Common ServiceNow Developer Interview Questions to Know

1

What is the process to enable or disable an application in ServiceNow?

Reference answer

To enable or disable an application in ServiceNow, you need to modify its application settings through the Application Manager. Here's the process: To Enable an Application: - Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator. - Search for the Application: In the list of installed applications, search for the application you want to enable. - Enable the Application: Once you find the application, click on it to open the details. If the application is disabled, you'll see a checkbox or toggle labeled Active. Simply check this box or toggle it to Active to enable the application. - Save Changes: Click Save or Update to apply the changes and enable the application. To Disable an Application: - Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator. - Search for the Application: Find the application you want to disable. - Disable the Application: Open the application's record and uncheck the Active checkbox or toggle it to Inactive. - Save Changes: Click Save or Update to disable the application. Only users with the admin role can enable or disable applications. Disabling an application can impact users and workflows, so it's important to review the effects before making changes.

2

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());

3

How does a ServiceNow Developer support incident response for platform issues?

Reference answer

- Investigates platform‑related incidents like errors, slowness, or failed jobs. - Checks logs, background scripts, and system diagnostics. - Implements fixes or workarounds in coordination with admins. - Documents root cause and the resolution for future reference.

4

How to disable autoSysFields while updating a record?

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(); }

5

What are the key components of ServiceNow?

Reference answer

Key components of ServiceNow include:

6

How to work on repetitive incident?

Reference answer

To work on repetitive incidents, you should identify the pattern, create a problem record for root cause analysis, implement a permanent fix, and automate responses if possible.

7

What is the "User" table?

Reference answer

It is a list of the people who can log into a system. Well, this also stores all the details such as their name, email, department, and who their boss is.

8

Which search technique is used to find a specific record or text in ServiceNow?

Reference answer

Global Search is the most common search method in ServiceNow, located at the top of the interface. It allows you to quickly search for records across all tables, including incidents, changes, knowledge articles, and more. You can search by keywords, record numbers, or specific text. ServiceNow will return results from various tables based on the search terms. Other search techniques include: - List Search: Filters records within a specific list. - Text Search: Finds specific text within records, using Lucene indexing. - Related List Search: Searches within related lists on record forms.

9

In what circumstances should you use GlideAggregate over GlideRecord?

Reference answer

Use GlideAggregate when you need to perform aggregation functions like SUM, COUNT, AVG, MIN, or MAX on records without retrieving individual records. For example, to get the total number of incidents per category, GlideAggregate is more efficient than looping through all records with GlideRecord.

10

What are Business Rules in ServiceNow?

Reference answer

Business Rules in ServiceNow are server-side scripts that execute whenever a specified table action (such as insert, update, or delete) occurs. They are used to enforce data consistency, automate processes, and implement business logic within the platform.

11

What is "Domain Separation"?

Reference answer

This is used by companies that manage IT for other companies. It allows them to have one ServiceNow instance but keep each customer's data completely invisible to the others.

12

Definition of Generate activity in the workflow?

Reference answer

Generate activity in a workflow is an activity that creates a new record (like a task) in a specified table, often used to automate record generation during a process.

13

What is a "Mandatory Field"?

Reference answer

It's a field where you cannot save the record until you fill it out. This ensures the data stays clean and useful.

14

How can JavaScript be used in ServiceNow?

Reference answer

JavaScript can be used in ServiceNow through various scripting options, including:

15

How can a table be made audited? What is auditing?

Reference answer

A table can be made audited by checking the 'Audit' checkbox in the table's dictionary entry. Auditing is the process of tracking and recording changes made to records in a table, including who made the change and when.

16

Is ServiceNow hard to learn?

Reference answer

The basics are easy. The "middle" is manageable. The expert level is very deep.

17

How do you use Flow Designer or Workflow Editor in ITSM processes?

Reference answer

Flow Designer allows you to build automated flows using triggers and actions. Use cases: - Auto-approve low-risk changes. - Send notifications when incidents are updated. - Create tasks when a request is submitted.

18

What is the difference between next() and _next() in GlideRecord?

Reference answer

next() method is responsible to move to the next record in GlideRecord. _next() provides the same functionality as next(), intended to be used in cases when we query the table having a column name as next.

19

Difference between Business Rules, Script Includes, and Flow Designer

Reference answer

Business Rules = record lifecycle logic; Script Includes = reusable logic; Flow Designer = event-driven workflows. Discuss when code is preferable to flows and when flows reduce technical debt. Avoid positioning one as better; focus on appropriate usage.

20

What are best practices for impersonation?

Reference answer

When impersonating, I make sure to only do it in non-production if possible. I note the start and end time, use it briefly, and document actions taken. I avoid making irreversible changes unless necessary and stop impersonation as soon as testing is done.

21

What is setLimit() in ServiceNow?

Reference answer

set limit(n) functions to limit the number of records to query by Gliderecord().

22

What is the ServiceNow CMDB?

Reference answer

It is a central database that works as a digital warehouse for every technology an organization owns. Well, this tracks "Configuration Items" (CIs), which include the physical hardware such as servers and laptops.

23

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.

24

How do you optimize the performance of a ServiceNow instance?

Reference answer

Performance optimization involves reducing heavy GlideRecord queries, using indexing, optimizing scripts, and enabling caching. Eliminating nested loops and large payloads improves speed. Scheduled cleanup and usage of metric tools improve stability. Browser and server performance tuning enhance response time. A healthy instance improves user satisfaction and scalability.

25

How to check if a field value has been changed in ServiceNow?

Reference answer

By using the method changes() you can determine that the field value has been changed for a record. Visit Here to Learn: ServiceNow Online Training in Hyderabad

26

How can global scripts be converted to client-side scripts in ServiceNow, and how are business rules managed effectively?

Reference answer

Global scripts can be converted to client-side by moving server-side logic to client scripts or UI policies, ensuring they run in the browser. Business rules are managed effectively by scoping them to specific tables, using conditions to limit execution, and optimizing script performance to avoid system slowdowns.

27

What is importance of communication in Major Incident?

Reference answer

Communication in a Major Incident is crucial for coordinating response teams, updating stakeholders, managing user expectations, and ensuring timely resolution with minimal business impact.

28

What is the purpose of a MID Server in ServiceNow?

Reference answer

The MID Server in ServiceNow acts as a secure bridge between ServiceNow and external systems, typically those behind firewalls or in private networks. It supports Discovery (mapping systems to the CMDB), integration (transmitting data), and Orchestration (executing workflows on external systems). The MID Server ensures encrypted communication, allowing ServiceNow to interact with on-premise infrastructure and applications securely. Example: A MID Server might be used to collect data from a server inside a company's private network. It sends that data to ServiceNow for updating the CMDB or for other workflows. This ensures that sensitive systems behind the firewall remain secure.

