Read [BEST] ServiceNow Interview Questions & Answers 2020 | ACTE
Servicenow Interview Questions and Answers

Read [BEST] ServiceNow Interview Questions & Answers

Last updated on 24th Jun 2020, Blog, Interview Questions

About author

Suresh (Technical Solution Consultant - Sr Servicenow Developer )

Highly Expertise in Respective Industry Domain with 10+ Years of Experience Also, He is a Technical Blog Writer for Past 4 Years to Renders A Kind Of Informative Knowledge for JOB Seeker

(5.0) | 16547 Ratings 3404

ServiceNow (Service-now in 2011) is an American software company based in Santa Clara, California that develops a cloud computing platform to help companies manage digital workflows for enterprise operations. Founded in 2004 by Fred Luddy, ServiceNow is listed on the New York Stock Exchange and is a constituent of the Russell 1000 Index and S&P 500 Index

1. What is ServiceNow?

Ans:

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.Refer.

2. What is an ‘Application’ in ServiceNow?

Ans:

Applications in ServiceNow represent packaged solutions for delivering services and managing business processes. In simple words it is a group of modules which provides information related to those modules. For example Incident application will provide information related to the Incident Management process.

3. What is the full form of CMDB and what is it?

Ans:

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?

Ans:

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?

Ans:

Data lookup and record matching feature helps 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 users to specify the conditions and fields where they want data lookup to occur.

6. What is CMDB Baseline?

Ans:

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?

Ans:

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?

Ans:

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?

Ans:

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?

Ans:

 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 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 again with the user credentials.

11. What are dictionary overrides?

Ans:

Dictionary overrides provide the ability to define a field on an extended table differently from the field on the parent table. For example, for a field on the Task [task] table, a dictionary override can change the default value on the Incident [incident] table without affecting the default value on Task [task] or Change [change].

12. What do you mean by coalesce?

Ans:

Coalesce is a property of a field that we use in transform map field mapping. Coalescing on a field (or set of fields. lets you use the field as a unique key. If a match is found using the coalesce field, the existing record will be updated with the information being imported. If a match is not found, then a new record will be inserted into the database.

13. What are UI policies?

Ans:

UI policies dynamically change information on a form and control custom process flows for tasks. UI policies are alternative to client scripts. You can use UI policies to set mandatory fields,which are read only and visible on a form. You can also use UI policy for dynamically changing a field on a form.

14. What is a data policy?

Ans:

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.

15. What is a client script?

Ans:

Client script sits on the client side(the browser. and runs on client side only.Following are the types of client script:

  • OnLoad()
  • OnSubmit()
  • OnChange()
  • OncellEdit)

16. How can you cancel a form submission through client script?

Ans:

In order to cancel a form submission the onSubmit function should return false. Refer the below mentioned syntax:

  • function onSubmit()
  • {
  • return false;
  • }

17. What is a business rule?

Ans:

Business rule is a server side script. It executes each time a record is inserted, updated, deleted, displayed or queried. The key thing to note while creating a business rule is, when and on what action it has to be executed. The business can be run or executed for following states

  • Display
  • Before
  • After

18. Can you call a business rule through a client script?

Ans:

Yes, it is possible to call a business rule through a client script. You can use glide ajax for the same.

19. What is the Parent table for incident, change and problem? What does it do?

Ans:

The Task table is the parent table of Incident, Problem & Change. It makes sure any fields, or configurations defined on the parent table automatically apply to the child tables.

20. What is a record producer?

Ans:

A catalog item that allows users to create task-based records from the Service Catalog is called as a record producer. For example, creating a change record or a problem record using a record producer. Record producers provide an alternative way to create records through Service Catalog

    Subscribe For Free Demo

    21. What is a glide record?

    Ans:

    Glide record is a java class. It is used for performing database operations instead of writing SQL queries.

    22. What is the import set?

    Ans:

    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.

    23. What is a transform Map?

    Ans:

    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.

    24. What do you mean by foreign record insert?

    Ans:

    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.

    25. 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.

    26. What does the Client Transaction Timings plugin do?

    Ans:

    It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server.

    27. What is an inactivity monitor?

    Ans:

    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.

    28. What is domain separation?

    Ans:

    Domain separation is a way to separate data into logically-defined domains. For example a client ABC has two businesses and they are using ServiceNow single instance. They do not want users from one business to see data from another business. Here we can configure domain separation to isolate the records from both businesses.

