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 a customer relationship
It is an IT service management
management platform that is used for
software that is used for automating
managing sales, marketing, customer
workflows in businesses.
support, etc.

It caters usually to the IT departments It mainly caters to sales and

for support, employee onboarding, marketing teams for dealing with
operations, etc. customer relations and driving sales.

Salesforces offers a customizable

ServiceNow provides a platform for
platform called Lightning which
automating workflows using its
comes with tools like process builder
proprietary scripting language.
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 rows Databases manage the storage,
and columns. accessibility, and retrieval of data.

Tables can be customized according Databases are standardized and

to the client's requirements. follow established protocols to
manage data.

The users can access and modify the The data stored in the database is
restricted to authorized users and
 Table Database

data stored in a table. cannot be accessed by anyone

without permission.

Tables are slow and inefficient if not Databases are fast and efficient as
optimized properly. they are designed to 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 server executes a server script.

the client on their system.

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

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

Client scripts are less secure and are Server scripts are more secure and
vulnerable to various cyber-attacks. less prone to 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 An application is a collection of

features designed to address modules and other elements that
business requirements. provide a complete solution.
 Module Application

Modules can be customized to Applications can be customized to a

incorporate specific client requests. much greater 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

modules to offer a complete solution. applications to offer a comprehensive
solution.

A few examples of ServiceNow A few examples of ServiceNow

modules include the incident applications can be - IT service
management module and change management applications and Human
management module. 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, An approval workflow is a workflow

decision, and action. that manages and tracks approvals for
requests.

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

Workflow automates repetitive or An approval workflow automates the

complex tasks. 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 A GlideAJAX is used for

the database. asynchronous interaction with the
database.

A GlideRecord offers an interface for A GlideAJAX requests the server to

viewing, editing, and querying data. retrieve or update the data stored in
the server.

GlideRecords retrieve data from the GlideAJAX requests to retrieve data

 GlideRecord GlideAJAX request

server in a synchronous manner. asynchronously.

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

the client side.

A GlideRecord provides more features It is fast but provides fewer features

but is slower as it directly interacts as there is no direct interaction.
with the server.

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 A UI policy in ServiceNow is a security

what all data a user can access. policy that controls the platform's user
interface.

ACLs control data access within the UI policies control the visibility of fields
platform, restrict access to confidential and values entered in the field and
 ACL User Interface Policy

data and enforce regulation policies. enforce rules about data validation.

ACLs are implemented at the data UI policies are implemented at the

level. form level.

ACLs are created and managed by UI policies are created and managed
the platform's security console. by the 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.
35.Difference between Watch List and Work Notes List
ServiceNow?

Both the Watch List and Work Notes List have been extensively
used in the ITSM process.
Watch List Work Notes List

Users added to the Work Notes List will receive email The Work Notes List feature is
updates when the ticket’s Work Notes field is updated available on Incidents.
and when the state changes (e.g., upon closure).

It is used for Collaborating with other fulfillers & It is used for Collaborating with other
Collaborating with users outside of ServiceNow. fulfillers & Collaborating with users
outside of ServiceNow.

It used for Collaborating with other fulfillers & It is used for Collaborating with other
Collaborating with users outside of ServiceNow fulfillers & Collaborating with users
outside of ServiceNow.

36.What are related lists?

Related lists are a way to show relationships between one table and
another. For example, a user record can have relationships with
attachments, incidents, problems, CI, or many other types of tables.
 So, all these associated records are listed in a related list and can
be displayed at the bottom of the form.

37)How hasRole, hasRoles, hasRoleExactly Differentiates?

gs.hasRole() gs.hasRoles() gs.hasRoleExactly()

This method checks if a When you need to validate In some cases, you may require
user has a specific role whether a user has multiple strict role matching.
assigned to them. roles, hasRoles comes to the
rescue.

It’s perfect for scenarios This function allows you to This is where HasRoleExactly
where you want to verify if verify if a user holds any of shines It checks if a user has the
a user possesses a the specified roles. It’s handy exact set of roles provided,
particular role before when you want to grant ensuring that no additional roles
granting access to certain access based on a set of are present.
features or functionality. roles rather than a single one.

Use hasRole to perform Utilize hasRoles when Use hasRoleExactly when you
role-based checks for validating multiple roles. need precise role-based
individual roles authorization.

38.Can an admin user grant a security_admin role?

 To grant the admin role to a user, you must also have the admin
role.
 To grant the security_admin role to a user, you must also have
the security_admin role and must elevate to the security_admin
role before granting the security_admin role to other users
39.What are roles delegation?

 Administrators can authorize users to be role delegators to assign

roles to users who are in a particular group.
Role delegators can assign only the roles that are assigned to them
40.What is ServiceNow dictionary override?

 Dictionary overrides allow you to define a field on an extended

table differently from the field on the parent table.
 For example, for a field on the Task [task] table, a dictionary
override can change the default value on the Incident [incident]
table without affecting the default value on Task [task] or on
Change [change].
 Administrators can override these aspects of a field:
o Reference qualifiers
o Dictionary attributes
o Default values
o Calculations
o Field dependencies
o Default column display values
o Mandatory and read-only status
41.Difference Between Created, Opened, Updated, Closed In
ServiceNow

I have taken an example of incident record from my demo

instance.

Lets start with very first field you see in the screenshot above.
 Updated – It is the latest(most recent) timestamp this incident
updated by anyone , a user or system anyone. It will change
according to update.
 Updated By – It captures the user Id of account which updated
the record recently. It will change on every update according to
user.
 Created – The date/time when the record was created in
database or in table. It Never change.
 Created By – User Id of the account which created the record. It
never changes.
 Opened – It is a timestamp when user starts the creation by
clicking Create New. So, it my be same or few second less than
Created.
 Opened by -User Id of the account which opened the record. It
never changes.
 Closed – The timestamp when the record is finally closed and
turned to inactive.
 Closed By – User Id of the account which closed the record. It
never changes.
42.Could you please explain the Update Set process?

Answer :

1. Create an Update Set:

Navigate to System Update Sets > Local Update Sets.

Click New to create a new update set.
Name your update set and save it.

2. Capture Changes:

Ensure the update set you created is current (meaning it's active and
selected).
Make changes you want to capture (e.g., create new fields, modify
forms, update scripts).
Each change is automatically added to the update set.

3. Review the Update Set:

Once you've made all your changes, review your update set.
Go to System Update Sets > Local Update Sets and open your update
set.
Verify that all desired changes are included.

4. Mark the Update Set as Complete:

When you’re satisfied with the changes, mark the update set as
complete.
This prevents further changes from being added to it.

5. Export the Update Set:

You can export the update set to an XML file for backup or to transfer it
manually.
Use System Update Sets > Local Update Sets to find your set, then
select Export to XML.

6. Import the Update Set:

In the target instance, go to System Update Sets > Retrieved Update

Sets.
Click Import Update Set from XML to upload the file you exported.
Alternatively, use the Retrieve Update Sets feature if both instances are
connected.

7. Preview and Commit:

After importing, preview the update set to ensure it won't cause issues.
Resolve any conflicts that arise.
Once everything looks good, commit the update set to apply the
changes.

43.What does an update set capture and what doesn't it ?

Answer :

An update set in ServiceNow is a group of customizations that can be

moved from one instance to another. It helps you package changes
made to applications or configurations. Here’s what an update set
captures and what it doesn’t:

Captures:

Form Layouts:
Modifications to the layout of forms.

Business Rules:
Scripts that run when records are displayed, inserted, updated, or
deleted.
Client Scripts:
JavaScript code executed in the user's browser.

UI Policies:
Rules to dynamically change form behavior and visibility.

Workflows:
Process definitions for handling tasks.

Custom Tables and Fields:

Any new tables or fields created.

UI Actions:
Buttons and links added to forms and lists.

Report Definitions:
Configuration of reports.

Email Notifications:
Custom email templates and notifications.

Data Policies:
Rules for enforcing data integrity.

Doesn’t Capture:

Data:
Actual record data like incidents, users, etc. (use Data Imports for that).

Schedules:
Maintenance schedules and work schedules.

System Properties:
Some system properties might not be included.

Audit Data: Historical data about record changes.

Attachment:
Files attached to records.

44.what is batch update sets in ServiceNow?

Answer :
(Detailed Answer)
Batch update sets in ServiceNow are a way to group multiple update
sets together so they can be moved, previewed, and committed as a
single unit1
This is particularly useful when you have multiple developers working on
different parts of the same application, or when you need to manage a
large number of changes efficiently.

Key Benefits:

Simplifies Management:
By grouping related update sets, you can manage them more easily

Previews Changes:
Allows you to preview all changes collectively before committing,
reducing the risk of errors
Efficient Deployment:
Helps streamline the deployment process by moving multiple changes at
once

45.What is merge update set, and why Is It Important?

Answer:
(Detailed Answer)

A merge update set in ServiceNow is a combination of multiple update

sets into a single update set. This allows you to consolidate changes
from different update sets, making it easier to manage and move
customizations between instances.

Importance of Merge Update Sets:

Simplifies Deployment:
By merging update sets, you can deploy a single, cohesive set of
changes rather than multiple individual ones.

Organizes Changes:
Helps in organizing and grouping related changes together, making it
easier to track and understand what’s included.

Reduces Errors:
Minimizes the risk of missing any updates during the deployment
process by ensuring all changes are captured in one place.
Efficient Management:
Makes it easier to back out or revert changes if needed, as they are all
consolidated into a single update set.

46.Types of update sets in ServiceNow?

Answer :

In ServiceNow, update sets are primarily categorized based on their

purpose and how they are utilized. Here are the main types

Local Update Sets:

These are created and used within a single ServiceNow instance.
Capture changes made to applications and configurations.
Used for development and testing within the same instance.

Retrieved Update Sets:

Update sets that have been imported from another ServiceNow
instance.
Typically used to transfer customizations from development to test or
production instances.

Merge Update Sets:

Combine multiple update sets into a single update set.
Useful for consolidating changes from different developers or projects.

Batch Update Sets:

Group multiple update sets together.
Allows for collective management, previewing, and committing.

47.what is update sets in ServiceNow?

Answer :

Update sets in ServiceNow are a way to package and transport customiz

ations between different ServiceNow instances. They capture changes
made to applications and configurations, so you can move those change
s from a development instance to a test instance, and finally to productio
n.

Capture Customizations:
Includes changes like scripts, UI policies, business rules, and form
layouts.

Track Changes:
Helps in tracking what has been modified and ensuring that those
modifications can be transferred.

Transport Mechanism:
Update sets can be exported from one instance and imported into
another.

Manage Deployments:
Ensures consistent deployment of customizations across multiple
environments.

48.How To Stop form Submission or Restrict on Client side ?

Answer :
Return False

49.How To Stop form Submission or Restrict on Server side ?

Answer :
current.setAbourtAction(true) or setAbourtAction(true)

Scoped App and Global App in Service Now?

(Simple Answer)
Scoped App and Global App are two different application models often
referenced in contexts such as ServiceNow (a cloud-based platform).

Scoped App:
Isolated, secure, modular, and designed for independent or distributed
applications, better suited for managed, isolated environments.

Global App:
Platform-wide, can access and modify all resources, generally more
flexible but riskier in terms of potential conflicts

(Detailed Answer)
1. Scoped App

A Scoped Application is designed with isolation and protection in mind. It

operates within a defined "scope," which ensures that the data and code
associated with the app are restricted to that scope unless explicitly
shared. Scoped apps are mainly used to develop custom solutions or
functionalities that are modular and isolated from the rest of the platform.

Example:
A third-party HR management application in ServiceNow can be
developed as a scoped app, ensuring it doesn't interfere with other apps
like IT Service Management.

2. Global App

A Global Application operates at a broader level within the platform,

meaning it is available and can interact across the entire instance
without being confined to a particular scope. These apps are part of the
general platform and have access to all platform resources.

Example: A custom form or workflow developed within the global scope

of ServiceNow can interact freely with other platform functionalities, such
as user management or incident tracking.

50.What Is Glide API’s in service Now Types of Glide API’s?

Answer :

By using Glide APIs, we can perform various database operations

instead of writing SQL Queries

Types of Glide API’s

Client side
Server Side

Client side:

Glide Form
Glide User
Glide Ajax
Glide Dialog Window
Glide List
Glide Menu

Server Side:

Glide Record
Glide System
Glide Date
Glide Date and Time
Glide Aggregate
Glide Element

51.What is the next Version of ServiceNow ?

Answer :
Yokohama

Answer :

Aspen - 2011
Berlin - 2012
Calgary - 2013
Dublin - 2013
Eureka - 2014
Fuji - 2015
Geneva - 2015
Helsinki - 2016
Istanbul - 2017
Jakarta - 2017
Kingston - 2018
London - 2018
Madrid - 2019
New York - 2019
Orlando - 2020
Paris - 2020
Quebec - 2021
Rome - 2021
San Diego - 2022
Tokyo - 2022
Utah - 2023
Vancouver - 2023
Washington - 2024
Xanadu - 2024
Yokohama - 2025 (Expected)
Zurich - 2025(Expected)

52.How To Restricts system Fields not update?

Answer :
AutoSysFields(false)

53.How To Stop Business Rules In Form ?

Answer :
setWorkFlow(false)

54.User Practice Purpose Background Script Is Best Yes Or No ?

Answer :
No

55.how to move reports one instance to another instance ?

Answer:
Update sets

56.UI Policy or client script Which One execute Frist ?

Answer :

Client Script is Frist execute But Final out put is UI Policy

57.What Is Retroactive start In SLA ?

Answer:

If Retroactive start Enable the checkbox , Calculate the Incident Created

Time

58.What is The use of Reverse if false Checkbox in UI Policy ?

Answer : Enable the checkbox

the UI Policy will be reversed if the condition of the UI Policy is not met.
(if condition meet UI policy was run , if condition not meet UI policy was
not Run )
59.What is The use Of Dictionary Override ?

Answer :
allows you to modify the properties of a field in a child table without
altering the original definition of the field in the parent table

(if any alternates for the child table ,No Impact For Parent Table )

60.What is the meaning of impersonating a user and how is it useful?

Impersonating involves providing administrator access to specifics

accessible by the actual user. Impersonating a user is useful in testing.
When impersonation takes place, ServiceNow records all the
administrator activities.

61.Differentiate between _next() and next() method.

next() method moves the record to the next in GlideRecord. _next() has
the same functionality as next(), but it is used in cases when a tale
having column name ‘next’ is queried.

62. What is ACL?

ACL or Access Control List is a rule that matches the object and
permissions required to access the object.

63. What is an update set?

An update set is a group of customizations that can be moved from

instance to instance.
64.What gets captured in update set?

The simple answer to this is that in the tables where update_synch

attribute is true i.e. update_synch =true , any changes to the data
of that table is captured in update set.

In above image can see the attribute is true for CI Relationship Type
table. It means if you make change to any record of CI Relationship
Type table it get captured in update set.

65.What does not captured in update set?

Tables where update_synch is not present or is false , are not

captured in update set

In above image can see the attribute is not present for incident
table. It means if you make changes to any record of Incident table
it will not get captured in update set.
 66.What is update_synch attribute?

update_synch controls what can and cannot be captured as a

customization on a table. Generally speaking, the update_synch
attribute is found on tables with configuration data. update_synch
does not exist on a table with raw data, like Task, from client users
that are being input into the system.

67.What is an admin override in the ACL?

Answer :

in ServiceNow, the Admin Overrides option in an Access Control List

(ACL) determines whether users with the admin role are subject to the
ACL rules or not

Key Points:

Admin Overrides Enabled:

If this option is checked (true), users with the admin role will bypass the
ACL rules and have unrestricted access

Admin Overrides Disabled:

If this option is unchecked (false), even users with the admin role must
meet the ACL criteria to access the resource This feature is useful for
maintaining strict access controls while still allowing admins the flexibility
to override them when necessary.

68.Query Business Rules vs. ACL – comparison

Area Query BR ACL Comments

Access restriction Row-level only (e.g. Global, table or The ACL way of showing
entire Incident field level records can be annoying
record) for users who sometimes
have to click through a lot
of empty pages to get to
the records they want to
see. It also makes bulk
editing from the list
difficult.On the other hand,
 some prefer to show this to
users as it makes them
aware restrictions are in
place.

User Experience Will only show the Will show all pages Query BR is only
records the User with the restricted evaluated once per each
can see, with no records being table query. They just
message at the “invisible” and a return the resulting records
bottom about message at the from DB to the application.
“some records bottom “some
removed due to records removed
security”. E.g. if due to security”.
there are 500 E.g. it will show 10
Incidents but the pages of records,
User can only see but the user will
10, it will show one only see 1 record
page with only 10 on each page – the
records. rest will be empty
rows.
Performance Query BR can ACLs have to be Query BR will be shown in
provide a evaluated for every the “Debug Business
performance boost record/field Rules” module, but you
in some cases, individually. can only see that a
compared to ACL. particular BR has run, with
no info on whether it
actually restricted any
records.
Debugging You cannot debug ACLs can be easily Query BR will impact all
Query BR using the debugged with your scripts running on the
“Debug Security” “debug security” table where the BR is
module. applied. E.g. if you have a
script doing a GlideRecord
on Incident table, it will be
affected by Query BR
according to the
restrictions put in it.
Impact on Scripts ACLs are not Query BR can You cannot add roles to
impacting the make script ACLs from a different
scripts.Exceptions debugging rerd scope.You cannot use
include: using sometimes. script evaluation in ACL
GlideRecordSecure wiwhichs for a table in a
 or adding different scope.You cannot
“canRead/canWrite” create wildcard (*) rules for
etc. to your tables in a different scope.
GlideRecord in
scripts.
Scoped You cannot create In some cases, it
Applications Query BR on tables was impossible to
from a different properly test or
scope within a debug Query BR by
scoped app. impersonating a
user. We acd to log
in as that user to
see the real effect*
User Query BR can No known issues *I have not been able to
Impersonation impact the proper related to reproduce this now, but
inserting or impersonation. our testers reported this
updating of records issue on several
via Update Sets – occasions. Keep this in
e.g. if on a target mind just in case.
instance, you don’t
have access to a
specific record due
to Query BR and try
to update it via an
Update Set, it won’t
happen.
Update Sets Under normal No adverse impact Under normal
circumstances, you on Update Sets. circumstances, you will
will probably not be probably not be affected
affected by this by this behaviour. Things
behaviour. Things get interesting when you
get interesting start restricting
when you start configuration files.
restricting
configuration files.
69.Read ,write, delete, create which one executes first ?

Answer :

Table-Level Read:
Checks if the user can read the table.

Record-Level Read:
Checks if the user can read the specific record.

Field-Level Read:
Checks if the user can read individual fields within the record.

Table-Level Write:
Checks if the user can write to the table.

Record-Level Write:
Checks if the user can write to the specific record.

Field-Level Write:
Checks if the user can write to individual fields within the record.

Table-Level Delete:
Checks if the user can delete records from the table.

Record-Level Delete:
Checks if the user can delete the specific record
70.Difference between -none-,*,table.active in ACL?
 An ACL, also known as an Access Control List, specifies
the object and operation being secured.
 ACLs can be broadly classified as table-level and field-level
ACLs.
Table Level:-
Here is an example of a table-level ACL. Here, the delete operation
is secured for table Incident. Since no column is specified, which
indicates that the delete operation is secured for the entire table.

Field-level ACL:-
A field-level ACL is an ACL that applies to a specific field. Here is
an example of a field-level ACL. In this case, the read ACL is
defined for the field short description.
Field level .*.
If the ACL is table.*, which indicates it applies to a specific table and
all its fields, In the following example, it is Incident.*, which specifies
it is for the incident table and applies to all of its fields.

*.* All tables and all fields:

This applies to all tables and all fields.

Table.active:

This is the active field of the table.

71.What are system Properties?

System properties are used to control the system’s behaviour.

System properties are maintained in the System
Property table [sys_properties]. You can access this table via the
module navigator, or directly typing sys_properties.list in
the Navigator Filter.
72.What are the advantages of system properties?

Using system properties instead of hard-coded values. To save time

and maintenance, instead of using hard-coded values in a script,
you can use system property and whenever need to change the
values just change the value in the property and the change will be
reflected in all the places.

73.How to call system property in scripts?

You can use gs.getProperty(‘property name’). It is a server-side

way to get the value stored in a system property.
E.g. gs.getProperty(‘mycompanyname.other.approver’)
74.Difference between value and display value in servicenow in
table format ?

Here’s a comparison between “Value” and “Display Value” in

ServiceNow presented in a table format:

ASPECT VALUE DISPLAY VALUE

Definition The actual data stored in the field The human-readable represe
data

Format Stored in the database as raw data Formatted for presentation to

Accessibility Can be accessed programmatically Presented to users in forms, l

reports

Examples IDs, numbers, dates, Boolean Names, descriptions, labels, f

values dates

Purpose Used for data processing and Used for user interaction and
calculations

Localization Not necessarily localized Can be localized based on us

 ASPECT VALUE DISPLAY VALUE

preferences

Dynamism May change dynamically based on Reflects the most current stat
updates underlying data

Customization Typically not customized directly Can be customized using UI p

scripts, etc.

Importance Critical for data integrity and Critical for user experience an
processing understanding

75.How can an application be enabled or disabled?

Under the system definition application, go to the ‘Application Menus’

module. Open the respective application and set active as accurate to
enable or false to disable it.

76.What is Reference Qualifier and Types?

Answer :

A Reference Qualifier in ServiceNow is a filter used to restrict the data

that is selectable in a reference field. It helps ensure users only see
relevant records based on specific conditions or criteria.

Types of Reference Qualifiers:

Simple
Dynamic
Advanced

Simple:

Define basic conditions directly in the field definition.

Example: active=true to show only active records.

Dynamic:

Use predefined dynamic filter options.

Example: Filters based on user roles or department dynamically.

Advanced:

Utilize scripts for more complex conditions.

Example: Custom JavaScript to filter records based on multiple criteria.

Reference Qualifiers improve data accuracy and user experience by

showing only the relevant choices in reference fields.

Difference between Catalog item and record producer

FEATURE CATALOG ITEM RECORD PRODUCER

Employee onboarding,
Represents a single item equipment requests with
or service in the service various options, or creating
Purpose
catalog that users can incidents with different
request. categorizations based on user
input.
Catalog items have Record producers provide a
predefined forms that way to create dynamic forms
Form
capture necessary for collecting information, and
Configuration
information for the the form fields are
requested item or service. configurable.
Each catalog item is Record producers create
Associated associated with a specific records in a specified target
Table table in the database table, allowing for more
where records are stored. flexibility in data storage.
 Ideal for more complex
Typically used for scenarios where user input
Complexity straightforward, predefined may vary, and different types
services or items. of records need to be created
based on user input.
Suitable for scenarios where
user input may vary, and the
Well-suited for standard,
platform needs to dynamically
Use Cases predefined services and
create records in different
items with fixed attributes.
tables based on the user’s
selections.
Employee onboarding,
Ordering a laptop, equipment request with
requesting software various options, or creating
Examples
installation, or booking a incidents with different
meeting room. categorizations based on user
input.
A configurable form is Works well with workflows, but
used to collect information the flexibility allows for more
Integration
and create a record in a intricate integrations and
target table. business rules.
Offers more flexibility in terms
Provides a straightforward
of form layout and design,
User and standardized interface
allowing for a tailored user
Experience for users to request items
experience based on the
or services.
nature of the request.

77.Difference Between Request, RITM & Task in Service

Catalog?

