ServiceNow Developer Mock Interview Questions Practice

1

Explain the phases of Discovery.

Reference answer

The main phases are: - Scanning – Identifying active IP addresses. - Classification – Determining the type of device or application. - Identification – Matching the discovered item with CMDB records. - Exploration – Collecting detailed attributes and relationships.

2

What is ServiceNow?

Reference answer

ServiceNow is a cloud-based ITSM (IT Service Management) tool that offers a single record system for business management, operations, and IT services. All features related to the organization's IT services reside within the ServiceNow ecosystem. You can obtain a complete view of the resources and services. This permits you to control the allocation of resources in a better way and helps to efficiently design the process flow. ServiceNow provides services such as HR, security, business applications, customer service, and IT(Information Technology) service delivery. It is considered an integrated cloud solution where we can get all of these services in a single place.

3

What is the Application Navigator in ServiceNow?

Reference answer

The Application Navigator is a key component of the ServiceNow user interface. It allows users to navigate between applications and modules within the platform. The Application Navigator is organized into a hierarchical structure, with applications listed first, followed by their respective modules.

4

How do you debug issues in ServiceNow?

Reference answer

Discuss Background Scripts, logs, Script Debugger, gs.log and gs.info, and System Diagnostics. Interviewers look for methodical debugging approaches, not trial-and-error.

5

What are Client Scripts, and when should they be used?

Reference answer

Client Scripts run in the browser, improve user experience (not business logic), and are used for validation, UI changes, and form behavior. Break down onLoad, onChange, onSubmit, and onCellEdit. Also explain what should NOT be done in client scripts, such as data integrity enforcement.

6

What is CAD certification?

Reference answer

Certified Application Developer focuses on scripting and application development.

7

What are Data policies?

Reference answer

With data policies, you can enforce data consistency by setting mandatory and read-only states for fields. Data policies are similar to UI policies, but UI policies only apply to data entered on a form through the standard browser. Data policies can apply rules to all data entered into the system, including data brought in through email, import sets or web services and data entered through the mobile UI.

8

What is ATF in ServiceNow and when would you use it?

Reference answer

ATF (Automated Test Framework) allows automated testing of configurations and customizations in ServiceNow. I use it to speed up regression testing and reduce manual effort. Newer versions support parallel test execution to reduce testing time.

9

Which role is given to Support users who will work on a ticket?

Reference answer

The role given to Support users who will work on a ticket is typically the 'itil' role.

10

What is the significance of the ServiceNow UI Builder?

Reference answer

The ServiceNow UI Builder is a low-code tool designed to create custom, user-friendly interfaces quickly. It allows both developers and non-developers to design modern UIs with minimal coding, making it accessible to a broader audience. UI Builder provides pre-built components that can be easily dragged and dropped, speeding up the development and deployment process. This tool also ensures seamless integration with ServiceNow's backend data, allowing real-time updates and ensuring that the interface reflects the latest information. It enables the creation of personalized, responsive, and intuitive UIs, enhancing the overall user experience. With UI Builder, you can ensure a consistent and polished design across devices, making applications more engaging and easier to use.

11

What is "Dot-Walking"?

Reference answer

It's a way to get information from a related table. On an Incident form, you can "dot-walk" to see the Caller's Manager's phone number without leaving the page.

12

What is Flow Designer, and when should you use it?

Reference answer

Flow Designer is a low-code tool for automating business processes in ServiceNow. It allows you to create flows with triggers (like record creation) and actions (like approvals, notifications, or record updates) using a drag-and-drop interface. Use Flow Designer for multi-step processes and integrations without heavy scripting. For example, you could build a flow that triggers a new Incident and automatically assigns it or sends an email. Interviewers might ask how Flow Designer compares to scripting — for example, it uses predefined Actions and is often easier to maintain than a complex script.

13

What is SLA?

Reference answer

SLA stands for Service Level Agreement, which is a contract that defines the expected level of service, including response times, resolution times, and performance metrics.

14

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.

15

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.

16

What is a business rule?

Reference answer

The business rule is server-side scripting, which gets executed when you try to insert, delete, update, display or query a record. The main use of creating a business rule is that you can decide when and on what action it will execute. The business rule can be applied to the following states: , or .

17

How did you manage working support team roaster?

Reference answer

I managed the support team roster by using a scheduling tool in ServiceNow to assign shifts, track availability, and ensure 24/7 coverage, with automated notifications for changes.

18

Explain synchronous vs asynchronous Business Rules

Reference answer

Explain execution timing, user experience impact, when async rules are preferred, and common mistakes developers make with async logic. This reveals understanding of transaction processing in ServiceNow.

19

How to create a Baseline in CMDB?

Reference answer

Following steps will help you do the same: 1. Navigate to 'Configuration' > 'Baselines' 2. Click 'New' 3. Fill in the required fields 4. Click 'Submit'

20

Diff between field and variable.

Reference answer

A field is a column on a table in ServiceNow, such as 'short_description' on the incident table, used to store data in records. A variable is a field on a catalog item or record producer form, defined in the catalog definition, and used to capture user input during the request process. Variables are specific to the service catalog and can have advanced properties like visibility conditions, while fields are part of the database schema.

21

What is an "Instance"?

Reference answer

An instance is a specific, private version of the ServiceNow for a company. Most of the companies will have three instances called Dev, which is used for playing around and buildig. The second one is "Test" instance for checking for bugs, and a "Production" instance where the real work take place.

22

How do you create an inbound REST API (Scripted REST) in ServiceNow?

Reference answer

ServiceNow allows the creation of custom REST APIs using Scripted REST. You define a new API, create resources (endpoints), and write scripts to handle requests and responses. For example, you might create a GET endpoint /users that returns a list of users in JSON format. Your script processes a request, gets the query parameter or requestBody, queries the database, and writes a JSON response with response.setBody(). Mention that you should secure the API (e.g., using ACLs or OAuth scopes) and test it with tools like the REST API Explorer or Postman.

23

What is a Script Include?

Reference answer

A Script Include is a server-side script that contains reusable functions or classes. It promotes code reusability and can be called from Business Rules, Scheduled Jobs, or even client-side scripts via GlideAjax.

24

How does ServiceNow handle data security and access permissions?

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.

25

How do you handle version control and code deployment in ServiceNow?

Reference answer

Version control and code deployment are essential aspects of ServiceNow development to ensure a smooth transition between instances and maintain the integrity of the application. To handle version control, I utilize ServiceNow's built-in Update Sets feature, which allows me to track changes made in one instance and apply them to another. This helps keep customizations organized and simplifies the process of moving updates across instances. For code deployment, I follow best practices by first testing my changes in a development environment before deploying them to higher environments like staging or production. Once the changes have been thoroughly tested and approved, I use the Application Repository feature to package and deploy applications from one instance to another. This ensures that only stable and well-tested code is introduced into the production environment, minimizing potential disruptions and maintaining system stability.

26

What is KPI?

Reference answer

KPI stands for Key Performance Indicator, which is a measurable value used to evaluate the success of an activity, process, or service (e.g., average resolution time).

27

What are the different types of searches that are available in ServiceNow?

