`MY SERVICENOW INTERVIEW QUESTIONS 2020

Self introduction:

 Hi I am UPENDAR from Hyderabad. I have completed my graduation in

b.com computers from KAKATHIYA University.
 I have Overall 3.2 years of professional IT experience as a service now
admin and developer in CIL InfoServe Limited in Hyderabad.
 Specialized in the technical implementation of service Catalog, change
management, incident management, problem management, reporting.
 Proficient in writing in Business rule, UI action, UI policies, script include.
 I have good experience on ACL’s, update sets, import set, transform maps.
 I have worked on email notifications, reports, workflows and scheduled
jobs.
 I have knowledge on MID sever installation, CMDB discovery, azure cloud
discovery.
 Good understanding in coding, testing and implementation.
 Knowledge on testing skills with service now London, Madrid, New York,
Orland, Paris versions.

My Roles & Responsibilities:

 So we have five members as a team.

 My team lead collects work from the client and he assigns work to us every day.
 We have group meeting every Friday at 4pm, and we discuss our work what have
to do.
 I am Using Access controls (ACL) to give access to required users if they want to
access tables and fields in service now.

 I am adding users in groups and give roles to that groups based on the
requirements.

 Created Custom Applications, Modules, Tables, and Columns as per the

requirement specifications in Service Now.
 If I get any new requirement from my client, first I will try to understand the issue.
If I didn’t understand the issue, then I will contact my client and ask him what the
exact issue is then I will try to do that and when I completed that work, get back to
him. If that is working fine get the permission from client then I will close the
ticket.
 I am involving in configuration of tables by using business rules, UI policies, UI
actions, Script include, client script in service now. I am also getting these
configurations in update sets and then move that update set from dev to prod.
 These are my roles and responsibilities in my company as a service now developer
and admin.
1. What is service now?
Service now is a cloud based platform. it is offering software as a service(SaaS),that contains
a number of modular applications that can vary by instance and user. It is a ticketing tool,
cloud based service, used by service desk.

2. What is ITOM?
IT Operations management is the administrative area involving technology infrastructure
components and the requirements of the individual applications, services, storage,
networking and connectivity elements within an organization. Get better visibility into your
infrastructure and services, prevent service outages, and expand your organization's operational
agility with Service Now® IT Operations Management.

3. What is cloud based service?

Cloud computing is the delivery of different services through the Internet, including data storage,
servers, databases, networking, and software. Like

 Email
 Storage, backup, and data retrieval
 Creating and testing apps
 Analyzing data
 Audio and video streaming
 Delivering software on demand

4. what is the use of servicenow?

Service Now is a software platform which supports IT Service Management (ITSM). It helps
you to automate IT Business Management (ITBM). This cloud-based platform is designed
based on ITIL guidelines.

5. what is service now user interface in service now?

The user interface(UI) is the main way to interact with the applications and information in
service now.
There are 3 components of the service now user interface UI-16:
1. Banner Frame.
2. Application navigator Or Left Navigator Or Filter Navigator.
3. Content Frame.

 Banner Frame:- the banner frame shown the top of every service now home page. It
contains a business Logo and Caption.
 1. User Menu: - This control allows the user to access and modify his logged in user
profile.
2. Impersonate User:- Administrator can impersonate other authenticated users
for testing purpose or better understanding customer issue.
When impersonating another user, the administrator has access to exactly what
that user can access in the system, including the same menus and modules.

3. Elevated privilege Roles:- It require you to manually accept the responsibility of

using role before you can access the features of the role.

4. Global search:- this control helps to search for records from table.

5. Connect sidebar icon:- It is used for connect the co-workers and also find
existing conversations.

6. Help Icon:- It is used for help the user with documents on servicenow.

7. Settings icon:- this control opens a popup window with various options for
system settings.

 Application Navigator:- The application navigator provides access to all Applications

and the modules. they contain enabling users to quickly find information and
services.

 Content Frame:- The content frame displays content pages when users select
modules in the application navigator.

6. What is a group in service now?

A group is a set users who share a common purpose. Groups may perform tasks such as
approving change request, resolving incidents, received email notifications.

7. What is data dictionary?

It contains information about a field’s data type, character limit, default value, dependency
and other attributes.

8. What is an application in service now?

An application is a group of modules which provides information related to those modules.
For example: incident application will provides information related to incident management
processes. All applications are stored in (sys_app_application) table.

9. What is form in service now?

A form is collection fields. That displays information from one record in data table.
A field represents an individual item of data on a record.

10. What is a view in service now?

 View defines the arrangements of a fields on a form or a list. For one single form we can
define multiple views according to the user requirement. under system UI we have a view
module. All views are stored in (sys_ui_view )table.

11. What is a list?

A list is a collection of records that displaying zero or more records from the same table.
Row and columns organize the list. Each row is a record and each column is a field from
the record.

12. What is service now plug-ins?

Plug-ins are software components that provide specific features and functionalities with in
a service now instance.
Many Plug-ins are activate in the base service now system. Optional functionality is
provided with Plug-ins that can administrators can activate, request or purchase.
After a plug-in is activate you can’t disable or deactivate it. You can hide functionality if
needed.

13. What is user interface in service now?

The user interface[UI] is the main way to interact with the applications and information in
a service now instance. The latest user interface is UI 16. It came in Helsinki release.

14. What is a table?

A table is a collection of records in the database. Each record corresponds to a row in a
table, and each field on a record corresponds to a column on that table.

15. All fields are stored in which table in servicenow?

All fields are stored in sys_dictionary table.

16. What is scheduled jobs in servicenow?

Scheduled Jobs are automated pieces of work that can be performed at a specific time. Under
system definition we have a scheduled jobs module.

17. What is reports in servicenow?

Visualizations of your data that can be shared with users,groups, On dashboards and service
portals, export to pdf And send via email.

Type of Reports:

 List chart
 Time series charts
 Column and bar charts
 Pies chart
 Dials chart
 Box chart
 Pyramid chart
 Single score chart
 Donut chart
18. What is dashboards in servicenow?
A dashboard is the graphical representation of the data generated by a report or multiple reports
at certain point in time.

