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Tables are created using the Application Navigator or Studio, defining fields and relationships. Forms are managed through form layouts, sections, and UI policies. Security policies are enforced via Access Control Lists (ACLs), which restrict user permissions on records and fields based on roles and conditions.
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Roles define what a user can access or perform in ServiceNow. Example: admin, itil, catalog_admin.
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- Global scope is older and allows scripts to access many parts of the platform. - Scoped applications isolate code and configuration for better safety and maintenance. - Scoped apps help avoid conflicts between solutions. - New development is usually recommended in scoped applications.
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The 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.
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Outline the required steps first (user account creation, equipment requests, group access). In ServiceNow, use the Flow Designer to create a flow with a trigger (e.g., a new HR record or service request). Add actions for each step: e.g., Create Record (User table), Create Task for IT (order computer), Add to Group for email, and Send Notification to the new employee. Include conditions (for example, if the hire is remote, assign remote work equipment). This answer shows your ability to design processes using ServiceNow tools.
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Governance structures include instance security reviews, update sets for change management, and role-based access controls. Best practices are enforced through design guides, coding standards, and regular audits to maintain data integrity and platform stability.
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Update Sets are created to capture configuration changes and transport them to other environments. After completing changes, Update Sets are moved and previewed at the target instance. Conflicts are resolved before committing to apply updates safely. Proper naming and version control maintain clarity. They support controlled development and deployment processes.
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The Configuration Management Database (CMDB) stores details about IT assets and their relationships. It is important because it provides a single source of truth for asset management, impact analysis, and change control. A healthy CMDB supports accurate incident, problem, and change processes. In 2025, aligning CMDB with the Common Service Data Model (CSDM) is considered a best practice.
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ServiceNow is a cloud-based platform for IT service management, workflow automation, and business process optimization. It works by storing data in tables and using applications to process and display that data. Users interact through forms, lists, and dashboards, while automation tools handle tasks, notifications, and approvals.
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ServiceNow uses the Zing search engine. This technology powers the platform's full-text search functionality, allowing users to quickly find records across various tables based on keywords.
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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.
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A service request can be deemed as a request by a person to have another person ( or group ) take action to fulfill the request. A change request is a way for a person to declare that there will be a change to the infrastructure. This implies that a service request may result in one or more change requests where the technical staff need to change the infrastructure to satisfy a service request.
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Goto the dictionary of the respective date-time field and set the default value as javascript: gs.now DateTime;
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Absolutely. It's free. It shows interviewers that you are curious.
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Using current.update() in an after Business Rule triggers a recursive update, because the update triggers the same business rule again, potentially causing infinite loops. In a real-life example, this caused the instance to crash due to excessive database writes and recursion, requiring a system restart to fix.
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A Business Rule is a server-side script that runs when records are inserted, updated, deleted, or queried. Business Rules enforce data consistency or trigger actions like automatically setting fields, sending notifications, or preventing specific actions. For example, a Business Rule might set an incident's priority based on the affected service. Business Rules can run Before (before saving), After (after saving), Async (asynchronously after the transaction), or on Display (when a record is displayed). Before rules are used for field validations, while after rules are used for related record updates.
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Fields can be added to a form through the Application Navigator by configuring form layouts, using the Form Designer, adding fields from related tables via reference fields, or creating new fields in the dictionary and then positioning them on the form.
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Options include using a Reference variable with a table lookup, a Choice variable with predefined options, a Dynamic Filter variable for condition-based values, or a scripted variable that populates from a custom table via GlideAjax. You can also use a List Collector for multi-select lookups.
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Key points include the purpose of Script Includes, reusability and encapsulation, client-callable vs server-only, access modifiers, and naming conventions. Interviewers often ask follow-ups about performance and maintainability.
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The try and catch construct is used in JavaScript (including ServiceNow scripts) to handle exceptions. The try block contains code that may throw an error, and the catch block captures the error object (often named 'e' or 'ex') to handle it gracefully, preventing script failures.
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Mention if you have done any kind of integration. If Yes - Which integration you have implemented, mention that.
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You can create or update Access Control Rules (ACLs) for the sys_attachment table. Set conditions to allow only certain roles to add files.
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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].
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A catalog item is a specific service offering within the Service Catalog that users can request. It includes a form for gathering user input, variables, a workflow or flow for fulfillment, and optionally a cost. A complex catalog item I have requested is 'New Employee Onboarding', which involves multiple tasks such as creating a user account, assigning hardware (laptop, monitor), granting software licenses, setting up email, and assigning desk location. The catalog item uses variables for employee details, department, and start date, triggers a workflow that creates tasks for different teams, and integrates with external systems for provisioning.
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- A Script Include is a reusable server‑side script that can be called from other scripts. - It helps avoid duplicating code in multiple Business Rules or other scripts. - It can define classes and functions to group related logic. - It should be written with performance and readability in mind.
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To delete all incidents that are older than 30 days, you can use the following script: var gr = new GlideRecord('incident'); gr.addQuery('sys_created_on', '<', gs.daysAgoStart(30)); gr.query(); while (gr.next()) { gr.deleteRecord(); } This script initializes a GlideRecord object, queries the 'incident' table for records older than 30 days, and deletes them.
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Performance metrics are monitored using system logs, performance analytics, and dashboards. Optimization tactics include indexing database tables, reducing script complexity, and using asynchronous processing. Efficiency improvements involve streamlining workflows and automating manual tasks.
