Interview Q N A

#. What exposure have you had to the ServiceNow Platform?
Describe in detail your experience working on the ServiceNow

Platform. You can list some examples of working with the
platform in various positions.
#. What implementations have you done?

For this ServiceNow interview question – it might be helpful for
you to make a list beforehand. Employers want to see evidence
that you have worked with ServiceNow long enough to have a
good grasp of the system. They want to know that you can solve
problems and be trusted to manage the tools you have.
#. Can you tell me any major projects you have worked on

previously?
What was the project?
How did you contribute?
How did you influence others?
What was the outcome?
How would you bring those skills to this job?
What were they key deliverables?
How did you plan your time?
What were the key technical aspects?
#. Talk about real life examples of your experiences:

Obviously, you’ve landed the interview because you have the work
history to prove that you are capable of doing the job. But an
employer wants to get a handle on your deeper knowledge. The
interviewers will be looking for specific examples of exactly what
projects you did, not what the team’s role as a whole was, or
what you would do in a hypothetical situation.
Be ready to answer questions about your experience in the

following subjects (if relevant):
Development
Processes
Design Work
Workflows
Architecture
Management
Leadership
Technical Knowledge
#. Which ServiceNow modules do you specialize in – and why?
As this is also an experiential question, be prepared to cover the
following topics if asked this question:
What modules?
What did you do with the modules?
Which modules are your specialty?
What skills can you bring to the job to help expand their platform?
#. Do you have leadership experience?

This is a big one – one of the many non-technical ServiceNow
interview questions you may be asked. It might be one of the most
important questions you will have to answer at your interview.
What does it take to be a good leader, and do you have
experiences and examples to provide to your employer? We can
break this answer down to “soft skills” that you should be able to
talk about.
Communication skills: Good communication skills are essential in

the spoken and written word. You will need to be capable of
discussing projects and assignments with your teammates. This
needs to be in a constructive manner to make sure the process
runs smoothly.
Problem solving: Employers want to know that you can solve
problems that may arise. Natural-born project managers will have
this skill, and it is something which cannot be taught or learned
over time. Being able to prove this with examples is essential in
landing your dream job.
Teaching ability: ServiceNow professionals who can teach their
know-how and new technology to other users and employees are
absolutely essential. It is of the utmost importance that a
ServiceNow professional possesses the ability to share their
thoughts with their team and listen to their peers.
Team building: Going hand-in-hand with teaching ability, a good
employee should be able to bring a team together. They should be
able to give feedback and allow the team an opportunity to try
new things, as well as to reward their team when they have done
well. Team leaders should also be able to handle a conflict without
letting tensions get too hot – conflict resolution skills are a big
part of team building.
#. Have you had face-to-face experience with clients or

stakeholders?
This is another that falls under the soft skills. A well-rounded
employee will be highly-skilled in both the technical side of their
job, as well as the customer-facing side. Your boss will want to
know you can handle yourself if faced with telling a client or
stakeholder about technical information in a manner that they
can understand. Be ready for this question during your
ServiceNow interview with an example of a time that you have
had a successful experience speaking to clients or stakeholders.
You can talk about the following points:
How do you manage your clients’ needs and expectations?

How do you manage your day-to-day interactions with your
clients?
How do you manage workflow from your client or clients?
#. What are your strengths?

Your interviewer is looking for a direct answer as to what you are
good at and how it is going to add value.
This is one of the most common ServiceNow interview questions,

or in any interview — there is no excuse for being unprepared for
this one. Concentrate on discussing your main strengths; listing
three or four explanations of how they could benefit the employer.
Strengths to consider include technical proficiency; ability to learn
quickly; determination to succeed; positive attitude; your ability to
relate to people and achieve a common goal. You may be asked to
give examples of these – so have something ready.
#. What is your biggest weakness?

The dreaded interview question: What is your greatest weakness?
It’s often debated, but we have insight from our top ServiceNow
consultants who have successfully prepared candidates for
interviews; you should be honest about your technical areas for
improvement and your commitment to learning new skills. This
will handle the interviewers’ potential objections up-front,
however, it is very important to never give generic weaknesses
such as ‘I work too hard.’
Final tips
Approach your interview feeling confident in your skillset and

knowledge. Remember, you are the expert and that’s why you are
in the room! Some of the biggest deciding factors in an interview
are based – not only on your skills and how you’ve answered their
questions – but on your body language.
Body language dos

Ensure a firm handshake
Walk slowly, deliberately, and tall upon entering the room
Maintain eye contact throughout your interview
Look away occasionally, as not to stare, looking confidently and
calmly to the right or left; never look down
Listen
Be alert and enthusiastic
Smile, nod, and give nonverbal feedback to the interviewer
Body language don’ts
Have a poor/limp handshake
Display laziness
Be aggressive or act in a superior, conceited or overbearing way
Have a poor voice, diction, or grammar
Look distracted, look down or avoid eye contact
Talk too much
Lose concentration or attention
How do I answer questions about my competency?

Competency based interview questions are slightly different to the
style you may be used to. They will tend to focus on past
situations and your behavior in those situations. Competency
Questions are likely to start with: Please give me an example
when” or, “Please describe an occasion” and will relate directly to
the essential criteria or competencies required to perform the job.
You can choose to use relevant examples from your current job or
any jobs in the past. It is likely that the interviewers will then
follow with some probing questions, possibly clarifying a
particular area. They will be interested in the outcome of the
situation, whether there was anything you learned from the
experience, etc.
Explain the situation in a way that demonstrates your competency
Describe the task or tasks required of you given the above
situation
Discuss the actions you took in relation to the above situation and
task(s)
Define the specific results that occurred as a result of your actions
for Jobs :
https://docs.google.com/forms/d/e/1FAIpQLSd6-
vPSsJetJ5WqxGxxvx5OU8n1fklQMhsunZugA27NdhM3PA/viewfor
m
Java Scripting
• Difference between Client Script and Business Rule?

Ans- A business rule is a server-side script that runs when a record
is displayed, inserted, updated,or deleted, or when a table is
queried.
A Client scripts run on the client (web browser). You can use client
scripts to define custom
behaviors that run when events occur such as when a form is
loaded or submitted, or a cell changes value.
• What is UI Script and give me any example where you used UI
Script?
Ans-- UI scripts provide a way to package client-side JavaScript
into a reusable form, similar to how
script includes store server-side JavaScript. Administrators can
create UI scripts and run them from client
scripts and other client-side script objects and from HTML code.
• D/B UI Policy and Data Policy?

Ans-- Basically the UI policy is client side and the Data policy is
"server side".If you want to test, make a read only UI policy on a
field description and then try to modify this field on a "list
view".Then, do the
same with the data policy.So UI Policy is more useful if you want
to display fields and data policy if you want to make mandatory or
readonly fields (without ACLs) .
Data policies enable you to 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.
• Difference between glide system and glide record?

Ans-- The GlideSystem API provides a number of convenient
methods to get information about the system, the current logged
in user.
Server-side
● System and user data
● Referenced by gs
● Doesn’t need to be invoked
● Helper methods
GlideRecord-
● Server side
● Used for database operations (CRUD)
● Generates SQL for you
●
•stages
○ Building a query
○ Process records
• What is better alternative to using global business rule?

Ans-- A global Business Rule is any Business Rule where the
selected Table is Global. Any other
script can call global Business Rules. Global Business Rules have no
condition or table restrictions
and load on every page in the system. Most functions defined in
global Business Rules are fairly
specific, such as an advanced reference qualifier on one field of
one form. There is no benefit to
loading this kind of script on every page.
Script includes only load when called. If you have already written a
global Business Rule, move the
function definition to a Script Include. The name of the Script
Include must match the name of the
function for the Script Include to work properly. There is no need
to modify any calls to the named
function.
• Can a schedule job invoke an inactive business rule?

Ans--Nope,You can do the vice versa, invoke an onDemand
scheduled job from
a BR(or any serverside script) but not the opposite.
Instead of trying that, why dont you write code in the job itself to
do the action that the inactive BR
is supposed to do.
• What the setForceUpdate() function does?

Ans-- Updates the record even if fields have not changed.
• What is the significance of setLimit(n) function?
Ans-- Sets the limit for how many records are in the GlideRecord,
Limit for records to fetch.
var gr = new GlideRecord('incident');
gr.orderByDesc('sys_created_on');
gr.setLimit(
•
•;
gr.query();
• Can you update a record without updating its system fields(like

sys_updated_by, sys_updated_on)
autoSysFields
‘autoSysFields’ is used to disable the update of ‘sys’ fields
(Updated, Created, etc.) for a particular
update. This really is only used in special situations. The primary
example is when you need to
perform a mass update of records to true up some of the data but
want to retain the original update
timestamps, etc.
//Change the category of all 'software' incidents to 'hardware'
without updating sys fields
var gr = new GlideRecord('incident');
gr.addQuery('category', 'software');
gr.query();
while(gr.next()){
gr.category = 'hardware';
gr.autoSysFields(false);
gr.update();
}
• What is g_scratchpad and where we can use?

Ans--https://garrettnow.com/
•
•
•
•
•
•
•
•bite-
•
•display-business-rulesg_scratchpad/
OrOnLoad and Onchange
●
•
• In a UI policy, can we add gs.addinfomessage?
Ans—No. https://docs.servicenow.com/bundle/kingston-
applicationdevelopment/page/script/general-
scripting/reference/r_ScriptingAlertInfoAndErrorMsgs.html
•
• Current.update() used on before or after business rule?
Ans-- Avoid using current.update() in a business rule script. The
update() method triggers business
rules to run on the same table for insert and update operations,
leading to a business rule calling
itself over and over. Changes made in before business rules are
automatically saved when all
before business rules are complete, and after business rules are
best used for updating related, not
current, objects. When a recursive business rule is detected, the
system stops it and logs the error
in the system log. However,current.update() causes system
performance issues and is never
necessary.
You can prevent recursive business rules by using the
setWorkflow() method with the false
parameter. The combination of the update() and setWorkflow()
methods is only recommended in
special circumstances where the normal before and after
guidelines mentioned above do not meet
your requirements.
•
• What is ran on the client side and what is ran on the server side?
Ans—
•
• How can you cancel a form submission through client script?
Ans--function onSubmit(){
g_form.submit();
Return false;
}
•
• What will happen if I make a client script 'global’?
Ans—If you make a client script global it will be only able to
operate on an application in the global scope. If you're working in
a scoped app you will need to set it the application of your client
script to the name of your scoped application.
IMP link—(https://www.servicenowguru.com/scripting/client-
scriptsscripting/gform-getreference-callback/)
• What is power shell script and where we are using?
Ans--http://www.john-james-andersen.com/blog/service-
now/powershellprobe-and-utility-for-servicenow.html
BASIC CONFIGURATIONS
• What is a Servicenow knowledge base?