    29. How can you remove the ‘Remember me’ checkbox from the login page?

    Ans:

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

    30. What is HTML Sanitizer?

    Ans:

    The HTML Sanitizer is used to automatically clean up HTML markup in HTML fields and removes 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.

    Course Curriculum

    Learn ServiceNow Training with Real-Time Experience & Build Your Skills

    • Instructor-led Sessions
    • Real-life Case Studies
    • Assignments
    Explore Curriculum

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

    Ans:

    Check box is used 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.

    32. What are Gauges?

    Ans:

    A gauge is visible on a ServiceNow homepage and can contain up-to-the-minute information about current status of records that exists on ServiceNow tables. A gauge can be based on a report. It can be put on a homepage or a content page.

    33. 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.

    34. What types of searches are available in ServiceNow?

    Ans:

    Following searches will help you find information in ServiceNow:

    Cloud Computing Training

    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.

    35. What is a BSM Map?

    Ans:

    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.

    36. Which table stores update sets and customization?

    Ans:

    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 [sys_update_xml] table.

    37. What happens when you mark a default update set 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.

    38. Can you add Homepages and Content pages to ‘update sets’ in ServiceNow?

    Ans:

    Homepages and content pages don’t get added to ‘update sets’ by default. You need to manually add pages to the current ‘update sets’ by unloading them.

    39. What is a Reference qualifier?

    Ans:

    Reference qualifiers restrict the data that can be selected for a reference field.

    40. How To Enable Automatic User Creation From Email?

    Ans:

    Set the property glide.pop3readerjob.create_caller to true in system properties.

    41. What is the latest servicenow user interface and when was it released?

    Ans:

    The latest user interface is UI16 interface. It came in the Helsinki release.

    42. What is a sys_id?

    Ans:

    It is a unique 32-character GUID that identifies each record created in each table in ServiceNow.

    43. What is a scorecard?

    Ans:

    A scorecard measures the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the indicators that you want to measure. You can enhance scorecards by adding targets, breakdowns (scores per group., aggregates, and time series.

    44. Can you update a record without updating its system fields(like sys_updated_by, sys_updated_on.?

    Ans:

    Yes, you can do it by using a function autoSysFields(. in your server side scripting. Whenever you are updating a record, set the autoSysFields(. to false.

    Consider following Example:

    • var gr = new GlideRecord(‘incident’);
    • gr.query();
    • if(gr.next().{
    • gr.autoSysFields(false);
    • short_description = “Test from Examsmyntra” ;
    • gr.update();
    • }

    45. How Servicenow Recognizes Inbound Emails?

    Ans:

    Via Watermark or In­Reply­To email header. If These are not present, ServiceNow recognizes email containing a prefix in the subject line.

    46. How To Create An Inbound Email Action?

    Ans:

    Navigate to System Policy > Email > Inbound Actions and Click New.

    47. How to create a new role?

    Ans:

     Navigate to User Administration > Role and click New.

    48. Can I have more than one function listening to the same thing?

    Ans:

    You can, but there is no guarantee of sequencing. You cannot predict what order your event handlers will run.

    49. Which method do you use to get all the active/inactive records from a table?

    Ans:

    You can use addActiveQuery(. method to get all the active records and addInactiveQuery(. to get the all inactive records. 

    50. What is the difference between next() and _next() method?

    Ans:

    next() method is responsible to move 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.

    So this brings us to the end of the blog. I hope you enjoyed these ServiceNow Interview Questions. The topics that you learnt in this ServiceNow Interview questions blog are the most sought-after skill sets that recruiters look for in a ServiceNow Professional.

    Course Curriculum

    Best ServiceNow Certification Training Course & Get Hired by TOP MNCs

    Weekday / Weekend BatchesSee Batch Details

    51. Name all the products of Services now

    Ans:

    ServiceNow offers various types of tools which are designed according to the needs of a specific user.

    • Business Management Applications
    • Custom Service Management
    • IT Service Automation Application
    • HR management

    52. State some best practices you should follow while using Service now

    Ans:

    Here, are some of the best practices which you need to follow while using Service now:

    • You should replace spreadsheets and email with collaborative workspaces.
    • You should automate every business process of your organization.
    • You can easily develop a modern work environment using ServiceNow.
    • You should aim to enhance, structure and automate the workflow to streamline service delivery.