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- OOB features are supported better by ServiceNow and easier to upgrade. - Using OOB as much as possible reduces technical debt. - It makes solutions easier for new developers to understand. - It lowers risk when applying patches and new releases.
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SLA (Service Level Agreement) defines the time within which a task must be completed.
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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
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You configure a Notification record on the Incident table. Set the trigger to 'Record inserted'. Define the conditions (e.g., active=true). Specify recipients (users, groups, dot-walking). Use an email template to format the content with incident details.
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SLA stands for Service Level Agreement in ServiceNow. It defines the expected level of service between a service provider and a customer, including metrics like response time, resolution time, and availability. SLAs are configured in ServiceNow to track and enforce these agreements for incidents, problems, or requests. My role in SLA involves defining SLA definitions, attaching them to appropriate tables, setting up conditions for SLA start/pause/stop, creating SLA breach notifications, and generating reports to monitor SLA compliance and performance.
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It's the mobile app for the workers. IT people can fix tickets, and managers can approve requests.
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Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.
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- Ensures audit‑relevant actions are logged and traceable. - Provides data or explanations when asked by compliance teams. - Implements additional controls required by regulations. - Keeps customisations aligned with compliance guidelines.
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In ServiceNow, a view is a layout or presentation of a form that defines how fields are displayed and arranged for different users or user roles. It allows you to customize the appearance and behavior of forms, making them more tailored to specific needs or contexts. Example: An Incident form may have different views for End Users (with basic fields like description and priority) and Support Agents (with additional fields like assignment group, configuration item, etc.).
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Center of Excellence (COE) in HRSM is a team or group of HR experts who define best practices, standards, and governance for HR service delivery.
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Run script on UI Policy is a feature that allows you to execute a script on the client side when a UI Policy condition is met. It works by defining conditions and then running a script to dynamically show, hide, or modify fields.
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The schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema.
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ServiceNow uses the Sys Audit [sys_audit] table to audit changes to records.
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CMDB (Configuration Management Database) stores information about configuration items and their relationships.
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Universal Request is a ServiceNow feature that allows users to submit requests for any service, not just IT, through a single interface. It uses a catalog item to capture generic request details and route them to the appropriate fulfillment group. Use cases include HR requests (e.g., new hire equipment), facility requests (e.g., office supplies), and any non-IT services that need a standardized request process across the enterprise.
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- JavaScript (server‑side and client‑side) as the main scripting language. - Understanding of HTML, CSS, and basic UI concepts. - Knowledge of REST and SOAP APIs and JSON/XML formats. - Familiarity with database concepts like tables, relationships, and queries. - Understanding of ServiceNow-specific concepts like Glide APIs and ACLs.
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An incident is a kind of interruption that's unplanned. When the internet slow down, or your printer doesn't work, it is an incident. The goal of Incident Management is to get things back to normal as fast as possible.
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I define data, process, and UI isolation needs upfront. Then I configure domain-specific records, roles, and access rules so each domain operates independently without affecting others.
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CMDB stands for Configuration Management Database. CMDB is a repository that can be used as a data warehouse for IT installations. It will hold the data associated with IT assets collections and details about relationships between assets.
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You can change the banner and list caption background color by navigating to System Properties > CSS.
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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 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.
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User impersonation in ServiceNow allows an admin or user with the necessary permissions to temporarily assume the identity of another user to troubleshoot, test, or perform actions on their behalf. This feature is useful for several reasons: Troubleshooting: When users report issues, such as not being able to access certain records or perform specific actions, impersonation allows you to experience the issue as if you were the user. This helps to quickly identify and resolve problems. Testing and Validation: You can impersonate a user to test workflows, permissions, or access controls from their perspective. This ensures that configurations like role-based access and security settings are functioning correctly. Service Desk Efficiency: Support teams can impersonate end users to perform tasks like resetting passwords or resolving service requests without needing the user's password. It speeds up issue resolution without compromising security.
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Use GlideRecord efficiently (avoiding `while` loops for single gets), prefer `addQuery` over `addEncodedQuery` when possible, avoid client-side GlideRecord, use Script Includes for reusable code, comment scripts, and follow naming conventions.
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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 the data from other businesses. Here we can configure domain separation to isolate the records from both businesses. Leave an Inquiry to learn about: ServiceNow Online Training in Bangalore
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ServiceNow is a cloud-based platform that provides IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) solutions. Key features include a Configuration Management Database (CMDB), workflow automation, service catalog, incident management, problem management, change management, and reporting dashboards.
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Use addOrCondition(String name, String oper, Object value) . Example : var gr = new GlideRecord('incident'); var qc = gr.addQuery('category', 'hardware'); qc.addOrCondition('category', 'software'); gr.query();
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Client Scripts use JavaScript for client-side logic and form manipulation, allowing complex interactions. UI Policies provide a non-scripted way to control form field behavior (visibility, mandatory, read-only) based on simple conditions. UI Policies are preferred when they meet the requirement.
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If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.
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Discovery is a ServiceNow application that automatically identifies and maps IT infrastructure components (such as servers, network devices, and applications) in a data center or cloud environment. Its functionality includes probing and scanning IP ranges to discover devices, identifying configuration items (CIs), and updating the CMDB with detailed information about those CIs. Use-cases include maintaining an accurate CMDB, automating IT operations, improving incident and change management by providing real-time visibility into infrastructure dependencies, and ensuring compliance by tracking hardware and software assets.
