1. What is IT Service Management (ITSM)?

IT Service Management (ITSM) is a set of structured policies, processes, and procedures that govern IT
services' planning, delivery, operation, and control to meet business needs. ITSM aligns IT services with
business objectives to enhance efficiency, customer satisfaction, and performance. It covers all aspects of IT
service lifecycle management, ensuring that services are delivered in a cost-effective, reliable, and scalable
manner.

2. What is the ITIL Framework?

The ITIL (Information Technology Infrastructure Library) framework is a globally recognized set of best
practices for ITSM. It provides:

 Guidelines for managing IT services

 Focusing on improving service quality
 Managing risks
 Enhancing customer relationships
 Optimizing resource use

ITIL helps organizations implement standardized processes for service management, covering key areas like
incident management, problem management, change management, and service design to ensure IT services
align with business goals.

3. What are the Key Processes in ITSM?

Information Technology Service Management (ITSM) encompasses a set of processes designed to optimize IT
services, ensuring they align with the needs of the business. Below are the key processes in ITSM, each
playing a vital role in delivering and supporting IT services effectively.

 Incident Management: Focuses on restoring normal service operation as quickly as possible after
an interruption
 Problem Management: Identifies and addresses the root cause of incidents to prevent recurrence
 Change Management: Ensures changes to IT infrastructure are implemented in a controlled and
efficient manner
 Service Desk Management: Acts as the primary point of contact for users to resolve issues and
manage service requests
 Service Request Fulfillment: Manages the lifecycle of user requests for IT services
 Configuration Management: Maintains accurate information on the IT infrastructure and its
components in a Configuration Management Database (CMDB)
 Knowledge Management: Ensures the collection, sharing, and use of IT knowledge to improve
decision-making and problem resolution

4. Explain Incident Management in ITSM.

Incident Management in IT Service Management (ITSM) handles all incidents that disrupt normal IT service
operations. Its primary goal is to restore normal service as quickly as possible to minimize the impact on
business activities. The process involves identifying, logging, categorizing, prioritizing, diagnosing, resolving,
and closing incidents. Effective Incident Management ensures that incidents are resolved promptly, service
levels are maintained, and users are kept informed throughout the incident lifecycle. By swiftly addressing
service interruptions, it enhances user satisfaction and reduces downtime.

5. What Is the Difference Between an Incident and a

Problem?
The key difference between an incident and a problem lies in their nature and focus. While an incident refers
to an immediate disruption in service, a problem is the underlying cause of recurring incidents that must be
addressed to prevent future issues.

Aspect Incident Problem

An event that disrupts or reduces service The root cause behind one or more
Definition
quality. incidents.

Identifying and resolving the underlying

Focus Restoring service as quickly as possible.
cause.

Occurrenc Occurs unexpectedly and needs immediate May be identified after multiple incidents
e attention. occur.

Prevent recurrence by eliminating the root

Objective Minimize disruption and restore service.
cause.

Manageme Managed by Problem Management

Managed by Incident Management process.
nt process.

6. What Is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that
defines the expected level of service. It specifies key performance metrics such as system uptime, response
times, resolution times, and service availability. SLAs are designed to ensure that services meet agreed-upon
standards and provide accountability for both parties. They play a crucial role in managing customer
expectations and providing a clear framework for service delivery.

7. How Does Change Management Function Within ITSM?

Change Management in ITSM ensures that changes to the IT infrastructure, systems, or services are
structured and controlled. Its primary goal is to minimize disruptions to services while implementing
necessary changes. The process involves assessing the risks associated with changes, documenting
proposed changes, obtaining approvals, and scheduling implementations. This ensures that changes are
properly planned, tested, and communicated to stakeholders before being applied to the live environment.

8. What is Configuration Management in ITSM?

Configuration Management ensures that all IT assets, systems, and relationships are accurately tracked and
recorded in a Configuration Management Database (CMDB). This process provides a comprehensive view of
the IT environment, including hardware, software, network components, and services. By maintaining up-to-
date records of configurations, Configuration Management helps organizations manage changes,
troubleshoot issues, and plan for future updates or expansions, ensuring consistency and reliability across
the infrastructure.

9. Explain the Role of a Service Desk in ITSM.

The Service Desk is the central point of contact between IT users and the IT department, facilitating
communication and support. It handles incidents, service requests, and user queries, ensuring timely
resolutions and efficient service delivery. The Service Desk also plays a crucial role in managing customer
expectations, logging issues, escalating complex problems, and providing updates on service-related
matters. By maintaining effective communication, the Service Desk enhances user satisfaction and ensures
smooth IT operations.
10. What Is the Difference Between Service Desk and Help
Desk?
The main difference between a Service Desk and a Help Desk lies in their scope and purpose. While a Service
Desk provides a broader range of IT services, managing incidents and service requests, a Help Desk focuses
primarily on troubleshooting and resolving immediate technical issues.

Aspect Service Desk Help Desk

IT service delivery, managing incidents, and Troubleshooting and resolving user

Primary Focus
requests issues

Broader scope, including IT services, incidents, Narrower scope, focusing on fixing

Scope
requests, and communication technical issues

Proactive/ More proactive, helping improve overall IT service Mainly reactive, dealing with user-
Reactive management reported issues

Service Often integrated with other ITSM processes (e.g., Primarily handles immediate issues
Integration Change, Incident Management) with less integration

User Acts as a single point of contact for multiple IT Primarily handles troubleshooting
Interaction services and processes and support queries

Supports long-term service improvement and IT Focuses on short-term issue

Strategic Role
alignment with business goals resolution

11. What Is Problem Management, and How Does It Work?

Problem Management in ITSM focuses on identifying the root causes of incidents and implementing
permanent solutions to prevent their recurrence. The process begins with problem detection, followed by a
detailed root cause analysis to uncover the underlying issues. Once the root cause is identified, Problem
Management seeks to eliminate or minimize its impact through a permanent fix or workaround. The goal is
to reduce the frequency and impact of incidents, leading to improved service reliability and stability.

12. What is a Known Error in ITSM?

A Known Error in ITSM refers to a problem that has been thoroughly diagnosed, with both the root cause and
a workaround documented. Known Errors are typically logged in the Knowledge Base to help IT teams
quickly resolve similar incidents when they occur. This allows for faster incident resolution by using the
available workaround while a permanent fix is developed. Organizations can reduce downtime and improve
service efficiency during incident handling by keeping a record of Known Errors.

13. How is ITSM Different from DevOps?

ITSM (IT Service Management) is a structured approach focused on managing and delivering IT services
through well-defined processes, such as Incident, Problem, and Change Management. It emphasizes control,
efficiency, and aligning IT services with business needs. DevOps, on the other hand, focuses on continuous
delivery, automation, and fostering collaboration between development and operations teams. DevOps aims
to improve software delivery speed, reduce silos, and enable faster release cycles, whereas ITSM is more
process-driven with a focus on service stability and governance.

14. What Are the Objectives of Incident Management?

The primary objective of Incident Management is to manage and resolve service interruptions efficiently to
maintain business continuity.

 Restore normal service as quickly as possible

 Minimize the impact on business operations
 Ensure that incidents are properly logged and tracked
 Provide timely updates to users and stakeholders

15. What Are the Steps Involved in Problem Management?

Problem Management involves a structured approach to identifying and resolving the root causes of
recurring incidents. It follows specific steps to ensure that problems are effectively addressed and prevented
from reoccurring.

 Problem Identification: Detecting and logging a problem, often triggered by recurring incidents or
trends
 Problem Classification: Categorizing the problem based on its priority, impact, and urgency
 Root Cause Analysis: Investigating the underlying cause of the problem to prevent future
occurrences
 Solution Implementation: Developing and applying a permanent solution or workaround to
resolve the problem
 Problem Review and Closure: Reviewing the effectiveness of the solution and formally closing
the problem after ensuring it is resolved

16. What is a Service Catalog?

A Service Catalog is a centralized repository that lists all IT services provided to users, along with essential
details such as service descriptions, pricing, service levels, and support conditions. It helps users understand
the available services and how to request or access them. The catalog provides a structured and transparent
way to communicate service offerings, ensuring that IT teams and users are aligned on the services
provided. This improves user experience and helps manage service expectations more effectively.