Ans-- knowledge bases contain articles that provide users with
information such as self-help,troubleshooting, and task resolution.
• What is the sequencing of publishing a Knowledge Article?

Ans-- Draft → Review → Published → Retired
• Where do you go in Service Now to change the banner and

colors?
Ans-- System Properties > Basic Configuration UI
• What are the basic components of workflow?

Ans-- Approvals
○ Conditions
○ Notifications
○ Timers
○ Tasks
○ Utilities
○ Subflows
• What is BSM?
Ans—
• How do you limit file attachments?

Ans--https://docs.servicenow.com/bundle/helsinki-
platformadministration/page/administer/formadministration/tas
k/t_LimitingAttachmentFileSize.html
• What is the notification flow and how can a notification be sent

out?
Ans--Can be triggered by:
○ CRUD operations on tables (Business Rules)
○ Workflow activities
○ Scripts (Scheduled Jobs, Web Services, etc.)
● Must be registered
● Event components:
○ Registry
○ Event action (Script Action, Notification)
○ Event log
• What is the latest service now user interface and when it was
released?
Ans—UI16 is the most recent of the supported UI versions
•What is dictionary override?

Ans--http://www.servicenowelite.com/blog/
•dictionary-override
• What do you mean by coalesce?

Ans--
Configuring a target field to coalesce causes the import set to
treat the field as a unique key. When
selected, the import set application attempts to match source
values to records with values from an
existing record. If a match is found, the transform map updates
the record instead of creating a new
record. When false, the import set application always creates new
records for each transformation. If
multiple fields are set to coalesce, all coalesce values must match
an existing record. If two fields
are set for coalescing and a matching value is found for one of the
coalescing fields but not on the
other, a new record is inserted.
You must create an index on the target table if none of the
coalesce fields are indexed, starting with
the Fuji release. Indexing can improve performance for read and
write operations. If one or more
coalesce fields already has an index, you do not need to create an
additional index. After setting the
Coalesce value for all fields on the target table, use the Index
Coalesce Fields related link to
create an index. Before creating the index, ensure that the
Coalesce value is set correctly for all
fields on the target table to avoid creating unnecessary indexes
for the same target table.
http://www.servicenowelite.com/blog/
coalesce-methods
• What happens when a user make some changes the homepage

Ans—
• What is Schema map?
Ans-- Table schema maps are a very useful tool to aid in
visualizing the setup of a table and its relationships to other tables
and fields in ServiceNow. While the schema map is useful, it can
also be difficult to navigate to unless you know exactly where to
look. The only place in the system to access the schema map is
from the ‘Tables and Columns’ module and this is only available to
users with the admin role. In this post I’ll show you how you can
make the schema map for a given table more accessible by
creating a global UI action link that allows you to display the table
schema map from any form in the system – for any role you want.
• What is a dashboard?
Ans-- Dashboards enable you to display multiple Performance
Analytics, reporting, and other widgets on a single screen. Use
dashboards to create a story with data that can be shared with
multiple users.
Diff between Dashboard ans Homepage is that
•UI difference,
• Dashboard has extra feature called adding tabs.
• When we publish a report, for whom is it available? Is it for
everyone who has the URL?
Ans-- Publish a report to create a URL that anyone can use to
access the report, including people who are not users. When
anyone navigates to the URL, the report is generated with
current data from the instance. Reports are available until they
are unpublished. There are limitations to what users see when
they follow the publish URL for a report:
● Data that is visualized as a graphic report and not limited by

business rules is always visible in published reports. Graphic
reports are all reports except for list reports.
● Read ACLs govern the content of list reports. Users cannot see
records for which they do not have access.
• What do you understand by star (*) and none condition in ACL?
Ans-- If you define a READ ACL with:
table.None for Admin & ITIL
Result: Both Admin and ITIL will be able to view all records
because they have read access to all records with no field
restrictions.
If you define a READ ACL with:
table.None for Admin & ITIL & Table.* for Admin
Result: Only Admin will have read access because the Table.* is an
explicit rule at the field level that grants only Admin read access to
all fields.
•table.None for Admin & Table.* for ITIL
Result: ITIL will not be able to view any records because they only
have read access at the field level and not at the Record/Row
level.
• What is an event queue? From where can it be called?

Ans-- Can be triggered by:
○ CRUD operations on tables (Business Rules)
○ Workflow activities
○ Scripts (Scheduled Jobs, Web Services, etc.)
● Must be registered
● Event components:
○ Registry
○ Event action (Script Action, Notification)
○ Event log
eventQueue(‘event.name’, current, parm1, parm2)
• Difference between Response and Resolution SLA?

Ans-- Whenever incident got created and assigned to some group.
Then in how much time that incident got assigned to some person
withing the group is Response time for the incident.
Resolution time is how much time it took to give solution for the
incident from the creation time to resolved time.
• What is retroactive in SLA?
Ans-- When a task record changes, typically a new SLA may be
attached, with a new set of timing information. This is useful if
you are re-assigning an incident to another group and want to
attach a new SLA record with new timing
information.
However, you may want to retain time information for the task in
specific
situations. For example, an incident is raised with a priority of
•- Moderate and
the priority changes to
•- Critical after
•hours. A priority
•SLA is attached to
the incident at that time. You can use retroactive start to ensure
this SLA timing is adjusted retroactively to count from when the
incident was first created, rather than from when the incident's
priority changed. This reflects the actual time the user contacted
you.
You can use the retroactive pause property to apply pause times
to the new SLA.
• How to enable multi-lingual in Service Now?

Ans--https://docs.servicenow.com/bundle/jakarta-
platformadministration/page/administer/localization/task/t_Acti
vateALanguage.html
• What is wizard and interceptor in service now?

Ans-- Administrators can create wizards to provide a step-by-step
sequence of dialog boxes
that lead the user through a procedure. For example, a wizard
may lead users through
reporting an incident (creating an incident record) without
opening a list or form.
An interceptor creates an interim step between requesting a new
record and it being created.
An example is when you click on create new in the change request
table you are taken to a
landing screen where you can choose which type of change you
want to raise, standard,
normal or emergency.
You can also use interceptors as a kind of questionnaire/wizard
tool to extract specific
information in an ordered way from your users, it's a bit
cumbersome for most processes but
there might be some situations where it might be useful
• What is generate task functionality in workflow?

Ans—(Record)
•Give me an example where you used approval coordinator

activity in workflow?
Ans-- The Approval Coordinator activity creates an approval
whose outcome depends on the outcome of one or more child
activities, including one or more Approval - User, Approval -
Group, and/or Manual Approval activities.
Note: This activity is only available when the workflow runs on a
table that extends Task.
https://docs.servicenow.com/bundle/kingston-servicenow-
platform/page/administer/workflowactivities/reference/r_Approv
alCoordinator.html
• What is domain separation?
Ans-- Domain Separation is designed to control what fulfillers can
see and do. ServiceNow applications have been typically designed
so that a fulfiller has access to all the tasks in a particular
application and the application works consistently for each
person. Domain separation tags configuration and data so that
the platform can choose what is relevant for a particular user at
the appropriate time.
Domain Separation helps achieve three specific goals:
Process separation: In process separation, configuration such as
Business Rules or Client Scripts are selectively applied. A customer
of an MSP may have different assignment rules to another.
UI separation: In UI separation, different domains may have
different forms and related lists, as well as different options in
choice lists. The latter ability is very handy to have different
categorization options per MSP customer.
Process and UI separation are both considered as configuration.
When I refer to configuration separation, I'm referring to both
process and UI separation.
Data separation: In data separation, records such as other users,
tasks, or
locations are only available to the right people. This means that a
user that works
for an MSP's customer, perhaps even one with fulfiller rights such
as the itil
role, would only see records for their company.
• What among the following are domain independent – client

script, businessrule, schedule job, script include)?
Ans—Script include
• In workflow what is the difference between a timer and a wait
for condition?
Ans-- Wait for condition will hold the flow until a field changes to
a desired value. This is very useful in a branched workflow,
perhaps to detect a canceled state.
Wait for Condition will only check its condition after the record is
updated in the database. Unless the record is saved, changing a
field on a form will not trigger anything. Note that the workflow is
only evaluated when the record itself is updated; you may need to
write script to broadcast the update event if you want the
workflow to move on from other situations.
Another way to hold up a workflow is through a Timer. It is very
flexible, offering percentages, scripts, schedules, and time zones to
work out how long it should wait. This activity is not dependent on
the record being updated.
• What is difference between Order guide and Record Producer?

Ans-- An Order Guide is a mechanism to order multiple catalog
request items. By
answering some initial questions, the order guide can bundle
together several
catalog request items and put them all in the cart.
A Record Producer creates a record in a table of your choice. It
provides an
alternative friendly interface, which means that end users do not
need to see the
standard form. Record Producers could create reservations,
guests, maintenance
tasks, or any other record, which in ServiceNow means anything!
• What does the Client Transaction Timings plugin does?

Ans-- The Client Transaction Timings plugin enhances the system
logs by providing more
information on the durations of transactions between the client
and the server.
https://docs.servicenow.com/bundle/geneva-
servicenowplatform/page/administer/time/reference/r_ClientTra
nsactionTimings.html
•
• What is the life cycle of Release Management ?
Ans--
•
• What is the life cycle of a CI or Asset ?
Ans—
•
• What is watermark in notifications?
Ans-- By default, the system generates a watermark label at the
bottom of each notification
email to allow matching incoming email to existing records. Each
watermark includes a random
•
•character string that makes it unique.
https://docs.servicenow.com/bundle/jakarta-
servicenowplatform/page/administer/notification/concept/c_Wor
kingWithWatermarks.html
•
• How to re-set the number counter?
Ans--https://www.servicenowguru.com/scripting/numbering-
existing-records/
INTEGRATION
• What is LDAP Integration and its use?