19. What is Business rule in servicenow?

Business rule is which perform DML operation and it is also server side script that runs when
record is displayed,inserted,updated,deleted or when a table is queried.
To configure business rules first you need to determine when the business rule should run and
what action it should takes.

For example:

We get some incidents from avantra third party tool by default in our incident form created by
populate as a avantra_ticket but when incident created from avantra tool they want to populate
created by as Avantra. I got this requirement from my client.
Table: incident
When: before
Insert.

If (current.sys_created_by == 'Avantra_ticket'){
var user =gs.getUser();
var cd = user.getUserByID('ec259973db3110107851656b4b9619e6').getLastName();
current.sys_created_by = cd;
gs.addInfoMessage('kambhampati');

}
Types of business rules:-

Before business rule: after the user submits the form but before any action is taken on the record
in the database.

After business rule: after the user submits the form and after any action taken on the record in
database.

Display business rule: before the form is presented to the user, just after the data is read from
the database.

Async business rule: Async business rule is triggered when user submits the form and any
action is taken on the record in the database however it creates a schedule and run the job.
For example: when incident is created with priority1 then create an event to send notification.

20. What is script include?

Script include is a server side script so it is executes at server side.
But it doesn’t execute like on insert, on update or delete etc...
It executes whenever you want to call in service now.
For that you should call it from client side, business rule, from another script include.
The main advantage of script include is re-usability.

21. What is UI Actions?

UI Actions are UI elements that can show up on a form or list as a button, link or context
menu.
When you these UI elements are clicked they execute some java script.
Most of the time UI Actions are used to perform some server side update a record or
records.
22. What is ITIL?
It provides guidance for creating and operating a service desk that provides efficient
communication between the user community and IT provider.

23. What is UI policies?

UI policies dynamically change the behaviour of information on a form.
UI policies are alternative to client scripts can be used to set a field as a mandatory,
ReadOnly and visible on a form.

24. What is data policies?

Data policies checks the mandatory and ReadOnly of a field whenever a record is inserted
or updated through a web-service or import set.

25. What is data lookup rules in servicenow?

Data lookup rules feature helps to set a field value based on some condition instead of
writing scripts.

26. What is Access control list(ACL’s)?

ACL’s all about to give access to particular authenticated user to access particular data in
service now instance. That must be a table level access or field level access based on user
requirement.
For example: client can’t able to update assigned to field on incident form but he wants to
access to update that field, in that case we need to write ACL on incident table and then
give write access to assigned to field based on the role user role.

27. how to make a field readOnly on list view in a table?

by using ACL list_edit operation we can make field as a ReadOnly on list view.

28. What role you are requires to create/update ACL?

Security_admin.

29. Which glide function is used to retrieve the number of rows of a table?

By Using getRowCount() method .

30. How to determine whether any of the field value in a record has changed?

By using the method changes() you can determine that the field value has been changed
for a record.

31. How to disable attachment on a specific servicenow table?

Go to the dictionary of that table and add no_attachment to the Attributes field.

32. How to set the default value of a date field to current datetime value?

Goto the dictionary of the respective date-time field and set the default value as :

javascript:gs.nowDateTime();
33. What is the significance of setLimit(n) function?

setLimit(n) functions limits the number of records to query by Gliderecord().

Example:

var grIncident = new GlideRecord('incident');

grIncident.addQuery('priority','5');

grIncident.addQuery('category','inquiry');

grIncident.setLimit(10);

grIncident.query();

if (grIncident.next()) {

gs.print('Incident Found: '+grIncident.number);

34. How can we do multiple addquery lines by using glide record()?

Using an encoded query is often easier than multiple addQuery lines. You can also use
Copy Query to help figure out your encoded query content which is helpful.

Example:

var grIncident = new GlideRecord('incident');

grIncident.addEncodedQuery('priority=5^category=inquiry');

grIncident.query();

while (grIncident.next()) {

gs.log('Incident Found: '+grIncident.number);

35. How will you get all the records where the incident is having category as hardware or
software?

Use addOrCondition(String name, String oper, Object value) .

Example :
 var gr = new GlideRecord(‘incident’);
var qc = gr.addQuery(‘category’, ‘hardware’);
qc.addOrCondition(‘category’, ‘software’);
gr.query();

36. How do you get the records of a specified fields which are not null?

addNotNullQuery(String fieldName) can be used.

Example: To get all the records where ‘name’ is not null.
addNotNullQuery(‘field_name’);

37. How will you hide/show a field using client script?

You can use the g_form.setVisible(‘fieldname’, ‘value’); method to show/hide a field using
client script.

38. What is a role?

Roles are control access to features and capabilities in applications and modules. The
admin role provides access to all features and applications in service now.

39. What is workflow in service now?

Workflow provides a drag and drop interface for automating multi-step processes across
the platform. Each workflow contains sequence of activities, such as generating records,
notifying users of pending approvals or running scripts.

40. What are the workflow core activities in service now?

Each activity performs a different task, such as running a script, sending notifications, or
requesting approvals.

Core activities provided in the base system:

 Approval and rollback activities: Approval and rollback activities generate and
manage approvals. Not all workflows can include approval activities.

 Condition activities: Condition activities provide conditional branching and logical

operation functionality for workflows.

 Notify activities: Notify workflow activities manage calls and SMS messages
in Notify.

 Notification activities: Notification workflow activities notify users of events that

occur during the workflow.
  Subflow activities: Subflow activities run and manage workflows from a parent
workflow.

 Task activities: Task activities create and modify workflow tasks.

 Timer activities: Timer activities pause workflows for set periods of time.

 Utility activities: Utility activities provide controls over the path of the workflow,
and other useful tools.

41. What is update set in service now?

An update set is a group of configuration changes that can be moved one instance to
another instance.

42. What is Outbound email notifications?

Use email notification to send selected users email about specific activities in the
system.such as updates to incident or change requests.
Email notifications allows administrators to specify:
 when to send the notifications.
 Who will receives the notifications.
 What content is in the notification.

43. What is inbound email notifications?

If you want to receive emails from users or customers we can use inbound email actions.

44. What is a record producer?

A catelog item that allows users to create task based records from the service catelog is
called as a record producer. It is alternative way to create records through service catelog.
Ex. Creating a change record or problem record.