17. What Is It Asset Management, and How Does It Relate To

ITSM?
IT Asset Management (ITAM) focuses on managing and tracking the lifecycle of all IT assets, including
hardware, software, and related components, to ensure they are used efficiently and cost-effectively. In the
context of ITSM, ITAM ensures that the organization's IT assets are accurately inventoried and maintained,
supporting other ITSM processes like Configuration Management and Change Management. By keeping
detailed records of assets, ITAM helps reduce costs, optimize resource use, and improve IT investment and
compliance decision-making.

18. What are KPIs in ITSM?

Key Performance Indicators (KPIs) are metrics used to measure the performance of IT services and
processes. Common ITSM KPIs include:

 Incident resolution time: Measures how quickly incidents are resolved to restore normal service
operations
 SLA compliance rate: Tracks the percentage of IT services that meet the agreed Service Level
Agreement standards
 Change success rate: Indicates the percentage of changes implemented without causing new
incidents or disruptions
 Customer satisfaction score: Gauges user satisfaction with the IT services provided, typically
through surveys
  Mean time to recovery (MTTR): Calculates the average time taken to restore services after an
incident or disruption

19. What Is the Purpose of a Request Fulfillment Process in

ITSM?
Request Fulfillment in ITSM manages and processes user service requests, such as requests for access to
applications, system configurations, or software installations. Its primary goal is to ensure these requests are
handled efficiently and promptly while meeting business needs and compliance requirements. The process
typically includes receiving, logging, prioritizing, and fulfilling requests in line with defined service levels.
Request Fulfillment helps streamline operations and improve user satisfaction by timely delivering requested
services.

20. Explain Continual Service Improvement (CSI) in ITSM.

Continual Service Improvement (CSI) is a key process in ITSM that aims to review and improve IT services,
processes, and overall service quality on an ongoing basis. By regularly assessing performance, CSI helps
identify areas for improvement, whether through increased efficiency, better resource use, or enhanced
service delivery. The process is data-driven, aligning IT services with evolving business needs and ensuring
that IT can adapt to environmental changes. CSI ensures that organizations maintain high-quality service
while remaining competitive and agile.

21. How is Change Management Linked to Risk Management

in ITSM?
Change Management in ITSM is closely linked to Risk Management, as it helps assess, mitigate, and control
the risks associated with implementing changes in the IT environment. Each proposed change is evaluated
for potential risks to service continuity, security, and overall system stability. By following a structured
approval process that includes risk assessments, Change Management ensures that changes are introduced
with minimal disruptions or unexpected consequences. This connection to Risk Management helps
organizations balance the need for innovation with maintaining reliable IT operations.

22. What Is a CMBD, and Why Is It Important?

A Configuration Management Database (CMDB) is a centralized repository that stores detailed information
about all the components, assets, configurations, and relationships within an organization's IT infrastructure.
It includes data about hardware, software, networks, and other resources. The CMDB is crucial for managing
IT resources, as it provides a comprehensive view of the IT environment, helping IT teams troubleshoot
issues, track dependencies, and plan for changes. By maintaining an accurate CMDB, organizations can
ensure better decision-making, minimize service disruptions, and enhance the efficiency of IT operations.

23. How Does Service Continuity Management Work in ITSM?

Service Continuity Management in ITSM focuses on ensuring that critical IT services are maintained or
rapidly restored during a major disruption, such as a disaster or system failure. It involves creating and
implementing disaster recovery plans, developing business continuity strategies, and conducting regular
testing to validate the effectiveness of these plans. The process ensures organizations can continue
operations with minimal downtime, safeguarding essential services and data. Service Continuity
Management helps minimize business risk by ensuring that IT services can withstand or quickly recover from
unforeseen disruptions.

24. What Are Some Tools Commonly Used in ITSM?

Various ITSM tools are utilized to enhance the efficiency of managing IT services, from incident management
to asset tracking. Below are some of the most commonly used ITSM platforms that support different
processes in the IT service lifecycle.

 ServiceNow: A cloud-based ITSM platform offering a wide range of services for incident, problem,
change, and asset management
 BMC Remedy: An ITSM solution known for its powerful automation features, helping organizations
manage incidents, changes, and service requests
 Freshservice: A user-friendly ITSM tool designed for streamlined incident management, asset
tracking, and service request fulfillment
 Cherwell Service Management: A flexible ITSM platform that enables organizations to automate
workflows and manage services with easy customization
 SolarWinds Service Desk: A cloud-based ITSM tool offering integrated service desk management,
asset tracking, and incident resolution capabilities

25. Explain the Importance of Knowledge Management in

ITSM.
Knowledge Management in ITSM is critical for capturing, organizing, and sharing information related to IT
services, solutions, and best practices. It enables IT teams to store and access valuable insights, which
improves decision-making and helps resolve issues more quickly. With a centralized knowledge base, IT staff
can avoid reinventing solutions and provide consistent, accurate responses to recurring problems.
Additionally, it empowers end-users to access self-service options, reducing dependency on IT support for
common issues and improving overall service efficiency. This leads to faster issue resolution, higher
productivity, and improved customer satisfaction.

26. What Are the Challenges in Implementing ITSM?

Implementing ITSM can bring significant benefits, but it also comes with challenges that organizations must
address for successful adoption. Below are some common hurdles faced during ITSM implementation and
integration within an organization.

 Resistance to change from staff

 High initial costs for tools and processes
 Aligning IT services with business objectives
 Complexity in scaling and customizing ITSM processes
 Ensuring consistent communication and training

27. What Are the Benefits of Adopting ITSM for

Organizations?
Adopting IT Service Management (ITSM) brings numerous advantages to organizations by optimizing how IT
services are delivered and managed. Here are the key benefits of implementing ITSM:

 Improved service delivery and customer satisfaction: ITSM ensures services are delivered
efficiently, meeting customer expectations and improving overall satisfaction
 Reduced downtime and faster incident resolution: ITSM helps minimize service disruptions
and ensures quicker recovery from incidents, reducing operational downtime
 Enhanced productivity through standardized processes: ITSM provides structured workflows,
leading to more consistent and efficient IT operations
 Better alignment of IT services with business goals: ITSM ensures that IT services directly
support and align with organizational objectives and strategies
 Increased transparency and accountability: ITSM improves visibility into IT processes, making it
easier to track performance and hold teams accountable

28. What Are the Types of ITSM Deployment Models?

ITSM deployment models vary based on how the IT service management software is hosted and managed,
offering flexibility depending on the organization's needs. Below are the main types of ITSM deployment
models commonly used.

 On-premises: ITSM software is installed and managed on the company’s servers

 Cloud-based: ITSM solutions are hosted in the cloud, offering scalability and ease of access
 Hybrid: A combination of both on-premises and cloud-based ITSM deployments

29. What is Release Management in ITSM?

Release Management in ITSM is the process responsible for planning, scheduling, and controlling the
deployment of software updates, new features, and changes into the live production environment. Its main
objective is to ensure that these updates are released efficiently without causing disruptions to existing
services. This process involves coordination between development, testing, and operations teams to ensure
that releases are thoroughly tested and approved before deployment. Release Management also helps
reduce the risk of service outages by implementing changes in a controlled and systematic way, ensuring
smooth transitions between versions or configurations.

30. What Role Does Automation Play in ITSM?

Automation in ITSM plays a vital role in optimizing and streamlining repetitive tasks, such as ticket routing,
incident resolution, and handling service requests. By automating these processes, IT teams can reduce
human error, increase accuracy, and speed up service delivery. Automation also frees IT staff to focus on
more complex issues requiring specialized attention, improving overall efficiency. Furthermore, automation
tools can help maintain process consistency, enhance monitoring, and ensure compliance with SLAs and
organizational policies, leading to more reliable IT service management.

