3 levels of access within SN...1. System Access

2. Application & ModuleAccess

3. Table and Field Access

3 Servers in the SN Instancearchitecture...

1. Physical Server2. Database Server

3. Application Server

A fully qualified LDAP tree isknow as...

Distinguished Name (DN)

Acceptable ping time less than 250ms

Application/Module access issecured by....

Roles

Default contextual security inSN is to.....

DENY access

Default port number forLDAPS

636

Does LDAP store passwords inSN?

LDAP does NOT storepasswords in SN.

Each record in ServiceNow isidentified by a unique ##character GUID (Globally

Unique ID) called a sys_id.

32-character

Hardware stack used forservice-now

tomcat/mySQL

How can you get the value of aCatalog variable in a client

script?g_form.getValue('variable_name');

How do you access statistics? stats.do

How do you bypass SSO toaccess an instance with an

external account?side_door.do

How do you flush the cache? cache.do

How do you make a fieldunique?

Personalize Dictionary>addthe Unique field> Check the

field.

How do you read a value via aclient script?

getValue('fieldName')

How do you reference aRequest Item's variable pool

from any table?current.variable_pool.OR current.variables.

How do you remove auditingof a field in a table that is

audited?

To prevent a field from beingaudit, add the no_audit

dictionary attribute.

How do you troubleshoot aweb service?

build it in ServiceNow, send tointegration point, wait for

response, check log.

How long are SN backupsretained?

Daily backups (all instancesincluding Production) are keptfor 7 days. Weekly Productionbackups are kept for 4 weeks.

How long does it take tobackup an instance?

Depending on how much datais in the instance's database,

backups can take from 10minutes to up to 2 hours.

How Mid Server traffic isrouted?

HTTPs

How to increase theperformance on a form if it is

slow?

Check Response timeindicator, Check client

transaction logs, Check SlowQueries Module.

How to increase theperformance on a homepage if

it is slow?

Check debug statistics (DebugHomepage Rendering), Optimizequeries by including index fields,Property for enabling parallelrendering of homepages, Limitamount of auto refresh.

If you add a field to a childtable? Does it also get added

to the parent table?No

If you add a short descriptionfield to the task table? Does italso get added to child tables

of the task table?

Yes

In a business rule User createdvariables are also globallyscoped by default. What isbest practice to preventunexpected behavior?

always wrap your code in afunction.

In addition to "Current" and"Previous" what is a server

side global object available?g_scratchpad

List of operations that couldbe performed in ServiceNow

Create, Read, Write, Delete.

List ways to make a transformmap efficient

avoid running Business Rules, avoid complicatedtransform scripts especially GlideRecord, avoid importingunchanged data, avoid coalescing non-indexed fields,avoid running multiple imports simultaneously, verifyImport Set Deleter is running to clean import sets, avoidimporting new columns into an existing import set tablebefore truncating table,avoid importing large data sets, best to break into smallerjobs for faster results.

Name 3 ways to populate aCMDB:

1. an automated Discovery tool2. importing from another

source3. integrating with an external

CMDB

Name a batch integration JDBC or CSV Files

Name a real time integration Web services

Name the 2-steptroubleshooting strategy...

1. evaluate empirical evidence2. identify tools to help resolve

Name the 3 factors affectingSN performance:

1. Application Server2. Network3. Browser

Name the 3 ways ACLs can bedefined:

1. Conditional Expressions2. Scripts3. Roles

Name the 6 'PartnerResponsibilities':

1. Assessment - of specific instances2. Load Testing - not performed by SN3. Debug Mode4. Network Testing5. Script Testing6. Homepages

On a related list how do youprevent access to the New or

Edit option?

Right-click in the header barof the list and select

Personalize > List Control(omit new button, omit edit

button)

Performance metrics graphsrepresent performance in

what 8 functional areas of SN?

1. Database2. Discovery3. Disk Partitions4. Linux Stats Logging5. MySQL Overview6. Node Metrics7. Replication 8. ServiceNow Servlet

ServiceNow integrates with manythird party applications and datasources. What type of architectureis used in which all data objects canuse web services to access bi-directional data-level integration.

service-oriented architecture(SOA)

ServiceNow providescustomers with a dedicateddatabase, application and dataisolation using which one ofthe following models?

single-tenant

SN supports publishing accessto its underlying table

structures and their associateddata through....

Direct Web Services

Standard integrations for SNinclude:

1. login (single sign on)2. data & processes3. communications4. LDAP5. monitoring6. discovery & systems management7. ERP8. Change management

System access is secured by.... Username AND Password

T or F: You should map rolesdirectly to users.

F: You should map users togroups and roles to groups

which the user then inherits

Table/Field access is securedby....

1. globally defined sysproperties

2. table/field level accesscontrols (ACLs)

The default filter on theTransaction Log returns...

TODAY's transactions

The search for a field levelACL is....

1. incident.number (table.field)2. task.number (parent table.field)3. *.number (any table.field4. incident.* (table.any field)5. task.* (parent table.any field)6. . (any table.any field)

To import large numbers ofusers at once, consider using...

Import Sets

Use this if a web servicepublisher is behind a firewall...

MID Server

VPN traffic is routed in whichdirection?

From Service-Now toCustomer

What are a few 'best practice'client side technologies that

can speed up form speedwithout affecting

performance?

1. Views2. Default Value3. UI Policies4. Form fields5. Form sections6. Related lists7. GlideAJAX8. Display Business Rules

What are Scripted WebServices available for?

developing custom webservices that are executed in

JavaScript

What are the 3 steps in the SNRelease Cycle?

Future release, Patch releaseand Hot Fix

What are the 3 types of WebServices?