Ans-- LDAP is probably the most common integration. It pulls in
users and groups, most often
from Active Directory. This is typically the source of user
information
An Lightweight Directory Access Protocol (LDAP) server is just
another data source. In
theory, it could store any information, meaning an LDAP server
can be used like a database.
However, LDAP most commonly stores user data, including
information such as their
phone number, e-mail address, and location.
An LDAP server also has the extra capability of authentication. In
ServiceNow, these two
functions are distinct and operate independently of each other,
though they are obviously
connected. Many LDAP servers, such as Active Directory, will also
have the capability for
single sign-on (SSO)
• Which port needs to open while doing LDAP integration?

Ans-- Port
•
•
• but in that case you should explicitly verify that encryption is
being done.
• What is the purpose of using SAML

•
•(SSO)?
platformadministration/page/integrate/saml/concept/c_SAML
•
•ebBrowserSSOProfile.html
• Pre-requisite to enable SSO (SAML

•
•?
Ans—mastering servicenow page no.
•
•
•
• What is metadata in SAML

•
•
Ans-- SSOCircle also produces metadata,
Application Explorer shows all the application files associated with
the application. Every
time you make any configuration, an entry is made in the
Application Files
[sys_metadata] table. This associates the table, form, e-mail
notification, or script that you
made with your application.
• What is keystore in SAML

•
•
Ans-- You can add Java keystores to the SAML application if you
want another repository for
your SAML security certificates.
• What is
•
•
•x certificate in SAML
•
•
Ans—The IdP certificates. You can add as many certificates as
necessary after you
install them. When there are multiple certificates, the system uses
the first active
certificate that is found.
• What is E- Bonding ?
Ans—
•
•Difference between SOAP and REST, and what is the purpose of
using it?
Ans-- http://spf
•
•com/post/soap-vs-rest/
•
•Which port need to be enable while doing SOAP and REST
integrations?
Ans—By default, SOAP/REST runs over HTTP is aimed at using port
•
• for HTTPS is aimed at using
port
•
•
•
•
• What is data source integrations. Any idea what kind of ports
need to be
open while doing?
platformadministration/page/administer/import-
sets/concept/c_DataSources.html
•
• Have you worked on Email Inbound Integrations?
Ans—
•
• How to check error handling while doing any integrations?
Ans—
•
• What kind of possibility if we get error code
•
•
•or
•
•
•
Ans—
•
•
•User is not authorized to use this API.
•
•
• The requested resource was not found. This can be caused by an
ACL constraint or if the resource does not exist.
•
• If any transaction is successful what kind of success code we
received ?
Ans—
•
•
•
https://docs.servicenow.com/bundle/geneva-
servicenowplatform/page/integrate/inbound_rest/reference/r_RE
STAPIHTTPResponseCodes.html
•
• Pre- requisite for enable Discovery plugin?
Ans—
•
• What is props and sensors in Discovery?
Ans—
•
• Difference between LDAP and LDAP's?
Ans-- LDAP, by itself, is not secure against active or passive
attackers:
● Data travels "as is", without encryption, so it can be spied upon
by passive attackers.
● Active attackers can manipulate the stream and inject their own
requests or modify the
responses to yours.
At best, basic LDAP may rely on some authentication mechanism
(through SASL) which is
not trivially broken by an attacker: if the authentication is of the
"show the password" type,
then a passive eavesdropper can learn the password and then
connect to the server with your
identity; slightly more advance protocols, like CRAM-MD
• avoid that specific problem, but will
still do nothing against attackers hijacking your connections or
spying on your actual requests
and responses.
So, really, if you value your security, then use SSL (i.e. "LDAPS"). In
many respects, this is just
like HTTP vs HTTPS.
•
• Have you worked on SCCM integrations and what kind of data
we discover
from SCCM?
Ans—
•
• What is transform script?
Ans— Transform Map scripts allow you to customize import
operations using a
robust programming interface to introduce advanced logic.
A transform map script executes as events occur while an import
set is being
transformed onto a ServiceNow table. Transform Map scripting is
fully
integrated into the ServiceNow scripting environment
a) onStart
b) onBefore
c) Transform Map Script (right before the update takes place)
d) Fields Mapped Transforms
e) onAfter f) onComplete
•
• What do you understand by Chasis Type in SCCM integrations?
Ans—
•
• Have you worked on to install mid-server, if yes so what are all
prerequisite?
Ans-- The MID server can be installed on either a Windows or
Linux host, and in
•
• or
•
•bit
versions. The MID server needs at least
•GB of RAM with a multicore CPU over
•GHz. It
is often hosted in a virtual machine.
Setting up the server
• Navigate to MID Server > Downloads and click on the required
package. It is
downloaded as a ZIP file from a ServiceNow web server. The
instance will direct
you to the right version.
• Once downloaded, unzip it to a directory of your choice. The

package includes
the correct version of Java, so it is relatively self contained-no
compilation
required!
• Run the start.sh or start.bat scripts to get the MID server

working.
• Navigate to MID Server > Servers; after a few seconds, you

should see a record
indicating that the MID server has checked in and registered itself.
If things have
gone wrong, look at the MID server log files and those on the
instance.
• Once it is listed, open up the MID Server form, and click Validate.
This confirms
that this MID server is available for use with this instance. You
should see then a
MID server that has a Status of Up, and Validated is Yes.
•
• What is Orchestration in service now, have you ever used and
what kind of
scripting language used?
Ans- ServiceNow Orchestration extends the base Graphical
Workflow functionality to new
levels. Rather than focus on automating tasks, Orchestration
automates things outside of a
ServiceNow instances, to affect remote services, servers and
applications.
It provides several additional features, including:
Pre-built activity packs, including ways to integrate easily with
Active Directory,
run PowerShell on remote servers, use SSH to copy files and
execute commands,
and more.
Build your own activities much more easily, perhaps without
scripting. It parses
and maps data, checks output, shares information between
activities.
The Orchestration databus provides a better way to share
information between
activities. It lets you drag outputs from one activity to the inputs
of another. The
databus is available for activities built with it in mind.
•
• What is the name of table in which we store relationship data of
CI's?
Ans—cmdb_rel_ci i.e. CI Relationships
•
• What is the table name which we expose as a web service to
receive
attachments in service now from any third part tool?
Ans—Target table will be sys_attachment.
But we never expose this to third party tool. We create a import
set table or Attachment API for this.
•
• What is payload in ecc queue ?
Ans—contains the data itself.
•
•What type of VPN does ServiceNow support?
Site-to-Site between data center and customer data center, is the
type of VPN
supported by ServiceNow
•
•What do you understand by having an Increade security with a
VPN?
With a VPN we have:
Securing (encrypting) connections which originate at ServiceNow
and destined for the
customer's network
-Access to customer's LDAP server
-JDBC access/integration with a customer's database
•
•How many VPN tunnels does ServiceNow support and why
Minimum of
• maximum of
• Not supported to serve multiple geographic regions or
disparate networks within client organization
•
•What is LDAPS?
LDAPS means, LDAP over SSL
•
•What is the port that the normal LDAP communicate through?
The Standard LDAP integration communicates over TCP on port
•
•
•
•
•What if the customers can't use LDAPS?
If the customers can't use LDAPS then a VPN should be used
•
•For the VPN for JDBC & Web Services is it Recommend to install
any Mid Server?
Yes, it is Recommended to install Mid Server inside network, Mid
server will
communicate with instance over HTTPS
•
•What could be a case where the ServiceNow doesn't support the
VPN?
The VPN is not supported if ServiceNow is configured to utilize
mail.service-now.com
for SMTP and POP
•
CMS
• What is drop zone in CMS?

Ans—
● (What is drop zone in CMS .
● •What is CMS and Why do use it .
● •How we can configure multi- lingual home page in service now
via CMS
● •What is dynamic content in CMS.
● •What is new came in CMS
● •Have you ever used jelly in CMS.
● •What is Service Portal?
● •Have you worked on Angular JS?
● •What is the benefit of using Angular JS.
● •What is the difference between A JS and HTML?
● •What is Page?
● •What is Widget?
● •What do we use in Page?
● •What do u use in widget?
● •What are directives?
● •How will u call filter in AJS?
● •What is ng-app?
● •What is ng-init?
● •What is ng-model?
•What is MVC?
ITIL KNOWLEDGE
• If we used an external organization to help us develop part of

our service,
what would that be called?
Ans—
• Can you name

•types of SLA?
Ans—SLA,OLA and Underpinning Contract
• Why would you use SACM?

Ans—Sacm is stand for service asset and configuration
management.By
capturing the information keeping it up to date, we help people to
make
informed decision at the right time.
• What is an OLA?
Ans—SlA type and The easiest way to understand it is:
SLA for end users
OLA inside (IT) department(between same Department Groups)
UC with external people (vendors)
• What are the stages of the ITIL lifecycle(v

•?
Ans-- (i) Service Strategy,
(ii) Service Design,
(iii) Service Transition,
(iv) Service Operation and
(v) Continual Service Improvement
• Release and Deployment Management is part of which phase?

Ans—Service Transition
• What are the parts of the Service Strategy?

Ans-- https://wiki.en.it-
processmaps.com/index.php/ITIL_Service_Strategy
• What is the Difference between Utility and Warranty?

Ans-- Utility – Functionality offered by a Product or a Service to
meet a particular need. Utility is
often summarized as “what it does”.
Warranty – A promise or guarantee that a Product or a Service
will meet its agreed requirements
(“how it is done”).
• What are different parts of service portfolio?

Ans—
•
• What is the major difference between ITIL v
•and ITIL v
•
Ans--
---------------------------------------------------------------------------------------
--
Where is workflow versions captured?
ans-Update sets
Which field should be there in table that identifies that it should
be captured in Update Sets?
ans-Each update set is stored in the Update Set [sys_update_set]
table, and the customizations that are
associated with the update set, which are entries in the Customer
Update [sys_update_xml]table,
appear as a related list on the update set record.
SET 2
1. What is ServiceNow?
Answer: ServiceNow is a cloud-based ITSM tool. It provides a
single system of record for IT services, operations, and business
management by automating IT service applications and processes.
All aspects of IT Services can potentially live in the ServiceNow
ecosystem of modules, and thus, it gives us a complete view of
services and resources. This allows for broad control of how to
best allocate resources and design the process flow of those
services.
2. What is a business rule?

Answer: A business rule is server-side scripting that executes
whenever a record is inserted, updated, deleted, displayed or
queried. The key thing to keep in mind while creating a business
rule is that when and on what action it has to execute. You can
run the business rule ‘on display’, ‘on before’ or ‘on after’ of an
action (insert, delete, update) is performed.
3. What is the dictionary overrides?

