ServiceNow Interview Questions

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Q. What is servicenow?
ServiceNow is a cloud based ITSM tool. Please check the below url before attending a service-now interview.
Q. What do you mean by term “Application” in servicenow?
Application is a group of modules which provides its related information.For example change application provides the information related to change process. It consist of modules like create change ticket,view change tickets etc.
Q. What is the latest servicenow user interface and when it was released?
The latest user interface is UI14 interface.It came in Eureka release
Q. What is full form of CMDB ?
Configuration Management Database
Q. What is CMDB Baseline ?
CMDB baselines helps to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. Baseline is the snapshot of a CI
Q. How to enable or disable an application ?
Navigate to “Application Menus” module under system definition application.Open the respective application that require to be enable or disable.Set active as true to enable it or set active to false to disable it
Q. What is a view ?
View defines the arrangement of fields on a form or a list. For one single form we can define multiple views according to the user preferences or requirement.
Q. What is ACL?
An ACL is access control list that defines what data a user can access and how they can access it in service now.
Q. What do you mean by impersonating a user? How it is useful?
Impersonating a user means that you can log in to the system as that user and can have feel how the service-now UI is set for that user.This is very useful while testing.For example if you are required to test that a user can access change form or not.You can impersonate that user and can test instead of logging out from your session and logging again with that user credentials.
Q. Which is the Parent table for incident,change and problem ?
Task table
Q. What is a record producer ?
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. Record producers provides an alternative way to create records through service catalog
Q. What is dictionary override?
Dictionary Overrides provides the capability to override several properties of a field in extended table.For example change table is extended from task table.There is a field named status in task table and set as read-only.When we use this field in change form it will show be a read only.We can set this to non-read only by using the dictionary override.Similarly there are other properties that can be set for the fields in extended table.
Q. What do you mean by coalesce?
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
Q. What is an UI policy?
UI policies are alternative to client scripts.It can be used to set a field as mandatory, readonly and visible on a form. You can also use UI policy for dynamically changing a field on a form.
Q. What is a data policy?
Data policy checks the mandatory and read-only of a field whenever a record is inserted or updated through a web-service or import set.For example: If a mandatory field in the incoming record (from import set or web-service) is empty then the data policy will not allow to insert that record into the table.
Q. What is difference between UI policy and data policy ?
UI policy acts when a record is inserted or updated through a servicenow UI i.e servicenow forms while data policy acts whenever a record is inserted or updated into database through any means.
Q. What is a client script?
Client script sits on the client side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit)
Q. How can you cancel a form submission through client script?
In the onSubmit function return false. function onSubmit() {
                     return false;
Q. What is a business rule?
Business rule is server side scripting that executes whenever a record is inserted, updated, deleted, displayed or queried.The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule ‘on display’, ‘on before’ or ‘on after’ of an action (insert,delete,update) is performed.
Q. Can you call a business rule through a client script
Yes you can call a business rule through a clientscript by using glideajax
Q. What is a gliderecord?
Gliderecord is a javaclass that is used for database operations instead of writing SQL queries.
Q. What do you mean by data lookup and record matching?
Datalookup and record matching feature helps to set a field value based on some condition instead of writing scripts. For example:on Incident forms, the priority lookup rules sample data automatically sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow to specify the conditions and fields where they want data lookups to occur.
Q. What is an update set?
Update set is a group of customization.It captures the customization or configuration changes made by a user and then these update sets can be moved from one instance to another. For example if we made some configuration changes in our development environment and want same changes in our test environment then we can capture all the changes in an update set and can move this update set to the test environment instead of doing changes manually in test environment.
Q. What is a sys_id?
A unique 32-character GUID that identify each record created in each table in servicenow
Q. What is LDAP Integration and its use?
LDAP is Lightweight Directory Access Protocol.It is used for user data population and User authentication. Servicenow integrates with LDAP directory to streamline the user log in process and to automate the creation of user and assigning them roles
Q. How to set a field unique on table
Go to that respective field dictionary and set the unique check box to true.
Q. What is data dictionary?
Data dictionary defines every table and field in the system. It contains information about a field’s data type,default value, dependency, and other attributes
Q. What happens when a user make some changes the homepage ?
When a user make some changes on the homepage then that pages is saved as his personalized homepage instead of updation on the actual homepage.For example home page name is Incident overview.When a user make some changes on it then this page is saved as My incident overview and is only visible to that user.
