598 Exam Questions - ServiceNow Certified Implementation
Specialist - ALL Combined
StartNow Implementation Methodology - ✔✔Fill in the blank: 6 phases of _____ from ServiceNow
1. Plan
2. Discover
3. Prepare
4. Depl
...
598 Exam Questions - ServiceNow Certified Implementation
Specialist - ALL Combined
StartNow Implementation Methodology - ✔✔Fill in the blank: 6 phases of _____ from ServiceNow
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform
Single-tenant- What of the unique architectural tenants of 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) - ✔✔To which phase these activities belong in StartNow?
• Gap Analysis Workshops
• KPI workshops
• Integration requirements
• Data requirements
• Backlog of work defined/documented in Scrum
Prepare (3rd Phase) - ✔✔To which phase these activities belong in StartNow?
• Core Systems Setup
• LDAP(S) integration
• Common Data Imported
• Integrations
• Scrum planning
Deploy (4th Phase) - ✔✔To which phase these activities belong in StartNow?
• Build out functionality from SDLC backlog
• Managed using Agile SCRUM Application
Operate (5th Phase) - ✔✔To which phase these activities belong in StartNow?
• UAT
• End User testing
• Go-Live checks
• Production readiness review• Go-Live support
Transform (6th Phase) - ✔✔To which phase these activities belong in StartNow?
• 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 outputs8 - 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 globally how to set it up?
99.995% - ✔✔Up-time % commitment ServiceNow gives to clients
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 - ✔✔True or False: ServiceNow is BOTH a producer (inbound) and a consumer (outbound) of web
services?
.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 - ✔✔True or False: For VPNs, does ServiceNow support a VPN for a LDAPS integration?
LDAP integration - ✔✔These are the 2 main components of _____
• ServiceNow configurations including:
- LDAP server (with a minimum read-only account)
- 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
• User enters credentials into ServiceNow
• ServiceNow passes credentials to LDAP server
• LDAP responds with authorized or unauthorized
• User as granted or denied access
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)
Messages, two types:
• From ServiceNow to another system (output message)
• From another system to ServiceNow (input message) - ✔✔What is stored in the External
Communications Channel - ECC queue?
• Monitors
• Workers - ✔✔2 Main processes on a MID Server?
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
• Domain Separation
• Company Separation
• Separate Instances - ✔✔What are the available options for separating data and processes?
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 systemEmail 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
Simple Object Access Protocol - ✔✔What SOAP stands for?
• Endpoint
• Action
• Headers/Attributes
• Envelope - ✔✔4 Parts of SOAP Message transportation
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 - ✔✔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 - ✔✔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
Elements of a SOAP envelope - ✔✔• Main Document
• Header (optional)
• Body
• 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 envelope 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.
• 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.
Tomcat - ✔✔Webserver used by ServiceNow
MySql - ✔✔Database used by ServiceNowData Population and Authentication - ✔✔What are the two main functionalities for LDAP?
FALSE - ✔✔True or False: ServiceNow stores the LDAP Password
In HTTP Session - ✔✔Where does ServiceNow stores the LDAP password?
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?
Outbound SOAP Message - ✔✔You are loading the data into ServiceNow using webservice. What can be
used to bring data into system?
Create new table inherited from cmdb_ci table - ✔✔If your company wants to store firewall equipment
details in ServiceNow. How will you store it?
Port 389 & Port 636 Respectively - ✔✔Ports used by the LDAP and LDAPS (Secure)
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.
3 Main elements to SOAP communication flow - ✔✔• Client generates an XML envelope document and
sends it to the service as a SOAP request.
• Server receives the SOAP request and processes that request in manner in which it was coded.
• Server sends a SOAP response back to the client with an answer or response to request that was
submitted.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
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 - ✔✔• 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
SOAP Message Function UI - OPEN message parameters section - ✔✔Where do you create test values
for SOAP message variables
Server-side scripts including:
• Business Rules
• Script Includes
• Workflows - ✔✔Most common ways to call SOAP Messages through script
SOAP Message Library - ✔✔API Around ServiceNow GUI for Soap Messages (SOAP Message UI) Can be
used to set point values, set variables, submit request, etc.
• 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 - ✔✔Script include libraries supporting users sending out SOAP
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 _____
Retrieve, Create, Update, or Delete data on a web server - ✔✔ServiceNow REST functionality allows you
to:
• Get
• Post
• Put
• Delete - ✔✔What are the HTTP methods supported by REST?