29

What is "Performance Analytics"?

Reference answer

Regular reporting tells you what's happening now. Performance Analytics looks at data over months to show you trends.

30

Describe briefly about state transitions?

Reference answer

State transitions in ServiceNow refer to the movement of a record (such as an incident, problem, or change) through predefined states in its lifecycle. Each state represents a stage in the process, and transitions define the allowed moves between states, often controlled by workflows or state models. For example, an incident might transition from 'New' to 'In Progress', then to 'On Hold', 'Resolved', and finally 'Closed'. State transitions ensure consistent process flow and can trigger actions like notifications or field updates.

31

Why does ServiceNow name its versions after cities?

Reference answer

It's just a fun tradition! It started with Aspen and Berlin and has gone through the alphabet

32

What are business rules in ServiceNow and how do they impact an instance?

Reference answer

Business rules are server-side scripts that execute automatically when a specific event occurs, such as creating, updating, or deleting records in a ServiceNow instance. They play a vital role in implementing custom logic and maintaining data integrity within the platform. The impact of business rules on a ServiceNow instance can be significant, as they help enforce policies, automate processes, and ensure consistency across various applications. For example, a business rule might trigger an email notification to a manager when a high-priority incident is created or update a related record's status based on certain conditions. Additionally, business rules can be used for data validation, ensuring that users enter correct information before saving a record. This contributes to overall system efficiency and helps maintain a clean, organized database.

33

List out the order of processing for Record ACL rules in the ServiceNow platform.

Reference answer

Processing order for Record ACL rules is given below: - Matching the object against ACL rules related to the field. - Matching the object against ACL rules related to the table. - Both field and table ACL rules must be passed by the user to gain access to a record object.

34

Explain the ServiceNow table structure and inheritance model

Reference answer

Topics to cover include base tables (Task, CMDB tables), table extension and inheritance, shared fields from parent tables, why extending Task is common, and how inheritance impacts Business Rules, ACLs, and reporting. Interviewers often follow up with performance-related questions here.

35

What is Coalesce in ServiceNow?

Reference answer

Coalesce is a property of a field that we use in transform map field mapping. Coalescing on a field (or set of fields) lets you use the field as a unique key. If a match is found using the coalesce field, the existing record will be updated with the information being imported. If a match is not found, then a new record will be inserted into the database.

36

What role we need to create or update an ACL

Reference answer

To create or update an ACL, you need the 'security_admin' role.

37

What is the use of order field in a UI action?

Reference answer

The order field in a UI action determines the sequence in which the UI action button appears relative to other UI actions on the form or list.

38

When does a Foreign record insert occur?

Reference answer

When an import makes a change to a table that is not the target table for that import, this is when we say foreign record insert occurs. This happens when updating a reference field on a table.

39

What is the difference between deleteMultiple() and deleteRecord() in ServiceNow?

Reference answer

delete multiple() deletes multiple records according to the current "where" clause. Do not delete attachments, whereas delete record() deletes the single record.

40

Give me an example of a widget you've built that uses templates?

Reference answer

An example of a widget I built using templates is a catalog item display widget that uses AngularJS templates to render different layouts for different item types, enabling dynamic content without code duplication.

41

What is a GraphQL API?

Reference answer

GraphQL API is a query language for APIs that allows clients to request exactly the data they need, reducing over-fetching or under-fetching. In ServiceNow, it can be used to expose custom endpoints for applications, providing more flexibility than REST APIs by allowing nested queries and multiple resource retrieval in a single request.

42

Write a script to retrieve all active incidents assigned to a specific user.

Reference answer

To retrieve all active incidents assigned to a specific user, you can use the following script: var gr = new GlideRecord('incident'); gr.addQuery('active', true); gr.addQuery('assigned_to', 'user_sys_id'); gr.query(); while (gr.next()) { gs.info(gr.number); } This script initializes a GlideRecord object, adds queries to filter active incidents assigned to the user, and retrieves the records.

43

What are UI policies in ServiceNow?

Reference answer

UI policies are considered as an alternative for client scripts. You can set a field as mandatory, which is read-only, and visible on a form by using UI policies. It can be used to dynamically change a field on a form.

44

How do you handle invalid queries in glide scripts?

Reference answer

When using GlideRecord, invalid queries can be caught by checking the isValid() method after setting conditions. If it returns false, the script should skip execution or log an error. This prevents runtime issues and ensures clean query execution.

45

What are client scripts, and what is on change script?

Reference answer

Client scripts are JavaScript code that run on the client side (in the browser) in ServiceNow to manipulate form behavior, validate data, or perform actions when a user interacts with a form. An 'onChange' client script is a type of client script that executes when a specific field's value changes on a form. It is used to dynamically update other fields, show/hide sections, or perform validation based on the new field value.

46

How would you customize the incident workflow to add approvals?

Reference answer

I would open the Incident workflow in the Workflow Editor. Then, I would insert an Approval activity before the resolution stage. The approval table would be set to the required group or manager. Once approved, the workflow would continue. If rejected, it would return to the assigned group.

47

Difference between Incident and Request?

Reference answer

An Incident is an unplanned disruption of service, while a Request is a formal user request for something to be provided (e.g., access, information) and is typically pre-approved.

48

What is a common mistake people make in interviews?

Reference answer

Talking too much about the tech and not enough about the business value.

49

What is a scoped application in ServiceNow and why is it beneficial?

Reference answer

A scoped application in ServiceNow is a self-contained module designed to perform specific functions within the platform while maintaining data and process isolation from other applications. Scoped applications have their own namespace, which prevents conflicts with global objects or other scoped applications. This separation ensures that customizations made within one application do not inadvertently impact other areas of the system. Scoped applications are beneficial for several reasons: they promote modular development, simplify maintenance by isolating changes, enhance security through role-based access control, and facilitate easier distribution and installation via the ServiceNow Store. As a developer, working with scoped applications allows me to create tailored solutions for clients without compromising the stability and integrity of the overall ServiceNow environment.

50

What is the "Application Navigator"?

Reference answer

Well, it is a search bar and menu on the left side of the screen. It's how you find things like "Create New Incident" or "My Open Tasks."

51

What is a Record Producer?

Reference answer

A Record Producer is a type of catalog item in the Service Catalog. It allows users to create records on any table (like Incident or Problem) directly from the catalog interface, mapping variables to target table fields.

