Common ServiceNow Admin Interview Questions Guide

1

Can we add non-standard email addresses to the user record?

Reference answer

To enter a non-standard email address that does not pass field validation, you must deactivate the validation script first. Navigate to All > System Definition > Validation Scripts. Select the email record. Clear the Active check box and save the change.

2

How can you add an OR condition in a GlideRecord query in ServiceNow?

Reference answer

It is done by using the addOrCondition function as given below - var gr = new GlideRecord('incident'); var qc = gr.addQuery('category', 'hardware'); qc.addOrCondition('category', 'software'); gr.query();

3

What is a Wait for condition activity?

Reference answer

A Wait for condition activity in a workflow pauses the workflow until a specified condition is met.

4

How are tables created in the system definition in ServiceNow?

Reference answer

The additional you seem to be at it, the innovative we be of assistance but be passionate by your personality and brightness with this Multiple-choice Question.

5

How is a dropdown field created with different values?

Reference answer

A dropdown field is created by selecting the field type as “Choice” or “Reference” and then adding values through the dictionary. Values can be added individually or in bulk. Administrators can also set default values or dependencies between fields. Choices can be grouped for better usability and organization. Validation rules ensure correct selection. Dropdown fields enhance structured data entry and user efficiency.

6

What are the types of Transform Maps in ServiceNow?

Reference answer

- Transform Maps in ServiceNow serve two primary purposes: Import and Export. - Import Transform Maps map external data sources to ServiceNow tables, facilitating data integration. - Export Transform Maps define how ServiceNow data is exported to external systems, ensuring consistency and interoperability.

7

What happens when the Default update set is marked Complete?

Reference 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.

8

What is an import set?

Reference answer

An import set is a tool that imports data from various data sources and, then maps that data into ServiceNow tables using transform map. It acts as a staging table for records imported.

9

Explain how you test client and server-side scripts.

Reference answer

For client scripts, I test form behaviors in the UI by triggering field changes and submissions. For server scripts, I use background scripts or controlled test records to check logic and outputs.

10

How will you explain ServiceNow to beginners?

Reference answer

ServiceNow is a web-based tool that can help big companies manage their routine work in one place. You may not need to use paper or mail with ServiceNow because this can turn the tasks into digital steps that move automatically between different teams.

11

How can users customise applications in ServiceNow Admin?

Reference answer

Users can customise existing applications in ServiceNow Admin by modifying objects based on their roles.

12

What does domain separation mean in ServiceNow?

Reference answer

Domain Separation in ServiceNow allows organizations to partition data, processes, and configurations across different domains within a single instance. It ensures data isolation, customizable workflows, and unique security settings for each domain. This is ideal for multi-unit or multi-region organizations, enabling them to operate independently while using the same ServiceNow platform. Example: In a company with multiple regions, you can set up a domain for North America and another for Europe, each with its own service catalog, incident management processes, and reporting, while keeping them separate from each other.

13

How can an administrator change the company logo to an extension logo in ServiceNow?

Reference answer

Administrators can change the logo by going to System Properties, selecting a new theme like “Advantage,” uploading the desired image, and saving changes to reflect it across the platform. This enhances organizational branding within the instance. Logos can be adjusted for both light and dark themes. The change affects forms, dashboards, and header images. Administrators can also schedule updates for seasonal branding or campaigns. Consistent branding improves user recognition and professionalism.

14

What is user preference in ServiceNow?

Reference answer

Individual users can configure many UI features, such as the number of rows per page in a list. These user customizations are stored as records in the User Preference [sys_user_preference] table and are updated each time the user changes the setting. Most things in the UI display according to each user's preferences. Go to User Administration > User Preferences for a list of user preference records. Remember that having more than 10,000 user preferences causes system degradation and UI performance issues.

15

What are the different types of ACLs in ServiceNow?

Reference answer

ACLs (Access Control Lists) in ServiceNow define permissions and access rights for records and fields. There are four types of ACLs: Field, Table, Extended, and Application. Field ACLs control access to specific fields within a table. Table ACLs control access to entire tables, including create, read, update, and delete operations. Extended ACLs grant additional permissions beyond the standard CRUD operations. Application ACLs restrict access to application resources and functionalities based on user roles.

16

What is Glide record?

Reference answer

Glide record is a java class. It is used for performing database operations instead of writing SQL queries.

17

Can you explain the concept of configuration management and its role in service administration?

Reference answer

Configuration management involves managing and tracking changes to IT assets, such as hardware, software, and configurations, throughout their lifecycle. It ensures consistency, control, and traceability of configurations, which is critical for maintaining stability, compliance, and security of IT services.

18

Script to print number of incidents Category and Sub Category wise?

Reference answer

Use GlideAggregate with two groupBy fields. var ga = new GlideAggregate('incident'); ga.addAggregate('COUNT', 'category'); ga.groupBy('category'); ga.groupBy('subcategory'); ga.query(); while (ga.next()) { gs.info(ga.getDisplayValue('category') + ' - ' + ga.getDisplayValue('subcategory') + ': ' + ga.getAggregate('COUNT', 'category')); }

19

What strategies do you use for capacity optimization and resource utilization?

Reference answer

Capacity optimization involves analyzing resource utilization patterns, identifying bottlenecks, and optimizing configurations to maximize performance and efficiency. Strategies may include rightsizing resources, implementing resource pools, and leveraging technologies like virtualization and containerization for efficient resource utilization.

20

What is importance of communication in Major Incident?

Reference answer

Communication in Major Incident is critical for coordinating response efforts, keeping stakeholders informed, and ensuring timely resolution.

21

What Is Run script on UI Policy and how does this work?

Reference answer

Run script on UI Policy is a feature that allows you to execute a script when a UI Policy condition is met. It works by running the script on the client side to dynamically change the form behavior.

22

How can I secure a job in the ServiceNow platform?

Reference answer

Regarding securing a job, I recommend you to practice all the ServiceNow administration related topics on the personal developer instance. Also, tried to get ITIL certified, understand the Incident, Problem and change processes in detail.

23

What is a Configuration Item (CI)?

Reference answer

A CI (Configuration Item) is any component under configuration management that needs to be tracked. In ServiceNow, CIs are recorded in the CMDB. For example, each specific server or application would be a CI. Understanding CIs is important because incidents and changes often reference the affected CI. Proper CI identification helps with impact analysis and decision-making.

24

How do you implement security in ServiceNow?

Reference answer

ServiceNow uses a combination of Roles, ACLs (Access Control Lists), and Groups to implement security. ACLs define which roles have permissions to perform CRUD operations on records or fields.

25

What is the function of the ServiceNow Orchestration module?

Reference answer

ServiceNow Orchestration automates tasks and processes across different systems and applications. It integrates with third-party tools and systems to streamline workflows, automate complex processes, and enforce best practices. Orchestration helps organizations achieve operational efficiency by reducing manual effort, improving accuracy, and enabling faster response times to business needs and IT incidents.

26

What is sys ID in ServiceNow?

Reference answer

Each record in an instance is identified by a unique 32-character GUID (Globally Unique ID), called a Sys ID (sys_id). When created within the application, sys_id values are unique. The same sys_id value is never generated twice, ensuring that every record created in every table in every instance has a unique identifier. A new record has a sys_id of -1, and once inserted, it is assigned a new sys_id. The sys_id is not meant to show as a field on a form or as a column in a list.