Reference answer

Below given list of searches are helpful in ServiceNow to find the information: - Lists: Used to obtain records in a list. - Knowledge base: Used to find knowledge-based articles. - Global text search: Used to find records in different tables from a search field. - Navigation filter: Used to filter the application navigator items. - Search screens: Use a form as an interface for searching table records. These custom modules can be created by administrators.

28

How to get user objects — Client vs Server side.

Reference answer

On the client side, user objects can be accessed using g_user object properties like g_user.userID or g_user.userName. On the server side, user objects are retrieved using GlideRecord queries on the sys_user table, or via methods like gs.getUser() or gs.getUserID() for the current session user.

29

Tell me about a time you had to make two widgets communicate with each other?

Reference answer

I had to make two widgets communicate by using the Service Portal event system, where one widget broadcasted an event using '$rootScope.$broadcast' and the other listened for it using '$scope.$on', passing data between them for dynamic updates.

30

What is a CMDB in ServiceNow?

Reference answer

The CMDB (Configuration Management Database) is a central repository that stores information about configuration items (CIs) like servers, software, and business services. It defines relationships between CIs, enabling impact analysis for incidents and changes.

31

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.

32

Explain the types of reports available in ServiceNow.

Reference answer

ServiceNow supports various report types such as list, bar, pie, donut, calendar, pivot, and trend reports. These reports visualize real-time performance and support business analytics. Users build dashboards and interactive analytics for better decision-making. Reports can be automated and distributed to stakeholders. They enhance transparency and service improvement.

33

When incident should be converted to problem?

Reference answer

An incident should be converted to a problem when it indicates a recurring issue, a major underlying cause, or when multiple similar incidents occur, requiring root cause analysis.

34

Write a script to create a new incident record using GlideRecord.

Reference answer

var gr = new GlideRecord(‘incident'); gr.initialize(); gr.short_description = “Test incident from script”; gr.priority = 2; gr.insert();

35

How does a ServiceNow Developer support the Service Portal?

Reference answer

- Creates or configures widgets, pages, and menus. - Builds client‑side logic for dynamic behaviour on the portal. - Ensures portal performance and usability. - Works with UX and business to align portal with branding and user needs.

36

What is a Sys ID?

Reference answer

It is a unique 32-character GUID that identifies each record created in each table in ServiceNow.

37

How to disable client transaction timings in ServiceNow?

Reference answer

Set the glide.client.track_transaction_timingsproperty to false to disable any client transaction. Refer for more: https://wiki.servicenow.com/index.php?title=Client_Transaction_Timings

38

What steps are involved in creating a transform map in ServiceNow?

Reference answer

Creating a Transform Map in ServiceNow involves several steps to map data from an Import Set table to a target table in ServiceNow. It ensures the imported data is correctly transformed and loaded. Here are the key steps: - Ensure that the data you want to import is loaded into an Import Set Table. This table temporarily holds the raw data before transformation. - Go to System Import Sets > Transform Maps in the ServiceNow navigator and click New to create a new transform map. - Set the Name, Source Table (the Import Set Table), and Target Table (the table where data will be mapped, e.g., Incident, User). - Use the Field Map to map fields from the Import Set Table to the appropriate fields in the Target Table. - You can also use Coalesce to determine which records are considered duplicates (e.g., using a unique field like email to identify existing records). - Define any Transform Scripts (optional) to clean or manipulate the data before it's inserted into the target table. This can include field conversions, value modifications, or calculations. - After setting up the Transform Map, test it by running the transformation to check if the data is correctly mapped and imported. - Once satisfied with the setup, run the transformation process to load the data into the target table. Example: If you are importing a list of users, the Import Set Table might contain raw data with columns for name, email, and department. The Transform Map would map these columns to the User table's corresponding fields (e.g., Name, Email, Department).

39

What are gauges and dashboards?

Reference answer

A gauge is a visual element that displays dynamic data from a report on a homepage or dashboard. A dashboard is a collection of multiple widgets, including gauges, reports, and performance analytics, that provide an overview of metrics and activities.

40

How can you optimize ServiceNow performance for large-scale implementations?

Reference answer

To optimize ServiceNow performance for large-scale implementations, consider the following best practices:

41

What is setWorkflow() in ServiceNow?

Reference answer

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

42

How do you implement role-based access control in ServiceNow?

Reference answer

Role-based access control is enforced by assigning roles to users and mapping them to groups and permissions. ACL rules check the role before allowing access to tables or fields. Catalog items, modules, dashboards, and scripts can all be restricted with roles. Administrators ensure segregation of duties and compliance. RBAC ensures secure and controlled access across the platform.

43

What are update sets in ServiceNow and how do they work?

Reference answer

Update sets play a vital role in ServiceNow development by allowing developers to bundle and transfer customizations from one instance to another. They serve as containers for capturing modifications made to applications, workflows, or configurations within an instance. When working on new features or enhancements, developers create update sets to track their changes. As they make updates, the system automatically records these modifications within the active update set. Once the development is complete and tested, the update set can be exported as an XML file and then imported into another instance, such as moving from a development environment to a testing or production environment. This process ensures that all relevant customizations are transferred accurately and consistently, streamlining the deployment of new functionality while minimizing the risk of errors during migration.

44

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

Reference answer

Mapping Assist is used for mapping fields using the Import Log.

45

What is 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.

46

Explain record matching and data lookup features in ServiceNow.

Reference answer

Record matching ensures that imported or updated data aligns with existing records using coalesce fields or lookup criteria. This avoids duplication and preserves accuracy. Data lookup rules automatically populate field values based on predefined matching conditions. They reduce manual effort and improve consistency across forms and processes. These features simplify data integration and enhance user efficiency.

47

What are the different types of notifications in ServiceNow?

Reference answer

Notifications in ServiceNow include email notifications, SMS notifications, and push notifications. These can be configured to trigger based on specific conditions and events within the platform, ensuring timely communication and updates.

48

Can you guarantee the order of execution for multiple event handlers on the same event in ServiceNow?

Reference answer

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

49

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

Reference answer

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

50

What is the difference between configuration and customisation in ServiceNow?

Reference answer

- Configuration uses out‑of‑the‑box features and settings without changing core platform code. - Customisation involves writing scripts or creating custom components beyond simple configuration. - Configuration is generally safer and easier to maintain during upgrades. - Heavy customisation can cause upgrade and maintenance challenges if not done carefully.

51

Write a simple Client Script to display an alert when a form is submitted.

Reference answer

To write a simple Client Script to display an alert when a form is submitted, navigate to the 'Client Scripts' module, create a new script, and select the form. Use the 'onSubmit' function to trigger the alert with the following code: function onSubmit() { alert('Form submitted!'); return true; }

52

What is Event Management?

Reference answer

Event Management in ServiceNow processes events (alerts) from external monitoring tools and correlates them into actionable information. It can suppress duplicate alerts and create incidents or alerts in ServiceNow based on defined rules. For example, if a monitoring tool sends multiple “Disk Full” alerts, Event Management can group them and generate a single Incident. In admin interviews, you may be asked about configuring alert rules and event correlation.

53

What do you mean by a record producer in ServiceNow?

