ServiceNow Interview Questions And Answers- The Best 2018 Latest

1. What is an update set? (ServiceNow Interview Questions And Answers)_text]


Update set is a group of customization.It captures the customization or configuration changes made by a user and then these update sets can be moved from one instance to another. For example if we made some configuration changes in our development environment and want same changes in our test environment then we can capture all the changes in an update set and can move this update set to the test environment instead of doing changes manually in test environment. (ServiceNow Interview Questions And Answers)

2. What happens when a user make some changes the homepage?_text]Answer:

When a user make some changes on the homepage then that pages is saved as his personalized homepage instead of updation on the actual homepage.For example home page name is Incident overview.When a user make some changes on it then this page is saved as My incident overview and is only visible to that user.3. What a setWorkflow(e) function does?_text]Answer:

setWorkflow(e) enables or disables the running of business rules that might normally be triggered by subsequent actions. If the e parameter is set to false, an insert/update will not be audited. Auditing only happens when the parameter is set to true for a GlideRecord operation. Parameters: e – Boolean variable that if true (default) enables business rules, and if false to disables them.

4. What is the difference between CMDB and CMS (Configuration Management System)?_text]Answer:

The CMS term was ITIL v3 trying to catch up with what everyone else had already figured out. ITIL says that “the Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.”

So, a CMDB is not a solitary entity that holds all information about all configuration items, but rather a collection of repositories that “roll up” data into a master system (now called a CMS). Quite frankly, this is how most leading vendors (including ServiceNow) and most practitioners saw the correct implementation of the ITIL v2 CMDB anyway -– and from a ServiceNow perspective, we can fit into either camp. Many customers elect to use ServiceNow as a CMS pulling information from other CMDBs, while others see us as a CMDB data source.

5. What is internal integration User?_text]Answer:

Select this check box to designate this user as an internal integration user.
Enabling WSS[web services security] requires authentication for all SOAP requests including internal integration communications such as the MID Server, ODBC Driver, Remote Update Sets, and high availability cloning. SOAP requests for these internal integration communications cannot implement WSS due to technical implications. If your instance uses these SOAP interfaces, you can allow them to bypass the WSS authentication requirement by marking their user accounts as internal integration users. (Online Training Institute)

6. What is inactivity monitor?_text]Answer:

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.

7. What is client transaction timing?_text]Answer:

Client transaction timing provides more information on the duration of transactions between the client and the server.This require to activate the plugin – “Client transaction timing plugin”.

8. Does Homepages and Content pages are added to the update sets?_text]Answer:

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. (ServiceNow Interview Questions And Answers)

9. What are Gauges?_text]Answer:

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

10. Can I have more than one function listening to the same thing?_text]Answer:

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

11. How to set the invalid queries into empty result sets?_text]Answer:

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. (Testing Tools Training Online)

12. What is an ‘Application’ in ServiceNow?_text]Answer:

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 Incident Management process.

13. What is LDAP Integration and its use?_text]Answer:

LDAP is Light weight Directory Access Protocol. You can use it for user data population and user authentication. ServiceNow integrates with LDAP directory to streamline the user log in process and to automate the creation of user and assigning them roles. (Testing Tools Online Training)

14. Which table stores update sets and customization?_text]Answer:

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.

15. What Is The Use Of Service Now Change Management Application?_text]Answer:

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.

16. What exposure have you had to the ServiceNow Platform?_text]Answer:

Describe in detail your experience working on the ServiceNow Platform. You can list some examples of working with the platform in various positions. (ServiceNow Interview Questions And Answers)

17. Have you had face-to-face experience with clients or stakeholders?_text]Answer:

This is another that falls under the soft skills. A well-rounded employee will be highly-skilled in both the technical side of their job, as well as the customer-facing side. Your boss will want to know you can handle yourself if faced with telling a client or stakeholder about technical information in a manner that they can understand. Be ready for this question during your ServiceNow interview with an example of a time that you have had a successful experience speaking to clients or stakeholders. You can talk about the following points. (ServiceNow Interview Questions – Top 50 You Must Prepare In 2018)

18. What Is An Ui Policy?_text]Answer:

UI policies are alternative to client scripts.It can be used to set a field as mandatory, readonly and visible on a form. You can also use UI policy for dynamically changing a field on a form.