Answer: Dictionary overrides provide the ability to define a field
on an extended table differently from the field on the parent
table. For example, for a field on the Task [task] table, a dictionary
override can change the default value on the Incident [incident]
table without affecting the default value on Task [task] or Change
[change].
4. What is the scorecard?

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

Answer: Data policy checks the mandatory and read-only of a field
whenever a record is inserted or updated through a web-service or
import set.For example: If a mandatory field in the incoming
record (from import set or web-service) is empty then the data
policy will not allow inserting that record into the table.
6. What Do You Mean By Coalesce?

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

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

Answer: The HTML sanitizer automatically cleans up HTML
markup in HTML fields to remove unwanted code and protect
against security concerns such as cross-site scripting attacks. The
HTML sanitizer is active for all instances starting with the Eureka
release.
9. What Do You Mean By Term “application” In Service Now?

Answer: Application is a group of modules that provides its related
information. For example, a change application provides
information related to the change process. It consists of modules
like create change tickets, view change tickets, etc.
10. What Is A Record Producer?

Answer: A catalog item that allows users to create task-based
records from the Service Catalog is called as a record producer.
For example, creating a change record or a problem record using
record producer. Record producers provide an alternative way to
create records through Service Catalog.
11. What is Performance Analytics in ServiceNow?

Answer: Performance Analytics is an additional application in
ServiceNow that allows customers to take a snapshot of data at
regular intervals and create time series for any key performance
indicator (KPI) in the organization.
12. What do you mean by the term “Application” in ServiceNow?

Answer: Application is a group of modules that provides its related
information. For example, a change application provides
information related to the change process. It consists of modules
like create change tickets, view change tickets, etc.
13. What is the dictionary override?

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

Answer: The Client Transaction Timings plugin enhances the
system logs by providing more information on the duration of
transactions between the client and the server. By providing
information on how time was spent during the transaction,
performance issues can be tracked down to the source by seeing
where the time is being consumed.
15. What is the Schema map?

Answer: The schema map displays the details of tables and their
relationships visually, allowing administrators to view and easily
access different parts of the database schema.
16. What do you mean by data lookup and record matching?

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

Answer: View defines the arrangement of fields on a form or a list.
For one single form, we can define multiple views according to the
user preferences or requirements.
18. Define record producer?

Answer: It is a kind of catalog item that lets users develop task-
based records from the service catalog. You can develop a
problem record or change record with a record producer. It offers
an alternative idea to develop records via the service catalog.
19. What is the application and how to disable or enable it?

Answer: Application is a collection of modules that offers its highly
related information. While speaking about change application, it
offers the data related to the change process. It includes certain
modules such as view change tickets, changes ticket, etc. Search
to “Application Menus” module which is under device definition
application. After that, open a suitable application that needs to
be disabled or enabled. Prefer active as of right to enable an
application or prefer active to wrong option to disable the
application.
20. Which method do you use to get all the active/inactive records
from a table?
Answer: You can use add Active Query() method to get all the
active records and add Inactive Query() to get the all inactive
records.
21. What do you mean by impersonating a user? How it is useful?

Answer: Impersonating a user means that you can log in to the
system as that user and can have felt how the service-now UI is
set for that user. This is very useful while testing. For example, if
you are required to test that a user can access change form or not.
You can impersonate that user and can test instead of logging out
from your session and logging again with that user credentials.
22. How has CMDB evolved to handle the new dynamic virtual and
cloud environments?
Answer: CMDBs now have to track additional CI attributes in these
dynamic environments. They also have to be prepared to be less
“definite” about the physical location of a particular CI. For
example, in a virtual/cloud world, applications can be moving
from machine to machine continually –- and so this creates some
new challenges for a CMDB.
Additionally, ServiceNow has introduced runbook automation

capabilities to the CMDB. So those dynamic virtual and cloud
environments can be created and provisioned directly from within
ServiceNow -– and then information is automatically fed back into
the CMDB for ongoing configuration management.
23. What is ServiceNow Technology?

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

Answer: It is used to enhance the system logs. It provides more
information on the duration of transactions between the client
and the server.
25. Can you add Homepages and Content pages to ‘update sets’ in
ServiceNow?
Answer: Homepages and content pages don’t get added to
‘update sets’ by default. You need to manually add pages to the
current ‘update sets’ by unloading them.
26. What do you mean by Foreign record insert?

Answer: A foreign record insert occurs when an import makes a
change to a table that is not the target table for that import. This
happens when updating a reference field on a table.
27. What is the significance of the cascade variable checkbox in

the order guide?
Answer: Checkbox to select whether the variables used should
cascade, which passes their values to the ordered items. If this
checkbox is cleared, variable information entered in the order
guide is not passed on to ordered items.
28. In which table update sets and customization are stored?

Answer: Each update set is stored in the Update Set
[sys_update_set] table, and the customizations that are
associated with the update set, are stored in [sys_update_xml]
table.
29. What are UI policies?

Answer: I policies dynamically change information on a form and
control custom process flows for tasks. UI policies are alternative
to client scripts. You can use UI policies to set mandatory fields,
which are read-only and visible on a form. You can also use UI
policy for dynamically changing a field on a form.
30. What is domain separation?

Answer: Domain separation is a way to separate data into (and
optionally to separate administration by) logically-defined
domains. For example, A client XYZ have two business and they
are using ServiceNow single instance for both businesses. They do
not want that user’s from one business can see data from other
businesses. Here we can configure domain separation to isolate
the records from both businesses.
31. What Happens If A Default Update Set Is Marked As

Complete?
Answer: If the Default update set is marked Complete, the system
creates another update set named Default1 and uses it as the
default update set.
32. How To Restrict Users To Upload An Attachment In

Servicenow?
Answer:
Following is the stepwise step process:
Navigate to System Properties > Security.
In the Attachment limits and behavior section, locate the List of

roles (comma-separated) that can create attachments:
property (glide.attachment.role).
Enter one or more roles separated by commas.
Only roles listed in this property can upload attachments to a

record. If no roles are entered, then all roles can upload
attachments to ServiceNow forms.
33. What is the CMDB Baseline?

Answer: CMDB Baselines will help you, understand and control the
changes made to a configuration Item(CI). These Baselines act as
a snapshot of a CI.
34. What are the Parent table for the incident, change, and
problem? What does it do?
Answer: The Task table is the parent table of Incident, Problem &
Change. It makes sure any fields, or configurations defined on the
parent table automatically apply to the child tables.
35. What is the full form of CMDB and what is it?

Answer: CMDB is the abbreviation for Configuration Management
Database which is a repository that acts as a data center for IT
installation. It holds that data that is relevant to the set of IT
assets and vivid relationships between such assets.
36. Which roles are used by Knowledge management?
Answer: Knowledge management uses these roles knowledge,
knowledge_admin, and admin role.
37. What is driving companies to implement CMDB today?

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

Answer:
Role Delegator: Administrators can grant users the right to be role

delegators. These delegators can assign roles to users who are in
a particular group. The roles that delegators can assign to other
users include the roles that the delegator inherits from a group
those roles that the Administrator specifies.
39. What is transform Map?

Answer: A transform map transform the record imported into
ServiceNow import set table to the target table. It also determines
the relationships between fields displaying in an Import Set table
and fields in the target table.
40. What do you mean by Metrics in ServiceNow?
Answer: Metrics record and measure the workflow of individual
records. With metrics, customers can arm their process by
providing tangible figures to measure, for example, how long it
takes before a ticket is reassigned or changes state.
41. What is the difference between UI policy and data policy?

Answer: UI policy acts when a record is inserted or updated
through a ServiceNow UI i.e ServiceNow forms while data policy
acts whenever a record is inserted or updated into the database
through any means.
42. What Is Import Set?

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

Answer: Reference qualifiers are used to restrict the data that is
selectable for a reference field.
44. What Happens If A Default Update Set Is Marked As

Complete?
Answer: If the Default update set is marked Complete, the system
creates another update set named Default1 and uses it as the
default update set.
45. Does Home Pages And Content Pages Are Added To The
Update Sets?
Answer: Homepages and content pages are not added to update
sets by default. You must manually add pages to the current
update set by unloading them.
46. How To Set The Invalid Queries Into Empty Result Sets?
Answer: By default queries with the invalid field, names run but
ignore the invalid condition. For more strict query control you can
enable the glide.invalid_query.returns_no_rows property which
will result in an empty result set for invalid queries.
47. What does the coalesce field do?

Answer: Coalescing on a field (or set of fields) means the field will
be used as a unique key.
48. What is LDAP Integration and explain its use?

Answer: LDAP stands for Lightweight Directory Access Protocol
are used for user data population and user authentication.
ServiceNow associated with the LDAP directory to automate the
creation of the user and to streamline the user log in the process.
49. What do you understand by impersonating a user? How it is
useful?
Answer: Impersonating a user infers giving access to the
administrator about what the user would have access to.
ServiceNow records the activities of the administrator when the
user copies another user. It is very useful for testing and you can
copy that user and can check instead of logging out from your
session and logging again with the user credentials.
50. What is the installation exit?

Answer: Installation exits are customizations that exit from Java
to call a script before returning to Java. Navigate to System
Definition > Installation Exits. Some installation exit names (Login,
Logout, Validate Password, External Authentication) are reserved
and cannot be changed. Other installation exits can override these
with a custom script that replaces the script in the default
installation exit.
SET 3
What is ServiceNow?
ServiceNow is an organization that provides the software for
service management for firms. It works specifically in operations
management, service management, and business management.
ServiceNow tool works across the departments in a company as a

comprehensive cloud solution, building on their existing cloud
platform. It also allows application development, data storage,
and collection.
Why ServiceNow is used?
Apart from a complete cloud computing solution, ServiceNow is

used for:
Application development
It service management
Operations management
Finance service management
Human Resource service management
Field service management
System security
What is CMDB in ServiceNow?
CMDB (Configuration Management Database) consists of the data
about the software and hardware components in a firm. This
configuration data is important for understanding the current
assets of the company that will help in asset management,
configuration management, and their infrastructure.
The information in the CMDB can be used for improving the

software and hardware systems.
How to check ServiceNow version?
The ServiceNow version can be checked using the following steps:
Go to System Diagnostic.
Then check the Build Name under the Stats.
In the ServiceNow homepage, hover on the company logo.
What is SLA in ServiceNow?
SLA (Service Level Agreements) is an agreement between the user
and the service provider that depicts the service that will be
provided to the user within a time period. This agreement also
provides information like quality, scope and the pace of the
services that will be provided.
What is Service Catalogue in ServiceNow?

