A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?
Have them clear their cache.
Have them use the gear icon to set the employee’s time zone.
Recommend they use Chrome, instead of Explorer.
Use the system properties to correct the instance’s time zone.
Have them correct the time zone on their computer.
Which tool is used for creating dependencies between configuration items in the CMDB?
CI Relationship Editor
CMDB Builder
CI Service Manager
Cl Class Manager
The CMDB Builder is the primary tool used in ServiceNow’s Configuration Management Database (CMDB) for creating and managing dependencies between Configuration Items (CIs). It provides a graphical interface that allows administrators and CMDB managers to visualize and define relationships between CIs efficiently.
Visual Representation of CI Dependencies:
CMDB Builder provides a graphical interface that allows users to create, modify, and delete relationships between Configuration Items (CIs).
It helps in identifying impact analysis and service dependencies by mapping CIs and their relationships.
Supports Complex CI Relationships:
Allows defining parent-child, peer, and dependency relationships between CIs.
Helps in ensuring the accuracy of service maps and IT asset relationships.
Drag-and-Drop Functionality:
Users can drag and drop CIs onto the builder canvas and connect them using predefined relationships.
Integration with CMDB Relationship Rules:
CMDB Builder adheres to CMDB relationship rules to ensure that only valid relationships are created.
Impact and Root Cause Analysis:
Helps in troubleshooting IT incidents by showing the dependencies between services.
Useful in change management to predict potential impacts on downstream services before making changes.
Key Features of CMDB Builder:
A. CI Relationship Editor:
The CI Relationship Editor allows users to view and edit relationships between CIs in a tabular format but does not provide a graphical dependency visualization like CMDB Builder.
It is more manual and less interactive compared to CMDB Builder.
C. CI Service Manager:
CI Service Manager is used for managing CI service mappings but is not primarily a tool for creating dependencies between CIs.
It is more focused on defining service-level relationships rather than building CMDB dependency models.
D. CI Class Manager:
CI Class Manager is used for managing CI classes, attributes, and extending CMDB class structures.
It is not used for creating dependencies between configuration items.
Why Other Options Are Incorrect:
ServiceNow CMDB Guide: CMDB Builder Overview
ServiceNow Best Practices for CMDB: CMDB Relationship Management
ServiceNow Admin Documentation: Understanding CMDB Dependency Management
References from the Certified System Administrator (CSA) Documentation:
Final Answer:CMDB Builder (Option B) is the correct answer, as it is the primary tool used to create, manage, and visualize dependencies between CIs in ServiceNow's CMDB.
Which of the following protects applications by identifying and restricting access to available files and data?
Application Configuration
Verbose Log
Access Control Rules
Application Scope
Access Control Rules (ACLs) are a fundamental security feature in ServiceNow that protect applications by identifying and restricting access to files and data. ACLs define which users or roles have permissions to create, read, write, or delete data within an application.
Understanding Access Control Rules (ACLs)ACLs in ServiceNow operate based on three key elements:
Object Type – Defines what is being secured (table-level or field-level access).
Operation – Specifies the type of access (Create, Read, Write, Delete, Execute, etc.).
Condition & Script – Determines when access is granted (role-based permissions or specific conditions).
Data Security: Ensures that only authorized users can access specific data.
Granular Access: Controls permissions at the table and field level.
Regulatory Compliance: Helps organizations maintain security standards and data protection laws.
ServiceNow applies ACLs from the most specific to the most general (Field-level → Table-level → Global-level).
If no ACL explicitly allows access, the system denies it by default (Deny by Default Policy).
ACLs can be role-based, condition-based, or script-based for advanced security configurations.
A. Application Configuration – This refers to application settings but does not control access to data.
B. Verbose Log – Logging helps in debugging but does not secure applications or restrict access.
D. Application Scope – Defines application boundaries but does not control data access permissions.
ServiceNow CSA Documentation: Access Control Rules (ACLs)
ServiceNow Security Best Practices: Security and Access Control
Why Access Control Rules are Important?How ACLs Work in ServiceNow?Incorrect Answer Choices Explanation:Official CSA Documentation Reference:
What are the steps to retrieve an Update Set?
Verify Update Set is Complete, Retrieve, Preview, Apply
Verify Update Set is Complete, Test Connection, Apply
Verify Update Set is Complete, Test Connection, Commit
Verify Update Set is Complete, Retrieve, Preview, Commit
An Update Set in ServiceNow is a mechanism used to capture configuration changes (such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.
The process of retrieving an Update Set from another instance follows these key steps:
Verify Update Set is Complete
Before moving an Update Set, it must be marked as Complete to ensure that all related changes are included.
Navigate to System Update Sets > Local Update Sets and confirm that the status is set to Complete.
If the status is In Progress, the Update Set cannot be retrieved.
Retrieve Update Set
In the target instance, navigate to System Update Sets > Retrieved Update Sets.
Click "Retrieve Update Set" and provide the remote instance’s URL where the update set exists.
The system will fetch the Update Set from the source instance.
Preview Update Set
Before applying changes, ServiceNow provides a preview option to check for potential errors or collisions with existing customizations.
Click "Preview Update Set" to initiate validation.
The preview will highlight any skipped records, collisions, or missing dependencies.
Commit Update Set
If the preview is successful (i.e., no critical errors), click "Commit Update Set" to apply the changes to the instance.
Once committed, the changes in the Update Set will be merged into the system's configuration.
"Commit" is the correct final step – after previewing, the Update Set must be committed to take effect.
"Apply" is incorrect – ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."
"Test Connection" is not part of the Update Set retrieval process – it is relevant for MID Server connectivity but not for Update Sets.
Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:✔ Verify Update Set is Complete → Retrieve → Preview → Commit
ServiceNow CSA Official Documentation – Update Set Management
ServiceNow Docs - Update Sets (Search for "Update Set Lifecycle")
ServiceNow Community Best Practices on Update Sets
ServiceNow Community (Search for "Best Practices for Update Sets")
ServiceNow Learning Portal - Admin Fundamentals
Available via ServiceNow Now Learning Platform (Look under "Instance Configuration" and "Update Sets")
References from Certified System Administrator (CSA) Documentation:
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