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ServiceNow Interview Questions and Answers

ServiceNow Interview Questions

What is ServiceNow?

ServiceNow is a cloud based ITSM tool.It provides a single system of record for IT services, operations, and business management by automating IT service applications and processes. All aspects of IT Services can potentially live in the ServiceNow ecosystem of modules, and thus, 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.

What do you mean by term “Application” in Servicenow?

Application is a group of modules which provides its related information.For example change application provides the information related to change process. It consist of modules like create change ticket,view change tickets etc.

What is full form of CMDB?

Configuration Management Database

What is CMDB Baseline?

CMDB baselines helps to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. Baseline is the snapshot of a CI

How to enable or disable an application ?

Navigate to “Application Menus” module under system definition application.Open the respective application that require to be enable or disable.Set active as true to enable it or set active to false to disable it

 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.

What is ACL?

An ACL is access control list that defines what data a user can access and how they can access it in service now.

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

Impersonating a user means that you can log in to the system as that user and can have feel 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 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.

Desired to gain proficiency on ServiceNow? Explore the blog post on ServiceNow Training to become a pro in ServiceNow.

Which is the Parent table for incident,change and problem ?

Task table

What is a record producer

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 record producer. Record producers provides an alternative way to create records through service catalog

What is dictionary override?

Dictionary Overrides provides the capability to override several properties of a field in extended table.For example change table is extended from task table.There is a field named status in task table and set as read-only.When we use this field in change form it will show be a 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 extended table.

What do you mean by coalesce?

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 unique key.If a field match is found with the coalesce field, then existing record will be updated with the imported information in target table else a new record will be inserted into the target table

What is an UI policy?

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.

What is a data policy?

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 to insert that record into the table.

What is difference between UI policy and data policy?

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 database through any means.

What is a client script?

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

How can you cancel a form submission through client script?

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

What is a business rule?

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.

Can you call a business rule through a client script?

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

What is a gliderecord?

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

What is import set?

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

What is transform Map?

A transform map transform 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 target table

What do you mean by Foreign record insert?

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.

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.

What does the Client Transaction Timings plugin does?

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.

What is inactivity monitor?

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.

What is domain separation?

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 business.They do not want that user’s from one business can see data of other business.Here we can configure domain separation to isolate the records from both business.

How you can remove Remember me check box from login page?

You can set the property – “glide.ui.forgetme” to true to remove the Remember me check box from login page.

What is HTML Sanitizer?

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.

What is the significance of cascade variable checkbox in order guide ?

Check box to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items.

What are Gauges ?

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

What do you mean by Metrics in ServiceNow?

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.

How may types of search is available in ServiceNow ?

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.

What is a BSM Map?

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.

In which table update sets and customization are stored?

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.

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

If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

Does Homepages and Content pages are added to the update sets ?

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.

What is Reference qualifier?

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

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.

For Indepth understanding of ServiewNow click on  ServiceNow Tutorials

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