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
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
REST Function Options - Variables - ✔✔Can be used in various parts:
• Endpoint URL
• Header names or values
• Function parameter definition names or values
• Content• Authentication
• MID Server - ✔✔REST Function Options - Connectivity Options
• Headers
• Parameters
• Content (POST, PUT only) - ✔✔REST Function Options - Access to HTTP Request Components
String v. XML - ✔✔REST Function Options - Set Variable values
• 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) - ✔✔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
• Name
• Server URL
• Login distinguished name
• Login password• Starting search directory
• OU Definition - ✔✔What are the requirements for LDAP Server Configuration in the GUI
LDAP OU Definition - ✔✔Define directories that are the source for the imported data. Can contain
locations, people, or user groups
Types of LDAP Communication channels - ✔✔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 - ✔✔How to change Company Settings?
Homepage Admin > Pages -Has Read/Write roles -Can edit by clicking Edit UI Action - ✔✔How to change
Homepage config?
• Enabling compression
• Caching items from HTTPS - ✔✔Two key browser settingsAdministrators 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
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?
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 - ✔✔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?
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
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 - ✔✔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.
By adding the following:
Targets
Breakdowns (scores per group)
Aggregates (counts, sums, and maximums) and
Time series (totals and averages). - ✔✔What are the Options to enhance a Scorecard?
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 - ✔✔Web service components supported?
Both - ✔✔Does ServiceNow support consuming or publishing web 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?
Create an Outbound SOAP message handler - ✔✔What would you do when consuming a ServiceNow
Web Service?
Data Sources and Data Population - ✔✔Two integral parts of an LDAP implementation
System Diagnostics - > Upgrade History - ✔✔Where would you go to see all of the things that were
updated in an Upgrade?
LDAPS - ✔✔What protocol would be used to create a Secure Active Directory implementationPOP3 - ✔✔What Protocol Does ServiceNow use for Incoming Email?
SMTP - ✔✔What Protocol Does ServiceNow use for outgoing Email?
External Communication Channel (ECC) Queue - ✔✔How does ServiceNow communicate with MID
server?
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?
Passwords are not stored in ServiceNow - ✔✔Where would you go to see the passwords of users of an
LDAP integration?
Tomcat / MySql - ✔✔ServiceNow uses which of the following infrastructure components?
Web services - ✔✔Which integration component uses WSDL's?
Outgoing SOAP Request - ✔✔When consuming a Web Service from Service Now what is needed?
• System access
• Application, menus and modules access
• Tables and fields access - ✔✔You can enable CRWD for 3 Security levels used by ServiceNow
A dedicated server - ✔✔Prerequisite of full disk encryption on a ServiceNow serverRoles - ✔✔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
TRUE - ✔✔True or False: For VPNs, Does ServiceNow support a VPN for when customer's use their mail
server?
True. Global "*.*" for CRUD is to deny to all tables. - ✔✔True or False: ServiceNow's default is to DENY
access
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
SAML - Security Assertion Markup Language - ✔✔Fill in the blank: _____ XML-based standard for
exchanging authentication and authorization data between security domains
High Security Plugin - ✔✔Creates a role called security_admin which is added to the default System
Administrator user. New role has "Elevated Privilege"
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.
security_admin role - ✔✔Fill in the blank: _____ allows you to do when activated
• Modify ACLs
• Import XML Files
• Access Scripts
• Background module
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?
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?
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)?
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 _____
To encrypt a mail server - ✔✔Reason for a client to require VPN tunnels to ServiceNow
Use a ACL rule - ✔✔How do you secure a field on a form?
ACL Security Jump Start - ✔✔Plugins creates baseline ACL rules for a new environment
What plugin gives ability to quickly set best practice ACLs
Site-to-Site between data center and customer data center - ✔✔What type of VPN does ServiceNow
support?
• 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?
Minimum of 2, maximum of 4. Not supported to serve multiple geographic regions or disparate
networks within client organization - ✔✔How many VPN tunnels does ServiceNow support and why
Through Self-service form in customer support system called HI. Typically takes 2 weeks - ✔✔How do
you submit a request VPN?
No, connection is established over HTTPS and is thus encrypted, no VPN needed - ✔✔VPN Needed for
Traffic into ServiceNow?