45. What is GlideRecord?

GlideRecord is a java class .it is used for performing database operations instead of writing
SQL Queries.

46. What is import sets?

An import set is a tool that imports data from various data sources and then maps that
data into servicenow tables using transform maps it acts as a staging table for records
imported.
47. What is data source?
Data sources define what data should be imported in servicenow tables through import
sets.
48. What is dictionary overrides?
 dictionary overrides provide the ability to define a field on an extended table differently
from the field on the parent table. for example, for a field on the task [task] table, a
dictionary override can change the default value on the incident [incident] table without
affecting the default value on task [task] or change [change].

49. what is coalesce?

Coalesce is a property of a field that we use in transform map field mapping. Coalescing on
a field (or set of fields) lets you use the field as a unique key. If a match is found using the
coalesce field, the existing record will be updated with the information being imported. If a
match is not found, then a new record will be inserted into the database.

50. What is transform maps?

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

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

Yes, it is possible to call a business rule through a client script. You can use glide ajax for
the same.

52. What is BSM map?

BSM Map is a Business Service Management map. It graphically displays the Configuration
Items (CI). These items support a business service and indicates the status of those
Configuration Items.

53. What is configuration item in service now?

Configuration item is a tangible or intangible device or application. For example software,

hardware and services. It will store information about these components . All
configuration items are stored in (cmdb_ci )table.

54. Which table stores update sets and customization?

Each update set is stored in the Update Set [sys_update_set] table. The customizations
that are associated with the update set, are stored in [sys_update_xml] table.

55. What happens when you mark a default update set as complete?

If the Default update set is marked Complete, the system creates another update set
named Default1 and uses it as the default update set.

56. Can you add Homepages and Content pages to ‘update sets’ in ServiceNow?
 Homepages and content pages don’t get added to ‘update sets’ by default. You need to
manually add pages to the current ‘update sets’ by unloading them.

57. What is Reference qualifier?

Reference qualifiers restricts the data, that can be selected for a reference field.

58. What is the latest servicenow user interface and when was it released?

The latest user interface is UI16 interface. It came in Helsinki release.

59. What is a sys_id?

It is a unique 32-character GUID that identifies each record created in each table in
ServiceNow.

60. Can you update a record without updating its system fields(like sys_updated_by,
sys_updated_on)?

Yes, you can do it by using a function autoSysFields() in your server side scripting.
Whenever you are updating a record set the autoSysFields() to false.

Consider following Example:

var gr = new GlideRecord(‘incident’);

gr.query();

if(gr.next()){

gr.autoSysFields(false);

short_description = “Test from Examsmyntra” ;

gr.update();

61. Which method do you use to get all the active/inactive records from a table?

You can use addActiveQuery() method to get all the active records and addInactiveQuery()
to get the all inactive records.

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

next() method is responsible to move to the next record in GlideRecord. _next()

provides the same functionality as next(), intended to be used in cases when we query
the table having a column name as next.

63. What types of searches are available in ServiceNow?

Following searches will help you find information in ServiceNow:

Lists: Find records in a list;

 Global text search: Finds records in multiple tables from a single search field.

Knowledge base: Finds knowledge articles.

Navigation filter: Filters the items in the application navigator.

Search screens: Use a form like interface to search for records in a table. Administrators
can create these custom modules.

64. What is service portal?

A service portal is all about pages and widgets. Service portal actually an interface which is
very useful for end users to access certain platform related components like service
catalogs, knowledge management and incident management, end users can access these
components in the service portal.

65. Why do we use service portal?

It is mainly for the clients or the users who use service now system. If they want to access
certain applications like the incident tickets and problem tickets they can access through
service portal that’s why we can use service portal in service now. service portal make it
easy for users to access service now from mobiles, laptops, desktop or tablets etc.

66. What are the service portal components?

There are four important components:
 Portal
 Pages
 Widgets
 Widget instances

67. What is widgets in service now?

Widgets are basic building blocks of service portal. We can use widgets to define content
in the service portal and we can clone existing widgets or develop custom widget based on
the requirement. In widgets we can use HTML templates, css, client scripts, server script,
angular Js, and any java script dependencies.

68. What is service portal pages in service now?

We can use service portal pages to organize content in the service portal.

69. What is widget instance in service portal?

When you add a widget to a page using the Service Portal Designer, it creates a widget
instance. A widget instance is a reference to a widget that contains a location, properties,
and CSS specific to that instance.

70. What is service catalog?

Service catalog application create service catalogs that provide your customers with self
service oppurtunities.customize portals where your customers can request catalog items
such as service and product offerings.
71. What is variable set?
Variable set is a collection of variables which is reusable in multiple caltalog items and
order guides.

72. What is catalog item?

A catalog item can be a good or service. If something can be ordered by itself it is a catalog
item. Use a catalog item to publish a service to your users. All catalog items are stored in
(sc_cat_item) table.

73. What are the types of service catalog variables?

Several types of service catalog variables are provided.
 Break
 Check box
 Container start, container split, and container end
 Date
 Date and time
 Duration
 Email
 HTML
 IP Address
 Label
 Multi-line text
 Multiple choice
 Reference
 Select box
 Single-line text
 UI page
 Numeric scale
 URL
 Yes/No
 List collector

74. What is integration?

Integration is the exchange of information between company applications and service now
instance. Service now integrates with many third party applications and data sources.
The most common integrations are with CMDB, incident management, problem
management, change request, user administration, web-services, LDAP.

75. What is LDAP integration?

LDAP is Light weight Directory access protocol. You can use it for user data population and
user authentication.
76. What is API in service now?
Application programming interface enables communication between two applications that
applications communicate with each other.

77. What is SLA’s?

SLA’s Stands for service level agreements. It is basically a set of agreements between a
service provider and internal or external customer .SLA is all about how much time we can
spend to resolve that particular issue in service now.

78. What is service level management in service now?

Service level management application to manage SLA in service now. It enables to monitor
and manage the quality of service.

