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1. What is ServiceNow?
Answer:
ServiceNow is a cloud-based platform that provides software-as-a-service (SaaS) for IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), and other enterprise services. It offers a variety of modules and applications to automate business processes such as incident management, change management, asset management, and more, helping organizations streamline their workflows.

2. What are the key features of ServiceNow?
Answer:

  • Cloud-based platform: Accessible from anywhere with internet access.
  • Multi-instance architecture: Provides each customer with their own instance for more control and customization.
  • IT Service Management (ITSM): Offers modules for managing incidents, problems, changes, and requests.
  • CMDB (Configuration Management Database): Stores information about IT infrastructure, assets, and services.
  • Automation: Supports automation through workflows, scripts, and integrations.
  • User-friendly interface: Provides an easy-to-use interface for end-users and administrators.
  • Service Portal: Customizable web interface for accessing services.

3. What is an Update Set in ServiceNow?
Answer:
An Update Set in ServiceNow is a group of configuration changes that can be moved from one instance of ServiceNow to another. It tracks changes made to applications and configuration items (like forms, workflows, business rules) and can be used for migrating configurations between development, testing, and production environments.

4. What is a CMDB in ServiceNow?
Answer:
A Configuration Management Database (CMDB) is a repository used to store information about hardware and software assets (called Configuration Items, or CIs) and their relationships within an organization's IT environment. It is essential for managing IT infrastructure and services, enabling better incident, problem, and change management.

5. What is an Incident in ServiceNow?
Answer:
An Incident in ServiceNow is an unplanned interruption or reduction in the quality of an IT service. The Incident Management process aims to restore normal service operations as quickly as possible with minimal disruption to business processes.

6. What is a Business Rule in ServiceNow?
Answer:
A Business Rule is a server-side script that is executed whenever records in a table are inserted, updated, deleted, or queried. Business rules allow administrators to enforce data policies, perform actions (like sending notifications), and apply logic based on certain conditions.

7. What are Client Scripts in ServiceNow?
Answer:
Client Scripts are JavaScript scripts that run on the client-side (browser) and are triggered by events such as loading a form, changing a field value, submitting a form, or resetting a form. They help control form behaviors, such as field validation and autofill.

8. What is a Workflow in ServiceNow?
Answer:
A Workflow in ServiceNow is a series of automated tasks, approvals, and conditions that can be applied to records in the system. Workflows allow for the automation of business processes such as incident handling, request fulfillment, and approval processes.

9. What are ServiceNow Roles?
Answer:
In ServiceNow, roles are assigned to users to define their access permissions. Roles control what users can see and do within the platform. Common roles include:

  • admin: Full access to all system features and configurations.
  • itil: Access to ITSM modules, such as incident, problem, and change management.
  • catalog_admin: Access to administer service catalogs and items.

10. What is a Record Producer in ServiceNow?
Answer:
A Record Producer is a type of catalog item in ServiceNow that allows users to create records (such as incidents or requests) from the Service Catalog. It provides a simplified, user-friendly interface for users to submit requests without needing to navigate the full ServiceNow interface.

11. How does ServiceNow handle notifications?
Answer:
ServiceNow handles notifications through Email Notifications and SMS Notifications. Notifications can be configured to trigger when specific conditions are met, such as when an incident is created, updated, or closed. They can be customized to include relevant information and sent to specific users or groups.

12. What is a Glide Record in ServiceNow?
Answer:
A GlideRecord is a special JavaScript object in ServiceNow used for querying and interacting with the records in a ServiceNow database. It allows administrators and developers to perform CRUD (Create, Read, Update, Delete) operations on ServiceNow tables.

Example:

var gr = new GlideRecord('incident');
gr.addQuery('priority', 1);
gr.query();
while (gr.next()) {
  gs.log(gr.number + ' - ' + gr.short_description);
}

13. What is a Transform Map in ServiceNow?
Answer:
A Transform Map in ServiceNow is used to map data from an external source (such as a CSV or Excel file) into ServiceNow tables. It helps convert and import data from external systems into ServiceNow by defining how source fields map to target fields in the destination table.

14. What is a SLA in ServiceNow?
Answer:
A Service Level Agreement (SLA) in ServiceNow is a contract between a service provider and a customer that defines the expected level of service. SLAs can be applied to incidents, requests, and other records to track the time it takes to resolve or fulfill the request, ensuring compliance with defined performance targets.

15. What is a UI Policy in ServiceNow?
Answer:
A UI Policy is a set of conditions that dynamically controls the behavior of form fields. UI policies can be used to make fields mandatory, read-only, or hidden based on the value of other fields on the form.

Example:

  • If the Priority field is set to "High," then the Impact field becomes mandatory.

16. What are the different types of tables in ServiceNow?
Answer:

  • Base Tables: The core tables provided by ServiceNow (e.g., the task table).
  • Extended Tables: Tables that inherit fields and behavior from base tables (e.g., the incident and change_request tables, which extend from the task table).
  • Custom Tables: Tables created by users or administrators to store custom data for specific business needs.

17. What is the difference between Client Script and Business Rule?
Answer:

  • Client Script: Runs on the client-side (browser) and is used to interact with the form (e.g., field validation, dynamic form behaviors).
  • Business Rule: Runs on the server-side and can be triggered by database actions such as record insert, update, or delete.

18. How does ServiceNow integrate with other systems?
Answer:
ServiceNow integrates with other systems using:

  • REST APIs and SOAP APIs: ServiceNow provides out-of-the-box REST and SOAP APIs to interact with external systems.
  • IntegrationHub: Allows administrators to build and automate integrations with other systems via low-code workflows.
  • Import Sets: Used to import data from external sources such as CSV files or external databases.
  • MID Server: Facilitates communication between ServiceNow and external systems located behind firewalls.

19. What is a Scoped Application in ServiceNow?
Answer:
A Scoped Application is an application that runs within its own namespace, ensuring that its configurations, data, and logic are separated from other applications. This enhances security, prevents naming conflicts, and helps with versioning and upgrading applications independently.

20. What is the difference between a View and a Form in ServiceNow?
Answer:

  • Form: A representation of a record where fields are displayed for viewing or editing.
  • View: A specific arrangement of fields on a form. Different views can be created to show different sets of fields for different users or use cases (e.g., a simplified view for end-users and a detailed view for IT staff).
ServiceNow basic interview questions and answers
Working Code Asked question September 17, 2024