CSA

The Order field in the Variable form

The Default Value field in the Catalog Item form

The choice field in the Variable form

The Sequence field in the Catalog Item form

A business rule can be a piece of JavaScript

A business rule must run before a database action occurs

A business rule must not run before a database action occurs

A business rule monitors field on a form

A record producer is a type of Catalog Item that is used for Request, not services

A record producer is a type of Catalog Item that allows users to create task-based records from the Service Catalog

A record producer is a type of catalog item that provides easy ordering by bundling request

A record producer

Order Guides provide the ability to order multiple, related items as on request

Order Guides provide a list of guidelines for Administrators on how to set up item variables

Order Guides take the user directly to the checkout without prompting for information

Order Guides restrict the number of items in an order to only one item per request

Using update sets

They cannot be moved between instances

Using Transform Maps

Using Application Sets

…used to drive complex fulfillment processes and sends notifications to defined users or groups

…generates three basic components: item variable types, tasks, and notifications

…generates three basic components: item variable types, tasks, and approvals

Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes

Assignment Rules

UI Policies

Access Control Rules

Roles

Virtual Agent

Connect Chat

Live Feed

Answer Agent

Lists

UI Pages

Forms

Records

Rules are evaluated from the general to the specific, so a table rule must be active to continue

If more than one rule applies to a row, the older rule is evaluated first

If a row level rule and a field level rule exist, both must be true before an operation is allowed

Rules are evaluated using roles. The role with the most permissions evaluates the rules first

A staging area for Imported records

A table that determines relationships

A table where data will be placed, post-transformation

A repository for Update Set Information

Reviewed

Drafted

Published

Retired

Service Catalog variables cannot affect the order price

Service Catalog variables ca only be used in Order Guides

Service Catalog variables are global by default

Service Catalog variables can only be used in Record Producers

UI Policy

Client Script

UI Action

Business Rule

u_users

sys_users

x_users

sys_user

A formatter allows you to populate fields automatically

A formatter is a set of conditions applied to a table to help find and work with data

A formatter allows you to configure applications on your instance

A formatter is a form element used to display information that is not a field in the record

the order number

The stage

The task to complete

The individual item in the order

Task

Workflow

Report

Event

The language dictionary used for spell checking

The definition for each table and column

The information on how tables relate to each other

The human-readable labels and languages settings

Core Tables

Custom Tables

Extended Tables

Base Tables

Any user can manage and set up import sets

Coalesce fields are used only after running Transform

An existing Transform Map can be used one time on the same import set

An existing Transform Map can be used multiple times on the same import set

Value, Operator, then Field

Field, Operator, then Value

Operator, Condition, then Value

Field, Operator, then Condition

Multiple Choice, Select Box, and Check Box

True/False, Checkbox, Number List

True/False, Multiple Choice, and Ordered

Number List, Single Line Text, and Reference

Dictionary overrides provide the ability to define a field on an extended table differently from the field on the parent table

… an Incoming customer update in an Update Set which applies to the same object as a newer customer update

… is a task within a workflow that requests an action before the workflow can continue

… is the addition, modification, or removal of anything that could have an effect on IT services

The new table archives the parent table and assumes its roles in the database

The new table inherits all of the fields, but does not inherit Access Control rules, client’s scripts, an UI Policies of the parent table

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields.

Mapping fields using a Field Map

Mapping fields using the Import Log

Mapping fields using an SLA

Mapping fields using Transform History

Event Log contains generated Events, the Event Registry is a table of Event definitions

Event Log is formatted in the Log style, the Event Registry displays different fields

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

Event Log is the same as the Event Registry

Record Producers, Order Guides, and Item Variables

Order Guides, Item Variables, and Workflows

Order Guides, Catalog Items, and Workflows

Record Producers, Order Guides, an Catalog Items

If a match is not found using the coalesce fields, the existing record is updated with the information being imported

If a match is not found using coalesce fields, the system does not create a Transform Map

If a match is found using the coalesce fields, the system creates a new record

If a match is found using the coalesce fields, the existing record is updated with the information being imported

A graphically organized visual task board for the CMDB

Graphically displays the Configuration Items that support a business service

Enables administrators to define records from specific tables and trouble sources for Configuration Items

Displays the details of tables and their relationships in the visual manner, allowing administrators to view and easily access different part of the database schema

Insert creates a new record and Update saves changes. Both remain on the form

Insert saves changes and remains on the form. Update saves changes an exits the form

Insert creates a new record and Update saves changes. Both exit the form

Insert saves changes and exits the form. Update saves changes and remains on the form

Data Editor

Edit Menu

List Editor

Form Designer

It displays actions such as creating quick reports, configuring the list, and exporting data

It displays actions related to viewing and filtering the entire list

It displays actions such as view form, view related tasks, and add relationship

It displays actions related to filtering options, assigning tags, and search

To present related fields

To present related records

To dot-walk to a core table

To create a one-to-many relationship

A trigger

A spoke

Core Action

An Event

REQ (Number) > RITM (Number) > PROCUREMENT (Number)

REQ (Number) > RITM (Number) > TASK (Number)

RITM (Number) > REQ (Number) > PROCUREMENT (Number)

FULFILLMENT (Number) > RITM (Number) > TASK (Number)

By default, the changes included in an Update Set are visible only in the instance to which they are applied

An update set allows administrators to group a series of changes into a named set and then move this set as a unit to another system

An Update Set is a group of customizations that are moved from Production to Development

By default, and Update Set includes customizations, Business Rules, and homepages

Once and Update Set is closed as “Complete”, change it back to “In Progress” until it’s applied to another instance

Avoid using the Default Update set as an Update Set for moving customizations from Instance to Instance

Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

Us the Baseline Update Set to store the contents of items after they are changed the first time

The Order field in the Variable form

The Default Value field in the Catalog Item form

The Choice field in the Variable form

The Sequence field in the Catalog Item form