Service catalogs are used by the software developers for providing
their customers the ability to make requests. Catalogs can be used
to make portals for the users to make requests for certain catalog
items.
It enables the companies to fulfill their customer's requirements

that will result in more satisfaction in terms of self-service. The
service catalog API allows the companies to improve their
efficiency, reduce the costs, and make faster delivery of products.
What is ITSM in ServiceNow?
ITSM (Information technology Service Management) is a secured

and costs effective tool that is used by the companies to manage
the requests and changes to meet the user requirements. The
ITSM approach focuses on the customers and the IT services can
be utilized better to improve the existing systems.
The ServiceNow ITSM tool improves the customer experience as

the workflows can be automated in real time, enhancing the IT
productivity of the firm.
What is ITOM in ServiceNow?
ITOM (Information Technology Operations Management) involves

the software and hardware administrative processes that are
handled by the organization. These practices ensure the quality
and efficiency of service provided to the end users.
The ServiceNow ITOM tool provides a comprehensive system to

monitor the infrastructure and reduce service issues. The manual
tasks are reduced and services are automated efficiently.
What is ServiceNow Ticketing tool?
The ServiceNow ticketing tool is a tool that works in 3 steps to

resolve the user issues quickly.
The steps are:
Issue reporting – The problem or issue is reported by using the

service catalog or the service portal at the home page of
ServiceNow, via an email or by creating a ServiceNow incident.
Issue management – The problems are managed by assessment,
assignment, and handling.
Resolution of the issue – The issue is resolved after providing the
required information by the team by filling up a form.
How to create an incident in ServiceNow?
The steps to create an incident in ServiceNow are provided below:
Go to the Incident and then click on Create New.

Based on the type of incident, use a template. Templates prepared
by the company can also be used.
Fill up the form describing all the incident information. This will
include information like the user name, affected business service,
the affected item, urgency of the incident, description and related
information.
Hit on the Submit button.
What is reference qualifier in ServiceNow?
A reference qualifier is used to limit the data of a reference field
that is selectable. It helps to locate information. A reference
qualifier made through the Dictionary Entry form can be used to
change the reference qualifier for a table. This qualifier can be
used by tables based on that particular table.
What is the Client Script in ServiceNow?
Client scripts are executed on the client side or the web browser.
These scripts can be used to define certain behaviors upon user
interaction when the site loads, a button is clicked, or a form is
submitted.
The form needs to be properly loaded in the browser before the
script is processed. Glide APIs are used to apply methods and
classes for client-side scripting.
What is GlideAJAX in ServiceNow?

The GlideAJAX class is used for client-side scripting to send and
receive data from the ServiceNow server. Server-side code can be
implemented from the client side using GlideAJAX.
A call to the class sends parameters to the Script include and then
the parameters are utilized. An XML or JSON object is returned as
a result by the Script include.
What is Coalesce in ServiceNow?

The Coalesce functionality helps in modifying table records during
the transformation of the import data. It is used to match unique
keys on data imports.
In the Transform Map, if there is no coalesce set then all the
information is added without updating anything. Other options of
using it are single field coalesce, multiple fields coalesce, and
conditional coalesce.
What is ATF in ServiceNow?
ATF (Automated Test Framework) allows the execution of

automated tests on the ServiceNow instances, to ensure that it
performs according to the design it had earlier after being
modified. As a result, the testing time is reduced, so the
applications are developed faster.
User actions like operating a form, putting data and submitting
the forms can be designed without scripting. Testing small scale
projects can be beneficial using this approach.
Where can we use variable_pool in ServiceNow?

Variable_pool can be used in Workflow Activities. It is an object
that accesses the values of the variables from an item in a script.
How do you get performance information in ServiceNow?

ServiceNow Performance homepage helps us to gather the
performance information about the machine and the instance
that it is executing.
What is UI policy in ServiceNow?

UI policy is a client-side program or logic that is used to decide the
behaviour of a form. These can be used to set conditions for hiding
form fields, a field read-only and adding other details.
For advanced modifications, the Run scripts option can be used.
What is data policy in ServiceNow?

Data policies in ServiceNow allow setting rules or boundaries that
help in making the data consistent. The data being entered
through forms, emails, web services etc can be made mandatory
or read/write only by the data policies set on them. These are
applicable to all data residing in the system.
How to use ServiceNow as a collaborative tool?
ServiceNow can be used as a collaborative tool through the

functionality called ServiceNow Connect. Through this, users can
connect in real time, and share ideas, data and work together.
The user requests are fulfilled in a way where both the user and
the professional can see the changes in real time. For referencing
the information in the future, all the data is stored in task records.
I have divided these questions in two sections:
Basic ServiceNow Interview Questions

Intermediate ServiceNow Interview Questions
Advanced ServiceNow Interview Questions
SET 4
Basic ServiceNow Interview Questions
1) What is ServiceNow?
ServiceNow is a cloud based IT Service Management (ITSM) tool. It
provides a single system of record for:
IT services
Operations
Business management
All aspects of IT Services live in the ServiceNow ecosystem. It gives
us a complete view of services and resources. This allows for
broad control of how to best allocate resources and design the
process flow of those services.Refer this link to know more What Is
ServiceNow?
2) What is an ‘Application’ in ServiceNow?

Applications in ServiceNow represent packaged solutions for
delivering services and managing business processes. In simple
words it is a group of modules which provides information related
to those modules. For example Incident application will provide
information related to Incident Management process.
3) What is full form of CMDB and what is it?

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.
4) What is LDAP Integration and its use?

LDAP is Light weight Directory Access Protocol. You can use it for
user data population and user authentication. ServiceNow
integrates with LDAP directory to streamline the user log in
process and to automate the creation of user and assigning them
roles.
5) What do you mean by data lookup and record matching?

Data lookup and record matching feature helps to set a field value
based on some condition instead of writing scripts.
For example:
On Incident forms, the priority lookup rules sample data

automatically. Then, set the incident Priority based on the incident
Impact and Urgency values. Data lookup rules allow to specify the
conditions and fields where they want data lookup to occur.
6) What is CMDB Baseline?

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.
7) How to enable or disable an application in ServiceNow?
Following steps will help you do the same:
Navigate to “Application Menus” module

Open the respective application.
Set value for active as ‘true’ to enable it or set it to ‘false’ to
disable it.
8) What is a view?
View defines the arrangement of fields on a form or a list. For one
single form we can define multiple views according to the user
preferences or requirement.
9) What is ACL?
An ACL is access control list that defines what data users can
access and how they can access it in ServiceNow.
10) What do you mean by impersonating a user? How it is useful?

Impersonating a user means giving the administrator access to
what the user would have access to. This includes the same menus
and modules. ServiceNow records the administrator activities
when the user impersonates another user. This feature helps in
testing. You can impersonate that user and can test instead of
logging out from your session and logging again with the user
credentials.
Intermediate ServiceNow Interview Questions
11) What are dictionary overrides?
Dictionary overrides provide the ability to define a field on an
extended table differently from the field on the parent table. For
example, for a field on the Task [task] table, a dictionary override
can change the default value on the Incident [incident] table
without affecting the default value on Task [task] or Change
[change].
12) What do you mean by coalesce?

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.
13) What are UI policies?

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.
14) What is a data policy?

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.
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Access
15) What is a client script?
Client script sits on the client side(the browser) and runs on client
side only.Following are the types of client script:
OnLoad()
OnSubmit()
OnChange()
OncellEdit)
16) How can you cancel a form submission through client script?
In order to cancel a form submission the onSubmit function should
return false. Refer the below mentioned syntax:
function onSubmit() { return false; }

17) What is a business rule?
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
Display
Before
After
18) Can you call a business rule through a client script?
Yes, it is possible to call a business rule through a client script. You
can use glide ajax for the same.
19) What is the Parent table for incident, change and problem?
What does it do?
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.
20) What is a record producer?

A catalog item that allows users to create task-based records from
the Service Catalog is called as a record producer. For example,
creating a change record or a problem record using record
producer. Record producers provide an alternative way to create
records through Service Catalog
21) What is a glide record?

Glide record is a java class. It is used for performing database
operations instead of writing SQL queries.
22) What is import set?

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.
23) What is transform Map?

A transform map transforms the record imported into ServiceNow
import set table to the target table. It also determines the
relationships between fields displaying in an Import Set table and
fields in a target table.
24) What do you mean by foreign record insert?

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.
25) Which searching technique is used to search a text or record in

ServiceNow?
Zing is the text indexing and search engine that performs all text
searches in ServiceNow.
b) Advanced ServiceNow Interview Questions:

26) What does the Client Transaction Timings plugin do?
It is used to enhance the system logs. It provides more information
on the duration of transactions between the client and the server.
27) What is inactivity monitor?

It triggers an event for a task record if the task is inactive for a
certain period of time. If the task remains inactive, the monitor
repeats at regular intervals.
28) What is domain separation?

Domain separation is a way to separate data into logically-defined
domains. For example a client ABC has two businesses and they
are using ServiceNow single instance. They do not want users
from one business to see data of other business. Here we can
configure domain separation to isolate the records from both
business.
29) How can you remove ‘Remember me’ check box from login
page?
You can set the property – “glide.ui.forgetme” to true to remove
the ‘Remember me’ check box from login page.
30) What is HTML Sanitizer?
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.
31) What is the significance of cascade variable checkbox in order

guide?
Check box is used to select whether the variables used should
cascade, which passes their values to the ordered items. If this
check box is cleared, variable information entered in the order
guide is not passed on to ordered items.
32) What are Gauges?

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.
33) What do you mean by Metrics in ServiceNow?

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.
34) What types of searches are available in ServiceNow?
Following searches will help you find information in ServiceNow:
Cloud Computing Training

Lists: Find records in a list;
Global text search: Finds records in multiple tables from a single

search field.
Knowledge base: Finds knowledge articles.
Navigation filter: Filters the items in the application navigator.
Search screens: Use a form like interface to search for records in a

table. Administrators can create these custom modules.
35) What is a BSM Map?

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.
36) Which table stores update sets and customization?
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.
37) What happens when you mark a default update set as

complete?
If the Default update set is marked Complete, the system creates
another update set named Default1 and uses it as the default
update set.
38) Can you add Homepages and Content pages to ‘update sets’ in
ServiceNow?
Homepages and content pages don’t get added to ‘update sets’ by
default. You need to manually add pages to the current ‘update
sets’ by unloading them.
39) What is Reference qualifier?