79. What are the stages of SLA?

 In progress
 Achieved
 Breached
 Paused
 Completed
 Cancelled

80. What is UI Macros?

UI macros are Modular, Reusable components that can be used throughout the service
now platform.
UI Macros are discrete scripted components that administrator can add to the user
interface. All ui macros are stored in (sys_ui_macro) table.

81. Where we can call UI Macros?

 In Dictionary attribute to display an icon for reference field.

ref_contributions=ui_macro_name

 In UI Page display something on UI page.

<g:macro_invoke macro="ui_macro_name" />

 Call UI Macro from another UI Macro.

<g:ui_macro_name />
82. What is CMDB?
CMDB stands for configuration management database.
It is a data repository that contains all the assets and services managed by a company. This
information includes servers, network devices, applications, services and more.
That contains all relevant information about the hardware and software components used
in an organization’s IT services and it is also contains the relationship between those
components.
Understanding your organization’s IT environments is easy with the service now
configuration management database. CMDB will improve our capability for delivering
services.

83. What is service now ITSM?

ITSM stands for IT service management. ITSM is the process of designing, delivering,
managing and improving IT services an organization provide Services to it’s end users.

84. What is ITAM in service now?

ITAM stands for IT asset management. ITAM is managing all the assets in your
organization. It's a type of business management that’s directly connected to your
organization’s IT infrastructure.

85. What is CMS in servicenow?

The servicenow customer service management application enables you to provide service
and support for your external customers through communication channels such as web-
email,chat ,telephone and social media.

86. What is server side script in servicenow?

Server side scripts executes on servicenow server or database.
Server side script can do many things in servicenow.
 Update record fields when a database query runs.
 Set field values on related records when a record is saved.
 Scheduled emails and reports based on the conditions.
 We can use server side script in transform maps to imports the data from data
sources to servicenow tables.

We can use server side script in business rule, ui actions,script include,scheduled

jobs,ACL’s,transform maps,UI Pages,UI Macros,workflows.

87. What is client side script in service now?

Client side script executes with in a user’s browser and are used to manage forms and
form fields. When form is
 Loaded
 Changed
 Submitted

Client side script can do many things in service now.

 Make fields hidden or visible.
  Make fields read only or writable.
 Make fields optional or mandatory based on the user’s role.
 Set the value in one field based on the other field value.
 Modify the options in a choice list based on user’s role.
 Display messages based on a value in a field.

We can use client side script in service catalog, UI policies, UI Actions, UI macros, UI
pages, UI properties.

On Load client script:- On load client script runs when user opens the form and
before user can enter the data on the form. It is usually used to set default values on
the form or showing message or popup while form is opened.

OnSubmit:- On Submit client script runs when a form is submitted. It is usually used
to validate things on the form before the submission of the form.

OnChange:- On change client script runs when a particular field value changes on
the form. It is used when you want to perform some action on client when field
value changes.

OnCellEdit:- OncellEdit client script runs when user change value of a field in a list.

88. What is Glide Ajax in service now?

Glide Ajax is a class in service now which is used to execute server side code from client
side.

89. What are UI pages in Service now?

UI Pages are used to create and display pages, forms, lists and other UI Components in
service now.

90. What is g_scratchpad?

g_scratchpad is a temporary variable to pass server side values to client side if client need
server data. Display business rule is used to initialize scratchpad and make it available to
client script.

91. What is g_form?

 The Glide Form API provides methods to customize forms.
 These methods are used to make custom changes to the form view of records.
 g_form methods are only used on the client.

92. How to change header background color in service now?

If you want to change header background color navigate to basic configuration UI 16 under
system properties in that we have an option called header background color then change
color what color you want to give.
93. What is the Schema map?

The schema map displays the details of tables and their relationships in a visual manner,
allowing administrators to view and easily access different parts of the database schema.

94. What do you mean by foreign record insert?

A foreign record insert occurs when an import makes a change to a table that is not the
target table for that import. This happens when updating a reference field on a table.

95. How you can check on which service now instance node you are working?

Go to System Diagnostic -> Stats. Statistic page will be open where you can get the details
of node and the instance on which you are working on.

96. How to abort database action in business rule?

If you want to abort the current database action using the setAbortAction() method.

97. What is formatter in service now?

The process flow formatter provides a graphical summary of the stages in a process.
The formatter is typically shown at the top of forms that are part of a process. Each record
on the Flow Formatter [sys_process_flow] table represents a process stage and can have a
different condition applied to it.

98. What are gauges in service now?

Gauges are containers for holding graphical content on dashboards and homepages
in Service Now®, but gauges are no longer supported. Widgets are the supported
containers for graphical content. It is not possible to create gauges through the Dashboard
and Homepage user interfaces.

99. What is a form section in service now?

A section is a collection of elements displayed on a form. Each section record must be
associated with a corresponding view record.

100. What is related list in service now?

To present related records that has relationships to the current record.
Users can view and modify information in related lists like any other list. Administrators
can configure related lists to appear on forms.

101. What is context menu in service now?

The form context menu provides controls based on the table and user access rights.
Administrators can customize some of the options available on a context menu using UI
actions.

102. What is the master table that contains a record for each table in the database?
 Sys_db_object.

103. Which would NOT appear in the History section of the Application Navigator?
UI Pages.

104. What module in the Service Catalog application does an Administrator access to
begin creating a new item?
Maintain Items.

105. Which of the following types are client scripts supported in Service Now?
OnSubmit, onCellEdit, onLoad onChange.

106. What are the two aspects to LDAP Integration?

Data Population, user Authentication.

107. Buttons, form links, and context menu items are all examples of what type of
functionality?
UI Actions.

108. What is the purpose of a Related List?

To present related records.

109. What is the use of column context menu?

It displays actions such as creating quick reports, configuring the list, and exporting
data.

110. What are the main UI component(s) of the Service Now Platform?
Banner Frame, Application Navigator, Content Frame.

111. Access Control rules may be defined with which of the following permission
requirements?
Roles, conditional expressions, scripts.
112. A group is stored in which table?
Group [sys_user_group].

113. Which one of these applications is available to all users?

Self service.

114. What is the difference between UI Policy and UI Action?

UI Policy can make fields read-only, mandatory, or hidden. While UI Action can
make a save button visible for appropriate users.
115. A role is recorded in which table?
Role [sys_user_role].

