ServiceNow Interview Questions
100 Interview Questions for Freshers 1 -2 Experienced Candidates
ServiceNow Interview Questions
1. What is ServiceNow?
ServiceNow is a cloud based IT Service Management (ITSM) tool. It provides a single system of record for:
- IT services
- Operations
- Business management
All aspects of IT Services live in the ServiceNow ecosystem. It gives us a complete view of services and resources. This allows for broad control of how to best allocate resources and design the process flow of those services.
2. What is an ‘Application’ in ServiceNow?
Applications in ServiceNow represent packaged solutions for delivering services and managing business processes. In simple words, it is a group of modules that provides information related to those modules.
For example, the Incident application will provide information related to the Incident Management process.
3. What is the full form of CMDB and what is it?
CMDB stands for Configuration Management Database. CMDB is a repository. It acts as a data warehouse for information technology installations. It holds data related to a collection of IT assets, and descriptive relationships between such assets.
4. What is LDAP Integration and its use?
LDAP is Lightweight Directory Access Protocol. You can use it for user data population and user authentication. ServiceNow integrates with LDAP directory to streamline the user login process and to automate the creation of users and assigning them roles.
5. What do you mean by data lookup and record matching?
Data lookup and record matching feature help to set a field value based on some condition instead of writing scripts.
For example:
On Incident forms, the priority lookup rules sample data automatically. Then, set the incident Priority based on the incident Impact and Urgency values.
Data lookup rules allow specifying the conditions and fields where they want data lookup to occur.
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6.What is CMDB Baseline?
CMDB Baselines will help you understand and control the changes made to a configuration Item(CI). These Baselines act as a snapshot of a CI.
7. How to enable or disable an application in ServiceNow?
Following steps will help you do the same:
- Navigate to “Application Menus” module
- Open the respective application.
- Set value for active as ‘true’ to enable it or set it to ‘false’ to disable it.
8. What is a view?
View defines the arrangement of fields on a form or a list. For one single form we can define multiple views according to the user preferences or requirement.
9. What is ACL?
An ACL is an access control list that defines what data users can access and how they can access it in ServiceNow.
10. What do you mean by impersonating a user? How is it useful?
Impersonating a user means giving the administrator access to what the user would have access to. This includes the same menus and modules.
ServiceNow records the administrator’s activities when the user impersonates another user. This feature helps in testing. You can impersonate that user and can test instead of logging out from your session and logging in again with the user credentials.
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11. What is the meaning of impersonating a user and how is it useful?
Impersonating involves providing administrator access to specifics accessible by the actual user. Impersonating a user is useful in testing. When impersonation takes place, ServiceNow records all the administrator activities.
12. Detail about client script.
Client script runs on the client side and also sits on the browser. The types of client scripts are OnLoad(), OnChange(), OnSubmit() and OncellEdit().
13. Define record producer.
A record producer is a catalog item that lets users create task-based records from the Service Catalog. It provides an alternate way for creating records through Service Catalog.
14. Name the searching technique used to search a record or text in ServiceNow.
In ServiceNow, Zing is the searching technique that performs all text searches.
15. What do you understand about HTML Sanitizer?
The HTML Sanitizer is used to automatically clean up HTML markup in HTML fields. It protects against security concerns and removes unwanted code. It is active for all instances beginning with the Eureka release.
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16. Explain BSM Map.
BSM or Business Service Management map graphically displays configuration items. These items indicate the status of Configuration items and support a business service.
17. Define performance analytics.
In ServiceNow, performance analytics is an additional application that allows customers to create time series for any KPI and take a snapshot of data at regular intervals.
18. What is the use of a reference qualifier?
It is used to restrict the data that can be selected for a reference field.
19. Differentiate between _next() and next() method.
next() method moves the record to the next in GlideRecord. _next() has the same functionality as next(), but it is used in cases when a table having column name ‘next’ is queried.
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20. What is an ‘application’ in ServiceNow?
It is a group of modules that give related information. A change application consists of modules such as create or view change tickets.
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21. What is a business rule?
A business rule is created to help you decide when and on what action the business rule will be executed. It is server-side scripting, and it is when there is insertion, updating, deletion, or query on a record that it gets executed.