ServiceNow Service Catalog depends highly on the relationships

among three basic tables, i.e.

 sc_request (Request)
 sc_req_item (Requested Item)
 sc_task (Catalog task)
The relationship between these tables makes order management
from the ServiceNow catalogue easy, organized, and manageable.
Requests, RITMs (Requested Items), and Tasks are related in the
context of a Service Catalog or IT Service Management (ITSM).
They represent different stages or components of fulfilling a service
request.

A Request is a formal request from a customer or end-user for a

service or product from the Service Catalog. Fulfilling the request
may involve multiple RITMs or Tasks.
A RITM (Requested Item) is a specific item or component within a
Request that needs to be fulfilled. A Request may have multiple
RITMs associated with it. For example, a Request for a new laptop
may have RITMs for the laptop model, operating system, and other
accessories.
A Task is a specific action or work item that needs to be completed
to fulfil a Request or RITM. It is typically assigned to a particular
person or team and has a set of steps to complete.
Below are the well-thought-out differences between Request, RITM,
and Task in ServiceNow’s Service Catalog.

78.What Is A Record Producer?

ServiceNow’s Service Catalog has a total of four types of items:

standard catalog items, Record producers, Order guides, and
Content Items.

Record producer provides a way to create task based records such

as incident, problem , change request etc. via service catalog other
than the standard catalog items related tables such as request,
requested item or catalog task tables.

For example – Allow users to create an incident directly from

service catalog.
79.How to Create Record Producer?

You can create a record producer for tables and database views
that are in the same scope as the record producer. Also for tables
that allow create access from applications in other scopes.

1. Navigate to All > Service Catalog > Catalog Definition > Record
Producers.
2. Click New or select the record producer to edit.
3. Complete the Record Producer form.
4. To add attachments such as information and instruction
documentation to the catalog item, see Add an attachment .
5. Click Submit.After you submit the form, the Variables, Variable
Sets, Categories, and Catalogs related lists become available.
6. Open the record again to define variables for the record producer.
80.What is Record Producer Script?

 Script is one of the important part of a Record Producer.

 Work at server side just before the record is creeated.
 Used in populating values of the new created record.
 Current object is available to access the record being created
 Producer object is available to access the values of variables of
record producer.

81.Benefits of Order Guides?

 It helps in preplanning an event and its fast execution.

 You can select a catalog item to be ordered based on conditions
from users. Hence, Order guides controls which items to order by
assessing order guide rule conditions.
 It uses cascading variables to pass on common information of
variables to all the ordered items.
 We have to option to run Order Guides automatically without the
need of any manual request submission.
 A script field is available to add/remove catalog items using
script in case you are not able to add/remove items using rule
base. Write the following code in the order guide script field to
Add Item: guide.add(“<sys_id_of_cat_item>")
Remove Item: guide.remove(“<sys_id_of_cat_item>")
82.Difference between Record Producer and Order Guide?

Answer :
Record Producer:

Purpose:
Creates records in any ServiceNow table.

Forms:
Custom forms to gather data for creating records.

Use Case:
Used for tasks like reporting issues, requesting changes, or logging
service requests.

Example:
Creating an incident or change request.

Order Guide:

Purpose:
Facilitates ordering multiple related items as a single request.

Forms:
Guides users through a sequence of questions to determine their needs.

Use Case:
Used for complex orders involving multiple items or services.

Example:
Onboarding a new employee, which may involve requesting hardware,
software, and access to various systems.
83.Difference between Catalog Item and Record Producer?

Answer :

Catalog Item:

Purpose:
Allows users to request products or services.
Forms:
Customizable forms to capture user input.

Fulfilment:
Triggers workflows to fulfil the request.

Use Case:
Ordering hardware, software, or other services.

Record Producer:

Purpose: Creates records in any table.

Forms:
Custom forms to capture user input for creating records.

Flexibility:
Can create incident records, change requests, etc.

Use Case:
Reporting issues, requesting changes, etc.
84.Types of variables in service catalog in ServiceNow?

Answer :

In ServiceNow's Service Catalog, there are several types of variables

you can use to capture user input. Here are the main types

Single Line Text:

Allows users to enter a single line of text.
Multi Line Text:
Allows users to enter multiple lines of text.
Choice:
Provides a dropdown menu with predefined options.
Reference:
Allows users to select a record from another table.
Checkbox:
A simple yes/no option.
Date/Time:
Lets users pick a date, or a date and time.
Attachment:
Allows users to upload files.
Label:
Adds a read-only label to the form.
Lookup Select Box:
Similar to the choice variable, but allows for dynamic population of
choices based on a query.

Single Line, Text Multi Line, Text Choice

Reference, Checkbox, Date
Time, Date/Time, Attachment
Label, Lookup Select Box
URL, Break
85.What are the user criteria, and what Is their Importance?

User Criteria in ServiceNow define who can see or access certain parts
of the Service Catalog. They determine the visibility of catalog items,
categories, and variables based on user attributes like roles,
departments, locations, and more.

Importance:

Access Control:
Ensures that only authorized users can access specific items or
services.

Tailored Experience:
Customizes the user experience by showing relevant catalog items
based on user attributes.

Security:
Enhances security by restricting sensitive items to appropriate users.

Efficiency:
Improves efficiency by reducing clutter and showing only relevant
options to users.
Used in Service catalog, Knowledge article etc....
86.What is a Variable Set, and what is Its purpose?

Answer :

A Variable Set in ServiceNow is a collection of variables that can be

reused across multiple catalog items, order guides, and record
producers.

Purpose:

Efficiency:
Saves time by allowing you to create a set of variables once and apply
them to multiple catalog items.

Consistency:
Ensures the same variables are used uniformly across different items,
reducing the risk of errors.

Maintenance:
Simplifies updates and changes, as you only need to modify the variable
set rather than each individual catalog item.

Variable Sets help streamline the creation and management of catalog

items, making it easier to maintain and update them as needed.
87.What is Catalog UI Policy, and what Is its purpose?

Answer :

A Catalog UI Policy in ServiceNow is a rule that applies to catalog items

and defines how the fields on the item form should behave. It allows you
to dynamically control the visibility, read-only status, and mandatory
nature of fields based on certain conditions.

Purpose:

Dynamic Forms:
Automatically adjust form fields based on user inputs or other conditions.
Enhanced User Experience:
Simplifies the form-filling process by showing or hiding relevant fields.

Data Integrity:
Ensures that necessary data is collected and irrelevant data is hidden.

Automation:
Reduces the need for manual intervention by automating form behavior.

Catalog UI Policies help tailor the user experience, ensuring forms are
more intuitive and user-friendly.
88.What Is a Order Guide, and what Is Its use?

Answer :

An Order Guide in ServiceNow is a tool that allows users to order

multiple, related items as a single request. Think of it as a shopping cart
for services and products.
or
In ServiceNow, an Order Guide is a feature that allows users to request
bulk item in the single request and manage a collection of related items
or services as a single bundle or package.

Example: New Hiring, Onboarding

Purpose:

Simplified Ordering:
Let’s users request several items in a single, consolidated process.

Consistency:
Ensures related items are ordered together, reducing errors.

Guided Experience:
Walks users through a sequence of questions to determine their needs.

Automation:
Automatically generates the necessary tasks for fulfilment.
89.What Is a Record Producer, and what Is its purpose?

Answer :

A record producer acts as a template or type of catalog item form that

captures the necessary information for a particular type of request. It
presents a user-friendly interface with fields and options relevant to the
requested service. Users can enteritis required details, make selections,
and provide additional information as needed. like problems, change
requests, etc.

Purpose:

Ease of Use:
Simplifies the record creation process for end users.

Consistency:
Ensures data is collected in a standardized manner.

Automation:
Can trigger workflows and business rules based on the data entered.

Customization:
Allows for custom forms tailored to specific needs.
90.What is service catelog in service now?

The Service Catalog in ServiceNow is a feature that allows organizations

to create a user-friendly interface for employees and customers to
request services and products
It's like an online store where users can browse, select, and request
various services, such as IT support, software access, or facility
management

Key Features:

Self-Service:
Empowers users to request services on their own, reducing the need for
manual intervention
Faster Fulfilment:
Streamlines the request process, ensuring quicker service delivery

Automation:
Automates workflows to handle requests efficiently

Visibility:
Provides insights into order volume, velocity, and automation levels

Consistency:
Ensures standardized request fulfilment processes
91.Why do we put service catalogs into self-service?

sir, so that the employees can order services anytime, anywhere,

and even with no role.

92.What is the purpose of the service catalog?

The purpose of Service catalog is that the employee has to find

things that help, and that includes asking for help from any other
person, such as HR, the finance team, etc.
Like, he wants to create a VPN account–
so he goes to service catalog->data center->software->vpn request

What is the significance of the cascade variable in Order Guide?

A cascade variable in an Order Guide is a variable that is shared
between the Order Guide and the catalog items it includes
This ensures consistency and avoids duplication by defining the variable
once in a variable set and then assigning it to both the Order Guide and
the individual catalog items
Significance:
Consistency:
Ensures the same variable is used across different parts of the order
process.
Efficiency:
Reduces redundancy by allowing a single definition to be reused.
Simplification:
Simplifies the management of variables, making it easier to update and
maintain them.
What Is domain separation for the service catalog ?
Domain separation in ServiceNow allows you to separate data,
processes, and administrative tasks into logical groupings called
domains
This is particularly useful for organizations that need to manage multiple
tenants or departments within a single instance of ServiceNow.
Key Points:
Data Separation:
Ensures that data is isolated and only accessible to users within the
same domain.
Process Separation:
Allows different processes to be defined and managed for each domain.
Administrative Tasks:
Enables domain-specific administrative tasks and configurations.
Importance:
Security:
Enhances security by ensuring users only access data relevant to their
domain.
Customization:
Allows for customization of processes and data handling based on
domain-specific requirements.
Scalability:
Supports scalability by managing multiple tenants or departments
efficiently.
What happens when a request is rejected?
If a request is rejected, notification is sent, and status is set to cancel.
The service catalog workflow can be attached either manually,
automatically based on conditions, or if no other workflows are
attached.
Define record producer.
A record producer is a catalog item that lets users create task-based
records from the Service Catalog. It provides an alternate way for
creating records through Service Catalog.
use of cascade variable in order guide ServiceNow ?
In ServiceNow, the use of a cascade variable in an order guide is
designed to enhance efficiency and user experience by automatically
passing values from the order guide to the catalog items included in the
order
Scenario: "How would you create a service catalog item that includes
multiple fulfillment tasks?"

Answer: I would define a Catalog Item in the Service Catalog and attach
a Workflow that includes the necessary fulfillment tasks. Each task
would be assigned to the appropriate team, ensuring that the request is
fulfilled in a structured manner.

Scenario: "A new hire needs access to several IT services. How would
you set up the service catalog to facilitate this?"
Answer: I would create a Service Catalog Request item or a Record
Producer that triggers requests for all necessary IT services as part of
an onboarding package. This could include requests for hardware,
software, and system access.

Theoretical Question: "What is the purpose of a Record Producer in

ServiceNow?"
Answer: A Record Producer is a type of catalog item that allows users to
create records in specific tables, such as creating an incident or a
request directly from the service catalog, streamlining the data entry
process.
what is content item and record producer.
A content item is a type of Catalog Item (Others are Record Producer
and Order Guide). It is a service catalog item that provides
information(company policies, List Of Holidays, Password reset process,
etc) instead of goods or services. Content item is another table or
module extended from the same sc_cat_item and is used to open
knowledge articles, static blocks of text, or external web-based content
from the service catalog.
A record producer is a specific type of catalog item that allows end users
to create task-based records, such as incident records, from the service
catalog. Use record producers to provide a better end-user experience
instead of using the regular task-based form for creating records. The
look and feel of a record producer is similar to that of a catalog item. But
the record producer generates a task record such as incident, instead of
a requested item.
User criteria used in which component of catalog item?
The user criteria restriction applies only within Service Catalog for the
specific item it is applied for. However, the user criteria restriction is not
applied outside the Service Catalog where the user has access to the
item via the table.
To apply criteria directly to an item or category, use the Available For or
Not Available For related lists in the Item or Category form.
Difference between service catalog and record producer?
The Service Catalog enhances self-service functionality by providing
users with a user-friendly interface to request products or services and
experience streamlined request fulfillment. It encompasses various
components, including
Catalog items
Record producers
Order guides
Content Items
Record producers, in particular, are a subset of the Service Catalog
offerings. They serve as intake forms where users can enter relevant
information (referred to as variables) to generate a corresponding ticket
that can be acted upon.

93. How will you generate reports on incident form with duration.
Click on the "Reports" module or navigate to the "Reports" section.
Create a new report by selecting the "New" or "Create Report" option.
Choose the "Tabular" or "List" report type.
Configure the report by selecting the desired columns to display, such as
"Incident Number," "Opened," and "Closed."
Add a calculated column by selecting the option to create a new formula
or calculated field.
In the formula editor, create a formula to calculate the duration by
subtracting the "Opened" time from the "Closed" time. For example, the
formula may be: ${closed} - ${opened}.
Specify the desired formatting for the duration column, such as
displaying it in hours or days.
Apply any additional filters or sorting options to the report if necessary.
Save the report and provide it with an appropriate name.
Run the report to view the duration of incidents, which will be displayed
in the calculated column you created

94.How can you create your report?

A report can be created by navigating to reports and then click on

‘Create New.’

95.Define performance analytics.

In ServiceNow, performance analytics is an additional application that

allows customers to create time series for any KPI and take a snapshot
of data at regular intervals.

96.What actions can you perform with a scheduled Job?

Scheduled Jobs in ServiceNow can automate a variety of tasks to help

keep things running smoothly.

Data Cleanup: Automatically delete or archive old records.

Reports Generation: Create and email reports on a schedule.

Data Imports/Exports: Schedule imports or exports of data from external

sources.

Notification Dispatch: Send out notifications based on time triggers.

Script Execution: Run custom scripts to perform complex operations.

Update Records: Automatically update records based on specific

criteria.
Integration Tasks: Automate tasks involving integration with other
systems.

97.What's the difference between Reporting and Performance

Analytics?

 Reporting: Focuses on generating snapshots of data from a single

point in time. Reports use real-time or near-real-time data to create
summaries, lists, or visualizations of information stored in
ServiceNow.
 Performance Analytics (PA): Provides trends and insights over
time by collecting and analyzing historical data. PA enables
predictive analysis, KPI monitoring, and dynamic dashboards.

98.How can we create a single report for two tables?

 Use a Database View:

1. Create a database view that joins the two tables.
2. Build the report on this database view.
 Alternatively, use Scripted Reports to aggregate data from
multiple sources.

99.Is it possible to create and display a report based on multiple

datasets?

Yes, by:

 Database Views: Combine multiple datasets for reporting.

 Multiple Data Sources in PA: Combine different indicators or
widget configurations.
 Custom Script: Fetch data programmatically.

100.How to make Dashboards the default landing page for all

users?

1. Navigate to System Properties > UI Properties.

2. Set the default landing page to the desired dashboard.
 3. Alternatively, use User Preferences or scripts to define the default
page.

101.How to determine the specific type of a dashboard?

 Navigate to the dashboard:

o Homepage: Static and non-responsive; built using older
layouts.
o Responsive Dashboard: Uses PA widgets and flexible
layouts.
o Non-Responsive Dashboard: Static layouts but support
widgets.

102.How do I create a ServiceNow dashboard?

1. Go to Self-Service > Dashboards.

2. Click Create New Dashboard.
3. Add widgets or PA visualizations.
4. Customize layout, filters, and permissions.

103.How do I use interactive filters in ServiceNow dashboards?

 Add an Interactive Filter widget.

 Configure the filter to target specific tables or indicators.
 Link widgets to the filter using the "Follow interactive filters" option.

104. What is a Gauge, and how can we create one?

 Gauge: A graphical display that shows real-time data from

ServiceNow.
 Creation Steps:
1. Navigate to Reports > Gauges.
2. Define data sources and visualization parameters.

105. What is the difference between a Report and a Gauge?

  Report: A broader tool used to analyze and summarize data over
time.
 Gauge: A focused visualization tool showing real-time metrics.

106. What is the difference between a Gauge, a Widget, and a

Gadget?

 Gauge: Displays real-time single metrics.

 Widget: A modular block used in dashboards; can represent
various data types.
 Gadget: Often refers to widgets or third-party integrations within
ServiceNow

107. What is a Dashboard?

A dashboard is a visual interface that provides real-time insights by

displaying a collection of reports, widgets, and performance analytics.
Dashboards allow users to monitor key performance indicators (KPIs)
and track the progress of processes or objectives at a glance.

108. Name a few types of reports that you can generate.

 List Reports: Display tabular data from records.

 Bar/Column Charts: Visualize data in categorized bars or
columns.
 Pie Charts: Show data distribution in percentages.
 Heatmaps: Highlight trends or density in data points.
 Trend Reports: Display data over time for performance tracking.
 Pivot Tables: Summarize large datasets with aggregations.
 Multilevel Reports: Combine multiple charts into a single report.

109. How to schedule a report to users?

1. Navigate to Reports > Scheduled Reports.

2. Click New to create a scheduled report.
3. Specify the following:
o Report: Select the report to schedule.
o Recipients: Add email addresses or groups.
o Run Time: Set the schedule frequency (e.g., daily, weekly).
o Format: Choose the report format (PDF, Excel).
4. Save the schedule.
110. How to publish the report?

 Share via Link: Share the report URL with users who have
access.
 Add to Dashboards: Embed the report in a dashboard.
 Schedule Reports: Use the scheduling feature to distribute
reports automatically.
 Publish to Knowledge Base: Export the report and publish it as
an article in the Knowledge Base.

111. Scenario: How can you send a report to a group every

Saturday at 9:00 AM EST?

1. Go to Reports > Scheduled Reports.

2. Create a new scheduled report.
3. Configure the following:
o Recipients: Select the group.
o Frequency: Set to weekly on Saturday.
o Time: Set to 9:00 AM EST (adjust time zone as needed).
o Report: Choose the report to send.
o Format: Select PDF or Excel.
4. Save and activate the schedule.

112. What is an Indicator?

An Indicator is a performance metric in Performance Analytics that

quantifies specific data, such as the number of open incidents, SLA
compliance percentage, or average resolution time.

113. What is an Indicator Source?

An Indicator Source defines the data set from which an Indicator

retrieves information.

 Example: An Indicator Source for "Open Incidents" might use the

Incident table with a condition Active = true.
114. Difference Between Automated Indicator and Manual Indicator

 Automated Indicator:
o Data is collected automatically at scheduled intervals.
o Example: Tracking the daily number of open incidents.
 Manual Indicator:
o Requires users to input data manually.
o Example: Logging customer satisfaction scores manually
after surveys.

115. How do we use a Formula Indicator?

A Formula Indicator combines multiple indicators using mathematical

expressions to derive new metrics.

 Example: Resolution Rate (%) = (Number of Resolved Incidents /

Total Incidents) * 100.

116. In which scenarios can we use a Formula Indicator?

 KPI Ratios: Calculating percentages or rates (e.g., SLA success

rate).
 Comparative Metrics: Comparing performance metrics over time.
 Aggregated Insights: Combining related indicators (e.g., "Open
Critical Incidents vs. All Open Incidents").

117.What is a ServiceNow dashboard?

The dashboard is a visual collection of paralytics and reports presented

as indicator summary tab and KPI scoreboards. 48. How can pie chart
labels be enabled and disabled?

Set the property glide.ui.chart.pie.tables to true and false, respectively.

118.What is a Workflow, and what is its importance ?

Answer :

A workflow in ServiceNow is a visual representation of a business

process. It automates the process by defining a series of steps that
include conditions, tasks, and approvals, making complex procedures
more manageable and efficient.

Key Components:

Activities:
Actions taken in the workflow, such as creating tasks, sending
notifications, or making decisions.

Conditions:
Criteria that determine the path the workflow will take, based on specific
conditions being met.

Transitions:
Connect activities and conditions, defining the flow from one step to the
next.

Importance of Workflows:

Efficiency:
Automates repetitive tasks, reducing manual effort and increasing
productivity.

Consistency:
Ensures that processes are followed consistently, reducing the chance
of errors.

Transparency:
Provides visibility into the process, allowing stakeholders to track
progress and identify bottlenecks.

Compliance:
Helps enforce compliance with organizational policies and procedures
by embedding them into the workflow.

Scalability:
Allows for scalable processes that can grow with the organization,
accommodating more complex tasks as needed. Workflows play a
crucial role in streamlining operations, improving collaboration, and
enhancing overall efficiency in business processes.
119.What Is a push notification In ServiceNow?

In ServiceNow, a push notification is a message that appears on a user's

mobile device to alert them about something important or to prompt
them to take an action. Push notifications are typically used to keep
users informed about events or updates in real-time, even when they are
not actively using the application

Key Features of Push Notifications in ServiceNow

Real-Time Alerts:
Users receive immediate notifications about important events, such as
the assignment of an incident or a change request.

Actionable Messages:
Notifications can include options for users to respond directly from their
mobile device, such as approving or denying a request.

Customization:
You can customize the content, timing, and conditions under which push
notifications are sent.

Integration with Mobile Apps:

Push notifications work with ServiceNow's mobile apps, including the
ServiceNow Classic and Mobile Agent apps.

Push notifications help improve user engagement and ensure timely

communication within the platform.
120.how can you call an email script in the notification ?

Answer :
$(mail_script:mail_script_name)

121.What does weight field do in Notification ?

Answer :

In ServiceNow, the weight field in notifications is used to manage the

priority of notifications when multiple notifications are triggered for the
same record and recipient.

Prevent Multiple Notifications:

If several notifications are configured for the same event and recipient,
the weight field helps determine which notification to send. Only the
notification with the highest weight value is sent

Weight Values:

Notifications with a weight value of zero are always sent, regardless of

other notifications. Non-zero weight values are used to prioritize
notifications

Example:

If you have two notifications for the same event, one with a weight of 10
and another with a weight of 50, only the notification with the weight of
50 will be sent to the recipient.
122.How many ways notifications can be triggered ?

Answer :

Notifications in ServiceNow can be triggered in several ways:

Record Insert/Update/Delete:
Notifications can be triggered when a record is created, updated, or
deleted.

Scripted Notifications:
Using business rules or scripts to trigger notifications based on specific
conditions.

Scheduled Notifications:
Sending notifications based on a scheduled job or a time-based
condition.
Events:
Notifications can be tied to events, which are generated by other scripts
or workflows
123.What is a notifications and why is it used?

Answer :

Notifications in ServiceNow are used to inform users about important

events, updates, or changes within the system. They can be delivered
via email, SMS, or within the ServiceNow platform itself.

Purpose of Notifications:

Alert Users:
Inform users about events like incident assignments, approvals, or task
updates.

Enhance Communication:
Improve communication by keeping users informed about system
activities and their responsibilities.

Timely Updates:
Provide timely updates to ensure users are aware of critical changes or
actions required.

Automation:
Automate communication processes, reducing the need for manual
follow-ups
124.What is SLM or (SLA) can you Briefly Explain, Types Of SLA s ?

Answer :

Service Level Management

Types :
SLA : Service Level Agreement

A Service Level Agreement (SLA) in ServiceNow is a contract between a

service provider and a customer that defines the expected level of
service.