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Yes! But follow it up with how you would find out.
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In the onSubmit function return false. function onSubmit() { return false;}
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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.
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ServiceNow is a cloud-based IT service management (ITSM) platform that provides digital workflows to manage IT and business processes. It includes modules for incident, problem, change, asset, and knowledge management. ServiceNow helps organizations streamline operations, improve service delivery, and automate tasks.
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First, I would review incident records to identify the root cause. If needed, I would create a Problem record and start problem management activities. Once the cause is fixed, I would update knowledge articles or apply permanent fixes to prevent the same issue from happening again.
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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.
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It's the one-stop shop for employees. Instead of having one portal for IT and one for HR, Employee Center puts them both in the same place.
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GlideRecord in ServiceNow is a powerful JavaScript class used to interact with the database. It allows you to query, insert, update, and delete records from ServiceNow tables. Example: To query the incident table for all active incidents: var gr = new GlideRecord('incident'); gr.addQuery('active', true); gr.query(); while (gr.next()) { gs.info(gr.number); // Output the incident number } In short, GlideRecord is used for CRUD operations (Create, Read, Update, Delete) within ServiceNow, enabling efficient interaction with records in the platform's database.
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LDAP is the Lightweight Directory Access Protocol. It is used for user data population and User authentication. Servicenow integrates with LDAP directory to streamline the user login process and to automate the creation of user and assigning them roles
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- Before - After - Async - Display
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Empathy. You are helping people to complete their work by building the software.
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- Knows what the platform can and cannot do well. - Suggests alternative solutions that fit within supported patterns. - Escalates genuine limitations to architects or Platform Owners. - Avoids risky workarounds that break supportability.
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- Helps implement CI classes, relationships, and discovery mappings. - Builds UI and workflows that use CI information. - Supports data quality efforts by validating CMDB usage in processes. - Works with CMDB and ITOM teams to maintain consistency.
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Workflows in ServiceNow are automated processes that define a series of tasks, approvals, and notifications designed to streamline business processes. They ensure tasks are completed in the correct order. They are visual representations of business logic, automating repetitive processes and improving efficiency. Example: A Change Request Workflow might automatically generate tasks for impact assessment, assign approval tasks to managers, and notify users of updates. This eliminates manual intervention and ensures each step of the process is followed consistently.
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Standard debugging methods include gs.log() or gs.info() in server scripts, which write messages to the system logs, and console.log() in client scripts, which can be viewed in the browser console. You can also use the Scripts – Background module to run and test server-side code directly. For more advanced server-side debugging, developers can use the ServiceNow extension for Visual Studio Code to connect to instances and debug scripts locally. Browser developer tools and breakpoints help debug client scripts.
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Client Scripts use JavaScript and are more powerful, while UI Policies are easier to configure and preferred when possible.
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ServiceNow offers various extension points to customize and extend its capabilities. Some notable methods include: One way to extend ServiceNow is through the creation of custom applications. Let's say a company wants to automate its employee onboarding process. By developing a custom application on the ServiceNow platform, they can create tailored workflows, forms, and business rules specific to their onboarding requirements. This custom app seamlessly integrates with the existing ServiceNow modules, offering a unified experience to users.
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- Avoid heavy queries and unnecessary loops in scripts. - Use indexed fields and limit the number of records fetched when possible. - Reduce duplicate or overlapping Business Rules and Client Scripts. - Use system logs and performance tools to find slow scripts or queries.
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ServiceNow utilizes various types of tables to organize and manage data effectively. Some common types of tables include: - Core Tables: These tables store essential information, such as users (sys_user), groups (sys_user_group), and incidents (incidents). They form the foundation of ServiceNow's data model. - Configuration Tables: Configuration tables store information about different configuration items (CIs) in the CMDB. Examples include computers (cmdb_ci_computer), servers (cmdb_ci_server), and software (cmdb_ci_software). - Custom Tables: Organizations can create custom tables to store additional data specific to their business processes. For example, a company might create a custom table to track hardware assets. - Extension Tables: Extension tables extend the functionality of existing core tables without modifying the base structure. They allow organizations to add custom fields or business rules to meet their unique requirements.
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ITSM principles follow ITIL frameworks, including incident, problem, change, and service request management. Service design standards ensure consistency in service catalogs and SLAs. Operational strategies focus on continuous improvement, automation, and aligning IT services with business goals.
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GlideAjax is a client-side API used to make asynchronous server-side calls from client scripts without refreshing the page. It allows invoking Script Include functions and returning data to the client, enabling dynamic updates like field validation or data retrieval.
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- Uses clear names for variables, functions, and Script Includes. - Avoids long, complex functions; breaks logic into smaller pieces. - Adds brief, meaningful comments where logic is not obvious. - Follows agreed coding standards and patterns used by the team.
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This is the "Black Box" of ServiceNow.If something is not working well or the script fails, the system logs will record the incident.