22. How to enable or disable an application?
Ans: Navigate to the “Application Menus” module under the system definition application. Open the respective application that requires enabling or disable. Set active as true to enable it or set active to false to disable it
23. What is a view?
Ans: The view defines the arrangement of fields on a form or a list. For one single form, we can define multiple views according to the user preferences or requirements.
24. What is a data policy?
With data policies, you can enforce data consistency by setting mandatory and read-only states for fields. Data policies are similar to UI policies, but UI policies only apply to data entered on a form through the standard browser.
Data policies can apply rules to all data entered into the system, including data brought in through email, import sets, or web services, and data entered through the mobile UI.
25. What is a dictionary override?
Ans: Dictionary Overrides provides the capability to override several properties of a field in an extended table. For example, a changing table is extended from the task table. There is a field named status in the task table and set as read-only.
When we use this field in change form it will show to be read-only. We can set this to non-read only by using the dictionary override. Similarly, there are other properties that can be set for the fields in an extended table.
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26. What do you mean by coalescing?
Ans: Coalesce is a property of a field that we use in transform map field mapping. When we set the coalesce as true for a field mapping it signifies that this field will work as a unique key.
If a field match is found with the coalesce field, then the existing record will be updated with the imported information in the target table else a new record will be inserted into the target table
27. What is a UI policy?
Ans: UI policies are alternatives to client scripts. It can be used to set a field as mandatory, read-only, and visible on a form. You can also use UI policy for dynamically changing a field on a form.
28. What is meant by domain separation?
It is a way to separate data into logically defined domains. It is used to isolate the records of one business from the other.
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29.What is the function of the set workflow(e)?
Set workflow (e) disables or enables running business rules that are usually triggered by subsequent actions. An insert/update will not be audited if the ‘e’ parameter is set to false. When the ‘e’ parameter is set to true, business rules are enabled.
30. What are ServiceNow Metrics?
ServiceNow metrics measure and record the workflow of individual records. Metrics allow customers to arm their processes by providing tangible features.
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31. How locked out users trigger inbound email actions?
Add the system property glide.pop3.process_locked_out and set it to true.
32. How do we get all the active and inactive records from a table?
Use the addActiveQuery() method for active records and addInactiveQuery() for getting inactive records.
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33. Determine if any of the field values in a record has changed.
Use the changes() method to determine if the field value has been changed.
34. What is a glide record?
Glide record is a java class. It is used for performing database operations instead of writing SQL queries.
35. What is the import set?
An import set is a tool that imports data from various data sources and then maps that data into ServiceNow tables using transform map. It acts as a staging table for records imported.
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36. What is a transform Map?
A transform map transforms the record imported into ServiceNow import set table to the target table. It also determines the relationships between fields displaying in an Import Set table and fields in a target table.
37. What do you mean by foreign record insert?
When an import makes a change to a table that is not the target table for that import, this is when we say foreign record insert occurs. This happens when updating a reference field on a table.
38. Which searching technique is used to search a text or record in ServiceNow?
Zing is the text indexing and search engine that performs all text searches in ServiceNow.
39. Define CMDB.
CMDB or Configuration management database is a repository that acts as a data warehouse for IT installations. It includes data related to a set of IT assets and also descriptive relations among such assets.
40. What does the Client Transaction Timings plugin do?
It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server.
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41. What is an inactivity monitor?
It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.
42. How can you create your report?
A report can be created by navigating to reports and then clicking on ‘Create New.’
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43. How can an attachment on a specific ServiceNow table be disabled?
Add ‘Add no_attachment’ to the attributes field in the dictionary of that table.
44. While using Servicenow, which practices should be followed?
Some of the practices are:
- Replace email and spreadsheets with collaborative workspaces
- Automate every organization’s business process
- Aim to structure, automate and enhance the workflow
- Develop a modern work environment
45. What are the search options in ServiceNow?
The search options are:
- Knowledgebase: helps to find knowledge articles
- Lists: used to find records in a list
- Search scenes: custom module created by administrators
- Navigation filter: filters the items in the application navigator
- Global Text Search: helps record in multiple task tables
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46. Tell the sequence of publishing a knowledge article.