Most Asked ServiceNow Interview Questions and Answers

1. What is ServiceNow?
ServiceNow is a California-based software company that provides a cloud computing platform founded by Fred
Luddy in 2003. It provides services in various domains, including IT, human resources, security, service
delivery, customer service, and business applications.

2. Difference Between ServiceNow & Salesforce?

ServiceNow Salesforce

It is an IT service management software It is a customer relationship management

that is used for automating workflows in platform that is used for managing sales,
businesses. marketing, customer support, etc.

It caters usually to the IT departments for It mainly caters to sales and marketing teams for
support, employee onboarding, operations, dealing with customer relations and driving
etc. sales.

ServiceNow provides a platform for Salesforces offers a customizable platform called

automating workflows using its proprietary Lightning which comes with tools like process
scripting language. builder and flow.

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

ServiceNow applications refer to devices and applications that comprise an application service as configuration
items (CIs). The various CIs and the relationships between them, that comprise an application service, are
stored in the Configuration Management Database (CMDB). An application service is a set of interconnected
applications and hosts which are configured to offer a service to the organization. Application services can be
internal, like an organization email system, or customer-facing, like an organization website.
4. What is the latest ServiceNow user interface and when it was released?
ServiceNow Utah is the latest version of its user interface which was released in the first quarter of 2023. Its
latest patch was released on May 11th, 2023. The ServiceNow Utah release includes new products and
applications, as well as additional features and fixes for existing products.
5. What is the CMDB Baseline?
CMDB baseline provides capabilities that help you control the changes that have been made to your
configuration items (CIs). A baseline is a snapshot of your configuration items in the CMDB. You can review the
changes that have been made to that configuration item since a previous baseline.
6. What is a business rule?
A business rule is an automated script that executes when a record is modified, edited, omitted, queried, or
displayed. Business rules enforce business procedures and policies with the ServiceNow platform. An essential
point to consider in a business rule is what and when it has to be executed. Business rules are created
using Javascript and can be tested and modified before deployment within the platform.
7. What is an instance in ServiceNow?
An instance is a unique environment within the ServiceNow cloud infrastructure where users store, manage,
and access their data. Every user in ServiceNow gets their copy or instance of ServiceNow in the cloud.
Instances are independent of each other and provide a platform for problem resolving, change management,
and IT service management.
8. What is CMBD?
CMBD (Configuration Management Database) is a database in ServiceNow that stores information about the
organization's configuration of IT assets. These assets include hardware and software components, network
devices, and applications. CMBD enables organizations to maintain the reliability and security of their systems
by helping them track, manage, and maintain the configuration of their IT applications and infrastructure.
9. How does ServiceNow support ITIL processes?
ITIL (Information Technology Infrastructure Library) is an integrated framework that helps IT organizations to
align their services and operations. ServiceNow provides a flexible platform and supports ITIL processes
through several features and functionalities like incident, problem, change, configuration, and release
management. ITIL processes improve the efficiency and effectiveness of an organization's IT service
deployment.
See more, Business analyst skills
10. Explain ServiceNow Security Model.
ServiceNow offers a wide range of IT services, such as IT services, operations, and security management. The
ServiceNow security model provides users with a secure platform, enabling them to manage their IT services
and operations. It is a multi-layered approach that includes the following parameters -

 Data encryption: ServiceNow uses industry-standard encryption algorithms to encrypt all data. Data
encryption ensures the protection of sensitive information from any unauthorized access.

 Access Control: ServiceNow uses access control to allow administrators to define user roles with
specified access and to manage access to various platform resources.

 Authentication: ServiceNow offers different forms of authentication, such as the infamous two-factor
authentication. Authentication ensures authorized access to the platform and platform resources.

 Threat Protection: Threat protection ensures the platform's security against potential cyber-attacks like
malware.

11. What is a glide report?

A Glide report offers a visual representation of all the data stored on the ServiceNow platform. A glide report
enables users to create reports to analyze and monitor data trends and performance. It also provides insights
into various business aspects, and we can customize it according to our needs by displaying data in tables,
graphs, and other visual formats.
12. What are the three components of the ServiceNow instance?
The ServiceNow instance is a unique environment within the ServiceNow cloud infrastructure where users
store, manage, and access their data. The three main components of the ServiceNow instances are as follows
-

 Banner: This component consists of the ServiceNow logo, a setting button, and a global navigator control
search box. It is located at the top of all the pages.

 Application Navigator: This component consists of a list of available modules and applications. There is
also a favorite tab and a tab wherein we can see the recent access pages of the instance.

 Content Frame: This component displays the content of any specific page or record. It also shows lists,
forms, reports, and other pages. Content frame lets users view, edit, and interact with data in the platform.
13. What are the key features of the ServiceNow platform?
ServiceNow is a cloud computing platform that helps organizations to manage digital workflows efficiently. This
is possible due to the various features of the ServiceNow platform. Let's look at a few of these features -

 A cloud-based platform: ServiceNow is a cloud-based platform that allows users to access the system
from anywhere and at any time.

 ITSM: ITSM or IT service management is a comprehensive solution provided by ServiceNow that includes
various IT processes, such as problem management and change management.

 Integration with other systems: We can integrate ServiceNow with other systems and applications, such
as Microsoft Office.

 Security: ServiceNow offers several security features, such as data encryption, access control, and threat
protection, to ensure the protection of data from any unauthorized access.
14. What are lists?
Lists in ServiceNow refer to content frame-type pages. Lists consist of rows from a specified table wherein
every row has one or more columns. We can also search, sort, and edit lists.
15. What is the difference between a table and a database in ServiceNow?
Tables and databases in ServiceNow are two different ways of storing data. Let's look at some key differences
between a table and a database in ServiceNow -

Table Database

Tables store organized data into Databases manage the storage, accessibility, and
rows and columns. retrieval of data.

Tables can be customized according Databases are standardized and follow established
to the client's requirements. protocols to manage data.

The users can access and modify The data stored in the database is restricted to
the data stored in a table. authorized users and cannot be accessed by anyone
without permission.

Tables are slow and inefficient if not Databases are fast and efficient as they are designed to
 Table Database

optimized properly. be highly optimized.

16. What is the purpose of a data model in ServiceNow?

The Data model in ServiceNow allows users to store and manage data in an organized and structured manner.
A data model enables organizations to efficiently manage their operations and build solutions according to their
requirements. The ServiceNow data model is built on relational DBMS, which organizes data into tables and
columns. It includes keys, relationships, dictionaries, access control, and other attributes that define the
structure of the data stored in the platform. We can customize a data model's components to meet an
organization's requirements.
17. Explain how the ServiceNow access control system works.
The ServiceNow access control system or access control list manages the access to data and functionality
within the platform. It allows organizations to define security policies and ensure that only authorized users
access the data. Let's look at how it works -

 Defining roles: The first step is creating roles to define access rights for the users. ServiceNow has
predefined roles, such as users and administrators with specified access rights.

 Defining Access: The access rights are defined for each role. We can also define access rights for
specific fields, such as who can access the data and the ability to view, edit, or execute the data.

 Assigning roles: Roles are assigned to users based on job responsibility. These roles are assigned to
individual users or in groups.

 Defining Security Policies: In this step, security policies are defined to control access to data. These
security policies also control functionalities based on the user's availability, time, or responsibility.

 Evaluating Access Requests: In this step, ServiceNow evaluates access requests, wherein the access is
denied or granted based on security policies and the access rights of the users.
18. What is a script?
A Script in ServiceNow refers to a set of code instructions that can automate specific tasks within the platform.
Scripts are written in various programming languages, such as JavaScript and Python. We can use scripts for
numerous tasks, such as customizing the UI or performing complex calculations. They are created and
executed in several platform parts, such as user interface actions and scheduled jobs.
19. What are the differences between a client script and a server script?
Client scripts and server scripts automate several processes and tasks. While choosing a server script, the
task's complexity, requirement, and security must be considered. Let's look at some key differences between a
client script and a server script in ServiceNow -

Client scripts Server scripts

A client script is executed or run by the The server executes a server script.
client on their system.

