Last updated on Nov 08, 2023
ServiceNow is a ticketing tool and a cloud-based software platform useful for ITSM (IT Service Management) to automate business management. It also helps to process and catalog various customer service requests related to incidents, issues, and changes. ServiceNow also helps business enterprises to become highly scalable and faster by using Machine Learning tools. This is useful to leverage data and other workflows with great flexibility. Further, ServiceNow is an integrated cloud solution that offers different types of services including IT, Security, Customer Service, Business Applications, and HR Services.
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Ans: ServiceNow is an ITSM tool and a cloud-based platform that helps in business management, IT services, and operations. It also helps in processing various customer requests relating to incidents, changes, and other services.
Ans: CMDB stands for “Configuration Management Database” which is a repository. The CMDB acts as a data warehouse for IT installations that consists of data related to a group of IT assets and also descriptive relations among those assets.
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 prerequisite.
Ans: Impersonating a user in ServiceNow refers to the capability of administrators or support personnel to temporarily assume the identity and access permissions of another user in the system. Impersonating a user is useful for troubleshooting, providing support, and understanding the system from the perspective of the impersonated user. By impersonating a user, you can effectively see the ServiceNow instance as they would, helping you identify and resolve issues or answer user-specific questions without needing the user's login credentials. It's a valuable tool for system administrators and support teams.
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Ans: LDAP stands for Lightweight Directory Access Protocol useful as a central place for authentication.
Ans: In ServiceNow, ACL stands for Access Control List. An ACL is a set of rules that specify which users or roles can access specific tables and what operations (create, read, update, delete) they can perform. We can use ACLs to enforce security and control permissions for data and operations within the platform.
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.
Ans: Navigate to “Application Menus” module under system definition application. Open the respective application that requires enabling or disabling. Set active as true to enable it or set active to false to disable it.
Ans. LDAP or Lightweight Directory Access Protocol is useful for user authentication & user data population. ServiceNow integration with this directory streamlines the user log-in process. It also automates the process of user creation and helps by assigning them roles.
Ans: An application in ServiceNow is a group of modules that gives related information about those modules.
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Ans: The features like record matching and data lookup help to set a field value instead of writing a script. This field value is based on some conditions.
Ans: Task table is the parent table for the incidents, change and problem.
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.
Ans: In ServiceNow, a dictionary override refers to the ability to override or modify properties of a field in a table's Dictionary. Dictionary override allows you to customize the behavior and appearance of a field, such as changing its data type, length, or display label, to better suit your specific requirements without altering the base table's structure.
Ans: A UI Policy in ServiceNow is a configuration that controls the behavior of form elements and UI components on a record form. UI Policies enable you to make fields visible, read-only, mandatory, or hidden based on certain conditions or user interactions. They are used to create dynamic and user-friendly forms that adapt to the specific context of a record, improving the user experience and ensuring data integrity.
Ans: In the onSubmit function return false.
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.
Ans: Yes you can call a business rule through a client script by using glideajax
Ans: Gliderecord is a java class that is used for database operations instead of writing SQL queries.
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.
Ans: Client script sits on the client side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit()
Ans: A gauge can be based on a report and can be put on a homepage or a content page.
Ans: Import Sets is a tool used to import data from various data sources and, then using transform map, the map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.
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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.
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.
Ans: Zing is the text indexing and search engine that performs all text searches in ServiceNow.
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.
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.
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.
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 of other business.Here we can configure domain separation to isolate the records from both businesses.
Ans: You can set the property – “glide.ui.forgetme” to true to remove the Remember me checkbox from the login page.
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.
Ans: In ServiceNow, a gauge is a graphical representation or widget that displays real-time data or key performance indicators (KPIs) in a visual format, often in charts, graphs, or progress bars. We can use Gauges to provide at-a-glance insights into the health and performance of various processes, services, or data within the ServiceNow platform. They can be placed on dashboards and are particularly useful for decision-makers to assess the status of different aspects of their organization quickly.
Ans: Metrics tracks and monitors the workflow of individual records. With metrics, consumers may arm their mechanism by having tangible statistics to calculate, for example, how long it takes before a ticket is reassigned or the state changes.
Ans:To find information in ServiceNow, use any of the following searches:
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.
Ans: In any case, the default update set is marked as complete when the device generates an alternative update called Default1 and uses it to update the set.
Ans: Homepages and content pages are not added to change settings by default. You need to manually connect pages to the latest update collection by unloading them.
Ans: A reference qualifier is a filter or script that restricts the choices in a reference field. Reference fields allow users to select records from another table, and reference qualifiers help define criteria for what records should be visible and selectable. They are commonly used to enhance data integrity and improve the user experience by ensuring that only relevant or appropriate records are available for selection in reference fields.