OLA: Operation Level Agreement

Operational Level Agreement (OLA) in ServiceNow is an internal

agreement between different teams or departments within an
organization

Example: Network, Database

UC: Under Pinning Contract

Under Pinning Contract Agreements between service providers and

external suppliers to support the service delivery

Or (Service Provider and Third-party vender)

125.Difference Between Reponses and Resolution?

Answer :

Response Time :
The time it takes for a service provider to acknowledge and respond to a
customer’s request or issue after it has been reported.

Example: If a customer submits a support ticket at 10:00 AM and the

service provider responds by 10:15 AM, the response time is 15
minutes.

Resolution Time
The total time taken to resolve the customer’s issue from the moment it
was reported until it is fully resolved.

Example: If a customer submits a support ticket at 10:00 AM and the

issue is resolved by 2:00 PM, the resolution time is 4 hours.
126.SLA Simple Questions

Can Run SLA Schedule time?

Answer:
YES

Can Schedule the SLA ,Caller Time Zone?

Answer:
YES
What is Schedule SLA Time?

Answer:
8/5 (8 Hrs ,5 days/week)

In Schedule SLA Public Holidays Don’t want Run how to achieve?

Answer:
Open to Particular Schedule SLA, configure to child Schedule, add to
US Holidays List

127.Difference Between SLA and Metrics?

Answer:
SLA
SLAs are agreements with defined targets and conditions,
SLAs are used to manage service delivery and ensure customer
satisfaction

Metric
metrics are ongoing measurements without specific targets.
metrics are used to analyze performance and drive improvements

128.What are the SLA Conditions?

Answer:
Start condition
Pause condition
Stop condition
Reset condition

129.What are The Breach Conditions In SLA?

Answer:
SLAs can be breached if the service provider fails to meet the agreed
performance targets
130.Benefits of Flow Designer

Using ServiceNow’s flow designer comes with so many benefits.

Below is a list of a few:

 Automate repetitive work to improve efficiency and experience

 Describe a workflow in natural language to help non-technical
users understand what it does
 Display flows as diagrams to help builders see available paths
and connections
 Create and test a workflow from a single interface to ensure it
works as expected
 Promote process automation by enabling subject matter experts
to develop and share reusable actions with flow authors
 Reduce upgrade costs with upgrade-safe Now Platform logic
replaces complex custom scripts.
 Reduce development costs by providing a library of reusable
actions
 Scale with separate subscriptions for integration and Robotic
Process Automation (RPA) functionality
131.Flow Designer components

Flows

A flow is an automated process consisting of a trigger and a

sequence of reusable actions. The trigger specifies when to run the
flow. The actions perform a sequence of operations on your data.

Flow execution details

A flow execution details page allows a flow author to view run-time

information about an action or flow directly from the design
environment. You can view details such as the current sate, actions
or steps run, output values generated, and errors produced.

Flow error handler

A flow error handler enables a flow to catch and report errors from
the flow execution details. Run a sequence of actions and subflows
to identify and correct issues. For example, have flows log output
values, send notifications, and run corrective subflows when they
produce an error.
Subflows

A subflow is an automated process consisting of a sequence of

reusable actions, data inputs, and outputs. In contrast to flows,
subflows do not have a trigger but instead run when called from a
flow, from another subflow, or from a script. Building and managing
subflows requires that you have some familiarity with the Now
Platform tables and fields that the application or process uses.
Process analysts can create subflows using available actions or use
an existing subflow as a template.

Actions

An action is a reusable operation that enables process analysts to

automate Now Platform features without having to write code. For
example, the Create Record action allows process analysts to
generate records in a particular table with particular values when
certain conditions occur.

Spokes

A spoke is a scoped application containing Flow Designer actions

and subflows for managing specific tables. For example, the ITSM
Spoke contains actions for managing Incident and Problem records.
Steps

A step is a single reusable operation within an action. For example,

the Create Record step allows action designers to specify the table
and field values to use during record creation.
132.What is Flow Designer in ServiceNow?

 Flow Designer is a Now Platform feature that enables process

owners to automate work.
 It allows building multi-step flows from reusable components
without having to code.
133.What Is a timer activity, and what does It do?

A Timer activity in ServiceNow is used to pause a workflow for a

specified period of time. This can be useful for scheduling tasks, waiting
for a certain condition to be met, or simply delaying the next step in the
workflow.
Here's what it does:

Pauses Workflow: The Timer activity stops the workflow for a set
duration.

Absolute Time: You can specify an exact time period (e.g., 1 hour, 30
minutes).

Relative Time: You can base the duration on a relative value, such as a
percentage of an SLA (Service Level Agreement).
134.What is a scheduled workflow in ServiceNow?

A scheduled workflow in ServiceNow is an automated process that runs

at specific times or on a recurring basis, without needing manual
intervention.

the simplified version:

Triggers by Time: Runs based on a set schedule, like daily or weekly.

Automates Tasks: Performs tasks like generating reports or creating

records.

Runs in Background: Executes without user action once set up.

135.What Is the difference between workflow and Flow Designer ?
Workflow:

Legacy Tool: The traditional method for creating workflows in

ServiceNow.

Scripting Required: Often requires scripting for complex workflows.

Graphical Interface: Uses a drag-and-drop graphical interface.

Limited Integration: Fewer integration options compared to Flow

Designer.

State-based: Mostly used for state transitions and approvals.

Flow Designer:
Modern Tool: The newer, more advanced tool for creating workflows.

No-Code/Low-Code: Allows the creation of workflows without extensive

coding.

Intuitive Interface: Simplified, user-friendly drag-and-drop interface.

Robust Integration: Enhanced integration capabilities with other apps

and services.

Dynamic Actions: Supports complex logic, branching, and reusable

actions.

In essence, Flow Designer offers a more streamlined, user-friendly

approach to creating workflows compared to the traditional Workflow
tool, with better integration and less need for coding.
136.What are the advantages and dis advantages of Flow Designer ?

Advantages of Flow Designer

No-Code Environment: Allows users to create and manage workflows

without needing to write code.

User-Friendly Interface: The drag-and-drop interface makes it easy for

users to design workflows visually.

Reusable Components: Allows the creation of reusable actions and sub

flows, improving efficiency.

Integration Capabilities: Can connect with other applications and

systems to automate processes end-to-end.

Conditional Logic: Supports complex workflows with conditions and

branching.

Collaboration: Enables multiple stakeholders to review and collaborate

on workflows.

Disadvantages of Flow Designer

Learning Curve: New users may need some time to get familiar with the
interface and capabilities.

Performance: Complex flows with many actions and conditions may

impact performance.

Limitations: While powerful, it might not handle very advanced or highly

customized requirements as well as code-based solutions.

Debugging: Troubleshooting issues can sometimes be challenging due

to the visual nature of flows.

Dependency on ServiceNow Version: Certain features may only be

available in newer versions, so staying up-to-date is important.
137.how do you cancel a workflow in ServiceNow ?

Answer :
To cancel a workflow in ServiceNow, you can use the "cancelContext"

138.Can we send email notification via workflow ?

Answer :

Send Notification activity into your workflows, you can automate the
process of sending email notifications based on specific conditions and
triggers, ensuring timely communication and updates.

139.What Is workflow versioning In ServiceNow ?

Answer :

Workflow versioning ensures that you can update and improve

workflows while maintaining continuity and minimizing disruption to
ongoing processes. It provides flexibility and control over how changes
are implemented and managed
140.What Is the Importance of Flow Designer?

Flow Designer in ServiceNow is important because it helps automate

and streamline business processes easily. Here are the key points:
Saves Time: Automates repetitive tasks, reducing manual effort.

Increases Efficiency: Ensures processes are completed quickly and

consistently.

No Coding Needed: Allows non-developers to create workflows with a

drag-and-drop interface.

Improves Accuracy: Reduces human errors by automating steps.

Integrates Easily: Connects with other systems and applications.

Flexible and Scalable: Can handle simple to complex workflows and

adapt to changing needs.

Flow Designer makes it easier to manage business processes, improve

efficiency, and ensure accuracy without needing extensive technical
skills.
141,What Is Flow Designer in service now?

Flow Designer in ServiceNow is a powerful tool that allows users to

automate business processes without writing code. It provides a user-
friendly, drag-and-drop interface to design workflows by chaining
actions, conditions, and steps together. This enables process owners to
create multi-step flows from reusable components easily.

Key Features:

No-Code Environment: Automate processes without needing

programming skills.

Drag-and-Drop Interface: Easily design workflows visually.

Reusable Components: Build flows using pre-built actions and sub flows.

Integration Capabilities: Connect with other applications and systems.

Collaboration: Invite stakeholders to review and collaborate on flows.

Conditional Logic: Create complex, trigger-based workflows
142.Advantages and disadvantages of using workflows in ServiceNow?

Answer :

Advantages of Using Workflows in ServiceNow

Automation:
Streamlines repetitive tasks, reducing manual effort.

Consistency:
Ensures processes are carried out uniformly.

Efficiency:
Speeds up task completion and reduces delays.

Visibility:
Provides clear visibility into the progress and status of tasks.

Error Reduction:
Minimizes human errors by automating steps.

Scalability:
Easily adapts to growing business needs and changing processes.

Integration:
Seamlessly integrates with other ServiceNow modules and third-party
systems.

Disadvantages of Using Workflows in ServiceNow

Complexity:
Can be complex to design and maintain, especially for large-scale
processes.

Initial Setup:
Requires significant initial setup and configuration.

Dependency:
May create dependencies on automated processes, making manual
interventions challenging.

Flexibility:
May lack flexibility in handling unique or ad-hoc scenarios.

Resource Intensive:
Designing and maintaining workflows can be resource-intensive in terms
of time and expertise required.
143.Tell me some Core Activities In workflow?

Core Activities:

Approval:
Approval - User: Requests approval from a specific user.
Approval - Group: Requests approval from a specific group.

Task:
Create Task: Creates a task in the specified table.
Create Incident: Creates an incident record.

Notification:
Send Notification: Sends an email notification to specified recipients.
Generate Events: Triggers an event to notify other parts of the system.

Condition:
Wait for Condition: Pauses the workflow until a specified condition is
met.
If / Else: Branches the workflow based on a condition.

Utility:
Script: Runs a custom script.
Log Message: Logs a message to the system log.

Timer:
Timer: Pauses the workflow for a specified duration.
Schedule: Pauses the workflow until a specific date and time.

Subflow : A Subflow in ServiceNow is a reusable mini-workflow. It helps

break down complex workflows into smaller, manageable parts, which
can be used in multiple workflows.

Script : A Script Activity in a ServiceNow workflow allows you to run

custom server-side scripts to perform specific actions.

Example Use Case:

In an incident management workflow, you might use: Create Incident to
log the incident.
Approval - Group to get approval from the IT department.
Send Notification to inform the user about the status of their incident.
Wait for Condition to pause the workflow until the incident is resolved.
Log Message to document the resolution in the system log.

These activities help automate and streamline business processes,

ensuring efficient and
consistent task execution.
144.What Is the Importance of Rollback activity in workflow?

Answer :

in a workflow, the Rollback activity is important because it helps to

maintain data integrity and system reliability by allowing you to undo
changes if something goes wrong.

Key Points:

Data Integrity: Ensures that all data remains accurate and consistent by
reverting to a previous state if necessary.

Error Recovery: Allows you to quickly recover from errors by undoing

changes, minimizing disruption and potential data loss.

Safe Experimentation: Provides a safety net during testing and

development, allowing for experimentation without permanent
consequences.

Process Reliability: Enhances the overall reliability of workflows by

ensuring that actions can be safely reversed if needed.
145.How to pass data from one activity to other activity?

Answer:

Set Values in an Activity

workflow.scratchpad.variableName = "value to pass";

Retrieve Values in Another Activity
var value = workflow.scratchpad.variableName;
146.How do you pass data from the main workflow to a sub workflow?

Answer :
To pass data from a main workflow to a sub-workflow in ServiceNow,
you can use workflow scratchpad variables.
147.What is Turnstile Activity ?

Onward answer :

A Turnstile Activity in ServiceNow is used to control how many times a

workflow can loop through a specific point, preventing infinite loops.

Detailed Answer :

The Turnstile Activity in ServiceNow is used to control how many times a

workflow can pass through a specific point, preventing infinite loops. It's
useful when you need to ensure that a workflow doesn't get stuck in a
continuous cycle.

Key Points:
Limit Iterations: Sets a limit on the number of times the workflow can
pass through the activity.

Prevent Loops: Helps prevent infinite loops by stopping the workflow

after a certain number of iterations.

Conditions: Defines conditions for continuing or stopping the workflow.

Example:
You can use the Turnstile Activity to ensure that a workflow doesn't
repeatedly check the same condition without progressing.
148.What is Coordinating Approval Activity ?

The Approval - Coordinating activity in ServiceNow is used to manage

multiple approvals at once. It's helpful when you need to get approval
from several people or groups before moving forward.

Key Points:

Multiple Approvals: Request approvals from several users or groups at

the same time.

Parallel Processing: All approvals can be done at the same time, which
saves time.

Conditions: Set conditions like "All must approve" or "Majority must

approve."

Example:
Use it in a workflow where you need approvals from different
departments before deploying new software.
149.What is a Workflow, and what is its importance ?

Answer :

A workflow in ServiceNow is a visual representation of a business

process. It automates the process by defining a series of steps that
include conditions, tasks, and approvals, making complex procedures
more manageable and efficient.

Key Components:

Activities:
Actions taken in the workflow, such as creating tasks, sending
notifications, or making decisions.

Conditions:
Criteria that determine the path the workflow will take, based on specific
conditions being met.

Transitions:
Connect activities and conditions, defining the flow from one step to the
next.

Importance of Workflows:

Efficiency:
Automates repetitive tasks, reducing manual effort and increasing
productivity.

Consistency:
Ensures that processes are followed consistently, reducing the chance
of errors.

Transparency:
Provides visibility into the process, allowing stakeholders to track
progress and identify bottlenecks.

Compliance:
Helps enforce compliance with organizational policies and procedures
by embedding them into the workflow.

Scalability:
Allows for scalable processes that can grow with the organization,
accommodating more complex tasks as needed. Workflows play a
crucial role in streamlining operations, improving collaboration, and
enhancing overall efficiency in business processes.
150.What are the benefits of flow designer?

 Ans: 1. Provides a list of reusable flow components in the base
system and helps reduce development cost.
 2. Reduces upgrade costs, with upgrade-safe platform logic,
replacing complex custom scripts.
 3. Develop, share, and reuse your custom flow components with
other flow designers.
 4. Integrate with external instances and third-party applications
with the use of IntegrationHub.
 5. You do not have to script. Natural language descriptions are
used to help non-technical users to understand triggers, actions,
inputs and outputs.
  6. Combines multiple platform automation capabilities,
configuration, and runtime information so process owners and
developers can create, operate, and troubleshoot flows from a
single interface.

151.When to use Flow Designer vs Workflow?

 Ans : Workflow can be used in following cases:
 1. If the process requires complicated or scripted logic, it can be
written in a Workflow.
 2. Changing logic already developed using Workflows.
 3. SLA timer is required.
 4. Steps required do not exist yet in Flow Designer and require
unsupported protocols.

 Use Flow Designer when:
 1. Process owners need to use natural language and low code
way to automate approvals, task, notifications and record
operations.
 2. New logic needs to be developed and it has not been created in
workflow.
 3. Business logic needs to use the library of reusable actions
across multiple flows.


152.What are the key differences between Flow Designer and
Workflow in ServiceNow, and in which scenarios is it more
advantageous to use one over the other?
 Ans :
 When to Use Flow Designer:
 * When you need to integrate with external systems (via
IntegrationHub).
 * For modern, dynamic processes that require flexibility, such as
employee onboarding, service catalog requests, or complex
approval workflows.
 * When a low-code solution is preferred for ease of use and
maintenance.

 When to Use Workflow:
  * For legacy systems where existing workflows are already
established.
 * When the process is straightforward and doesn't require frequent
updates or integrations.
 * In scenarios where scripting and deep customization are
necessary and already available in the system.




153. Tell me 5 basic difference between workflow and flow designer

 Flow Designer is the newer flow tool offered by ServiceNow. The
major advantage is it is more low code enabling end users to
create and maintain a flow. Flow Designer supports Spokes to
enable OOTB features to be used in flows. Flows can be broken
up into sub-flows with sub-flows maintained by other teams. That
is, each flow is usually much shorter than those written in
workflow.

 Flow Designer enables users to use natural language to automate
tasks, record operations, notifications, and approvals without
having to write it in code. It enables various process automation
capabilities in a consolidated design environment.

 On the other hand, workflow is the tried-and-true method that
requires a more advanced developer but allows for more complex
scenarios, including plenty of readily accessible scripting blocks.

 (These examples may not provide exactly five differences, but they
serve as illustrations to convey the concept.)
Basic Questions

154.What is ServiceNow? How does it support ITSM?

Answer:
ServiceNow is a cloud-based platform that provides enterprise-level
solutions for IT Service Management (ITSM), IT Operations
Management (ITOM), and IT Business Management (ITBM). It
supports ITSM by automating and standardizing IT processes based
on ITIL (Information Technology Infrastructure Library) best practices.
Its core ITSM modules include Incident, Problem, Change, and
Request Management, enabling efficient handling of IT services and
ensuring SLAs are met.

155.What is an incident, and how is it different from a

problem?
Answer:

o Incident: An unplanned interruption to a service or a

reduction in its quality. For example, a server going down.
The goal is to restore service as quickly as possible.
o Problem: The underlying cause of one or more incidents. It
is investigated to prevent future occurrences. For example,
recurring server downtime might be caused by insufficient
capacity.

156.Explain the lifecycle of an incident in ServiceNow.

Answer:
The lifecycle includes:

o New: Incident is logged.

o In Progress: Assigned to a technician for investigation and
resolution.
o On Hold: Waiting for third-party information or user
response.
o Resolved: The issue is fixed, and the service is restored.
o Closed: Incident is verified and officially marked as
complete.

157.What is the CMDB, and why is it important in ITSM?

Answer:
The Configuration Management Database (CMDB) stores information
about the IT environment, including Configuration Items (CIs) like
servers, applications, and network devices. It helps IT teams:

o Understand relationships between CIs.

o Identify the impact of incidents or changes on services.
 o Ensure accurate root-cause analysis during problem
management.

158.How does ServiceNow handle SLAs (Service Level

Agreements)?
Answer:
ServiceNow uses SLA definitions to monitor and enforce service
commitments. SLAs are based on:

o Start Conditions: When the SLA begins (e.g., incident

created).
o Stop Conditions: When the SLA ends (e.g., incident
resolved).
o Pause Conditions: When the SLA clock pauses (e.g.,
waiting on user input). SLA performance is tracked in real-
time, and breached SLAs are highlighted.

Intermediate Questions

159.How does ServiceNow ensure ITIL compliance?

Answer:
ServiceNow aligns its ITSM processes with ITIL best practices by
offering pre-configured workflows and templates for Incident,
Problem, Change, and Request Management. These processes
adhere to ITIL's standard guidelines for service delivery and continual
improvement.

160.What is the difference between a UI Policy and a Data

Policy?
Answer:

o UI Policy: Controls the behavior of fields (e.g., mandatory,

visible) on forms in the user interface.
o Data Policy: Ensures data integrity by enforcing rules at the
database level, regardless of how the data is entered (e.g.,
form, API, or import).
 161.What are the different types of change requests in Change
Management?
Answer:

o Standard Change: Pre-approved, low-risk changes (e.g.,

software patch updates).
o Normal Change: Requires approval and goes through the
CAB (Change Advisory Board) process.
o Emergency Change: High-priority changes needed to
resolve urgent issues (e.g., server failure).

Advanced Questions

162.What is an Update Set, and how is it used in ServiceNow

development?
Answer:
An Update Set is a container for capturing configuration changes in
ServiceNow (e.g., Business Rules, UI Policies). It is used to move
these changes between environments (e.g., from development to
production). Only changes tracked by the system are captured in an
Update Set.

163.How do ACLs (Access Control Lists) work in ServiceNow?

Answer:
ACLs control access to tables, records, and fields. They are
evaluated based on:

o Roles: What the user is allowed to do.

o Conditions: Specific criteria that must be met.
o Scripts: Custom logic for granular control. ACLs use a "first-
match-wins" approach and are evaluated in a specific order.

164.What are MID Servers, and how do they work with ITSM?
Answer:
MID (Management, Instrumentation, and Discovery) Servers are used
for communication between ServiceNow and external systems in a
secure manner. They enable:

o Discovery of devices in a network.

 o Integration with third-party tools for automation.
o Import/export of data.

Scenario-Based Questions

165.How would you resolve an incident that keeps reopening?

Answer:

o Analyse the incident history and logs to identify the root

cause.
o Verify if the resolution steps are incomplete or if the
underlying problem remains unresolved.
o Engage Problem Management to address recurring issues.
o Update the knowledge base to provide better guidance for
future incidents.

166.If a user complains about a delayed SLA, how would you

investigate the issue?
Answer:

o Check the SLA Definition for correct start, stop, and pause
conditions.
o Review the incident's activity log to identify delays.
o Verify if the SLA timer paused for valid reasons (e.g.,
awaiting user input).
o Adjust configurations if necessary and inform the user.

167.Describe how you would manage a major incident from

identification to resolution.
Answer:

o Identification: Detect and classify the incident as a major

incident.
o Communication: Notify stakeholders and assign a
dedicated major incident manager.
o Investigation: Gather a task force to determine the root
cause and resolution.
o Resolution: Implement fixes, verify resolution, and restore
service.
 o Post-Incident Review: Document lessons learned to
prevent recurrence.

168.What’s Not Possible On ServiceNow Personal Development

Instance (PDI)?

While a personal development instance in ServiceNow provides a lot

of flexibility for learning, experimentation, and development, there
are some limitations and restrictions to be aware of.