Draft -> Review -> Publish
47. How can you delete tables in ServiceNow?
Go to ‘Tables and Columns,’ choose ‘delete’ and type the word ‘delete.’
48. What is an update set?
An update set is a group of customizations that can be moved from instance to instance.
49. List workflow activities.
The workflow activities include conditions, approvals, tasks, timers, utilities, and notifications.
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50. What happens when a request is rejected?
If a request is rejected, notification is sent, and status is set to cancel. The service catalog workflow can be attached either manually, automatically based on conditions, or if no other workflows are attached.
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51. What is the difference between deleteMultiple() and deleteRecord()?
Ans: delete multiple() deletes multiple records according to the current “where” clause. Do not delete attachments, whereas delete record() deletes the single record.
52. How to restrict users to upload an attachment in ServiceNow?
Ans:
Following is the stepwise step process:
Navigate to System Properties > Security.
In the Attachment limits and behavior section, locate the List of roles (comma-separated) that can create attachments: property (glide.attachment.role).
Enter one or more roles separated by commas.
Only roles listed in this property are able to upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms.
Click Save.
53. How to disable attachments on a specific ServiceNow table?
Ans: Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.
54. What is the significance of the cascade variable checkbox in the order guide?
Ans: Checkbox to select whether the variables used should cascade, which passes their values to the ordered items. If this checkbox is cleared, variable information entered in the order guide is not passed on to ordered items.
55. What are Gauges?
Ans: A gauge can be based on a report and can be put on a homepage or a content page.
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56. What do you mean by Metrics in ServiceNow?
Ans: Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.
57. How many types of searches are available in ServiceNow?
Ans: Use any of the following searches to find information in ServiceNow:
Lists: find records in a list:
- Global text search: find records in multiple tables from a single search field.
- Knowledge base: find knowledge articles.
- Navigation filter: filter the items in the application navigator.
- Search screens use a formlike interface to search for records in a table. Administrators can create these custom modules.
58. Which roles are used by Knowledge management?
Ans: Knowledge management uses these roles knowledge, knowledge_admin, and admin role.
59. How to create your own report?
Ans: Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run and then click New.
60. How to activate the reporting engine?
Ans: Make the glide. report.use_charting_v2 system property to true.
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61. Name a few types of reports that you can generate?
Ans: Few reports are:
- List
- Bar
- Pivot
- Pie
- Calendar
62. What types of searches are available in ServiceNow?
Following searches will help you find information in ServiceNow:
Lists: Find records in a list;
Global text search: Finds records in multiple tables from a single search field.
Knowledge base: Finds knowledge articles.
Navigation filter: Filters the items in the application navigator.
Search screens: Use a form like interface to search for records in a table. Administrators can create these custom modules.ṣ
63. What is a BSM Map?
BSM Map is a Business Service Management map. It graphically displays the Configuration Items (CI). These items support a business service and indicate the status of those Configuration Items
64. Which table stores update sets and customization?
Each update set is stored in the Update Set [sys_update_set] table. The customizations that are associated with the update set are stored in the [sys_update_xml] table.
65. How to create an Inbound Email Action?
Ans: Navigate to System Policy > Email > Inbound Actions and Click New.
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66. How does ServiceNow recognize Inbound Emails?
Ans: Via Watermark or InReplyTo email header. If These are not present, ServiceNow recognizes an email containing a prefix in the subject line.
67. How to enable automatic user creation from email?
Ans: Set the property glide.pop3readerjob.create_caller to true in system properties.
68. How do locked-out users trigger inbound email actions?
Ans: By adding the system property glide.pop3.process_locked_out to true.
69. Can you update a record without updating its system fields(like sys_updated_by, sys_updated_on)?
Reference qualifier is used to restrict the data that is selectable for a reference field.
70. What is a Reference qualifier?
Reference qualifier is used to restrict the data that is selectable for a reference field.
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71. What is Performance Analytics in ServiceNow?
Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any key performance indicator (KPI) in the organization.
72. How to create a new role?
Navigate to User Administration > Role and click New.
73. Can I have more than one function listening to the same thing?
You can, but there is no guarantee of sequencing. You cannot predict what order your event handlers will run.
74. Which method do you use to get all the active/inactive records from a table?
You can use addActiveQuery() method to get all the active records and addInactiveQuery() to get all inactive records.
