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Configuration Overview
Build and maintain the logical service configurations of the infrastructure and application domains that support service. They track the physical and logical state of IT service elements and associate incidents to the state of service elements, which helps in analyzing trends and reducing problems and incidents. The configurations are stored in a configuration management database (CMDB) which consists of entities, called Configuration Items (CI), that are part of your environment. A CI may be: A physical entity, such as a computer or router A logical entity, such as an instance of a database Conceptual, such as a Requisition Service
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What is A Service Level Agreement, or SLA?
How many types of Agreement between the provider and the customer?
Explain the SLA Components?
Explain SLA Definition?
Explain Task SLA?
Explain how SLA and workflow work together?
SLA TIPS to know?
What is an Update set?
What are some processes of An Update set?
Planning the Update set Process?
Planing An Update set Continue?
Some common Pitfalls Of Update set?
Customizations in an Update Set?
Practical Session
What is Notification in ServiceNow and how it is Used?
What is Notification in ServiceNow and how it is Used continues?
What is anEvent in Notofication?
Email Notification Tasks?
Configuring notifications for Email tasks.?
What is SMS Notification Tasks?
Configure notifications for SMS devices, such as cell phones, perform the following tasks?
What is Push Notifications?
Email Basic Setup?
How does System Mailboxes work in serviceNow?
What is SLA Notifications?
What is Inbound Email Actions?
What is Workflow in ServiceNow?
what is Graphical Workflow Editor?
Explain Workflow Activities?
What is Transitions in Workflow and how it works?
What is Exit Conditions?
How do you Validating a workflow?
How do you Cancel a workflow?
What is script used to delete record in global mode?
How do you create a Workflow?
Why should organizations implement a Configuration Management Database (CMDB) solution?
Within an organization, who typically uses the CMDB and why?
Configuration Overview
Explain how Service-Now auto-discovery?
How is CMDB Integrated in ServiceNow It services?
Creating Relation between two CIs in the CMDB
What is Change Management?
How does Process of Change works?
The Process of change continue?
What is Domain Separation ?
Domain Separation - Basics?
Data Separation, how?
What is the Domain Visibility?
What is Contains Domains?
Contains Domains vs Visibility Domains?
Domain Separation Plugins ...
What is Incident Management?
The Process of an Incident
The Process of an Incident continue?
IT Service Management- What is Service ?
What is IT Service Management?
What are the IT Service Management ?
Core ITSM Disciplines?
What is Problem Management?
How Problem process works?
How Problem process works continue?
What is Release Management in ServiceNow?
What are the Release Management Concepts
What are the Release Names & Upgrade Process
ServiceNow Release Terminology?
ServiceNow - ITSM Platform
Overview?
Features & Key Benefits of ITSM platform
ITSM Backup and Recovery?
ServiceNow Users & Licensing Model
ServiceNow System Plugins?
Tables and Columns om ServiceNow Platform
Multi-Domain Instance
What is ITIL ?
Mention thethe core processes of ITIL?
What is Roles?
What are The Service Lifecycle i ITIL?
Mention Service Strategy divisions?
Mention Service Design divisions?
Mention Service Operation divisions?
Mention Service Transition divition?
Mention Continual Service Improvement?
Service Strategy Vision?
Mention the Activities of Service Strategy ?
What are the Service assets?
Service Design vision?
What are the Processes in Service Design?
What are the Service Level Management?
What are the Things you might find in an SLA?
Right Capacity, Right Time, Right Cost!?
ITSCM is what?
What does Information Security Management entails?
What is Service Transition entails?
What does Change Management and types entails?
What is Change Advisory Board entails?
What is Release in Release Management ?
What is Phased or Big Bang?
What are the Service Operation?
What are the Incident Management?
What are the Event Management?
What are the Problem Management?
What are the Access Management?
What are the service Service Desk entails?
What are the Continual Service Improvement?
What are the Service Measurement?
What is Reporting Performance & Tuning?
Whate are Report Visibility?
Report Types
Report Generation?
Report Output Formats?
Report Designer & Builder
Copy a Report?
Delete a Report?
Network Performance?
Application Server
Browser?
Performance & Tuning?
Consider your instance and review these five stages to determine if all or only some of them are required to keep your ServiceNow instance running like a well-tuned racecar
Step 1 – Daily instance performance?
Review the System Diagnostics homepage?
Review the previous day’s slow transactions?
Review the previous day’s slow transactions
Consider your use cases
Step 2 – Weekly instance performance
Configure scheduled jobs to use “Burst” scheduler workers?
Check for repeated errors in the error log?
Find log files over 1 GB
Find slow-running jobs
Find long-running jobs
Trend your top 20 transactions
Step 3 – Monthly instance performance?
Monitor your table growth rates
Clean your tables?
Review the Slow Queries log?
Step 4 – Quarterly instance performance?
Step 5 – Continually improve your instance?
The takeaway
What is a Glide System?
What is Bussiness Rule?
What Criteria The Business Rule is based on?
What are the database operations that the system takes on the record
What is GlideRecord?
What is the difference UI Policy and Data policy?
What is blackout?
The recommended amount of Record in update set is ?
In real life situation, what does the Project Manager do?
What is the FRS doc?
What is the difference between Application and the module?
What is base table?
What is core table?
What is the Related table?
What is Table?
What is sys_Id?
How do you make other table takes properties of the parent.?
Where is thr System dictionary?
What is dictionary override?
What is a reference qualify?
What is a Related list
What is the synchronous assycronous?
It is a good practice to limit the code run on the client side than the server side True or False?
Ahat define a defines a condition? •
The data saved to where?
Column is a field and a row is a What?
What steps will you take to load data from spreadsheet?
Coalescing on a field (or set of fields. means the field will be used as a unique key
Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well
It compares the uniqueness of data if not found, creates new record.
It compares the uniqueness of data if not found, creates new record.
9 What do you mean by SaaS?
In which table user to group mapping is stored?
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What is a Transform Map in ServiceNow?
Which of the following is A steps in the Continual Service Improvement (CSI. model?
Which of the following is A N objective of Service Operation?
What is dictionary override?
Which of the following is NOT one of the ITIL core publications? •
Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?
The priority of an Incident refers to?
Which are the missing Service Operation processes from the following?
The BEST definition of an event is?
Technical Management IS responsible for?
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Client Script Types
Client Script Types Continue?
Client Script Types-onChange
Script Includes?
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What is Access Control Lists?
Review: Tables Rows and Fields
Search Order for a Field Level Rule?
Some Examples Tips
Some Examples Tips
Case Study for * vs. None
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Types of Service Requests?
Three Separate Records of service request?
What is an incident?
What is Incident Management?
How do you prevent Incident from not happening again?
How do you fix bugs in Production?
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