Here are a few things that you cannot do on a personal

development instance:

 Use it for production: Personal development instances are to be

used for non-production use only. You cannot use it as a
production environment for your organization.
 Store sensitive data: Personal development instances should not
be used for storing sensitive or confidential data. You should
avoid storing any personal, financial, or other sensitive
information on your instance.
 Use for performance testing: Personal development instances
have limited resources compared to production instances. You
should not use it for load testing or performance testing.
 Backup /disaster recovery site: Should not be used as backup
site for your production environment.
 Use it for commercial purposes: Personal development
instances are provided for non-commercial use only. You cannot
use it to offer commercial services or products to third parties.
 Access paid plugins or applications: Personal development
instances do not come with access to paid plugins or applications.
You cannot install or use paid plugins or applications on your
instance.
 Modify system properties: Personal development instances do
not allow modification of some system properties, including
system email addresses and instance URLs.
These are some of the key limitations of a personal development
instance in ServiceNow. It’s important to follow the ServiceNow
terms of use and guidelines to ensure that you use your personal
instance appropriately and effectively.
 169.We have two persons here. Lisa (Interviewer) & Mark
(Interviewee).
 Interviewer: Good morning! Can you tell me about your
experience with IT Service Management?
 Interviewee: Good morning! Certainly, I’ve been working in ITSM
for about five years now, primarily focusing on incident
management and service desk operations.
 Interviewer: What methodologies or frameworks are you familiar
with in ITSM?
 Interviewee: I’m well-versed in ITIL (Information Technology
Infrastructure Library) and have worked with frameworks like
COBIT (Control Objectives for Information and Related
Technologies) and ISO/IEC 20000.
 Interviewer: How do you prioritize incidents in ITSM?
 Interviewee: Prioritization is crucial. I usually assess based on
impact and urgency, following predefined criteria to ensure critical
issues are addressed promptly.
 Interviewer: Can you share how you improved service delivery in
your previous role?
 Interviewee: Sure! I implemented automation for routine tasks,
reducing resolution times by 30%, and introduced a self-service
portal, which enhanced user satisfaction.
 Interviewer: What role do you think communication plays in
ITSM?
 Interviewee: Communication is paramount. Keeping stakeholders
informed during incidents fosters transparency and trust,
ultimately leading to smoother resolutions and better service
overall.
 Interviewer: How do you handle change management in ITSM?
 Interviewee: Change management requires careful planning and
coordination. I follow a structured process involving stakeholders
at each stage to minimize disruptions and ensure smooth
transitions.
 Interviewer: Have you worked with any ITSM tools or software?
 Interviewee: Yes, I’m proficient in tools like ServiceNow,
Remedy, and Jira Service Management. I’ve used them
extensively for incident tracking, problem management, and
change control.
 Interviewer: How do you measure the effectiveness of ITSM
processes?
 Interviewee: I rely on key performance indicators (KPIs) such as
mean time to resolution (MTTR), first call resolution rate, and
 customer satisfaction scores to evaluate process efficiency and
identify areas for improvement.
 Interviewer: What challenges have you faced in ITSM, and how
did you overcome them? Interviewee: One challenge was
resistance to change. I addressed this by providing
comprehensive training and engaging with teams to highlight the
benefits of adopting new processes.
 Interviewer: How do you ensure alignment between ITSM and
business objectives? Interviewee: Regularly liaising with
stakeholders, understanding their needs, and aligning ITSM
strategies accordingly. It’s about translating technical capabilities
into tangible business value.
 Interviewer: Can you describe a situation where you had to
handle a major incident? Interviewee: Certainly. There was a
server outage affecting critical services. I immediately initiated our
incident response plan, coordinated with relevant teams, and
provided regular updates until the issue was resolved.
 Interviewer: How do you stay updated with the latest trends and
best practices in ITSM? Interviewee: I actively participate in
forums, attend conferences, and subscribe to industry
publications. Continuous learning is essential in ITSM to adapt to
evolving technologies and methodologies.
 Interviewer: What role does documentation play in ITSM?
 Interviewee: Documentation is essential for knowledge sharing
and maintaining consistency. Clear and comprehensive
documentation ensures that processes are well-understood and
followed by all stakeholders.
 Interviewer: How do you ensure compliance with regulatory
requirements in ITSM? Interviewee: I stay informed about
relevant regulations and incorporate compliance measures into
our ITSM processes. Regular audits and reviews help ensure that
we meet regulatory standards.
 Interviewer: Can you discuss your approach to problem
management in ITSM?
 Interviewee: Problem management involves identifying root
causes and implementing permanent solutions to prevent
recurring incidents. I employ root cause analysis and trend
analysis to address underlying issues.
 Interviewer: How do you handle service level agreements (SLAs)
in ITSM?
 Interviewee: SLAs define the level of service customers expect. I
monitor SLA metrics closely, escalate breaches when necessary,
and collaborate with teams to meet or exceed SLA targets.
 Interviewer: What strategies do you use for continuous
improvement in ITSM?
 Interviewee: Continuous improvement is a mindset. I regularly
solicit feedback, conduct post-incident reviews, and analyze
performance metrics to identify areas for enhancement and
implement corrective actions.
 Interviewer: Can you talk about your experience with capacity
management in ITSM? Interviewee: Capacity management
involves forecasting and optimizing IT resources to meet current
and future demand. I’ve worked on capacity planning initiatives to
ensure our infrastructure scales effectively with business needs.
 Interviewer: How do you handle service requests in ITSM?
 Interviewee: Service requests are typically handled through a
service catalogue. I prioritize requests based on their impact and
urgency, ensuring timely fulfilment while adhering to SLAs.
 Interviewer: Have you been involved in implementing ITIL
processes in an organization? Interviewee: I’ve led ITIL
implementation projects, aligning ITSM processes with ITIL best
practices to improve service delivery and operational efficiency.
 Interviewer: Can you discuss your experience with incident
response and escalation procedures?
 Interviewee: Incident response involves timely incident detection,
analysis, and resolution. I’ve developed escalation matrices to
ensure that critical incidents are promptly escalated to the
appropriate teams for resolution.
 Interviewer: How do you manage service continuity and disaster
recovery in ITSM? Interviewee: I develop and maintain
comprehensive business continuity and disaster recovery plans to
minimize service disruptions and ensure timely recovery during
unexpected incidents or disasters.
 Interviewer: Can you share a successful change management
initiative you implemented? Interviewee: I led a change
management initiative to migrate our email system to a cloud-
based platform. We executed a seamless transition with minimal
disruptions by involving stakeholders early and addressing
concerns proactively.
 Interviewer: What do you consider the most critical aspect of
ITSM?
 Interviewee: Customer satisfaction is paramount. ITSM’s ultimate
goal is to deliver high-quality services that meet or exceed
customer expectations.
 Interviewer: How do you promote a culture of collaboration and
teamwork in ITSM? Interviewee: I foster open communication,
 encourage knowledge sharing, and recognize contributions from
team members. Collaborative efforts are essential for achieving
success in ITSM initiatives.
170.ServiceNow ITSM Scenarios 2024

Incident Management

 Scenario: A user reports that they are unable to access a critical

business application.
 Details: The IT service desk receives the incident ticket and
assigns it to a support technician. The technician troubleshoots
the issue, identifies the root cause (e.g., server outage), and
resolves it within the agreed-upon SLA.
Service Request Fulfillment

 Scenario: A new employee needs access to various IT resources.

 Details: The employee submits a service request through the self-
service portal for access to email, network drives, and specific
software applications. The request is automatically routed to the
appropriate teams for approval and provisioning.
Change Management

 Scenario: The IT team plans to implement a major software

upgrade.
 Details: A change request is submitted detailing the proposed
changes, potential impacts, and rollout plan. The Change
Advisory Board (CAB) reviews and approves the change after
assessing risks and dependencies. The upgrade is scheduled
during a maintenance window to minimize disruptions.
Problem Management

 Scenario: Multiple users report intermittent connectivity issues.

 Details: The IT team identifies a recurring network problem
causing the connectivity issues. A problem record is created, and
a cross-functional team investigates the root cause. After
analyzing network logs and conducting tests, they implement a
permanent fix to prevent future incidents.
Asset Management

 Scenario: An audit reveals discrepancies in software license

compliance.
 Details: The IT asset manager conducts a comprehensive audit of
software licenses across the organization using the ITSM tool.
 They reconcile the license inventory with purchase records and
identify discrepancies. Remediation actions are taken to ensure
compliance and avoid penalties.
Release Management

 Scenario: The development team prepares to deploy a new

version of a web application.
 Details: The release manager creates a release plan outlining
tasks, timelines, and dependencies. They coordinate with
development, testing, and operations teams to schedule
deployment activities. The new version undergoes testing in a
staging environment before being rolled out to production.
Service Level Management

 Scenario: A critical IT service experiences frequent outages,

breaching SLA targets.
 Details: The service owner conducts a review of service
performance metrics and SLA breaches. They identify areas for
improvement and collaborate with technical teams to address
underlying issues. Service level agreements are renegotiated to
align with achievable targets.
Knowledge Management

 Scenario: Support technicians encounter a recurring issue with a

specific software application.
 Details: The technicians document the troubleshooting steps and
resolution in a knowledge article within the ITSM knowledge base.
The article includes detailed instructions, known workarounds,
and related resources to assist future support incidents.
Capacity Management

 Scenario: An increase in user demand leads to degraded

performance of a critical server.
 Details: The capacity manager analyzes performance metrics and
forecasts future demand. They identify resource constraints and
recommend hardware upgrades or optimization measures to
ensure adequate capacity and performance.
Access Management

 Scenario: A contractor needs temporary access to specific

network resources.
 Details: The contractor’s manager submits an access request
through the ITSM system. The request is reviewed and approved
 based on predefined access policies and roles. Temporary access
rights are granted for the duration of the contract.
Security Incident Response

 Scenario: The IT security team detects unauthorized access

attempts to sensitive data.
 Details: The security incident is escalated to the ITSM platform,
triggering an incident response workflow. The team investigates
the incident, contains the breach, and implements security
controls to prevent further unauthorized access.
Service Catalog Management

 Scenario: A department head needs to request additional

software licenses for their team.
 Details: The department head accesses the ITSM service catalog
and submits a request for additional software licenses. The
request is automatically routed to the appropriate approval
authority and fulfillment team for processing.
Change Advisory Board (CAB) Meeting

 Scenario: The IT department plans to implement a major

infrastructure change.
 Details: The change request is presented to the CAB during a
scheduled meeting. The CAB assesses the potential impacts,
risks, and dependencies of the change. After thorough review and
discussion, the change is approved, postponed, or rejected.
Emergency Change Management

 Scenario: A critical security vulnerability requires an immediate

patch deployment.
 Details: The IT security team raises an emergency change
request for the patch deployment. The change is expedited
through an emergency CAB meeting for rapid approval. The patch
is deployed urgently to mitigate the security risk.
Knowledge Article Creation

 Scenario: A support technician discovers a new workaround for

resolving a common issue.
 Details: The technician creates a new knowledge article detailing
the workaround, steps to reproduce the issue, and
troubleshooting tips. The article is reviewed, approved, and
published to the knowledge base for future reference.
Root Cause Analysis (RCA)
 Scenario: A critical system outage disrupts business operations.
 Details: The incident response team conducts a root cause
analysis to determine the underlying cause of the outage. They
analyze system logs, configuration changes, and network traffic to
identify the root cause and implement corrective actions.
Service Desk Performance Monitoring

 Scenario: The IT service desk experiences a high volume of

support tickets.
 Details: Service desk managers monitor key performance
indicators such as ticket volume, resolution times, and customer
satisfaction scores. They identify bottlenecks, allocate resources
efficiently, and implement process improvements to enhance
service delivery.
Knowledge Base Maintenance

 Scenario: The ITSM knowledge base contains outdated or

redundant articles.
 Details: Knowledge base administrators conduct a review of
existing articles, identifying outdated or redundant content. They
archive or update obsolete articles and consolidate similar topics
to improve usability and relevance.
Continuous Improvement Initiatives

 Scenario: The IT department aims to optimize service delivery

processes.
 Details: A continuous improvement team conducts regular
reviews of ITSM processes, solicits feedback from stakeholders,
and identifies areas for enhancement. They implement iterative
improvements to streamline workflows, reduce waste, and
increase efficiency.
IT Governance and Compliance

 Scenario: The organization must comply with industry regulations

and standards.
 Details: The IT governance team establishes policies,
procedures, and controls to ensure compliance with regulatory
requirements. They conduct audits, risk assessments, and
compliance checks using the ITSM platform to maintain
adherence to standards.
Supplier Management
 Scenario: A vendor fails to deliver hardware components on time,
impacting project timelines.
 Details: The procurement team raises a supplier performance
issue within the ITSM platform. They track vendor performance
metrics, escalate the issue to senior management, and initiate
discussions with alternate suppliers to mitigate risks.
Configuration Item (CI) Baseline Creation

 Scenario: The organization introduces a new standard server

configuration.
 Details: The configuration management team establishes a
baseline for the new server configuration within the ITSM
platform. They document hardware specifications, operating
system settings, and installed software packages as the standard
configuration template.
User Training and Education

 Scenario: Employees require training on a newly deployed IT

service.
 Details: The training coordinator schedules
Service Level Agreement (SLA) Breach Resolution:

 Scenario: A critical IT service consistently fails to meet SLA

targets for response and resolution times.
 Details: The service owner conducts a root cause analysis to
identify bottlenecks in the incident resolution process. They
collaborate with support teams to streamline workflows, improve
communication channels, and implement automation to meet SLA
commitments.
Service Continuity Testing

 Scenario: The IT management team observes a gradual decline

in the performance of a critical IT service over several months.
 Details: Service performance metrics are analyzed over time to
identify trends and patterns indicating degradation. The ITSM
platform generates reports and dashboards showing historical
performance data, helping stakeholders make informed decisions
about resource allocation and capacity planning.
IT Service Cost Optimization

 Scenario: The organization seeks to reduce IT service costs

without compromising service quality.
 Details: The IT finance manager analyzes cost data associated
with IT services, including hardware, software licenses, and
support contracts. They identify opportunities for cost
optimization, such as consolidating licenses, renegotiating vendor
contracts, or migrating to cloud-based solutions, to achieve cost
savings while maintaining service levels.
IT Service Portfolio Rationalization

 Scenario: The IT service portfolio contains redundant or outdated

services, leading to inefficiencies.
 Details: The IT service manager conducts a comprehensive
review of the service portfolio, assessing the relevance, value,
and alignment of each service with business objectives. They
retire or consolidate redundant services, prioritize strategic
initiatives, and reallocate resources to high-impact projects to
optimize the service portfolio.
Mobile Device Management (MDM)

 Scenario: Employees require access to corporate data and

applications on their mobile devices.
 Details: The IT security team implements a Mobile Device
Management (MDM) solution integrated with the ITSM platform to
enforce security policies, remotely manage devices, and ensure
compliance with corporate standards. They configure device
profiles, enforce encryption, and enable remote wipe capabilities
to protect sensitive data.
IT Service Desk Automation

 Scenario: The IT service desk receives a high volume of routine

requests for password resets.
 Details: The IT service desk automates password reset requests
using self-service options integrated with the ITSM platform.
Users can reset their passwords through the self-service portal or
interactive voice response (IVR) system, reducing the workload
on support technicians and improving service efficiency.
IT Service Desk Multichannel Support

 Scenario: Users prefer to submit support requests through

various channels, including email, phone, and chat.
 Details: The IT service desk implements multichannel support
capabilities within the ITSM platform, allowing users to submit
requests through preferred channels. Requests are automatically
 routed to the appropriate support teams for timely resolution,
regardless of the communication channel used.
IT Service Desk Knowledge Management Integration

 Scenario: Support technicians struggle to find relevant knowledge

articles to resolve incidents efficiently.
 Details: The IT service desk integrates knowledge management
functionalities into the ITSM platform, enabling technicians to
search and access relevant articles directly from the incident
ticket interface. They can quickly reference troubleshooting
guides, FAQs, and resolution steps to expedite incident resolution
and improve customer satisfaction.
Remote Workforce Support

 Scenario: The organization transitions to a remote work model

due to external factors such as a pandemic.
 Details: The IT support team enhances remote workforce support
capabilities within the ITSM platform, providing remote access
solutions, virtual desktop infrastructure (VDI), and collaboration
tools to facilitate seamless communication and productivity for
remote employees. They prioritize support for remote access
issues, VPN connectivity, and endpoint security to ensure
business continuity.
IT Asset Lifecycle Management

 Scenario: The organization struggles to track and manage IT

assets throughout their lifecycle, leading to inefficiencies and
compliance risks.
 Details: The IT asset manager implements an IT asset lifecycle
management process within the ITSM platform, including asset
procurement, deployment, maintenance, and retirement phases.
They establish asset tracking mechanisms, enforce compliance
with licensing agreements, and optimize asset utilization to
reduce costs and mitigate risks.
IT Service Desk Performance Benchmarking

 Scenario: The organization aims to benchmark the performance

of its IT service desk against industry standards and peers.
 Details: The IT service manager conducts a benchmarking
exercise using performance metrics and benchmarks available
within the ITSM platform. They compare metrics such as first-call
resolution rate, average response time, and customer satisfaction
 scores against industry benchmarks and peer organizations to
identify areas for improvement and best practices
IT Service Catalog Expansion

 Scenario: The organization introduces new IT services to meet

evolving business needs.
 Details: The IT service manager expands the service catalog
within the ITSM platform to include new services aligned with
business requirements. They define service offerings, service
level agreements (SLAs), and service request workflows for new
services such as cloud migration, cybersecurity training, or
software-as-a-service (SaaS) implementations.
IT Change Risk Assessment

 Scenario: The organization plans to implement a major

infrastructure change that may impact critical business
operations.
 Details: The change manager performs a risk assessment using
the risk management module within the ITSM platform. They
identify potential risks associated with the change, assess the
likelihood and impact of each risk, and develop risk mitigation
strategies to minimize adverse effects on service delivery and
business continuity.
IT Service Desk Chatbot Integration