116. From the User menu, which actions can a user select?
Log Out Service Now, Elevate Roles, And Impersonate Users.

117. Which statement is true about business rules?

A business rule can be a piece of JavaScript.

118. What is incident?

Unexpected interruption in your business application is called incident.

119. What is problem?

When incidents are occurring similar kind of issues from multiple peoples we can
consider as problem ticket.

120. What is change management in service now?

The purpose of the Change Management process is to control the all changes in IT
services.

121. Tell me about your work in incident management?

I have implemented lots of changes in incident management by using form layout,

form design. Created different kind of fields like reference field, choice field, string
field, Data and Time, Calculated fields. Also I have worked on server side scripting
like business rules and client side scripts like client scripts and applied UI policy,
Data Policy, applying ACL rules to restrict users.
I have also designed the email templates for email notifications, and also triggering
the notifications when the conditions are matched.

122. What is knowledge management?

Knowledge management is a continuous process to better understanding our
organization services. The Service Now® Knowledge Management (KM) application
enables the sharing of information in knowledge bases. These knowledge bases
contain articles that provide users with information such as self-help, troubleshooting,
and resolving problems.
Knowledge articles are articles that are written and maintained by Service Desk
technicians and are a way of providing your staff and/or customers with a clear and
common understanding of your services. ...

123. What is knowledge article in service now?

Knowledge articles that provide users with information such as self-help,
troubleshooting, and resolving issues in service now instance.

124. How to create knowledge article?

 Navigate to Knowledge > Articles > Create New. Then give details about knowledge
article and click on submit.

125. What do know about problem management in service-now?

Repetitive incidents will be logged as a problem ticket; technically I have done the
same stuff which I have done for the incident management like business rules, client
scripts, UI actions, UI policies, notifications.

126. Please share your experience on change management?

I have modified the workflow of change management table so that it can move for cab
approvals as per the requirement, also I have created new workflows for emergency
change request.

127. What is content management in service now?

The Content Management System (CMS) enables you to create a custom interface for
the Now Platform and Service Now applications. This allows your end users to request
items, read articles, and update records in a simple, web-like interface that can be
unique to your organization.

128. Tell me your experience with Service-Now?

Earlier my client was using BMC remedy tool; then they have decided migrate to
Service-Now, so they have given training me on Service-Now. Initially my career was
starts with just administration part but later I got a chance to working with other areas
like in development and implementation develop scoped application finally
integration part as well.

129. Could you please tell me what all you have done in Service-Now?

I am involved in all kind of activities from basic administration to advanced scripting

and customization. I have contributed my work in Incident, Problem, Change, SRM,
Service Catalog and Asset and Configuration Management, Knowledge management,
Discovery, Performance analytics areas. Recently I have started working on service
Portal.

130. How can we execute server side code in client script?

Execute the server-side code by calling getXML ().

131. Could you please tell me your experience in SRM(service request management)?
Yes, I have worked on Service Catalog. (Note: SRM = Service catalog in Service Now).

I have created catalog items with variables and variable sets. I have used workflows
And execution plans to design the workflow of a catalog item.
132. What is an execution plan?
It is an alternative to the workflow to design the process of a catalog item. It can be
done by using UI customizations.

133. Do we have any cheat codes to open tables and forms for which we don’t have access?
Table_name.do and table_name.list

134. How can we restrict the users seeing the application and modules?
We can give roles to access a specific applications and module.

135. What is the difference between Record Producer and catalog item?

We can create service catalog items to provide a service to our customers. A record
producer is alternative way to create a record through service catalog.

136. What kind of email the inbound action accepts?

It accepts New, Forward, Reply emails.

137. What kind of basic administration work you have done?

I have done like adding users to groups, assigning Roles to users and groups.

138. How many instances your current project has?

We have 3 instances 1) Dev 2) Test 3) Production.

139. How do you migrate the customization and code into different instances?
We use update sets.

140. Could you please tell me the procedure for creating an SLA?
We go to Sla tables and select the table on which SLA need to be established and
give start, stop, pause conditions to it.

141. What is the difference between SLA and OLA?

SLA is the agreement between Vendor and Client whereas OLA is the agreement
within the organization.

142. What all you have done in knowledge management?

I have created knowledge articles, and make them available to specific rolled users.

143. What do we need to do to make a knowledge article available to all the users?
We need to assign public role to the knowledge article.

144. What kind of knowledge articles we can create in Service Now?

We can create attachment links, attachments, HTML pages etc.

145. How can we search a knowledge article?

 We can use “Meta tags” for it. Whatever we give in the Meta tags, they can be the
searchable elements for the knowledge article.

146. What is a table extension?

We can extend any new table with one existing table. This brings all the existing
table fields into the new table.

147. Please tell me about Glide record?

It is java class which is used in scripting to bring the object of the particular table by
which it is being used into a variable.

148. Did you work on Discovery?

No I didn’t get a chance to work on Discovery.‟

149. How to set the default value of a date field to current date time value?
Go to the dictionary of the respective date-time field and set the default value as :
javascript:gs.nowDateTime();

150. How to restrict users to upload an attachment in Service Now?

Following is the step wise step process:

1. Navigate to System Properties > Security.
2. In the Attachment limits and behavior section, locate the List of roles (comma-
separated) that can create attachments: property (glide.attachment.role).
3. Enter one or more roles separated by commas.

4. Only roles listed in this property are able to upload attachments to a record. If no
roles are entered, then all roles can upload attachments to ServiceNow forms.
5. Click Save.

138. How to stop running background script?

Open 'All Active Transactions' under 'User Administration' and you can kill the
running transactions.

139. Which object is used to refer the current logged in user in client script?

You can use the object g_user object to get the details of current active user.

140. How will you hide/show a field using client script?

You can use the g_form.setVisible(„fieldname‟, „value‟); method to show/hide a
field using client script.

141. What is the difference between g_scratchpad and GlideAjax?

The primary difference between these methods is that g_scratchpad is sent once when
a form is loaded (information is pushed from the server to the client),
 whereas GlideAjax is dynamically triggered when the client requests information
from the server. Other methods, GlideRecord and g_form.getReference() are also
available for retrieving server information.
However, these methods are no longer recommended due to their performance
impact. Both methods retrieve all fields in the requested Glide Record when most
cases only require one field.