    53. What is a data policy concerning ServiceNow?

    Ans:

    You can enforce online data policies by assigning read-only attributes for all the fields. Data policies are almost similar to UI policies. However, the difference between two is that UI policy only applies to data entered on a form by using a standard browser. On the other hand, data policies can apply rules for every data entered into the system.

    54. How many types of search options are given in ServiceNow?

    Ans:

    Five types of search options in ServiceNow are:

    • Lists: Use to find records in a list.
    • Global Text search: Helps you record in multiple task tables from a single search field.
    • Knowledgebase: Helps you to find knowledge articles.
    • Navigation filter: Allows you to filter the items in the application navigator.
    • Search scenes: It is a custom module which is created only by administrators.

    55. What is the use of an import set tool?

    Ans:

    Import set tool helps you to import data from various data sources, instead of using a transform map. The import sets can act as a staging table for imported records.

    56. How To Control The Script Conditions Of Access Control Rules Apply To A Table’s Reference Fields?

    Ans:

    You can Add glide.sys_reference_row_check to the System properties and set to true.

    57. Name Few Types Of Reports That You Can Generate?

    Ans:

    Few of reports are:

    • List
    • Bar
    • Pivot
    • Pie
    • Calendar

    58. How To Activate The Reporting Engine?

    Ans:

    Make the glide.report.use_charting_v2 system property to true.

    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. Which Role Is Required To Create And Access Baseline?

    Ans:

    ecmdb_admin role is required to create and access baselines.

    61. How To Get The Row Count In A Glide Record?

    Ans:

    By using the getRowCount() function you can retrieve the number of rows.

    62. What Is The Difference Between Deletemultiple() And Deleterecord()

    Ans:

    deleteMultiple() deletes multiple records according to the current “where” clause. Does not delete attachments, whereas deleteRecord() deletes a single record.

    63. How To Restrict Users To Upload An Attachment In Servicenow

    Ans:

    Following is the step wise 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.

    64. How To Disable Attachment On A Specific Servicenow Table?

    Ans:

    Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.

    65. What Is The Significance Of Cascade Variable Checkbox In Order Guide?

    Ans:

    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.

    66. What does it mean by LDAP Integration and also explain few of its uses?

    Ans:

    LDAP implies the Lightweight Directory Access Protocol. It can be used for the user’s data population as well as for the user’s authentication. Hence the functions of service now integrate with the functions of the LDAP which streamlines the process of users log and also automates the user creation and also assigns a role to them.

    67. What Is 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 database through any means.

    68. What do you understand by the terms data lookup and record matching?

    Ans:

    Data lookup and record matching are the terms which offer help to set the field value which is based upon conditions in spite of some writing scripts.

    69. What is the procedure to enable or disable an application in the ServiceNow?

    Ans:

    The steps involved are:

    • At first, navigate towards the Application Menus module
    • Then next you have to open the required application.
    • At the end just set the value for the active as true to enable an application or to false so to disable the same.

    70. What do you mean by a view of the service now context?

    Ans:

    View implies the arrangement of fields on a list or on the form. Hence for a single form, one can define multiple views in accordance with the need or requirement of the user.

    Servicenow Sample Resumes! Download & Edit, Get Noticed by Top Employers! Download

    71. What is impersonating a user and also tell something about its uses?

    Ans:

    Impersonating a user implies providing the administrator access to the information of what the user has an access to. It also involves the same menus and modules. The function performed by the ServiceNow tool is that it records the activities of the administrator in the case when the user impersonates the other user. It is quite helpful while testing the features of the service now. You can impersonate that user and can test as opposed to logging out from your session and logging again with the user login credentials.

    72. What are UI strategies?

    Ans:

    UI strategies progressively change data on a frame and control custom process streams for assignments. UI approaches are another option to client scripts. You can utilize strategies to set compulsory fields, which are a read-only type and is visible on the form. You can likewise utilize UI policy for a powerfully changing field on a form.

    73. How would you be able to cancel a form submission through the client script?

    Ans:

    The process to cancel a form submission is to be done through on submit functions as the same function should be returned to “false”. The syntax used for this is: function onSubmit () {return false ;}.

    74. What does it mean by a business rule in ServiceNow?

    Ans:

    A business rule is a server-side script. It executes each time a record is embedded, refreshed, erased, shown or questioned. The key thing to note while making a business rule is, when and on what action it must be executed. The business can be run or executed for the following states:

    • Display
    • Before
    • After

    75. Can one call a business rule from a perspective of a client script?

    Ans:

    Definitely, it is conceivable to call a business rule through a client script. You can utilize glide Ajax for the same.