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 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.servicenow.com for SMTP and POP3, utilizes opportunistic TLS. If incoming server supports TLS, traffic is
encrypted. If not, uses regular SMTP without encryption. Supp
StartNow Implementation Methodology - ✔✔Fill in the blank: 6 phases of _____ from ServiceNow
1. Plan
2. Discover
3. Prepare
4. Deploy
5. Operate
6. Transform
Single-tenant- What of the unique architectural tenants of 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) - ✔✔To which phase these activities belong in StartNow?
• Gap Analysis Workshops
• KPI workshops
• Integration requirements
• Data requirements
• Backlog of work defined/documented in Scrum
Prepare (3rd Phase) - ✔✔To which phase these activities belong in StartNow?
• Core Systems Setup
• LDAP(S) integration
• Common Data Imported
• Integrations
• Scrum planning
Deploy (4th Phase) - ✔✔To which phase these activities belong in StartNow?
• Build out functionality from SDLC backlog
• Managed using Agile SCRUM Application
Operate (5th Phase) - ✔✔To which phase these activities belong in StartNow?
• UAT
• End User testing
• Go-Live checks
• Production readiness review• Go-Live support
Transform (6th Phase) - ✔✔To which phase these activities belong in StartNow?
• 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 outputs8 - 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 globally how to set it up?
99.995% - ✔✔Up-time % commitment ServiceNow gives to clients
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 - ✔✔True or False: ServiceNow is BOTH a producer (inbound) and a consumer (outbound) of web
services?
.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 - ✔✔True or False: For VPNs, does ServiceNow support a VPN for a LDAPS integration?
LDAP integration - ✔✔These are the 2 main components of _____
• ServiceNow configurations including:
- LDAP server (with a minimum read-only account)
- 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
• User enters credentials into ServiceNow
• ServiceNow passes credentials to LDAP server
• LDAP responds with authorized or unauthorized
• User as granted or denied access
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)
Messages, two types:
• From ServiceNow to another system (output message)
• From another system to ServiceNow (input message) - ✔✔What is stored in the External
Communications Channel - ECC queue?
• Monitors
• Workers - ✔✔2 Main processes on a MID Server?
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
• Domain Separation
• Company Separation
• Separate Instances - ✔✔What are the available options for separating data and processes?
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 systemEmail 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
Simple Object Access Protocol - ✔✔What SOAP stands for?
• Endpoint
• Action
• Headers/Attributes
• Envelope - ✔✔4 Parts of SOAP Message transportation
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 - ✔✔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 - ✔✔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
Elements of a SOAP envelope - ✔✔• Main Document
• Header (optional)
• Body
• 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 envelope 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.
• 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.
Tomcat - ✔✔Webserver used by ServiceNow
MySql - ✔✔Database used by ServiceNowData Population and Authentication - ✔✔What are the two main functionalities for LDAP?
FALSE - ✔✔True or False: ServiceNow stores the LDAP Password
In HTTP Session - ✔✔Where does ServiceNow stores the LDAP password?
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?
Outbound SOAP Message - ✔✔You are loading the data into ServiceNow using webservice. What can be
used to bring data into system?
Create new table inherited from cmdb_ci table - ✔✔If your company wants to store firewall equipment
details in ServiceNow. How will you store it?
Port 389 & Port 636 Respectively - ✔✔Ports used by the LDAP and LDAPS (Secure)
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.
3 Main elements to SOAP communication flow - ✔✔• Client generates an XML envelope document and
sends it to the service as a SOAP request.
• Server receives the SOAP request and processes that request in manner in which it was coded.
• Server sends a SOAP response back to the client with an answer or response to request that was
submitted.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
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 - ✔✔• 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
SOAP Message Function UI - OPEN message parameters section - ✔✔Where do you create test values
for SOAP message variables
Server-side scripts including:
• Business Rules
• Script Includes
• Workflows - ✔✔Most common ways to call SOAP Messages through script
SOAP Message Library - ✔✔API Around ServiceNow GUI for Soap Messages (SOAP Message UI) Can be
used to set point values, set variables, submit request, etc.
• 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 - ✔✔Script include libraries supporting users sending out SOAP
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 _____
Retrieve, Create, Update, or Delete data on a web server - ✔✔ServiceNow REST functionality allows you
to:
• Get
• Post
• Put
• Delete - ✔✔What are the HTTP methods supported by REST?