27

What is a record producer?

Reference answer

A record producer is a catalog item that creates records in tables other than the Service Catalog table. It provides a simplified form for users to submit data without navigating to the table directly.

28

What is a Reference qualifier?

Reference answer

Reference qualifier is used to restrict the data that is select able for a reference field.

29

How does a Script Action function in ServiceNow?

Reference answer

A Script Action in ServiceNow is used to define and execute server-side JavaScript logic that is triggered by an event. It allows you to automate actions based on certain system events, such as when a record is inserted, updated, or deleted, or when an external system sends an event to ServiceNow. Example: When a Security Incident is resolved, an event might be triggered (e.g., "incident.resolved"). A Script Action can be set up to automatically notify the security team or update related records when this event occurs.

30

How would you manage a scenario where key systems access has been disrupted by an update set?

Reference answer

Interviewers look for your ability to maintain service delivery continuity while restoring services efficiently.

31

What do you mean by Import Set?

Reference answer

The import set enables us to import data from different sources and map the same into SNow tables. It also acts as a staging area for the records that are freshly imported.

32

What is CMDB in ServiceNow?

Reference answer

CMDB is the acronym for Configuration Management Database. It's a repository that's often utilized as a data warehouse in relation to IT installations. CMDB accumulates data around IT asset collections as well as the details of the relationships between these assets.

33

What is the latest version of ServiceNow Admin?

Reference answer

The latest versions of ServiceNow Admin are named after cities like Jakarta, Orlando, Paris, and Cuba, with incremental releases providing updated features and security improvements. Each version adds enhancements in performance, reporting, and workflow automation. They also include bug fixes and compatibility improvements for integrations. Admins benefit from improved UI and more responsive mobile experiences. Regular version updates ensure adherence to compliance and ITIL standards. Organizations can plan upgrades strategically to minimize downtime.

34

What is a Service Catalog and a record producer?

Reference answer

Service Catalog offers requestable items; a record producer creates task or request records from catalog forms for non-technical users to submit structured requests.

35

What are the client-side and server-side scripting options in ServiceNow?

Reference answer

In ServiceNow, client-side scripting options include: Server-side scripting options include:

36

What is a "Filter"?

Reference answer

Since ServiceNow can have millions of records, filters help you find what you need.

37

What is ServiceNow dictionary override?

Reference answer

- Dictionary overrides allow you 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 on Change [change]. - Administrators can override these aspects of a field: - Reference qualifiers - Dictionary attributes - Default values - Calculations - Field dependencies - Default column display values - Mandatory and read-only status

38

What is a Transform Map in ServiceNow, and how is it used?

Reference answer

A Transform Map in ServiceNow is a tool used to map data from an import set to a target table. It defines the relationships between the fields in the source data and the fields in the target table. Transform Maps are used during data import processes to ensure that data is accurately and consistently transferred into the ServiceNow platform. They support various transformation options, such as data cleansing, lookup, and scripting, to handle complex data mapping requirements.

39

Share an instance where you faced a substantial challenge while dealing with ServiceNow data. How did you tackle that?

Reference answer

Here, interviewers assess your problem-solving skills and ability to think critically under pressure. Elaborate on how you analyzed the problem, crafted a solution using relevant ServiceNow features, and documented any lessons learned for future reference.

40

What is the latest version of ServiceNow?

Reference answer

The latest version of ServiceNow is Xanadu, which was released in early 2024. The next version will be the Yokohama and is expected to release in early 2025.

41

How do Service Level Agreements (SLAs) work in ITSM?

Reference answer

SLAs define target service levels for issues, such as response or resolution times. In ServiceNow, an SLA is attached to a task, like an Incident or Request, and automatically tracks time against its goals. The SLA record specifies when the timer starts, pauses, and stops. If the target time is reached without meeting the criteria, the SLA triggers a breach, which can send alerts or escalate. For example, if an SLA requires a response within 2 hours and no technician responds, it breaches and notifies the manager.

42

How is a Virtual Agent set up in ServiceNow?

Reference answer

- To set up a Virtual Agent in ServiceNow, navigate to the "Virtual Agent" application and use the Virtual Agent Designer. - Using the drag-and-drop interface, create topics and define conversation flows. Using scripts and APIs, integrate the Virtual Agent with backend systems. - Test the agent's responses and refine dialogues as needed. Deploy the Virtual Agent across channels like web, mobile, and messaging platforms. Monitor its performance to improve user interactions and satisfaction.

43

What are many to many relationships in ServiceNow?

Reference answer

Many-to-many relationships allow a list to point to a list of entries, rather than to a single field The Many to Many Definitions [sys_m2m] table allows administrators to create custom many-to-many relationships. Some many-to-many relationships are defined by default. Administrators can enter the sys_collection list in the navigation filter to reference the many-to-many relationships available in the base system.

44

What are custom tables in ServiceNow?

Reference answer

- These are the tables created by the admins of the company - It starts with u_tableName - We can delete/modify these tables

45

How is a table created in a database, and how is a field deleted from a table?

Reference answer

They discuss two ways to delete a table and organise the fields in a table. They also discuss the importance of keeping an update set separate from the current one.

46

How is a ServiceNow MID Server configured?

Reference answer

Configure a ServiceNow MID Server using the MID Server Configuration form. Specify connectivity details and credentials for communication with ServiceNow instances. Install the MID Server software on designated servers or virtual machines. Validate connectivity and test MID Server functionality after configuration. MID Servers facilitate secure communication between ServiceNow and on-premise systems. Proper configuration ensures reliable data synchronization and service integration.

47

How do administrators create a new user in ServiceNow?

Reference answer

Administrators create users by navigating to the “Users” section, entering required information such as name, role, and contact details, and assigning appropriate permissions. They can set passwords, define group membership, and allocate roles based on responsibilities. Users can be provisioned with access to specific modules and applications. Automated workflows can handle approvals for new accounts. Administrators can also set security restrictions and data access policies. Regular audits ensure only authorized access is maintained.

48

How are incidents managed in ServiceNow?

Reference answer

Incident Management in ServiceNow starts when users report incidents through various channels. These incidents are logged, categorized based on their nature and impact, and prioritized to determine the order of resolution. They are then assigned to the appropriate support teams or individuals responsible for resolving them. Throughout the process, the module facilitates efficient communication among stakeholders, tracks the status of each incident in real-time, and ensures that incidents are handled promptly to minimize disruptions to business operations.

49

How do you stay updated with the latest technologies and best practices in service administration?

Reference answer

Stay updated by regularly reading industry blogs, attending conferences and webinars, participating in online forums, and pursuing relevant certifications. Additionally, seek opportunities for professional development and collaborate with colleagues to share knowledge and learn from each other's experiences.

50

How is ServiceNow's Agent Workspace configured?

Reference answer

Configuring ServiceNow's Agent Workspace involves setting up personalized dashboards, widgets, and layouts tailored to support service agents' workflows and priorities. Agents can customize their workspace to include relevant tools, task lists, and knowledge articles that streamline incident management, problem resolution, and service requests. Integration with AI-driven automation enhances efficiency by suggesting solutions and automating routine tasks, improving overall service delivery and customer satisfaction.