Reference answer

A Record Producer is a catalog item used to create records in a specified table through the Service Catalog. It simplifies user input through a guided form and generates automated records. Record Producers improve usability and support self-service request handling. They are widely used for creating incidents, requests, and custom entries. They improve service efficiency and request automation.

54

How does the CMDB (Configuration Management Database) function in ServiceNow?

Reference answer

CMDB stores and manages information about Configuration Items (CIs) such as servers, software, and network devices, along with their relationships. It provides visibility into dependencies and helps with impact analysis for changes. ServiceNow Discovery automatically populates the CMDB by scanning your network and identifying CIs, ensuring that the data remains up to date. Additionally, the Dependency Views feature allows users to visualize how CIs are connected, helping to assess the impact of changes or incidents. It is crucial for Change Management as it provides crucial context on the affected CIs, enabling informed decision-making and reducing risks associated with changes. It also integrates with Event Management to detect and respond to incidents or issues, helping IT teams prioritize and resolve problems based on the relationships in the CMDB. It not only tracks and manages IT assets but also integrates with Discovery, Change Management, and Event Management, enhancing visibility, decision-making, and risk mitigation across IT operations.

55

What is Coalesce in ServiceNow?

Reference answer

Coalesce is a property of a field that we use in transform map field mapping. When we set the coalesce as true for a field mapping it signifies that this field will work as a unique key. If a field match is found with the coalesce field, then the existing record will be updated with the imported information in the target table else a new record will be inserted into the target table

56

What is Gliderecord in ServiceNow?

Reference answer

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

57

What are the best practices for ServiceNow development and administration?

Reference answer

Best practices for ServiceNow development and administration include:

58

How to create a role in ServiceNow?

Reference answer

Navigate to User Administration > Role and click New.

59

What is a Knowledge Base, and how is it used?

Reference answer

A Knowledge Base stores articles and FAQs to help users find solutions on their own. Agents and users can search it (e.g., “How to reset your password”). Articles can be created from resolved incidents or written proactively. For instance, if a technician finds a workaround, they might turn it into a knowledge article. This reduces ticket volume and speeds up support.

60

What is ServiceNow, and how does it differ from traditional web applications?

Reference answer

ServiceNow is not a generic web app, but a low-code enterprise workflow platform. It is built on a single data model using tables. It provides out-of-the-box ITSM, HR, CSM, GRC, and custom app capabilities. Developers extend functionality using configuration first, code second. The platform enforces upgrade-safe development practices.

61

What are SLAs and how do you configure them in ServiceNow?

Reference answer

Service Level Agreements (SLAs) are formal commitments between a service provider and a client, outlining the expected level of service delivery. They define measurable metrics such as response time, resolution time, and availability to ensure that both parties have clear expectations regarding performance standards. Configuring SLAs in ServiceNow involves creating an SLA definition record, which specifies the conditions under which the SLA is applied and the targets for the defined metrics. To configure an SLA, you first navigate to the "Service Level Management" application and create a new SLA definition. You then set up the conditions by defining the task table, start condition, stop condition, and pause condition. Next, you establish the target duration for each metric, such as response or resolution time. Optionally, you can also add notifications and escalations to inform relevant stakeholders when an SLA breach is imminent or has occurred. Once configured, the SLA engine in ServiceNow automatically tracks and measures the specified metrics against the agreed-upon targets, providing real-time visibility into service performance.

62

How do you write a script to create a new incident record?

