LD2: Instance Configuration (11%)

What is a baseline implementation?

Baseline Implementation is a set of installed application on an instance prior to config or customization

What is an instance and what are the 3 typical environments for this?

Instance is a copy of ServiceNow Environment specific to customer

1. Production

2. Non-Prod

3. Developer

ServiceNow utilizes an advanced, multi-instance, single-tenant architecture by default.

What does single tenant mean?

Each instance features an isolated database containing data, applications and customizations

Describe the difference between configuration, and customizations

Configuration is most of what an admin can do without code.

Customization is performed when a customer requires additional functionality/features not pre-existing in the platform

What path in the All Menu allows you to customize your company image and colors

All > System Properties > My Company

What path in the All Menu allows you to manage the companies list?

All > User Administration > Companies

or

All > Organization > Companies

What is the system property required to be activated and set to true to implement dark theme?

glide.ui.polaris.dark_themes_enabled

What path in the All Menu allows you to customize system properties?

All > System Properties > System

Applications are installed in the application scopes. Define what this is.

Application scopes protects applications by restricting access to the application’s files/data from other application/services.

What path in the All menu allows you to bring up the Application Manager?

All > System Application > All Available Applications > All

What path in the All Menu brings up the plugins module?

All > System Definition > Plugins

What 2 checks should you perform before installing a new plugin?

1. The role required to activate the plugin

   1. The related plugin that will be installed or activated

In you cannot find a certain plugin, what other options are available?

Check the ServiceNow Store.

Failing that, submit a request to ServiceNow

What are the 5 Roles (persona) types available in the platform?

1. System Administrator

2. Specialized Administrator

3. Process Users

4. Approver

5. Requester

The System Administrator role has almost all roles with 2 exceptions. What are they?

1. HR

2. Security Operations

Why would you grant a specialized administrator role?

Grants a user who is accountable for managing specific functions or applications

Why would you grant a process user role?

Grants a user who has clearly defined paths and workflows in the platform and have one or more roles, including itil and approver_user

Why would you grant an approver_user role?

Grants a user who has the ability to view/modify approval records, but no other roles (does not include itil)

Why would you grant a requester user role?

Grants to users who do not have roles but can submit and manage their own requests

What paths in the All Menu brings up Users, Groups or Roles administration modules?

• All > User Administration > Users

• All > User Administration > Groups

• All > User Administration > Roles

• All > System Security > Users and Groups > Users (or) Groups (or) Roles

Users are represented by a record on the ____ table

User [sys_user]

Groups are represented by a record on the ___ table

Group [sys_user_group]

Roles are represented by a record that exists on the ___ table. Define a role

Role [sys_user_role]

Roles are a collection of permissions defining user access to applications and what actions they can take

Best practice: Rather than adding roles to individual roles, what should you do?

Create a group matching the required role and assign the role to the group.

Then add the user to the group

True/False: Applying a role to a user will apply that role’s permissions as well as the permissions of any role’s contained within.

True.

[ ex. catalog_admin contains both user_criteria_admin and catalog roles; all 3 sets of permissions would be applied when adding catalog_admin ]