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
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
REST Function Options - Variables - ✔✔Can be used in various parts:
• Endpoint URL
• Header names or values
• Function parameter definition names or values
• Content• Authentication
• MID Server - ✔✔REST Function Options - Connectivity Options
• Headers
• Parameters
• Content (POST, PUT only) - ✔✔REST Function Options - Access to HTTP Request Components
String v. XML - ✔✔REST Function Options - Set Variable values
• 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) - ✔✔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
• Name
• Server URL
• Login distinguished name
• Login password• Starting search directory
• OU Definition - ✔✔What are the requirements for LDAP Server Configuration in the GUI
LDAP OU Definition - ✔✔Define directories that are the source for the imported data. Can contain
locations, people, or user groups
Types of LDAP Communication channels - ✔✔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 - ✔✔How to change Company Settings?
Homepage Admin > Pages -Has Read/Write roles -Can edit by clicking Edit UI Action - ✔✔How to change
Homepage config?
• Enabling compression
• Caching items from HTTPS - ✔✔Two key browser settingsAdministrators 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
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?
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 - ✔✔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?
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
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 - ✔✔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.
By adding the following:
Targets
Breakdowns (scores per group)
Aggregates (counts, sums, and maximums) and
Time series (totals and averages). - ✔✔What are the Options to enhance a Scorecard?
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 - ✔✔Web service components supported?
Both - ✔✔Does ServiceNow support consuming or publishing web 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?
Create an Outbound SOAP message handler - ✔✔What would you do when consuming a ServiceNow
Web Service?
Data Sources and Data Population - ✔✔Two integral parts of an LDAP implementation
System Diagnostics - > Upgrade History - ✔✔Where would you go to see all of the things that were
updated in an Upgrade?
LDAPS - ✔✔What protocol would be used to create a Secure Active Directory implementationPOP3 - ✔✔What Protocol Does ServiceNow use for Incoming Email?
SMTP - ✔✔What Protocol Does ServiceNow use for outgoing Email?
External Communication Channel (ECC) Queue - ✔✔How does ServiceNow communicate with MID
server?
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?
Passwords are not stored in ServiceNow - ✔✔Where would you go to see the passwords of users of an
LDAP integration?
Tomcat / MySql - ✔✔ServiceNow uses which of the following infrastructure components?
Web services - ✔✔Which integration component uses WSDL's?
Outgoing SOAP Request - ✔✔When consuming a Web Service from Service Now what is needed?
• System access
• Application, menus and modules access
• Tables and fields access - ✔✔You can enable CRWD for 3 Security levels used by ServiceNow
A dedicated server - ✔✔Prerequisite of full disk encryption on a ServiceNow serverRoles - ✔✔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
TRUE - ✔✔True or False: For VPNs, Does ServiceNow support a VPN for when customer's use their mail
server?
True. Global "*.*" for CRUD is to deny to all tables. - ✔✔True or False: ServiceNow's default is to DENY
access
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
SAML - Security Assertion Markup Language - ✔✔Fill in the blank: _____ XML-based standard for
exchanging authentication and authorization data between security domains
High Security Plugin - ✔✔Creates a role called security_admin which is added to the default System
Administrator user. New role has "Elevated Privilege"
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.
security_admin role - ✔✔Fill in the blank: _____ allows you to do when activated
• Modify ACLs
• Import XML Files
• Access Scripts
• Background module
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?
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?
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)?
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 _____
To encrypt a mail server - ✔✔Reason for a client to require VPN tunnels to ServiceNow
Use a ACL rule - ✔✔How do you secure a field on a form?
ACL Security Jump Start - ✔✔Plugins creates baseline ACL rules for a new environment
What plugin gives ability to quickly set best practice ACLs
Site-to-Site between data center and customer data center - ✔✔What type of VPN does ServiceNow
support?
• 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?
Minimum of 2, maximum of 4. Not supported to serve multiple geographic regions or disparate
networks within client organization - ✔✔How many VPN tunnels does ServiceNow support and why
Through Self-service form in customer support system called HI. Typically takes 2 weeks - ✔✔How do
you submit a request VPN?
No, connection is established over HTTPS and is thus encrypted, no VPN needed - ✔✔VPN Needed for
Traffic into ServiceNow?
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 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.servicenow.com for SMTP and POP3, utilizes opportunistic TLS. If incoming server supports TLS, traffic is
encrypted. If not, uses regular SMTP without encryption. Supp
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