Reference answer

```javascript var gr = new GlideRecord('incident'); gr.initialize(); // Start a new record gr.short_description = 'Created via script'; // Set other fields as needed gr.insert(); // Save the record gs.info("Incident created: " + gr.number); ```

63

What are script actions or state a use case when you have used script actions?

Reference answer

Script Actions are reusable server-side scripts that can be called from workflows, flow designers, or business rules. I have used them to send custom email notifications with dynamic content, where the script action formats the email body based on record data, allowing reuse across multiple events.

64

What is an "Event" in ServiceNow?

Reference answer

An Event is a "flag" that the system raises. For example, when a user fails to log in, an event is triggered. That event can then tell the system to send an email or lock the account.

65

What is workaround mean in Incident Management?

Reference answer

A workaround in Incident Management is a temporary solution or technique used to reduce or eliminate the impact of an incident when a permanent fix is not yet available.

66

What is Data lookup and record matching in ServiceNow?

Reference answer

Data lookup and record matching feature helps to set a field value based on some conditions instead of writing scripts. For example: on Incident forms, the priority lookup rules sample data automatically sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow specifying the conditions and fields where they want data lookups to occur.

67

Where are update sets stored?

Reference answer

Each update set is stored in the Update Set [sys_update_set] table. The customizations that are associated with the update set, are stored in [sys_update_xml] table.

68

What is the importance of naming conventions in ServiceNow development?

Reference answer

- Naming conventions help identify what a script or configuration does and where it belongs. - They reduce confusion and prevent duplicate items. - They make code review and troubleshooting easier. - They help new team members understand the environment faster.

69

What are Dictionary Overrides in ServiceNow?

Reference answer

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

70

What is GlideAjax, and when should you use it?

Reference answer

GlideAjax is a ServiceNow class that enables client-side scripts to send and receive data to and from the ServiceNow server. Using GlideAjax enables asynchronous server calls without reloading the page. Here's a breakdown of when to use GlideAjax: - To execute server-side code from the client-side scripts, such as UI Policies, UI Actions, and Client Scripts. - It is used to make asynchronous database calls, keeping the user's browser running smoothly. It is particularly useful when interacting with server-side functionalities without refreshing the entire page, thus providing a smoother user experience. - GlideAjax should be used as a direct replacement for client-side GlideRecord queries to prevent performance issues and browser freezing. - GlideAjax calls can pass parameters to script includes, allowing you to use them via naming conventions.

71

How are different types of tables categorized in ServiceNow?

Reference answer

In ServiceNow, tables are categorized into several types based on their purpose and function within the platform. The main types of tables include: - Base Tables: These are the core tables provided by ServiceNow for managing IT service management (ITSM) processes. Base tables define the structure for common processes and are extended to create custom tables. - Extended Tables: These are tables that inherit fields and properties from a base table. Custom tables are often created by extending a base table. For example, the Incident table can be extended to create a specialized Security Incident table. - Custom Tables: These are user-defined tables that are created to store specific data unique to an organization's needs. Custom tables do not extend a base table and are created using the Table module in ServiceNow. - System Tables: These tables store essential system data and configurations, such as sys_user (users), sys_dictionary (table schema), and sys_metadata (system configurations). System tables manage metadata and platform settings. - Junction Tables: These are many-to-many relationship tables used to link other tables. For example, a Task Assignment table might act as a junction table linking tasks and users. - Task Tables: These tables are used for managing tasks across various processes. Incident, Change Request, and Problem are examples of task tables. Task tables are often extended by other process-specific tables. - Reference Tables: These tables store data that is referenced by other tables. For example, the cmdb_ci table stores configuration items (CIs), and other tables, such as Incident, can reference these CIs. In short, ServiceNow tables are categorized as base, extended, custom, system, junction, task, and reference tables, depending on their purpose and how they relate to other tables in the platform.

72

What are best practices for scripting?

Reference answer

- Reuse Script Includes - Avoid hardcoding - Follow naming conventions

73

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

Reference answer

A Business Rule executes server-side, handling database operations and automation related to record lifecycle events. Client Scripts run on the browser and manage form behavior such as field validation, UI messages, and real-time interactions. Business Rules are useful for backend operations like updating records and enforcing security, while Client Scripts enhance user experience on forms. Client Scripts execute instantly in the client interface, whereas Business Rules run based on database transactions. Both scripts work together to ensure smooth and intelligent system functionality.

74

How can locked-out users trigger inbound email actions?

Reference answer

Locked-out users cannot directly trigger inbound email actions in ServiceNow since they cannot log into the system. However, inbound email actions can still be triggered in certain scenarios: - Email Processing: Even if a user is locked out, if they send an email to a ServiceNow inbox (such as for incident creation), the system can still process the email based on predefined rules. - Email Accounts with Access: If the email action is configured to handle messages from a specific address (like a support email account), it can trigger inbound actions even if the sender's account is locked. The key is that inbound email actions are based on email content, not user login status, so locked-out users can still interact with the system via email.

75

What is a Gauge?

Reference answer

A gauge is visible on a ServiceNow homepage and can contain up-to-the-minute information about current status of records that exists on ServiceNow tables. A gauge can be based on a report. It can be put on a homepage or a content page.

76

How to set the invalid queries into empty result sets in ServiceNow?

Reference answer

By default, queries having invalid field names executes but invalid condition will be ignored. You can enable the glide.invalid_query.returns_no_rows property for more strict query control. It will produce an empty result set for invalid queries.

77

What is an instance in ServiceNow?

Reference answer

An instance is a single environment of ServiceNow with its own database, applications, and configurations. Example: dev, test, and production instances.

78

How to remove the Remember Me checkbox from the login page in ServiceNow?

Reference answer

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

79

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.

80

What is Impersonation and why is it useful?

Reference answer

Impersonation allows administrators to temporarily become another user. It's useful for testing functionality, workflows, and user interfaces exactly as that specific user would see them, helping debug access or configuration issues.

81

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.

82

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.

83

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.

84

What is the use of GlideSystem?

Reference answer

It is used to enhance the system logs. It provides more information on the duration of transactions between the client and the server.

85

What are UI scripting techniques used in ServiceNow to enhance user interactivity and responsive design?

Reference answer

UI scripting techniques include using Jelly scripts, client scripts, and UI macros to create dynamic forms and dashboards. Responsive design is implemented via CSS and Bootstrap frameworks in service portals, ensuring interfaces adapt to different screen sizes and improve user interaction.

86

Describe about SCRIPT INCLUDE and where did you use it?

Reference answer

A Script Include in ServiceNow is a server-side JavaScript class or function that can be reused across the platform, such as in business rules, workflows, or GlideAjax calls. I used a Script Include to centralize business logic for calculating SLA breach times based on working hours and holidays. This script include was called by multiple business rules and scheduled jobs, ensuring consistency and reducing code duplication.

87

What is domain separation?

Reference answer

Domain separation allows data, processes, and configurations to be isolated between business units or customers in the same ServiceNow instance, improving data privacy and control.

88

Give an example where you use client script and where you use ui policy?

Reference answer

Example of using client script: I used an onChange client script on a 'Country' field to dynamically populate the 'State' dropdown based on the selected country, by calling a GlideAjax script include to fetch state data. Example of using UI Policy: I used a UI Policy to make the 'Approver' field mandatory and visible only when the 'Request Type' field is set to 'High Priority', without writing any custom code, by simply setting conditions and field attributes in the UI Policy configuration.

89

What is a "Transform Map"?

Reference answer

A Transform Map is a set of field maps that decides the relationship between the fields in an Import Set table and fields in a target ServiceNow table.

90

Record pill in ServiceNow

Reference answer

Flow designer has data pills to drag and drop.

91

How Problem and Incident are Different From Each Other?

Reference answer