52

How do you handle duplicate incidents?

Reference answer

Use Incident matching rules or automation to detect and merge similar incidents.

53

How do you handle upgrades?

Reference answer

- Test in sub-production - Review skipped updates - Validate customizations

54

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.

55

What is ServiceNow according to you and how will you explain it to a 15-year-old?

Reference answer

ServiceNow is a cloud-based platform that automates and manages digital workflows for IT, employee, and customer services. To a 15-year-old, I would explain it as a tool that helps companies organize and automate their tasks, like how a video game uses a system to track your progress and manage quests, but for real-world business processes.

56

What is ServiceNow?

Reference answer

ServiceNow is a cloud-based workflow automation platform designed to manage IT Service Management (ITSM), ITOM, HRSD, security operations, and enterprise processes. It provides digital workflows to improve efficiency and reduce manual work. Built on a single data model, it supports integration, automation, and AI-based decisioning. Organizations use it for scalable digital transformation. It enhances productivity, user experience, and service delivery.

57

What is a dashboard in ServiceNow?

Reference answer

The dashboard is a visual collection of reports and paralytics presented as KPI scorecards and indicator summary tab.

58

What is a Business rule?

Reference answer

Business rule is a server side script. It executes each time a record is inserted, updated, deleted, displayed or queried. The key thing to note while creating a business rule is, when and on what action it has to be executed. The business can be run or executed for following states: - Before - After - Async - Display - When

59

Explain Access Control in ServiceNow.

Reference answer

Access Controls (ACLs) define what data users can access and modify. They are records that specify permissions based on roles, conditions, and script, applied at the row (record) and column (field) level for specific operations like read or write.

60

During which part of the program can you introduce domain separation to an instance?

Reference answer

Domain separation should be introduced early in the implementation phase, ideally during the initial design and architecture stage. It is difficult to retroactively add domain separation after data and configurations are in place, as it requires restructuring data, roles, and UI policies to support multiple domains.

61

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.

62

Why do we extend a table while creating a new table?

Reference answer

We extend a table while creating a new table to inherit the fields, configurations, and behaviors (like business rules, ACLs, and UI policies) from the parent table, allowing for customization and specialization without duplicating work.

63

Which role is required to import data into the ServiceNow instance?

Reference answer

security_admin

64

What is ITSM in ServiceNow and which modules does it include?

Reference answer

ITSM (IT Service Management) in ServiceNow refers to a suite of applications designed to manage IT services efficiently. Core modules include: - Incident Management – for restoring services quickly. - Problem Management – for identifying and eliminating root causes. - Change Management – for managing changes with minimal risk. - Request Management – for handling service requests. - Knowledge Management – for sharing solutions and documentation. - CMDB – for tracking Configuration Items and their relationships.

65

Can we specify more than one Skills for a HR Case?

Reference answer

Yes, you can specify more than one skill for an HR case by selecting multiple values in the skills field.

66

What is difference between * and None in ACL

Reference answer

In ACLs, '*' (asterisk) represents all users or all operations, granting broad access, while 'none' indicates no conditions or no access, typically denying all operations.

67

What is a MID Server?

Reference answer

A MID Server facilitates communication between ServiceNow and on-premise systems.

68

What is an Update Set?

Reference answer

An Update Set is used to move configurations from one instance to another, such as from development to production.

69

CMDB Baseline.

Reference answer

CMDB Baseline refers to a snapshot of the Configuration Management Database (CMDB) at a specific point in time, used for comparison or auditing. It helps track changes in configuration items (CIs) and maintain historical records for compliance or troubleshooting.

70

What are Reference qualifiers?

Reference answer

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

71

How does a ServiceNow Developer work with Business Analysts or Product Owners?

Reference answer

- Reviews requirements and asks questions to clarify details. - Suggests simpler or more standard ways to achieve the same outcome. - Provides estimates and risks for proposed solutions. - Demonstrates completed work and adjusts based on feedback.

72

What is the role of a ServiceNow Developer in ServiceNow mobile apps?

Reference answer

- Configures mobile views, layouts, and actions. - Ensures key workflows are mobile‑friendly. - Tests mobile functionality for usability and performance. - Adjusts logic where mobile and desktop behaviour differ.

73

What is DATA LOOKUP TABLE?

Reference answer

A Data Lookup Table in ServiceNow is used to define data lookup rules that automatically set field values based on conditions, without requiring scripting. It is a table that stores lookup definitions specifying conditions and field mappings. For example, on the Incident form, a data lookup rule can automatically set the Priority field based on the combination of Impact and Urgency values, using a predefined lookup table.

74

How to auto-create a caller from an inbound email in ServiceNow?

Reference answer

Set the property glide.pop3readerjob.create_caller to true in system properties.

75

What is a Client Script in ServiceNow and what are its types?

Reference answer

A Client Script is a client-side JavaScript that runs on the user's browser to validate data, set field values, or control form behavior. Types include onChange, onSubmit, onLoad, and onCellEdit. Client Scripts improve user experience by providing instant feedback without server round-trips.

76

How would you use reports or dashboards to track KPIs?

Reference answer

I create real-time dashboards with widgets for key metrics. Reports are scheduled to highlight SLA compliance, backlog trends, and resolution times.

77

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.

78

What are the key differences between Workflow and Flow Designer?

Reference answer

79

Describe how you would implement a custom approval process in ServiceNow.

Reference answer

A custom approval process can be created using workflows or Flow Designer with approval actions. Rules can route approvals based on conditions such as department, cost, or priority. The system notifies approvers and tracks actions through activity logs. Escalations and reminders can be configured to ensure timely responses. This automation improves governance and reduces manual follow-ups.

80

Which function would you prefer if you need to create a new record and why- GlideRecord().newRecord() OR GlideRecord().initialize()

Reference answer

I prefer GlideRecord().initialize() because it properly initializes a new record with default values and sets the record state as new, while newRecord() only creates an empty record without defaults. initialize() ensures fields like sys_id and timestamps are correctly set for insertion.

81

Are homepages and content pages added to update sets by default in ServiceNow?

Reference answer

Homepages and content pages are not added to update sets by default. You must manually add pages to the current update set by unloading them.

82

What is a Business Rule in ServiceNow and when is it executed?

Reference answer

A Business Rule is a server-side script that runs automatically when a record is inserted, updated, deleted, or queried. It can execute before or after database operations, and can be used to enforce business logic, update fields, or trigger other actions without requiring user interaction.

