Message. In order for the consultant to invoke the new SOAP message within the ServiceNow
application, which of the following can be created?

Business Rule

49. Which one of the following is the proper syntax for accessing the values of variables from the record
producer script field?

producer.variable_name

50. Which one is acceptable for network latency for ping.

250ms
51. To stop rule processing when an inbound email action runs successfully

set event.state=Stop Process

52. When workflow will be captured in update set?

checked out workflow needs to be published then only it will be captured in update set

53. Which one of the following helps improving the performance

Reduce the number of related list

54. What is correct syntax to be used to get the value in variable in client script?

g_form.getValue()

55. Which one of the following is a valid glide system function?

dateDiff(string1,string2,Boolean)

addInfoMessage(object)
56. What security settings can be used provide the high priviledge to the normal low priviledge user?

High priviledge Setting

57. Which one of the following is the correct with respect to performance factors

Application / Network latency/ browser rendering and parsing

58. Business rules executed in which layer?

Script Layer

59. Where we can verify the upgrade history relevant details?

System diagnostics

60. On which situation, VPN is recommeneded to use

if customer need additonal encrypted connection from service now to customer instance

61. How can we edit buttons in list page

List control

62. How the script debugger can be turned on for security?

system diagnostics - security debugger

63. There is one child class table, from there one new table is created using extend functionality. And
additional field are crearted on the new table. What is the new table called

Extended class?

subtable class?

64. As per customer requirement, we need to create one firewall table. Which of the below tables can
be used to extend the new table?

cmdb_ci table

65. describe sys_dictionary

check the definition of sys_dictional table

66. If user is in one location able to access servicenow and another user from a different location is not
able to access service now/performace issue, what could be the possible reason

Network

67. Question on dot walking

refers to field in the related table

68. SSO uses?

SAML

69.What is the methodology used in service now deployment

Agile

70. in a multilinugual envirnment, Bydefault which field is automatically translated

incident labels
71. How do u disable audit on a table

72. Where do you request for VPN?

on self service -> hi.servicenow.com?

Network->VPN request form?

73. what is the rule used based on content of field and table?

contextual security rule

Content management?

74. What is true for performance of the homepage

reduce number of gauges

75. While creating a new incident or opening an existing incident, the performance is low. what could be
the reason?

- business rules
- client script

- ui actions

- script includes

76. Customer doesnt want to update the incident number using number maintainance tool? How can
you achieve sequencing, so the numbers are not wasted, without using number maintainance tool in
service now.

- in system properties, set 'generate sequence number' - confirm the answer

- writing a business rule

77. when SLA duration is 2 days with 9*5 weekdays busness hours and ticket is raised on thursday noon,
by when the SLA is breached

following monday noon

78. Not a Best practice to load update set on production

During business hours

79. Not a good practice in service now for client script

calling server multiple times

80. What is transaction log is used for?

The instance automatically logs the vital statistics of every transaction it processes in transaction log.

81. How to flush the cache

cache.do