ServiceNow Interview Questions and Answers

ServiceNow is a ticketing tool that catalogs and processes the customer service request. You can put the request which deals with changes, difficulties, incidents, and other services utilizing tools like ServiceNow. ServiceNow is a platform-as-a-service provider, giving technical management support, so as IT service management, to the IT operations of large companies, including help desk functionality.

 Categories of ServiceNow Interview Questions

Q1) What is ServiceNow Technology?

Ans: It is a cloud-based IT Service Management tool. ServiceNow gives a solitary plan of record for IT administrations, activities, and business administration via computerizing IT benefit applications and procedures. All parts of IT Services can possibly live in the ServiceNow biological system of modules, and in this manner, it gives us a total perspective of administrations and assets. This takes into account-wide control of how to best designate assets and plan the procedure stream of those administrations.

Q2) What is the life cycle of Change Request?

Ans: 

Initiating ChangesAssessing Changes
Documenting ChangesAssigning Changes
Scheduling ChangesSubmit Changes
Implementing ChangesChange Review

 

Q3) What do you mean by the term "Application" in ServiceNow?

Ans: The application is a group of modules that provides its related information. For example, a change application provides information related to the change process. It consists of modules like create change tickets, view change tickets, etc.

Q4) What is the full form of CMDB?

Ans: Configuration Management DataBase

Q5) What is the CMDB Baseline?

Ans: CMDB baselines help to understand and control the changes that have been made to a Configuration Item(CI) after its Baseline has been created. The baseline is the snapshot of a CI.

Q6) 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 to enable or disable. Set active as true to enable it or set active to false to disable it

Q7) What is "View"?

Ans: View characterizes the game plan of fields on a frame or a rundown. For one single shape, we can characterize different perspectives as indicated by the client inclinations or prerequisites.

Q8) What is the ACL?

Ans: An ACL is an Access Control List that defines what data a user can access and how they can access it in service now.

Q9) What do you mean by impersonating a user? How it is useful?

Ans: Impersonating a user means that you can log in to the system as that user and can have felt how the service-now UI is set for that user. This is very useful while testing. For example, if you are required to test that a user can access the change form or not. You can impersonate that user and can test instead of logging out from your session and logging again with that user credentials.

ServiceNow Developer Interview Questions

Q10) Which are the Parent table for the incident, change, and problem?

Ans: Task table

Q11) What is a record producer?

Ans: A record producer is a type of a catalog item that allows users to create task-based records from the service catalog. For example, you can create a change record or problem record using a record producer. Record producers provide an alternative way to create records through a service catalog.

Q12) What is the dictionary override?

Ans: Dictionary Overrides provides the capability to override several properties of a field in the extended table. For example, the 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 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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Q13) About UI policy & What it is?

Ans: UI policies are alternative 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.

Q14) What is a data policy?

Ans: Data policy checks the mandatory and read-only of a field whenever a record is inserted or updated through a web-service or import set.For example: If a mandatory field in the incoming record (from import set or web-service) is empty then the data policy will not allow inserting that record into the table.

Q15) What is a client script?

Ans: Client script sits on the client side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit()

Q16) How can you cancel a form submission through client script?

Ans: In the onSubmit function return false. function onSubmit() { return false; }

Q17) What is a business rule?

Ans: The business rule is server-side scripting that executes whenever a record is inserted, updated, deleted, displayed or queried. The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule 'on display', 'on before' or 'on after' of an action (insert, delete, update) is performed.

Q18) Can you call a business rule through a client script?

Ans: Yes you can call a business rule through a client script by using glideajax

Q19) What is a glide record?

Ans: Gliderecord is a java class that is used for database operations instead of writing SQL queries.

Q20) What is the import set?

Ans: Import Sets is a tool used to import data from various data sources and, then using the transform map, the map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.

ServiceNow Administrator Interview Questions

Q21) What Is The Use Of Service Now Change Management Application?

Ans: The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.

ServiceNow Change Management integrates with the Vulnerability response plugin to introduce extra functionality within Change Management.

Q22) What is a transform Map?

Ans: A transform map transforms the record imported into ServiceNow import set table to the objective table. It additionally decides the connections between fields showing in an Import Set table and fields in the target table.

Q23) What do you mean by Foreign record insert?

Ans: A foreign record insert occurs when an import makes a change to a table that is not the target table for that import. This happens when updating a reference field on a table.

Q24) Which searching technique is used to search a text or record in ServiceNow?

Ans: Zing is the text indexing and search engine that performs all text searches in ServiceNow.

Q25) What does the Client Transaction Timings plugin do?

Ans: The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.

Q26) What is the inactivity monitor?

Ans: An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

Q27) What is domain separation?

Ans: Domain separation is a way to separate data into (and optionally to separate administration by) logically-defined domains.

For example, A client XYZ have two business and they are using ServiceNow single instance for both businesses. They do not want that user's from one business can see data from other businesses. Here we can configure domain separation to isolate the records from both businesses.

Q28) How can you remove the Remember me checkbox from the login page?

Ans: You can set the property - "glide.ui.forgetme" to true to remove the Remember me checkbox from the login page.

Q29) What is HTML Sanitizer?

Ans: The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

Q30) What are Gauges?