If one person's computer is slow, that's an Incident. If 500 people's computers are slow because a central server is overheating, that's a Problem. An Incident is about fixing the "right now," while a Problem is about finding the "root cause" so it doesn't happen again.

92

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.

93

If a user with no role logged in in system then where will that user will be landed?

Reference answer

If a user with no role logs into the system, that user will be landed on the 'Homepage' or 'Self-Service Portal'.

94

What are the best practices for writing scripts in ServiceNow?

Reference answer

When writing scripts in ServiceNow, it's essential to follow best practices such as keeping the code clear and concise for maintainability. Additionally, always use comments to document the purpose and functionality of the script, ensuring it adheres to ServiceNow's coding standards.

95

What is the Task table?

Reference answer

The Task table is the parent table of Incident, Problem & Change. It makes sure any fields, or configurations defined on the parent table automatically apply to the child tables.

96

What is the order of processing for record ACL rules in ServiceNow?

Reference answer

Record ACL rules are processed in the following order:

97

How do you stay up-to-date with new features and best practices in ServiceNow development?

Reference answer

Staying up-to-date with new features and best practices in ServiceNow development is essential for delivering efficient solutions to clients. One strategy I employ is regularly attending webinars, workshops, and conferences hosted by ServiceNow or other industry experts. These events provide valuable insights into the latest trends, updates, and best practices. Another approach I take is actively participating in online forums and communities dedicated to ServiceNow development. Engaging with fellow developers allows me to exchange ideas, learn from their experiences, and stay informed about any changes or challenges they've encountered. Additionally, I subscribe to relevant blogs, newsletters, and social media channels that share news and articles related to ServiceNow. Furthermore, I make it a point to allocate time each week to explore the official ServiceNow documentation and release notes. This helps me understand new features, enhancements, and bug fixes directly from the source. Combining these strategies ensures that I remain current with the ever-evolving landscape of ServiceNow development and can continue providing effective solutions to my clients.

98

Use of email scripts.

Reference answer

Email scripts in ServiceNow are used to customize outgoing email notifications, including setting recipients, subject lines, or body content dynamically. They can be written as Email Templates with script injections or as Inbound Email Actions to process incoming emails.

99

What is the latest user interface in ServiceNow?

Reference answer

The latest user interface is the UI14 interface. It came in the Eureka release

100

What is GlideRecord and how is it used in ServiceNow?

Reference answer

GlideRecord is an object in ServiceNow that represents a table within the platform's database. It allows developers to interact with and manipulate data stored in these tables through server-side scripting. GlideRecord provides an API for performing CRUD (Create, Read, Update, Delete) operations on records within a specific table. To use GlideRecord, a developer first creates a new instance of the object, specifying the target table. Then, they can apply query filters using methods like addQuery() or addEncodedQuery() to narrow down the search criteria. After defining the desired conditions, the developer executes the query using the query() method. Once the results are retrieved, the developer can iterate through them using next() and access individual fields using getValue() or setValue(). This enables efficient manipulation of data within ServiceNow while adhering to best practices and maintaining system performance.

101

Explain the differences between the current and previous objects in a Business Rule.

Reference answer

The current object contains the values of the record as it is being modified in real time during a Business Rule execution. The previous object stores the field values from the database before the update occurred. Developers use the previous object to compare field values for conditions, auditing, or triggering status-based workflow logic. For example, detecting when a state changes from Open to Closed. Both objects are essential for tracking before-and-after values.

102

What is the role of a ServiceNow Developer in Problem Management?

Reference answer

- Helps implement problem workflows and fields in the tool. - Supports root cause analysis by providing data and logs. - Automates known error records and workarounds where possible. - Implements permanent fixes that come out of problem investigations.

103

What is Glide record?

Reference answer

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

104

What is the purpose of the ServiceNow CMDB?

Reference answer

The ServiceNow CMDB serves as a centralized repository for IT asset and configuration data, enabling organizations to track and manage the relationships between IT assets. It supports IT service management processes by providing accurate and up-to-date information, ensuring efficient and effective IT operations.

105

Explain Change Management in ServiceNow.

Reference answer

Change Management ensures controlled planning, review, approval, and implementation of system or infrastructure changes. It reduces business risk and avoids unplanned outages. Workflows manage standard, normal, and emergency changes. It enhances compliance, traceability, and coordination across teams. Change Management protects service continuity.

106

How do you set up Scheduled Discovery jobs?

Reference answer

I would go to the Discovery Schedules module. Then, I would create a new schedule, define the IP ranges, and select the MID server. I would set the run frequency (e.g., daily or weekly) and choose the applicable credentials. Finally, I would save and activate the schedule so Discovery runs automatically at the defined times.

107

What is category and catalog item?

Reference answer

A category is a grouping of catalog items, while a catalog item is a specific service or product that can be requested by users from the service catalog.

108

What is the process of creating and using business rules in ServiceNow?

Reference answer

Business rules in ServiceNow are server-side scripts that run when a record is inserted, updated, queried, or deleted. They are used to enforce data management policies, automate processes, and manipulate record data before or after database operations.

109

What are Scheduled Jobs, and why are they important?

Reference answer

Scheduled Jobs in ServiceNow are automated tasks that are set to run at specified intervals (e.g., daily, weekly, monthly) or at certain times. These jobs are used to execute scripts or actions in the background, allowing for regular maintenance, reporting, or data processing without manual intervention. Importance: - Automation: Scheduled Jobs allow repetitive tasks to be automated, such as data imports, cleanup tasks, or recurring notifications. - Efficiency: ServiceNow ensures system processes run without requiring active user input, improving overall system efficiency. - Consistency: They ensure that processes are executed consistently on time, reducing human error and ensuring critical tasks are not forgotten. Example: A Scheduled Job might be set to run every night to update records in the CMDB or to send out a daily status report to a specific group.

110

What is an Import Set, and how does it work?

Reference answer

An Import Set in ServiceNow is a temporary staging table used to import and transform data from external sources (like spreadsheets, CSV files, or third-party systems) into ServiceNow tables. It helps to map, clean, and load data into ServiceNow in a controlled manner. How it works: - Data is first loaded into an Import Set Table, a temporary table designed to hold the raw data. - After data is imported, you can use a Transform Map to define how the data from the Import Set table should be mapped to the target table in ServiceNow (e.g., importing user information into the User table). - Before importing the data into the target table, you can apply transformations to clean and validate the data. - Once the data has been transformed and validated, it is transferred from the Import Set table to the target table (e.g., Incident, User, Asset). Example: If you're importing a list of employees from a CSV file, the Import Set table holds the raw data, and a Transform Map is used to map the fields (like name, email, department) into the User table in ServiceNow.

111

How to restrict users from deleting records in ServiceNow?

Reference answer

You can Add glide.sys_reference_row_check to the System properties and set it to true.

112

Which tables store update sets and their customizations in ServiceNow?

Reference answer

Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.

113

What are order guides? Any design from scratch?

Reference answer

Order guides in ServiceNow are tools that allow users to order multiple catalog items in a single transaction, with the ability to reuse variables across items. They provide a wizard-like interface that guides users through selecting and configuring items. To design an order guide from scratch: 1. Navigate to Service Catalog > Order Guides and click New. 2. Define the order guide name, description, and category. 3. Add catalog items to the order guide. 4. Configure variable mappings to cascade or reuse variables across items. 5. Set up variable ordering and conditions. 6. Test the order guide by requesting it from the Service Catalog.

114

What do you mean by a record producer in ServiceNow?

Reference answer

catalog item that permits users in the creation of task-based records by using Service Catalog is known as a record producer. For example, you can consider the creation of a problem record or a change record by using a record producer. It will give you an alternative method for the creation of records via Service Catalog.

115

What is a Flow Designer in ServiceNow?

Reference answer

Flow Designer is a low-code automation tool in ServiceNow that allows users to create workflows (flows) using a visual interface. It supports triggers, actions, conditions, and integrations without requiring extensive scripting. Flows can automate processes like approvals, notifications, and record updates.