 Scenario: Users seek instant assistance for common IT support

queries outside regular business hours.
 Details: The IT service desk integrates a chatbot or virtual
assistant within the ITSM platform to provide 24/7 support for
routine inquiries, password resets, and service requests. The
chatbot leverages natural language processing (NLP) to
understand user queries, retrieve relevant information from the
knowledge base, and provide automated responses or escalate
complex issues to human agents for further assistance.
Service Level Agreement (SLA) Review and Revision:
 Scenario: SLAs for certain IT services are consistently breached,
impacting user satisfaction.
 Details: The IT service manager conducts a review of SLA
performance metrics, identifies areas of underperformance, and
collaborates with stakeholders to revise SLAs. The revised SLAs
are communicated to users, and service improvement initiatives
are implemented to meet the new targets.
Knowledge Sharing Initiative:
 Scenario: Siloed knowledge within different IT teams hinders
collaboration and problem resolution.
 Details: The knowledge management team launches a knowledge
sharing initiative within the ITSM platform, encouraging
technicians to contribute insights, best practices, and solutions to
a centralized knowledge repository. Regular knowledge sharing
sessions and incentives promote a culture of collaboration and
continuous learning.
IT Service Continuity Planning for Cybersecurity Threats:
 Scenario: Increasing cybersecurity threats pose risks to critical IT
services and data.
 Details: The IT security team collaborates with IT service
managers to develop and implement IT service continuity plans
tailored to cybersecurity threats such as ransomware attacks,
data breaches, and phishing incidents. Contingency measures,
data backup strategies, and incident response protocols are
established to mitigate risks and ensure business resilience.
User Training and Adoption for New IT Services:
 Scenario: The organization rolls out a new collaboration platform
for remote teams.
 Details: The IT training team designs and delivers user training
sessions, tutorials, and instructional materials to facilitate
adoption of the new collaboration platform. They provide hands-
on training, virtual workshops, and self-paced learning resources
to empower users with the knowledge and skills needed to
leverage the platform effectively.
IT Asset Discovery and Inventory Management:
 Scenario: The organization lacks visibility into its IT asset
inventory, leading to inefficiencies and security risks.
 Details: The IT asset management team deploys asset discovery
tools integrated with the ITSM platform to automatically scan the
network and discover all connected devices and software assets.
The discovered assets are reconciled with the centralized asset
repository, and comprehensive asset inventory reports are
generated for tracking, monitoring, and compliance purposes
IT Change Prioritization and Impact Analysis:
 Scenario: Multiple change requests compete for limited resources
and implementation windows.
 Details: The change advisory board (CAB) prioritizes change
requests based on business impact, urgency, and dependencies.
They conduct thorough impact analysis to assess potential risks
and consequences of each change, ensuring that critical changes
are prioritized and resource conflicts are resolved effectively.
 Incident Triage and Escalation:
 Scenario: The IT service desk receives a high volume of incident
tickets during peak hours.
 Details: The incident manager implements an incident triage
process within the ITSM platform, categorizing incoming incidents
based on severity, impact, and urgency. High-priority incidents
are escalated to specialized support teams or subject matter
experts for rapid resolution, while lower-priority incidents are
queued for later processing.
Service Desk Performance Gamification:
 Scenario: The IT service desk seeks to boost agent morale and
performance.
 Details: The IT service manager introduces gamification elements
within the ITSM platform, such as leaderboards, badges, and
rewards, to incentivize agents and foster healthy competition.
Performance metrics such as ticket resolution times, customer
satisfaction scores, and first-call resolution rates are gamified to
encourage agents to achieve higher levels of productivity and
service quality.
IT Service Catalog Personalization:
 Scenario: Different user groups within the organization require
access to tailored service offerings.
 Details: The IT service catalog administrator customizes service
catalog views and offerings based on user roles, departments,
and preferences. Role-based access controls and personalized
service catalogs ensure that users have access to relevant
services and resources aligned with their job responsibilities and
business needs.
IT Service Desk Knowledge Gap Analysis:
 Scenario: Support technicians encounter recurring incidents for
which they lack sufficient knowledge or training.
 Details: The knowledge management team conducts a knowledge
gap analysis using incident data, user feedback, and technician
performance metrics. They identify areas where additional
training, documentation, or knowledge sharing initiatives are
needed to address knowledge gaps and improve incident
resolution efficiency.
IT Change Standardization and Automation:
 Scenario: The organization aims to streamline and automate
routine IT changes to reduce human error and operational
overhead.
 Details: The change management team standardizes and
templatizes common change types within the ITSM platform, such
 as software patches, configuration updates, and routine
maintenance tasks. Automated change workflows, approval
processes, and change scheduling functionalities are
implemented to expedite change execution and minimize
disruption to IT services.
IT Service Desk Customer Satisfaction Survey:
 Scenario: The IT service desk seeks feedback from users to
assess service quality and identify areas for improvement.
 Details: The IT service manager launches customer satisfaction
surveys within the ITSM platform, soliciting feedback from users
upon incident resolution or service request fulfillment. Survey
responses are analyzed to measure user satisfaction levels,
identify service pain points, and prioritize service improvement
initiatives based on user feedback and preferences.
IT Service Desk Omnichannel Support Integration:
 Scenario: Users expect seamless support experiences across
multiple communication channels, including email, phone, chat,
and social media.
 Details: The IT service desk integrates omnichannel support
capabilities within the ITSM platform, consolidating interactions
from various communication channels into a unified ticketing
system. Support agents have access to a centralized interface for
managing tickets and responding to user inquiries across all
channels, ensuring consistent and efficient support delivery
regardless of the communication medium used by users.
IT Service Desk Performance Benchmarking Against Industry
Standards:
 Scenario: The organization seeks to assess the performance of
its IT service desk against industry benchmarks and best
practices.
 Details: The IT service manager benchmarks key performance
indicators (KPIs) such as average response time, first-call
resolution rate, and incident resolution time against industry
standards and peer organizations using benchmarking data
available within the ITSM platform. Performance gaps are
identified, and improvement initiatives are prioritized to align with
industry-leading practices and enhance service desk
performance.
IT Service Desk Chatbot Enhancement for Natural Language
Understanding:
 Scenario: Users prefer conversational interactions with the IT
service desk, expecting chatbots to understand natural language
queries and provide accurate responses.
 Details: The IT service desk enhances chatbot capabilities within
the ITSM platform with natural language processing (NLP) and
machine learning algorithms to improve chatbot comprehension
and response accuracy. Chatbots are trained on historical support
interactions and knowledge base articles to understand user
IT Service Desk Remote Support:
 Scenario: A remote employee encounters technical issues with
their laptop while working from home.
 Details: The IT service desk technician utilizes remote support
tools integrated into the ITSM platform to troubleshoot and
resolve the issue remotely. They establish a secure connection to
the employee’s laptop, diagnose the problem, and apply
necessary fixes without requiring the employee to visit the office.
IT Service Continuity Plan Testing for Natural Disasters:
 Scenario: The organization conducts a simulation exercise to test
IT service continuity plans in the event of a natural disaster such
as a hurricane or earthquake.
 Details: The IT disaster recovery team orchestrates the
simulation, simulating disaster scenarios and activating
predefined continuity plans. They assess the effectiveness of
backup systems, data replication mechanisms, and failover
procedures to ensure business continuity and minimize downtime
in the event of a real disaster.
IT Service Desk Shift Handover Process:
 Scenario: The IT service desk operates 24/7 with multiple shifts,
requiring seamless handover processes between shifts.
 Details: The outgoing shift supervisor conducts a handover
meeting with the incoming supervisor, reviewing ongoing
incidents, pending tasks, and critical updates. Handover notes
and documentation are entered into the ITSM platform, ensuring
continuity of support and effective communication between shifts.
IT Asset Lifecycle Automation:
 Scenario: The organization automates IT asset lifecycle
management processes to improve efficiency and reduce manual
errors.
 Details: The IT asset management team leverages automation
workflows within the ITSM platform to streamline asset
procurement, deployment, maintenance, and retirement
processes. Automated notifications, approvals, and asset tracking
functionalities optimize asset lifecycle management and ensure
compliance with asset policies and standards.
IT Service Desk Major Incident Coordination:
 Scenario: A major incident affecting multiple IT services requires
coordinated response and communication.
 Details: The IT service desk establishes a major incident
coordination team comprising representatives from various
support teams, management, and stakeholders. The team utilizes
incident management functionalities within the ITSM platform to
coordinate response efforts, communicate updates, and manage
stakeholder expectations during the incident resolution process.
IT Service Desk Knowledge Gap Remediation:
 Scenario: Support technicians encounter recurring incidents
stemming from knowledge gaps or inadequate training.
 Details: The knowledge management team conducts targeted
training sessions, knowledge sharing workshops, and knowledge
gap assessments to address knowledge deficiencies identified
through incident analysis. They develop training materials, create
knowledge articles, and provide mentorship to technicians to
bridge knowledge gaps and enhance incident resolution
capabilities.
IT Change Standardization and Approval Workflow
Optimization:
 Scenario: The organization streamlines change management
processes to improve efficiency and reduce change approval
times.
 Details: The change management team standardizes change
request templates, approval workflows, and documentation
requirements within the ITSM platform. They implement
automated approval routing, predefined change templates, and
change scheduling functionalities to expedite change approval
and implementation while maintaining governance and
compliance standards.
IT Service Desk Real-time Monitoring and Alerting:
 Scenario: The IT service desk implements real-time monitoring
and alerting capabilities to proactively detect and respond to
service disruptions.
 Details: The IT monitoring team integrates monitoring tools and
event management functionalities within the ITSM platform to
monitor critical IT services, infrastructure components, and
performance metrics in real-time. They configure alerting
thresholds, escalation rules, and notification channels to promptly
alert support teams to potential issues and initiate incident
response procedures.
IT Service Desk Capacity Planning:
 Scenario: The organization conducts capacity planning to ensure
that IT resources can meet future demand and performance
requirements.
 Details: The IT capacity management team analyzes historical
performance data, growth projections, and workload patterns to
forecast future demand and identify capacity constraints. They
utilize capacity planning modules within the ITSM platform to
model scenarios, optimize resource allocation, and make
informed decisions about infrastructure investments and
upgrades.
IT Service Desk Self-service Portal Enhancement:
 Scenario: The organization enhances the self-service portal to
empower users with greater autonomy and access to IT
resources.
 Details: The IT service desk administrator adds new self-service
features, knowledge articles, and service catalog offerings to the
self-service portal within the ITSM platform. They customize the
portal interface, improve search functionality, and implement self-
help options to enable users to resolve common issues
independently and reduce reliance on support technicians.
IT Service Desk Chatbot Integration with Knowledge
Management:
 Scenario: The organization integrates chatbot functionalities with
the knowledge management system to provide users with instant
access to relevant information and support.
 Details: The IT service desk leverages chatbot capabilities within
the ITSM platform, integrating natural language processing (NLP)
algorithms with the knowledge base to enable conversational
interactions and automated responses to user queries. Chatbots
retrieve relevant knowledge articles, troubleshooting guides, and
FAQs to provide timely assistance and resolve user issues
efficiently.
IT Service Desk Multilingual Support:
 Scenario: The organization provides multilingual support to cater
to a diverse user base with varying language preferences.
 Details: The IT service desk deploys multilingual support
functionalities within the ITSM platform, allowing users to interact
with support agents and self-service resources in their preferred
language. Language settings, translation tools, and multilingual
knowledge articles are integrated into the ITSM platform to
enhance user experience and accessibility.
IT Service Desk Performance Analysis and Benchmarking:
 Scenario: The organization evaluates the performance of the IT
service desk against industry benchmarks and best practices.
 Details: The IT service manager utilizes performance analytics
and benchmarking functionalities within the ITSM platform to
assess key performance indicators (KPIs) such as incident
resolution times, first-call resolution rates, and customer
satisfaction scores. Benchmarking data and comparative analysis
help identify areas for improvement and implement service desk
optimization initiatives aligned with industry standards.
IT Service Desk Incident Prioritization and Escalation:
 Scenario: The IT service desk implements automated incident
prioritization and escalation rules to ensure that critical incidents
are addressed promptly.
 Details: The IT service desk administrator configures incident
management workflows within the ITSM platform, defining priority
categories, escalation thresholds, and automated routing rules
based on incident severity, impact, and urgency. Incidents are
triaged, prioritized, and escalated automatically to appropriate
support teams or management levels for timely resolution and
escalation as needed.
IT Asset Discovery and Inventory Management Automation:
 Scenario: The organization automates IT asset discovery and
inventory management processes to maintain an accurate and up-
to-date asset inventory.
 Details: The IT asset management team deploys automated
discovery tools and asset management agents integrated with the
ITSM platform to scan the network, identify connected devices,
and populate the centralized asset repository. Automated
inventory synchronization, asset reconciliation, and audit trail
functionalities ensure data accuracy, compliance, and visibility
into the IT asset landscape.
IT Service Desk Incident Analysis and Trend Identification:
 Scenario: The organization conducts incident analysis to identify
recurring patterns, trends, and root causes of IT service
disruptions.
 Details: The IT incident management team utilizes incident
analytics and reporting functionalities within the ITSM platform to
analyze incident data, identify commonalities, and detect
underlying trends or systemic issues affecting service reliability.
Root cause analysis, trend identification, and proactive problem
management initiatives help prevent recurring incidents and
improve overall service stability.
IT Service Desk Customer Satisfaction Improvement Program:
 Scenario: The organization launches a customer satisfaction
improvement program to enhance user experience and
satisfaction with IT services.
 Details: The IT service manager initiates customer feedback
surveys, satisfaction assessments, and user satisfaction scoring
mechanisms within the ITSM platform to collect user feedback,
measure satisfaction levels, and identify service improvement
opportunities. Action plans, service enhancements, and
continuous feedback loops are implemented to address user
concerns, prioritize service improvements, and enhance overall
customer satisfaction
IT Service Desk Incident Prioritization Based on Business
Impact:
 Scenario: The organization prioritizes incidents based on their
potential impact on business operations and criticality.
 Details: The IT service desk implements a business impact
assessment framework within the ITSM platform, categorizing
incidents and service disruptions based on their severity, urgency,
and impact on business functions. Incidents with higher business
impact are prioritized for immediate resolution and escalation,
ensuring that critical business processes remain operational and
uninterrupted.
IT Change Advisory Board (CAB) Meeting Automation:
 Scenario: The organization automates CAB meeting scheduling,
agenda management, and decision-making processes to improve
efficiency and collaboration.
 Details: The change management team leverages meeting
management and collaboration tools integrated with the ITSM
platform to automate CAB meeting scheduling, agenda
distribution, and decision-making workflows. Meeting invitations,
agenda items, change proposals, and approval decisions are
managed electronically, streamlining communication, reducing
administrative overhead, and accelerating change review and
approval cycles.
IT Service Desk Customer Feedback Analysis for Service
Improvement:
 Scenario: The organization analyzes customer feedback and user
satisfaction scores to identify service improvement opportunities
and prioritize enhancement initiatives.
 Details: The IT service manager utilizes sentiment analysis,
feedback categorization, and user satisfaction scoring
mechanisms within the ITSM platform to analyze customer
feedback, identify recurring themes, and prioritize service
 improvement initiatives. Actionable insights, service enhancement
recommendations, and continuous feedback loops are established
to drive service excellence, meet user expectations, and enhance
overall customer satisfaction.
These scenarios cover various aspects of IT Service Management,
including incident management, asset management, change
management, service desk operations, and customer satisfaction
improvement, demonstrating the versatility and importance of ITSM
in modern organizations.
171.What is ServiceNow’s ITSM solution?

It is the set of applications and features that aims to deliver the best
IT Services to users and customers by focusing on scalable
workflow automation and streamlining organizational IT processes.
Introduction to AL will make this solution more reliable, fast, and
professional.

By utilizing ServiceNow’s ITSM suite, organizations will be able to

benefit from the following:

 Values: It brings value to the customer through the overall

services provided.
 Productivity: It boosts productivity after the processes are
automated.
 Timing: Less time will be needed to do regular tasks, resulting in
happier users.
 Cost: The Overall cost of providing services will be lower.
 Efficiency: The efficiency of services will boost after automation.
 Complexity: The overall complexity of processes will be reduced,
making them easier to understand.
 Quick Resolution: It leads to quick resolution of daily incidents
and issues faced by organizations.
 Customer Satisfaction: Finally, all the above points provide
higher customer satisfaction.
172.Features of ServiceNow ITSM suit

 Enhance the service experience : Workflow automation provides

an enormous boost to service quality, speed, and efficiency.
Feature such as automatic routing, automatic suggestions, etc.
make things better for the service desk agent and help him/her
resolve more incidents and requests.
 Consolidate IT services : It makes the service catalog a single
source for acquiring services for employees, users, and internal
users. This categorization and consolidation of IT Services
eliminated the confusion and dependencies of users over the
service desk for reporting issues and ordering stuff.

 Improve IT productivity :This overall modern approach

significantly improve the productivity of organization. Modern AI
enabled chatbots, automatic suggestions etc. makes this more
helpful and advance. People invest more time in collaborating
with each others, innovation and trainings rather than working
with complex processes.

 Gain visibility into processes & services :It also help in making
this more agile than ever. Process owners are now have more
control over services and its performance. They can easily
monitor the performance and get complete visibility within /out of
processes.
Smarter decisions can be made easily by looking into the analytics
part of applications etc.

 Provide mobile connectivity :Having most of these features

managed and accessed from mobile is a big win for people like
approvers etc.

173.Application of ServiceNow ITSM suit?

ServiceNow provides a bundle of applications to be used for ITSM

solution delivery. All these applications are out-of-box and based on
industry experience and expertise.

Below is the list of all such applications.

 Asset Management
 Benchmarks
 Change Management
 Coaching
 Collaboration services
 Continual Improvement Management
 Contract Management
 DevOps
 Digital Portfolio Management
 Expense Line
 Incident Management
 Incident Communications Management
 ITSM Agent Workspace
 ITSM Virtual Agent
 ITSM Mobile Agent
 ITSM Success Dashboard
 ITSM Platform Analytics Solutions
 ITSM Predictive Intelligence Workbench
 On-call scheduling
 Operational Technology Service Management
 Procurement
 Product Catalog
 Problem Management
 Recommendation Framework
 Release Management
 Request Management
 Service Desk
 Service Operations Workspace for ITSM
 Service Owner Workspace
 Service Portfolio Management
 Site Reliability Metrics
 Site Reliability Operations
 Task Outage
 Vendor Manager Workspace
 Vendor Performance
 Walk-up Experience
 Workforce Optimization for ITSM

174.What is coalesce in transform map?

The coalesce option allows you to update existing target table
records when transforming import data.

The coalesce option on a field map allows you to specify if the

selected Target field should be used to coalesce on when import
set records are transformed. If the field map Coalesce checkbox is
selected, when the import set row is transformed the instance
checks for an existing record in the target table that has the same
value in the Target field as the import set row Source field. If an
existing record with a matching value in the target table is found,
that record is updated. If no matching record is found, then a new
record is created in the target table.
175.Can we apply coalesce on multiple field?
Yes, we can apply coalesce on multiple fields. If we add coalesce
for multiple field then all fields that are marked 'true' must match to
do an update of an existing record.
176.How to restrict insertion of new records and allow only update
of existing records?
In transform map main script, we can check for operation by using
'action' variable and set 'ignore' variable as true/false based on the
value as shown in below script :

if(action=='insert'){
ignore=true;
}
177.What are the different variables available in transform map
scripts?
1. source: Contains the import source record currently being
transformed. Specify a specific field from the source record as an
object property.

2. target : Contains the transformation map record currently being

used for the transformation process. Specify a specific field from
the transform map record with one of these properties.

3. log : Log information about the current import process. Each log
level has it\'s own method.

4. ignore : When set to true, skips or aborts the current import

action. In onStart scripts, this variable aborts the entire
transformation process. In onBefore scripts, this variable only
skips the current row being transformed.

5. error : When set to true, aborts the current import action and
logs an error message in the Import Set Log.

6. error_message : When an error occurs, adds the specified error

message to SOAP response.

7. status_message : Adds the specified status message to SOAP

response.
178.How do i skip a field getting copied from source to target if source is
empty. (not a row but field) - Can i do something at onbefore script or
field map script
By default a transform map won't update target fields if the source field is
empty. There's a checkbox on the transform map form called 'Copy
empty fields' which is off by default. If you check it then target fields
would be updated with a blank value. I

You can write down onBefore transform map script where your one of
the code line would be
if(source.u_fieldNameThatIsToBeCheckedForNull != '')
{
ignore = true;
}
179.Also, say i want to skip a particular field only and update the rest
what would be the best way to achieve it.
I'm not sure I quite understand what you are after here. If you want to
skip a field just don't include it in the field map or transform scripts. If you
want to conditionally skip a field then, as Berny mentioned, you can use
a transform script to conditionally set target fields based on the source
field value. You don't put the source/target fields in the field map list but
instead use a Before transform script (or the script on the main transform
map form) to set the target field
180.Although a field is coalesced, we are seeing multiple entries being
created in the target table. Is not supposed to just update instead of
creating new rows in the table.
If the ID field is truly the only field with Coalesce checked then
something else is causing the duplicates. In your instance I know you
have tenant separation so there could be tenant-separation query
business rules that are preventing the transform process from finding the
record with the matching ID.

181.EXAMPLE SOURCE SCRIPT

I am using a Field map Source Script, the requirement is to set the
impact field on incident table on the basis of incoming priority from the
source table.
Ex. if the priority from the source table is 1 then the impact on target
incident table should be set to 3-Low( value for this choice is 3)
answer = (function transformEntry(source) {
if(source.u_priority == 1){
return 3; //value of priority in servicnow table
}
else if (source.u_priority == 2){
return 2; //value of priority in servicnow table
}
else
return 3;
})(source);

182.Automatic Mapping Utility

The simplest mapping method is where all of the field names of the
import sets match the names of the fields on the production tables onto
which the data will be transformed. In this case, simply click Auto map
matching fields in the related list in the Table Transform Map form and
confirm proper matching. If there are any discrepancies in terms of how
fields were automatically matched, use the mapping assist utility to
correct them. When all fields are matched properly, click
the Transform related link to begin transforming data onto the
destination table.

183.Mapping Assist Utility

The mapping assist utility provides a visually intuitive environment for

specifying mapping between import set fields and production table fields.
The mapping assist utility makes it possible to map a single source field
(field on an import set table) to multiple destination fields (fields on a
production table).Mapping assist

184.Tell me the import sets Step by step process in service now?

Create a Data Source:
Define the source of the data to be imported.
Load Data:
Import the data into an Import Set Table (temporary table).
Import set table:
New Table Name or Existing Table
Source of the import:
File Based, Data based
Create a Transform Map:
Define how the data should map from the Import Set Table to the Target
Table
Auto Map Fields:
Specify field-to-field mappings between the Import Set and Target Table.
Mapping Assist:
Map The Source table target Table
Set Coalesce Fields:
Decide whether to insert or update records based on matching fields.
Transform Scripts (Optional):
Add scripts to customize data manipulation.
Run the Transform:
Execute the data transformation process.
Verify and Correct Errors:
Review results and fix errors if necessary.
Cleanup (Optional):
Remove the Import Set data after successful transformation.
185.What is Transform Maps Scripts ,What are the types of Transform
Script in ServiceNow ?
In ServiceNow, Transform Scripts are used in transform maps to
manipulate data during the process of importing it into the system.
Transform scripts help modify, cleanse, or prepare data before it is
written to the target table.
There are 7 type of transform map script which gets executed at
different point of time while transformation,

1. onStart: executes at the start of an import before any rows are

read.

2. onAfter: executes at the end of a row transformation and after

the source row has been transformed into the target row and
saved.

3. onBefore: executes at the start of a row transformation and

before the row is transformed into the target row.

4. onChoiceCreate: executes at the start of a choice value creation

before the new choice value is created.

5. onComplete: executes at the end of an import after all rows are

read and transformed.

6. onForeignInsert: executes at the start of the creation of a related,

referenced record before the record is created.

7. onReject: executes during foreign record or choice creation if the

foreign record or choice is rejected. The entire transformation row
is not saved.

Note : In addition to above types, we do have main transform map

script (which is available when we click on run script checkbox)
and Field Mapping script.
EXAMPLE OF TRANSFORM SCRIPTS
Map with transformation event scripts
186.What is Import sets in ServiceNow?
Import sets is an application within ServiceNow used to import bulk data
into ServiceNow tables from various data sources and then map that
data into ServiceNow tables
187.What is Coalesce in Transform Maps?
Coalesce fields are used to determine whether to insert a new record or
update an existing record.
If the value in the coalesce field matches an existing record in the target
table, the system updates that record. If not, a new record is inserted.
You can set multiple coalesce fields, and you also have the option to use
custom logic for the coalescence.
188.What is Field Mapping in Transform Maps?
You specify how the fields from the import set table are mapped to the
target table. This can be done manually or automatically if the field
names match.
You can map one or more fields from the import set to corresponding
fields in the target table
189.What is Mapping Assist in Transform Maps?
ServiceNow provides a Mapping Assist feature that helps you easily
map fields from the import set table to the target table by providing a
user-friendly interface.
It can automatically suggest field mappings based on the field names or
manually assign each field
190.What is a Transform map in service now?
A Transform Map in ServiceNow is a tool used to transfer data from an i
mport set table to a target table. It defines the relationships between field
s in the import set and fields in the target table, ensuring that data is corr
ectly imported and mapped.
Transform maps allow you to take data from an external source, loaded
into a temporary import set table, and map it to fields in a table within
ServiceNow, such as Incident, Change, or Configuration Item (CI)
tables.
191.Before going check this link
https://www.servicenow.com/docs/bundle/xanadu-integrate-
applications/page/administer/import-
sets/task/t_ReviewTheImportSet.html
192.What do you understand by Foreign record insert?
When an import changes to a table that is not the target table for that
import, a foreign record insert occurs.

193. How to control visibility of UI Action?

Answer: a.You can Control UI action visibility by role
b. Control UI action visibility with views
You need to have the conditions in the condition field box in UI action.
194. Type's of UI Action?
Answer: UI actions can be client side or server side or it can be both at
same time

195. How can you send notification using UI action?

Answer: You can trigger notification from ui action by
using gs.eventQueue().
196.What is UI Action ?
Ans - UI actions are basically a UI element that can be show up in the
form and when these UI elements get clicked then script (java script
code) get executed, this script is written in UI action script section.

It is basically used to make UI more interactive and customizable. UI

elements which can be shown in form are form button, form context
menu, form link, list banner button, list context menu, list choice
and list link etc.

UI actions in ServiceNow can run on server side and client side both,
mostly requirement is of to run UI action on server side. You can add UI
actions to tables and database views that are in the same scope.

197.What are steps to create ServiceNow UI action ?

Ans - Below are steps :

 Login as Admin
 Navigate to System Definition – Click on UI Actions option
 Click on New Button

198.How to enable UI Action to run on Client Side?

Ans - Enable Checkbox "Client" and provide "OnClick" function name
in UI Action creation form.
199.Where can we use UI action client side or server side in
ServiceNow?
Ans - We can use UI action client and server side both. It totally depends
on requirement that what we have to implement.

200.Syntax how can we write client side and server side in

ServiceNow UI action?
Ans : Steps to call UI Action on Client and Server are :

201.UI Action form Configurations and fields ?

Ans - Following are different fields available on UI Action Form and it's
purpose:

202.What is the purpose of 'gsftsubmit' in a UI action?

The gsftSubmit function in a UI Action is used to trigger the server-side
script of the UI Action after the client-side script has run. This is useful
when you need to perform both client-side and server-side operations in
a single UI Action

Client-Side: Validate fields and show messages.

Server-Side: Perform the main action (e.g., update the record).
gsftSubmit: Connects both scripts.
203.What Is the syntax of the gsftsubmlt function?
The gsftSubmit function in ServiceNow is commonly used in client-side
scripting to submit forms programmatically

204.How can override UI Actions for an extended table?

Create UI Action: On the extended table with the same Action Name.
Add Specific Script: Write script specific to the extended table.
Match Action Name: Ensure the Action Name matches.
Remove UI Action (Optional): Add conditions to exclude the extended
table
Activate to view larger image,

205.What does "Global UI Action" refer to In ServiceNow?

A Global UI Action in ServiceNow is a UI Action that is available across
the entire platform, rather than being specific to a particular table or
application. These actions can be used in various forms and lists
throughout ServiceNow.
Example:
Submit: A common Global UI Action that allows users to submit forms.
Benefits:
Consistency: Provides a consistent user experience across different
parts of the platform.
Reusability: Can be used in multiple contexts without needing to
recreate the action
206.How can I redirect an action to the current and previous document
using UI Actions?
Set Redirect URL:
Use action.setRedirectURL() to specify the page to open after the UI
Action executes.
Set Return URL:
Use action.setReturnURL() to specify the page to open when the back
button is pressed from
the redirect page
207.what is schedule jobs in ServiceNow and what is propose?

In ServiceNow, scheduled jobs (also known as scheduled scripts or

scheduled jobs) are automated tasks that run at specified intervals or
times. These jobs help manage and automate various system
processes, ensuring routine or repetitive tasks are executed without
manual intervention.

208.What is UI Policies?

A UI Policy is a client-side logic in ServiceNow used to dynamically

control the behavior of form fields based on specific conditions. It can
make fields mandatory, read-only, or hidden without needing to write
code.

209.What is the difference between UI Policy and Data Policy?

Aspect UI Policy Data Policy

Runs on the client side

Execution Runs on the server side.
(browser).

Used to manage form Enforces rules on data

Purpose
field behavior. regardless of the interface.

Applies to all data imports and

Scope Affects forms in the UI.
API updates.

Impact on Does not enforce rules Ensures compliance with rules

Data beyond the form. across platforms.

210.What is Reverse if False, On Load, Inherit, and Global Option in UI

Policies?

 Reverse if False: Reverts the field behavior to its default state

when the condition evaluates to false.
 On Load: Applies the UI policy logic as soon as the form is loaded.
 Inherit: Allows child tables to inherit UI policies defined on the
parent table.
  Global: Makes the UI policy applicable across all views of the
table.

211.Which one executes first: UI Policy Script or UI Policy Action?

The UI Policy Actions execute first, followed by the UI Policy Script.

Scripts allow for additional customization after predefined actions are
applied.

212.If a client script makes the Assignment Group field read-only and a
UI policy makes it editable, what will be the output?

The field will be editable, as UI Policies take precedence over Client

Scripts for controlling field properties like read-only, hidden, and
mandatory.

213.Explain one of the UI Policies you have created. Why use UI Policy,
not Client Script or ACL?