142. How we can get information from the server? And Among them which are the best ones.
We can get information from server using g_scratchpad, GlideAjax, GlideRecord,
g_form.getReference(). The top ways to get information from the server are
g_scratchpad and asynchronous GlideAjax lookup.

143. How can we declare Workflow scratchpad?

The scratchpad itself is automatically available to an executing workflow and

requires no specific declaration. Variables are declared and stored in the scratchpad
simultaneously by referencing it. workflow.scratchpad.variableName =
variableValue;
Or
var myValue = workflow.scratchpad.variableName;

144. List of Data Types stored by Workflow Scratchpad?

The workflow scratchpad can store multiple data types:

Primitive: Integers, Boolean Values, or Strings.
JavaScript object: User Data
Scriptable java Objects: GlideRecord or GlideDateTime

145. Which one executes first UI Policy or Client Scrip?

UI policies execute after client scripts.

146. Does Client Scripts run on Lists?

Client Scripts do not run on lists.

147. What are the types of SLA?

There are 3 types of SLA:

SLA
OLA
Underpinning Contract

148. What are the conditions present in SLA?

The conditions are:

Start
Stop
Pause
 Reset

149. What are the types of Reference Qualifier?

The types of Reference Qualifier are:

Simple
Dynamic
Advanced

150. Difference between ITIL and ITIL_Admin role?

ITIL can open, update, close incidents, problems, changes, config management items
but ITIL_Admin role has the ability to delete incidents, problems, changes, and other
related entities.

151. What are the types of Catalog Items?

Service Catalog offers a few types of catalog items:

Order Guides
Record Producers
Content Items

152. How can you redirect an end user to a particular page after the record producer is
submitted?

producer.redirect=”home.do”; The following code redirects users to their homepage

after the record producer is submitted.
153. Define Order Guide.

Order guides enable customers to make a single service catalog request that generates
several items.

154. Can we add a catalog item to an order guide?

Yes, by using specific rules.

155. What do you mean by Data Lookup?

Data Lookup is used to define rules that automatically set one or more field values
when certain conditions are met. For example, on Incident forms, there are priority
lookup rules for the sample data that automatically set the incident Priority based on
the incident Impact and Urgency values.

156. How can you remove/hide filter of List Collector?

Set no_filter in Variable attributes of the variable.

157. What is the use of g_user object in servicenow?

We can use GlideUser API to access or get the information about current logged in user
and current user roles.
g_user object is used to access GlideUser methods and properties.
g_user can only be used in client script and UI policies.
158. What is difference between hasRole() and hasRoleExactly()?
g_user.hasRole:-
return true if the current user has the specified role or the admin role.

g_user.hasRoleExactly():-
return true only if the current user has specified role.

g_user.hasRoles():-
returns true only if the current user has atleast one role.

g_user.hasRoleFromList():-
return true if the user has at least one of the specified roles or has the admin role.

159. What is the difference between g_form and g_user?

g_form is a global object in the GlideForm class that references the currently active form.
g_user is a global object in GlideUser that references the currently active user .It contains
information about the current user.
Note:- Both runs on Client Side.

160. Define IT service provider.

IT service provider is a service provider that provides IT services to internal or external

customers.

161. Differentiate between Internal services and External services.

Internal services are delivered between departments or business units in the same
organization.
External services are delivered to external customers.

162. What are the phases/stages of Service Life cycle?

The phases of Service Life cycle are listed below:

1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5.
Continual Service Improvement

163. Types of catalog items

Service Catalog offers a few types of catalog items.

Record producers: giving alternative ways of adding information such as Incidents via
the service catalog.
Order guides: to group multiple catalog items in one request.
Content Items: catalog items which provide information instead of goods or services.
164. Where are we using the “current” and “gs” keywords?
Server side scripting.

165. What is the use of GlideDateTime() in service now?

Use the GlideDateTime methods to perform date-time operations, such as instantiating a

GlideDateTime object, performing date-time calculations, formatting a date-time, or
converting between date-time formats.

166. How to add days to current GlideDateTime() Object?

By using addDaysLocalTime(Number days);

167. How to add months to current glideDdateTime() object?

By using addMonthsLocalTime(Number months);

168. How add Weeks to current GlideDateTime() Object?

By using addWeeksLocalTime(Number weeks);

169. What is the use of web services in service now?

Service Now provides various Inbound and Outbound web services: Inbound web
services allow you to access and modify Service Now data using a client application.
Direct Web Services: query tables and records directly using SOAP, REST, or other web
service formats.

170. What is the use of outbound rest web service in service now?

Service Now outbound REST functionality allows you to retrieve, create, update, or delete
data on a web services server that supports the REST architecture.

171. What is the use of HTML Sanitizer?

The HTML sanitizer automatically cleans up markup in HTML fields. It helps to eliminate
code and protect against security concerns like cross-site scripting attacks.

172. What is metrics in service now?

A metric is calculating field duration in particular table. a metric could measure the
effectiveness of the incident resolution process by calculating how long it takes to resolve
an incident.

173. Name the method used in business rule to trigger event for email notification?

gs.eventQueue("incident.event", current, gs.getUserID(), gs.getUserName());

174. What are all objects used in Client Script ?

These are the objects of Client Script-

GlideForm (g form)

Mobile GlideForm (g form)

GlideUser (g user)

GlideMenu (g menu and g item)

GlideList2 (g_list)

175. What is GlideAggregate in servicenow?

GlideAggregate enables you to easily create database aggregation queries.

The GlideAggregate class is an extension of GlideRecord and provides database aggregation

(COUNT, SUM, MIN, MAX, AVG) queries.

176. How to get current logged in user full name in client script script?
By using g_user.getFullName() method.

177. Different ways to send notifications in servicenow?

Two ways to send notifications in servicenow.
 Evnet based.
 Record update or insert.

178. What function you will use to stop running of business rule in a script?
We can use gr.setWorkflow(false); in script to disable business rule.