51

What is the global application in ServiceNow admin, and how is it used?

Reference answer

The global application lists all applications within a ServiceNow instance, giving administrators visibility of deployed modules. It allows management, monitoring, and access control across applications. Admins can track dependencies and assess the impact of changes. It helps coordinate updates between different teams and instances. Global applications also provide insight into system-wide configurations. This ensures structured administration and governance of the platform.

52

Can you explain the concept of service-level agreements (SLAs) and their importance?

Reference answer

SLAs define the agreed-upon levels of service between service providers and customers, including metrics such as uptime, response time, and resolution time. They help set expectations, establish accountability, and ensure that services meet the needs and requirements of customers.

53

When incident should be converted to problem?

Reference answer

An incident should be converted to a problem when it is determined that the incident has a root cause that needs to be investigated to prevent recurrence.

54

How do you create and manage reports and dashboards in ServiceNow?

Reference answer

To create and manage reports and dashboards in ServiceNow, follow these steps:

55

How can the date format of an instance be changed, and where is this change reflected?

Reference answer

Date formats can be modified in the user profile settings, and changes are reflected throughout forms, reports, and dashboards within that instance. Different formats like DD/MM/YYYY or MM/DD/YYYY are supported. Changes also impact notifications and audit logs. Users can set default formats for personal convenience. Administrators can enforce standard formats organization-wide. Consistent date formatting ensures accurate reporting and analysis.

56

What is data archiving in ServiceNow?

Reference answer

Data archiving involves managing table size growth and archiving old data. It moves data that is no longer needed every day from primary tables to a set of archive tables. The longer an instance runs, the more likely it is to accumulate data that is no longer relevant. For example, task records from two years ago are typically less relevant than currently active tasks. Old data may eventually cause performance issues by consuming system resources and slowing down queries and reports

57

How can you integrate external systems with ServiceNow? (important for ServiceNow integration interview questions)

Reference answer

ServiceNow supports various integration methods to connect with external systems: - Web Services: ServiceNow exposes web services (SOAP and REST) that allow seamless communication with external systems. You can use these web services to send or retrieve data, trigger actions, or synchronize information between ServiceNow and other applications. - MID Server: The MID Server acts as a communication proxy between ServiceNow and external systems residing within an organization's network. It enables ServiceNow to connect with systems behind firewalls or in restricted network zones. - Integration Hub: ServiceNow's Integration Hub provides pre-built connectors and workflows to integrate with popular third-party applications. It simplifies the integration process by offering out-of-the-box configurations and reusable components.

58

What applications are offered by ServiceNow Admin besides ICSM?

Reference answer

ServiceNow offers HR, CSM, ITSM, ITOM, and workflow automation applications beyond traditional ICSM modules. These modules enhance operational efficiency. Automation reduces manual tasks and improves data accuracy. Analytics and reporting are embedded across applications. Integration with third-party tools is supported. Users gain centralized control over multiple processes.

59

What is a record producer in ServiceNow?

Reference answer

A record producer is a catalog item that allows end-users to create task-based records from the service catalog, such as incident records. Instead of utilizing the standard task-based form to create records, use record producers to deliver a better end-user experience. A record producer has a similar appearance and feels to a catalog item. Instead of a requested item, the record creator creates a task record, such as an incident. You can create a record producer for tables and database views in the same scope as the record producer. You can also develop a table record producer that allows apps from different areas to make records.

60

What is an "ACL" (Access Control List)?

Reference answer

ACLs can help safeguard ServiceNow. They decide exactly who can read, write, or delete a specific piece of data.

61

What is sys_id in ServiceNow?

Reference answer

Sys_id is the abbreviation for the system identified. It's an exclusive alphanumeric code that's tagged along with every single record in this platform. It gives each record a unique identity, making it easy to identify every record. It gets generated when the record is created and does not change throughout the life cycle of the record. There are many reasons why it's utilized. It helps in efficiently retrieving, operating and manipulating data, among other perks.

62

Define the importance of the cascade variable checkbox within the order guide.

Reference answer

A checkbox is required to determine if the variables being used should cascade by passing their values to the ordered items. If this check box is unchecked, ordered products will not get variable information inserted within the order guide.

63

How do you debug ACLs?

Reference answer

Enable Debug Security Rules in the system diagnostics. Then reproduce the action to see which ACLs are evaluated and why access is granted or denied.

64

What is Performance Analytics?

Reference 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 organisation.

65

What is the use of scratchpad in a workflow?

Reference answer

The scratchpad in a workflow is used to store temporary data that can be passed between activities in the workflow.

66

What is the difference between admin and non-admin users regarding accessibility in ServiceNow?

Reference answer

Admins have full access to all modules, settings, and system configurations. Non-admins access modules and data based on assigned roles. Permissions control read/write/edit capabilities. Admins can perform maintenance, updates, and system-wide configurations. Role segregation ensures security and governance. Clear distinction prevents unauthorized access to critical functions.

67

How did you manage working support team roaster?

Reference answer

I managed the support team roster by scheduling shifts based on team availability, skill sets, and coverage requirements, ensuring 24/7 support.

68

Can a user switch back to the administrator view after modifying their personal view, and how is this accomplished?

Reference answer

Yes, users can reset to the default administrator view through profile settings or by selecting the system reset option to restore original access and layout. This allows access to full modules and system settings. Switching ensures consistency for troubleshooting. Admin view restores all navigation elements and workflows. Users can toggle easily without losing saved data. This flexibility supports role-based testing and review.

69

What is Coalesce in ServiceNow?

Reference answer

In ServiceNow, Coalesce is the field property employed in a transform map to match records from the source to their target. The target record is found faster with the coalesce field, leading to improved data load operation performance.

70

What is the full form of CMDB and what does it store in ServiceNow?

Reference answer

Configuration Management Database is the abbreviation for CMDB. In ServiceNow, it stores all the data of technical services. For information technology installations, it serves as a data warehouse. CMDB stores information about IT assets and descriptive relationships between them.

71

How are tables related to each other in ServiceNow?

Reference answer

Tables can be related to each other in the following ways Extensions: A table can extend another table. One-to-Many: There are 3 types of one-to-many relationship fields Reference Field: allows a user to select a record on a table defined by the reference field. Glide List: allows a user to select multiple records on a table defined by the glide list Document ID Field: allows a user to select a record on any table in the instance. Many-to-Many: Two tables can have a bi-directional relationship so that the related records are visible from both tables in a related list. Database views: Database views enable virtual joining of two tables to report on data that might be stored in more than one table.

72

How does ServiceNow handle data security and access permissions? (New)

Reference answer

ServiceNow ensures data security and enforces access permissions through: - Role-Based Access Control (RBAC): Users are assigned roles that determine their access to records and features. - Access Control Lists (ACLs): Define who can access or modify specific records and fields. - Data Encryption: Encrypts data both in transit (HTTPS) and at rest (AES encryption). - User Authentication: Supports SSO, LDAP, and MFA to secure user access. - Field-Level Security: Controls visibility and edit permissions for specific fields. - Audit Logs: Tracks user activities for transparency and security monitoring. These measures safeguard sensitive data while maintaining proper access control.