 Example: Made the "Priority" field mandatory when "Incident

State" is set to "In Progress."
 Why UI Policy?
o No coding required, making it easier to maintain.
o Executes faster on the client side for field behavior.
 Why not Client Script?
o UI Policy provides predefined actions without needing to
write a script.
 Why not ACL?
o ACLs enforce security and access control, not field behavior.
 Alternative: A Client Script could achieve this, but it requires
additional scripting, increasing complexity.

214.Explain any scenario that can be achieved by UI Policy but not with
Client Script or vice versa.

 Scenario Achievable by UI Policy:

o Making a field read-only, mandatory, or hidden dynamically
without scripting.
 Scenario Achievable by Client Script:
 o Executing complex logic, such as validating multiple field
values and dynamically setting other fields.

215.What is the difference between ACL and UI Policy?

Aspect ACL UI Policy

Enforces security and access Controls the behavior of form

Purpose
control. fields.

Applies to server-side and all Only affects form fields in the

Scope
interfaces. UI.

Runs on the client side

Execution Runs on the server side.
(browser).

Determines access Dynamically modifies form

Usage
permissions for records. field behavior.
216.What is Ui policy What is Data policy in ServiceNow?
Or
Difference Between Ui Policy and Data Policy ?

Ui Policy :

UI Policy Runs on Client Side, UI Policy in ServiceNow is a rule that

dynamically changes the behaviour of fields on a form based on
specified conditions.
UI Policy can make fields mandatory, read-only, or hidden based on
certain conditions

UI Policy Use to Related List Hide

Making Fields Mandatory :

Ensure that certain fields must be filled out before a form can be
submitted.
Hiding Fields :
Hide fields that are not relevant based on other field values.
Setting Fields to Read-Only :
Prevent users from modifying certain fields under specific condition

Data Policy :
Data Policy Runs Server Side, A Data Policy in ServiceNow is designed
to enforce data consistency and integrity across the platform.

Data Policies ensure that data entered into the system meets specific
criteria, such as making fields mandatory or read-only

Data Policies apply to all data entry points, including import sets, web
services, and mobile UI.

Mandatory and Read-Only Fields :

Data Policies can make fields mandatory or read-only to ensure that
critical information is captured and protected,

No Field Hide Option in Data Policy (Hide or Visible)

Data Policy use to Related Lists not Hide

Note : Ui Policy Convert to Data Policy but ones convert to data

policy ,Ui Policy was Automatically Deactivate

217.What should I use to make a field mandatory?

In such cases, one should prefer a UI policy because making

mandatory is directly available in UI policy and there a an option
of reverse if false, which is controlling the execution excellently.
It also avoid writing a few line of code.

218.What is the best case of using a client script?

 In case we have a requirement of where we need to interact with

other tables, modules and multiple fields at client side.
 If there is a complex requirement to use GlideAjax at client side.
219.Which type of Client script we should avoid?

Well if your requirement say you have to write a client script, you
have to do it.

However, try to avoid multiple scripts of same type on same table.

Mostly, in case of onload script which runs every time you open the
record of table.
220.Example of UI Policy?

Let’s take an example : I want to make work notes field mandatory

based on the state field value. so this is a simple straight forward
requirement. so here I will go with UI Policy.

I will Create an UI Policy and set the filter condition State | IS |

Resolved, and then in the UI Policy action, I will set true for the
Work Notes field.
221.Example of Client Script?

If you have a similar requirement but the work notes field should be
mandatory on form Submission then you have to use here onSubmit
Client script because in UI Policy you can either set it on field
change or form load ( only in these two scenario you can run the UI
Policy ).

But Client script can be run on either onLoad() , onChange() ,

onSubmit() or onCellEdit().
222.What is client script Purpose Of Client Script Types Of Client scripts
in ServiceNow?

Client scripts in ServiceNow are JavaScript code that runs on the client
side (i.e., in the user’s web browser) when certain events occur on a
form or list. They are used to manage and manipulate form fields,
validate data, and provide a more dynamic user experience.

Purpose of Client Scripts

Client scripts are primarily used to:

Control form behaviour :

Show, hide, make fields read-only, or mandatory based on specific
conditions.

Validate data :
Ensure that the data entered by users meets certain criteria before
submission.

Set field values :

Automatically populate fields based on other field values or user roles.

Provide user feedback :

Display messages or alerts based on user actions.
Types of Client Scripts
There are four main types of client scripts in ServiceNow:

onLoad :
Runs when a form is first loaded. Typically used to manipulate the form
or set default values.
onChange :
Runs when a particular field value changes. Useful for dynamically
updating other fields based on user input.
onSubmit :
Runs when a form is submitted. Often used to validate form data and
prevent submission if certain conditions are not met.
onCellEdit :
Runs when a cell value is edited in a list. Used to validate or manipulate
data directly in list views.
223.What is the use of Global Check Box in client script ?

The Global checkbox in a ServiceNow client script determines whether

the script should run on all views of a table or just a specific view.

Checked (Global) :
When the Global checkbox is checked, the client script will execute for
all views of the specified table. This is the default setting and ensures
that the script applies universally across different views.
Unchecked :
If you uncheck the Global checkbox, a new field called View becomes
visible. You can specify a particular view in this field, meaning the client
script will only run when that specific view is loaded
224.What is the use of Inherit In client script
In ServiceNow, the Inherit checkbox in client scripts allows the script to
be inherited by tables that extend from the table on which the script is
defined. This means that if you create a client script on a parent table,
such as the Task table, it can be automatically applied to all child tables
that extend from it, like Incident, Change, and Problem tables

One Word Answer :

It Indicates whether the client script applies to extended tables.
225.what is the use of isolated checkbox in Client Script ?
The Isolate Script checkbox in ServiceNow client scripts is used to
enable strict mode for the script. When this checkbox is checked, the
script runs in strict mode, which has several important implications

One Word Answer :

This button is used to disable strict mode and direct DOM access for a
client script
226.which script will execute first service side or client side?
Client-side code, whether implemented through Ajax or executed as
JavaScript, always runs first in the browser before the form is submitted
to the server.
227.Which client script will run first on load or on change? why?
Typically, the OnLoad client script is executed when the form is loaded
in the browser.
On the other hand, the OnChange client script is triggered only when a
specific field is modified, causing the OnChange client script associated
with that field to run. However, if the 'isLoading' parameter in the
OnChange client script is set to true, it can also be triggered during the
form's initial loading process
228.What is the background script in ServiceNow?

 The utility provided by ServiceNow executes free-form javascript

code to run any server-side script.
 Use it for any server-side code
 It is mainly used to test your piece of code
 You can use it for debugging your code as well
 It is easy to run and manage and see the output
 It is more suitable for non-production environments, avoid it in live
production for any data loss or performance degradation.
229.Components of ServiceNow Background script?

In the above image, there are various components of a background

script. Let’s discuss it one by one.

 Script window -use this to write your script (only server-side

code works properly)
 Run Script – Button to execute the script
 Scope selector – use it to select the scope where you want to
execute your script. such as global or scoped app
 Record for rollback checkbox – If you want an option to rollback
the changes done by script.
 Execute In Sandbox – It is the safer side execution of
background script in restricted security that prohibits any
modification of data such as insert, delete and update. However,
in this option, the script may not work as expected on the full
scale of data.
 Cancel after 4 hours – One more option to minimize its
unnecessary execution. In case you do not want the script to run
more than 4 hours use this option. The system will terminate the
script after four hours. Ideally, we should avoid running
background scripts to have this big execution time.
 Execute as scriptlet checkbox – It provides more flexibility to
your script. All global objects and functionality will be available if
this checkbox is true.
230.Who can access ServiceNow background scripts?

 By default, it is available to the admin without elevated privilege

 But in case you want it to be available in elevated privilege update
the following property to security_admin
 glide.script_processor.admin
231.How to write background script in ServiceNow?

Please use the following steps to execute the script in the

background script.

 Navigate to System Definition -> Script – Background

 Write your code in the window
 Click the “Run Script” button to execute
 The script executes and the output will be displayed in the output
window.
 Below is a ServiceNow background script example
In this script, I am displaying 10 incidents with high priority

var gr = new GlideRecord("incident");

gr.addQuery('priority','1');
gr.setLimit(10);
gr.query();
while(gr.next())
gs.print(gr.number);
232.What does a background script display?

As a whole a background script displays the following-

 script output
 script related other information
 error messages( if any)
233.How do you check background script history in ServiceNow?

 Any script that runs all its execution history gets stored in
the Script Execution Histories table.
 The table’s full name is sys_script_execution_history
 It has all the basic details such as who executes it, start and finish
time, transaction ID, script, result and result metadata.
234.How to stop the background script in ServiceNow?

If the script is running unexpectedly, it is very important to stop it.

otherwise, it will hamper the performance of instances and data
loss. Following are the ways to stop it.

 Kill the background script process from active transactions

o Go to System Diagnostics -> Active Cluster Transactions
o Select your process from the list view
o Open List actions and click Kill
o You can do this by opening the record of your process and
clicking the kill button
o The process terminates in a few seconds.
 In case it is still active, you have to call ServiceNow support and
ask to stop it.
 They generally restart the node on which your process is running
235.How to rollback your modifications made by FiX script or
Background Script?

 Yes, it is possible. So don’t be panic.

 Go to sys_rollback_context table and you will see many type of
records
236.How to call script include from background script in
ServiceNow?

 Calling a script include from a background script is possible

 It is the same as we call a script include from any other server
script such as ACL, or business rule.
 Use the following syntax
o new MyScriptInclude().myFunction();
o In the below example, I am calling a function “callScript()” of a
script include named “TESTACL” and printing its return value.
Script Include Code:-
var TESTACL = Class.create();
TESTACL.prototype = Object.extendsObject(AbstractAjaxProcessor,
{
type: 'TESTACL',
callScript: function() {
return "Script Include Is Working" ;
}
});
Backgound Script Code:-
var test = new TESTACL().callScript();
gs.print(test);

237.How to print in background script ServiceNow?

As provided in the above script, use gs.print() function to print

values in a background script.
238.Script Background & Fix Scripts in ServiceNow?

Fix script is the best approach when you install a new application or
want some data fixes to be running after making some changes in
prod. The best feature of a fix script is you can monitor its execution
and check the progress and you can kill the transaction as well.

Never execute any insert/update/delete script from the script

background since if it takes a long time the browser will timeout and
also if any error comes in the script it may get into some loop.

239.How to cancel the background script in ServiceNow?

 It is possible to limit the execution time of the background script

(…/sys.scripts.do)?
 Yes, you can type https://<your_instance>.service-
now.com/cancel_my_transaction.do into the address bar and it
will also cancel the transaction currently running.
240. are the limitations of the ServiceNow background script?

 The limitation of the background script is to return 50k records

only at a time
 it can cause performance issues
241.How to get black and with code look of background script?

You have to install SN Utils – Tools for servicenow” extension in

your browser.
242.Are ACL’s executed when we try to run scripts in Background
scripts?

Its not about Background script. GlideRecord Query in general don’t

consider ACLs. So you should use GlideRecordSecure instead.

243.How to trigger an event from background script in ServiceNow?

 Yes, it is possible to trigger an event from the background script

 It is the same as you do event calls from other server-side scripts
such as business rules etc
 The only exception here is there is no availability of objects such
as current, previous etc in the background script
 It is used to do testing by triggering an event
 Use the following syntax
o gs.eventQueue(‘<Event Name>’,<GlideRecord Object of the
record>,<parm 1>, <parm 2>);
244.ServiceNow Background Script Vs Scheduled Job

FEATURE BACKGROUND SCRIPT SCHEDULED JOB

Execution Executed directly within the Executed

Location ServiceNow UI automatically at
predefined intervals

Purpose Ad-hoc tasks, Automating repetitive

troubleshooting, quick script tasks
execution
Accessibility Accessible from the Configured in
ServiceNow UI background and
managed via
Scheduled Jobs list
Execution Executed on-demand Executed at specific
Control intervals or times
Use Case One-time tasks, testing Regular maintenance
tasks, data cleanup,
report generation
Visibility Visible and editable within Configurable and
the UI managed through
Scheduled Jobs list

245.What is Fix and Background scripts ?

or
Difference Between Fix and Background scripts ?
In ServiceNow, Fix Scripts and Background Scripts are both used for
executing server-side code, but they differ significantly in purpose,
scope, and execution
Fix Script ?
Purpose:
Primarily used for data fixes or one-time updates in the system.
Execution:
Once created and run, the script executes automatically and gets
marked as "complete." It does not run again unless manually modified
and re-executed.
Storage:
Stored in the database as a part of update sets and tracked in the
platform.
Context:
They run as part of a record in the "Fix Script" table. Can be scripted to
make mass updates or correct data issues.
Rollback:
Can be included in update sets, which allows changes to be rolled back.
Usage:
Used for safely applying scripted changes across different environments
during an update set migration (such as development to production).
Logging:
Logs are recorded in the system, making it easier to track what the Fix
Script has done.
Example:
A Fix Script might be used to update a field on all records within a table
when deploying an update set that requires new data formats or
adjustments.
Background Script ?
Purpose:
Used for ad-hoc execution of code, usually by administrators, for testing
or one-time system updates.
Execution:
Manually executed through the "Scripts - Background" module. It can be
run any number of times.
Storage:
Not stored permanently (unless saved manually). Once executed, the
script is gone unless the user saves the code separately.
Context:
Executes in the context of the administrator running the script. It's
typically not included in update sets.
Rollback:
No rollback mechanism. Once changes are made, they're final.
Usage:
Useful for quick troubleshooting, testing, or one-time changes to data
that don’t need to be tracked long-term.
Logging:
Limited logging. Administrators should be careful, as running incorrect
code in a background script can affect large amounts of data.
Example:
A Background Script might be used by an admin to clean up records or
quickly test a script before applying it in a more formalized manner.

246.Difference Between Fix and Background scripts ?

Simple Answer
Activate to view larger image,

247.What are ServiceNow Fix Scripts?

 In ServiceNow, a fix script is a script that is used to perform one-

time data fixes, data migrations, or other system updates.
 It is typically used when a change needs to be made to the
system data that cannot be performed using standard
configuration or administration tools.
Sample Fix Script
248.How to create a ServiceNow fix script?

 Navigate to System Definition->Fix Scripts

 Click on the module and open the table Fix Scripts
[sys_script_fix]
 Click on new fill in the fields and write down your script in the
script field
Fix Script Example

Here’s an example of a ServiceNow fix script that updates the

assignment group of all incidents in the “Hardware” category:

// Get all incidents in the Hardware category

var gr = new GlideRecord('incident');

gr.addQuery('category', 'Hardware');
gr.query();
// Update the assignment group for each incident
while (gr.next()) {
gr.assignment_group.setDisplayValue('Hardware Support');
gr.update();
}
In this example, the fix script first creates a GlideRecord object for
the “incident” table, and then adds a query to retrieve only incidents
in the “Hardware” category. The query() method is called to execute
the query and retrieve the matching records.
Next, the script uses a while loop to iterate over each incident
record and update the assignment group to “Hardware Support”.
The setDisplayValue() method is used to set the assignment group
field and the update() method is called to save the changes to the
record.
This is a simple example of a fix script, but it illustrates how fix
scripts can be used to automate data fixes or updates in
ServiceNow. The script could be customized or extended to handle
other scenarios, such as updating other fields or applying more
complex conditions using the Before field.
249.Why fix scripts do not have a triggering condition?

Fix scripts in ServiceNow are designed to be executed only

in specific situations, such as during upgrades, migrations, or
other major changes to the system. Fix scripts are a powerful tool
with the potential to modify a large amount of data, and therefore
should be used with caution.
By limiting the execution of fix scripts to specific situations,
ServiceNow helps to ensure that these scripts are only run when
necessary and that they are executed safely and appropriately.
Running fix scripts during upgrades, for example, allows the system
to be updated or modified in a controlled and organized manner,
with appropriate testing and validation of the script’s results.

Additionally, running fix scripts only during upgrades or other major

changes helps to prevent unintended changes to the system or its
data. If fix scripts were run more frequently or in a less controlled
manner, it could potentially lead to data inconsistencies or other
issues that could impact the system’s stability or performance.

Overall, by limiting the execution of fix scripts to specific situations,

ServiceNow helps to ensure that these scripts are used effectively
and safely, while also maintaining the integrity and reliability of the
system.

250.What is the difference between Fix Script & background

script?
Fixed Scripts Background Scripts
Used for one-time data Used for ongoing system
fixes or updates processes or automation
Typically run as part of a Typically run on a scheduled
larger system upgrade or basis, or in response to a
maintenance process specific event or trigger
Designed to make Designed to automate routine
specific changes to the tasks or perform complex
data in the system that system functions
cannot be achieved
through standard
configuration or
administration tools
 Executed once and not Can be configured to run at
intended to be run regular intervals, and can be
repeatedly set up to run indefinitely or until
a specific condition is met

Examples: Updating all Examples: Sending

records in a table with a notifications to users,
specific value, migrating generating reports, importing
data from one field to data from external systems,
another, fixing data automating incident
integrity issues assignments

251.How to write a fixed script when an application is installed

or upgraded in servicenow?

When an application is installed or upgraded in ServiceNow, you

may need to write a fix script to perform any necessary data updates
or migrations.

1. Identify the changes that need to be made: Determine the

modifications that must be done as part of the program installation
or update before you build a repair script. This could include
updating fields or records, changing relationships between tables,
or performing data migrations.
2. Determine the scope of the fix script: Once you know the
requirement you need to determine the scope of the fix script.
3. Write the fix script: Based on the changes and scope you’ve
identified, write a script that will perform the necessary updates or
migrations. This could involve using the GlideRecord API to query
and update records, or writing custom business rules or scripts
includes to handle more complex data changes.
4. Test the fix script: Before you run the fix script on your
production instance, it’s important to test it thoroughly on a non-
production instance to ensure that it works as expected and
doesn’t cause any unintended consequences.
5. Run the fix script: Once you’ve tested the fix script and are
confident that it will work correctly, you can run it on your
production instance as part of the application installation or
upgrade process.
Here’s an example fix script that could be used to update a field on
all incident records after an application upgrade:
var gr = new GlideRecord('incident');
gr.query();
while (gr.next()) {
gr.u_new_field = 'New Value';
gr.update();
}
gs.log('Updated ' + gr.getRowCount() + ' incidents with new field
value');
This script uses the GlideRecord API to query all incident records,
sets a new value for a custom field called “u_new_field”, and then
updates each record. The last line logs the number of records that
were updated.

252.Precautions before writing /running a Fix Script in

ServiceNow?

Yes, several precautions should be taken before writing or running a

fix script in ServiceNow. Here are some important ones to keep in
mind:

1. Understand the impact of the script: Before writing or running a

fixed script, it’s important to understand exactly what the script
does and how it will impact the system and its data. Make sure
you have a clear understanding of the script’s purpose, and test it
thoroughly in a non-production environment before running it in
production.
2. Backup your data: Before running a fix script, it’s important to
back up your data so that you can restore it in case anything goes
wrong. Make sure you have a reliable backup strategy in place,
and that you have tested your backup and restore processes.
3. Use the Before field to limit the scope of the script: The
Before field in a fix script allows you to limit the scope of the script
to specific records or conditions. This can help to ensure that the
script only runs on the records that it is intended to modify,
reducing the risk of unintended consequences.
4. Test the script in a non-production environment: Always test
your fix scripts in a non-production environment before running
them in production. This will allow you to identify any issues or
unintended consequences before they impact your production
environment.
5. Use transaction management to ensure data
consistency: When modifying data using a fixed script, it’s
 important to use transaction management to ensure that the data
is updated consistently and correctly. Use
the startTransaction() and commit() methods to group related
updates into a single transaction.
6. Monitor the script while it runs: While the fix script is running,
monitor its progress to ensure that it is running correctly and not
encountering any errors or performance issues.
By taking these precautions, you can help to ensure that your fix
script runs safely and effectively, without causing unintended
consequences or data inconsistencies.

253.Difference between Schedule Job & Fix Script?

Scheduled Jobs Fix Scripts
Recurring/scheduled One-time data fixes, system
tasks changes
Runs on a schedule Runs manually or during
or interval system upgrades
Runs at specific Runs when triggered
intervals or times
Can target specific Can target specific records or
records or tables tables
Can insert, update, Can insert, update, or delete
or delete records records
Supports transaction Supports transaction
management management
Can be rolled back if Can be rolled back if Record
necessary for Rollback field is set
Requires testing in a Requires testing in a non-
non-production production environment
environment
Can be run with Can be run with elevated
elevated privileges privileges
Records audit Records audit information in
information in the the sys_script_fix table
Scheduled Jobs
table
254.Why avoid current. update() in any business rule?

We should avoid the current.update() function in Business rules.

The main reason to avoid the update function in BR is that it can
lead to recursive calls to the same business rule. System (SNOW)
has internal detectors for this, but to prevent an endless recursive
call of BR, which can cause performance issues in this instance,

There is rarely a case when current. update() should never need to

be used in a Business Rule. Let’s discuss each type of business
rule one by one.

255.current. update() in Before Business Rule?

Before BR, current. update is not necessary, as SNOW saves all

values stored in the current object after BR executes.
Eg: current.state = 7 ; current.description=” hello there”;

256.current. update() in After Business Rule?

In After BR, try to rethink using current. update() as this can cause
Before BR to run again. To avoid this, change your After BR to
Before BR so you won’t need to use current. update.
257.current. update() in Async Business Rule?
Async BR executes after data is modified in the database, so its
solution is similar to After BR.
258.current. update() in Display Business Rule?
Display BR runs when the record is first displayed on the screen.
So, it is not a good practice to update a record when it is just
accessed. Alternatively, use client scripts in those cases.
259.When to use current. update()?

In the rare case in which a current.update() cannot be

avoided, to prevent recursion that can cause performance issues
than current. update should be used in conjunction
with setWorkflow(false).
current.status = 1;
current.setWorkflow(false);
current.update();
current.setWorkflow(true);
This will suppress any business rules from triggering and will also
prevent the update from being audited.

So, friends, this is all about the usage of current. update(). You can
make your changes and try to avoid using the function.
260.How to restrict user from submitting form without attachment.