Reference qualifiers restricts the data, that can be selected for a
reference field.
40) What is Performance Analytics in ServiceNow?

Performance Analytics is an additional application in ServiceNow
that allows customers to take a snapshot of data at regular
intervals and create time series for any Key Performance Indicator
(KPI) in the organization.
41) What is the latest servicenow user interface and when was it
released?
The latest user interface is UI16 interface. It came in Helsinki
release.
42) What is a sys_id?

It is a unique 32-character GUID that identifies each record
created in each table in ServiceNow.
43) What is scorecard?

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.
44) Can you update a record without updating its system

fields(like sys_updated_by, sys_updated_on)?
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()){
short_description = “Test from Examsmyntra” ;
gr.update();
}
45) What is Reference qualifier?
Reference qualifier is used to restrict the data that is select able
for a reference field.
46) What is Performance Analytics in ServiceNow?

intervals and create time series for any key performance indicator
(KPI) in the organisation.
47) How to create a new role?

Navigate to User Administration > Role and click New.
48) Can I have more than one function listening to the same
thing?
You can, but there is no guarantee of sequencing. You cannot
predict what order your event handlers will run.
49) Which method do you use to get all the active/inactive records
from a table?
You can use addActiveQuery() method to get all the active records
and addInactiveQuery() to get the all inactive records.
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50) What is the difference between next() and _next() method?
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.
So this brings us to the end of the blog. I hope you enjoyed these
ServiceNow Interview Questions. The topics that you learnt in this
ServiceNow Interview questions blog are the most sought-after
skill sets that recruiters look for in a ServiceNow Professional.
You can also check out our ServiceNow YouTube playlist:

www.youtube.com/playlist?
list=PL9ooVrP1hQOGOrWF7soRFiTVepwQI6Dfw
SET 5 :
Incident, problem tables inherit which table.

Task table.
Give example of a one to many relationships

sys_user table referring to the assigned_to field in Task table
When you customize a homepage, SNC makes a copy of it and

________
adds the prefix “My” to the homepage name.
Which of the following is true?

When a user belongs to more than one group, each group
provides him permissions.
______ receives notification, meeting invites on behalf of another

user.
Delegate
What is SSO?
Single- Sign-On
How do you edit/ create a workflow?

Graphical Workflow Editor
What is the purpose of a service catalog workflow?

to create workflows to drive request fulfillment. Workflows can
generate and assign approvals, generate and assign tasks, or run
scripts and sub flows.
What is the important factor to remember when a user is creating

catalog variable?
Catalog Variables are global by default.
What is the purpose of an updated set?

An updated set is a group of customization’s that can be moved
from one instance to another.
Get practical knowledge of ServiceNow at ServiceNow Online

training and get ServiceNow certification at the end of the course
completion by industry experts
How can you change the number prefix from “INC” to “IN” for
incident table?
system defnànumber maintenance table(sys_number)
Which setting allows the user to view knowledge articles without

logging in?
ESS Role b. Public Setting c. View All Setting d. View all Role
Which of the following defines a condition?

Field, Operator, Value
Which of the following is true regarding roles?

Roles can contain other roles. When user is assigned to a role, he
will inherit the contained roles as well.
Which is true regarding Knowledge Base?

In a Knowledge base, articles are grouped according to categories.
How can you view the dictionary for a field?

Right clicks on the field and click Personalize Dictionary.
Which among the following is true regarding ACLs?

If there are row and field ACLs, user has to satisfy both to have
access to the field.
What is Data Dictionary?

It contains information about a field’s data type, character limit,
default value, dependency, and other attributes.
How do you know which release version of Service Now you are
working on?
Go to System Diagnostics->Stats and check the Build name.
How do you change the color of the instance?

Using Navigation Menu under Content Management.
When user creates a table “abc”, how does service now name it?
u_abc
Which among the following is true regarding tables?

You can delete the tables starting with “u_” permanently.
Which of the following influences homepage performance

Set refresh time as a long one or set it “off”.
What does the order field in service catalog do?
It displays the catalog item in the ascending order of this value.
What does the “coalesce” field do?

Coalescing on a field (or set of fields) me the field will be used as a
unique key.
What does a trform map do?

A trform map is a set of field maps that determine the
relationships between fields in an import set and fields in an
existing Service Now table (such as Incidents or Users).
How is the application Navigator (left nav) populated onload

It is populated based on the role of the logged in user.
Difference between client script and business rule

Client script runs at client side onLoad, onchange and onSUbmit of
the form, BR runs at server side before/after record in inserted,
updated or deleted.
onChange client script runs on

Change in the value of a particular field
Links, buttons, context menu action belongs to
UI action
Which among the following can a UI policy accomplish?

Making a field read-only
Which among the following is true:-

Moving an entry from Selected to Available slush bucket removes
it from the form.
How do you confirm an instance upgrade?

System Logs->events->system.upgraded, use this event to trigger
the System Upgraded notification
What are the variables that you can add when you create a
catalog item?
Options contained the combinations of following fields:
Slush bucket, multiple choices, additional category, single line

text, multi-line text, choice list, checkbox
What is the purpose of an Order Guide?

An order guide gives customers an easy way to order multiple
related items as a single request, It uses:
A single initial screen, where the customer fills in some initial

information.
A set of selected catalog items based on conditions derived from

the initial information.
Which of the following can be performed by a system

administrator?
Change the maximum size of attachments and restrict the type of
attachments [I chose this option as this requires a modification in
sys_properties, other options were possible with non-admin
roles]
Which of the following are available in Service Catalog:-

Record Producer, Catalog Variables, Order Guides
Choose the order of evaluation of ACLs

An ACL rule only grants a user access to an object if the user
meets all of the permissions required by the matching ACL rules.
-The condition must evaluate to true.

-The script must evaluate to true or return an wer variable with
the value of true.
-The user must have one of the roles in the required roles list.
-The other matching ACL rules for the object type must evaluate to
true.
What is sys_id?
unique identifier for each record in a table
Choose correct statement –

A column is a field and a row is a record
What is the one pause condition for incident SLA?

awaiting <something>
What table is used to store SLAs?

task_sla
How will you approve a catalog request?

Right click request record in request list and click approve
What is one thing in workflows peculiar for catalog?
You can define visibility of variables on task form through
workflow when it is created
How will you make service catalog workflow available?

I chose – define workflow, create workflow activities and publish
What is Coalease used for in import sets

It compares the uniqueness of data if not found, creates new
record
What steps will u take to load data from spreadsheet?

load data, create trform map, trform
As an end user which modules of service catalog do you see?

My requests, Requested Item
What does RITM stand for?

Requested Item
for an incident form when saved

work notes get copied to activity log
Which one on homepage will access knowledge?
News
Applications and modules are loaded based on

Roles
Knowledge process consists of –

document creation, approval and review from SMEs and
publishing
Gauge is added to
homepage
What is difference between Save & Insert action on form

Save saves the record & stays on form, while Insert creates a new
record & redirects to list view.
If an admin wants to check the status of task from a service

catalog request, what path he’s expected to follow
REQ (number)>>RITM (number)>>TASK (number)
How the catalog variables cab be arranged on a catalog item

By setting the appropriate value of field ‘Order’.
What do you mean by SaaS?

Software as a Service
Service catalog displays?

catalog items, order guides and record producer
ACL evaluates on below….

condition / script and roles
How do you enhance Homepage performance in case of gauges?

To diagnose problems and improve homepage performance,
administrators can:
Turn on homepage debugging
Troubleshoot slow reports
Administrators can also tune homepage performance by

configuring the properties described on the following pages:
Parallel homepage rendering

Homepage caching
Shortcut to approve a Service Request?

My request or Email
How do you modify the field behaviour?

Right click> Personalize > Dictionary
What do you mean by Elevated Privileges?

Session
What things are tracked in customization’s?

Customization’s are tracked by update sets only for some objects,
using one of the following methods:
The update_synch attribute on the table
Special handlers for changes that require updates to multiple

tables
Manual unloading for homepages

Update sets cannot be used to trfer other system changes or data.
In general, update sets capture configuration information but not
task or process data. For example, update sets track service
catalog item definitions and related configuration data like
variables and variable choices. However, if you test the service
catalog by placing orders, the orders (requests, items, catalog
tasks) are not tracked by update sets.
Where are customization’s stored?

table, and the customization’s that are associated with the update
set (stored in the Customer Update [sys_update_XML] table)
appear as a related list on the update set record.
KB articles are referred in which modules below?

Service Catalog, News, INC.
What changes out of below would be applied in case of a merge

update set?
You can merge multiple update sets into one for easy trfer.
To merge update sets:
Navigate to System Update Sets > Merge Update Sets.

Use the slushbucket to select the update sets to merge.
Enter a name for the new update set. Updates are added to this
set when the original sets are merged.
Click Merge selected.
The new update set is created and changes from the original sets
are moved to the new set. Only changes that are not merged into
the new set remain in the original sets.
If the same object is updated in both sets (for example, both

update sets modify the Incident form), only the most recent
change is moved to the merged update set. The other update
remains in its original update set to provide a record of the
changes that were not moved. You may want to validate that the
correct changes were moved to the new set by viewing the update
set.
After merging and validating, it is a good idea to delete or empty

the original update sets to avoid applying an older change by
mistake. The system does not remove the updates that were not
merged into the new set.
DB name for custom table?

U_tbl
Which is parent table for INC, CHG, PRB?

Task
.SLA, OLA and UC are configured in which module?

SLM
When high security plugin is enabled?

The Platform Security Settings – High plugin is active by default on
all new Service Now instances. For instances in which the high
security settings are active, observe the following cautions:
Integrations into Service Now tables fail unless access control lists
(ACL) are defined for the tables being accessed and the
appropriate roles are assigned.
The same ACL requirements apply for import sets that apply to
integrations.
The Platform Security Settings – High plugin automatically

activates the Contextual Security plugin if it is not already active.
In addition, the Platform Security Settings – High plugin delivers
the following settings and features in the context of increasing the
security of your Service Now platform.
Features:
High Security Settings: Default property values to harden security

on your platform by centralizing all critical security settings to one
location for management and auditing.
Default Deny Property: A new security manager property controls

the default security behaviour for table access.
Security Administrator Role: A new role used to prevent

modification of key security settings and resources. The Security
Administrator role is not inherited by the admin role and must be
explicitly assigned.
Access Control Lists: Prevents modification of sensitive and

platform-level resources in prior versions.
Property Access Control: Enables the ability to set read and write
roles to individual properties in order to prevent modification.
Elevated Privilege: Allows users to operate in the context of a

normal user and elevate to higher security role when needed.
Traction and system logs read only.