73

List all of ServiceNow's products?

Reference answer

ServiceNow provides a variety of tools tailored to a single user's needs. - Business Management Applications. - HR management. - Custom Service Management. - IT Service Automation Application.

74

What do you consider the best feature of Service Portal and why?

Reference answer

The best feature of Service Portal is its flexibility and customization options, allowing developers to create highly tailored user experiences using AngularJS and widgets.

75

What is the importance of changing the binary image?

Reference answer

The importance of changing the binary image is mentioned, but the text does not provide the exact reason.

76

What are the database limitations in Servicenow?

Reference answer

Certain Now Platform subscriptions include custom table entitlements. You can create custom tables for any purpose, up to the entitlement limit in the subscription. The system can only have a maximum of 1000 columns per table. Every table, regardless of the storage engine, has a maximum row size of 65,535 bytes The system can't have more than 10 medium-length or longer String fields to a single table When you create fields, the u_ prefix is automatically added to the column name.

77

What are Gauges in ServiceNow, and how are they used?

Reference answer

Gauges in ServiceNow visually represent performance metrics, like progress or KPI values, on dashboards. Common types include linear and radial gauges. They help users quickly assess data trends, such as incident resolution rates or SLA compliance. They track progress toward goals, such as incident resolution times or SLA compliance. Gauges like progress bars or dials provide a quick, at-a-glance view of performance, making it easier to monitor and assess critical business processes.

78

Which tasks and responsibilities are the responsibility of the ServiceNow Administrator?

Reference answer

- The ServiceNow platform must be managed and configured by a ServiceNow Administrator. - Duties include user and group management, instance maintenance, and implementing workflows. - Administrators also handle system updates, monitor performance, and troubleshoot issues. - They ensure data integrity, security, and compliance with organizational policies. They also customize forms, fields, and reports.

79

How has the scope changed for creating an update set, and what is the importance of this change?

Reference answer

The scope for update sets has shifted from global to local, emphasizing application-specific modifications. This reduces conflicts and makes deployments more modular. Local scope ensures changes are tied to relevant applications rather than affecting unrelated modules. It allows better collaboration between multiple developers. Testing and promotion of updates become more controlled. Overall, it improves governance, accuracy, and maintainability.

80

What is Under Pinning Contract?

Reference answer

An Underpinning Contract is a contract with a third-party supplier that supports the delivery of services as defined in the SLA.

81

Why is upgrading to supported ServiceNow versions like Yokohama critical?

Reference answer

Q10. Why is upgrading to supported ServiceNow versions like Yokohama critical?

82

What is the difference between Incident Management and Problem Management in ServiceNow?

Reference answer

Incident Management is used in restoring service as quickly as possible after an unplanned interruption. Problem Management is used in identifying and eliminating the root cause of recurring incidents. In simple terms: Incidents fix symptoms, while Problems fix the source.

83

How can you obtain the result suite of two tables in a glide script?

Reference answer

The function given below can obtain the result suite of two tables in a glide script - addJoinQuery(joinTable, [primaryField], [joinTableField])

84

What exactly do you mean by Dictionary Override?

Reference answer

An extended table or field is differentiated from its parent table's area via a dictionary override. For a better understanding, consider the following example: For example, we may alter the default value on the incident table without modifying the value on the change or task table field by using a dictionary override for a task table field. The significant advantage of the dictionary overrides this.

85

How can users customise their forms in ServiceNow?

Reference answer

Users can edit and save forms to reflect personal preferences, reorganize fields, and adjust settings, with system suggestions helping to maintain consistency and accuracy. Forms can include mandatory fields, default values, and validation rules. Customizations ensure that data entry aligns with business processes. Forms can be previewed before deployment to avoid errors. Changes are often captured in update sets for version control. Efficient form management improves workflow and reporting accuracy.

86

What are Scoped Applications in ServiceNow?

Reference answer

Scoped applications allow developers to create applications within ServiceNow that operate within their own namespace or "scope." This means that tables, business rules, and other components of the application do not interfere with the global scope or other scoped applications, ensuring a clean and modular design.

87

What are UI policies, and how do they affect form behavior?

Reference answer

UI Policies in ServiceNow are used to control the behavior and appearance of form fields based on specific conditions. They allow you to make fields mandatory, read-only, or hidden dynamically. This improves the user experience and enforces business rules directly on the form. Example: For instance, when a user selects "High" priority in an incident form, a UI Policy can be set to make the "Assignment Group" field mandatory and visible. If the priority is set to "Low", the same field might be hidden or set to read-only. This ensures that users fill out only relevant fields based on the priority, streamlining data entry and ensuring accuracy.

88

What is a table extension in ServiceNow?

Reference answer

- In serviceNow, it is possible to establish parent-child relations between tables. - Enable one or more child tables to share fields and records with a parent table. - A table that extends another table is called a child class, and the table it extends is the parent class. - A table can be both a parent and child class both extending and providing extensions for other tables. - A parent class that is not an extension of another table is called a base class. - Administrators and application developers can only extend tables during table creation - We see many such relations in a base system such as task and incident, task and problem etc

89

What is a BSM Map?

Reference answer

BSM Map is a Business Service Management map. It graphically displays the Configuration Items (CI). These items support a business service and indicates the status of those Configuration Items.

90

What is an HTML sanitizer in ServiceNow?

Reference answer

HTML sanitizer in this cloud-based platform is used to clear the entire HTML markup in all the HTML fields automatically. This also leads to the elimination of unwanted code and high protection against security threats (such as cross-site script attacks). HTML sanitizer is available for all instances after the Eureka release.

91

What is ServiceNow Admin?

Reference answer

ServiceNow Admin is a platform that allows developers to develop custom applications and customise out-of-the-box applications, such as IT service management. It follows the Information Technology Infrastructure Library (ITIL) principles and offers applications like HR, CSM, and incident management.

92

What is HTML sanitizer used for?

Reference answer

The HTML sanitizer removes potentially harmful HTML and script content from user inputs before displaying it. It helps prevent cross-site scripting (XSS) attacks.

93

What is the use of Application Portfolio Management (APM) in ServiceNow?

Reference answer

Application Portfolio Management (APM) in ServiceNow helps organizations manage and optimize their application portfolios. APM provides a framework for assessing the value, cost, and risk of applications, enabling data-driven decisions on application rationalization, investment, and retirement. It includes tools for application inventory, assessment, and reporting, supporting strategic planning and alignment with business objectives. APM enhances visibility into application performance, utilization, and lifecycle, driving efficiency and cost savings.

94

Explain the "STAR" method.

Reference answer

It stands for Situation, Task, Action, Result. Use it to answer behavioral questions like "Tell me about a time you fixed a major bug."

95

How do the settings for a particular user affect the smooth mail, and what is the default date format for all users?

Reference answer

The settings for a particular user overwrite the settings for soft mail, and the default date format for all users is the same.

96

What are SLAs in ServiceNow?

Reference answer

Service Level Agreements track time-based targets on records; configure SLA definitions, conditions, and calendar effects to measure delivery against targets.

