Question-1-Tell me about yourself?

Answer- My name is Ziaur Rahman, I completed my engineering from a well-known college of UP name
Krishna Institute of Engineering and Technology, Currently I am putting up here in Delhi as I am working
with Fikra Solution Pvt Ltd as Consultant Since August 2014 to till date, I was very lucky because my
career is started with growing tool service now. I learn a lot of things working with service now and fikra
but now I am thinking of moving for more growth and for more hard work , for taking more pressure
that’s why I am here. That’s all about me.

Question –2- Why do you want to leave my job?

Answer- I have been working with Fikra for two years and I enjoyed all time with Fikra They all are good
and they all have good relation with me but the thing I am looking for some new opportunities and new
responsibilities actually I don’t want to stagnant or stink water, I want to be like flowing water, This can
be done in same organization but I access that there is no chance of new opportunities and new
challenges in Fikra as if now.

Question-3- What is service now?

Answer- Service now is a product which offers everything as service cloud computing including platform
as service, enterprise enterprise service management software for human resources, law, facilities
management, finance, marketing, and field operations. ServiceNow specializes in ITSM applications and
provides forms-based workflow application development. ServiceNow has integration options for
platforms such as Salesforce, JIRA, SharePoint, and BMC Remedy Action Request System.

Question-4- What is client Script? What are types of client Script?

Answer- Client Script is the Java script which runs on the client side such as on the browser.
Type When Runs

On Load The System Loads a form

On Change When a field changes

On Submit When a user saves form

On Cell Edit A list cell value changes

Question-5- What is the Business Rule? Types of Business Rule? Explain all

Answer - A business rule is a server-side script that runs when a record is displayed, inserted, updated,
or deleted, or when a table is queried. We Use business rules when we want to automatically change
values in form fields when certain conditions are met, or to create events for email notifications and
script actions.
Question-6- What is Script Include? Why do we Use this?

Answer- Script Include is server side script which defines either an object class or a function. Script
includes run only when called by a server script. It also helps us to get the data from the server. In script
include this.getParameter(‘sysparm_firstname’)-to take the values sent from glideajax
Question-7-Can we call a server side script into client side?
Answer- Yes, We can use glide Ajax and script include.
if yes then how?-thru script include(si) and glideajax(ga).si calls the record from server side and ga takes
it from si to client side.

Question-8- What is Glide Ajax? Types of GlideAjax? Syntax?

Answer- The GlideAjax class allows the execution of server-side code from the client. GlideAjax calls pass
parameters to the script includes, and, using naming conventions, allows the use of these parameters. –
types synchronous and async, getXmlWait() is used then it means gA is sync,while if we use getXml()
then it is async, callback func is used in async but not in sync.

ga.addParam('sysparm_user_name',"Bob");-is used to send the value to

script include.

getXmlWait() - Synchronous

getXml() - Asynchronous

getXmlAnswer() -

Question-9- What is GlideRecord? Why do we use it?

Answer- GlideRecord

∙ is used for database operations instead of writing SQL queries.

∙ is an object that contains zero or more records from one table. Another way to say this is
that a GlideRecord is an ordered list.

Question-10-What is UI Policy?

Answer-UI policy is the policy which defines the attribute of the field like if we want to make the
field mandatory, visible and read only.

Question-11- What are the Data Policies?

Answer- Data policies enable you to enforce data consistency by setting mandatory and read-only states
for fields. Data policies are similar to UI policies, but UI policies only apply to data entered on a form
through the standard browser. Data policies can apply rules to all data entered into the system,
including data brought in through email, import sets or web services and data entered through the
mobile UI.

Question-12-. Difference between UI Policy and Data Policy?

Answer- UI policy is client side and the Data policy is "server side". So UI Policy is more useful if you
want to display fields and data policy if you want to make mandatory or read-only fields (without
ACLs).
data policy doesn’t support visibility support
ACLs with Visibility will not convert.
Works with Domain Admin.
Question-13- What is UI Action? is it ClientSide or ServerSide?

Answer- UI actions add buttons, links, and context menu items on forms and lists, making the UI more
interactive, customizable, and specific to user activities .Both by ticking the checkbox.

Question-14-What is the update set?

Answer- Update Set is like a bucket from which we can move customization, personalization from one
instance to another?

Question-15- What is Service Catalog?

Answer- service catalog is a central repository of goods and services that an IT service desk provides
for its users.It can also be defined as an ordering system for goods and services.

Major components of service catalog are record producer,items,variables,order guides and

workflows.

Order guide-more than one item or groups of item on one request

Items-products to be sold

Variables-questions that helps to specify the product

Question-16- Tell me 5 activities of workflow?