Client scripts can only access the data Server scripts can access the ServiceNow database
stored in the client browser. and retrieve and manipulate data stored on the
 Client scripts Server scripts

server.

Client scripts are used to modify UI Server scripts create and update records or manage
elements and perform simple emails and workflows.
operations.

Client scripts are less secure and are Server scripts are more secure and less prone to
vulnerable to various cyber-attacks. cyber-attacks.

20. Explain the ServiceNow incident management process.

The incident management process is designed to help organizations manage and resolve incidents effectively.
Let's understand the ServiceNow incident management process -

 Step 1: The first step is creating an incident record by a user and evaluating it. The incidents are resolved
based on their priority, meaning that if an incident is of high priority, it is immediately sent for resolution to
the incident management team.

 Step 2: Once the incident management team receives an incident, it identifies the issues and implements
the necessary solutions.

 Step 3: In the resolution process, the stakeholders are updated on the progress and obstacles the team
faces.

 Step 4: Review the incident again after the resolution phase and make the necessary changes. The
incident record is then closed and archived in the system.
21. What are the best ways to secure data?
The best ways to ensure secure data in ServiceNow are as follows -

 Data encryption: ServiceNow uses industry-standard encryption algorithms to encrypt all data. Data
encryption ensures the protection of sensitive information from any unauthorized access.

 Access Control: ServiceNow uses access control to allow administrators to define user roles with
specified access and to manage access to various platform resources.

 Network Security: ServiceNow offers a secure network infrastructure that helps protect the data and
prevent network-based attacks by ensuring the data's confidentiality, authenticity, and integrity.

 Data masking: ServiceNow provides several data masking rules. We can mask sensitive data, such as
credit card numbers, with the help of these rules.

 Audit log: ServiceNow maintains an audit log that records all the changes made in the system. This helps
us to stay aware if there are any unauthorized changes made.
22. How can we customize the ServiceNow user interface?
ServiceNow allows customization of the user interface to satisfy the client's requirements. Let's look at the
various ways to customize the ServiceNow user interface -
 Using CSS and JavaScript: We can use CSS to add custom styles to the platform's pages. We can also
use JavaScript to modify and add additional features to the interface to make it look more appealing.
 UI Policies: We use the user interface policies to hide fields, make fields mandatory, or restrict the values
that are not supposed to be entered in a field.

 Creating custom pages and modules: We can create custom pages and modules to customize the
ServiceNow UI. Custom modules are used to add features to the platform, while custom pages are used to
create a unique UX for specific users and groups.
23. What is an import set?
An import set in ServiceNow is a tool to import data from external sources into the platform. The data can be in
any format, such as .xml or .csv. An import set provides a flexible and efficient way to import data from external
sources.
24. What is a transform map?
A transform map in ServiceNow is a tool used to convert the data format, for example, converting the format
from .xml to JSON. They are used for several purposes, such as data migration and integration.
Also See, Manual Testing Interview Questions
25. What is HTML sanitizer?
HTML sanitizer is an essential security feature that prevents potential cyber-attacks and protects the data
stored in the ServiceNow platform. The HTML sanitizer checks the input data for potentially harmful HTML tags
and removes them to stop their execution. It can be integrated with other security features, such as anti-virus
scanning, to provide an optimal security solution.
26. What is the difference between a module and an application?
Let’s look at some key differences between a module and an application in ServiceNow -

Module Application

Modules are a predefined set of features An application is a collection of modules and

designed to address business other elements that provide a complete
requirements. solution.

Modules can be customized to incorporate Applications can be customized to a much greater

specific client requests. extent to meet the organization's requirements
with the help of features such as scripts and
forms.

Modules can be integrated with other Applications can be integrated with applications
modules to offer a complete solution. to offer a comprehensive solution.

A few examples of ServiceNow modules A few examples of ServiceNow applications can

include the incident management module be - IT service management applications and
and change management module. Human Resource applications.

27. What is the difference between a workflow and an approval workflow?

Let’s look at some key differences between a workflow and an approval workflow in ServiceNow -
 Workflow Approval Workflow

A workflow visually represents a task, decision, An approval workflow is a workflow that

and action. manages and tracks approvals for
requests.

Workflow is created using a visual tool called Approval workflows are created using a
Workflow editor, which lets us develop, design, visual tool called the Approval Workflow
and test workflows. editor.

Workflow automates repetitive or complex tasks. An approval workflow automates the

process of approving or rejecting request
changes.

28. How can we create custom reports in ServiceNow?

ServiceNow allows organizations to create custom reports that satisfy their business requirements. Let's look at
the various steps we need to follow to create custom reports in ServiceNow -

 Step 1: Select the "Create New" option in the reporting module within the ServiceNow platform.

 Step 2: Select the type of report you want to create, such as a table or map.

 Step 3: In this step, you can use a table, an external data source, or both to select the data source of your
report.

 Step 4: Define the fields you wish to include in your report.

 Step 5: Use conditions and parameters to filter the data; this ensures that the report only contains relevant
data.

 Step 6: Choose the display format for the report to make it visually appealing, such as a bar graph or a pie
chart.

 Step 7: Save and run the report to look at the final result.
29. What is the difference between a GlideRecord and a GlideAJAX request?
Let’s look at some key differences between a GlideRecord and a GlideAJAX request in ServiceNow -

GlideRecord GlideAJAX request

A GlideRecord interacts directly with the A GlideAJAX is used for asynchronous

database. interaction with the database.
 GlideRecord GlideAJAX request

A GlideRecord offers an interface for viewing, A GlideAJAX requests the server to retrieve
editing, and querying data. or update the data stored in the server.

GlideRecords retrieve data from the server in a GlideAJAX requests to retrieve data
synchronous manner. asynchronously.

It is executed on the server side. A GlideAJAX request is executed on the client

side.

A GlideRecord provides more features but is It is fast but provides fewer features as there
slower as it directly interacts with the server. is no direct interaction.

30. How can we set up access controls in ServiceNow?

Setting up access control ensures that the users only have access to data relevant to which is their role. Let's
look at the various steps we need to follow to set up access control in ServiceNow -

 Create a role with desired permissions that justify the user's role in the organization. We can assign this
role to a specific user or group.

 After creating a role, we can set up access controls for specific records or fields within the platform.

 We can set up access controls for a particular script, UI pages, and specific actions within the ServiceNow
platform.
31. What is the difference between an ACL and a UI policy?
Access Control Lists and User-Interface Policies are two essential security features in ServiceNow. Let's look
at some key differences between an ACL and a UI policy request in ServiceNow -

ACL User Interface Policy

ACLs are a set of rules that decide what all A UI policy in ServiceNow is a security policy
data a user can access. that controls the platform's user interface.

ACLs control data access within the platform, UI policies control the visibility of fields and
restrict access to confidential data and values entered in the field and enforce rules
enforce regulation policies. about data validation.

ACLs are implemented at the data level. UI policies are implemented at the form level.
 ACL User Interface Policy

ACLs are created and managed by the UI policies are created and managed by the
platform's security console. platform's designer.