Direct, Mapped, Scripted

What are the 7 steps inconfiguring LDAP?

1. determine communication channel2. define LDAP server3. provide LDAP server login creds4. set connection properties, test connection5. define OU's within the server6. create data source & transform map7. create & execute a scheduled import

What are the two pieces of anLDAP integration?

1. Data Population2. Authentication

What are Web Service ImportSets?

less direct, input onlymechanism for publishing

access through data mappingusing transform maps

What does a Future releaseinclude?

New features, all availablefixes for existing functionality

What does a Hot Fix include? Specific problem fix, may notinclude previous fixes, no newfeatures

What does a Patch releaseinclude?

Collection of problem fixes, allprevious hot fixes, no new

features

What does RIDAC stand for? Risks, Issues, Decisions,Actions, Changes

What is a 'consumer' of a webservice?

Consuming a web servicemeans a web service user caninteract with a published web

service

What is a 'publisher' (orprovider) of a web service?

Publishing a web servicemeans enabling a web serviceuser (consumer) to locate the

service description

What is a valid reason for acustomer to obtain a VPN

connection for theirServiceNow implementation?

Encrypt the communicationpath between a customer

ServiceNow instance and theirenterprise mail server.

What is an OU definition? Source directory for importeddata through LDAP.

What is DIT?Data Information Tree

The hierarchy of data entriesin an LDAP integration.

What is HTTP?'Hyper-Text Transfer Protocol'-language used by the internet

-facilitates the transport ofweb services

What is not captured by anupdate set?

Data (user records, tasks,incidents, etc) are not

captured by update sets.

What is PDPDOT? Plan, Discover, Prepare,Deploy, Operate, Transform

What is POP3? protocol to receive emails(inbound).

What is RAD? Rapid ApplicationDevelopment (methodology)

What is RDN?Relative Distinguished Name

Each unique data attribute that is apart of the DN (DistinguishedName) in an LDAP integration.

What is required to make aVPN?

Contact Hi (SN)

What is RIDAC?Supports project management bestpractices by providing a commonplace to track project risks andallow for monitoring, tracking, andoverall project status as the projectevolves (such as scope change).

What is SMTP? protocol to send emails(outbound).

What is SOAP?'Simple Object Access Protocol'

-for exchanging structuredinformation between systems

-uses XML for its messageformat

What is the proper syntax foraccessing the values of

variables from the recordproducer script field?

producer.VARIABLE_NAMEto reference values inputted by

a user.

What is the role of anengagement manager?

There to maintain customerrelationships, facilitaterequirements gathering and keepthe project's scope on track. Allowstechnical consultants to focus onrequirements completion.

What is the ServiceNow mailserver?

mail.service-now.com

What is the standardconfiguration of the browser

to connect to the SNapplication?

HTTPS over the Internet

What is the system dictionary?a table named sys_dictionary whichdefines all the tables and fieldswithin the instance. The systemdictionary provides customizationoptions for tables and fields, whichin turn define lists and forms.

What is WSDL?'Web Service Description

Language'-XML document describingfunctions, arguments, data

schema and endpoint

What is XML?'Extensible Markup Language'-defines a set of rules for encodingdocuments that is both human andmachine readable-uses tags for its schemas

What to consider whentroubleshooting homepage

performance?the number of reports/gauges

are running on the page

What to consider whentroubleshooting slow

performance between X & Ytime?

-check transaction logs -query between specified

times-confirm you actually see

slowness at that time interval

What to consider whentroubleshooting slowness at a

particular time?

-transaction logs-business rules running

(before vs. async)

What to consider whentroubleshooting slownessduring large data import?

do not run Business Rulesduring import (checkbox)

What Types of integrationsavailable with SN:

Web Service, File Import,JDBC using MID Server,

Email (inbound).

What would would improvethe performance of loadingforms within ServiceNow?

Reduce the number of relatedlists configured for a form.

What you would call a tableand a table that branches from

that table?

A table that extends anothertable is called a child class,

and the table it extends is theparent class.

When are SN instances backedup?

All instances are backed upnightly. Production instances

are also backed up weekly.

When configuring an LDAPwhat 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 isenabled what tasks will

require "Security Admin" toperform?

Background Scripts,Importfrom XML, Modifying ACLs.

When troubleshooting theApplication Server think of...

1. Memory2. Database Connections3. Semaphores (every transaction needsone)4. Scheduled Workers (every transactionneeds one)5. Threads (every transaction needs one)

When troubleshooting theDatabase Server think of....

1. Query optimization2. Size of table/number of rows3. Hardware Limitations(memory could be a factor bcit's based on license count)

When troubleshooting thePhysical Server think of...

1. CPU2. Memory (when mainmemory is full we start

reading and writing from thedisk which slows performance)

When Using"g_form.getReference()" what

is best practice?

always use the callback parameterex. g_form.getReference('caller_id',doAlert); // doAlert is our callback

function

When using a "before"business rule what should you

avoid using that can impactform performance?

current.update() (Use of thisfunction causes double

updates and therefore doubleevents)

When usingg_form.getReference(), what

happens when you use thecallback function?

this routine runs asynchronously,and browser (and script) processingwill continue normally until theserver returns the reference value,at which time the callback functionwill be invoked.

Where does gs.log() write to? database AND file system

Which method can be used ina condition statement to check

that a field is empty?.nil()

Which one of the following isdone during requirements

gathering?Develop Use Cases

Within the ServiceNow application, atechnical consultant has created andtested a new Outbound SOAP Message.In order for the consultant to invoke thenew SOAP message within theServiceNow application, what will needto be created?

Business Rule