Most Asked ServiceNow Interview Questions
Following is the list of most frequently asked ServiceNow Interview questions and their best possible answers.
1) What is ServiceNow? / What do you understand by ServiceNow?
ServiceNow is an IT Service Management tool (ITSM tool) based on the cloud. It provides a single system of records for IT services, operations, and business management. It gives us a complete view of services and resources and also facilitates us to control and allocate resources and design the process flow of those services in the best way.
2) What is the use of ServiceNow? / Why ServiceNow?
ServiceNow is a ticketing tool used to process and catalog customer service requests. It also facilitates us to raise requests that deal with incidents, changes, problems, and other services using tools like ServiceNow.
ServiceNow offers the following five prominent services:
It provides an integrated cloud solution that has all of these five services in one place.
3) What do you understand by an Application in ServiceNow?
In ServiceNow, an application represents a packaged solution for delivering services and managing business processes. In other words, we can say that an application is a collection of modules that gives information about those modules. For example, the Incident application provides information related to the Incident Management process.
4) What is the full form of CMDB, and what is its usage?
The full form of CMDB is Configuration Management Database. This is a repository that acts as a data warehouse for information technology installations. It stores data related to a collection of IT assets and descriptive relationships between such assets.
5) What do you understand by the record matching and data lookup features in ServiceNow?
The record matching and data lookup features facilitate us to set a field value based on some specific condition in place of writing scripts.
6) What do you understand by CMDB Baseline?
CMDB Baselines or Configuration Management Database Baselines enable us to understand and control the changes made to a configuration item (CI). CMDB Baselines act as a snapshot of a configuration item.
7) What is the full form of LDAP? What is its application?
The full form of LDAP is Light Weight Directory Access Protocol. LDAP is used for user authentication and user data population. ServiceNow integrates with the LDAP directory to enhance the user login process and automate user creation and role assignment.
8) What do you understand by the term "Business Rule."?
The business rule is a server-side script. It runs whenever any record is inserted, modified, deleted, displayed or when a table is queried. The main point to keep for creating a business rule is when and what action it is supposed to execute. You can apply the business rule 'on display,' 'on before' or 'on after' when action is performed.
9) What are the procedures used to enable or disable an application in the ServiceNow?
The following procedures or steps are used to enable or disable an application in the ServiceNow:
10) Is it possible to call a business rule with the help of a client script?
Yes. We can easily call a business rule using a client script by using glide ajax.
11) What do you understand by Dictionary Override?
A dictionary override is used to define an extended table or field differently from its parent table's field. You can see the following example to understand it better:
For example, we can use a dictionary override for a task table field to change the default value on the incident table without changing the default value on the change or task table field. This is the main benefit of dictionary overrides.
12) What do you understand by domain separation in ServiceNow?
Domain separation is a useful method of ServiceNow. It is used to separate data into logically defined domains. It also provides an option to separate administration.
For example, suppose Alex is the CEO of two companies, and he is using ServiceNow single instance for both of these businesses. He doesn't want the user of one business can see the data of another business. So, he can use domain separation to isolate the records from both businesses.
13) What are some best practices you should follow while using ServiceNow?
Following are some best practices we need to follow while using Service now:
14) What do you understand by the term coalesce?
Coalesce is set in the Transform Map. It is a property of a field used in transform map field mapping. It is just a true or false value between a source Import Set field and a target table field. Coalescing on a field or set of fields facilitates us to use the field as a unique key. If it finds a match using the coalesce field, ServiceNow will update the existing record with imported information. If a match is not found, then it inserts a new record into the database.
15) What is a data policy in ServiceNow?
In ServiceNow, data policies are almost similar to UI policies. Data Policies facilitate a developer to enforce online data policies by assigning read-only attributes for all the fields.
Following is a list of some main differences between data policy and UI policy:
16) What are the UI policies in ServiceNow?
UI policies are used to set mandatory fields, which are read-only and visible on a form. These are used for dynamically changing a field on a form and control custom process flows for tasks. UI policies are alternatives to client scripts.
17) What are the different types of search options available in ServiceNow?
Following are the main five types of search options available in ServiceNow:
18) What do you understand by a client script? What is its usage?
Client script resides on the client-side or the browser and runs on the client-side only. It allows the system to run when client-based events occur, such as when a form loads, after form submission, or when a field changes value.
Following are the different types of client script:
19) How can you cancel a form submission through client script?
If you want to cancel a form submission through client script, then the onSubmit function should return false. You can use the following syntax to cancel a form submission through client script:
20) What is the usage of HTML Sanitizer?
The HTML sanitizer is used to clean up a markup in HTML fields automatically. It helps to eliminate code and protect against security concerns like cross-site scripting attacks.
21) What do you understand by a record producer in ServiceNow?
In ServiceNow, a record producer is a catalog item that allows users to create task-based records from the Service Catalog. Record producers provide an alternative way to create records through Service Catalog.
For example, we can easily create a change record or a problem record with the help of a record producer.
22) What do you understand by a glide record?
A glide record is a java class used to perform database operations instead of writing SQL queries.
23) What is the usage of an import set tool?
An import set tool is used to import data from various data sources instead of using a transform map. The import sets can acts as a staging table for imported records.
24) What do you understand by transform Map?
A transform map is used to transform the record imported into the ServiceNow import set table to the target table. It is also used to specify the relationships between fields displaying an Import Set table and fields in a target table.
25) What is impersonating a user? How is it beneficial?
Impersonating a user makes an administrator able to sign in to the system as a different user. This process is used to provide the administrator access to the modules and menus that the user had access to. ServiceNow records the administrator's activities when they are impersonating another user.