Answer- approval activity, condition activity, notification activity, timer activity, task activities. (ACNTT)

Question-17- What do you mean by data Lookup rules or assignment rules?

Answer- ServiceNow can automatically assign a task to a user or group based on predefined conditions
by using:

∙ Data lookup rules

∙ Assignment rules

Question-18- What is a Transform Map?

Answer- A transform map is a set of field maps that determine the relationships between fields in an
import set and fields in an existing ServiceNow table, such as Incidents [incident] or Users [sys_user]

Question-19- What is the parent table for Incident, Change , Problem

Management? Answer- Task Table

Question-20- What is SLA? And what is a retroactive start in the SLA?

Answer- A Service Level Agreement, or SLA, is a record which defines a set amount of time for a task to
reach a certain condition. If the task does not reach the condition by a set amount of time, it is marked
Breached.
The only difference between SLAs, OLAs, and Underpinning Contracts is the Type field on the Task SLA
form.
We can use retroactive start to retain the timing information for an SLA when a task record changes. For
example, an incident is raised with a priority of 3 - Moderate and the priority changes to 1 - Critical after
3 hours. A priority 1 SLA is attached to the incident at that time. You can use retroactive start to ensure
this SLA timing is adjusted retroactively to count from when the incident was first created, rather than
from when the incident's priority changed.

Question-21- What is a Record Producer?

Answer- A record producer is a type of a catalog item that allows users to create task-based records
from the service catalog.For example you can create a change record or problem record using record
producer. 5 Record producers provide an alternative way to create records through service catalog.

Question-22- What is Coalesce?

Answer- Coalesce is a property of a field that we use in transform map field mapping.When we set the
coalesce as true for a field mapping it signifies that this field will work as unique key.If a field match is
found with the coalesce field, then existing record will be updated with the imported information in
target table else a new record will be inserted into the target table.

Question-23- What is Domain Separation?

Answer-Domain separation is a way to separate data into (and optionally to separate administration by)
logically-defined domains. For example A client XYZ has two businesses and they are using servicenow
single instance for both business.They do not want that user's from one business can see data of other
business.Here we can configure domain separation to isolate the records from both businesses.

Question-24- What do you mean by Table in ServiceNow?

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

Question-25- What is Data Look UP?

Answer- Data look up is the way to populate the information based on rules , It works by storing a matrix
of several combinations in a Data Lookup table that you build. When a record or field is inserted or updated,
the platform searches this table for matches. If one is found, data is set.
Question-26- What is the full form of XML?

Answer- Extensible MarkUp Language.

Question-27- What is domain separation?

Answer- Domain Separation is designed to control what fulfillers can see and do. ServiceNow applications
have been typically designed so that a fulfiller has access to all the tasks in a particular application, and the
application works consistently for each person. Domain Separation tags configuration and data so that the
platform can choose what is relevant for a particular user at the appropriate time.

Question-28- What is Glide Ajax? How to use it?

Answer- the GlideAjax class allows the execution of server-side code from the client. GlideAjax calls pass
parameters to the script includes, and, using naming conventions, allows the use of these parameters.

Using Glide Ajax-

▪ Initialize GlideAjax with the name of the script that you want to use. ▪ When creating the
script include, you must set the name field to be exactly the same as the class name
▪ When creating the script, you must select the Client callable check box. ▪ Specify the parameter
sysparm_name. GlideAjax uses sysparm_name to find which function to use.
▪ Any extra parameters may be passed in, all of which must begin with sysparm_.

▪ Code is then executed with the getXML() or getXMLWait() functions.

Question-29- What is the flow process of Incident?

Answer- 1- Identify Incident, 2- logging Incident, 3- Categorizing Incident,4- Prioritization of Incident, 5-

Diagnosis of Incident, 6- Escalation Incident, 7- Recovery and Resolution Incident,8- Closer of Incident, 9-
Continual of Incident.

Question-30- What is Glide System?

Answer- Glide System is the collection of method and access system level information- logged in user, date
and time, general, it is executed on the server side.
Question -31- What is Workflow?

Answer-31- The workflow engine automates multi-step processes and is used throughout the
ServiceNow system. Each workflow has a sequence of activities, such as generating records, notifying
users of pending approvals, or running scripts.

Question-32- What is Process Order of Access Control Limit?

Answer- Field ACL rules are processed in the following order:

1. Match the table and field name. For example, incident.number.

2. Match the parent table and field name. For example, task.number.
3. Match any table (wildcard) and field name. For example, *.number.
4. Match the table and any field (wildcard). For example, incident.*.
5. Match the parent table and any field (wildcard). For example, task.*.
6. Match any table (wildcard) and any field (wildcard). For example, *.*.