97

What is “task” table of ServiceNow?

Reference answer

Task [task] is one of the core tables provided with the base system The Task [task] table provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. The Task table is a base class that provides fields for the core ITSM applications such as Incident, Problem, and Change Management. In addition, any table that extends a task can take advantage of task-specific functionality for driving tasks. Modifications made to the Task table are applied to all child tables.

98

What is "Employee Center"?

Reference answer

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.

99

Name the Parent Table useful for Change, Incident, and Problem in Servicenow.

Reference answer

Task Table is the parent table in SNow for the incident, change, and problem. It ensures that any fields defined on the parent table will automatically apply to the child table.

100

Define Foreign Record Insert.

Reference answer

It happens when an import makes certain modifications to the table which is not the target table for that import. It takes place when you update the tables' reference field.

101

Create a function which will accept user sys_id as parameter and return the hierarchy of that user. Output: User Name >> His Manager Name>> Manager's Manager and so on upto top level.

Reference answer

Write a recursive function to traverse the manager hierarchy. function getUserHierarchy(userSysId) { var hierarchy = []; var user = new GlideRecord('sys_user'); if (user.get(userSysId)) { hierarchy.push(user.getDisplayValue('name')); var managerSysId = user.getValue('manager'); while (managerSysId) { var manager = new GlideRecord('sys_user'); if (manager.get(managerSysId)) { hierarchy.push(manager.getDisplayValue('name')); managerSysId = manager.getValue('manager'); } else { break; } } } return hierarchy.join(' >> '); }

102

Can you guarantee the order of execution for event handlers?

Reference answer

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

103

What is domain separation in ServiceNow?

Reference answer

In ServiceNow, domain separation allows you to divide instances into different domains logically. It enables other ServiceNow systems within a single model, letting the representative handle numerous enterprises. Domain separation is advantageous for those:

104

What are some common tools used for service monitoring?

Reference answer

Common tools for service monitoring include Nagios, Zabbix, Prometheus, Grafana, and Splunk. These tools provide capabilities for monitoring infrastructure, applications, logs, and performance metrics to ensure the reliability and availability of IT services.

105

Can you discuss the role of automation in service administration and its benefits?

Reference answer

Automation involves using scripts, workflows, and orchestration tools to automate repetitive tasks, streamline processes, and improve efficiency. Benefits include reduced manual errors, faster deployment times, improved scalability, and better resource utilization, leading to cost savings and increased productivity.

106

What strategies can be used to troubleshoot performance issues in ServiceNow?

Reference answer

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.

107

What is the difference between UI Policies and Data Policies?

Reference answer

UI Policies dynamically change information on a form and control the customization of form fields. They are client-side scripts used to make fields read-only, mandatory, or invisible. Data Policies, on the other hand, enforce data consistency and are server-side scripts that set mandatory and read-only states for fields and prevent invalid data from being saved into the database.

108

Write a script to delete all incidents that are older than 30 days.

Reference answer

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.

109

Scenario: A user requests a new laptop. What process in ServiceNow handles this?

Reference answer

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.

110

What are the different types of UI Policies in ServiceNow?

Reference answer

UI Policies in ServiceNow are rules that dynamically change the behavior of fields on a form. There are two main types: 'Mandatory' and 'Read-Only' policies, which can be used to set field visibility, mandatory status, and read-only status based on conditions.

111

Scenario: A user reports they cannot see a particular field on a form even though they have the required role. How would you troubleshoot?

Reference answer

First, I will check if the field is actually on the form layout. Next, inspect any Access Control (ACL) rules on that field; a restrictive ACL could hide them. Also, review any UI Policies or Client Scripts that might hide or clear the field based on conditions. Finally, confirm the user's roles match the ACL requirements for that field.

112

How can users customise their forms in ServiceNow?

Reference answer

Users can customise their forms in ServiceNow by choosing to remain on the same form and save them when they want to update their profile. The system also provides suggestions for users to stay on the same form.

113

Explain Inbound and Outbound Integrations in ServiceNow.

Reference answer

Inbound integrations allow external systems to send data to ServiceNow, typically using APIs or email. Outbound integrations enable ServiceNow to send data to external systems, often using REST, SOAP, or other integration protocols.

114

What is sys ID in ServiceNow?

Reference answer

- Each record in an instance is identified by a unique 32-character GUID (Globally Unique ID), called a Sys ID (sys_id). - When created within the application, sys_id values are unique. - The same sys_id value is never generated twice, ensuring that every record created in every table in every instance has a unique identifier. - A new record has a sys_id of -1, and once inserted, it is assigned a new sys_id. - The sys_id is not meant to show as a field on a form or as a column in a list.

115

What is the process for making a custom application in ServiceNow?

Reference answer

To create a custom application in ServiceNow: Use the "Application Studio" module. Start by defining the application scope and basic properties. Create new tables and fields as needed for your application's data model. Develop forms, lists, and UI components for user interaction. Implement business logic using scripts, workflows, and automation. Before putting the application into production, Utilize source control and Update Sets to manage application changes.

116

How does ServiceNow Event Management support IT operations?

Reference answer

ServiceNow Event Management supports IT operations by providing real-time monitoring, managing, and responding to events from various IT systems. It helps IT teams detect, assess, and resolve incidents or issues before they impact services, improving operational efficiency and minimizing downtime. Example: If a server's disk space runs low, Event Management will receive an alert from a monitoring tool. It will correlate it with existing incidents, and automatically notify the responsible team to resolve the issue before it affects service.

117

When a rollback context is created in the servicenow instance?

Reference answer

A rollback context is created when: GlideRecord.delete() or GlideRecord.deleteMultiple() delete records. There is a patch upgrade. You activate a plugin that supports rollback contexts. A script executes using the Scripts-Background module, and rollback was enabled by selecting the Record for Rollback. check box.

118

What do you mean by CMDB baseline?

Reference answer

CMDB stands for a configuration management database, where the CMBD baseline is mainly used to control and understand any changes made to a configuration Item (CI). This CMDB baseline acts as a snapshot of the Configuration item.

119

What is a View in ServiceNow?

Reference 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 requirement.

120

What is domain separation in ServiceNow?

Reference answer

In this cloud-based platform, domain separation works as a beneficial method used to separate data into different logically defined domains. It's also capable of separating administration. For instance, a client with two businesses has only one ServiceNow instance. If they do not want users of Business One to view data of Business Two, they can make use of domain separation.

121

What is a GlideRecord in ServiceNow?

Reference answer

A GlideRecord is a single-table object that contains records. Instead of creating SQL queries, it is used to conduct database operations. The GlideRecord class allows a script to connect with the ServiceNow database. A database query is the starting point for GlideRecord interactions. The general strategy is as follows: Here's is how strategy looks in Pseudocode: // 1. Create an object to store rows from a table var myObj = new GlideRecord('table_name'); // 2. Build query myObj.addQuery('field_name','operator','value'); myObj.addQuery('field_name','operator','value'); // 3. Execute query myObj.query(); // 4. Process returned records while(myObj.next()){ //Logic you want to execute. //Use myObj.field_name to reference record fields }

122

What is performance analytics in ServiceNow?