83

What is the process for configuring email notifications in ServiceNow?

Reference answer

Configuring email notifications in ServiceNow involves several steps to ensure users receive timely and relevant alerts. Here's the process: - Navigate to System Notification > Email > Notifications. - Click New to create a notification, provide a name, and select the target Table (e.g., Incident, Change Request). - Set the trigger (e.g., record insert, update, or delete) and define conditions (e.g., high-priority incidents). - Choose recipients (e.g., specific users, groups, or dynamic recipients like assignee). - Select an Email Template or define custom content using dynamic fields (e.g., ${incident.number}, ${user.name}). - Test the notification and activate when ready. Example: You might configure a notification for an Incident where if the priority is set to High, the assignee and the incident manager receive an email with the incident details.

84

What is a Transform Map in ServiceNow, and how would you use it?

Reference answer

A Transform Map controls how data from an Import Set table moves to a target table in ServiceNow. It allows field-to-field mapping, data transformation, scripting logic, and record matching control. Transform Maps help automate migration, synchronization, and integration processes. They enable scripted transformations using onBefore, onAfter, and onStart events. Transform Maps ensure smooth and accurate data movement across systems.

85

What is the Data Dictionary in ServiceNow?

Reference answer

The data dictionary defines every table and field in the system. It contains information about a field's data type, default value, dependency, and other attributes. | Related Article: What is ServiceNow - A Complete Guide |

86

Difference between Scheduled Job and Business Rule?

Reference answer

Scheduled Jobs execute server-side scripts or processes automatically based on a defined schedule (e.g., daily, hourly). Business Rules execute server-side logic triggered by specific database actions on a record (e.g., before insert, after update).

87

How do you secure ITSM data using ACLs or roles?

Reference answer

Access Control Lists (ACLs) restrict access to records and fields based on roles, conditions, or scripts. Example: Only users in the "Network Support" group can view or edit incidents assigned to their group. Scoped apps and roles further enhance security.

88

How to enable or disable labels in a pie chart in ServiceNow?

Reference answer

To enable or disable the labels in the pie chart we need to set the property glide.ui.chart.pie.labels to true or false.

89

What are the different search options in ServiceNow?

Reference answer

Use any of the following searches to find information in ServiceNow: Lists: find records in a list:

90

Write script that logs Number of incidents that are active and category = Hardware and priority = critical. Print all the Incident numbers as well. I wrote this: var gaINC=new GlideRecord('incident'); gaINC.addQuery('priority','1'); gaINC.addQuery('category','hardware'); gaINC.query(); if(gaINC.next()){ gs.log('Number of incidents: '+gaINC.getRowCount()); gs.log('Incident numbers: '+gaINC.number); }

Reference answer

The script is incorrect. First, the priority value '1' typically corresponds to 'Critical' in ServiceNow, but ensure the exact value matches (e.g., '1' or 'Critical'). The query for category should be 'hardware' but case sensitivity may matter. Most critically, using gaINC.next() in an if statement only iterates through the first record, so getRowCount() returns the total count correctly, but logging gaINC.number only logs the first incident number. To log all numbers, you must iterate through all records. Corrected script: var gaINC = new GlideRecord('incident'); gaINC.addQuery('priority', '1'); gaINC.addQuery('category', 'hardware'); gaINC.addQuery('active', true); gaINC.query(); var count = gaINC.getRowCount(); gs.log('Number of incidents: ' + count); while (gaINC.next()) { gs.log('Incident number: ' + gaINC.number); }

91

Can we write client side scripts in a UI action? If yes How?

Reference answer

Yes, we can write client-side scripts in a UI action by setting the 'Action name' to 'Client' or using the 'Onclick' script field. For example, you can use 'actionScript' or 'client' scripts within the UI action configuration.

92

What are the best practices for using client scripts in ServiceNow?

Reference answer

Few of the best practices to use client Scripts :

93

What is business rules, describe types?

Reference answer

Business Rules in ServiceNow are server-side scripts that execute automatically when a record is inserted, updated, deleted, displayed, or queried. They run before or after the database operation. Types of business rules include: 1. 'Before' - runs before the database operation, used for validation or modifying values. 2. 'After' - runs after the database operation, used for logging or triggering other actions. 3. 'Async' - runs asynchronously after the operation, useful for non-critical tasks. 4. 'Display' - runs when a record is displayed, used to set values or show messages. 5. 'When' - runs based on a condition or order.

94

What is the ServiceNow Access Control List (ACL)?

Reference answer

The ServiceNow Access Control List (ACL) is a set of rules that determine the access permissions for users within the platform. ACLs are used to control access to records, fields, and actions based on the user's role, group membership, or other attributes. ACLs help ensure that users can only access and perform actions on data that they are authorized to view or modify.

95

Types of Client Scripts

Reference answer

- onLoad - onChange - onSubmit - onCellEdit

96

How to define the priority of the incident?

Reference answer

The priority of an incident is defined by a matrix combining impact and urgency, typically using values like Critical, High, Medium, or Low to determine the response and resolution time.

97

What is Zing in ServiceNow?

Reference answer

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

98

How to prevent email processing from locked-out users in ServiceNow?

Reference answer

By adding the system property glide.pop3.process_locked_out to true. Refer for more information: https://wiki.servicenow.com/index.php?title=Inbound_Email_Actions | Explore ServiceNow Sample Resumes Download & Edit, Get Noticed by Top Employers! |

99

What are Business Rules, and how do you decide when to use them?

Reference answer

Discuss when Business Rules execute and different execution timings: Before, After, Async, and Display, along with use cases for each type. Also talk about avoiding unnecessary Business Rules, performance impact, and debugging complexity. This checks platform maturity.

100

What is ServiceNow? What is it used for?

Reference answer

ServiceNow is a cloud platform primarily used for automating and managing enterprise IT Service Management (ITSM) processes. It provides a single system of record to streamline workflows across various departments, such as IT, HR, and Customer Service.

101

Why to "Impersonate" a user?

Reference answer

As an admin, you can click the button to become another user. It's important for solving the problem.

102

List the order of processing for Record ACL rules in the ServiceNow platform.

Reference answer

ACL rules execute in the following order: Table.None, Table.Field, Record.None, and Record.Field rules. ServiceNow evaluates from most specific to most general and grants access only if all rules match true. A user must pass role, condition, and script checks to access a record. If any rule fails, access is denied. This layered approach forms a secure permission structure.

103

What is the lifecycle management of data records and workflow design in ServiceNow?