Impersonating a user is quite beneficial as it enables testing. We can use this feature for testing the solution without logging out from our session. If you don't use impersonating a user feature, you would have to log out from your session and log in again with that user's credentials for testing.
26) Which searching technique is used to search a text or record in ServiceNow?
Zing is a searching technique or text indexing and search engine used to perform all text searches in ServiceNow.
27) What is the use of the parent table for Change, Incident, and Problem?
The parent table for Change, Incident, and Problem is the task table used to ensure that any configurations or fields defined on the parent table apply to the child tables automatically.
28) What do you understand by foreign record insert?
A foreign record insert occurs when an import changes to a table that is not the target table for that Import. This process happens when we update a reference field on a table.
29) What do you understand by an inactivity monitor?
The inactivity monitor triggers an event for a task record if it has remained inactive for a certain amount of time. If the task continues to remain idle, the inactivity monitor repeats at regular intervals.
30) What do you understand by the data dictionary?
The data dictionary contains information about a field's data type, default value, dependency, and other attributes. It is also used to define every table and field in the system.
31) What would happen if a user makes some changes to the homepage?
If a user makes some changes on the homepage, then that page is saved as his/her personalized homepage instead of updating on the actual homepage. For example, suppose you have a home page name, "Records." When a user makes some changes to it, this page is saved as "My Records" and is only visible to that user.
32) What is the usage of the Client Transaction Timings plug-in?
The Client Transaction Timings plug-in is used to enhance the system logs. It is beneficial because it provides more information on the duration of transactions between the client and the server.
33) How can you check on which ServiceNow instance node you are working on?
You can quickly check that on which ServiceNow instance node you are working on by following the steps given below:
On the statistic page, you will get the details of the node and the instance you are working on.
34) What do you understand by Domain separation?
Domain separation is a technique used to separate data into logically defined domains.
35) How can you enable or disable the pie chart labels?
You can easily enable or disable the labels in the pie chart by setting the property glide.ui.chart.pie.labels to true or false.
36) What do you understand by installation exit?
Installation exit is a customization exit from Java to call a script before returning to Java. Some installation exits such as Login, Logout, ValidatePassword, ExternalAuthentication are reserved and cannot be changed.
37) What is the process to remove the 'Remember me' check box from the login page?
We can easily remove the 'Remember me' check box from the login page by setting the property - "glide.ui.forgetme" to TRUE.
38) What is a Gauge in ServiceNow?
A gauge appears on the ServiceNow homepage and can contain up-to-the-minute information about the current status of records on ServiceNow tables. A gauge can be put on a homepage or a content page.
39) How can we set a field unique on the table?
To set a field unique on the table, we have to go to that respective field dictionary and set the unique check box to true.
40) What do you understand by Metrics in ServiceNow?
In ServiceNow, Metrics are used to record and measure the workflow of individual records. It also measures and evaluates the effectiveness of IT service management processes. For example, by using metrics, you can measure the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.
41) What do you understand by a BSM Map?
BSM stands for Business Service Management. So, BSM Map is a Business Service Management map. It is used to display the Configuration Items (CI) graphically. These items support a business service and indicate the status of those Configuration Items.
42) When does a foreign record insert occur?
A foreign record insert occurs when an import changes to a table that is not the target table for that import. This generally happens when we update a reference field on a table.
43) What do you understand by a Schema map?
A schema map is used to display the details of tables and their relationships visually. It also allows administrators to view and quickly access different parts of the database schema.
44) What do you understand by scorecard?
A scorecard is a graphical representation of progress over time. It is used to measure the performance of an employee or a business process. You can add targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series (totals and averages) to scorecards to enhance it.
45) What is the full form of ACL? What is its usage?
ACL stands for Access Control List. It is used to define what data users can access and how they can access it within ServiceNow.
46) What do you understand by a dashboard in ServiceNow?
A dashboard is a visual collection of reports and paralytics presented as KPI scorecards and indicator summary tab.
47) What do you understand by a sys_id?
A sys_id is a unique 32-character GUID that identifies each record created in each table in ServiceNow.
48) How can we create a new role in ServiceNow?
To create a new role in ServiceNow, go to User Administration >> Role and then click the "New" button.
49) Can we add Homepages and Content pages to 'update sets' in the ServiceNow?
No. In ServiceNow, we cannot add Homepages and Content pages to 'update sets' as a default option because we have to manually add the pages to the current "update sets" by unloading them.
50) Is it possible to have more than one function listening to the same thing?
Yes, it is possible to have more than one function listening to the same thing, but there is no guarantee of sequencing. By using more than one function listening to the same thing, it is impossible to predict what order your event handlers will run.
51) How can you get all the active/inactive records from a table in ServiceNow?
You can use the following methods to get all the active/inactive records from a table in ServiceNow:
52) How can you update a record without refreshing its system fields?
You can use a function autoSysFields() in your server-side scripting to update a record without refreshing its system. At whatever point you are updating a record, set the autoSysFields() to false.
53) What is the usage of the setForceUpdate() function? / Is it possible to update a record without updating its system fields such as sys_updated_by, sys_updated_on, etc.?
The setForceUpdate() function is used to update the record even if there are no changes on the record. Yes. It is possible to update a record without updating its system fields. For this, you have to use the function autoSysFields() in your server-side scripting. Whenever you are updating a record, set the autoSysFields() to false.
54) What is the usage of the set limit(n) function?
The set limit(n) function is used to limit the number of records.