116

What is a scorecard in ServiceNow?

Reference answer

A scorecard can be used to measure the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the indicators that you want to measure. Scorecards can be enhanced by adding targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series (totals and averages).

117

Can you call a business rule through a client script?

Reference answer

Yes you can call a business rule through a client script by using glideajax

118

What is the role of a ServiceNow Developer in team collaboration?

Reference answer

- Shares knowledge with peers through sessions or documentation. - Helps others troubleshoot issues. - Participates in design discussions and planning. - Supports a positive, learning‑focused team culture.

119

How many ways to call server side script into client side

Reference answer

To call Server side script in client side this we help GlideAjax - ServiceNow Wiki

120

Define a "Record Producer."

Reference answer

A Record Producer is a special type of Service Catalogue item that allows end-users to create task-based records in a user-friendly way.

121

When would you use background script over fix scripts?

Reference answer

Background scripts are used for testing, debugging, or performing ad-hoc operations on a single instance, as they run immediately in the current session. Fix scripts are used for making permanent changes across instances, often as part of a release, and are designed to be idempotent and repeatable. Use background scripts for quick, non-production tasks, and fix scripts for production changes that need to be version-controlled and audited.

122

What is an inactivity monitor in ServiceNow?

Reference answer

An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

123

What is the difference between Incident and Problem Management?

Reference answer

- Incident Management is reactive — it focuses on resolving immediate issues. - Problem Management is proactive — it investigates root causes to prevent recurrence. For example, multiple incidents about a server crash may lead to a problem record to analyze and fix the underlying issue.

124

How should I describe my experience?

Reference answer

Don't just list features. Tell stories. Instead of saying "I know Service Catalog," say "I built a Service Catalog that reduced the time it took for employees."

125

What logic will you use if you want to return a list of users who are at level two of an organization? Logic – People who manage managers.

Reference answer

I would use GlideRecord to query the sys_user table, joining with the user's manager field. For level two, I would first find managers (users with reports), then find users whose manager is one of those managers. The logic: get all users with a manager that has a manager themselves, so the user is at the third level below the top, but if level two means two levels from the top, then users whose manager is the top manager.

126

How to restrict users from uploading an attachment in ServiceNow?

Reference answer

Following is the stepwise process for restricting users to upload an attachment: - Go to System Properties -> Security. - Under the Attachment limits and behavior section, search for a role list that can produce attachments: property(glide.attachment.role). - Mention one or more roles(separated by commas). - Only roles listed under this property will be allowed to upload attachments to a record. If no roles are mentioned, then all roles are permitted to upload attachments to ServiceNow forms. - Click on Save.

127

How do you decide whether to use code or configuration?

Reference answer

Discuss platform-first approach, maintainability, upgrade safety, team skill levels, and long-term ownership. This is a mindset question that often leaves a strong impression.

128

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.

129

In one line, how can a ServiceNow Developer describe their value?

Reference answer

- “A ServiceNow Developer turns business requirements into stable, simple, and supportable solutions on the platform.”

130

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.

131

How do I explain "low-code" to an interviewer?

Reference answer

Explain it as "democratizing technology." It means allowing business people to build their own simple tools.

132

How does ServiceNow handle automation and orchestration? (important for ServiceNow workflow and automation roles)

Reference answer

ServiceNow's Automation and Orchestration module enables organizations to automate manual tasks and streamline complex workflows. It helps reduce operational costs, improve efficiency, and enhance service delivery. Let's consider the process of provisioning a new virtual machine (VM) in a cloud environment. Using ServiceNow's Automation and Orchestration module, you can create a workflow that automates the entire process. The workflow can involve various tasks, such as requesting resources, verifying approvals, provisioning the VM, and notifying the user upon completion. This automation eliminates the need for manual intervention, reduces errors, and accelerates the provisioning process.

133

Mid server in ServiceNow

Reference answer

MID Servers help you to control and secure how ServiceNow communicates with your organization's systems, especially those behind a firewall. This supports four primary use cases: Integrations - Supporting LDAP, JDBC, REST, and SOAP based integrations to systems on your intranet Orchestration - Enabling orchestration with other systems via either workflow activities or IntegrationHub spokes. Discovery - Providing access to systems for traditional CI discovery and/or to support discovery needed for service mapping Attach Script File - MID Server Script Files can be used to communicate with targeted devices (e.g., PowerShell, Javascript, .bat)

134

How to limit the number of recipients in an email in ServiceNow?

Reference answer

By setting the system property glide.email.smtp.max_recipients.

135

What is CMDB?

Reference answer

CMDB stands for Configuration Management Database. CMDB is a repository. It acts as a data warehouse for information technology installations. It holds data related to a collection of IT assets, and descriptive relationships between such assets.

136

Errors faced while moving update set (Scenario based).

Reference answer

Common errors when moving update sets include conflicts with existing customizations, missing dependencies, XML parsing errors, and issues with target instance versions. Scenario-based solutions involve resolving conflicts manually, ensuring all required update sets are committed, and validating the update set in a test environment first.

137

Differences between Script Include and Business Rule?

Reference answer

A Script Include is a library of reusable server-side code that must be explicitly called. A Business Rule is a script that automatically runs when a database operation occurs on a record, triggered by platform events.

138

How does a ServiceNow Developer support upgrades?

Reference answer

- Reviews upgrade notes and documentation for potential impact. - Tests customisations and critical flows in sub‑prod instances after upgrade. - Resolves skipped updates and conflicts where needed. - Adjusts custom code that relies on old behaviours.

139

What does BSM Map represent in ServiceNow?

Reference answer

The BSM Map in ServiceNow visualizes the relationships between business services, applications, and the underlying IT infrastructure. IT teams can use it to identify impacted services during outages and improve incident resolution. The map also aids in analyzing the overall health of services and their dependencies, enhancing service management and decision-making. For example, the BSM Map shows that the Email Service (business service) depends on the Mail Server (application) and the Database (IT infrastructure). If the Mail Server goes down, the BSM Map helps identify that the Email Service will be impacted. This allows IT teams to prioritize the resolution of the underlying issue.

140

What is setForceUpdate() in ServiceNow?

Reference answer

setForceUpdate() updates the record even if there are no changes on the record.

141

What is Reference qualifier?

Reference answer

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

142

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

Reference answer

To access the Human Resource Service Management (HRSM) module, you need to activate the 'HR Service Management' plugin (com.sn_hr_spoke).

143

How do you handle conflicts during deployment?

Reference answer

Cover preview issues, skipped records, manual conflict resolution, testing after deployment, and rollback strategy. This shows real project experience.

144

What is an update set in ServiceNow?

Reference answer

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

145

Explain Change Management in ServiceNow.

Reference answer

The Change Management application in ServiceNow gives an organized approach for controlling the life cycle of entire changes. It also provides useful changes to be made with minimum interference to IT services.

146

What are UI policies?

Reference answer

UI policies dynamically change information on a form and control custom process flows for tasks. UI policies are alternative to client scripts. You can use UI policies to set mandatory fields,which are read only and visible on a form. You can also use UI policy for dynamically changing a field on a form.

147

Explain Data Lookup and Record Matching.

Reference answer

These features allow ServiceNow to automatically set field values based on conditions matching records in a lookup table. Data Lookup uses simple matches, while Record Matching can use more complex criteria to populate fields without scripting.

148

What is an ACL in ServiceNow and how does it work?

Reference answer

An ACL (Access Control List) in ServiceNow defines permissions for users or roles to access records, fields, or tables. It works by evaluating conditions and granting or denying read, write, create, delete, or execute operations. ACLs are fundamental to securing data and enforcing role-based access control.

149

What is addJoinQuery() in ServiceNow?

Reference answer

addJoinQuery(joinTable, [primaryField], [joinTableField]) Note: This is not a true DATABASE Join. addJoinQuery() adds a subQuery.

150

What is a record producer in ServiceNow?