Reference answer

Lifecycle management involves tracking records from creation to archival, using state models and workflows. Workflow design is done through the Workflow Editor, allowing automated sequences of activities, approvals, and tasks to manage processes like incident resolution or change requests.

104

What is a data policy?

Reference answer

Data policies are helpful to enforce data consistency by setting read-only and mandatory states. They can be quite relatable to UI policies, but the difference is UI policies are applied only to the data provided on forms using standard browsers. Also, it can apply rules to each data entered, like data entered through import sets, web services, email, or mobile UI. For example, if a mandatory field in the entered record is empty then it is possible to prevent the insertion of that record into the table by using data policy.

105

What methods do you use for debugging and troubleshooting in ServiceNow?

Reference answer

As a ServiceNow developer, I employ various methods for debugging and troubleshooting issues within the platform. One of the primary tools I use is the built-in "Debugging" feature, which allows me to monitor server-side scripts in real-time as they execute. This helps identify any errors or bottlenecks in the code. Another useful tool is the "System Logs" module, where I can review application logs, system logs, and email logs to pinpoint potential issues. Additionally, I utilize the "Script Debugger" to debug client-side JavaScript by setting breakpoints and stepping through the code to examine variable values and execution flow. For performance-related concerns, I rely on the "Performance Analytics" module to analyze trends and identify areas that require optimization. Lastly, collaborating with fellow developers and leveraging the ServiceNow community forums are invaluable resources for gaining insights and finding solutions to complex problems.

106

What is the HTML sanitizer in ServiceNow?

Reference answer

The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

107

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.

108

How do you consume an external REST API in ServiceNow?

Reference answer

To call an external REST API, create an Outbound REST Message in ServiceNow. In the message definition, specify the endpoint URL and HTTP methods. In your script, you can use RESTMessageV2() or sn_ws.RESTMessageV2(), set any required headers or parameters, and execute the call. Handle authentication (OAuth, Basic Auth) as needed. For example: var rm = new sn_ws.RESTMessageV2(); rm.setHttpMethod('GET'); rm.setEndpoint('https://api.example.com/data'); var response = rm.execute(); var responseBody = response.getBody(); Note: Interviewers may ask about handling authentication or parsing JSON responses.

109

What are the different types of Client Scripts in ServiceNow?

Reference answer

The main types are: OnLoad (runs when a form loads), OnChange (runs when a field value changes), OnSubmit (runs when a form is submitted), and OnCellEdit (runs when a cell in a list is edited).

110

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. |

111

What is a personal homepage in ServiceNow?

Reference answer

When a user makes some changes on the homepage then that page is saved as his personalized homepage instead of updation on the actual homepage. For example, the home page name is Incident overview. When a user makes some changes to it then this page is saved as My incident overview and is only visible to that user.

112

What is Business Rule?

Reference answer

A Business Rule is a server-side script that runs automatically when a record is inserted, updated, deleted, or queried in ServiceNow. It can be used to enforce business logic, validate data, or perform actions like setting field values or triggering notifications.

113

Explain record matching and data lookup features in ServiceNow.

Reference answer

The data lookup and record matching features allow you for setting up the field value based on a particular condition instead of scriptwriting. For example, on incident forms, the priority lookup rules automatically sample data. Now, set the priority of an incident based on the urgency values and the incident impact. Data lookup rules allow you to specify the fields and conditions where you wish data lookup to happen.

114

How can administrators create or modify homepage layouts in ServiceNow?

Reference answer

Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.

115

HR criteria & user criteria in ServiceNow

Reference answer

HR Criteria and User Criteria are used for securing access to things like Knowledge Bases and Articles, HR Services, Catalog Items/Record Producers. You can create a User Criteria from HR Criteria, if you need the same conditions in places that use User Criteria only (i.e. "Can Read" in an article). As far as synchronizing between the two, if you change the associated conditions/criteria, the changes are automatic to associate the correct users that fit the HR and/or User Criteria.

116

What is the difference between Opened For and Subject Person?

Reference answer

'Opened For' refers to the person who requested the HR case, while 'Subject Person' refers to the individual who is the subject of the case (e.g., an employee being investigated).

117

What does CMDB stand for?

Reference answer

Configuration Management Database

118

How is ServiceNow different from Salesforce?

Reference answer

119

What is a business rule?

Reference answer

A Business Rule in ServiceNow is a server-side script that runs automatically when a record is inserted, updated, deleted, queried, or displayed. It is used to enforce business logic and automate processes without manual intervention. Business Rules help ensure data consistency, validation, and integrity throughout the platform. They execute based on conditions and timing like before, after, async, and display. They are essential for scalable automation in enterprise workflows.

120

How do you update the shortdescription field of an incident using sysid?