19. What is the difference between next() and _next() method?_text]Answer:

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.

You can also check out our ServiceNow YouTube playlist:

In case if you wish to build a career in ServiceNow then check out our ServiceNow Certification Training.

20. Do you have leadership experience?_text]Answer:

This is a big one – one of the many non-technical ServiceNow interview questions you may be asked. It might be one of the most important questions you will have to answer at your interview. What does it take to be a good leader, and do you have experiences and examples to provide to your employer? We can break this answer down to “soft skills” that you should be able to talk about.

Communication skills: Good communication skills are essential in the spoken and written word. You will need to be capable of discussing projects and assignments with your teammates. This needs to be in a constructive manner to make sure the process runs smoothly.

Problem solving: Employers want to know that you can solve problems that may arise. Natural-born project managers will have this skill, and it is something which cannot be taught or learned over time. Being able to prove this with examples is essential in landing your dream job.

Teaching ability: ServiceNow professionals who can teach their know-how and new technology to other users and employees are absolutely essential. It is of the utmost importance that a ServiceNow professional possesses the ability to share their thoughts with their team and listen to their peers.

Team building: Going hand-in-hand with teaching ability, a good employee should be able to bring a team together. They should be able to give feedback and allow the team an opportunity to try new things, as well as to reward their team when they have done well. Team leaders should also be able to handle a conflict without letting tensions get too hot – conflict resolution skills are a big part of team building.

21. What are your strengths?_text]Answer:

Your interviewer is looking for a direct answer as to what you are good at and how it is going to add value.

This is one of the most common ServiceNow interview questions, or in any interview — there is no excuse for being unprepared for this one. Concentrate on discussing your main strengths; listing three or four explanations of how they could benefit the employer. Strengths to consider include technical proficiency; ability to learn quickly; determination to succeed; positive attitude; your ability to relate to people and achieve a common goal. You may be asked to give examples of these – so have something ready.

22. What Is The Significance Of Cascade Variable Check Box In Order Guide?_text]


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. (ServiceNow Interview Questions And Answers)

23. What is coalesce?_text]Answer:

Coalesce is feature of a field that is used in transform map field mapping and enables you to use the field as a unique key. If a match is using the coalesce field and get detected, 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. (Testing Tools Training Online)

24. What are the key features or functionality a company should look for when purchasing a CMDB?_text]Answer:

First and foremost, remember that the CMDB is a repository — a repository that is used by other ITIL processes. So, it’s vitally important that the CMDB is an integral part of the same system as those processes. You should look for a CMDB that uses the same technology; the same data model; and the same platform as the consuming ITIL processes -– don’t accept disparate tool “integration” stories.

Second, look for a CMDB that will allow itself to be organized from a business process level first -– and then extended down to technology. A CMDB that forces users to build up from a technology perspective is not going to meet the objective of CMDB, and will turn into a complex implementation that will likely fail.

Third, look for a CMDB that can be easily integrated with other data sources outside the Service Management environment. Look for it to have built-in reconciliation and normalization capabilities to ease the burden of these integrations.

Finally, it is imperative the tool efficiently supports the way people expect to work. The commitment of the people using and maintaining the information in a CMDB is critical to its success. Unfortunately, poorly designed tools have have thwarted even the best CMDB intentions. For example, if updating a CI record takes 40 clicks when it should only take six, user frustration will mount and a CMDB initiative will wither and die.