Workflow editor and Service catalog differs in approval
methodology?
True
Icon of reference?
icon ()
Application Navigation Search history is stored somewhere or not?

No
Upgrade of instance, which is true?

As an SN Admin, you will manually do it
It happens once in a year at 8 pm
Customization’s lost?
Data Dictionary used for?

Database Structure
How to change Homepage Color?

CSS
ESS can access-

My Items, My requests, KB
ACL applies on?

Fields and tables
Contextual Security-Question on hierarchy

Generic to specific
set 6 :
1) What is ServiceNow?
ServiceNow is a cloud-based IT Service Management tool. It offers

a single system of record for IT services, operations, and business
management.
2) What is the full form of CMDB?
The full form of CMDB is Configuration Management Database.

3) Name all the products of Services now
ServiceNow offers various type of tools which is design according

to the need of a specific user.
Business Management Applications

Custom Service Management
IT Service Automation Application
HR management
4) What is the use of record matching and data lookup features in

ServiceNow?
Data lookup and record matching allow you to define field value
based on a specific condition in place of writing scripts.
5) Explain the term "Business Rule."
The business rule is server-side scripting. It executes whenever any

record is inserted, modified, deleted, displayed or queried. The
vital point to keep for creating a business rule is that when and on
what action it suppose to execute. You can apply the business rule
'on display,' 'on before' or 'on after' when action is performed.
6) Can you call a business rule with the help of a client script?
Yes, it is possible to call a business rule using a client script.

However, you can also use glide ajax for the same.
7) What is domain separation in ServiceNow?
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Domain separation is useful ServiceNow method. It helps you to

separate data into logically-defined domains. It also provides an
option to separate administration.
For example, John is the CEO of two companies, and he is using

ServiceNow single instance for both of these businesses. He
doesn't want that user of one business can see data of other
business. Here you need to use domain separation to isolate the
records from both businesses.
8) State some best practices you should follow while using Service
now
Here, are some of the best practices which you need to follow
while using Service now:
You should replace spreadsheets and email with collaborative

workspaces.
You should automate every business processes of your
organization.
You can easily develop a modern work environment using
ServiceNow.
You should aim to enhance, structure and automate the workflow
to streamline service delivery.
9) What is a data policy concerning ServiceNow?
You can enforce online data policies by assigning read-only

attributes for all the fields. Data policies are almost similar to UI
policies. However, the difference between two is that UI policy
only applies to data entered on a form by using a standard
browser. On the other hand, data policies can apply rules for every
data entered into the system.
10) How many types of search options are given in ServiceNow?
Five types of search options in ServiceNow are:
Lists: Use to find records in a list.

Global Text search: Helps you records in multiple task tables from
a single search field.
Knowledgebase: Helps you to find knowledge articles.
Navigation filter: Allows you to filter the items in the application
navigator.
Search scenes: It is a custom module which is created only by
administrators.
11) What is the use of HTML Sanitizer?
The HTML sanitizer automatically cleans up markup in HTML

fields. It helps to eliminate code and protect against security
concerns like cross-site scripting attacks.
12) What is a record producer?
A record producer a catalog item which helps you to create task-

based records from the Service Catalog. For example, you can
create a change record or a problem record with the help of
record producer. It offers an alternative way to create records
through the Service Catalog.
13) What is the use of an import set tool?
Import set tool helps you to import data from various data
sources, instead of using a transform map. The import sets can
acts as a staging table for imported records.
ServiceNow Interview Questions & Answers

Q: Difference Between ServiceNow & Salesforce?
ServiceNow vs Salesforce
Function ServiceNow Salesforce
Platforms Supported Web-based, iPhone & Android app
Web-based, Windows phone app
Typical Customers Enterprise & Mid-size business Customers
Enterprise, Small & MId-sie business Customers
Support Phone & Online Support, Knowledgebase, Video
tutorials Phone & Online Support, Knowledgebase, Video
tutorials
Integrations OpsGenie, PagerDuty, Workato MailChimp,
Trello
Security No CSA, CCM Certification CSA, CCM Certification
Encryption No encryption i.e sensitive data which is at rest
Encryption of sensitive data at rest
Access Control No multifactor in authentication process
Multi factor in the authentication process
Data Policy No data backup in multiple locations Data
backup in multiple locations
Q. What is servicenow?
ServiceNow is a cloud based ITSM tool. Please check the below url
before attending a service-now interview.
https://wiki.servicenow.com/index.php?title=Product_Overview
Q. What do you mean by term “Application” in servicenow?

Application is a group of modules which provides its related
information.For example change application provides the
information related to change process. It consist of modules like
create change ticket,view change tickets etc.
Q. What is the latest servicenow user interface and when it was

released?
The latest user interface is UI14 interface.It came in Eureka
release
Q. What is full form of CMDB ?
Configuration Management Database
Q. What is CMDB Baseline ?

CMDB baselines helps to understand and control the changes that
have been made to a configuration item(CI) after its Baseline has
been created. Baseline is the snapshot of a CI
Q. How to enable or disable an application ?

Navigate to “Application Menus” module under system definition
application.Open the respective application that require to be
enable or disable.Set active as true to enable it or set active to
false to disable it
Q. What is a view ?
View defines the arrangement of fields on a form or a list. For one
single form we can define multiple views according to the user
preferences or requirement.
Q. What is ACL?
An ACL is access control list that defines what data a user can
access and how they can access it in service now.
Q. What do you mean by impersonating a user? How it is useful?

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

Task table
Q. What is a record producer ?

A record producer is a type of a 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 record
producer. Record producers provides an alternative way to create
records through service catalog
Q. What is dictionary override?

Dictionary Overrides provides the capability to override several
properties of a field in extended table.For example change table is
extended from task table.There is a field named status in task
table and set as read-only.When we use this field in change form
it will show be a 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 extended table.
Q. What do you mean by coalesce?
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 unique key.If a field match is
found with the coalesce field, then existing record will be updated
with the imported information in target table else a new record
will be inserted into the target table
Q. What is an UI policy?
UI policies are alternative to client scripts.It can be used to set a
field as mandatory, readonly and visible on a form. You can also
use UI policy for dynamically changing a field on a form.
Q. What is a data policy?

Data policy checks the mandatory and read-only of a field
whenever a record is inserted or updated through a web-service or
import set.For example: If a mandatory field in the incoming
record (from import set or web-service) is empty then the data
policy will not allow to insert that record into the table.
Q. What is difference between UI policy and data policy ?

UI policy acts when a record is inserted or updated through a
servicenow UI i.e servicenow forms while data policy acts
whenever a record is inserted or updated into database through
any means.
Q. What is a client script?
Client script sits on the client side(the browser) and run there
only.types of client script are OnLoad() OnSubmit() OnChange()
OncellEdit)
Q. How can you cancel a form submission through client script?

In the onSubmit function return false. function onSubmit() {
return false;
Q. What is a business rule?

Business rule is server side scripting that executes whenever a
record is inserted, updated, deleted, displayed or queried.The key
thing to keep in mind while creating a business rule is that when
and on what action it has to execute. You can run the business
rule ‘on display’, ‘on before’ or ‘on after’ of an action
(insert,delete,update) is performed.
Q. Can you call a business rule through a client script

Yes you can call a business rule through a clientscript by using
glideajax
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Q. What is a gliderecord?
Gliderecord is a javaclass that is used for database operations
instead of writing SQL queries.
Q. What do you mean by data lookup and record matching?

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

Update 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 same changes in our test
environment then we can capture all the changes in an update set
and can move this update set to the test environment instead of
doing changes manually in test environment.
Q. What is a sys_id?
A unique 32-character GUID that identify each record created in
each table in servicenow
Q. What is LDAP Integration and its use?

LDAP is Lightweight Directory Access Protocol.It is used for user
data population and User authentication. Servicenow integrates
with LDAP directory to streamline the user log in process and to
automate the creation of user and assigning them roles
Q. How to set a field unique on table

Go to that respective field dictionary and set the unique check box
to true.
Q. What is data dictionary?

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
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Q. What happens when a user make some changes the homepage

?
When a user make some changes on the homepage then that
pages is saved as his personalized homepage instead of updation
on the actual homepage.For example home page name is Incident
overview.When a user make some changes on it then this page is
saved as My incident overview and is only visible to that user.
Q. What role you are required to create/update ACL?

security_admin
Q. How you can check on which servicenow instance node you are
working ?
Goto SystemDiagnostic -> Stats. Statistic page will be open where
you can get the details of node and the instance on which you are
working on
Q. How to enable or disable the pie chart labels

To enable or disable the labels in pie chart we need to set the
property glide.ui.chart.pie.labels to true or false.
Q. What is installation exit?

Installation exits are customizations that exit from Java to call a
script before returning back to Java. Navigate to System Definition
> Installation Exits. Some installation exit names (Login, Logout,
ValidatePassword, ExternalAuthentication) are reserved and
cannot be changed. Other installation exits can override these
with custom script that replaces the script in the default
installation exit.
Q. What is import set?
Import Sets is a tool used to import data from various data
sources and, then using transform map, map that data into
ServiceNow tables. The Import Sets table acts as a staging table
for records imported.
Q. What is transform Map?

A transform map transform the record imported into servicenow
import set table to the target table. It also determines the
relationships between fields displaying in an Import Set table and
fields in target table
Q. What do you mean by Foreign record insert?

A foreign record insert occurs when an import makes a change to
a table that is not the target table for that import. This happens
when updating a reference field on a table.
Q. Which searching technique is used to search a text or record in

Servicenow ?
Zing is the text indexing and search engine that performs all text
searches in ServiceNow.
Q. What does the Client Transaction Timings plugin does?

The Client Transaction Timings plugin enhances the system logs by
providing more information on the duration of transactions
between the client and the server. By providing information on
how time was spent during the transaction, performance issues
can be tracked down to the source by seeing where the time is
being consumed.
Q. What is inactivity monitor?

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.
Q. What is domain separation?

Domain separation is a way to separate data into (and optionally
to separate administration by) logically-defined domains. For
example A client XYZ have two business and they are using
servicenow single instance for both business.They do not want
that user’s from one business can see data of other business.Here
we can configure domain separation to isolate the records from
both business.
Q. How you can remove Remember me check box from login

page?
You can set the property – “glide.ui.forgetme” to true to remove
the Remember me check box from login page.
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Q. What is HTML Sanitizer?
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.
Q. Which table is used in servicenow to audit changes to records?