Reference answer

```javascript var incidentSysId = 'sysidhere'; // Replace with actual sysid var gr = new GlideRecord('incident'); if (gr.get(incidentSysId)) { gr.shortdescription = 'Updated short description'; gr.update(); // Save changes gs.info("Incident " + gr.number + " updated."); } else { gs.info("Incident not found."); } ```

121

What is the difference between UI Policies and Client Scripts?

Reference answer

UI Policies are primarily no-code tools used to make fields mandatory, visible, or read-only on a form. Client Scripts require JavaScript and are used for more complex browser-side logic (like alert boxes or field value validation).

122

What is the use of scratchpad in a workflow?

Reference answer

The scratchpad in a workflow is a temporary storage area used to pass data between workflow activities, allowing for data sharing and state management.

123

How many ways can you create a field?

Reference answer

Fields can be created in ServiceNow through the following ways: 1. Via the Application Navigator by navigating to System Definition > Tables and extending or creating a table, then adding fields manually. 2. Using the 'Create Application File' wizard. 3. By importing data via Data Source or Import Set, which can automatically create fields. 4. Through scripting using GlideRecord or the Table API to add fields programmatically. 5. By using the ServiceNow Studio or App Engine Studio.

124

Which ServiceNow modules should a core ServiceNow Developer know?

Reference answer

- IT Service Management (Incident, Problem, Change, Request, CMDB). - Service Catalog and Self‑Service Portal. - Knowledge Management. - Basic understanding of one or two additional applications like ITOM, HRSD, or CSM is helpful.

125

What is a sys_id?

Reference answer

A sys_id is a 32-character unique identifier for every record in ServiceNow. It is automatically generated and never changes, even if record data changes. The sys_id is used in references, imports, and integrations to identify records precisely.

126

How would you automate service request fulfillment using Flow Designer?

Reference answer

In Flow Designer, I would create a new flow triggered by a service request submission. The flow would include actions such as creating tasks, sending notifications, updating records, and closing the request automatically when all tasks are complete. This would streamline fulfillment without manual intervention.

127

If there is 4 write ACL 3 ACL is not access but one ACL is access then what will happen

Reference answer

If the first three ACLs do not grant access (i.e., they evaluate to false), and the fourth ACL grants access (i.e., it evaluates to true), then access will be allowed according to the fourth ACL. If any of the ACLs grants access before reaching the fourth ACL (e.g., if the second or third ACL grants access), then the evaluation process stops, and access is granted based on that ACL. The remaining ACLs are not evaluated. If none of the ACLs grant access (i.e., they all evaluate to false), then access will be denied.

128

Can ServiceNow be used for small companies?

Reference answer

It's usually for companies with 500+ employees.

129

How can you secure sensitive information in ServiceNow? (important ServiceNow security interview question)

Reference answer

ServiceNow provides several mechanisms to secure sensitive information: - Access Control: ServiceNow employs role-based access control (RBAC) to grant or restrict access to different parts of the system. By assigning appropriate roles and permissions, organizations can ensure that only authorized individuals can view or modify sensitive data. - Data Encryption: ServiceNow offers data encryption capabilities to safeguard sensitive information stored in the system. Encryption protects data at rest and in transit, ensuring its confidentiality and integrity. - Field-Level Security: Administrators can define field-level security rules to control who can access or modify specific fields within a table. This allows organizations to restrict access to sensitive data fields based on user roles and requirements.

130

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:

131

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.

132

How does a ServiceNow Developer handle conflicting requirements?

Reference answer

- Seeks clarification from Product Owner or stakeholders. - Explains technical and process constraints clearly. - Proposes compromise designs or phased approaches. - Documents decisions so everyone understands the chosen path.

133

How is configuration item management handled in ServiceNow, including license management and system customization?

Reference answer

Configuration items (CIs) are managed in the CMDB, where their attributes and relationships are tracked. License management involves tracking software entitlements and usage. System customization is done through UI policies, business rules, and client scripts to tailor the platform to organizational needs.

134

How does a ServiceNow Developer support testing automation?

Reference answer

- Designs solutions compatible with ATF (Automated Test Framework) where possible. - Creates ATF tests for key flows and functionalities. - Uses automation to catch regressions after changes or upgrades. - Works with QA to integrate automation into release processes.

135

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.

136

How would you design a custom application in ServiceNow?

Reference answer

Explain your approach: requirement analysis, data model design, security planning, UI design, business logic placement, and testing and deployment. Interviewers want to see structured thinking, not just technical knowledge.

137

What are different ways to limit data visibility say based on groups or regions?

Reference answer

Data visibility can be limited using Access Control Rules (ACLs) with conditions on groups or regions, Application Scopes, Domain Separation for multi-tenant setups, and Scripted ACLs for complex logic. For example, you can create an ACL that restricts records to only users in a specific group or location by checking the user's group membership or a region field.

138

What is a BSM Map?

Reference answer

BSM map stands for Business Service Management map. Configuration Items(CI) are graphically displayed by using a BSM map. These items are used to provide support for a business service and indicates the Configuration Items related status.

139

How do you create a custom table in ServiceNow?

Reference answer

To create a custom table, navigate to System Definition > Tables and click New. Provide a table label and name, choose application scope, and configure options like auto-numbering or extensions. Add fields and define dictionary attributes based on requirements. Configure ACLs and views to enable controlled usage. Publish and test the table for functionality.

140

How do you prevent a form submission using a Client Script?

Reference answer

To stop form submission, developers use an onSubmit Client Script and return false based on validation conditions. The script can check required fields, detect incorrect data, or enforce custom rules. g_form.addErrorMessage() can be used to inform users about validation errors before blocking submission. This prevents incorrect or incomplete data from being inserted into the system. It ensures data accuracy and improves system reliability.

141

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.

142

What is a Scorecard?

Reference answer

A scorecard measures the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the indicators that you want to measure. You can enhance scorecards by adding targets, breakdowns (scores per group), aggregates, and time series.

143

What is a "Filter"?

Reference answer

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

144

How do you ensure data quality and consistency in ServiceNow applications?

Reference answer

To ensure data quality and consistency in ServiceNow applications, I follow best practices for configuration and development. First, I leverage the built-in data validation features of the platform, such as mandatory fields, unique constraints, and reference qualifiers. These help prevent users from entering incorrect or duplicate data. Another key aspect is implementing business rules and client scripts to enforce data integrity and maintain consistency across related records. For example, if a specific field value requires an update based on another field's change, I create a business rule to automate this process, ensuring that the data remains accurate and up-to-date. Moreover, I utilize ACLs (Access Control Lists) to define user permissions and restrict access to sensitive information, which helps maintain data security and prevents unauthorized modifications. Regularly reviewing these permissions ensures that only authorized personnel can modify critical data. Following these best practices not only guarantees data quality and consistency but also contributes to a more efficient and reliable ServiceNow application for end-users.

145

What is GlideRecord, and how is it used?

Reference answer

GlideRecord is an abstraction layer for CRUD operations, query building, and encoded queries. Discuss performance best practices and common pitfalls like queries inside loops, not limiting results, and ignoring indexes.

