Servicenow Interview Questions

ServiceNow is a cloud-based IT Service Management tool that offers a single system of record for IT services, operations, and business management. ServiceNow has broad control over allocating the resources and designing the process flow of those services. There are various tools that are designed specifically based on the needs of the user that include Business Management Applications, Custom Service Management, IT Service Automation Application, and HR Management.

In this article, you can go through the set of ServiceNow interview questions most frequently asked in the interview panel. This will help you crack the interview as the topmost industry experts curate these at HKR training.

Let us have a quick review of the ServiceNow interview questions.

1. Explain the term “Business Rule”?

Ans: The business rule is server-side scripting that executes when any record is inserted, modified, deleted, displayed, or queried. The necessity of keeping and creating a business rule is to identify when and on what action it is supposed to execute. The business rule is applicable over the following operations when an action is performed.

on display.
on before.
on after.

2. What is CMDB?

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

3. What is the CMDB Baseline?

Ans: CMDB baselines help you to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. The baseline is the snapshot of a CI.

4. What is domain separation in ServiceNow?

Ans: The domain separation is a ServiceNow method that helps in separating the data into logically-defined domains. ServiceNow also provides the option for separating the administration. 

For example, Mark is the CEO of two organizations, and he is using a single instance of ServiceNow for both of these businesses. He doesn't want the user of one business to see the data of other businesses. Here you will be using the domain separation to isolate the records from both businesses.

5. State some best practices while using the ServiceNow?

Ans: These are some of the best practices which are followed while using ServiceNow.

The spreadsheets and email must be replaced with collaborative workspaces.
Every business process of your organization must be automated.
ServiceNow enables you to develop a modern work environment easily.
To streamline the service delivery, aim to enhance, structure, and automate the workflow.

6. How many types of search options are given in ServiceNow?

Ans: There are five types of search options available in ServiceNow.

Lists: This option is used to find records in a list.
Global Text Search: It helps you record in multiple task tables from a single search field.
Knowledgebase: This option helps in finding the knowledge articles.
Navigation filter: This allows you to filter the items in the application navigator.
Search scenes: It is a custom module that is created only by administrators.

7. What is a client script?

Ans: The script that can run only on the client-side browser is known as client script. The client script implements the following types of operations.



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8. What is a record producer?

Ans: A record producer produces a catalog item that 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 a record producer. It offers an alternative way to create records through the Service Catalog.

9. What is a data policy concerning ServiceNow?

Ans: You can enforce online data policies by assigning read-only attributes for all the fields. Data policies are almost similar to UI policies. The difference between the Data policies and UI policies is that UI policy is applicable only to the 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. What is a transform Map?

Ans: A transform map transforms the record imported into the ServiceNow import set table to the target table. It also determines the relationships between fields displaying in an Import Set table and fields in a target table.

11. What is the use of HTML Sanitizer?

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

12. What are Gauges?

Ans: A gauge contains the minute information about the current status of records that exists on ServiceNow tables. It is visible on a ServiceNow homepage. A gauge is based on a report and it can be put on a homepage or a content page.

13. What is Performance Analytics in ServiceNow?

Ans: 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.

14. What is an update set?

Ans: An updated set is a group of customization. It captures the customization or configuration changes made by a user and then these update sets can be moved from one instance to another. 

For example, if you made some configuration changes in your development environment and want to make some changes in your test environment then you can capture all those changes in an update set and can move this update set to the test environment instead of doing changes manually in a test environment.

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15. What is LDAP Integration and its use?

Ans: LDAP is the Lightweight Directory Access Protocol. It is used for user data population and User authentication. Servicenow integrates with the LDAP directory to streamline the user login process and to automate the creation of users and assigning them roles.

16. What do you mean by Metrics in ServiceNow?

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

17. What does the Client Transaction Timings plugin do?

Ans:  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.

18. What do you mean by impersonating a user? How is it useful?

Ans: Impersonating a user means that you can log in to the system as that user and can have a feel how the ServiceNow UI is set for that user. This is very useful while testing. For example, if you need to test that a user can access the change form or not. You can impersonate that user and can test instead of logging out from your session and logging in again with that user’s credentials.

19. What is a dictionary override?

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

20. Which table stores update sets and customization?

Ans: 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 the [sys_update_xml] table.

21. What is the difference between the next() and _next() method?

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

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22. What is a UI Policy?

Ans: UI policies are alternative to client scripts. It can be used to set a field as mandatory, read-only, and visible on a form. You can also use UI policy to dynamically change a field on a form.

23. Name a few types of reports that you can generate?

Ans: Few types of reports are.


24. State the best practices of client scripts?

Ans: Few of the best practices of client Scripts are as follows:

Enclose Code in Functions.
Avoid DOM manipulation, use the “g_form” object.
Avoid global client scripting, etc.

25. What is the processing order for Record ACL rules?

Ans:  Record ACL rules are processed in the following order:

Matching the object against field ACL rules.
Matching the object against table ACL rules.
Users must pass both field and table ACL rules in order to access a record object Relationship.

26. What do you mean by the term “Application” in ServiceNow?

Ans:  Application is a group of modules that provide 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.

27. What do you mean by coalesce?

Ans: Coalesce is a property of a field that is used 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.

28. What do you mean by data lookup and record matching?

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

29. How to restrict users to upload an attachment in ServiceNow?

Ans: Following are the processing steps that should be implemented.

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 on “Save”.

30. What is the significance of the cascade variable checkbox in the order guide?

Ans: 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.