32. What is domain separation?

Domain separation in ServiceNow is a feature that helps organizations to ensure data security and privacy. It
provides a secure way of managing data for multiple departments or businesses within a single platform. Every
domain operates independently and prevents the risk of any potential cyber-attacks.
33. What is a BSM map?
BSM or Business Service Management maps in ServiceNow visually represent the relationships between
several IT components. BSM maps help organizations analyze how their services impact customer satisfaction
and business.
34. What are reference qualifiers in ServiceNow?
Reference Qualifiers in ServiceNow offer an efficient way to restrict the data available for a reference field.
They enable users to select correct data and improve the system's accuracy.
ServiceNow Interview Questions and Answers for Freshers
1. Difference Between ServiceNow & Salesforce?
Ans: Below are the major differences between ServiceNow and Salesforce
Function ServiceNow Salesforce

Platforms
Web-based, iPhone & Android app Web-based, Windows phone app
Supported

Typical Enterprise & Mid-size business Enterprise, Small & MId-sie business
Customers Customers Customers

Phone & Online Support, Phone & Online Support,

Support
Knowledgebase, Video tutorials Knowledgebase, Video tutorials

Integrations OpsGenie, PagerDuty, Workato MailChimp, Trello

Security No CSA, CCM Certification CSA, CCM Certification

No encryption i.e sensitive data which

Encryption Encryption of sensitive data at rest
is at rest

No multifactor in the authentication Multi-factor in the authentication

Access Control
process process

Data Policy No data backup in multiple locations Data backup in multiple locations

2. What is ServiceNow?
Ans: ServiceNow is a cloud-based ITSM tool. Please check the below URL before attending a service-
now interview.
 If you want to enrich your career and become a professional in ServiceNow, then enroll in "ServiceNow Online
Training" - This course will help you to achieve excellence in this domain.

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

Ans: Application is a group of modules that provides 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.
4. What is the latest ServiceNow user interface and when it was released?
Ans: The latest user interface is the UI14 interface. It came in the Eureka release
5. What is the full form of CMDB?
Ans: Configuration Management Database
6. What is the CMDB Baseline?
Ans: CMDB baselines help 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
7. How to enable or disable an application?
Ans: Navigate to the “Application Menus” module under the system definition application. Open the
respective application that requires enabling or disable. Set active as true to enable it or set active to
false to disable it
8. What is a view?
Ans: The 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.
9. What is the ACL?
Ans: An ACL is an access control list that defines what data a user can access and how they can
access it in service now.

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

Ans: Impersonating a user means that you can log in to the system as that user and can have felt how
the service-now UI is set for that user. This is very useful while testing. For example, if you are
required to test whether a user can access the change form or not. You can impersonate that user and
can test instead of logging out from your session and logging in again with that user's credentials.
11. Which is the Parent table for the incident, change, and problem?
Ans: Task table
12. What is a record producer?
Ans: A record producer is a type of catalog item that allows users to create task-based records from
the service catalog. For example, you can create a change record or problem record using a record
producer. Record producers provide an alternative way to create records through the service catalog
13. 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 to be read-only. We can set this to non-read only by
using the dictionary override. Similarly, there are other properties that can be set for the fields in an
extended table.

14. What do you mean by coalescing?

Ans: 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

15. What is a UI policy?

Ans: UI policies are alternatives 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 for dynamically changing a field on a form.
Related Article: ServiceNow Tutorial for Beginners

16. What is a data policy?

Ans: 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.
17. What is the difference between UI policy and data policy?
Ans: 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.
18. What is a client script?
Ans: Client script sits on the client-side(the browser) and run there only.types of client script are
OnLoad() OnSubmit() OnChange() OncellEdit)
19. How can you cancel a form submission through client script?
Ans: In the onSubmit function return false. function onSubmit() { return false;}
20. What is a business rule?
Ans: 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 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.

21. Can you call a business rule through a client script?

Ans: Yes you can call a business rule through a client script by using glideajax
22. What is a glide record?
Ans: Gliderecord is a java class that is used for database operations instead of writing SQL Queries.
23. 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.
24. What is an updated 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 we made some configuration changes in our development environment and want some
changes in our test environment then we can capture all the changes in an updated set and can move
this update set to the test environment instead of doing changes manually in a test environment.

25. What is a sys_id?

Ans: A unique 32-character GUID that identifies each record created in each table in ServiceNow
Servicenow Interview Questions and Answers for Developers
26. 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
27. How to set a field unique on the table?
Ans: Go to that respective field dictionary and set the unique check box to true.
28. 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.
Related Article: What is ServiceNow - A Complete Guide

29. 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.
30. What role you are required to create/update ACL?
Ans: security_admin
31. 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
32. 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.
33. 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.
34. 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.
35. 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
36. 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.
37. 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.
38. 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.
39. 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.
40. 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.
Leave an Inquiry to learn about: ServiceNow Online Training in Bangalore
41. 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.
42. 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.
43. 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.
44. 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.
45. What is a dashboard?
Ans: The dashboard is a visual collection of reports and paralytics presented as KPI scorecards and
indicator summary tab.
46. 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).
47. 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.
48. 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;
49. 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”.
50. 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 GlideRecord operation.
Parameters:
e – A boolean variable that if true (default) enables business rules, and if false to disables them.
Related Article: Learn ServiceNow Workflow

ServiceNow Interview Questions and Answers for Admin

51. What the setForceUpdate() function does?
Ans: setForceUpdate() updates the record even if there are no changes on the record.
52. What is the significance of the set limit(n) function?
Ans: set limit(n) functions to limit the number of records to query by Gliderecord().
53. Can you update a record without updating its system fields(like
sys_updated_by, sys_updated_on)?
Ans: 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:
var gr = new GlideRecord(‘incident’);
gr.query();
if(gr.next()){
gr.autoSysFields(false);
 short_description = “Test from Examsmyntra” ;
gr.update();
}
54. How to get the row count in a glide record?
Ans: By using the getRowCount() function you can retrieve the number of rows.
55. What is the difference between deleteMultiple() and deleteRecord()?
Ans: delete multiple() deletes multiple records according to the current “where” clause. Do not delete
attachments, whereas delete record() deletes the single record.
56. How to restrict users to upload an attachment in ServiceNow?
Ans: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 are able to upload attachments to a record. If no roles are entered,
then all roles can upload attachments to ServiceNow forms.
Click Save.
57. How to disable attachments on a specific ServiceNow table?
Ans: Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.
58. 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.
59. What are Gauges?
Ans: A gauge can be based on a report and can be put on a homepage or a content page.
60. What do you mean by Metrics in ServiceNow?
Ans: 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.
61. How many types of searches are available in ServiceNow?
Ans: 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.
62. Which roles are used by Knowledge management?
Ans: Knowledge management uses these roles knowledge, knowledge_admin, and admin role.
63. How to create your own report?
Ans: Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run
and then click New.
64. How to activate the reporting engine?
Ans: Make the glide. report.use_charting_v2 system property to true.
65. Name a few types of reports that you can generate?
Ans: Few reports are:
 List
 Bar
 Pivot
 Pie
 Calendar
66. How to control the script conditions of Access Control Rules apply to a
table’s reference fields?
Ans: You can Add glide.sys_reference_row_check to the System properties and set it to true.
67. How to create an Inbound Email Action?
Ans: Navigate to System Policy > Email > Inbound Actions and Click New.
68. How does ServiceNow recognize Inbound Emails?
Ans: Via Watermark or InReplyTo email header. If These are not present, ServiceNow recognizes an
email containing a prefix in the subject line.
69. How to enable automatic user creation from email?
Ans: Set the property glide.pop3readerjob.create_caller to true in system properties.
70. How do allow locked-out users to trigger inbound email actions?
Ans: By adding the system property glide.pop3.process_locked_out to true.
Refer for more information: https://wiki.servicenow.com/index.php?title=Inbound_Email_Actions
Explore ServiceNow Sample Resumes Download & Edit, Get Noticed by Top Employers!