179. What is syntax o calling script include from client scripting?

var ga = new GlideAjax('ScriptIncludeExampleThree');

ga.addParam('sysparm_name', "ScriptIncludeFunctionName");
ga.getXML(HelloWorldParse);

function HelloWorldParse(response) {
var answer =
response.responseXML.documentElement.getAttribute("answer");
alert(answer);
}

180. What are error codes in integration?

 Error Object Description Status
Code

BadRequestError Indicates an error in the 400

request, such as
incorrect syntax.

NotFoundError Indicates a requested 404

resource is not available.

NotAcceptableError Indicates the Accept 406

header value passed in
the request is
incompatible with the
web service.

ConflictError Indicates that there is a 409

conflict in the request,
such as multiple
conflicting updates.

UnsupportedMediaTypeError Indicates the request 415

media type is not
supported by the web
service.

Who use Service Now

Employees
To request IT business services.
IT Support staff
To manage service requests, Incidents and problems
Administrators
To manage applications available to selected users, granting them roles and other access controls
Implementers
To deploy process applications and platform features that address an organization business needs
Developers
To create new functionality with scripts or custom applications to extend standard
configuration
 181. What is an object?

JavaScript objects are containers for named values called properties or methods.

All cars have the same properties, but the property values differ from car to car.

var car = {type:"Fiat", model:"500", color:"white"};

182. What is an array?

JavaScript arrays are used to store multiple values in a single variable.

var cars = ["Saab", "Volvo", "BMW"];

183. What is string?

A JavaScript string is zero or more characters written inside quotes.

var carName1 = "Volvo XC60";

var carName2 = 'Volvo XC60';

184. What is for loop?

The for statement creates a loop that is executed as long as a condition is true.

<html>

<body>

<h2>JavaScript For Loop</h2>

<p id="demo"></p>

<script>

var cars = ["BMW", "Volvo", "Saab", "Ford", "Fiat", "Audi"];

var text = "";

var i;

for (i = 0; i < cars.length; i++) {

text += cars[i] + "<br>";

document.getElementById("demo").innerHTML = text;

</script>
</body>

</html>

185. What is function?

A JavaScript function is a block of code designed to perform a particular task. A JavaScript

function is executed when "something" invokes it (calls it).
<html>

<body>

<h2>JavaScript Functions</h2>

<p>This example calls a function which performs a calculation, and returns the result:</p>

<p id="demo"></p>

<script>

function myFunction(p1, p2) {

return p1 * p2;

document.getElementById("demo").innerHTML = myFunction(4, 3);

</script>

</body>

</html>

186. How to set all fields readOnly by using ui policy?

Var fields = g_form.getEditableFields();
For(var i = 0; i<fields.length; i++){
G_form.setReadOnly(fields[i],true);

187. How to set field background color On form?

Var number = g_form.getControl(‘number’);

Number.style.backgroundColor = ‘blue’;

188. What is the difference between setVisible() and setDisplay() functions?

If the field is hidden by using setVisible() method the space is left blank.
If the field is hidden by using setDisplay() method the space is used to display other item.
 Discovery Interview Questions

1. What is discovery in service now?

Discovery is an application in service now which finds computers, servers and network enabled
devices like routers. Once devices and their information are found then discovery updates those
information in CMDB after performing validations. It is also updates information of hardware
and software data related to the device discovered.

2. Why we need discovery?

If your organization wants to update CMDB properly and make sure all devices information are
stored in CMDB automatically then discovery is used.

3. What is the use of probes and sensors?

Probes are used to collect the information of devices and sensors are used to process those
information collected by probes and update them in CMDB.
Probes and sensors get the instructions from mid server via ECC Queue.

4. Types of discovery?
There are two types of discovery Horizontal discovery and top down discovery.

Horizontal discovery:
Horizontal discovery is technique that discovery uses to scan your network find computers and
devices and then populate that data into CMDB it also creates a relationship between CIs.
Example: if there is a computer found by discovery and there is an application found on that
same computer then discovery creates a relationship between these two CIs. Horizontal
discovery is not aware of business services and does not create relationship between CIs based
on business service they are in.

Types of horizontal discovery: network discovery, CI discovery, Cloud discovery, Server less
discovery.

Top down discovery/Service mapping:

Top down discovery is a technique that service mapping uses to find and map CI’s that are part of
business services which is not found by discovery. Example: there is an internal website of your
company which is basically a service that is hosted on a web server and connected to a database
then service mapping will create the relationship between these two server and database CIs.

5. Phases of discovery?
There are 4 phases of discovery:
 Scanning:- which scans for different devices.
 Classification:- which classify what type of device is found.
 Identification:- which determines if a CI for device exists in the CMDB or not
  Exploration:- which looks for the additional information of the same discovered device.

6. What is Mid Server?

Mid server is a java application that runs a windows service on a server in your local network.
The mid server enables communication and the movement of the data between a service now
instance and external applications, data sources and services.

Configuration management data base

 CMDB stands for configuration management database.

It is a data repository that contains all the assets and services managed by a company. This
information includes servers, network devices, applications, services and more.

What is Configuration item?

CI is tangible or intangible device or application in CMDB. Example: computers, servers, business
service, database instance. The laptop or computer you get from your company that is
configuration item.

Query builder

Query builder is Creates relationships between two CI tables Or Creates relationship between CI’s
and Non CMDB tables like incident table.

What are Identification rules in CMDB?

It is used for identify new CI’s and existing CI’s. Identification rules are avoiding duplicate records in
target table. If identification rules are matched while doing import or discovery the existing CI
will update in the CMDB table. If match is not found then new record will be inserted on CMDB
table.

What is a Reconciliation rule in CMDB?

Reconciliation rules specify which data sources can update a table or a set of table attributes.

We are using multiple data sources to get CMDB data. If you are not using reconciliation rules or
definition then you will be having duplicate records.

Which role is needed to manage CMDB?

ecmdb_admin
What are the three main tables of CMDB?
The base configuration item CMDB.

CMDB_CI.

Cmdb_rel_ci.

What is CMDB health?

It provides single view of monitoring and maintaining the health of CMDB data. It indicates such as
duplicate CI’s, required CI fields, completeness, correctness and the health of CI relationships in
the CMDB table.