Create a business rule Before Insert with below code

(function executeRule(current, previous /*null when async*/) {

var gr= new GlideRecord("sys_attachment");

gr.addQuery("table_sys_id",current.sys_id);
gr.query();
if (!gr.hasNext()) {
gs.addErrorMessage("Attachment is required to submit this Request");
current.setAbortAction(true);
}
})(current, previous);
261.What is Business Rules Types Of Business Rules In ServiceNow ?
Business Rules in ServiceNow are server-side scripts that execute when
a record is displayed, inserted, updated, or deleted, or when a table is
queried. They are used to automate processes and ensure data
consistency within the platform.
Types of Business Rules in ServiceNow
1. Before Business Rules :
o Execute before a record is saved to the database.
o Commonly used to validate data or modify values before they are
saved.
2. After Business Rules :
o Execute after a record is saved to the database.
o Often used to update related records or trigger additional processes.
3. Async Business Rules :
o Execute after a record is saved, but run asynchronously.
o Useful for processes that do not need to complete immediately,
helping to improve performance.
4. Display Business Rules :
o Execute when a record is displayed to the user.
o Typically used to modify the data being displayed or to set up data for
client-side scripts.
Example Use Cases
Before Business Rule : Validate that a field is not empty before saving a
record.
After Business Rule : Update a related record when a change is made to
the current record.
Async Business Rule : Send an email notification after a record is
updated.
Display Business Rule : Pre-fill a form field with data when the form is
loaded.
Simple Definition :
Business Rules are a powerful tool in ServiceNow, allowing you to
automate complex processes and ensure data
262.What is the difference between query BR and ACL?
Ans: 1. Query business rules only apply for read access at the row level
while ACLs can do CRUD operation at the row and column level.
2. Query BRs will affect a GlideRecord query result where ACLs will not
unless we are using GlideRecordSecure class.
3. Query BR shows only those records where filter criteria matched while
ACL shows all pages with the restricted records being invisible and a
message at the bottom 'some records removed due to security'.
263.What are the different objects accessible in BR?
Ans:
- Current
- Previous
- gs
- g_scratchpad

Note: Previous object is null in Asynch BR, as there could be multiple

updates on same record while BR is in queue for execution which might
create conflict on which version needs to be considered as previous.
264.What is query BR? What is primary objective of it?
Ans: Before query business rule gets executed whenever query made to
the database on particular table.
The primary objective of query BR is to hide/show records, this could be
based on conditions.
Real time use case: Show only active users to all users who is not
having admin or user_admin role.
265.What is display BR? When to use it?
Ans: Display rules are processed when a user requests a record form.
The data is read from the database, display rules are executed, and the
form is presented to the user.
The primary objective of display rules is to use a shared scratchpad
object, g_scratchpad, which is also sent to the client side as part of the
form. This can be useful when you need to build client scripts that
require server data which is not typically part of the record being
displayed.
266.How to call business rule in client script
Calling a business rule via client script is not possible. The scratchpad
value can only be obtained through a display business rule from client
side. To invoke server-side script from the client side, you must create a
script include and then utilize GlideAjax to call it.
267.what we can use instead of current.update?
When a business rule is configured as a "before insert" or "before
update" rule, the system automatically performs a database update
when the script executes. As a result, there is no need to include an
additional current.update() statement in the script.
268.If user is added we want to create his hr profile automatically how
can we configure it?

To automate the creation of an HR Profile when a user is inserted into

the User table, you can write an on insert Business Rule. Ensure to
include any necessary conditions, such as verifying that the employee
number is populated, particularly when adding users who may not
necessarily be employees.
269.What GlideAjax class do?

The GlideAjax class enables a client script to call server-side code

in a script include.
270.Steps to use ServiceNow GlideAjax on the Client Side?

 Create a GlideAjax instance by calling the GlideAjax constructor.

As the argument to the constructor, specify the script’s name
including the class that contains the method you want to call.
 Call the addParam method with the sysparm_name parameter
and the name of the script-include method you want to call.
 (Optional) Call the addParam method one or more times to
provide the script include code with other parameters it needs.
 Execute the server-side code by calling getXML() or
getXMLWait()
271.Difference Between getXML() & getXMLWait()

272.ServiceNow GlidAjax Example Using getXML()

In this example, we are getting the logged-in User manager’s

information.

We have written an OnSubmit() client script (Test – GlideAjax) on

incident form, which is calling a script include
(GetUsersDetails) and method getManager
// Client Script Code

function onSubmit() {
var ga = new GlideAjax('GetUsersDetails'); // GetUsersDetails is
the script include class
ga.addParam('sysparm_name', 'getManager'); // getManager is
the script include method
ga.addParam('sysparm_user_name',
g_form.getValue('caller_id')); // Set parameter sysparm_user_name
to caller
ga.getXML(GetDetails);

// the callback function for returning the result from the server-
side code
function GetDetails(response) {
 var answer =
response.responseXML.documentElement.getAttribute("answer");
alert(answer);
}

}
// Script Include Code

var GetUsersDetails = Class.create();

GetUsersDetails.prototype =
Object.extendsObject(AbstractAjaxProcessor, {
getManager: function() {
var userName = this.getParameter("sysparm_user_name");
var grUser = new GlideRecord('sys_user');
grUser.addQuery('sys_id', userName);
grUser.query();
if (grUser.next())
return grUser.manager.getDisplayValue();
},
type: 'GetUsersDetails'
});
273.GlidAjax Example Using getXMLWait()

Here we are demonstrating the same information but using the

getXMLWait() function.

// Client Script code

function onSubmit() {
var ga = new GlideAjax('GetUsersDetails'); // GetUsersDetails is
the script include class
ga.addParam('sysparm_name', 'getManager'); // getManager is
the script include method
ga.addParam('sysparm_user_name',
g_form.getValue('caller_id')); // Set parameter sysparm_user_name
to caller
ga.getXMLWait();
alert(ga.getAnswer()); // No need for a callback function
}
// Script Include Code
var GetUsersDetails = Class.create();
GetUsersDetails.prototype =
Object.extendsObject(AbstractAjaxProcessor, {
getManager: function() {
var userName = this.getParameter("sysparm_user_name");
var grUser = new GlideRecord('sys_user');
grUser.addQuery('sys_id', userName);
grUser.query();
if (grUser.next())
return grUser.manager.getDisplayValue();
},
type: 'GetUsersDetails'
});
I hope these examples will help you in learning GlideAjax easily and
intuitively.

274.What is Script Includes and where it runs?

The script includes are used to store JavaScript that runs on the
server. It is a kind of on-demand code repository, that executes only
when invoked or called from other script utilities of ServiceNow,
such as Business rule, client script, etc.

275.What are the advantages of using Script Includes in

ServiceNow?

 It runs faster because code executes on the server side

 The stored code can be reused any number of time
 It only executes when requested, hence no overloads/ overheads.
276.How script include is better than the business rules?

Consider using script includes instead of global business rules

because script includes are only loaded on request:-

 They also specify whether they are active or not

 and whether they can be called from a client script
277.How many types of Scripts Include in ServiceNow?

We have two main, i.e., client-callable and server-side

scripts included.
278.What the client callable script includes do?

Client Callable Script Includes (CCSI) makes the script include

available to client scripts, list/report filters, reference qualifiers, or if
specified as part of the URL.

279.What is the private privacy setting of Script Include?

The private privacy setting means that guests who access public
pages cannot access the client-callable script-include. A private
script cannot be executed by a non-logged-in user.

280.From where we can call Script Include in ServiceNow?

 Client Script
 Business Rule
 Reference Qualifier
 Default value
 Workflow
 Any utility on the Client’s Side
 Any utility on the Server Side
INTEGRATION QUESTIONS
281.Difference Between REST AND SOAP In ServiceNow ?
282.What is an inbound web service?

We have two applications: a third-party application and ServiceNow. A

third-party app is requesting (communicating) with ServiceNow, and in
response, ServiceNow is providing the stuff.
So, when any third-party app requests ServiceNow for anything (data,
information), we call it an inbound request for ServiceNow because a
request is coming to ServiceNow.
Hence, In Inbound Web services, ServiceNow is a “Service Provider”
whereas a third-party application is a “Service Consumer“.
#Pro Tip
The application which initiates the communication is a Service
Consumer.
Example
283.What is an outbound web service?

In inbound other apps contact ServiceNow whereas in Outbound

ServiceNow looks for other applications. It means ServiceNow initiates
the communication and asks for services (data or information) from
other 3rd party applications.

In the above diagram, ServiceNow acts as the consumer, and 3rd party
applications act as Service Provider.

Example
We are using the same example but this time perspective and need to
integrate shifts from Tanium to ServiceNow where ServiceNow wants to
send data to the Tanium console.

284.What are Web Services?

 Web services facilitate different applications to communicate with

each other over the internet.
 They provide a standardized way for different systems to
exchange data and functionality regardless of the programming
language or platform used to build them.
 Web services use standard protocols like SOAP (Simple Object
Access Protocol) or REST (Representational State Transfer) to
exchange information.
 The information is encoded in formats like XML or JSON and sent
using various transport protocols, such as HTTP or SMTP.
 Web services are used for various purposes, such as integrating
different systems, sharing data among applications, automating
business processes, and providing access to functionality or data
to external clients.

Types of web services are inbound and outbound.

Inbound web services provide data to a server, while outbound web
services retrieve data from external sources. Examples of web
services include SOAP APIs, RESTful web services, and XML-RPC.
285.Difference Between Inbound & Outbound Web Services?

Here’s a table that outlines some of the key differences between

inbound and outbound web services:

INBOUND WEB OUTBOUND WEB SERVICES

SERVICES
Requests sent to a server Requests initiated from a
server
Provide data to the server Retrieve data from external
sources
SOAP, REST API SOAP, REST API, WSDL

Expose server-side Integrate with third-party

functionalities to external services
clients
Often secured with Often secured with API keys
authentication and and encryption
authorization
mechanisms
Requests typically Responses typically contain a
contain a payload, such payload, such as an XML or
as an XML or JSON JSON message
message
Request and response Request and response formats
formats are typically are typically defined in API
defined in WSDL documentation
Typically return HTTP A mobile app sends user
status codes and error information to a server
messages if the request
is invalid
A mobile app sending A server retrieving weather
user information to a information from an external
server API

Note that these are general differences and not all inbound or
outbound web services will adhere to all of these characteristics.
286.Precautions while using Inbound & Outbound Web Services?

INBOUND WEB OUTBOUND WEB SERVICES

SERVICES
Inbound web services Outbound web services may
can pose a security risk if also pose a security risk if
not properly secured. It’s sensitive data is transmitted or
important to ensure that if communication is not
only authorized requests properly secured. It’s important
are accepted and that to ensure that outbound
communication between requests are only made to
the client and server is trusted and secure endpoints.
secure.

Inbound web services Outbound web services may

may not be compatible not be compatible with all
with all client systems or server systems or
programming languages. programming languages. It’s
It’s important to ensure important to ensure that the
that the web service is web service is designed to
designed to work with the work with the specific server
specific client system and system and programming
programming language. language.

Inbound web services Outbound web services can be

can be slower if they slower if they require a large
require a large amount of amount of data to be
data to be transmitted or transmitted or processed. It’s
processed. It’s important important to optimize the web
to optimize the web service to reduce latency and
service to reduce latency improve performance.
and improve
performance.
 Inbound web services Outbound web services should
should be well- be well-documented to ensure
documented to ensure that developers can use them
that clients can use them effectively. Documentation
effectively. should include information
Documentation should such as the API endpoint,
include information such available methods, expected
as the API endpoint, parameters, and response
available methods, formats.
expected parameters,
and response formats.
Inbound web services Outbound web services should
should be thoroughly be thoroughly tested to ensure
tested to ensure that they that they function properly and
function properly and provide the expected
provide the expected responses. Tests should cover
responses. Tests should all possible scenarios and
cover all possible edge cases.
scenarios and edge
cases.
287.Steps To Create RITM Using API

 Go to System Web Service -> REST API Explorer

 In API Explorer, set

o Namespace=sn_sc
o API Name: Service Catalog API
o API Version=Latest
 Scroll down and click on Buy Item (POST) method

 Now under Prepare Request->Path parameters, provide

the sys_id of the catalog item to be ordered.
 Set the value of Authorization as Send as me in case you are
using your admin account to authenticate
 Otherwise, add the authorization header values by clicking the
Add Header button
 Now provide the Request Body values as Raw and add the below
values according to your catalogue item and its variables
o sysparm_id– sysID of catalogue item
o sysparm_quantity– number of items to be ordered
o variables -provide values to variables comma separated one
by one
{
'sysparm_id': '186d917a6fab7980575967ddbb3ee4f2',
'sysparm_quantity': '1',
'variables':{
'new_email': '[email protected]'
}
}
 Click On Send.
 The request was Successfully Submitted and received a response
of 200 (OK)
 The response body has details about the newly created request.

288.Sample Script To Use Service Catalog API In ServiceNow

Use the provided code samples to send this request from commonly
used languages.

//Request
var request = new sn_ws.RESTMessageV2();
request.setEndpoint('https://dev95794.service-
now.com/api/sn_sc/servicecatalog/items/186d917a6fab7980575967
ddbb3ee4f2/order_now');
request.setHttpMethod('POST');
// Authentication
var user = 'admin';
var password = 'your password';
request.setBasicAuth(user,password);
request.setRequestHeader("Accept","application/json");
request.setRequestHeader('Content-Type','application/json');
request.setRequestBody("{'sysparm_id':
'186d917a6fab7980575967ddbb3ee4f2','sysparm_quantity':
'1','variables':{'new_email': '[email protected]'}}");
//Response
var response = request.execute();
gs.print("body - "+response.getBody());
289.What is SOAP(Simple Object Access Protocol)?

SOAP is the XML-dependent messaging protocol that is used to

exchange information between web services. It uses XML for its
message format, which provides a standard format for data
exchange between applications. It is transmitted over HTTP, SMTP,
or other Internet protocols.
SoapUI uses WSDL( Web Services Description Language ) files to
generate requests, assertions and mock services.

Example: Consider a bank that provides a SOAP web service to

check account balances. The client application sends a SOAP
request message to the bank’s web service with input as the
customer’s account number. The web service then processes the
request and responds with the account balance.
290.When the developer should consider using SOAP?

SOAP is used to implement:-

 complex business logic
 transactions require high reliability, security, and validation
 SOAP uses XML & supports transport protocols like HTTP, SMTP,
and TCP making it highly flexible and suitable for enterprise-level
applications.
Here are some scenarios where developers might consider
using SOAP:
1. When transactions involve multiple systems: SOAP supports
multiple systems transactions consistently and reliably.
2. When message validation is required: SOAP provides built-in
support for message validation, ensuring that messages conform
to a specific schema or structure.
3. When security is a concern: SOAP comes with built-in support
for various security mechanisms best for highly secure
applications.
4. When complex business logic is required: SOAP provides
support for complex business logic that allows developers to
implement complex workflows and transactions.
5. When legacy systems need to be integrated: SOAP can be
used to integrate with legacy systems that use SOAP-based APIs.
Developers should consider SOAP when they need to build robust
and reliable applications that need a higher degree of security,
validation, & transactional support.

291.What Is REST(Representational State Transfer)?

Representational state transfer (REST) is a software architectural

style that describes the architecture of the Web. RESTful web
services use JSON or XML, to exchange data between client &
server. Unlike SOAP, REST does not have any specific message
format, and does not depend on WSDL.
Example: Imagine an e-commerce website offering a RESTful web
service to retrieve product information. The client sends an HTTP
GET request to the endpoint product ID as a parameter. The
response is received as a JSON or XML, which includes details
such as the product name, price, and description.
292.When the developer should consider using REST?

Developers should use REST when they have to build simple,

lightweight, and scalable applications.

Here are some scenarios where developers might consider

using REST:
1. When simplicity is a priority: REST provides a simple and
lightweight approach to building a web service, best suited for
applications that require fast and easy development.
2. When scalability is a concern: REST can handle large volumes
of requests and traffic.
3. When easy integration is required: REST is widely supported
and can be easily integrated with other systems & platforms,
suitable for application interoperability.
4. When caching is required: REST provides support for caching,
to improve performance and reduce latency.
5. When statelessness is desired: REST is a stateless protocol,
meaning it contains all the necessary information to perform the
request, making it suitable for applications that need high
availability and fault tolerance.
293.Difference between SOAP & REST web services?

SOAP (SIMPLE OBJECT ACCESS REST (REPRESENTATIONAL ST

PROTOCOL) TRANSFER)

SOAP is a protocol for exchanging structured REST is an architectural style for b

and typed information between web services. web services that use simple data

SOAP messages are typically transmitted over REST uses HTTP as its primary p
HTTP, SMTP, or other Internet protocols.

SOAP relies on XML as its message format. REST uses simple data formats su
JSON or XML.

SOAP-based web services have a well-defined RESTful web services do not have
contract or interface that is described using contract or interface, but rely on a
WSDL (Web Services Description interface instead.
Language).

SOAP is considered to be more formal and REST is considered to be simpler

complex than REST. lightweight than SOAP.

SOAP-based web services can use different RESTful web services typically on
protocols such as HTTP, SMTP, or JMS. HTTP.

SOAP-based web services are generally slower RESTful web services are genera
and more resource-intensive than RESTful web and more lightweight than SOAP-b
services. web services.

294.Precautions while using SOAP & REST?

PRECAUTIONS SOAP REST

Security SOAP supports a wide range of REST have no built-in securit

security standards like WS- mechanisms therefore all
Security, authentication, communication between clien
encryption, & message integrity. server is secure. This can be
PRECAUTIONS SOAP REST

However, it is complex and may using secure HTTP (HTTPS)

need additional infrastructure. implementing additional secu
measures such as OAuth.

Compatibility SOAP supports different REST is designed to be simp

platforms and programming lightweight.
languages, as long as they
support the same standard and
message format.

Performance SOAP can be slower and more REST is generally faster and
resource-intensive than REST lightweight than SOAP due to
because of its complex message simpler message format and
format and additional processing interface.
required.

Documentation RESTful APIs can be easier to RESTful APIs can be more fle
test using tools such as Postman easier to understand, but they
or Curl, which allow developers to clear and detailed documenta
send HTTP requests and view the ensure that clients can use th
responses. effectively.

Testing Testing SOAP services can be RESTful APIs can be easier t

more challenging due to message using tools such as Postman
complexity. Tools such as SoapUI which allow developers to sen
can be used to test SOAP requests and view the respon
services

295.Similarities between SOAP & REST?

SIMILARITIES SOA

Both are used to build web services that allow communication between Yes
different systems and platforms.
 SIMILARITIES SOA

Both rely on HTTP as the underlying protocol for communication. Yes

Both can use XML as a message format for exchanging data. Yes

Create APIs for clients & servers to access resources. Yes

Create APIs for client & servers to access resources. Yes

Both require proper error handling and status codes to provide meaningful Yes
responses to clients.

Both can support various authentication mechanisms to ensure secure Yes

communication between client and server.

296.What is PUT method?

 The PUT method is a standard HTTP method that is used to

update an existing resource on a web server.
 In RESTful web services, the PUT method is typically used to
replace the entire representation of a resource with a new one,
while preserving the resource’s unique identifier.
 With PUT method the client sends a request to the server with the
updated representation of the resource in the request body.
 The server then replaces the existing representation of the
resource with the new one provided in the request, based on the
unique identifier of the resources.
Here’s an example of a PUT request in HTTP format:
PUT /api/products/1 HTTP/1.1

Host: example.com

Content-Type: application/json

"name": "Product A",

"price": 19.99,

"description": "A high-quality product"

In this example, the client is updating an existing product resource

with ID “1” by sending a PUT request to the server. The request
contains the updated representation of the product in JSON format
in the request body. The server updates the current representation
of the product with the new one supplied in the request when it gets
it.

Here PUT method is idempotent, means that if the same request is

sent multiple times, the server always return the same result. This
makes the PUT method suitable for cases where multiple requests
may be sent for the same update.
297.What is PATCH method?

 The PATCH method is a standard HTTP method that is used to

update a portion of an existing resource on a web server.
 The PATCH technique is commonly used in RESTful web services
to alter one or more fields of a resource without changing the
resource’s whole representation.
 In PATCH method, client sends a request to the server with a set
of instructions on how to modify the resource in the request body.
 The server then applies the changes to the resource, based on
the unique identifier of the resource.
Here’s an example of a PATCH request in HTTP format:

PATCH /api/products/1 HTTP/1.1

Host: example.com
Content-Type: application/json-patch+json
[
{ "op": "replace", "path": "/price", "value": 24.99 }
]
In this example, the client is updating an existing product resource
with ID “1” by sending a PATCH request to the server. The request
contains a set of instructions in the JSON Patch format in the
request body. In this case, the instruction is to replace the value of
the “price” field with a new value of 24.99.
When the server gets the request, it updates the value of the “price”
field to 24.99 and updates the resource accordingly, keeping the
other values (like “name” and “description”) intact.
Here the PATCH method is not idempotent, means that if the same
request is sent multiple times, the server may return different
results. This makes the PATCH method suitable for cases where
multiple requests may be sent for different updates.

298.Difference between PUT & PATCH?

Below is the table summarizing the differences between PUT and

PATCH methods in REST and SOAP web services:

FEATURE PUT METHOD PATCH METHOD

Purpose Updates entire resource Updates part of a res

Idempotent Yes (multiple requests have the same No (multiple requests

effect as a single request) have different effects

Request Body Requires entire updated representation of Requires only the ch

the resource the resource

Use Case Updating a resource that requires the entire Updating a resource
representation to be provided partial information

REST HTTP PUT method HTTP PATCH metho

Equivalent

SOAP Update method UpdatePartial metho

Equivalent

299.Difference Between REST API & Scripted REST API?

Below is a table summarizing some of the key differences

between the two:
ASPECT REST API (OOTB) SCRIPT

Definition Out-of-the-box API provided by ServiceNow to interact Custom

ASPECT REST API (OOTB) SCRIPT

with the platform. ServiceN

Customizability Limited, as it comes with predefined endpoints for core Highly c

ServiceNow tables. define th

Complexity Simpler to use for standard operations (CRUD on More co

standard tables, etc.). specific,

Configuration There is usually no need for additional scripting or Require

development. behavio

Use-Case Best for common, standard operations like CRUD Best for
(Create, Read, Update, Delete) on ServiceNow tables. can’t be

Version Control Platform upgrades include handling version updates, The dev
which are under the control of ServiceNow. managin

Endpoint URL Standardized URL format typically using a table API A custom
(e.g., /api/now/table/{tableName}). (e.g., /ap

Method Standard HTTP methods (GET, POST, PUT, DELETE, Can def
Support etc.) are supported based on the table’s access etc.) to b
controls.

Response Standard JSON or XML format. Can cus

Format format.

Access Control Relies on ServiceNow’s existing access control rules. Addition

of the AP

Error Handling Standard ServiceNow error messages. Custom

impleme

Authentication Uses ServiceNow’s built-in authentication mechanisms. Can inco

ASPECT REST API (OOTB) SCRIPT

although

300.Types Of Inbound Web Services -SOAP, JSONv2, RSS, and

REST

Below is a tabular comparison between SOAP, JSONv2, RSS,

and REST web services with respect to their use in ServiceNow:
CRITERIA SOAP JSONV2 RS

Protocol Primarily HTTP, but can Exclusively uses HTTP Exc

also use SMTP, TCP, UDP

Message Format Uses XML to structure data Uses JSON for lighter Use
and easier-to-read data syn
structure

ServiceNow Fully supported, with well- Supported but Ma

Support defined APIs considered legacy con
and

Standards-Based Follows WS-* standards, Not based on a We

including WS-Security standard, ServiceNow- sta
specific Ser

Fault Handling Built-in fault element in Manual error handling No

SOAP messages based on HTTP status gen
codes

Service Definitions Uses WSDL for service No formal service No

description description language des

Request/Response Strict request/response with More flexible, REST-like Usu

Model action specified in SOAP interactions dat
CRITERIA SOAP JSONV2 RS

header

Authentication Supports WS-Security, Basic Auth and OAuth Bas

Basic Auth are typically used are

Use Cases in Suited for complex Primarily used for Use

ServiceNow integrations and business simpler data transfer syn
process automations scenarios fee

Performance Slower due to the XML Faster due to lighter- Fas

format and extra headers weight JSON format dea
XM

Flexibility Less flexible due to strict More flexible due to Lim

schemas and standards loose coupling and ma
simpler data structures con

Debugging Support Specialized tools like Browser or plugins like Bro

SoapUI can be used Postman can be used rea
use

Error Handling Uses SOAP Faults to Uses HTTP Status No

convey errors Codes to convey errors gen

Attachments Supports MTOM and CID Uses Base64 encoding No

for binary data or separate
mechanisms for binary
data

301.You have been approached by a project looking to integrate a

3rd party product with our ServiceNow instance.
Can you guide us through how you would assess and deliver this
request, and what challenges you may encounter

Integration requires certain phases to follow in proper way. Example :

Assessment Phase:
 1. Understanding Requirements:
o Meet with the project stakeholders to gather detailed
requirements about the integration. Understand the specific
goals, functionalities, and data flows required between
ServiceNow and the 3rd party product.
2. Integration Scope:
o Determine the scope of the integration: whether it's a one-
way or two-way integration, real-time or batch, and the
frequency of data exchange.
3. Data Mapping:
o Identify the data that needs to be exchanged between the
systems. Create a data mapping document that outlines how
fields from one system correspond to fields in the other.
4. Security and Authentication:
o Assess the security requirements for the integration.
Determine the authentication method (e.g., OAuth, API
tokens) and any encryption or data protection measures
needed.