75. What is a BSM Map?
Ans: BSM Map is a Business Service Management map. It graphically displays the configuration items (CI) that support a business service and indicates the status of those configuration items.
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76. In which table update sets and customization are stored?
As we know, this refers to the current class object, therefore, it must be similar to the current class object. However, there can be two main advantages of passing this into a method instead of the current class object.
- This is a final variable. Therefore, this cannot be assigned to any new value whereas the current class object might not be final and can be changed.
- this can be used in the synchronized block.
77. What happens if a Default update set is marked as complete?
Ans: If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.
78. Are Homepages and Content pages added to the update sets?
Ans: Homepages and content pages are not added to update sets by default. You must manually add pages to the current update set by unloading them.
79. What is a Reference qualifier?
Ans: Reference qualifiers are used to restrict the data that is selectable for a reference field.
80. What is Performance Analytics in ServiceNow?
Ans: Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any key performance indicator (KPI) in the organization.
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81. How to disable client transactions?
Ans: Set the glide.client.track_transaction_timingsproperty to false to disable any client transaction.
82. How do you get the records of specified fields which are not null?
Ans: addNotNullQuery(String fieldName) can be used.
Example: To get all the records where ‘name’ is not null.
addNotNullQuery(‘name’);
83. How will you get all the records where the incident is having a category as hardware or software?
Ans: Use addOrCondition(String name, String oper, Object value) .
Example :
var gr = new GlideRecord(‘incident’);
var qc = gr.addQuery(‘category’, ‘hardware’);
qc.addOrCondition(‘category’, ‘software’);
gr.query();
84. How to set the invalid queries into empty result sets?
Ans: By default queries with the invalid field, names run but ignore the invalid condition. For more strict query control you can enable the glide.invalid_query.returns_no_rows property which will result in an empty result set for invalid queries.
85. How to determine whether any of the field values in a record has changed?
Ans: By using the method changes() you can determine that the field value has been changed for a record.
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86. What is the difference between next() and _next() method?
Ans: The next() method is responsible for moving to the next record in GlideRecord. _next() provides the same functionality as next(), intended to be used in cases when we query the table having a column name as next.
87. What does a ServiceNow Developer do?
Ans: A ServiceNow developer manages an organization’s ServiceNow platform, which helps IT service management in automating business processes.
To improve the platform will be involved in designing, configuring, building, troubleshooting, and installing baseline and custom apps. A ServiceNow developer must also monitor the platform’s stability and make necessary architectural changes.
88. What are the roles & responsibilities of a ServiceNow developer?
Ans: Below listed are the main roles and responsibilities of a ServiceNow developer:
- Identify the defects and provide solutions.
- Collaborate with other administrators to develop solutions and modifications.
- Make use of.NET, C#, and AJAX as well as third-party controls.
- Manage tool settings to ensure consistent productivity.
- Customize new programs and modifications to make them easier to use.
- To avoid disruptions, implement new changes with as little downtime as feasible.
- Assist with any technical issues that arise during the development process.
89. Which role is required to create and access the baseline?
Ans: role is required to create and access baselines.
90. How to change the recipient limit in the email notifications?
Ans: By setting the system property glide.email.smtp.max_recipients.
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91. What is the difference between ${URI} and ${URI_REF}?
Ans: ${URI} shows the word LINK whereas ${URI_REF} shows the display value of the record as the link text
92. How to hide watermarks globally?
Ans: Create a new property named glide.email.watermark.visible and set it to false.
93. What do you mean by data lookup and record matching?
Ans: Data lookup and record matching feature helps to set a field value based on some conditions instead of writing scripts.
For example: on Incident forms, the priority lookup rules sample data automatically sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow specifying the conditions and fields where they want data lookups to occur.
94. What is an updated set?
Ans: An updated set is a group of customization. It captures the customization or configuration changes made by a user and then these update sets can be moved from one instance to another.
For example, if we made some configuration changes in our development environment and want some changes in our test environment then we can capture all the changes in an updated set and can move this update set to the test environment instead of doing changes manually in a test environment.
95. What is a sys_id?
Ans: A unique 32-character GUID that identifies each record created in each table in ServiceNow
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