Reference answer

Performance Analytics in ServiceNow helps measure and visualize key performance indicators (KPIs) and metrics. It provides real-time dashboards, trend analysis, and actionable insights, allowing organizations to monitor performance, identify inefficiencies, and make data-driven decisions for continuous improvement. For example, in Incident Management, Performance Analytics can track KPIs like incident resolution time and first-contact resolution rate. A dashboard can display trends over time, helping teams identify if performance is improving or if bottlenecks exist. They can take proactive actions to optimize service delivery.

123

What is "Discovery"?

Reference answer

It is a tool that can automatically find all of the hardware and software on a company's network and update it to the CMDB.

124

What is the purpose of the update set feature in Service Now admin, and how is it used?

Reference answer

The update set feature allows developers to promote changes from one instance to another, capturing their work and enabling them to move the update set between instances.

125

What is a UI Action in ServiceNow?

Reference answer

A UI Action in ServiceNow is a customizable button, link, or menu item that performs specific tasks. UI Actions can be added to forms, lists, or related lists to enhance user interaction. They can execute server-side or client-side scripts to perform operations like record updates, navigation, or invoking other scripts. UI Actions improve the user experience by providing quick access to frequently used functions. The "UI Actions" module is where they are configured.

126

What are the key features of ServiceNow ITSM?

Reference answer

Key features of ServiceNow ITSM include:

127

What is the process for creating a custom table in ServiceNow?

Reference answer

- To create a custom table in ServiceNow, navigate to Application Navigator > System Definition > Tables. - Click New and define the table's label and name, and extend from an existing table or create a new one. - Customize fields, forms, and related lists as needed for data entry and display. - Use business rules and client scripts to automate actions and validations. - Ensure appropriate security and access controls are set for the new table.

128

Is it okay to say "I don't know"?

Reference answer

Yes! But follow it up with how you would find out.

129

What are SLAs, OLAs, and Underpinning Contracts (UCs) in ServiceNow ITSM, and how are they used?

Reference answer

- 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.

130

What is the delete records module in ServiceNow?

Reference answer

- This module is used to recover deleted records from the servicenow instance. - This module works on records in audited tables. - Cascaded deleted records must be recovered within seven days of the record deletion. - After seven days, only data records and references on tables that audit deletions can be recovered, which is the same functionality as prior releases

131

How will you handle "Merge Conflict" in an Update Set?

Reference answer

If two people change the same thing, the system gets confused. An Admin has to look at both versions and decide which one is the "winner" before moving the changes to Production.

132

What is "Now Assist"?

Reference answer

Now Assist is a trending topic among users, and it is built mainly with AI. It can read a long text and summarize it in short form for a busy technician.

133

What is the email address of an instance? Where it is mentioned?

Reference answer

The email address of an instance is typically in the format 'instance_name@service-now.com'. It is mentioned in the 'System Properties' under 'Email Settings'.

134

How would you write a script to update the short_description given a sys_id?

Reference answer

var gr = new GlideRecord('incident'); if (gr.get('sys_id_value_here')) { gr.short_description = "Updated description"; gr.update(); }

135

Define LDAP Integration.

Reference answer

LDAP refers to Lightweight Directory Access Protocol, a cross-platform authentication protocol useful for storage services. Further, it is also helpful for Admins to automate various admin operations by creating users, allocating roles, and accelerating the user login process.

136

What is Data lookup and record matching feature?

Reference 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. Then, set the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow to specify the conditions and fields where they want data lookup to occur.

137

How do you edit a form layout?

Reference answer

Navigate to the form, right-click the header, and select Configure → Form Layout. You can move fields between the available and selected lists, adjust sections, and then save.

138

Define Gliderecord?

Reference answer

Gliderecord is a java class used for database operations rather than writing SQL queries.

139

How is a Business Rule different from a Client Script?

Reference answer

Business Rules run on the server-side and can perform operations before or after a record is queried, updated, created, or deleted. Client Scripts, however, run on the client-side (browser) and are used for form behavior modifications.

140

What is Zing?

Reference answer

Zing is the text indexing and search engine that performs all text searches in ServiceNow.

141

What is the difference between UI 16 and UI 15, and which should users prefer?

Reference answer

The difference between UI 16 and UI 15 is not specified, but users should prefer UI 16 as they are more comfortable with the new UI.

142

What is ServiceNow IntegrationHub?

Reference answer

ServiceNow IntegrationHub is a feature that simplifies the process of integrating ServiceNow with external systems and services. It provides pre-built integration spokes for popular applications, such as Slack, Microsoft Teams, and Salesforce, allowing for easy configuration and implementation. IntegrationHub also enables you to build custom spokes for systems not covered by the pre-built spokes. By using IntegrationHub, administrators and developers can quickly create, manage, and maintain integrations without requiring extensive knowledge of external APIs.

143

How should I prepare for a ServiceNow Admin interview?

Reference answer

Combine targeted Q&A practice, hands-on lab time, reviewing update sets and ACLs, and rehearsing scenario-based answers using the STAR format.

144

What is "IntegrationHub"?

Reference answer

It is the adapter that allows ServiceNow to collaborate with other software, such as Slack, Microsoft Teams, or Jira. This will let you build the process that begins in ServiceNow and complete in a different app.

145

How do you customize the ServiceNow Service Portal?

Reference answer

Customizing the ServiceNow Service Portal involves configuring widgets, themes, pages, and scripts to meet specific requirements. The Service Portal Designer provides a drag-and-drop interface for creating and arranging portal components. Developers can create custom widgets using HTML, CSS, and AngularJS, and extend portal functionality with client-side and server-side scripts. Themes and branding elements ensure the portal aligns with organizational identity. Testing and iterative development ensure a user-friendly and functional service portal.

146

What is the HTML Sanitizer?

Reference answer

The HTML Sanitizer is used to automatically clean up HTML markup in HTML fields and removes 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.

147

What was the initial user interface available for ServiceNow users?

Reference answer

UI 15

148

What are assignment rules in ServiceNow?

Reference answer

- The instance can automatically assign a task to a user or group based on pre-defined conditions using data lookup and assignment rules. - The Assignment rules module allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs.

149

What is ServiceNow?

Reference answer

ServiceNow is a cloud-based platform that provides IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) solutions. It helps organizations automate and streamline various business processes, such as incident management, problem management, and change management. ServiceNow is built on a single data model and architecture, making it easy to integrate with other systems and applications.

150

What is a glide report?

Reference answer

GlideReport is an API used to create and run reports through scripts. It allows developers to programmatically define report parameters and get results in code.

151

What happens when a user customizes their homepage?

Reference answer

When a user customizes their homepage, ServiceNow creates a personal copy of that page. Changes affect only that user's view and do not impact the global homepage.

152

What are ServiceNow dictionary overrides?

Reference answer

ServiceNow dictionary overrides allow you to define a field on an extended table differently from the parent table field. A dictionary override, for example, can change the default value on the Incident [incident] table for a field on the Task [task] table without impacting the default value on Task [task] or Change [change]. Administrators have control over the following aspects of a field:

153

What is an ACL?

Reference answer

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

154

What are Scoped Applications, and how do they impact development?

