ServiceNow Interview Questions and Answers

1. What is ServiceNow?
Answer: 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.

2. What is a business rule?
Answer:
A 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.

3. What is the dictionary overrides?
Answer:
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].

4. What is the scorecard?
Answer:
A scorecard can be used to measure 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. Scorecards can be enhanced by adding targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series.

5. What is a data policy?
Answer:
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. 

6. What Do You Mean By Coalesce?
Answer:
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 a unique key. If a field match is found with the coalesce field, then the existing record will be updated with the imported information in the target table else a new record will be inserted into the target table.

7. How to enable or disable an application?
Answer:
Navigate to the “Application Menus” module under the system definition application. Open the respective application that requires to enable or disable. Set active as true to enable it or set active to false to disable it. (Online Training Institute)

8. What is HTML Sanitizer?
Answer:
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.

9. What Do You Mean By Term “application” In Service Now?
Answer:
Application is a group of modules that provides its related information. For example, a change application provides information related to the change process. It consists of modules like create change tickets, view change tickets, etc.

10. What Is A Record Producer?
Answer:
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 record producer. Record producers provide an alternative way to create records through Service Catalog.

11. What is Performance Analytics in ServiceNow?
Answer:
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.

12. What do you mean by the term “Application” in ServiceNow?
Answer:
Application is a group of modules that provides its related information. For example, a change application provides information related to the change process. It consists of modules like create change tickets, view change tickets, etc.

13. What is the dictionary override?
Answer:
Dictionary Overrides provides the capability to override several properties of a field in an extended table. For example, the changing table is extended from the task table. There is a field named status in the task table and set as read-only. When we use this field in change form it will show be read-only. We can set this to non-read only by using the dictionary override. other properties can be set for the fields in the extended table. 

14. What does the Client Transaction Timings plugin do?
Answer:
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.

15. What is the Schema map?
Answer:
The schema map displays the details of tables and their relationships visually, allowing administrators to view and easily access different parts of the database schema.

16. What do you mean by data lookup and record matching?
Answer:
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 sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow specifying the conditions and fields where they want data lookups to occurs.

17. What is a view?
Answer:
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 requirements.

18. Define record producer?
Answer
: It is a kind of catalog item that lets users develop task-based records from the service catalog. You can develop a problem record or change record with a record producer. It offers an alternative idea to develop records via the service catalog.

19. What is the application and how to disable or enable it?
Answer:
Application is a collection of modules that offers its highly related information. While speaking about change application, it offers the data related to the change process. It includes certain modules such as view change tickets, changes ticket, etc. Search to “Application Menus” module which is under device definition application. After that, open a suitable application that needs to be disabled or enabled. Prefer active as of right to enable an application or prefer active to wrong option to disable the application. 

20. Which method do you use to get all the active/inactive records from a table?
Answer:
You can use add Active Query() method to get all the active records and add Inactive Query() to get the all inactive records.

21. What do you mean by impersonating a user? How it is useful?
Answer:
Impersonating a user means that you can log in to the system as that user and can have felt 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.

22. How has CMDB evolved to handle the new dynamic virtual and cloud environments?
Answer:
CMDBs now have to track additional CI attributes in these dynamic environments. They also have to be prepared to be less “definite” about the physical location of a particular CI. For example, in a virtual/cloud world, applications can be moving from machine to machine continually –- and so this creates some new challenges for a CMDB.

Additionally, ServiceNow has introduced runbook automation capabilities to the CMDB. So those dynamic virtual and cloud environments can be created and provisioned directly from within ServiceNow -– and then information is automatically fed back into the CMDB for ongoing configuration management. 

23. What is ServiceNow Technology?
Answer:
It is a cloud-based IT Service Management tool. ServiceNow gives a solitary plan of record for IT administrations, activities, and business administration via computerizing IT benefit applications and procedures. All parts of IT Services can live in the ServiceNow biological system of modules, and in this manner, it gives us a total perspective of administrations and assets. This takes into account-wide control of how to best designate assets and plan the procedure stream of those administrations. 

24. What does the Client Transaction Timings plugin do?
Answer:
It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server.

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

26. What do you mean by Foreign record insert?
Answer:
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.

27. What is the significance of the cascade variable checkbox in the order guide?
Answer:
Checkbox to select whether the variables used should cascade, which passes their values to the ordered items. If this checkbox is cleared, variable information entered in the order guide is not passed on to ordered items.

28. In which table update sets and customization are stored?
Answer:
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.

29. What are UI policies?
Answer:
I 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.

30. What is domain separation?
Answer:
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 from other businesses. Here we can configure domain separation to isolate the records from both businesses.

31. What Happens If A Default Update Set Is Marked As Complete?
Answer:
If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

32. How To Restrict Users To Upload An Attachment In Servicenow?
Answer:

Following is the stepwise 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 can upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms.

33. What is the CMDB Baseline?
Answer:
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.

34. What are the Parent table for the incident, change, and problem? What does it do?
Answer:
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.

35. What is the full form of CMDB and what is it?
Answer:
CMDB is the abbreviation for Configuration Management Database which is a repository that acts as a data center for IT installation. It holds that data that is relevant to the set of IT assets and vivid relationships between such assets.

36. Which roles are used by Knowledge management?
Answer:
Knowledge management uses these roles knowledge, knowledge_admin, and admin role.

37. What is driving companies to implement CMDB today?
Answer:
They have a desire to understand what they have in their environment and to understand how those things are related to one another. This, in turn, provides them with the ability to understand and manage the high-level services that they provide to the business –- to ensure that changes to the environment are done with due regard to the impact on the business.

38. What is a Role delegator?
Answer:

Role Delegator: Administrators can grant users the right to be role delegators. These delegators can assign roles to users who are in a particular group. The roles that delegators can assign to other users include the roles that the delegator inherits from a group those roles that the Administrator specifies.

39. What is transform Map?
Answer:
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 the target table.

40. What do you mean by Metrics in ServiceNow?
Answer:
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.

41. What is the difference between UI policy and data policy?
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 the database through any means.

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

43. What is a Reference qualifier?
Answer:
Reference qualifiers are used to restrict the data that is selectable for a reference field. 

44. What Happens If A Default Update Set Is Marked As Complete?
Answer:
If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

45. Does Home Pages And Content Pages Are Added To The Update Sets?
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.

46. How To Set The Invalid Queries Into Empty Result Sets?
Answer:
By default queries with the 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.

47. What does the coalesce field do?
Answer:
Coalescing on a field (or set of fields) means the field will be used as a unique key.

48. What is LDAP Integration and explain its use?
Answer:
LDAP stands for Lightweight Directory Access Protocol are used for user data population and user authentication. ServiceNow associated with the LDAP directory to automate the creation of the user and to streamline the user log in the process.

49. What do you understand by impersonating a user? How it is useful?
Answer:
Impersonating a user infers giving access to the administrator about what the user would have access to. ServiceNow records the activities of the administrator when the user copies another user. It is very useful for testing and you can copy that user and can check instead of logging out from your session and logging again with the user credentials.

50. What is the installation exit?
Answer:
Installation exits are customizations that exit from Java to call a script before returning to Java. Navigate to System Definition > Installation Exits. Some installation exit names (Login, Logout, Validate Password, External Authentication) are reserved and cannot be changed. Other installation exits can override these with a custom script that replaces the script in the default installation exit.

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