146

What are reference qualifiers in ServiceNow?

Reference answer

Reference qualifiers are used to restrict the data that is selectable for a reference field.

147

What is "Guided Setup"?

Reference answer

It's a built-in wizard that walks an Admin through the steps of setting up a new module (like HR or IT) for the first time.

148

How do you manage user roles and groups in ServiceNow?

Reference answer

To manage user roles and groups in ServiceNow:

149

What is the difference between Flow Designer and Workflow Editor?

Reference answer

Flow Designer is a newer, low-code automation tool in ServiceNow. It uses drag-and-drop actions and supports IntegrationHub for connecting with other systems. The Workflow Editor is a legacy graphical tool for building workflows. Flow Designer is generally recommended for new development because it's easier to develop and maintain, especially for integrations. Legacy workflows may still exist in older systems. Flow Designer basically simplifies building flows with a modern interface. With recent ServiceNow releases, the workflow editor is considered old and outdated for new developments. Flow Designer is the new automation tool.

150

How do you create a new table in ServiceNow?

Reference answer

To create a new table in ServiceNow, navigate to the 'Tables' module, click on 'Create New,' and fill in the required fields such as table name and label. After saving the new table, configure its columns and access controls as needed.

151

What is a module in ServiceNow?

Reference answer

A module is a menu item that opens a page or executes a function within an application.

152

Difference between Business Rule and Script Include

Reference answer

- Business Rule runs automatically on database actions - Script Include is reusable and called explicitly

153

What is OLA?

Reference answer

OLA stands for Operational Level Agreement, which is an internal agreement between IT teams defining their responsibilities and support commitments to meet SLAs.

154

What is Major Incident?

Reference answer

A Major Incident is an incident with a high priority (usually P1 or P2) that has a significant impact on the business, requiring urgent and coordinated response from a dedicated team.

155

What is a Business Rule?

Reference answer

A Business Rule is server-side logic that executes when records are inserted, updated, deleted, or queried.

156

What is the difference between ${URI} and ${URI_REF} in ServiceNow email notifications?

Reference answer

${URI} shows the word LINK whereas ${URI_REF} shows the display value of the record as the link text.

157

What is the purpose of CMDB?

Reference answer

The Configuration Management Database (CMDB) is used to store information about Configuration Items (CIs)—IT assets and services—and manage their relationships. Its purpose is to provide visibility into the IT environment to support service management processes and impact analysis.

158

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(); }

159

Explain the difference between a Business Rule and a Client Script.

Reference answer

A Business Rule runs on the server side, usually before or after a database action like insert or update. It can modify data or trigger logic without user interaction. A Client Script runs in the browser, reacting to form events such as load, change, or submit. It is mainly for improving the user experience.

160

What are metrics in ServiceNow?

Reference answer

Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.

161

What are CMDB Baselines?

Reference answer

CMDB Baselines will help you, understand and control the changes made to a configuration Item(CI). These Baselines act as a snapshot of a CI.

162

How do you automate user onboarding and offboarding in ServiceNow?

Reference answer

To automate user onboarding and offboarding in ServiceNow, follow these steps:

163

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.

164

How to restrict users from uploading an attachment in ServiceNow?

Reference answer

Attachment restrictions can be applied using UI Policies, Client Scripts, or ACL rules. Administrators can disable the paperclip option through dictionary attributes or global system properties. Server-side validation can block uploads based on conditions like file size or roles. Scripted rules define allowed file types and user permissions. This protects systems from unauthorized or harmful data.

165

What is impersonating a user in ServiceNow?

Reference answer

Impersonating a user means that you can log in to the system as that user and can have felt how the service-now UI is set for that user. This is very useful while testing. For example, if you are required to test whether a user can access the change form or not. You can impersonate that user and can test instead of logging out from your session and logging in again with that user's credentials.

166

Explain to me what GlideAggregate does and write me a small query.

Reference answer

GlideAggregate is a server-side API used to perform aggregate functions (like count, sum, avg, min, max) on records in a table. A small query: var ga = new GlideAggregate('incident'); ga.addAggregate('COUNT', 'priority'); ga.query(); while (ga.next()) { gs.info(ga.getAggregate('COUNT', 'priority')); }

167

How do you find all tables extended from a particular table?

Reference answer

To find all tables extended from a particular table, you can query the 'sys_db_object' table and filter by the 'extends' field that references the parent table.

168

What is the difference between ServiceNow and Salesforce?

Reference answer

169

Which table do Incident, Problem, and Change tables extend from?

Reference answer

Task table

170

Describe client transaction timing.

Reference answer

Client transaction timing refers to the sequence of client-side events in ServiceNow: onLoad runs when a form loads, onChange runs when a field value changes, and onSubmit runs before form submission. Knowing this helps control UI behavior.

171

Explain what a Scheduled Job is and provide an example of when you would use one.

Reference answer

A Scheduled Job automates recurring tasks like running scripts at defined times, performing cleanup, or synchronizing data. Administrators schedule tasks daily, weekly, or hourly based on requirements. For example, automatically closing resolved incidents after 7 days. It improves productivity and ensures background operations run without manual effort. Scheduled jobs support scalability and maintenance automation.

172

What is the role of a data policy in ServiceNow?

Reference answer

A Data Policy in ServiceNow ensures data consistency and integrity by enforcing rules on how data is entered or updated in the system. It defines mandatory, read-only, or hidden fields, ensuring that specific conditions are met when records are created or modified. Example: A Data Policy can ensure that the "Short Description" field in an incident record is always mandatory before submitting, whether the incident is created through the UI, API, or import.

173

What is the scope of cascade variable checkbox in order guide in ServiceNow?

Reference answer

Cascade Variables allow variable values entered in an Order Guide to flow down into included catalog items. It eliminates repeated input and improves user experience. They help streamline multi-item requests with shared information. Cascade variables reduce error and enhance form efficiency. It is crucial for complex purchasing and workflow processes.

174

What is import set in ServiceNow?

Reference answer

The import set tool is utilized for importing data from multiple sets of data sources and then map that data into ServiceNow tables through transform maps. It behaves as a staging table for imported records.

175

What is a transform map in ServiceNow and when would you use one?

Reference answer

A transform map is a critical component in the data import process within ServiceNow. Its primary purpose is to define the relationship between fields in an incoming data source, such as a CSV or Excel file, and the corresponding fields in a target table within the ServiceNow platform. This mapping ensures that the imported data is accurately placed into the appropriate columns of the target table. You would typically use a transform map when you need to import external data into ServiceNow, for instance, during a data migration or integration with other systems. It allows you to manipulate and clean up the incoming data before it's stored in the target table, ensuring consistency and accuracy across your ServiceNow environment. Transform maps are particularly useful when dealing with large datasets or complex integrations, as they streamline the data import process and reduce the risk of errors.

176

How does ServiceNow facilitate IT service management (ITSM) processes? (key ITSM interview question in ServiceNow)

Reference answer