71. Which role is required to create and access the baseline?

Ans: role is required to create and access baselines.
72. How to change the recipient limit in the email notifications?
Ans: By setting the system property glide.email.smtp.max_recipients.
73. What is the difference between ${URI} and ${URI_REF}?
Ans: ${URI} shows the word LINK whereas ${URI_REF} shows the display value of the record as the
link text.
74. How to hide watermark globally?
Ans: Create a new property named glide.email.watermark.visible and set it to false.
ServiceNow Interview Questions and Answers for Technical
75. What is a BSM Map?
Ans: 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.
76. In which table update sets and customization are stored?
Ans: 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.
77. What happens if a Default update set is marked as complete?
Ans: If the Default update set is marked Complete, the system creates another update set named
Default1 and uses it as the default update set.
78. Are Does Homepages and Content pages added to the update sets?
Ans: 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.
79. What is a Reference qualifier?
Ans: Reference qualifiers are used to restrict the data that is selectable for a reference field.
80. 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.
81. How to disable client transactions?
Ans: 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
82. How to change the Homepage layout?
Ans: Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.
83. How to change the banner and list caption background color?
Ans: You can change the banner and list caption background color by navigating to
System Properties > CSS.
84. How to create a new role?
Ans: Navigate to User Administration > Role and click New.
85. Can I have more than one function listening to the same thing?
Ans: You can, but there is no guarantee of sequencing. You cannot predict what order your event
handlers will run.
90. Which method is used to get all the active/inactive records from a
table?
 Ans: You can use the addActiveQuery() method to get all the active records and the
addInactiveQuery() to get all inactive records.
91. How do you get the result set from two tables in the glide script?
Ans:
addJoinQuery(joinTable, [primaryField], [joinTableField])

Note: This is not a true DATABASE Join. addJoinQuery() adds a subQuery.

92. Which object is used to reference the currently active form in the
client script?
Ans: g_form object is used to reference the currently active form in the client script
93. Which object is used to refer to the currently logged-in user in the
client script?
Ans: You can use the object g_user object to get the details of the currently active user.
94. State the best practices of client scripts?
Ans: Few of the best practices to use client Scripts :
 Enclose Code in Functions.
 Avoid DOM manipulation, use g_form object.
 Avoid global client scripting, etc.
95. How will you hide/show a field using client script?
Ans: You can use the g_form.setVisible(‘field name’, ‘value’); method to show/hide a field using client
script.
96. What is the processing order for Record ACL rules?
Ans: 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.
97. How do you get the records of specified fields which are not null?
Ans: addNotNullQuery(String fieldName) can be used.
Example: To get all the records where ‘name’ is not null.
addNotNullQuery(‘name’);
98. How will you get all the records where the incident is having a
category as hardware or software?
Ans: Use addOrCondition(String name, String oper, Object value) .
Example :
var gr = new GlideRecord(‘incident’);
var qc = gr.addQuery(‘category’, ‘hardware’);
qc.addOrCondition(‘category’, ‘software’);
gr.query();
99. How to set the invalid queries into empty result sets?
Ans: 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.
100. How to determine whether any of the field values in a record has
changed?
Ans: By using the method changes() you can determine that the field value has been changed for a
record.
Visit Here to Learn: ServiceNow Online Training in Hyderabad
101. What is the difference between next() and _next() method?
Ans: The 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.
102. Which glide function is used to retrieve the number of rows of a
table?
Ans: Using getRowCount() method .
For more information, visit https://wiki.servicenow.com/index.php?title=GlideRecord
 Tips to Prepare for ServiceNow Interview
ServiceNow Interview Preparation
Here are a few tips to shine in your ServiceNow Interview:

 Be clear and confident in your responses:

o Whatever you say during the interview, make it as clear as possible. Also, express your information
with a lot of confidence so that your good attitude might impress the interviewer.
 Be open and honest about your knowledge:

o During the interview, be open and honest about any knowledge you have or while explaining the topics
on your CV. If you don't know something, accept it or say you haven't worked on it previously.
 Give some examples from real life:

o Try to answer with some real-life instances when presenting your answers. This demonstrates to the
interviewer that you understand an idea in depth.
 Discuss your multi-skills :

o In addition to ServiceNow, talk about any other relevant knowledge or skills you've gained in the past.
This assures the interviewer that you are a good candidate to hire since your multi-skills will set you
apart from the competition.
Most Common ServiceNow FAQs
1. What skills are needed for ServiceNow?
Ans: The following are key skills that a ServiceNow professional should have:
 In-depth knowledge of at least one high-level programming language, primarily JavaScript.
 A fundamental understanding of ITSM, ITIL, or CMDB processes.
 Familiarity with XML, HTML, AJAX, CSS, HTTP, and REST/SOAP.
 Experience using the ServiceNow implementations.
2. Does ServiceNow need coding?
Ans: Yes, both front-end and back-end involve coding, and you'll rely heavily on ServiceNow's
proprietary JS libraries for database transactions.
3. Is ServiceNow enough to get a job?
Ans: Yes. Even if you're a newbie or an experienced pro, you can easily build a successful career with
ServiceNow. All you need for a stable ServiceNow career is to acquire the right ServiceNow training
and go over the top ServiceNow interview questions, and you'll be all ready to land a job in
ServiceNow.
4. How do you get hired in ServiceNow?
Ans: ServiceNow's hiring procedure is extremely competitive, as it is one of the most well-known
companies in the world. It has been named one of the top places to work in 2024 by Glassdoor.

Here are the few ways that help you to get hired in ServiceNow -

 The first thing to visit when you’re looking for opportunities at ServiceNow is its careers page. This will
show you all the open positions and will let you filter by category, location, and whether you are
interested in a full-time or part-time job.
 Select the role and read the job description thoroughly and focus on what skills they are looking for.
The best thing to do this is to attain the right training and earn the certification.
Once you are ready, start applying for the roles and get hired.
5. How to crack ServiceNow Interview?
Ans:
1. First, decide which ServiceNow profile you'll be working on Administrator, Developer, or Architect.
2. Prepare a resume that is tailored to the job description.
3. Research the company for which you will be interviewed.
4. Learn about the ServiceNow product offerings.
5. If the interview will be conducted over the phone, via webcam, or in person, plan accordingly.
6. Prepare for frequently-asked ServiceNow interview questions.
7. Make a list of questions for the interviewer.
o For how many clients, you’ll be working?
o How many different instances you’ll be working on?
6. How many rounds of interviews are there in ServiceNow?
Ans: On the basis of previous candidates' interview experience, usually the process at ServiceNow
consists of 5 rounds: : one online exam, two technical interviews, one managerial interview, and the
final HR round.
7. Why is ServiceNow so popular?
Ans: ServiceNow provides digital workflows that boost productivity and provide great experiences for
employees and organizations.

The major reason behind ServiceNow’s popularity is that it offers features that no other ITSM tool has,
such as an intuitive service experience, assured service availability, key service metrics, process
delivery and management, real-time communication, customer engagement, collaboration, and
resource sharing, testing, quality assurance, and more.

8. Are ServiceNow developers in demand?

Ans: ServiceNow has turned into a market leader in the ITSM space. As a result, ServiceNow has
become an in-demand job skill for employers. ServiceNow Developers and administrators are in higher
demand than ever, and jobs requiring talent and experience with the platform are on the rise.
Becoming a ServiceNow certified opens many opportunities for landing a good, and high-paying
career.
9. Does ServiceNow pay well?
Ans: According to AmbitionBox, in India, ServiceNow professionals can earn an average of ₹ 18 Lakhs
per year with experience between 2 to 6 years, which is much higher than the salary earned by most
other job profiles.
10. What are the skills a ServiceNow developer should possess?
Ans: The following are the most important skills a ServiceNow developer should have:
 Proficiency in JavaScript.
 Expertise in UI, SQL, HTML, and CSS is beneficial.
 Knowledge of XML and structured programming concepts is required.
 Experience in ServiceNow implementations
 Capacity to solve difficult situations
 Communication and presentation skills.
 Time management skills
11. What does a ServiceNow Developer do?
Ans: A ServiceNow developer manages an organization's ServiceNow platform, which helps IT service
management in automating business processes. To improve the platform will be involved in designing,
configuring, building, troubleshooting, and installing baseline and custom apps. A ServiceNow
developer must also monitor the platform's stability and make necessary architectural changes.
12. What certifications are offered by ServiceNow?
Ans: The certifications offered by ServiceNow are:
 Certified Application Developer: This certification assesses your skills in developing and
implementing applications.
 Certified Systems Administrator: This certification will train you on ServiceNow basics and tests
your skills in managing, configuring, and implementing it.
 Certified Implementation Specialist: This certification tests your knowledge of ServiceNow and
covers topics such as service mapping, financial management, service management, vulnerability
response, HR, security, and customer service management.
13. What are the roles & responsibilities of a ServiceNow developer?
Ans: Below listed are the main roles and responsibilities of a ServiceNow developer:
 Identify the defects and provide solutions.
 Collaborate with other administrators to develop solutions and modifications.
 Make use of.NET, C#, and AJAX as well as third-party controls.
 Manage tool settings to ensure consistent productivity.
 Customize new programs and modifications to make them easier to use.
 To avoid disruptions, implement new changes with as little downtime as feasible.
 Assist with any technical issues that arise during the development process.
14. What are the job profiles that a ServiceNow developer can look for?
Ans: As a ServiceNow developer, you can work as one of the following:
 Functional consultant
 Process architect
 Technical consultant
 Business or process analyst
 Platform owner
 Technical lead
 Administrator
 Implementation specialist
 Developer