Reference answer

Scoped Applications in ServiceNow are isolated applications within their own namespace, preventing conflicts with other applications. They offer enhanced security, with granular permissions and access control. Scoped applications keep custom functionality separate, ensuring no interference with global resources. This structure makes development, updates, and versioning easier by maintaining isolation and preventing naming conflicts.

155

Who is the strong competitor of ServiceNow Admin?

Reference answer

The intense competitor of ServiceNow Admin is BMC Remedy, which has a monopoly regarding ICSM tools.

156

How do users request and release instances in ServiceNow Admin?

Reference answer

Users request and release instances directly through the cloud interface without needing separate infrastructure. Requests can be automated or approved via workflow. Admins monitor usage and allocate resources. Instances can be provisioned for development, testing, or production. Cloud access supports collaboration and scalability. Instance management ensures system stability.

157

How to remove the 'Remember me' check box from the login page?

Reference answer

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

158

Which field differentiates catalog item, order guide and Record Producers?

Reference answer

The 'Type' field differentiates catalog items, order guides, and record producers.

159

What are Reference qualifiers?

Reference answer

Reference qualifiers restricts the data, that can be selected for a reference field.

160

How would you define a record producer in ServiceNow?

Reference answer

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.

161

How do you handle large-scale integrations in ServiceNow?

Reference answer

Large-scale integrations can be achieved using ServiceNow's IntegrationHub, API interfaces like REST, SOAP, and more. For real-time synchronization, Webhooks or ServiceNow's real-time integration capabilities can be leveraged. Ensuring good error handling, logging, and setting up monitors to oversee integration health are also key.

162

What are Record Producers in ServiceNow?

Reference answer

Record Producers are a type of a catalog item that allows users to create task-based records from the Service Catalog. They provide an alternative way to create records in various tables, like creating an incident without having to navigate to the Incident form.

163

What is ServiceNow dictionary override?

Reference answer

Dictionary overrides allow you 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 on Change [change]. Administrators can override these aspects of a field: Reference qualifiers Dictionary attributes Default values Calculations Field dependencies Default column display values Mandatory and read-only status

164

What are roles delegation?

Reference answer

Administrators can authorize users to be role delegators to assign roles to users who are in a particular group. Role delegators can assign only the roles that are assigned to them.

165

What is the process for creating a Service Catalog in ServiceNow?

Reference answer

- To create a Service Catalog in ServiceNow, navigate to "Service Catalog" in the application navigator. - Click on "Create New" to define the catalog item. Enter details like name, category, description, and pricing. - Configure fulfillment workflows and approvals if necessary. Set visibility rules and user access permissions. - Publish the catalog item, making it available for users to request services through the Service Portal.

166

How do you create a new user in ServiceNow?

Reference answer

To create a user, go to User Administration > Users, click New, and fill in the required fields, such as User ID, name, email, and initial password. Assign appropriate roles or groups to give permissions (e.g., admin). You could also sync users from external identity systems via LDAP or SSO, but manual user creation through the UI is commonly used.

167

What is a business rule in ServiceNow?

Reference answer

In ServiceNow, when a record is displayed, inserted, modified, or deleted, or when a table is queried, a server-side script runs inside, known as a business rule. You can use business rules to automate operations like updating form field values when certain circumstances are fulfilled or creating email notifications and script actions. Scripts used by business rules perform actions on database records. Client scripts and UI actions, for example, are two further scripting options offered on the platform.

168

When would you use setWorkflow(e)?

Reference answer

setWorkflow(false) is used in server-side scripts to skip running Business Rules, workflows, and other automated processes during a database operation. It's useful for bulk updates or when automation is unnecessary.

169

What is the process for creating a REST Message in ServiceNow?

Reference answer

- To create a REST Message in ServiceNow, go to System Web Services > Outbound > REST Message. - Define endpoint URL, HTTP method, authentication type, and request/response formats. - Optionally configure headers, parameters, and authentication credentials. - Test and validate the message to ensure proper connectivity and data exchange with external REST APIs. - Use REST Messages to integrate ServiceNow with external systems, enabling data synchronization and automation.

170

Write an email script to dynamically create a HTML table in notifications (use HTML table in script)

Reference answer

Use a script in the notification email template to generate HTML. var table = ''; var gr = new GlideRecord('incident'); gr.setLimit(5); gr.query(); while (gr.next()) { table += ''; } table += '

Number	Description
' + gr.getValue('number') + '	' + gr.getValue('short_description') + '

'; template.print(table);

171

What is a Service Level Agreement (SLA) in ServiceNow?

Reference answer

A Service Level Agreement or SLA defines the expected response and resolution time for a task (like an incident or request). This helps in tracking service performance, maintaining accountability, and ensuring service commitments. ServiceNow uses SLA conditions and timers to measure whether teams meet their targets.

172

What is ServiceNow?

Reference answer

It is a cloud-based ITSM (Information Technology Service Management) tool. It was initially developed to combine all the services of an IT infrastructure into a single record. This gives a complete view of the services and resources of an IT company. It makes them able to use the most efficient service or resource for any particular instance. Now it is not just limited to IT but has many functionalities in Human Resources, Security, Customer Service and Business Applications.

173

Explain the use of the ServiceNow Service Portal.

Reference answer

The ServiceNow Service Portal is a customizable front-end interface that provides a user-friendly way for users to interact with the platform. It allows users to submit requests, search for knowledge articles, and access service catalogs through a modern web interface. The Service Portal is built using AngularJS and ServiceNow's widget framework, allowing for extensive customization and branding. It enhances user experience and accessibility, making it easier for users to engage with IT services and resources.

174

How do you ensure data security and compliance in service administration?

Reference answer

Data security involves implementing measures such as access control, encryption, and regular security updates to protect sensitive information from unauthorized access or breaches. Compliance with regulations such as GDPR or HIPAA requires adherence to specific standards and practices for data handling, storage, and privacy protection.

175

What is the Client Transaction Timings plugin in ServiceNow?

Reference answer

The Client Transaction Timings plugin complements the system logs by adding information on the duration of transactions between the client and the server. By looking at where time is being spent and how time was spent throughout a transaction, you can pinpoint the source of performance difficulties. The Response Time Indicator must be enabled for this plugin to operate, and it collects data from the following browsers:

176

Explain Incident, Problem, and Change Management.

Reference answer

- 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.

177

How many different sorts of search options does ServiceNow provide?

Reference answer

In ServiceNow, there are five different sorts of search options: • To locate records in a list, use lists. • Global Text Search: You may find records in many task tables from a single search field. • Knowledgebase: Assists in the discovery of knowledge articles. • Filter the objects in the application navigator with the navigation filter. • Search scenes: This is a unique module that only administrators may develop.

178

If logged in user is member of current assignment group then only show description field.

Reference answer

Use a client script or UI policy to check group membership. // Client script function onLoad() { var userGroups = g_user.getMyGroups(); var assignmentGroup = g_form.getValue('assignment_group'); if (userGroups.indexOf(assignmentGroup) == -1) { g_form.setDisplay('description', false); } else { g_form.setDisplay('description', true); } }

179

What is the execution order between data lookup, assignment, and business rules?