What is CI class manager in CMDB?

Use the CI Class Manager to create a CI class, to update identification and reconciliation rules, to display CI
relationships, and to configure CMDB health settings.

What is the CMDB Hierarchy?

When we click on Hierarchy button in CI class Manger it displays CI classes, basic info, attributes,
identification rules, reconciliation rules, relationships, CMDB health and CI list.

My Questions

1. How to give write access to specific field on form?

 You need to make 4 ACL to complete this task.

 1st step > table_name.none (operation=read) {give 2 role A & B}
 2nd step > table_name.none (operation=write) {Role = A & B}
 3rd step > table_name.field_name (operation=write) {Role = A}
[field_name=select name of the field that you want in write mode.]

 4th step > table_name.* (operation=write) {Role = B}


 After complete this , give Role A to the Group or User whom you want to show
one field in write mode.

2. How to pause workflow specified period of time?

 We can do that by using workflow timer activity in service now.

3. How to stop to insert new record and just to allow to update record in transform map?

If you want to completely disallow insert then On your Transform Map Click On "Run Script" and use
below code.

if (action == 'insert' ){
ignore = true;
}

4. What is Retroactive Start in SLA?

For example: an incident created with priority is moderate and after some time priority is
changes to critical. A p1 SLA attached to the incident at that time. Retroactive start calculated
resolution time from when a incident has created.

5. What is the use of getXML() and getXMLWait()?

getXML(): it is used when you want to continue processing, even if the results have not been
returned.

getXMLWait(): it is used when you want to stop processing until the results are returned.

6. How to Debug your code in service now?

We need to use gs.log, gs.info, gs.print and gs.debug while dubug server side code.
We need to use java script logs while debug client side code.

7. Import set API?

The import set API allows you to interact with import set tables.

8. Table API?
Table API allows you to perform create, read, update, delete operations on existing table.

POST https://dev84324.service-now.com/api/now/table/{tableName}

9. How to schedule report only in week days?

We need to put condition:
function answer(){
var now = new GlideDateTime();
return now.getDayOfWeek() < 6;
}
answer();
10. How to send birth days notification to the user in servicenow?

var date =
"u_birth_dayONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0)"; // get
this encoded query depending on your field on user table
var gr = new GlideRecord('sys_user');

gr.addEncodedQuery(date);
gr.query();

while(gr.next())

//gs.log(gr.email ,'prateek_new');
gs.eventQueue("user_birthday",gr, gr.email);

11. How to call email script in notification?

${mail_script:Email_script_name}

12. How to get record link in notication?

${URI}

13. How to get record number as a link in notification?

${URI_REF}

14. How to call event parameters in notification?

${event.Parm1}

15. How to send report in notification?

${report:reportID:sys_id}

${report:dashboardID:sys_id}

16. How to stop form submition by using client script?

function onSubmit() {
if (g_form.getValue('category') == 'network') {
var ticket = confirm('not able to submit form');
if (ticket == true) {
return false;
} else{
return true;
}

}
 }

17. How to stop submitting form by using business rule?

If(current.category == ‘hardware’){

gs.addErrorMessage(‘Not allow to submit the form’);

current.setAbortAction(‘true’);
}

18. How to pass value from one activity to another in workflow of service now?

workflow.scratchpad.Category = current.category;

19. What is the use of wait for condition and when to use it in workflow?
We are creating some catalog task based on the condition. If you want to wait for all those
tasks are completed then we can you wait for condition.

answer = true;

var grCatTask = new GlideRecord('sc_task');

grCatTask.addQuery('request_item', current.sys_id);

grCatTask.query();

while (grCatTask.next()) {

if (grCatTask.state != 3) { // check if the state of TASK is not closed

answer = false;

}
}

20. What is the approval coordinator in workflow of service now?

Where my workflow requires approval from approval user and approval group then
approval coordinator is best option.

21. If category is hardware then I want get only hardware CI’s in configuration item field in
incident?
In this case we need to write script include then we can call the script include in reference
qualifier.
Script include Name : GetConfiguration_Item
Category: function(){
gs.addInfoMessage(‘current.category);
 if(current.category == ‘hardware’){
return “sys_class_name = cmdb_ci_hardware”;
}

Reference Qualifier:

Javascript: new GetConfiguration_Item().Category();

22. Transform map scripts execution order?

Onstart: the onstart event script is processed at the start of an import set run, before
any data rows are read.

OnBefore: The onBefore event script is processed at the start of a row transformation,
before the source row is transformed into the target row.

OnAfter: The onAfter event script is processed at the end of a row transformation, after
the source row has been transformed into the target row and saved.

OnComplete: The OnComplete event script is processed at the end of an import run,
after all data rows are read and transformed.

23. I don’t want to edit state value in list view by using client script?

function onCellEdit(sysIDs, table, oldValues, newValue, callback) {

var saveAndClose = true;

confirm('Do not allow to update state value');

saveAndClose = false;

callback(saveAndClose);
}

24. How to trigger scheduled job from business rule?

‘scheduled_import_set’ (Scheduled Import Sets)

‘sysauto_script’ (Scheduled Script Execution)

‘sysauto_template’ (Scheduled Template Generation)

‘sysauto_report’ (Scheduled Report)

//Execute a scheduled script job

var rec = new GlideRecord('sysauto_script');
rec.get('name', 'YOUR_JOB_NAME_HERE');
if (typeof SncTriggerSynchronizer != 'undefined')
SncTriggerSynchronizer.executeNow(rec);
else
Packages.com.snc.automation.TriggerSynchronizer.executeNow(rec);

25. How to create child incident in servicenow?

We need to create ui action for this requirement.
Condition: current.active&&IncidentUtils.isCreateChildIncidentEnabled()

function onCreateChildIncident(){
NOW._createChildIncident(g_form.getUniqueValue());
}

26. How to update target incident by using rest message in service now?
We need to write transform map script in target table.

if (source.u_incident_number == '') {
var number = new NumberManager('incident');
return number.getNextObjNumberPadded();
} else {
return source.u_incident_number; // return the value to be put into the target field
}