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To create a custom application in ServiceNow, I start by navigating to the "System Applications" module and selecting "Studio." Once inside Studio, I click on "Create Application," which opens up a guided setup process. Here, I provide essential information such as the application name, description, and scope. After defining the application's basic details, I proceed to design its components, including tables, forms, and business rules. For instance, I can create new tables or extend existing ones based on the project requirements. When designing forms, I ensure that they are user-friendly and include all necessary fields for data input. Additionally, I develop business rules to automate processes and enforce data consistency within the application. Throughout the development process, I collaborate with stakeholders to gather feedback and make any necessary adjustments. Finally, after thorough testing and validation, I deploy the custom application to the production environment, ensuring seamless integration with other ServiceNow modules and functionalities.
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An inbound email action is a configuration that processes incoming emails, allowing ServiceNow to automatically create or update records (e.g., incidents, tasks) based on email content.
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Zing is the text indexing and search engine that performs all text searches in ServiceNow.
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OnDisplay is a business rule that runs when a record is displayed in a form, often used to set field values or visibility conditions. Query Business Rule runs when a record is queried from the database, typically used to filter or modify query results based on conditions.
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Discovery types include Horizontal Discovery, which finds devices and applications across the network, and Vertical Discovery, which focuses on detailed application-specific information. There is also Cloud Discovery for virtual resources in cloud environments.
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A dictionary override is a customization that allows you to change the dictionary attributes (like label, type, or default value) of a field on a specific extended table without affecting the parent table.
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An ACL is an access control list that defines what data a user can access and how they can access it in service now.
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The CAB is a group of stakeholders, including IT managers, technical leads, and sometimes business representatives, that reviews and approves Normal Changes. They ensure changes are necessary, planned, and low-risk. During an interview, discuss who typically sits on a CAB or how to configure CAB tasks in ServiceNow. Emphasize that the CAB's role is to minimize risk from changes by carefully reviewing them.
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In ServiceNow, only users with the admin role or users with specific roles like security_admin have the authority to create or modify Access Control Lists (ACLs). These users can configure who has permission to access or modify specific records, fields, or tables in ServiceNow based on roles and conditions. Typically, ACLs are managed by security or system administrators to ensure proper access control and data security.
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You can use an 'Execute' type Access Control Rule on the table/fields with a script checking `gs.hasRole('requiredrolename')`. Alternatively, check `gs.hasRole()` within a 'before' update Business Rule.
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- When building new automation on current ServiceNow versions. - When you want low‑code, reusable actions with better support in the product roadmap. - When integration with IntegrationHub spokes is needed. - Legacy Workflow is mainly for older implementations that have not yet been migrated.
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ACLs can help safeguard ServiceNow. They decide exactly who can read, write, or delete a specific piece of data.
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As a ServiceNow developer, I have extensive experience with Service Portal development and customization. In one of my previous projects, I was responsible for creating a user-friendly self-service portal that streamlined the IT service request process for employees across different departments. I began by gathering requirements from stakeholders to understand their needs and expectations. Then, I designed the portal layout using AngularJS and Bootstrap, ensuring it was responsive and visually appealing. To customize the portal further, I developed custom widgets tailored to specific business processes, such as submitting requests, tracking progress, and accessing knowledge articles. Throughout the project, I collaborated closely with the IT support team to ensure seamless integration between the Service Portal and other ServiceNow modules like Incident Management and Knowledge Management. This resulted in an efficient, easy-to-use portal that improved employee satisfaction and reduced the workload on the IT helpdesk.
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Data Policy in ServiceNow enforces data validation rules at the database level, such as mandatory fields, field constraints, or default values. It works across all forms and interfaces, ensuring data integrity regardless of how records are created or updated.
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A change request is an official proposal to modify the IT environment, which usually requires risk assessment and approval. For example, deploying new server software. A Service Request is a request for a standard service that is often pre-approved, such as ordering a new laptop or resetting a password. Service Requests are fulfilled via the Service Catalog, which includes predefined workflows. Change Requests undergo the Change Management process with greater scrutiny.
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- Learns basics of the new module's data model and processes. - Configures or customises according to project needs. - Works with functional experts in that module area. - Supports integrations and portal or workspace configurations.
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- ACLs (Access Control Rules) define who can see or change data in tables and fields. - They enforce security based on roles, conditions, and scripts. - Developers configure ACLs to make sure only authorised users access sensitive data. - Poorly designed ACLs can lead to security problems or user frustration.
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When an import does a modification to a table that is not the target table for that particular import, then a foreign record insert happens. This occurs when you try to update a reference field on a table.
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Problem Management identifies and resolves the root cause of incidents to prevent recurrence.
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Not at all. You need to be good at "If/Then" logic.
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As a ServiceNow developer, I have had the opportunity to work on several integration projects with various systems. One notable project involved integrating ServiceNow with an external HR system using REST APIs. The goal was to synchronize employee data between both platforms and automate the onboarding process for new hires. To achieve this, I first analyzed the requirements and mapped out the necessary data fields in both systems. Then, I developed custom scripts within ServiceNow to call the HR system's API endpoints, ensuring proper authentication and handling of response data. Additionally, I set up scheduled jobs to run these integrations periodically, keeping the information up-to-date across both platforms. This integration not only streamlined the onboarding process but also reduced manual data entry errors and improved overall efficiency for the HR team. It demonstrates my ability to understand complex business processes and develop effective solutions that support organizational goals while leveraging ServiceNow's capabilities.
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Roles are like VIP Passes. So a "User" role might only let you see the Service Catalog. An "Admin" role will let you make the change how the whole system looks.