Ans: Performance Analytics is an additional technology in Operation Now that enables customers to take a snapshot of the data at regular intervals and to create time series for every main performance indicator (KPI) in the enterprise.
Ans: A BSM map is meant for a Business Service Management map that graphically displays configuration items (CI) and specifies the status of these items and supports a business service.
Ans: In the ServiceNow ITSM tool, performance analytics (PA) is an added application that allows customers to build time series for any KPI within an enterprise. Also, it helps customers to take a snapshot of data frequently or at regular intervals.
Ans: A next() method in ServiceNow moves the record to the next record in GlideRecord. Further, the _next() method also has the same functionality as the next() method. But the _next() is used in cases when a user queries about a table having the column name “next”.
Ans: In ServiceNow, the security_admin develops or updates the ACL.
Ans: A Domain Separation or Partition is a way to split data into logically defined domains where it separates the records of one business from the other business.
Ans: ServiceNow metrics are useful to measure and record the workflow of an individual or a single record. Further, using these metrics, customers can arm their processes by providing tangible features to measure.
Ans: The method follows by “adding the system property glide.pop3.process_locked_out and setting it to true”.
Ans: A user can use the method to get the active records addActiveQuery() and for the inactive records addInactiveQuery().
Ans: In ServiceNow, the “set workflow (e)” disables or enables running business rules that are generally activated by future actions. Here, an insert or update function will not be inspected if the ‘e’ parameter is set to “false”. Hence, business rules are enabled only when the ‘e’ parameter is set to “true”.
Ans: Here, you need to go to the “Application Menus” module within the system definition application. Now, open the respective application which you want to enable or disable. Then you can set active as “True” to enable the application or set it to “False” to disable it.
Ans: To determine whether the field value has been changed or not, we can use the changes() method.
Ans: We can call a business rule using a “client script” by the use of “glideajax”.
Ans: By default, content pages, and homepages are not included in the update sets. Here, you can add the pages only manually to the current update sets by unloading them.
Ans: In ServiceNow, the “view” defines the order of fields on a list or a form. We can also indicate multiple views for one single form as per the user's need or preference.
Ans: The Cascade Variable Check Box (CVC Box) is used to choose the variables used that pass their value to the ordered items. If the same is cleared, then the variable data entered in the guide is not passed on to ordered items.
Ans: In order to reference the existing active form, the “g_from” object is used in the client script.
Ans: To enable automatic user creation, the “glide.pop3readerjob.create_caller” property requires it to be set to “true” within the system properties.
The following are a few of the practices:-
Ans: We can build a report by going to the “Reports” and then clicking on the “Create New” option.
Ans: Here, you can add “Add no_attachment” to the attributes field in the dictionary of the specific table that you want to disable an attachment.
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The following are the different search options-
Ans: The sequence follows through - Draft -> Review -> Publish
Ans: Navigate to the “Tables and Columns” section. Then choose the “delete” option and type the word “delete” to remove the table.
Ans: An “update set” is a collection of several customizations that can be moved from one instance to another.
Ans: The following are the various Workflow Activities - conditions, timers, approvals, tasks, utilities, and notifications.
Ans: In case, when a request is rejected, then a notification is sent, and the status is set to cancel. Here, the service catalog workflow in ServiceNow can be attached either manually, automatically based on conditions, or if there are no other workflows attached.
Ans: In ServiceNow, sys_id is a unique GUID having 32-character which is utilized to identify each record built within each Servicenow table.
Ans: At first, you need to set the property “glide.ui.chart.pie.tables” to true and false, respectively to enable or disable a label.
Ans: This record insert occurs when an import makes some modifications to a table that is not the actual target table for that import.
Ans: The ServiceNow dashboard is a collection of paralytics, performance trends, and reports presented as a visual indicator summary tab and KPI scoreboards useful for making informed decisions and easy customization.
Ans: The transform map changes the record that is imported into the ServiceNow import set table and is also useful to find out the relation between the fields within the import set table and the target table in ServiceNow.
Ans. List, Bar, Pie, Pivot, and Calendar reports.
Ans. A scorecard is an indicator to measure the employee’s performance or a business process through a graphical representation.
Ans. To limit the number of records in ServiceNow, a set limit(n) function is applied.
Ans. A Schema map is a visual display of tables and their relations that allows admins to view and access the various sections of the database schema.
Ans. The function setForceUpdate() helps to update the records even when there are no modifications on the record.
Ans. Go to - User Administration-> click on “Role”-> then click “New”.
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