    76. What do you mean by a Parent table for an incident, change and the problem? What does it do?

    Ans:

    The Task table is the parent table of the Incident, Problem, and Change. It ensures any fields, or designs characterized on the parent table consequently apply to the child tables.

    77. 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.

    78. How To Set The Invalid Queries Into Empty Result Sets?

    Ans:

    By default queries with 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.

    79. How To Determine Whether Any Of The Field Value In A Record Have Changed?

    Ans:

    By using the method changes() you can determine that the field value has been changed for a record.

    80. Which Object Is Used To Reference The Current Active Form In Client Script?

    Ans:

    g_form object is used to reference the current active form in client script

    81. Which Object Is Used To Refer The Current Logged In User In Client Script?

    Ans:

    You can use the g_user object to get the details of current active users.

    82. State The Best Practices Of Client Scripts?

    Ans:

    Few of the best practices to use client Scripts :

    • Enclose Code in Functions.
    • Avoid DOM manipulation, use g_form object.
    • Avoid global client scripting, etc.

    83. How Will You Hide/Show A Field Using Client Script?

    Ans:

    You can use the g_form.setVisible(‘fieldname’, ‘value’); method to show/hide a field using client script.

    84. What Is The Processing Order For Record Acl Rules?

    Ans:

    • Record ACL rules are processed in the following order:
    • Match the object against field ACL rules.
    • Users must pass both field and table ACL rules in order to access a record object.

    85. How To Change The Homepage Layout?

    Ans:

    Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.

    86. What is the centrality of the cascade variable checkbox in the order guide?

    Ans:

    A checkbox is utilized to choose whether the factors utilized should cascade, which passes their qualities to the ordered things. In the event that this check box is cleared, variable data entered in the order guide isn’t passed on to the ordered items

    87. What kinds of searches are accessible in ServiceNow?

    Ans:

    Following searches will enable you to find data in ServiceNow:

    • Lists: Find records in a rundown;
    • Global text search: Finds records in different tables from a solitary inquiry field.
    • Knowledgebase: Finds learning articles.
    • Navigation filters: Filters the things in the application navigator.
    • Search screens: Use a form like an interface to scan for records in a table. The administrators can make these custom modules.

    88. Which table stores the updated sets and customization?

    Ans:

    Every updated set is put away in the Update Set [sys_update_set] table. The customizations that are related to the update set, are put away in[sys_update_xml] table.

    89. What happens when you check a default update set as completed?

    Ans:

    In the event when the default update set is marked as Complete, then the system would be able to make another updated set which will be named as Default And utilizes it as the default update set.

    90. Is it possible to add Homepages and Content pages to ‘update sets’ in the ServiceNow?

    Ans:

    Well, it cannot be done as a default option as one has to manually add the pages to the current “update sets” by unloading them.

    91. What does it imply by a sys_id?

    Ans:

    It is a novel 32-character GUID that recognizes each record made in each table in ServiceNow.

    92. Is it possible to update a record without refreshing its system fields?

    Ans:

    Yes, this can be done by utilizing a function of autoSysFields () in your server-side scripting. At whatever point you are updating a record, set the autoSysFields () to false.

    93. How to create a new role in the service now?

    Ans:

    Explore to User Administration > Role and then click to New.

    94. Which searching method is utilized to search a text or record in the ServiceNow?

    Ans:

    The text indexing and search engine named Zing is the searching method which performs all the text searches in the ServiceNow.

    95. What does the Client Transaction Timings module do?

    Ans:

    It is utilized to upgrade the system logs. It gives more data on the span of exchanges between the client and the server.

    96. What is domain partition or separation?

    Ans:

    Domain separation is an approach to isolate information into legitimately characterized domains.

    97. How would you be able to remove the ‘Remember me’ checkbox from the login page?

    Ans:

    You can set the property “glide.ui.forget me” to the”true” which will remove the ‘Remember me’ checkbox from the login page.

    98. How do you edit/ create a workflow?

    Ans:

    Graphical Workflow Editor

    99. What is the purpose of a service catalog workflow?

    Ans:

    To create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.

    100. What is the important factor to remember when a user is creating a catalog variable?

    Ans:

    Catalog Variables are global by default.

    Are you looking training with Right Jobs?

    Contact Us
    Get Training Quote for Free