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In order to cancel a form submission the onSubmit function should return false. Refer the below mentioned syntax: function onSubmit() { return false; }
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Interfaces include the standard Service Portal, agent workspace, and mobile apps. Customizations are achieved through widgets, themes, and UI policies to enhance usability. Client-side scripting and responsive design ensure accessibility across devices.
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Applications are collections of modules and tables designed to perform specific business functions, such as Incident Management or Change Management.
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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.
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It's a visual diagram that shows how different tables in ServiceNow are linked together.
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An SLA is a timer. If a "High Priority" ticket isn't solved in 4 hours, then the SLA "breaches" and turns red. Also, this can help the admins to make sure that the team is meeting its goals.
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A Scoped App is a self-contained application namespace in ServiceNow that isolates custom tables, scripts, and UI from other apps. It prevents naming conflicts and protects code. For example, if your team builds a custom HR app, you create it in its scope so its tables and scripts don't interfere with others. Scoped apps facilitate modular development, packaging, and upgrades. Interview questions may cover how to publish a scoped app or the benefits of scoped vs global scope.
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Methods: 1) Manual creation via UI - slow and error-prone. 2) Use Import Set to load catalog items from CSV - requires mapping and may miss complex configurations. 3) Use a script with GlideRecord to create items - fast but needs careful coding for all fields. 4) Use ServiceNow's Catalog Builder - good for batch but limited to standard fields. Limitations include handling of complex variables, UI policies, and ACLs.
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The process of implementing custom workflows in ServiceNow involves the following steps:
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A Business Rule is server-side logic that runs when records are inserted, updated, or deleted. Example: A Business Rule can auto-assign incidents to a specific group based on category or urgency.
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It is a single platform design, and most of the companies use it for 50 different apps that don't interact with each other. ServiceNow handles all of the things, such as IT, HR, Security, and Customer Service, on a single platform. It means everyone can see the same information on same time.
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ACL stands for Access Control List. The purpose of ACLs is to control user access to records, fields, and tables by defining rules that specify who can read, write, create, or delete data.
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Client Scripts run on the client side (browser) and are mainly used for form validations and UI interactions.
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As a ServiceNow developer, I have extensive experience implementing ITSM processes in various projects. One notable project involved designing and configuring an incident management module for a large organization. My responsibilities included customizing the incident form to capture relevant information, creating workflows to automate assignment rules, and integrating with third-party tools for monitoring and alert generation. Another significant project focused on change management, where I collaborated with process owners to define approval workflows, risk assessment criteria, and automated notifications. This implementation streamlined the change request process, reducing manual efforts and improving overall efficiency. These experiences allowed me to develop a deep understanding of ITSM best practices and how they can be effectively implemented within ServiceNow to support business goals and enhance service delivery.
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Async Business Rules are queued and executed by the system scheduler asynchronously. You cannot prioritize them directly; they are processed in FIFO order from the queue. However, you can influence execution by adjusting the scheduler's thread pool or using system properties, but not on a per-rule basis.
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To troubleshoot performance issues in ServiceNow, consider these strategies: - Use dashboards to monitor KPIs and identify bottlenecks. - Check logs for errors or issues affecting performance. - Ensure GlideRecord queries are efficient to avoid slow performance. - Review scripts for inefficiencies and optimize server-side logic. - Optimize workflows to avoid excessive tasks or approvals. - Use system diagnostics to check CPU, memory, and disk usage. - Ensure traffic is evenly distributed across servers. - Confirm stable network connections, especially for external integrations. - Ensure the instance is up to date with the latest patches. - Review and remove inefficient customizations. - Increase system resources or optimize performance settings for high traffic. These strategies help identify and resolve performance issues efficiently in ServiceNow.
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SLAs are defined through SLA definitions and applied to records like incidents. Incident response involves categorization, assignment, and escalation based on priority. Metrics are tracked using performance analytics, dashboards, and reports to monitor response times and resolution efficiency.
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A record producer is a type of catalog item that allows users to create records in ServiceNow tables (such as incidents, requests, or changes) through the Service Catalog. It provides a user-friendly interface to gather necessary information and create records without requiring users to manually navigate the ServiceNow interface. Example: If an employee wants to request a new laptop, they can use a Record Producer in the Service Catalog. The record producer collects necessary details, such as the model preference or justification, and creates a new Request record in the Request Table.
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ACL (Access Control List) controls access to records and fields based on roles and conditions.
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Change Management is a process for managing IT infrastructure changes with controlled workflows, including planning, approval, and implementation. Incident Management focuses on restoring normal service operations after an interruption, using ticketing and escalation procedures to resolve issues promptly.
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ServiceNow is a cloud-based platform designed for IT service management, enabling organizations to automate business processes and provide a single system of record. It offers modular functionalities that can be customized and integrated with other enterprise systems to meet specific business needs.
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The ecc_queue (External Communication Channel) table in ServiceNow has input and output queues for integration. The input queue holds incoming messages from external systems (e.g., via web services), and the output queue holds outgoing messages to be sent. These queues are processed by the system to manage asynchronous communication with external systems.
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To retrieve and log the details of all users in the 'sys_user' table, you can use the following script: var gr = new GlideRecord('sys_user'); gr.query(); while (gr.next()) { gs.info('User: ' + gr.user_name + ', Email: ' + gr.email); } This script initializes a GlideRecord object, queries the 'sys_user' table, and logs the user details.