Reference answer

A record producer is a type of catalog item that allows users to create task-based records from the service catalog. For example, you can create a change record or problem record using a record producer. Record producers provide an alternative way to create records through the service catalog

151

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

Reference answer

A Business Rule is a server-side script that runs when records are inserted, updated, or deleted, ensuring data integrity and automation on the server. In contrast, a Client Script is a client-side script that runs in the user's browser to manage form behavior and user interactions, providing a dynamic and responsive user experience.

152

What happens when the default update set is marked complete in ServiceNow?

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.

153

How do you upgrade your instance from one version to another?

Reference answer

To upgrade a ServiceNow instance from one version to another, you typically follow these steps: 1. Review release notes for the target version. 2. Back up your instance and take a snapshot. 3. Use the Instance Upgrade feature in ServiceNow (via System Upgrade section) to schedule or initiate the upgrade. 4. Test the upgrade in a sub-production instance (e.g., dev or test) first. 5. Resolve any conflicts or customizations that may break during upgrade. 6. Perform the upgrade in production after successful testing. 7. Validate functionality and update any custom applications as needed.

154

What is a GlideRecord in ServiceNow?

Reference answer

- GlideRecord is a server‑side API for querying and manipulating records in tables. - It allows developers to read, insert, update, and delete data. - It must be used carefully to avoid performance impacts. - It is one of the most commonly used APIs in ServiceNow scripting.

155

What is GlideRecord?

Reference answer

GlideRecord is a ServiceNow API used to query and manipulate records in the database.

156

What are the key features of ServiceNow ITSM?

Reference answer

Key features of ServiceNow ITSM include:

157

How are security configurations like ACLs, data formatting, and user permissions implemented in ServiceNow?

Reference answer

ACLs are created to control read, write, create, and delete access to records and fields. Data formatting is achieved through UI policies and client scripts to display data appropriately. User permissions are managed via roles and groups, assigning specific rights to access modules and data.

158

Can you set custom responses while using import set API?

Reference answer

Yes, you can set custom responses using the Import Set API by defining a scripted response in the transform map or using the sys_import_set_row table. For example, you can return a JSON object with custom fields like status, message, or error details by modifying the import set row after processing.

159

How to calculate the date difference and process no of days open?

Reference answer

To calculate the date difference and number of days open, you can use GlideDateTime in a server-side script. Example: var gdt1 = new GlideDateTime('2023-01-01'); var gdt2 = new GlideDateTime(); var diff = GlideDateTime.subtract(gdt1, gdt2); var daysOpen = diff.getDisplayValue();

160

What is the CMDB in ServiceNow and why is it significant?

Reference answer

The CMDB, or Configuration Management Database, is a vital component in ServiceNow as it serves as the central repository for storing information about all the IT infrastructure and services within an organization. It holds data on configuration items (CIs), such as hardware, software, and other assets, along with their relationships and dependencies. The significance of the CMDB lies in its ability to provide a comprehensive view of the organization's IT landscape, enabling better decision-making and more efficient management of resources. With accurate and up-to-date information on CIs, teams can quickly identify the impact of changes, assess risks, and resolve incidents faster by understanding the dependencies between different components. This ultimately leads to improved service delivery, reduced downtime, and increased overall operational efficiency.

161

What is flow designer

Reference answer

Flow Designer is a Now Platform® feature that enables process owners to automate work. Build multi-step flows from reusable components without having to code.

162

What best practices are followed to ensure security in ServiceNow?

Reference answer

Ensuring security in ServiceNow involves following best practices to protect data, maintain privacy, and control access across the platform. Some key best practices include: - Use roles to restrict access based on the principle of least privilege. - Define permissions at field and table levels for granular access control. - Enable Multi-Factor Authentication (MFA) and Single Sign-On (SSO). - Encrypt sensitive data in transit (HTTPS) and at rest (AES). - Use Business Rules for data integrity and validation during record updates. - Restrict admin privileges and monitor their usage. - Protect external integrations with secure authentication methods like OAuth. - Keep the instance updated with the latest security patches. - Mask sensitive information to prevent unauthorized access. - Enforce separation to prevent conflicts of interest. - Set up responses for fast action on security breaches. - Monitor activities through System Logs and Audit Logs to detect suspicious behavior. These practices help ensure data protection, access control, and overall platform security.

163

How to retrieve the number of rows in ServiceNow?

Reference answer

By using the getRowCount() function you can retrieve the number of rows.

164

What is a Client Script in ServiceNow?

Reference answer

- A Client Script is code that runs in the user's browser when they work with forms. - It can control field visibility, default values, and real‑time validation. - It improves user experience but should be used carefully to avoid performance issues. - It only affects the UI; server‑side validation is still needed for security.

165

How does ServiceNow identify an email reply?

Reference answer

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

166

What are Update Sets, and what are their limitations?

Reference answer

Explain the purpose of Update Sets, what gets captured, what does not get captured, best practices for naming and management, and common migration issues. Mention scenarios where application repository or CI/CD is preferable.

167

Tell me about a case where you'd use an asynchronous call

Reference answer

An asynchronous call is used when you need to perform a long-running operation without blocking the user interface, such as when calling a GlideAjax script to fetch data from the server while allowing the user to continue interacting with the page.

168

Fix script & background script in ServiceNow

Reference answer

Kindly refer below link https://www.servicenow.com/community/now-platform-blog/fix-script-vs-background-script-which-is-the-...

169

How do you handle performance issues in ServiceNow applications?

Reference answer

One common performance issue in ServiceNow development is inefficient scripting, which can lead to slow loading times and poor user experience. To address this, I ensure that my scripts are optimized by using best practices such as limiting the use of GlideRecord queries inside loops, utilizing GlideAggregate for data aggregation, and leveraging asynchronous server calls when possible. Another performance issue arises from excessive or improperly configured business rules and client scripts. This can cause unnecessary processing overhead on both the server and client sides. To mitigate this, I regularly review and consolidate redundant or overlapping rules and scripts, ensuring they run only when necessary and have appropriate conditions set. These proactive measures help maintain optimal performance in ServiceNow applications, ultimately enhancing user satisfaction and supporting overall business goals.

170

Difference between UI Policy and Client Scripts. If both are applied on same field, which will execute first?

Reference answer

UI Policies run on the server side and enforce field behavior (like mandatory, visible, or read-only) based on conditions, while Client Scripts run on the client side to perform actions like validation or dynamic calculations. UI Policies execute before Client Scripts when both are applied to the same field.

171

What's a Script Include and how does it make your life easier?

Reference answer

A Script Include is a reusable server-side script that can be called from business rules, workflows, or other scripts. It makes life easier by centralizing common logic, reducing code duplication, and improving maintainability.

172

How are order guides, catalog items, and process design managed in ServiceNow catalog management?

Reference answer

Order guides bundle multiple catalog items into a single orderable set. Catalog items are configured with variables, workflows, and approval rules. Process design involves building service catalog workflows to automate fulfillment and delivery of requests.

173

What is Delegate?

Reference answer

A Delegate is a user who is granted the authority to act on behalf of another user, such as approving requests or assignments, typically for a specified period.

174

What is the latest user interface in ServiceNow?

Reference answer

The latest user interface is UI16 interface. It came in Helsinki release.

175

What is Scoped Application?

Reference answer

A Scoped Application is an application developed within its own designated private scope. This isolates it from the global scope and other applications, providing better security, manageability, and preventing naming conflicts.

176

What is the Automated Test Framework (ATF)?

Reference answer

The Automated Test Framework (ATF) is a ServiceNow feature that creates and runs automated tests. It lets you record test steps, such as setting field values and clicking buttons and assertions, in a web-based interface. ATF is used for regression testing, especially before and after upgrades or significant changes. In an interview, you might be asked how you'd use ATF — for example, creating a test for a new catalogue item or validating that a workflow creates the expected records.

177

Can I use GlideRecord API both in client and server scripts?

Reference answer

