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3 levels of access within SN...

3 Servers in the SN Instance


architecture...

1. System Access
2. Application & Module
Access
3. Table and Field Access

1. Physical Server
2. Database Server
3. Application Server

A fully qualified LDAP tree is


know as...

Distinguished Name (DN)

Acceptable ping time

less than 250ms

Application/Module access is
secured by....

Roles

Default contextual security in


SN is to.....

DENY access

Default port number for


LDAPS

636

Does LDAP store passwords in


SN?

LDAP does NOT store


passwords in SN.

Each record in ServiceNow is


identified by a unique ##
character GUID (Globally
Unique ID) called a sys_id.

Hardware stack used for


service-now

32-character

tomcat/mySQL

How can you get the value of a


g_form.getValue('variable_name');
Catalog variable in a client
script?

How do you access statistics?

How do you bypass SSO to


access an instance with an
external account?

stats.do

side_door.do

How do you flush the cache?

cache.do

How do you make a field


unique?

Personalize Dictionary>add
the Unique field> Check the
field.

How do you read a value via a


client script?

getValue('fieldName')

How do you reference a


Request Item's variable pool
from any table?

current.variable_pool.<variable_name>
OR current.variables.<variable_name>

How do you remove auditing


of a field in a table that is
audited?

To prevent a field from being


audit, add the no_audit
dictionary attribute.

How do you troubleshoot a


web service?

build it in ServiceNow, send to


integration point, wait for
response, check log.

How long are SN backups


retained?

Daily backups (all instances


including Production) are kept
for 7 days. Weekly Production
backups are kept for 4 weeks.

How long does it take to


backup an instance?

How Mid Server traffic is


routed?

How to increase the


performance on a form if it is
slow?

How to increase the


performance on a homepage if
it is slow?

If you add a field to a child


table? Does it also get added
to the parent table?

Depending on how much data


is in the instance's database,
backups can take from 10
minutes to up to 2 hours.

HTTPs

Check Response time


indicator, Check client
transaction logs, Check Slow
Queries Module.
Check debug statistics (Debug
Homepage Rendering), Optimize
queries by including index fields,
Property for enabling parallel
rendering of homepages, Limit
amount of auto refresh.

No

If you add a short description


field to the task table? Does it
also get added to child tables
of the task table?
In a business rule User created
variables are also globally
scoped by default. What is
best practice to prevent
unexpected behavior?

In addition to "Current" and


"Previous" what is a server
side global object available?

List of operations that could


be performed in ServiceNow

List ways to make a transform


map efficient

Yes

always wrap your code in a


function.

g_scratchpad

Create, Read, Write, Delete.

avoid running Business Rules, avoid complicated


transform scripts especially GlideRecord, avoid importing
unchanged data, avoid coalescing non-indexed fields,
avoid running multiple imports simultaneously, verify
Import Set Deleter is running to clean import sets, avoid
importing new columns into an existing import set table
before truncating table,
avoid importing large data sets, best to break into smaller
jobs for faster results.

Name 3 ways to populate a


CMDB:

1. an automated Discovery tool


2. importing from another
source
3. integrating with an external
CMDB

Name a batch integration

JDBC or CSV Files

Name a real time integration

Web services

Name the 2-step


troubleshooting strategy...

1. evaluate empirical evidence


2. identify tools to help resolve

Name the 3 factors affecting


SN performance:

1. Application Server
2. Network
3. Browser

Name the 3 ways ACLs can be


defined:

Name the 6 'Partner


Responsibilities':

On a related list how do you


prevent access to the New or
Edit option?

Performance metrics graphs


represent performance in
what 8 functional areas of SN?

ServiceNow integrates with many


third party applications and data
sources. What type of architecture
is used in which all data objects can
use web services to access bidirectional data-level integration.

1. Conditional Expressions
2. Scripts
3. Roles

1. Assessment - of specific instances


2. Load Testing - not performed by SN
3. Debug Mode
4. Network Testing
5. Script Testing
6. Homepages

Right-click in the header bar


of the list and select
Personalize > List Control
(omit new button, omit edit
button)
1. Database
2. Discovery
3. Disk Partitions
4. Linux Stats Logging
5. MySQL Overview
6. Node Metrics
7. Replication
8. ServiceNow Servlet

service-oriented architecture
(SOA)

ServiceNow provides
customers with a dedicated
database, application and data
isolation using which one of
the following models?
SN supports publishing access
to its underlying table
structures and their associated
data through....

Standard integrations for SN


include:

single-tenant

Direct Web Services

1. login (single sign on)


2. data & processes
3. communications
4. LDAP
5. monitoring
6. discovery & systems management
7. ERP
8. Change management

System access is secured by....

Username AND Password

T or F: You should map roles


directly to users.

F: You should map users to


groups and roles to groups
which the user then inherits

Table/Field access is secured


by....

The default filter on the


Transaction Log returns...

The search for a field level


ACL is....

1. globally defined sys


properties
2. table/field level access
controls (ACLs)

TODAY's transactions

1. incident.number (table.field)
2. task.number (parent table.field)
3. *.number (any table.field
4. incident.* (table.any field)
5. task.* (parent table.any field)
6. . (any table.any field)

To import large numbers of


users at once, consider using...

Import Sets

Use this if a web service


publisher is behind a firewall...

MID Server

VPN traffic is routed in which


direction?

What are a few 'best practice'


client side technologies that
can speed up form speed
without affecting
performance?

From Service-Now to
Customer

1. Views
2. Default Value
3. UI Policies
4. Form fields
5. Form sections
6. Related lists
7. GlideAJAX
8. Display Business Rules

What are Scripted Web


Services available for?

developing custom web


services that are executed in
JavaScript

What are the 3 steps in the SN


Release Cycle?