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Go to System Applications > All Available Applications and locate the application module. Use the Install, Activate, Deactivate, or Disable options depending on status. Some applications require plugin activation or licensing approval. Test in sub-production before disabling critical modules. Proper version control ensures safe environments.
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- SLAs (Service Level Agreements) define the expected response and resolution times for incidents or requests based on priority. - OLAs (Operational Level Agreements) are internal agreements between teams to meet SLA targets. - UCs (Underpinning Contracts) are external vendor agreements that support SLAs. In ServiceNow, these are managed via the SLA engine, which tracks timing, triggers escalations, and ensures accountability for service delivery.
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- Tests critical customisations against new platform versions. - Fixes issues caused by changed APIs or behaviours. - Helps evaluate new features that could replace custom logic. - Supports planning and execution of upgrade changes.
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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 are able to upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms. Click Save.
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An Incident is an unplanned interruption or reduction in the quality of an IT service, or a failure of a Configuration Item that has not yet impacted the service.
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Possible reasons: The member's email address is invalid or not set in their user profile; the user's 'Notification' preference is disabled; the user is not a member of the group or has a different role; the email is blocked by spam filters; or the user's mailbox is full. Troubleshooting steps: 1. Check the user's sys_user record for a valid email and 'Notification' flag. 2. Verify the user's membership in the group (sys_user_grmember). 3. Check the email logs (sys_email) for delivery status. 4. Review the notification's 'Who will receive' conditions to ensure the user qualifies. 5. Test by sending a manual email to the user from the instance.
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To improve the quality of registered incidents, you can enforce mandatory fields, use templates, provide user training, and implement validation rules via business rules or UI policies.
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Navigate to System Policy > Email > Inbound Actions and Click New.
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- Reduce Business Rules - Optimize Client Scripts - Avoid unnecessary GlideRecord queries
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Certainly. Creating a workflow in ServiceNow involves several steps, starting with defining the purpose and scope of the workflow. Once that's clear, I begin by navigating to the Workflow Editor within the platform. The first step is to create a new workflow by clicking on "New" and providing a name and description for it. Then, I start building the workflow using various activities such as approvals, notifications, tasks, or conditions from the palette provided in the editor. These activities are dragged and dropped onto the canvas, where they can be connected using transition lines to define the flow of the process. As I build the workflow, I ensure each activity has the necessary properties configured, such as assigning approvers, setting up email templates, or defining conditions for branching logic. After completing the design, I save and publish the workflow, making it available for use within the system. Finally, I test the workflow thoroughly to ensure it functions as intended and meets the business requirements before deploying it in a production environment.
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A Record Producer in ServiceNow is a catalog item that creates records in specified tables (like Incident or Change) when submitted. It is configured with a form, variables, and mapping logic to populate fields based on user input, automating record creation from the service portal.
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The execution order is: Before Business Rules run first (in order of their priority), then After Business Rules (in order of priority), then Async Business Rules are queued for later execution. For each type, rules are sorted by their order field (100 default) and then by their sys_id.
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In ServiceNow, the incident, problem, and change management processes are as follows:
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Metrics measure record performance over time such as duration spent in each state, SLA tracking, and service efficiency. They capture historical trends and performance areas requiring improvement. Metrics power dashboards and analytics for continual service enhancement. They enable service performance benchmarking and optimization. Metrics play a critical role in IT performance reporting.
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To update the 'short_description' field of an incident record with a specific sys_id, you can use the following script: var gr = new GlideRecord('incident'); gr.get('sys_id_value'); gr.short_description = 'Updated description'; gr.update(); This script initializes a GlideRecord object, retrieves the incident record by its sys_id, updates the 'short_description' field, and saves the changes.
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The process goes through the Service Catalog as a Service Request. The user finds a catalogue item, for example, “Request New Hardware”. It fills out the form, and submitting it creates a Requested Item (RITM) and related tasks, such as approvals and fulfilment. A workflow may assign functions to IT procurement and update the asset or CMDB records.
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Scoped Applications in ServiceNow are isolated environments designed for custom applications, ensuring they remain separate from global applications. This separation enhances security and control over application resources and permissions.
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- Ensures ACLs and roles are applied correctly. - Avoids exposing sensitive data in client scripts or widgets. - Follows secure coding practices for inputs and integrations. - Supports security testing and fixes findings related to their work.
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I start by identifying entities, their relationships, and required attributes. I use the Table Builder or ERD tools to map them, making sure they align with platform best practices.
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You can escalate an HR case by changing the priority, assigning it to a higher-level agent or manager, or using an escalation workflow or flow.
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To check if a field value has changed in a record in ServiceNow, you can use the GlideRecord object with the previous method or compare the field's current value with its previous value. - Using the previous() Method: The previous() method allows you to access the previous value of a field before it was updated. You can compare it with the current value to determine if it has changed. - Example: var gr = new GlideRecord('incident'); if (gr.get('sys_id', 'your_sys_id')) { var currentPriority = gr.priority; var previousPriority = gr.priority.getPreviousValue(); if (currentPriority != previousPriority) { // The priority field has changed gs.info('Priority has changed!'); } } In this example, we compare the current value of the priority field with the previous value to check if it has changed. - Using changed() Method in Business Rules: In a Business Rule, you can use the changed() method to check if a specific field value has changed. The changed() method returns true if the field value has been updated. Example: if (current.priority.changes()) { // The priority field has changed gs.info('Priority field has changed!'); } You can use previous() for comparing current and previous field values or changes() in business rules to check if a field has been modified.