Ans: A gauge can be based on a report and can be put on a homepage or a content page.

Q31) 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.

Q32) How many types of searches be 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.
  • Knowledgebase: 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.

Q33) What is the 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.

Q34) In which table update sets and customization are stored?

Ans: Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.

Q35) What happens if a Default update set is marked as complete?

Ans: In any case, the default update set is marked as complete then the system creates an alternate update named Default1 & uses it to update the set.

Q36) Does Homepages and Content pages are 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.

Q37) What is a Reference qualifier?

Ans: Reference qualifiers are used to restrict the data that is selectable for a reference field.

Q38) What is Performance Analytics in ServiceNow?

Ans: Performance Analytics is an additional application in Service Now 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.

 

ServiceNow Tutorials

 

Q39) What Is the Difference Between Ui Policy And Data Policy?

Ans: UI policy acts when a record is inserted or updated through a ServiceNow UI i.e ServiceNow forms while data policy acts whenever a record is inserted or updated into the database through any means.

Q40) What Do You Mean By Coalesce?

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.

ServiceNow Integration Interview Questions

Q41) What are the products of ServiceNow?

Ans: There are various ServiceNow tools which are designed according to the requirement of a particular user.

  • HR management

  • Business Management Applications

  • IT Service Automation Application

  • Custom Service Management

Q42) Explain about an application in ServiceNow?

Ans: Application in a ServiceNow represents packaged solutions to deliver services and manage business processes. Simply application is a set of modules that gives information related to those modules.

Q43) What is CMDB?

Ans: CMDB stands for Configuration Management Database. This is a repository that acts as a data warehouse for information technology installations. It contains data related to a set of IT assets and descriptive relations among such assets.

Q44) Explain about Data lookup and record matching?

Ans: Data lookup and record matching feature help to establish a field value based on some condition rather than writing scripts.

Q45) How to enable or disable an application ServiceNow?

Ans: These steps will help you to do so:

  • Navigate to the "application menus" module.

  • Open the representative application.

  • Set the value as "false" to disable and "true" to enable it. 

Q46) Explain the view?

Ans: The view represents the arrangement of fields on a form or a list. For one single form, we can determine multiple views according to the user's choices or requirements.

Q47) Explain about ACL?

Ans: An ACL nothing but an access control list that defines what data users can access and how they can access it within ServiceNow.

Q48) Explain the record producer?

Ans: A record producer means a type of a catalog item that permits users to generate task-based records from the service catalog. For instance, you can generate a change record or problem record utilizing a record producer. Record producers give an alternative method to create records through the service catalog.

Q49) Explain about an Ui policy?

Ans: UI policies are alternative to client scripts. These can be utilized to set a field as necessary, read-only, and visible on a form. You can also utilize UI policy for dynamically modifying a field upon a form.

Q50) Explain about client script?

Ans: Client script sits on the client side and runs there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit)().

Q51) Explain the business rule?

Ans: A business rule is server-side scripting which executes whenever a record is entered, deleted, updated, queried or displayed. An important thing to keep in mind while building a business rule is that when and on what action has to be executed. You can run your business rule 'on display', 'on before' or else 'on after' of action is performed.

Q52) Explain about glide records?

Ans: Gliderecord is nothing but a java class that is utilized for database operations rather than writing SQL queries. 

Q53) Explain about import sets?

Ans: Import Sets is a tool utilized to import data from different data sources and, then utilizing a transform map, the map that data into ServiceNow tables. The Import Sets table serves as a staging table for records imported.

Q54) Explain about client script?

Ans: The client script sits upon the client-side and runs upon the client-side only. Following are the types of client script:

  • OnLoad()

  • OnSubmit()

  • OnChange()

Q55) Explain about Inactivity Monitor?

Ans: An inactivity monitor triggers an event for a task record if that task has been inactive for a specific time. If the task continues inactive, the monitor repeats at regular intervals.

Q56) Explain about inactivity monitors?

Ans: An inactivity monitor triggers an event for any task record if the task has been inactive for a specific period of time. If the task continues inactive, the monitor reverts at regular intervals.

Q57) What are gauges?

Ans: A gauge can be based on a report and can be put on a homepage or a content page.

Q58) Explain about a Bsm map?

Ans: BSM Map is a Business Service Management map. It graphically shows the configuration items (CI) that support a business service also shows the status of the configuration items.

Q59) What are the types of search options in ServiceNow?

Ans: There are five types of search options in ServiceNow

  • Lists: This is used to find records within a list.

  • Knowledgebase: assists you to find the knowledge articles.

  • Navigation filter: Enables you to filter the items within the application navigator.

  • Global Text Search: Helps you record within multiple task tables of a single search field.

  • Search scenes: It is a custom module that is designed only by administrators.

Q60) Explain about HTML sanitizer?

Ans: The HTML sanitizer automatically cleans up a markup within HTML fields. It assists in eliminating code plus protecting against security concerns like cross-site scripting attacks.

Conclusion:

Final tips:

Approach your interview appearing confident in your skillset plus knowledge. Remember, you are the specialist, and that's why you are in that room! Some of the most significant deciding factors in an interview are based – not solely on your skills plus how you have answered their questions – but upon your body language. 

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