ServiceNow offers comprehensive ITSM capabilities to streamline and automate IT service processes. Some key features include: - Incident Management: ServiceNow enables organizations to track and resolve incidents efficiently. It provides workflows to assign, prioritize, and escalate incidents, ensuring timely resolution and minimizing disruptions. - Change Management: ServiceNow's Change Management module allows organizations to manage changes to their IT infrastructure effectively. It provides a structured approach for planning, reviewing, and implementing changes, reducing the risk of service disruptions. - Problem Management: ServiceNow's Problem Management module helps organizations identify and address the root causes of recurring incidents. It facilitates the investigation, diagnosis, and resolution of underlying issues, improving service stability.

177

What's the best way to add a role to a parent group if there are about 2K child groups? Usually, it takes a few minutes to an hour if the user count and inherited roles are high in number.

Reference answer

The best way is to use a script to directly update the sys_group_has_role table with the role for the parent group, then use a batch process or scheduled job to propagate the role to all child groups. Alternatively, use the Group Role Inheritance feature with a background script that iterates through child groups and adds the role using GlideRecord. This avoids the UI overhead and can be optimized with database operations.

178

What is the skills field used for?

Reference answer

The skills field in HR cases is used to specify the required skills or competencies needed to handle the case, aiding in assignment.

179

What is Response Template in HRSM?

Reference answer

A Response Template in HRSM is a pre-defined text template used by HR agents to quickly respond to common queries or cases, ensuring consistency.

180

What are the gauges in ServiceNow?

Reference answer

Gauges display live KPI performance indicators visually on dashboards. They help monitor workload distribution, SLA breaches, ticket aging, and system health. Gauges update automatically and reflect real-time results. They support decision-making and resource allocation. Gauges enable quick visibility into operational performance.

181

Difference between ACLs and UI Policies

Reference answer

UI Policies control visibility; ACLs control access. UI restrictions can be bypassed, while ACLs are enforced server-side. This is a foundational security concept.

182

Can you describe a time when you optimized or refactored existing ServiceNow code?

Reference answer

Certainly, there was a situation where I had to optimize an existing ServiceNow workflow that was causing performance issues. The workflow involved multiple approvals and notifications for IT service requests. Upon analyzing the code, I noticed that several redundant server calls were being made, which significantly slowed down the process. To address this issue, I refactored the script includes and business rules by consolidating similar functions and eliminating unnecessary server calls. Additionally, I implemented caching mechanisms to store frequently accessed data, reducing the need for repetitive database queries. This optimization not only improved the overall performance of the workflow but also made it easier to maintain and troubleshoot in the future. As a result, the end-users experienced faster response times when submitting their service requests, leading to increased satisfaction with the IT services provided.

183

None & star ACL in ServiceNow

Reference answer

Table.none is a row level ACL which allows you to access records. - Table.* is a field level ACL which gives Access to all fields on the table.

184

Database view in ServiceNow

Reference answer

A database view defines table joins for reporting purposes. For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables. This view can be used to report on incident metrics and may include fields from any of these three tables.

185

What is meant by impersonating a user? How it is useful?

Reference answer

Impersonating a user means providing the administrator access to what the actual user would have access to. This will have the same modules as well as menus. ServiceNow records all activities of an administrator when the user is impersonating another user. This feature of ServiceNow is very helpful in testing. For example, if you want to test that whether a user is able to access the change form or not. You are allowed to impersonate that user and can perform testing without any need of logging out from your session and again logging in with that user credentials.

186

How to enable the new charting engine in ServiceNow?

Reference answer

Make the glide. report.use_charting_v2 system property to true.

187

What methods can be used to retrieve active and inactive records from a table?

Reference answer

To retrieve active and inactive records from a table in ServiceNow, you can use the following methods: Using GlideRecord: You can filter records based on the active field, which typically holds a boolean value (true for active, false for inactive). For example: - Retrieve Active Records: var gr = new GlideRecord('incident'); gr.addQuery('active', true); // Filters for active records gr.query(); while (gr.next()) { // Process each active incident } - Retrieve Inactive Records: var gr = new GlideRecord('incident'); gr.addQuery('active', false); // Filters for inactive records gr.query(); while (gr.next()) { // Process each inactive incident } Using List Filters: You can use the ServiceNow UI to filter active or inactive records in a list view. Simply apply a filter on the active field (active = true for active records, active = false for inactive ones). Using Reports: You can create a report in ServiceNow that filters records based on the active field, showing either only active or inactive records. These methods allow you to efficiently query and retrieve records based on their active status, either programmatically or through the ServiceNow interface.

188

What you will do if Incident registered but you cannot get in contact with user?

Reference answer

If an incident is registered but you cannot contact the user, you should document attempts, set the incident to a waiting state, escalate if needed, and use alternative communication methods like email.

189

What is the ServiceNow upgrade process?

Reference answer

The ServiceNow upgrade process involves the following steps:

190

Does the system process all after BRs together based on the order or does the system prioritize certain after BRs over others?

Reference answer

The system processes all after Business Rules together based on their order field (ascending). However, rules with the same order are processed in a non-deterministic order (based on sys_id). There is no built-in priority mechanism beyond the order field, so you cannot explicitly prioritize one after BR over another.

191

What is a BSM Map in ServiceNow?

Reference answer

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

192

What is HTML Sanitizer in ServiceNow?

Reference answer

HTML Sanitizer is a security feature that automatically cleans HTML input in fields, removing unwanted or potentially harmful code (like script tags) to prevent cross-site scripting vulnerabilities. It helps maintain data integrity and security.

193

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.

194

What is a Service Catalog?

Reference answer

The Service Catalog provides a user-friendly interface where end users can browse and order IT services and items. Submitting a catalog item request typically initiates a predefined workflow for fulfillment.

195

How to disable the email watermark in ServiceNow?

Reference answer

Create a new property named glide.email.watermark.visible and set it to false.

196

How does a ServiceNow Developer stay up to date?

Reference answer

- Follows ServiceNow release notes and product documentation. - Practices on personal developer instances and new features. - Participates in community forums, blogs, or local groups. - Takes relevant certifications and training when needed.

197

What are some common modules in ServiceNow?

Reference answer

Some common modules in ServiceNow include:

198

What is an update set in ServiceNow?

Reference answer

An update set in ServiceNow is a collection of customizations that can be transferred from one instance to another. Update sets are used to move customizations between development, testing, and production environments, ensuring a consistent and controlled deployment process.

199

How to change the company logo at the top of the screen?

Reference answer

You can go to "System Properties" and "My Company," where you can upload your logo and also change the colors of the header to match the company's branding.

200

What is a Client script?

Reference answer

Client script sits on the client side(the browser) and runs on client side only.Following are the types of client script: - onChange - onSubmit - onLoad - onCellEdit

DON'T WANT TO MISS A THING?

Latest Cisco, PMP, AWS, CompTIA, Microsoft Materials on SALE
Get Now

Common ServiceNow Developer Interview Questions to Know | SPOTO

Earn a certification to make your resume stand out.

DON'T WANT TO MISS A THING?

Latest Cisco, PMP, AWS, CompTIA, Microsoft Materials on SALE Get Now

Common ServiceNow Developer Interview Questions to Know | SPOTO

Earn a certification to make your resume stand out.

Latest Cisco, PMP, AWS, CompTIA, Microsoft Materials on SALE
Get Now