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ServiceNow uses Role-Based Access Control (RBAC). You assign roles to users or groups and configure Access Control rules (ACLs) on tables and fields. ACLs check user roles and conditions to determine if a user can read, write, or create a record. Administrators often get asked about creating custom roles, assigning them to users, and writing ACL rules. Ensuring users have only the roles necessary for their responsibilities maintains security.
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These are the buttons, links, and right-click options you see. "Submit," "Update," and "Resolve" are all UI Actions.
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The Task table can help in almost all work-related tables in ServiceNow. Because Incident, Problem, and Change all extend from Task, they all share common features like Assigned To, Due Date, and State.
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Workflows can be attached to Service Requests (SR) by configuring the Service Catalog item's workflow field, using the 'Workflow' property on the record producer, or via business rules that trigger workflow start actions based on conditions like record creation.
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A UI Action is a button, link, or menu item on a form or list that executes code when clicked. For example, the “Save” or “Update” buttons are built-in UI Actions. You can create custom UI Actions to run scripts on both the client and server-side — like a button to “Assign to Me” or a context menu option to generate a report.
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UI Policies are declarative, while Client Scripts are imperative. Consider performance implications and maintainability trade-offs. Discuss when Client Scripts are unavoidable. Interviewers appreciate answers that emphasize using UI Policies first where possible.
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A Script Include is a reusable server-side JavaScript that can be called from Business Rules, Client Scripts, or other scripts.
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Access Control Rules (ACLs) in ServiceNow define permissions and control access to records and fields in the platform. They ensure that only authorized users or groups can view, create, update, or delete specific records. Example: An ACL might be configured to allow only users with the admin role to delete records in the incident table, while allowing all users to read incidents.
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Client scripts are created in ServiceNow to run on the client side (browser) and are used for tasks such as field validation, UI manipulation, and enhancing user interaction. Best practices include keeping scripts efficient, avoiding heavy logic, using scoped applications, and converting global scripts to client-side where appropriate.
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To handle a complex approval process in ServiceNow, you can use the Workflow Editor to create a custom approval workflow. Design the workflow to include multiple approval activities, conditional branching, and parallel processing as needed to meet your specific requirements. Configure each approval activity with the appropriate approver or approver group and set up notifications and escalations as needed.
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The two ways to open a new HR case are through the Service Portal (by a user submitting a request) and directly in the backend by an HR agent or via inbound email.
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ServiceNow APIs and web services are a set of protocols and interfaces that enable integration with external systems and applications. These include:
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- Reproduces the issue and identifies the root cause. - Checks logs, scripts, and configurations affecting the behaviour. - Fixes the issue in a controlled way, avoiding side effects. - Tests thoroughly and documents the fix in change records or notes.
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An inactivity monitor tracks inactivity on records and triggers notifications or automated actions. It helps follow up on pending tasks, approvals, or aging incidents. Monitors prevent delays and support SLA compliance. They improve workflow management through automated reminders. It enhances operational efficiency and accountability.
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To integrate ServiceNow with external systems, you can use one of the following methods:
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To count the number of incidents in a specific state, you can use the following script: var gr = new GlideRecord('incident'); gr.addQuery('state', 'specific_state'); gr.query(); var count = gr.getRowCount(); gs.info('Number of incidents in specific state: ' + count); This script initializes a GlideRecord object, queries the 'incident' table for records in the specified state, and counts the number of records.
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Even for remote roles, dress "business casual." It shows you take the opportunity seriously.
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The table related to workflows starts with 'wf_' (e.g., 'wf_workflow', 'wf_activity').
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Kindly refer below link https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0789014#:~:text=If%20the%20pr....
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To set a timer activity in a workflow to run only on weekdays, you can configure the timer to use a schedule that defines weekdays. For example, create a schedule in 'cmn_schedule' that includes only Monday through Friday (excluding holidays), and then in the timer activity properties, set the 'Schedule' field to this schedule. The timer will then only trigger on weekdays as defined by the schedule. Note that this applies to legacy workflows; for modern implementations, use Flow Designer with a timer that respects a schedule.
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The 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.
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Goto SystemDiagnostic -> Stats. The statistic page will be open where you can get the details of the node and the instance on which you are working on
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To disable a change type like 'Standard', you can modify the change type field options by navigating to Change Management > Change Types, or directly edit the 'change_type' choice list on the change_request table. You can either remove the option or set it as inactive in the system dictionary (sys_choice table). Alternatively, use a business rule or UI policy to prevent users from selecting it. Note that disabling a change type may affect existing processes, so test thoroughly.
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A Dictionary Override in ServiceNow allows you to modify field properties (like type, label, or default value) for a specific table without affecting the same field in other tables. It is useful when customizing inherited fields from extended tables. For example, in ServiceNow, the Priority field in the Task table may default to 4 - Low, but in the Incident table, you may want it to default to 3 - Moderate. Using a Dictionary Override, you can customize the default value of the Priority field for the Incident table without changing it for the Task table.
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- Incident Management focuses on resolving disruptions quickly to restore regular service, such as fixing a broken server. - Problem Management identifies the root cause of incidents and seeks permanent fixes. A problem is the underlying issue, for example, a recurring incident. - Change Management controls the lifecycle of changes in the IT environment, ensuring modifications are reviewed and approved. For example, a recurring incident could lead to a problem ticket and eventually to an approved change that fixes the root cause.