Table ACL rules are processed in the following order:

1. Match the table name. For example, incident.

 2. Match the parent table name. For example, task.
3. Match any table name (wildcard). For example, *.

Question- 33- What are the three conditions for SLA?

Answer-33- Three condition for an SLA is as such:

a) Start Condition
b) Pause Condition
c) Stop Condition

Question-34- What are the SLA stages?

Answer

The following stage values are defined for Task SLA records:

▪ In progress
▪ Achieved
▪ Breached
▪ Canceled
▪ Paused
▪ Completed

Question-35- What are the two base tables in SN?

Answer- 1- Task Table, 2- CMBD_CI

Question-36- What is a retroactive start in SLA?

Answer- It is used for attaching SLA from a particular created date & time without attaching SLA on the
opened time.

Question-37- What is stored in CMDB?

Answer- Measurable tangible and intangible data of a CI.

Question-38- What is the process flow of Service Catalogue?

Answer- Service Catalog process flow is creating, publishing, and requesting.

Question-39- What are the basic three component of workflow?

Answer-1- Approval, 2- Notification, 3- Task

Question-40- Does ESS has a role?

Answer- No
Question-41- What is variable set?

Answer- Units of Variable that can be shared between two Catalogue Items.

Question-42- What are the work flow stages?

Answer- Waiting for Approval >Fulfillment> Delivery> Completed

Question-43- Which Table is service catalogue workflow on?

Answer- sc_request

Question-44- What is difference between Business Rule and Global Business Rule?

Answer- Business rules react to changes on a record on a specific table. For example, when an incident is
created, trigger a specific business rule.
Global business rules use "Global" as the table. They don't obey the same set of conditions. Usually, they
are used to define functions that can be called from other server side scripts, but have been deprecated
with the use of script includes.

Question-45- Why Business Rule is called “Business” Rule?

Answer- Business Rule is called Business Rule because it is used to apply business or process logic to the
application on the service now.

Question-46- What is predefined variables in Business Rule?

Answer-Whenever a Business Rule runs, it has access to several variables provided by

the platform:

• Current: This is a GlideRecord object that represents the record in question.

Any changes that the user (or a script) has performed on it are available for

inspection.

• previous: This represents the record before any changes have been made.

• g_scratchpad: This is used as a temporary storage area for data;

• gs: We've already met this; it contains several helpful functions for use in

our scripts.

Question-47- What is full form of CSV, PDF, XML?

Answer

CSV: Comma Separated Values (CSV)

PDF: Portable Document Format (PDF)

XML: Extensible Markup Language (XML)

Question-48- What is difference between Table.none and Table.*?

Answer-Table.* is a field level ACL which gives Access to all field on that table.

Table.none is a row level ACL allows you to access records.

Question-49- What is gauge in service now?

Answer- Guage is the method by which we can review last one activity in service now.
Question-50- How to hide categories and variables from the certain user?

Answer- Service Catalog Provides User criteria to make control in access.

Question-51- Can we hide catalogs from user by the user criteria?

Answer- No, We have to use ACLs for Catalogs because a user criterion works only for categories and
variables.

Question-52-How to get normal data from encrypted variable?

Answer- The user needs the role 'claimsEncryptionContext' to view encrypted data. You need to add a
calculated field in request item which gets the decrypted data.

current.variables.<variable_name>.getDecryptedValue()

Question-53- Explain the type of Reference Qualifier?

Answer- There are three type of Reference Qualifier

1-Simple Reference Qualifier- Provide choice lists for you to specify a reference qualifier condition on
the table where the reference field is located.

2-Dynamic Reference Qualifier- Allow you to use a dynamic filter to run a query against a reference field
without having to enter JavaScript code or query strings.

3-Advance Reference Qualifier- Provide a text field for you to create either a static encoded query string
or JavaScript code that references script includes or functions in global business rules.

Question-54- Please tell the major steps to create workflow?

Answer-There are three major steps to creating a workflow:

1. Defining Workflow Properties

2. Adding Workflow Activities

3. Publishing a Workflow

Question-55- What is Glide System?

Answer-The GlideSystem (referred to by the variable name 'gs' in Business Rules) provides a number of
convenient methods to get information about the system, the current logged in user, etc

The Method Detail is in three sections:

• General functions
• Date and Time functions
• User Session functions
Question-56- What is Glide Element?

Answer-GlideElement provides a number of convenient script methods for dealing with fields and their
values. GlideElement methods are available for the fields of the current GlideRecord.

Question-57- What is Glide Aggregate?

Answer-The GlideAggregate class is an extension of GlideRecord and allows database aggregation

(COUNT, SUM, MIN,MAX, AVG) queries to be done.