No, GlideRecord API is primarily designed for server-side scripts (e.g., business rules, script actions, scheduled jobs). On the client side, you should use GlideAjax to call server-side scripts that use GlideRecord, or use client-side APIs like GlideRecord (Client-side) which is deprecated and not recommended. For modern applications, use GlideAjax for secure and efficient server communication.

178

How does a ServiceNow Developer support reporting and analytics?

Reference answer

- Builds or configures reports and dashboards needed by business. - Ensures data is structured to support reporting requirements. - Optimises queries used in reports for performance. - Works with reporting teams to deliver clear and useful views.

179

Describe how you configure SLAs for an urgent incident.

Reference answer

I would create a new SLA definition in the SLA module. The condition would match urgent incidents (priority = 1). The start condition would be “incident created,” and the stop condition would be “incident resolved.” I would also define a short target time, such as 4 hours, and attach it to the relevant priority rules.

180

What's the best method to import 1 million records into ServiceNow?

Reference answer

The best method is to use the Import Set API with batch processing, splitting the data into multiple CSV files or using direct database inserts via GlideRecord with batch commits. Use scheduled jobs to process in parallel, disable unnecessary business rules and indexes temporarily, and use database view import for large volumes.

181

What is an "Update Set"?

Reference answer

Update set is a platform where you can move all of your changes over to the "Production" instance safely.

182

What is ITSM, and how does ServiceNow support it?

Reference answer

ITSM stands for IT Service Management – a set of practices for delivering IT services effectively. ServiceNow supports ITSM by providing applications for incidents, problems, changes, service catalogues, and more, all aligned with ITIL's best practices. ServiceNow ITSM modules automate workflows such as incident escalation, change approvals, and service request fulfillment using predefined rules and intelligent routing. This streamlines processes, reduces manual effort, and accelerates resolution times. The CMDB underpins ITSM by tracking configuration items and their relationships, enabling more intelligent decisions and improving overall service delivery efficiency.

183

Challenges set up integration with ServiceNow

Reference answer

Please refer below Link https://www.servicenow.com/community/now-platform-articles/most-common-challenges-faced-during-servi...

184

How do you create a catalog item in ServiceNow?

Reference answer

To create a catalog item, navigate to Service Catalog > Catalog Definitions > Maintain Items, click New, and define the item name, category, and description. Then add variables (such as text, dropdown, or checkbox) to capture user input, and configure the workflow or flow to fulfill the request.

185

What are UI Actions?

Reference answer

UI Actions are buttons, links, or context menu items on a form or list.

186

How does Incident Management work in ServiceNow?

Reference answer

Incident Management helps restore normal service operations quickly. Users report issues via the portal or email, which creates an incident record. The system can auto-assign incidents based on category or location using Assignment Rules or Business Rules. Customization: You can modify the incident form layout, add mandatory fields, or use Flow Designer to automate notifications and escalations.

187

Explain the concept of update sets in ServiceNow.

Reference answer

Update sets are containers that capture changes made to a ServiceNow instance, such as configuration modifications, scripts, or table definitions. They allow developers to bundle updates and move them between instances (e.g., from development to production) via XML export/import, ensuring controlled and traceable deployments.

188

How do record matching and data lookup work in ServiceNow?

Reference answer

Here's how record matching and data lookup works: Record Matching: When creating a new incident, ServiceNow checks if there's already an existing incident with similar details (e.g., same short description or affected user) to avoid duplicate records. For instance, if you report an issue with a printer, the system might automatically find a matching record if another user has reported a similar problem. This helps in streamlining incident management by preventing redundant records. Data Lookup: In the Service Catalog, when a user selects a specific item like a laptop, ServiceNow can use data lookup to automatically fill in related details. This eliminates the need for manual data entry, reduces errors, and ensures that all relevant data is consistent across records. These features help improve efficiency, accuracy, and consistency across ServiceNow processes.

189

How do you debug scripts in ServiceNow?

Reference answer

- gs.info() - Debug Business Rules - Script Debugger

190

How to show or hide a field using a client script in ServiceNow?

Reference answer

You can use the g_form.setVisible('field name', 'value'); method to show/hide a field using client script.

191

What is the purpose of a client script in ServiceNow?

Reference answer

Client script is used to run JavaScript code on the client side (i.e., within the user's browser) to enhance user interaction with the ServiceNow platform. It helps manage the behavior of forms and fields in real-time, making the user experience more dynamic and responsive. Here are the main purposes of client scripts: - Field Validation: You can use client scripts to validate field values before the form is submitted. For example, ensuring that a phone number entered by the user follows a specific format. - Form Behavior: Client scripts can modify the behavior of form fields, such as hiding or showing fields based on the value selected in other fields. For example, if a user selects "Yes" in a dropdown for a certain question, a related field might appear. - Real-time Data Manipulation: You can dynamically update the values in fields based on user actions. For instance, when a user selects a specific department, a client script can auto-fill the related manager's name. - Improving User Experience: They enable features like auto-completion, field masking, or other interactive elements that make the interface more intuitive and user-friendly. Client scripts enable immediate feedback and interaction with the user without needing a server round-trip, which enhances performance and responsiveness.

192

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.

193

What is a Wait for condition activity?

Reference answer

A Wait for condition activity in a workflow pauses the workflow until a specified condition (e.g., a field value change or time-based event) is met.

194

What is ServiceNow and what are its key components?

Reference answer

ServiceNow is a cloud-based platform that offers IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) solutions. It streamlines business processes, automates tasks, and provides a centralized system for managing incidents, problems, changes, and other IT-related services. The key components of the ServiceNow platform include: 1. Tables: These are the foundation of the platform's data structure, storing information in a structured format. Each table contains records representing specific entities, such as users, incidents, or assets. 2. Forms: Forms provide an interface for users to interact with the data stored in tables. They allow users to create, view, and modify records within the system. 3. Workflows: Workflows automate multi-step processes by defining a sequence of activities, conditions, and approvals. They help streamline operations and ensure consistency across the organization. 4. Business Rules: These are server-side scripts that execute automatically when certain events occur, such as creating, updating, or deleting records. Business rules enforce data integrity and implement custom logic based on specific requirements. 5. Client Scripts: Client scripts are JavaScript code snippets that run on the client-side, enabling dynamic form behavior and enhancing user experience. 6. Integrations: ServiceNow supports integration with various external systems through APIs, web services, and other methods, allowing seamless data exchange and process automation between different platforms. These components work together to deliver a comprehensive solution that enables organizations to efficiently manage their IT services while aligning them with overall business goals.

195

Explain the role of the CMDB in ServiceNow.

Reference answer

The Configuration Management Database (CMDB) in ServiceNow is a centralized repository that stores information about IT assets, infrastructure components, and their relationships. It supports impact analysis, incident correlation, change management, and helps maintain a clear view of the IT environment for better decision-making.

196

Write a script to check if a user has a specific role before allowing them to update a record.

Reference answer

To check if a user has a specific role before allowing them to update a record, you can use the following script: if (gs.hasRole('role_name')) { // Allow update } else { gs.addErrorMessage('You do not have the required role to update this record.'); } This script checks the user's role and either allows the update or displays an error message.

197

What is ServiceNow and what is an application in ServiceNow?

Reference answer

ServiceNow is a cloud-based ITSM tool that provides a single system of record for IT services, operations, and business management through automation. It allows for broad control over resource allocation and service process flows. An application in ServiceNow is a group of modules that provides related information, such as a change application with modules for creating and viewing change tickets.

198

What is a gauge in ServiceNow?

Reference answer

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

199

What is the difference between Roles and Groups?

Reference answer

- Roles provide permissions - Groups are collections of users assigned to tasks

200

What is Client transaction timing in ServiceNow?

Reference answer

Client transaction timing provides more information on the duration of transactions between the client and the server. This requires activating the plugin – "Client transaction timing plugin".

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