ServiceNow Admin Interview Questions For Freshers

If you’re a fresher, you may expect the following ServiceNow admin interview questions in your
interview.

1. What is the Service Now Tool?

ServiceNow is a cloud-based firm that offers specialized management software (SaaS). The company
specializes in IT services management (ITSM), IT operations management (ITOM), and IT business
management (ITBM) and offers several apps and plugins to help users manage projects, teams, and
client interactions. ServiceNow is simple to integrate with other tools.
2. What are the roles and responsibilities of the ServiceNow
Administrator?
Below listed are some of the roles and responsibilities of the ServiceNow Administrator:

 Create, design, configure, and enhance custom apps and assist the software's end users.

 Address various service requests that customers submit to businesses.

 Customers' requests must be followed up on and resolved.

If you want to enrich your career and become a professional in ServiceNow, then
enroll in "ServiceNow Admin Training". This course will help you to achieve excellence in
this domain.

3. What is an ‘Application’ in ServiceNow?

Applications in ServiceNow represent packaged solutions for delivering services and managing
corporate processes. Simply put, it is a collection of modules that provide information on those
modules. The Incident application, for example, will provide information on the Incident Management
process.

4. What do you mean by CMDB baseline?

CMDB stands for Configuration Management Database, and the primary purpose of a CMDB baseline is
to control and comprehend any modifications made to a configuration item (CI).

You can make a baseline in the CMDB, which is a snapshot of your configuration elements. You can
monitor the modifications done to that configuration item since the last baseline. Multiple baselines
can be constructed, and the system keeps account of the changes made to each one.

5. What do you mean by Coalesce?

The Coalesce option in ServiceNow allows updating existing target table records when transforming
import data. The coalesce option on a field map lets you define whether the selected Target field
should be used to coalesce when import set records are modified. When the field map Coalesce
checkbox is selected, the import set row is changed, and the instance searches the target table for an
existing record with the same Target field value as the import set row Source field.

6. What is the full form of CMDB, and what does it do?

Configuration Management Database is the abbreviation for CMDB. In ServiceNow, it stores all the data
of technical services. For information technology installations, it serves as a data warehouse. CMDB
stores information about IT assets and descriptive relationships between them.

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

ServiceNow?
All text searches in ServiceNow are performed by Zing (a text indexing and search engine).

8. What is LDAP Integration?

LDAP (Lightweight Directory Access Protocol) is a cross-platform authentication protocol for directory
services. Administrators can utilize the LDAP directory to automate administrative operations by
establishing users, assigning them roles, and speeding the user login process.

The system may access user data from your existing LDAP server with an LDAP integration. A single
sign-on approach usually includes an LDAP integration as well. The integration employs the LDAP
service account credentials to retrieve the LDAP servers when transforming import data; you
distinguished user name (DN).

Related Article: ServiceNow Integration

9. What are UI policies?

UI policies control specific process flows for tasks and change information on a form in real-time.

For example, UI policies can make a form's number field read-only, the short description field
obligatory, and other fields hidden. Basic UI policies do not require scripting; however, the Run scripts
option should be used for more elaborate operations.

10. What is a Data Policy?

In ServiceNow, Data policies allow you to enforce data by making fields necessary or read-only. Data
policies are similar to user interface policies. But UI policies only be applied to data entered on a form
using a standard browser, whereas data policies can be applied to any data submitted into the system,
including data imported via import sets or web services and mobile user interface.

For example, assume you're setting up a web service that lets people from outside the platform
update problems in your ServiceNow instance. These problems are not subject to the UI policies on the
problem form because they are not changed through the instance UI.

11. In ServiceNow, what are the dictionary overrides?

ServiceNow dictionary overrides allow you to define a field on an extended table differently from the
parent table field.
 A dictionary override, for example, can change the default value on the Incident [incident] table for a
field on the Task [task] table without impacting the default value on Task [task] or Change [change].

Administrators have control over the following aspects of a field:

 Reference qualifiers

 Dictionary attributes

 Default values

 Calculations

 Field dependencies

 Default column display values

 The mandatory and read-only status.

12. What do you mean by impersonating a user, and How is it useful?

Users with admin or imposter roles can temporarily assume the identity of another authenticated user
for testing purposes. Knowing another user's password is not required for impersonation. The admin
user can precisely view what the impersonated user can see and do when impersonating another user.
This functionality is helpful for testing. Instead of logging out of your session and logging back in with
the user credentials, you can mimic that user and test.

13. What is ACL?

Access control lists (ACL) rules limit data access by directing users to meet a set of criteria before
interacting with it.

Components of ACL

The following are the components for all access control list rules:

 Securing the object and operation

 The access rights required to use the object

The target to which access must be restricted is the object. Each object has a type and a name that
distinguishes it from other tables, fields, or records.

14. What is a view?

In ServiceNow, views are the items displayed when a user opens a form or a list. You can change the
view by default for both lists and records.

Also, when the system displays a state or list, it usually only shows a subset of the fields in the
underlying table.

15. What is a Business Rule?

In ServiceNow, when a record is displayed, inserted, modified, or deleted, or when a table is queried, a
server-side script runs inside, known as a business rule. You can use business rules to automate
operations like updating form field values when certain circumstances are fulfilled or creating email
notifications and script actions. Scripts used by business rules perform actions on database records.
Client scripts and UI actions, for example, are two further scripting options offered on the platform.

16. What do you mean by Metrics in ServiceNow?

 A metric can track how long an audited field holds a specific value. For instance, it follows how long an
incident is assigned to an individual or how long an incident is in the state Active.

17. What is a BSM Map?

BSM map (Business Service Management Map) is a crucial ServiceNow feature that allows users to see
a visual representation of the ServiceNow CMDB and the Business Services and CIs that make up those
services. BSM Map Actions in ServiceNow will enable you to display extra information about (and take
action on) the CIs depicted on the map.

Also, Check ServiceNow Architecture

18. What is a GlideRecord?

A GlideRecord is a single-table object that contains records. Instead of creating SQL queries, it is used
to conduct database operations. The GlideRecord class allows a script to connect with the ServiceNow
database. A database query is the starting point for GlideRecord interactions. The general strategy is
as follows:

 For the table of interest, create a GlideRecord object.

 Create a query condition (s).

 Carry out the query.

 Script logic should be applied to the records returned by the GlideRecord object.

Here’s is how strategy looks in Pseudocode:

// 1. Create an object to store rows from a table

var myObj = new GlideRecord('table_name');

// 2. Build query
myObj.addQuery('field_name','operator','value');
myObj.addQuery('field_name','operator','value');

// 3. Execute query
myObj.query();

// 4. Process returned records

while(myObj.next()){
//Logic you want to execute.
//Use myObj.field_name to reference record fields
}
19. What is an import set?
In ServiceNow, import sets allow you to import data from multiple sources and then map that data to
tables. Import set serves as a staging area for newly imported records.