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A Service Request is a formal request from a user for something to be provided, such as access or information, while an Incident is an unplanned interruption or reduction in quality of an IT service.
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You go to their User record and check the "Locked Out" box. This keeps their history in the system but prevents them from accessing it.
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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 organisation.
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It's the "Home Base" for anyone learning the platform. It's where you get your free instance, take free classes, and find API documentation.
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- Update sets capture configuration and development changes for moving between instances. - Developers use them to move changes from development to test and production. - Proper naming and scoping of update sets help avoid confusion. - Mis‑managed update sets can cause missing or conflicting changes.
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When importing data, "Coalesce" is how the system knows if a record is new or old.
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Update Sets are used to group configuration changes and customizations, enabling them to be moved between ServiceNow instances (e.g., Dev to Test to Prod). They track changes to forms, fields, scripts, and other configurations.
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There are two types of UI actions: 'List' actions (appear on list views) and 'Form' actions (appear on form views).
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A transform map transforms the record imported into the 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
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The gs.addInfoMessage() method displays informational messages to the user at the top of a form or list. It is commonly used to provide instructions, success confirmations, alerts, or warnings. It improves user communication and enhances overall UI experience. This method does not block actions but guides users effectively during operations. It is especially helpful after record updates or approval actions.
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Change Management involves planning, approving, and implementing changes. You configure change types: - Standard – pre-approved. - Normal – requires CAB approval. - Emergency – expedited process. Workflows manage approvals, risk assessments, and implementation tasks. CAB meetings can be scheduled using the CAB Workbench.
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Incident Management restores normal service operations as quickly as possible after a disruption.
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A unique 32-character GUID that identifies each record created in each table in ServiceNow
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A UI policy in ServiceNow is primarily used to dynamically control the visibility, read-only status, and mandatory nature of fields on a form. It allows developers to create rules that govern how certain fields behave based on specific conditions or user interactions. This enhances the user experience by streamlining forms and ensuring users only see relevant information. On the other hand, a data policy focuses on enforcing data consistency and integrity at the database level. Data policies define validation rules for field values before they are saved to the database, regardless of whether the changes come from a form, import, or API call. While both UI and data policies contribute to maintaining data quality, their primary difference lies in the layer they operate on: UI policies work on the front-end (form) while data policies work on the back-end (database).
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The best feature of Service Portal is its widget-based architecture, because it allows for modular, reusable components that can be easily customized and deployed, improving development efficiency and user experience.
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GlideRecordSecure is a secured version of GlideRecord that automatically enforces ACL (Access Control List) security checks. It prevents unauthorized users from querying or modifying restricted records. It is widely used in scenarios where data access restrictions must be maintained in backend processes. Developers use it to ensure compliance with system security policies. It secures sensitive data in enterprise environments.
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Topics include avoiding unnecessary Business Rules, using async processing, query optimization, index usage, Script Includes over duplicated logic, and avoiding client-server round trips. Use practical explanations, not theory.
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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. example: var gr = new GlideRecord('incident'); gr.query(); if(gr.next()){ gr.autoSysFields(false); short_description = "Test from Examsmyntra" ; gr.update(); }
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Improve productivity by making it easy for employees to get the help and guidance they need, all in one place
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The 'Type' field differentiates catalog items, order guides, and record producers. Catalog items have a type of 'item', order guides have a type of 'order guide', and record producers have a type of 'record producer'.
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It's an email or a push alert sent by the system. Admins configure these to make sure people know when a ticket is assigned to them.
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Navigate to User Administration > Role and click New.
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Upgrade availability is notified through the ServiceNow portal, system alerts in the instance, or by checking the Release Notes section. Administrators can also subscribe to email notifications or monitor the ServiceNow community for upgrade announcements.
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A Client Script runs in the user's browser on a form. An onLoad Client Script triggers when the form loads, for example, to hide fields or set default values. An onChange script runs when a specific field changes, for example, updating another field when one is modified. You could use an onLoad script to auto-populate the Caller field on an incident and an onChange script to recalculate the total cost when the user changes the Quantity field.
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Yes, homepages and content pages can be included in update sets in ServiceNow, but homepages must be manually added to the update set. When you create or modify a homepage or content page, the changes can be captured in an update set. However, you need to explicitly select the homepage to include it. This allows you to move these configurations between different instances, such as from development to test or production. Key Points: - Homepages: Customizations to homepages, such as adding widgets or modifying layouts, are included in update sets. - Content Pages: Any changes made to content pages, such as adding new sections or modifying page components, are also included. Make sure that any changes to these pages are committed to an update set before moving them across instances.
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Kindly refer below link https://www.servicenow.com/community/itsm-forum/types-of-business-rules-with-example/m-p/712624#:~:t....
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The HTML Sanitizer is useful in cleaning up HTML markup in HTML fields automatically. Also, it will eliminate unwanted code and protect against security threats like cross-site script attacks. Starting from the Eureka release, the HTML sanitizer is active for all instances.
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Scratchpad is a client-side storage object used to pass data between client scripts and UI policies without making server calls. It helps temporarily store values during form interactions, improving performance by reducing asynchronous requests.
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To create a custom application in ServiceNow, follow these steps:
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To create and manage reports and dashboards in ServiceNow, follow these steps:


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