Question-58- What is Important Difference among Scripts?

Answer-The most important differences among scripts are

▪ the function of the script (what it is used for) and

▪ Whether the script runs on the client or server.

Question-59- In which table Update Set and Customization are stored?

Answer- Update Set= Sys_Update_Set, Customization= Sys_Update_Xml

Question-60-What is Transform Map?

Answer-Transform Map-This bridges the staging table and the target table. The target table can be
any table in ServiceNow – anything from users, to tasks or even configuration. The Transform Map
specifies how data should be copied from the staging table into the target table. A record in the
staging table often results in a record in the target table, but the data can be checked or manipulated.
Scripts can be run during the transform.

Question-61- What is a ServiceNow integration?

Answer-Integration is the exchange of information between company applications and a ServiceNow

instance.

Question-62- Do integrations need to be done before the ServiceNow implementation

goes live?

Answer-You can establish integrations before or after the ServiceNow implementation goes live,
however the best practice is to enable integrations before your implementation goes live.

Question-63-What are import sets?

Answer-The Import Sets workspace provides tables that are a staging area for your data. Data in
multiple formats is accepted and transformations can be done before passing the data to your
ServiceNow instance.
Question-64- What is full form of API and define it?

Answer-64- APIs (Application Programming Interfaces) provide classes and methods that you can use in
scripts to define functionality. ServiceNow provides APIs as JavaScript classes, web services, and other
points of connection for integrations.
Question-65- What is Glide Class Overview?

Answer-65- Glide Class Overview

Table-1-Server-Side Glide Classes

Class Description

Glide Record Use this class for database operations instead of writing SQL queries, Glide
Record is a special Java class that can be used in JavaScript exactly as if it were a
native JavaScript class. A Glide Record is an object that contains records from a
single table.

Glide Element Use this class to operate on the fields of the current Glide Record.

Glide System Use this class to get information about the system

Glide Aggregate Use this class to perform database aggregation queries, such COUNT, SUM,
MIN, MAX, and AVG, for creating customized reports or calculations in
calculated fields

Glide Date & Time Use this class to perform date-time operations, such as date-time
calculations, formatting a date-time, or converting between date-time
formats.

Table-2- Client-Side Glide Classes

Class Description

Glide Ajax Use this class to execute server-side code from the client

GlideDialog windo Use this class to display a dialog window.

Glide Form Use this class to customize forms

Glide Menu Use this class to customize UI Context Menu items.

Glide User Use this class to get session information about the current user and current
user roles.

Glide List2 Use this class to customize (v2) lists, including normal lists and related lists.

Question-66- Use business rules and client scripts to control field values?

Answer- Implement both business rules and client scripts for a field to enable users to set record values
properly using both forms and lists, and to see immediate changes to the values in forms as edits are
made.

The problem with using only a client script or a business rule to control updates to a field is that fields
can be changed on either a form or a list. Client scripts and UI policies run on forms only (client-side) and
do not apply to list editing. Allowing list editing with client scripts running on fields in a form can result
in incorrect data being saved to the record. For systems in which client scripts or UI policies apply to
forms, either disable list editing or create appropriate business rules or access control to control the
setting of values in the list editor. A side effect of this is that security measures implemented in client
scripts are easy to circumvent. The user only needs to edit the field in a list.

Business rules on a form are not dynamic, the user must update the record for the change to be seen.
This makes using client scripts the preferred method for controlling field values on forms.

When using both a business rule and client script to control field values, the update behavior is the same
across the system. This means that updated values are not different depending on whether a list of form
is used to make the change. This means that the same functionality must be implemented twice, once in
a client script and once in a business rule or access control

Example-1

An organization has a client script that sets the email address for a user to first.last@company.com. The
administrator likes this because he can see the email address immediately when he enters the user's
information. The administrator then performs a bulk import of users from a spreadsheet containing the
users' first and last names. His expectation is that each user's email address will be set automatically, as
they are when he edits the form. Since the client script runs only on the form (the interface to the
record), it has no effect on data imported into the record from outside that interface, and no email
addresses are created. To solve this problem, the administrator implements a business rule that runs
when the import occurs and creates the email addresses.

Example-2

An organization wants to hide the Priority field on an incident form if the assignment group is
Development. They create a UI policy on the incident form to do this, but their users can still see and
edit the Priority field using the list editor. To rectify this, apply an access control to prevent read access
to the Priorityfield when the assignment group is Development.

Question-67- What is UI Marcos?

Answer- UI macros define modular, reusable components in the ServiceNow platform. For example, UI
Macros are used to apply formatters to various forms within ServiceNow that provide additional
information about the form without using a field.