25. What are Elevated Privileges?_text]Answer:

  • An elevated privilege is a role that has the elevated_privilege field set to true. After the plugin is activated, a new security_admin elevated privilege is created and assigned to the default System Administrator user. This role grants modification access to the High Security Settings and allows the user to modify the Access Control List, directly import XML files, and access the Scripts – Background module. A user can get an elevated privilege role in his session only by manually elevating to it. The role is in the user’s session only for the duration of the session. Session timeout or log-out removes the role.
  • A role that is an elevated_privilege does not appear in an assigned user’s session when the user logs in. The user must manually elevate to that role. See the following section for details.
    (Requires admin or security_admin role) Presents the Activate an Elevated Privilege dialog box, which allows the administrator to select an elevated role, which will expire at the end of the session
  • other roles available are :
  • High Security Settings: provide default property values to harden security on your platform by centralizing all critical security settings to one location for management and auditing.
  • Default Deny Property: provides a security manager property controls the default security behavior for table access.
  • Security Administrator Role: provides a role to prevent modification of key security settings and resources. The Security Administrator role is not inherited by the admin role and must be explicitly assigned.
  • Elevated Privilege: allows users with the security admin role to operate in the context of a normal user and elevate to higher security role when needed.
  • Property Access Control: allows security administrators to set the roles required to read and write properties.
  • Transaction and system logs: are read only.
  • Access Control Rules: control what data users can access and how they can access it

26. Why does CMDB have a reputation for deployment and maintenance challenges in the past, and how has CMDB changed to address these issues?_text]Answer:

Most of the past issues stemmed from the fact that people were looking at CMDBs as repositories of technology supported by business services — rather than repositories of business services, supported by technology. I’m not sure that CMDB has changed that much — but PEOPLE have changed. They have come to the realization that approaching this from a technology perspective is all wrong. CMDB needs to be looked at from the perspective of the business –- and of the services that IT provide to it.

27. What is a BSM Map?_text]


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.

28. Can You Call A Business Rule Through A Client Script?_text]Answer:

Yes you can call a business rule through a client script by using glideajax.  (ServiceNow Interview Questions And Answers)

29. What types of searches are available in ServiceNow?_text]Answer:

Following searches will help you find information in ServiceNow:

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.

30. What is ACL?_text]Answer:

An ACL is access control list that defines what data users can access and how they can access it in ServiceNow.

31. How may types of search is available in ServiceNow?_text]Answer:

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.

32. What implementations have you done?_text]Answer:

For this ServiceNow interview question – it might be helpful for you to make a list beforehand. Employers want to see evidence that you have worked with ServiceNow long enough to have a good grasp of the system. They want to know that you can solve problems and be trusted to manage the tools you have.

33. What asetWorkflow(e) function does?_text]Answer:

setWorkflow(e) enables or disables the running of business rules that might normally be triggered by subsequent actions. If the e parameter is set to false, an insert/update will not be audited. Auditing only happens when the parameter is set to true for a GlideRecord operation.

Parameters: e – Boolean variable that if true (default) enables business rules, and if false to disables them.

34. How do I answer questions about my competency?_text]Answer:

Competency based interview questions are slightly different to the style you may be used to. They will tend to focus on past situations and your behavior in those situations. Competency Questions are likely to start with: Please give me an example when” or, “Please describe an occasion” and will relate directly to the essential criteria or competencies required to perform the job.

You can choose to use relevant examples from your current job or any jobs in the past. It is likely that the interviewers will then follow with some probing questions, possibly clarifying a particular area. They will be interested in the outcome of the situation, whether there was anything you learned from the experience, etc. (ServiceNow Interview Questions And Answers)

35. What Is The Processing Order For Record Acl Rules?_text]


Record ACL rules are processed in the following order:

  • Match the object against field ACL rules.
  • Match the object against table ACL rules.
  • User must pass both field and table ACL rules in order to access a record object.

36. What do you mean by indicators in performance analytics in servicenow?_text]Answer:

Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.

37. What is data dictionary?_text]Answer:

Data dictionary defines every table and field in the system. It contains information about a field’s data type,default value, dependency, and other attributes.

38. What is the difference between deleteMultiple() and deleteRecord()?_text]


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

39. How Servicenow Recognizes Inbound Emails?_text]Answer:

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

40. How can you cancel a form submission through client script?_text]Answer:

In the onSubmit function return false. function onSubmit() { return false; }41. 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). (ServiceNow Interview Questions And Answers)

42. How many types of search is available in ServiceNow?_text]Answer:

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 form like interface to search for records in a table. Administrators can create these custom modules.

43. What is a gliderecord?_text]Answer:

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

44. How can you remove Remember me checkbox from login page?_text]Answer:

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

45. What Is the Difference Between Ui Policy And Data Policy?_text]Answer:

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.