ServiceNow uses the Sys Audit [sys_audit] table to audit changes
to records.
Q. What is Schema map?

The schema map displays the details of tables and their
relationships in a visual manner, allowing administrators to view
and easily access different parts of the database schema.
Q. What is a dashboard?
Dashboard is a visual collection of reports and paralytics
presented as KPI scorecards and indicator summary tab.
Q. What is scorecard?
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).
Q. What do you mean by indicators in performance analytics in

servicenow
Indicators, also known as metrics, business metrics, or KPIs, are
statistics that businesses track to measure current conditions and
to forecast business trends.
Q. How to set the default value of a date field to current datetime

value?
Goto the dictionary of the respective date-time field and set the
default value as : javascript:gs.nowDateTime();
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Q. What is client transaction timing?
Client transaction timing provides more information on the
duration of transactions between the client and the server.This
require to activate the plugin – “Client transaction timing plugin”.
Q. What asetWorkflow(e) function does?

setWorkflow(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 – Boolean variable that if true (default) enables business rules,
and if false to disables them.
Q. What the setForceUpdate() function does?

setForceUpdate() updates the record even if there is no changes
on the record.
Q. What is the significance of setLimit(n) function.

setLimit(n) functions limits the number of records to query by
Gliderecord().
Q. Can you update a record without updating its system fields(like

sys_updated_by, sys_updated_on) ?
Yes, you can do it by using a function autoSysFields() in your
server side scripting.Whenever you are updating a record set the
autoSysFields() to false.
example:
gr.query();
if(gr.next()){
short_description = “Test from Examsmyntra” ;
gr.update();
}
Q. How to get the row count in a gliderecord?

By using the getRowCount() function you can retrieve the number
of rows.
Q. What is the difference between deleteMultiple() and

deleteRecord()
deleteMultiple() deletes multiple records according to the current
“where” clause. Does not delete attachments, whereas
deleteRecord() deletes single record.
Q. How to restrict users to upload an attachment in servicenow

Following is the step wise step process:
Navigate to System Properties > Security.
In the Attachment limits and behavior section, locate the List of
roles (comma-separated) that can create attachments: property
(glide.attachment.role).
Enter one or more roles separated by commas.
Only roles listed in this property are able to upload attachments to
a record. If no roles are entered, then all roles can upload
attachments to ServiceNow forms.
Click Save.
Q. How to disable attachment on a specific servicenow table?

Go to the dictionary of that table and add “Add no_attachment”
to the Attributes field.
Q. What is the significance of cascade variable checkbox in order

guide ?
Check box to select whether the variables used should cascade,
which passes their values to the ordered items. If this check box is
cleared, variable information entered in the order guide is not
passed on to ordered items.
Q. What are Gauges ?

A gauge can be based on a report and can be put on a homepage
or a content page.
Q. What do you mean by Metrics in ServiceNow?

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.
Q. How may types of search is available in ServiceNow ?

Use any of the following searches to find information in
ServiceNow:
Lists: find records in a list;
Global text search: find records in multiple tables from a single
search field.
Knowledge base: find knowledge articles.
Navigation filter: filter the items in the application navigator.
Search screens: use a formlike interface to search for records in a
table. Administrators can create these custom modules.
Q. Which roles are used by Knowledge management?

Knowledge management uses these roles knowledge ,
knowledge_admin , and admin role.
Q. How to create your own report?

Navigate to Reports > Create New. In releases prior to Eureka,
navigate to Reports > View / Run and then click New.
Q. How to activate the reporting engine?

Make the glide.report.use_charting_v2 system property to true.
Q. Name few types of reports that you can generate?

Few of reports are:
List
Bar
Pivot
Pie
Calender
Q. How to control the script conditions of Access Control Rules

apply to a table’s reference fields ?
You can Add glide.sys_reference_row_check to the System
properties and set to true.
Q. How to create an Inbound Email Action?

Navigate to System Policy > Email > Inbound Actions and Click
New.
Q. How ServiceNow recognizes Inbound Emails?

Via Watermark or InReplyTo email header. If These are not
present, ServiceNow recognizes email containing a prefix in the
subject line.
Q. How to enable automatic user creation from email ?

Set the property glide.pop3readerjob.create_caller to true in
system properties.
Q. How to allow locked out users to trigger inbound email
actions?
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
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Q. Which role is required to create and access baseline?
ecmdb_admin role is required to create and access baselines.
Q. How to change the recipient limit tin email notification?

By setting the system property glide.email.smtp.max_recipients.
Q. What is the difference between ${URI} and ${URI_REF}?

${URI} shows the word LINK where as ${URI_REF} shows the
display value of the record as the link text.
Q. How to hide watermark globally?
Create a new property named glide.email.watermark.visible and
set it to false.
Q. What is a BSM Map?

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.
Q. In which table update sets and customization are stored?

table, and the customizations that are associated with the update
set, are stored in [sys_update_xml] table.
Q. What happens if a Default update set is marked as complete?

If the Default update set is marked Complete, the system creates
another update set named Default1 and uses it as the default
update set.
Q. Does Homepages and Content pages are added to the update

sets ?
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.
Q. What is Reference qualifier?
Reference qualifiers is used to restrict the data that is selectable
for a reference field.
Q. What is Performance Analytics in ServiceNow?

intervals and create time series for any key performance indicator
(KPI) in the organization.
Q. How to disable client transaction ?

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
Q. How to change the Homepage layout?

Administrators can create or modify layouts by navigating to
Homepage Admin > Layouts.
Q. How to change the banner and list caption background color?

You can change banner and list caption background color by
navigating to
System Properties > CSS.
Q. How to create a new role?

Navigate to User Administration > Role and click New.
Q. Can I have more than one function listening to the same thing?
You can, but there is no guarantee of sequencing. You cannot
predict what order your event handlers will run.
Q. Which method is used to get all the active/inactive records

from a table ?
You can use addActiveQuery() method to get all the active records
and addInactiveQuery() to get the all inactive records.
Q. How do you get the result set from two tables in glide script?
addJoinQuery(joinTable, [primaryField], [joinTableField])
Note : This is not a true DATABASE Join. addJoinQuery() adds a
subQuery.
Q. Which object is used to reference the current active form in

client script?
g_form object is used to reference the current active form in client
script
Q. Which object is used to refer the current logged in user in client
script?
You can use the object g_user object to get the details of current
active user.
Q. State the best practices of client scripts?

Few of the best practices to use client Scripts :
Enclose Code in Functions.
Aviod DOM manipulation, use g_form object.
Avoid global client scripting, etc.
Q. How will you hide/show a field using client script?

You can use the g_form.setVisible(‘fieldname’, ‘value’); method to
show/hide a field using client script.
Q. What is the processing order for Record ACL rules?

Record ACL rules are processed in the following order:
Match the object against field ACL rules.
Match the object against table ACL rules.
User must pass both field and table ACL rules in order to access a
record object Relationship.
Q. How do you get the records of a specified fields which are not
null ?
addNotNullQuery(String fieldName) can be used.
Example : To get all the records where ‘name’ is not null.
addNotNullQuery(‘name’);
Q. How will you get all the records where incident is having
category as hardware or software ?
Use addOrCondition(String name, String oper, Object value) .
Example :
var qc = gr.addQuery(‘category’, ‘hardware’);
qc.addOrCondition(‘category’, ‘software’);
gr.query();
Q. How to set the invalid queries into empty result sets ?

By default queries with invalid field names run but ignore the
invalid condition. For more strict query control you can enable the
glide.invalid_query.returns_no_rows property which will result in
an empty result set for invalid queries.
Q. How to determine whether any of the field value in a record

have changed ?
By using the method changes() you can determine that the field
value has been changed for a record.
Q. What is the difference between next() and _next() method ?

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.
Q. Which glide function is used to retrieve the number of rows of a

table?
Using getRowCount() method .
For more information, visit
https://wiki.servicenow.com/index.php?title=GlideRecord

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#. What exposure have you had to the ServiceNow Platform?

Describe in detail your experience working on the ServiceNow

#. What implementations have you done?

#. Can you tell me any major projects you have worked on

#. Talk about real life examples of your experiences:

Be ready to answer questions about your experience in the

#. Do you have leadership experience?

Communication skills: Good communication skills are essential in

#. Have you had face-to-face experience with clients or

How do you manage your clients’ needs and expectations?

#. What are your strengths?

This is one of the most common ServiceNow interview questions,

#. What is your biggest weakness?

Approach your interview feeling confident in your skillset and

Body language dos

How do I answer questions about my competency?

• Difference between Client Script and Business Rule?

• D/B UI Policy and Data Policy?

• Difference between glide system and glide record?

• What is better alternative to using global business rule?

• Can a schedule job invoke an inactive business rule?

• What the setForceUpdate() function does?

• Can you update a record without updating its system fields(like

• What is g_scratchpad and where we can use?

• What is a Servicenow knowledge base?

• What is the sequencing of publishing a Knowledge Article?

• Where do you go in Service Now to change the banner and

• What are the basic components of workflow?

• How do you limit file attachments?

• What is the notification flow and how can a notification be sent

•What is dictionary override?

• What do you mean by coalesce?

• What happens when a user make some changes the homepage

● Data that is visualized as a graphic report and not limited by

• What is an event queue? From where can it be called?

• Difference between Response and Resolution SLA?

• How to enable multi-lingual in Service Now?

• What is wizard and interceptor in service now?

• What is generate task functionality in workflow?

•Give me an example where you used approval coordinator

• What among the following are domain independent – client

• What is difference between Order guide and Record Producer?

• What does the Client Transaction Timings plugin does?

• What is LDAP Integration and its use?

• Which port needs to open while doing LDAP integration?

• What is the purpose of using SAML

• Pre-requisite to enable SSO (SAML

• What is metadata in SAML

• What is keystore in SAML

• Once downloaded, unzip it to a directory of your choice. The

• Run the start.sh or start.bat scripts to get the MID server

• Navigate to MID Server > Servers; after a few seconds, you

• What is drop zone in CMS?

• If we used an external organization to help us develop part of

• Can you name

• Why would you use SACM?

• What are the stages of the ITIL lifecycle(v

• Release and Deployment Management is part of which phase?

• What are the parts of the Service Strategy?

• What is the Difference between Utility and Warranty?

• What are different parts of service portfolio?

2. What is a business rule?

3. What is the dictionary overrides?