1.

Delivery Phase:
1. Technical Design
2. Development
3. Testing
4. Error Handling and Logging
5. Performance Optimization
Hypercare Phase :
To provide the support post deployment if everything is working fine as
per configuration or not.

Challenges:
1. Data Consistency: Ensuring data consistency between systems
can be challenging, especially when dealing with large volumes of
data and complex data models.
2. Security and Compliance: Integrations may raise security and
compliance concerns, particularly when sensitive data is involved.
Ensuring proper authorization and encryption mechanisms is
crucial.
3. Scalability: The integration should be designed to handle
increasing volumes of data over time. Scalability becomes
essential to accommodate business growth.
 4. Monitoring and Maintenance: Ongoing monitoring is necessary
to identify and address any issues that arise post-deployment.
5. Vendor Support and Documentation: Dependence on the
availability of APIs and the quality of documentation provided by
the 3rd party product can impact the ease of integration.
6. User Adoption and Training: If the integrated solution introduces
new workflows or processes, training and change management
efforts might be required to ensure user adoption.
Remember that each integration project is unique, and the specifics can
vary based on the systems involved and the requirements of the project.
Therefore, adapt the approach and considerations to suit the particular
context with respect to your integration.

302.How to trigger Rest Call?

Ans: We can write server side script by using below REST API class.
sn_ws.RESTMessageV2('rest_message_name','method_name'); Later
we can use methods provided by above class to perform further
operation.
303.What is scripted rest API?
Ans: The scripted REST API feature allows application developers to
build custom web service APIs. We can define service endpoints, query
parameters, and headers for a scripted REST API, as well as scripts to
manage the request and response.

304. What is REST?

REST stands for Representational State Transfer.

305. What is a REST API?

An API is an application programming interface, which is a software-to-

software interface that allows otherwise separate applications to interact
and share data. In a REST API, all data is treated as resources, each
one represented by a unique uniform resource identifier (URI).
306. What do you mean by RESTful web services?

REST API is also known as RESTful web services that follow the REST
architecture.

307. What are cache-control headers?

Cache-control headers are used to control catching and to attain caching

ability. The most commonly used cache-control headers are public,
private, and No-Store.

308. What are the features of RESTful web services?

REStful web services have the following unique features:

 Client-server decoupling
 Communication support
 Lightweight
 Uniform interface
 Stateless
 Layered system
 Cacheable
 Code on demand

309. What is the definition of messaging in terms of RESTful web

services?

In REST API web services, when a REST client wants to send a

message to the server, it can be sent in an HTTP request form, and the
same applies to the server. This kind of communication is called
messaging in REST.
310. Explain ‘Addressing’ in RESTful web services.

The process of locating various types of resources with the help of a

URL on the REST server is known as ‘addressing’ in RESTful web
services. Usually, single or multiple resources are addressed by
resources.

311. Why are REST services easily scalable?

REST services are scalable due to the statelessness that they do not
store data on the server even though they are requested and do not
require much communication.

312. What are Idempotent methods?

Idempotent methods are known to return the same outcome even after
the same request has been made multiple times, and it avoids errors
caused by duplicate requests on the client side.

313. How can RESTful web services be tested?

The RESTful web services can be tested with the help of tools such as
Swagger and Postman, which enable users to inspect query parameters,
response headers, and headers, documentation of the endpoints, and
conversion of endpoints to XML and JSON.

314. What are payloads in RESTful web services?

Payloads are the request data passed through the POST or GET
method and found in the message’s body of an HTTP request in
RESTful web services.

315. What is the maximum payload size that can be sent in POST
methods?

Theoretically, there is no such maximum limit for payload size that can
be sent in POST methods. However, payloads with larger sizes can
consume larger bandwidth. Thus the server could take more time to
proceed with the request.
316. Which protocol does REST APIs use?

Protocols are used to communicate with clients where REST APIs use
HTTP protocol for it.

317. In REST APIs, which markup languages are used to represent

the resources?

The resources in REST APIs are represented with the help of XML
(extensible markup language) and JSON (JavaScript Object Notation).

318. Differentiate POST and PUT methods.

POST Method

 POST can create a resource on the server.

 POST is not idempotent.
 POST responses are cacheable.
PUT Method

 PUT is used to replace a resource at a specific URI with another

resource.
 PUT is idempotent that it will only result in one resource even after
calling it multiple times.
 PUT responses are not.

319. Which HTTP request methods are supported by REST?

REST supports various types of HTTP request methods such as GET,

POST, PUT, DELETE, HEAD, OPTIONS, ETC.

320. What is CRUD?

CRUD stands for “Create, Read, Update, Delete.”

321. The main parts of an HTTP response

The main parts of the HTTP response are the HTTP version, Status line,
HTTP Response Header, and HTTP Response body.

322. What are the most common HTTP response status codes you
see while working in REST API?

Some of the most common response status codes are 200 OK, 201
Created, 400 Bad Request, 401 Unauthorized, 403 Forbidden, 404 Not
Found, 500 Internal Server Error, 502 Bad Gateway, 503 Service
Unavailable, etc.

323. What is a resource?

In REST, A resource is an object with a label and accessible on the

server. Resources consist of associated data, a list of methods, and a
relationship with other resources on the server.

324. What is a URI?

URI stands for ‘Uniform Resource Identifier.

325. What is caching in the REST API?

REST API stores a copy of a server response in a particular location of

computer memory to retrieve the server response fast in the future. This
method is temporary and called "catching."

326. What’s a real-world example of a REST API?

1. Public REST APIs are harnessed by weather apps to display weather

information and share the related data.
2. Airlines use APIs to expose the flight times and prices to allow travel
and ticketing sites for businesses.
3. Public transportation services use APIs to make their data publicly
open to make it available for mapping and navigation apps in real-
time.
327. What is the difference between REST and SOAP?

REST(Representational State Transfer)

 It is an architectural design pattern used to develop web services.

 It is faster in speed and more cacheable.
 It inherits only the security measures concerning the protocol that
have been implemented.
SOAP (Simple Object Access Protocol)

 It is a strict protocol used to build secure APIs.

 It is slower in speed and not cacheable.
 It is able to define its own security measures.

328. What do you understand about JAX-RS?

It is a Java-based specification implemented for RESTful services and

defined by JEE.

329. Disadvantages of RESTful web services?

 RESTful web services are stateless and do not maintain session

simulation responsibility as the client side does not provide a
particular session id for it.
 REST is not able to impose the security restriction inherently.
However, it inherits them with the help of implementing protocols.
Thus, the integration of SSL/TLS authentication needs to be done
very carefully for better security measures of the REST APIs.

330. Advantages of REST

 HTTP makes the implementation of REST easy.

 REST fits in the existing infrastructure of the web, thus the web
application can easily implement the REST. XML and JSON web
technologies make REST easy to learn.
 The client and server communication is stateless, thus the integration
is easy to build and scalable, and manageable with respect to time.
 The REST architecture can adapt to a huge variety of cases due to its
flexibility.
 The lightweight architecture of REST makes it easy to build the
applications faster as compared to other types of APIs.
 REST can be tested easily in the browser with the help of API testing
tools.

331. How do you keep REST APIs secure?

REST APIs can be kept secure with the help of safety measures such as
Authentication and authorization, API Server Validation, TSl/SSL
Encryption, Rate-limiting for DDoS attacks, and sensitive information
such as username, password, or authentication token should not be
visible in URIs

332. What are “Options” in REST APIs?

It is an HTTP method used to fetch the supported HTTP options or

operations that help clients to choose the options in REST APIs. Cross-
Origin Resource Sharing (CORS) uses the REST option method.

333. Different types of API architectures

There are other two API architectures used, SOAP (Simple Object
Access Protocol), and RPC (Remote Procedure Call)

334. What are the different application integration styles?

The different application integration styles are Shared database, Batch

file transfer, Invoking remote procedure (RPC), and Swapping
asynchronous messages over a message-oriented middleware (MOM).

335. How is JAXB related to RESTful web API?

JAXB is a Java arch used for XML binding in RESTful web API.
336. What is AJAX?

AJAX stands for Asynchronous javascript and XML.

337. What does the HEAD method in REST APIs do?

The HEAD method is used to return the HTTP Header in read-only form
and not the Body.

338. Which frameworks can JAX-RS implement in the RESTful

web?

JAX-RS is used to implement frameworks such as Jersey, RESTEasy,

Apache, and CFX.

339. What are HTTP status codes and their meaning?

 Code 200: success.

 Code 201:resource has been successfully created.
 Code 204: no content in the response body.
 Code 404: no method available.

340. What is a ‘Resource’?

‘Resource’ is defined as an object of a type that includes image, HTML

file, text data, and any type of dynamic data.

341. Why is the proper representation of resources required?

Proper representations of resources in the proper format allow the client

to easily understand the format and determine the identification of
resources easily.
342. How to design Resources representation for RESTful web
services?

 It should be easy to understand for the client and server.

 It should be complete irrespective of its format structure.
 It should consider the link of the resources to other resources and
handle it carefully.

343. Important aspects of RESTful web services implementation.

 ResourcesRequest
 Headers
 Request Body
 Response Body
 Status codes

344. How do I prepare for a REST API interview?

In addition to knowing how to design a REST API, it helps to know

about the common REST API interview questions that companies
generally ask. You should also know why companies prefer REST API
and uses of REST API to be better prepared for a REST API interview.

345. What is the REST API used for?

In the REST API architecture, HTTP requests are used for accessing
and using data. The data accessed using REST API can be used to
read, update, delete, and create operations concerning resources.

346. What is the difference between API and REST API?

An Application Programming Interface entails rules used to define how

different devices or applications communicate with each other and
connect to each other. A REST API follows the principles of the REST
architectural pattern to create web services.
347. What is the full-form of REST API?

REST API is the acronym used for Representational State Transfer

Application Program Interface.

348. Mid server in servicenow

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

349. Benefit of HRSD in servicenow

Improve productivity by making it easy for employees to get the help and
guidance they need, all in one place

350. HR criteria & user criteria in servicenow

HR Criteria and User Criteria are used for securing access to things like
Knowledge Bases and Articles, HR Services, Catalog Items/Record
Producers. You can create a User Criteria from HR Criteria, if you need
the same conditions in places that use User Criteria only (i.e. "Can
Read" in an article). As far as synchronizing between the two, if you
change the associated conditions/criteria, the changes are automatic to
associate the correct users that fit the HR and/or User Criteria.

351. ACL debug functionality uses in servicenow

ServiceNow has built-in logging capabilities that help debug ACLs.
When debug mode is enabled, developers can see how each rule is
executed, and if it's working as planned. Analyzing system logs can also
be helpful. Check for any errors or warnings related to access control
rules.

352. If there is 4 write acl 3 acl is not access but one acl is access then
what will happen
If the first three ACLs do not grant access (i.e., they evaluate to false),
and the fourth ACL grants access (i.e., it evaluates to true), then access
will be allowed according to the fourth ACL.

If any of the ACLs grants access before reaching the fourth ACL (e.g., if
the second or third ACL grants access), then the evaluation process
stops, and access is granted based on that ACL. The remaining ACLs
are not evaluated.
If none of the ACLs grant access (i.e., they all evaluate to false), then
access will be denied.

353.What is difference between PUT, POST and PATCH method?

Ans: POST is used only to create records whereas PATCH is used to
only update the record while PUT is kind of combination both where if
record exist then it will update the record otherwise it creates new one.
354.What is OAuth method?
Ans: OAuth is an open standard for token based authontication. It allows
user access instance resources by obtaining Token rather than entering
login credentials with each resource request.
355. What is the purpose of the setWorkflow(e) function?

The setWorkflow(e) is useful in enabling or disabling the execution of

business rules that are subsequent actions triggered. If you set the
parameter “e” value to false, an insert/update operation will not be
audited. When the parameter “e” value is set to true for a GlideRecord
operation, then only auditing will be done. Parameter “e” represents a
boolean variable that will enable business rules if the value is
true(default), and will disable them if the value is false.

356. Explain the types of reports available in ServiceNow.

1. Bar reports: They allow you for comparing scores over data
dimensions.
2. Pie and Donut reports: It helps to visualize the relationship
between parts and the entire data set using various shapes like
pies.
3. Time Series reports: It helps to visualize data over time. You
can make use of MetricBase data in time series reports, along
with your instance data and imported data sources.
 4. Multidimensional reports: It helps to visualize data across
dimensions in a table or graph.
5. Scores: It helps to visualize single data points either as a single
value or across ranges.
6. Statistical reports: It helps to visualize data with statistical
values like means and medians.
7. Other reports contain calendars, lists, and maps.

357. What is a foreign record insert?

When an import does a modification to a table that is not the target

table for that particular import, then a foreign record insert happens.
This occurs when you try to update a reference field on a table.

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

By default, queries having invalid field names executes but invalid

condition will be ignored. You can enable
the glide.invalid_query.returns_no_rows property for more strict query
control. It will produce an empty result set for invalid queries.

359. List out the order of processing for Record ACL rules in the
ServiceNow platform.

Processing order for Record ACL rules is given below:

 Matching the object against ACL rules related to the field.

 Matching the object against ACL rules related to the table.
 Both field and table ACL rules must be passed by the user to gain
access to a record object.

360. How to restrict users from uploading an attachment in

ServiceNow?

Following is the stepwise process for restricting users to upload an

attachment:

 Go to System Properties -> Security.

 Under the Attachment limits and behavior section, search for a role list
that can produce attachments: property(glide.attachment.role).
 Mention one or more roles(separated by commas).
 Only roles listed under this property will be allowed to upload
attachments to a record. If no roles are mentioned, then all roles are
permitted to upload attachments to ServiceNow forms.
 Click on Save.

361. What is the scope of cascade variable checkbox in order guide in

ServiceNow?

It is a checkbox for selecting whether the used variables should

cascade, which transmits their values to the items ordered. Variable
data entered in the order guide will not be passed on to ordered items if
we clear this checkbox.

362. Explain Change Management in ServiceNow.

The Change Management application in ServiceNow gives an

organized approach for controlling the life cycle of entire changes. It
also provides useful changes to be made with minimum interference to
IT services.

Conclusion:

We believe that you found this particular article very useful and
insightful for your ServiceNow interview preparations. Get yourself
prepared for every question thoroughly as it is going to enhance your
understanding of the subject. Apart, you can also take inspiration from
these questions, so as to get an idea of what type of questions are
being asked in the ServiceNow interview and how your responses
should be presented to the interviewer.

The ServiceNow interview will normally have a variety set of questions,

and the above questions on ServiceNow will definitely touch every such
aspect. In order to get a better hold on this subject, please leverage
your time to learn deeper about the core ServiceNow concepts.

363. Differentiate between next() and _next() method in ServiceNow.

The next() method is used for moving into the next record in
GlideRecord. _next() is quite similar to next(), the difference is it is used
when you query the table that has next as a column name.
 364. What is a business rule?

The business rule is server-side scripting, which gets executed when

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

365. Write the full form of CMDB and explain what is it?

CMDB stands for Configuration Management Database. CMDB is a

repository that can be used as a data warehouse for IT installations. It
will hold the data associated with IT assets collections and details
about relationships between assets.

366. Explain the steps for enabling or disabling an application in

ServiceNow.

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

ServiceNow:

 Go to the “Application Menus” module.

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

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

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

368. What is meant by impersonating a user? How it is useful?

Impersonating a user means providing the administrator access to what

the actual user would have access to. This will have the same modules
as well as menus. ServiceNow records all activities of an administrator
when the user is impersonating another user. This feature of
ServiceNow is very helpful in testing. For example, if you want to test
that whether a user is able to access the change form or not. You are
allowed to impersonate that user and can perform testing without any
 need of logging out from your session and again logging in with that
user credentials.

369. What is dictionary override in ServiceNow?

Dictionary overrides allow for overriding various field properties in an

extended table. Consider an example of a changing table that is
extended from the task table. There is a status field in the task table
which is set as read-only. If you use this field in change form, it will be
in read-only mode. By using the dictionary override, we can alter this to
non-read only.

370. What is a data policy?

Data policies are helpful to enforce data consistency by setting read-

only and mandatory states. They can be quite relatable to UI policies,
but the difference is UI policies are applied only to the data provided on
forms using standard browsers. Also, it can apply rules to each data
entered, like data entered through import sets, web services, email, or
mobile UI. For example, if a mandatory field in the entered record is
empty then it is possible to prevent the insertion of that record into the
table by using data policy.

371. What are UI policies in ServiceNow?

UI policies are considered as an alternative for client scripts. You can

set a field as mandatory, which is read-only, and visible on a form by
using UI policies. It can be used to dynamically change a field on a
form.

372. What is a transform map in ServiceNow?

 A transform map in ServiceNow is a field map set that controls the

relationship between the import set table’s displayed fields and the
target table’s existing fields, like Incident[incident] or User[sys_ser].
 After transform map creation, you can reuse this to map data from one
more import set to the same table.
 A transform map allows an administrator to define final destinations for
data imported on tables. This will make it easier to specify linkage
between the import set table’s source fields and the target table’s
destination fields.
 You can use transform mapping to dynamically map source fields and
destination fields.
373. What is domain separation in ServiceNow?

Domain separation is a useful method for separating data into logically

defined domains. Also, it can be used to separate administration. For
example, consider a client who has two businesses and has a single
ServiceNow instance for both businesses. He doesn’t want users from
one business to view other business data. In this case, we can use
domain separation for isolating the records from both businesses.

374. What is ServiceNow?

ServiceNow is a cloud-based ITSM (IT Service Management) tool that

offers a single record system for business management, operations,
and IT services. All features related to the organization’s IT services
reside within the ServiceNow ecosystem. You can obtain a complete
view of the resources and services. This permits you to control the
allocation of resources in a better way and helps to efficiently design
the process flow.

ServiceNow provides services such as HR, security, business

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

375. What is import set in ServiceNow?

The import set tool is utilized for importing data from multiple sets of
data sources and then map that data into ServiceNow tables through
transform maps. It behaves as a staging table for imported records.

376. What is HTML sanitizer in ServiceNow?

The HTML Sanitizer is useful in cleaning up HTML markup in HTML

fields automatically. Also, it will eliminate unwanted code and protect
against security threats like cross-site script attacks. Starting from the
Eureka release, the HTML sanitizer is active for all instances.

377. What are the gauges in ServiceNow?

A gauge can be seen on the homepage of ServiceNow and can contain

up-to-date information about the record’s current status that is present
on ServiceNow tables. A gauge is based on a report and it can be
placed on a homepage or a content page.
 378. What are the metrics in ServiceNow?

Metrics are used for recording and measuring the workflow of individual
records. By using metrics, customers are able to arm their process by
giving tangible figures for measuring. For example, how much time it
takes before a ticket is reassigned or changes its state.

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

Below given list of searches are helpful in ServiceNow to find the

information:

 Lists: Used to obtain records in a list.

 Knowledge base: Used to find knowledge-based articles.
 Global text search: Used to find records in different tables from a
search field.
 Navigation filter: Used to filter the application navigator items.
 Search screens: Use a form as an interface for searching table
records. These custom modules can be created by administrators.

380. What do you mean by a record producer in ServiceNow?

catalog item that permits users in the creation of task-based records by

using Service Catalog is known as a record producer. For example, you
can consider the creation of a problem record or a change record by
using a record producer. It will give you an alternative method for the
creation of records via Service Catalog.

381. What is a BSM Map?

BSM map stands for Business Service Management map.

Configuration Items(CI) are graphically displayed by using a BSM map.
These items are used to provide support for a business service and
indicates the Configuration Items related status.

382. What is an inactivity monitor?

An inactivity monitor is used in event triggering for a task record if the

task was kept in an inactive state for a certain period. If the task
remains in an inactive state, the inactivity monitor repeats at regular
intervals.
 383. What is a scorecard?

A scorecard is used for measuring employee performance or a

business process. It provides a representation of progress across time
in the visualized format. It belongs to an indicator. The initial step is
defining the indicators that you wish to measure. You can enhance
scorecards by adding aggregates, targets, breakdowns(scores per
group), and time series.

384.Tips to Prepare for ServiceNow Interview

ServiceNow Interview Preparation

Following are some of the tips that you can keep in mind while
preparing for the ServiceNow Interview:

 Be clear & confident: Whatever response you provide during the

interview, let it be clear by all means. Also, present your knowledge
with a lot of confidence, so that you can impress the interviewer with
your positive attitude.
 Be honest about your knowledge: During the interview, present your
responses honestly with respect to whatever knowledge you possess or
while explaining the points that are mentioned on your resume. If you
don’t know any particular concept, admit it honestly or mention that you
haven’t worked on such a concept earlier. But you can mention
positively that, you would love to work on any particular concept which
you don’t know or haven’t worked on.
 Try to give the answers with details: The interviewer might ask some
one-liner questions. But you have to make sure that you make him
understand that you have deep knowledge about a particular aspect
that he seeks answers for. The interviewer should gauge you as you
have very vast knowledge about a lot of the topics. But don’t be much
descriptive also, keeping the time limit in your mind.
 Talk about your multi-skills: Present about your other valuable
knowledge/skills that you have acquired in the past in addition to
ServiceNow. This ensures the interviewer that you are an apt candidate
to finalize as multi-skills will give you an edge over other candidates.
 Be enthusiastic: During the interview, you always have to show
energy. The interviewer should think that you are having a lot of energy
and enthusiasm to take up any kind of work. You have to be positive all
throughout the interview process.
 Give some live examples: While giving the responses try to answer
with some live examples. This shows the interviewer that you have
depth-knowledge about a particular concept.
385)Types of formatters in ServiceNow?
ServiceNow offers a variety of formatters to display information on forms
that isn't directly stored in the record fields
Activity Formatter
Process Flow Formatter
Parent Breadcrumbs Formatter
Approval Summarizer Formatter
CI Relations Formatter
Contextual Knowledge Formatter
Variables Formatter
(Detailed Answer)
Activity Formatter:
Displays the list of activities or history on a task form
Process Flow Formatter:
Shows the different stages in a linear process flow across the top of a
record
Parent Breadcrumbs Formatter:
Provides breadcrumbs to show the parent or parents of the current task
Approval Summarizer Formatter:
Displays dynamic summary information about the request being
approved
CI Relations Formatter:
Shows a toolbar for viewing the relationships of Configuration Items
(CIs) on the CI form
Contextual Knowledge Formatter:
Provides relevant knowledge articles based on the context of the current
task or incident
Variables Formatter:
Displays variables and their values in a formatted manner
These formatters help enhance the user interface and provide additional
context and information to users.