Reference answer

Before business rules: Scripts configured to execute before the database operation with an order of less than 1000. Before engines. The following are not executed in any specific order: Approval engine (for task and sys_approval_approver tables) Assignment rules engine (for task tables) Data policy engine Escalation engine Field normalization engine Role engine – keeps role changes in sync with sys_user_has_role table (for sys_user, sys_user_group, sys_user_grmember, and sys_user_role tables) Execution plan engine (for task tables) Update version engine – creates version entry when sys_update_xml entry is written (for sys_update_xml table) Data lookup engine inserts or updates Workflow engine (for default workflows) Before business rules: Scripts configured to execute before the database operation with an order greater than or equal to 1000. The database operation (insert, update, delete) After business rules: Scripts configured to execute after the database operation with an order less than 1000. After engines. The following are not executed in any specific order: Label engine Listener engine Table notifications engine Role engine – keeps role changes in sync with sys_user_has_role table (for sys_user, sys_user_group, sys_user_grmember and sys_user_role tables) Text indexing engine Update sync engine Workflow engine (for deferred workflows) Trigger engine (for all Flow Designerflows) Email notifications. The following are executed based on the weight of the notification record: Notifications sent on an insert, update, or delete Event-based notifications After business rules (Only active records), scripts configured to execute after the database operation with an order greater than or equal to 1000.

180

What is GlideRecord?

Reference answer

GlideRecord is a server-side JavaScript class in ServiceNow used for database operations such as querying and manipulating records. You use GlideRecord to query tables, update fields, or insert/delete records. For example: var gr = new GlideRecord('incident'); gr.addQuery('priority', 1); gr.query(); while (gr.next()) { // process each high-priority incident gs.info('High priority incident: ' + gr.number); } Being proficient with GlideRecord is essential for scripting. If you want to filter active records, use: gr.addQuery('active', true);

181

How to prevent system fields from being updated automatically?

Reference answer

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. Consider following Example: var gr = new GlideRecord(‘incident'); gr.query(); if(gr.next()){ gr.autoSysFields(false); short_description = “Test from Examsmyntra” ; gr.update(); }

182

What is the purpose of “Can Create” checkbox in the application section of table?

Reference answer

- Select the check box to enable script objects from other application scopes to create records in this table. - This option offers runtime protection. - For example, a script in another application can insert a new record in this table. - This option is available only when the Can read check box is selected. - Clear the check box to prevent script objects from other application scopes from creating records in this table.

183

Write a script to send an email notification when a new incident is created.

Reference answer

To send an email notification when a new incident is created, you can create a Business Rule that triggers on the creation of a new incident. Use the following script: gs.eventQueue('incident.created', current, gs.getUserID(), gs.getUserName());

184

What role is needed to create or update an ACL in ServiceNow?

Reference answer

The role of a security admin is needed to create or update an ACL.

185

What is an SLA in ServiceNow?

Reference answer

SLA stands for Service Level Agreement. In ServiceNow, an SLA defines the time within which a task or set of tasks must be completed. It can be applied to incidents, problems, and changes to ensure timely response and resolution.

186

How do you handle data import in ServiceNow?

Reference answer

Data import in ServiceNow involves using Import Sets and Transform Maps to bring external data into the platform. The process starts with creating an Import Set, which serves as a staging table for the incoming data. The data is then mapped to target tables using Transform Maps, which define the relationships between source and target fields. The Transform Maps also support data transformation and validation to ensure data quality. Import Sets can be scheduled or triggered manually, depending on the use case.

187

What is a "Client Script"?

Reference answer

This is a rule that runs right in the user's web browser. It's used for things that need to happen instantly.

188

How can a field be deleted from the system?

Reference answer

A field can be deleted from the delete button or the figure table.

189

What is ServiceNow and how does it work?

Reference answer

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.

190

What is the procedure for creating a ServiceNow Dashboard?

Reference answer

- Navigate to Performance Analytics > Dashboards. - Click New Dashboard and define its name, description, and layout. - Add widgets such as line charts, gauges, or lists to visualize data. - Configure data sources and filters to display relevant information. - Customize colors, labels, and interactivity options for user-friendly navigation. - Publish the dashboard to make it available to appropriate users or groups.

191

Which plugin need to activate to access Human Resource Service Management (HRSM) Module?

Reference answer

The plugin that needs to be activated to access the HRSM module is 'com.sn_hrsp' (Human Resources Service Management).

192

How to create a new Role?

Reference answer

Navigate to User Administration > Role and click New.

193

What are some potential issues with the system during the conversion process?

Reference answer

Issues may include duplicate records, invalid data formats, missing mandatory fields, or broken references. Misalignment of field types or improper mapping can disrupt workflows. Large datasets may also slow down conversion. Validation scripts and checks are necessary to prevent errors. Proper testing ensures system stability. Effective planning mitigates operational risks during migration.

194

Why is it important to know the service version used?

Reference answer

It is essential to know the version of the service used to troubleshoot issues, like the recent blank screen problem caused by update sets.

195

What is the role of the import scheduler [import_scheduler]?

Reference answer

Import schedulers can schedule imports. Grant this role carefully. The import_scheduler can execute scripts with administrator-level privileges.

196

What makes GlideAggregate different from GlideRecord?

Reference answer

GlideAggregate and GlideRecord are both used to query records in ServiceNow, but they serve different purposes and are optimized for different use cases. Here's a comparison between them: Feature | GlideRecord | GlideAggregate | | Purpose | Retrieve individual records and perform CRUD operations. | Retrieve aggregated data (e.g., counts, sums, averages). | | Functionality | Allows querying, modifying, and interacting with specific records. | Performs aggregate functions (e.g., count, sum, avg) on data. | | Performance | Suitable for small to moderate datasets. | Optimized for performance with large datasets and summary data. | | Use Case | Working with detailed records, retrieving specific fields. | Summarizing data, such as counting records or calculating averages. |

197

What are user interface (UI) policies?

Reference answer

User interface (UI) policies are acting as a substitute for many client scripts.This user interface policy will change the information related to the customs process flow. This UI policy is used to set the readable important data field and visible to the user. It can be also used for changing data field form dynamically.

198

What is a foreign record insert in ServiceNow?

Reference answer

It's said that a foreign record insert happens for a specific import when an import modifies a table other than the target table. This particularly happens when an attempt is made to update a table's reference field.

199

What is the approach for handling SLA (Service Level Agreement) in ServiceNow?

Reference answer

SLAs in ServiceNow are managed through the "Service Level Management" application. Define SLA definitions with specific conditions and targets for service delivery. Attach SLAs to tasks and monitor their progress using the SLA timeline. Set up breach conditions and escalation rules to handle violations. Use workflows to automate actions based on SLA status. Regularly review SLA performance with reports and dashboards to ensure compliance.

200

What is the CMDB baseline?

Reference answer

A CMDB baseline in ServiceNow is a snapshot of the Configuration Management Database (CMDB) at a particular point in time. It captures the state of configuration items (CIs) and their relationships, helping track changes, analyze trends, and maintain data integrity. Baselines are used for comparison purposes, enabling IT teams to identify deviations and ensure consistency. They are crucial for auditing and compliance purposes. Regularly creating baselines helps maintain accurate and reliable CMDB data.

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