20. What is a transform Map?

A transform map is a field map collection that identifies the relationships between fields in an import
set and fields in a ServiceNow table, such as Incident [incident] or User [sys user]. You can reuse a
transform map to map data from another import set to the same table after you've created it. An
administrator can use the Transform Maps module to select destinations for imported data from any
table.
 To describe the connection between source fields on an import set table and destination fields on any
table, transform mapping can be as simple as a drag-and-drop procedure. Use transform mapping to
map source and destination fields automatically.

ServiceNow Admin Interview Questions For Experienced

The following ServiceNow Admin interview Questions are intended for Pseudocode advanced-level
users.

21. What do you mean by foreign record insert?

When an import modifies a table that isn't the target for that import, it's called a foreign record insert.
This occurs when a table's reference field is updated. When you edit a value for the caller on an
incident, the import updates the sys user table.

22. What does the Client Transaction Timings plugin do?

The Client Transaction Timings plugin complements the system logs by adding information on the
duration of transactions between the client and the server. By looking at where time is being spent and
how time was spent throughout a transaction, you can pinpoint the source of performance difficulties.

The Response Time Indicator Response Time Indicator must be enabled for this plugin to operate, and
it collects data from the following browsers:

 Firefox

 Internet Explorer

 Chrome

23. What is an Inactivity monitor?

If a task stays inactive for a specific time, an event is triggered for the task record known as the
Inactivity monitor.

24. What is domain separation?

In ServiceNow, domain separation allows you to divide instances into different domains logically. It
enables other ServiceNow systems within a single model, letting the representative handle numerous
enterprises.

Check out What is ServiceNow Workflow

Domain separation is advantageous for those:

 Who wants to separate the business processes and users for numerous organizations within a single

system?

 Who wants to keep data separately across different corporate entities?

 Who desire some global graphical techniques and reports to be preserved.

25. What is HTML Sanitizer?

The HTML Sanitizer is a tool that cleans up HTML markup in HTML fields, removes unwanted code, and
protects against security threats, including cross-site scripting. The HTML sanitizer is enabled for all
instances.
The HTML sanitizer works by looking for markup that you always want to keep in the built-in inclusion
list. Administrators can edit the built-in inclusion list using the HTMLSanitizerConfig script included by
the sanitizer. To eliminate HTML markup, items can also be put on the exclusion list. The exclusion
list's contents take precedence over the inclusion list's contents.

26. What is the significance of the cascade variable checkbox in the order
guide?
Values submitted for variables in the first-order form are transmitted to the equivalent variables in the
ordered catalog items using cascading. A variable on the initial order form, for example, encourages
the buyer to provide a delivery address. If cascade is enabled, the value of this variable is used to
populate delivery location fields on all ordered goods; select a checkbox when constructing the order
guide to help cascade allow cascading.

Then, on the catalog items, establish variables that correspond to the names of the order guide
variables. The variables on the ordered goods inherit the values of the identically named variables in
the order guide when a customer places an order.

27. What are Gauges?

A gauge can be seen on the ServiceNow homepage and can display real-time information on the status
of records in ServiceNow tables. A report can be used to create a gauge. It can be placed on either the
homepage or a content page. If gauges were relocated from an earlier instance in an updated set or an
older installed plugin, they might be present in your sample. Admins can use platform functionality to
generate meters at the table level. Other users can't create gauges because of an ACL on the sys
gauge table.

28. What is a record producer?

A record producer is a catalog item that allows end-users to create task-based records from the service
catalog, such as incident records.

Instead of utilizing the standard task-based form to create records, use record producers to deliver a
better end-user experience. A record producer has a similar appearance and feels to a catalog item.

Instead of a requested item, the record creator creates a task record, such as an incident. You can
create a record producer for tables and database views in the same scope as the record producer. You
can also develop a table record producer that allows apps from different areas to make records.

29. What types of searches are available in ServiceNow?

To conduct text searches, Zing provides a variety of search interfaces and search operators.

Search Interface Description

Global text search From a single search field, find records in several tables.

Search for entries in a list by going to a specific field, searching all

Lists
areas, or searching a particular column.

knowledge base Find articles in the knowledge base.

Filter the objects in the application navigator using the navigation

Navigation filter
filter.

UI pages Create a custom user interface page to search for records in a table.
 Live feed Filter, search, and sort messages in the live feed.

30. What happens when you mark a default update set as complete?
For any application scope, only one update set can be the default. Set the Default set field to true to
make an update and set the default setting. When you set Default set = true, you get the following
results:

 The update set becomes the scope's default update set.

 For all other update sets with the same scope, the system sets Default set = false. This ensures that

each area has only one default update set.

31. What is a Reference Qualifier?

Reference qualifiers allow filter creation to limit the returned data for a reference field. A reference
field contains a link (reference) to a field on another table, allowing the form containing the reference
field to access the records/fields in the referred table.

For instance, the Incident table's Assigned to field refers to the User [sys user] table. If the reference
lookup includes all users from the User table reference qualifier as defined in the previous example, all
values for the referenced field appear by default in the reference lookup and can be accessed directly
through the reference field.

32. What is Performance Analytics in ServiceNow?

ServiceNow Performance Analytics is an in-platform process optimization tool that allows you to
construct management dashboards, report on KPIs and metrics, and answer critical business questions
to help you improve service quality while lowering costs.
33. What is a Scorecard?
A scorecard is a tool for evaluating a team member's or a business process performance. It's a graph
that shows how far you've come over time. A scorecard is a type of indication. The first step is to
determine the presentation you'd like to track. Targets, breakdowns (scores by group), averages, and
time series can all be added to scorecards to improve them.

34. What do you mean by application navigator and how to modify service
catalog items?
The application navigator, often known as the left navigation bar, gives users rapid access to all
programs and the modules they include, allowing them to discover information and services quickly.

In Instance, an application is a collection of modules (or pages) that provide linked information and
functionality. The Incident application, for example, has modules for creating and viewing incidents.
Modules for configuring servers, databases, and networks are available in the Configuration
Management application.

35. Give some practical examples for the ServiceNow Integration Tool?
The following are some examples of how to use the service now integration tool in practice:

 Replace spreadsheets using the service now integration tool and email them to collaborative

workspaces.

 Assists in the automation of all business processes in your company.

 Users can easily create any form of modern work environment with the help of the service now

integration tool.
 Aids in the enhancement, automation, and structure of simplified service delivery.

36. Name the essential products of Service now?

Service Now provides a variety of products, including:

 Application for business management

 Management of customized services

 Application for HR management and IT service automation.

Related Article: What is ServiceNow Ticketing Tool

37. Define a client script?

When client-based events occur, such as when a form loads, after form submission, or when a field
changes value, client scripts allow the system to run JavaScript on the client (web browser).

While the user completes the form, use client scripts to configure the format, form fields, and field
values. Client scripts can be used to:

 Fields might be hidden or exposed

 Fields can be read-only or writable.

 Depending on the user's job, make fields optional or obligatory.

 set one field's value based on the values in other areas

 found on a user's role, change the selections in a choice list

 Messages are displayed based on the value of a field.

38. How can you cancel a form submission through a client script?
It's pretty easy to prevent client-side form submission. All you have to do is build up an 'onSubmit'
client script and have it return 'false.'

39. What are the key features of the ServiceNow Administrator tool?
The Service Now integration tool comes with the following significant features:

 Integration is currently available through the service.

 Integrated interfaces are supported.

 Provides a technological partnership initiative.

 It performs the role of a middleware provider.

 With the Service Now tool, you can also create custom integrations.

40. What is change management in ServiceNow?

ServiceNow change management provides a systematic method to manage the whole life cycle of the
changes implemented. It also allows valuable modifications to be performed with the least amount of
disruption to IT systems.