Future release, Patch release


and Hot Fix

What are the 3 types of Web


Services?

Direct, Mapped, Scripted

What are the 7 steps in


configuring LDAP?

1. determine communication channel


2. define LDAP server
3. provide LDAP server login creds
4. set connection properties, test connection
5. define OU's within the server
6. create data source & transform map
7. create & execute a scheduled import

What are the two pieces of an


LDAP integration?

1. Data Population
2. Authentication

What are Web Service Import


Sets?

less direct, input only


mechanism for publishing
access through data mapping
using transform maps

What does a Future release


include?

New features, all available


fixes for existing functionality

What does a Hot Fix include?

Specific problem fix, may not


include previous fixes, no new
features

What does a Patch release


include?

What does RIDAC stand for?

Collection of problem fixes, all


previous hot fixes, no new
features

Risks, Issues, Decisions,


Actions, Changes

What is a 'consumer' of a web


service?

Consuming a web service


means a web service user can
interact with a published web
service

What is a 'publisher' (or


provider) of a web service?

Publishing a web service


means enabling a web service
user (consumer) to locate the
service description

What is a valid reason for a


customer to obtain a VPN
connection for their
ServiceNow implementation?

Encrypt the communication


path between a customer
ServiceNow instance and their
enterprise mail server.

What is an OU definition?

Source directory for imported


data through LDAP.

Data Information Tree


What is DIT?
The hierarchy of data entries
in an LDAP integration.

What is HTTP?

What is not captured by an


update set?

What is PDPDOT?

'Hyper-Text Transfer Protocol'


-language used by the internet
-facilitates the transport of
web services

Data (user records, tasks,


incidents, etc) are not
captured by update sets.

Plan, Discover, Prepare,


Deploy, Operate, Transform

What is POP3?

protocol to receive emails


(inbound).

What is RAD?

Rapid Application
Development (methodology)

Relative Distinguished Name

What is RDN?

What is required to make a


VPN?

What is RIDAC?

Each unique data attribute that is a


part of the DN (Distinguished
Name) in an LDAP integration.

Contact Hi (SN)

Supports project management best


practices by providing a common
place to track project risks and
allow for monitoring, tracking, and
overall project status as the project
evolves (such as scope change).

What is SMTP?

What is SOAP?

What is the proper syntax for


accessing the values of
variables from the record
producer script field?

What is the role of an


engagement manager?

What is the ServiceNow mail


server?

protocol to send emails


(outbound).

'Simple Object Access Protocol'


-for exchanging structured
information between systems
-uses XML for its message
format

producer.VARIABLE_NAME
to reference values inputted by
a user.

There to maintain customer


relationships, facilitate
requirements gathering and keep
the project's scope on track. Allows
technical consultants to focus on
requirements completion.

mail.service-now.com

What is the standard


configuration of the browser
to connect to the SN
application?

What is the system dictionary?

What is WSDL?

What is XML?

What to consider when


troubleshooting homepage
performance?

HTTPS over the Internet

a table named sys_dictionary which


defines all the tables and fields
within the instance. The system
dictionary provides customization
options for tables and fields, which
in turn define lists and forms.

'Web Service Description


Language'
-XML document describing
functions, arguments, data
schema and endpoint
'Extensible Markup Language'
-defines a set of rules for encoding
documents that is both human and
machine readable
-uses tags for its schemas

the number of reports/gauges


are running on the page

What to consider when


troubleshooting slow
performance between X & Y
time?

-check transaction logs


-query between specified
times
-confirm you actually see
slowness at that time interval

What to consider when


troubleshooting slowness at a
particular time?

-transaction logs
-business rules running
(before vs. async)

What to consider when


troubleshooting slowness
during large data import?

do not run Business Rules


during import (checkbox)

What Types of integrations


available with SN:

Web Service, File Import,


JDBC using MID Server,
Email (inbound).

What would would improve


the performance of loading
forms within ServiceNow?

Reduce the number of related


lists configured for a form.

What you would call a table


and a table that branches from
that table?

A table that extends another


table is called a child class,
and the table it extends is the
parent class.

When are SN instances backed


up?

All instances are backed up


nightly. Production instances
are also backed up weekly.

When configuring an LDAP


what is the UI action used to
verify connectivity?

Test Connection

When SN is the consumer...

SOAP web services is used

When SN is the publisher....

WSDL

When the Hi Security plugin is


enabled what tasks will
require "Security Admin" to
perform?

Background Scripts,Import
from XML, Modifying ACLs.

When troubleshooting the


Application Server think of...

1. Memory
2. Database Connections
3. Semaphores (every transaction needs
one)
4. Scheduled Workers (every transaction
needs one)
5. Threads (every transaction needs one)

When troubleshooting the


Database Server think of....

1. Query optimization
2. Size of table/number of rows
3. Hardware Limitations
(memory could be a factor bc
it's based on license count)

When troubleshooting the


Physical Server think of...

1. CPU
2. Memory (when main
memory is full we start
reading and writing from the
disk which slows performance)

When Using
"g_form.getReference()" what
is best practice?

always use the callback parameter


ex. g_form.getReference('caller_id',
doAlert); // doAlert is our callback
function

When using a "before"


business rule what should you
avoid using that can impact
form performance?

current.update() (Use of this


function causes double
updates and therefore double
events)

When using
g_form.getReference(), what
happens when you use the
callback function?

this routine runs asynchronously,


and browser (and script) processing
will continue normally until the
server returns the reference value,
at which time the callback function
will be invoked.

Where does gs.log() write to?

database AND file system

Which method can be used in


a condition statement to check
that a field is empty?

Which one of the following is


done during requirements
gathering?

.nil()

Develop Use Cases

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, what will need
to be created?

Business Rule