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Basic ServiceNow Interview Questions

1. What is ServiceNow?

ServiceNow Interview Questions : ServiceNow is a cloud-based ITSM (IT Service Management) tool that offers a single record system for business management, operations, and IT services. All features related to the organization’s IT services reside within the ServiceNow ecosystem. You can obtain a complete view of the resources and services. This permits you to control the allocation of resources in a better way and helps to efficiently design the process flow.

ServiceNow provides services such as HR, security, business applications, customer service, and IT(Information Technology) service delivery. It is considered an integrated cloud solution where we can get all of these services in a single place.

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.

11. Explain the steps for enabling or disabling an application in ServiceNow.

Use the below-given steps to enable or disable an application in ServiceNow:

  • Go to the “Application Menus” module.
  • Open the required application that has to be enabled or disabled.
  • You can set the active value as “true” to enable the application. To disable the application set the active value as “false”.

12. Explain record matching and data lookup features in ServiceNow.

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

13. Difference Between ServiceNow & Salesforce?

Ans: Below are the major differences between ServiceNow and Salesforce

FunctionServiceNowSalesforce
Platforms SupportedWeb-based, iPhone & Android appWeb-based, Windows phone app
Typical CustomersEnterprise & Mid-size business CustomersEnterprise, Small & MId-sie business Customers
SupportPhone & Online Support, Knowledgebase, Video tutorialsPhone & Online Support, Knowledgebase, Video tutorials
IntegrationsOpsGenie, PagerDuty, WorkatoMailChimp, Trello
SecurityNo CSA, CCM CertificationCSA, CCM Certification
EncryptionNo encryption i.e sensitive data which is at restEncryption of sensitive data at rest
Access ControlNo multifactor in the authentication processMulti-factor in the authentication process
Data PolicyNo data backup in multiple locationsData backup in multiple locations

ServiceNow Interview Questions for Developers

14. 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 LDAP directory to streamline the user login process and to automate the creation of user and assigning them roles

15. How to set a field unique on the table?

Ans: Go to that respective field dictionary and set the unique check box to true.

16. What is the data dictionary?

Ans: The data dictionary defines every table and field in the system. It contains information about a field’s data type, default value, dependency, and other attributes.

17. What happens when a user makes some changes to the homepage?

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

18. What role you are required to create/update ACL?

Ans: security_admin

19. How you can check which ServiceNow instance node you are working on?

Ans: Goto SystemDiagnostic -> Stats. The statistic page will be open where you can get the details of the node and the instance on which you are working on

20. How to enable or disable the pie chart labels

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

21. What is an installation exit?

Ans: 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 a custom script that replaces the script in the default installation exit.

22. What is an import set?

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

23. 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 the target table

24. What do you mean by Foreign record insert?

Ans: 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.

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

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

26. 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.

27. What is an inactivity monitor?

Ans: 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.

28. What is domain separation?

Ans: 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 the data from other businesses. Here we can configure domain separation to isolate the records from both businesses.

29. How you can remove the Remember me check box from the login page?

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

30. What is HTML Sanitizer?

Ans: 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.

31. Which table is used in ServiceNow to audit changes to records?

Ans: ServiceNow uses the Sys Audit [sys_audit] table to audit changes to records.

32. What is the Schema map?

Ans: 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.

33. What is a dashboard?

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

34. What is the scorecard?

Ans: 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).

35. What do you mean by indicators in performance analytics in ServiceNow?

Ans: Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.

36. How to set the default value of a date field to the current date-time value?

Ans: Goto the dictionary of the respective date-time field and set the default value as javascript: gs.now DateTime;

37. What is client transaction timing?

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

38. What is the set workflow(e) function does?

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

Experience ServiceNow Interview Questions

39. How are homepages and content pages added to “update sets” in ServiceNow?

Homepages and content pages don’t get added by default to “update sets.” You will have to upload them and manually add pages to the current “update sets.” 

40. What do you understand about performance analytics in ServiceNow?

In ServiceNow, performance analytics is an additional application that allows you to take a snapshot of data at regular intervals and create time series for any KPI (Key Performance Indicator) in an organization.

41. What is a scorecard?

A scorecard in ServiceNow is a graphical representation of progress over time. It evaluates the performance of a business process or an employee. You will first have to define the indicators that you want to measure as a scorecard belongs to an indicator. You can also add targets, breakdowns, aggregates, and time series to enhance scorecards. 

42. How is the next() different from _next() method?

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

43. What is Glide Record in ServiceNow?

You can interact with the ServiceNow database from a script with the GlideRecord class. The GlideRecord interactions begin with a database query. Your generalized strategy includes creating a GlideRecord object for the table of interest. You can use the GlideRecord API for the following record actions in ServiceNow:

  • Query
  • Get
  • Set
  • Update
  • Insert
  • Delete

44. What is an inactivity monitor in ServiceNow?

An inactivity monitor in ServiceNow triggers an event for a task record when it has remained inactive for a certain amount of time. The inactivity monitor would repeat the trigger if the task remains idle. 

45. What are the job profiles that a ServiceNow developer can look for?

As a ServiceNow developer, you can opt to work in any of the following roles:

  • Functional consultant
  • Administrator
  • Process architect
  • Software Developer
  • Technical consultant
  • Business or process analyst
  • Platform owner
  • Technical lead
  • Implementation specialist

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