Q. What role you are required to create/update ACL?
Q. How you can check on which servicenow instance node you are working ?
Goto SystemDiagnostic -> Stats. Statistic page will be open where you can get the details of node and the instance on which you are working on
Q. How to enable or disable the pie chart labels
To enable or disable the labels in pie chart we need to set the property glide.ui.chart.pie.labels to true or false.
Q. What is installation exit?
Installation exits are customizations that exit from Java to call a script before returning back to Java. Navigate to System Definition > Installation Exits. Some installation exit names (Login, Logout, ValidatePassword, ExternalAuthentication) are reserved and cannot be changed. Other installation exits can override these with custom script that replaces the script in the default installation exit.
Q. What is import set?
Import Sets is a tool used to import data from various data sources and, then using transform map, map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.
Q. What is transform Map?
A transform map transform the record 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 target table
Q. 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.
Q. Which searching technique is used to search a text or record in Servicenow ?
Zing is the text indexing and search engine that performs all text searches in ServiceNow.
Q. What does the Client Transaction Timings plugin does?
The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.
Q. What is inactivity monitor?
An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.
Q. What is domain separation?
Domain separation is a way to separate data into (and optionally to separate administration by) logically-defined domains. For example A client XYZ have two business and they are using servicenow single instance for both 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 business.
Q. How you can remove Remember me check box from login page?
You can set the property – “glide.ui.forgetme” to true to remove the Remember me check box from login page.
Q. What is HTML Sanitizer?
The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.
Q. Which table is used in servicenow to audit changes to records?
ServiceNow uses the Sys Audit [sys_audit] table to audit changes to records.
Q. What is 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.
Q. What is a dashboard?
Dashboard is a visual collection of reports and paralytics presented as KPI scorecards and indicator summary tab.
Q. What is scorecard?
A scorecard can be used to measure the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the indicators that you want to measure. Scorecards can be enhanced by adding targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series (totals and averages).
Q. What do you mean by indicators in performance analytics in servicenow
Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.
Q. 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();
Q. What is client transaction timing?
Client transaction timing provides more information on the duration of transactions between the client and the server.This require to activate the plugin – “Client transaction timing plugin”.
Q. What asetWorkflow(e) function does?
setWorkflow(e) enables or disables the running of business rules that might normally be triggered by subsequent actions. If the e parameter is set to false, an insert/update will not be audited. Auditing only happens when the parameter is set to true for a GlideRecord operation.
e – Boolean variable that if true (default) enables business rules, and if false to disables them.
Q. What the setForceUpdate() function does?
setForceUpdate() updates the record even if there is no changes on the record.
Q. What is the significance of setLimit(n) function.
setLimit(n) functions limits the number of records to query by Gliderecord().
Q. 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.
var gr = new GlideRecord(‘incident’);
short_description = “Test from Examsmyntra” ;
Q. How to get the row count in a gliderecord?
By using the getRowCount() function you can retrieve the number of rows.
Q. What is the difference between deleteMultiple() and deleteRecord()
deleteMultiple() deletes multiple records according to the current “where” clause. Does not delete attachments, whereas deleteRecord() deletes single record.
Q. How to restrict users to upload an attachment in servicenow
Following is the step wise step process:
Navigate to System Properties > Security.
In the Attachment limits and behavior section, locate the List of roles (comma-separated) that can create attachments: property (glide.attachment.role).
Enter one or more roles separated by commas.
Only roles listed in this property are able to upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms.
Click Save.
Q. How to disable attachment on a specific servicenow table?
Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.
Q. What is the significance of cascade variable checkbox in order guide ?
Check box to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items.
Q. What are Gauges ?
A gauge can be based on a report and can be put on a homepage or a content page.
Q. What do you mean by Metrics in ServiceNow?
Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.
Q. How may types of search is available in ServiceNow ?
Use any of the following searches to find information in ServiceNow:
Lists: find records in a list;
Global text search: find records in multiple tables from a single search field.
Knowledge base: find knowledge articles.
Navigation filter: filter the items in the application navigator.
Search screens: use a form­like interface to search for records in a table. Administrators can create these custom modules.
Q. Which roles are used by Knowledge management?
Knowledge management uses these roles knowledge , knowledge_admin , and admin role.
Q. How to create your own report?
Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run and then click New.
Q. How to activate the reporting engine?
Make the glide.report.use_charting_v2 system property to true.
Q. Name few types of reports that you can generate?
Few of reports are:
Q. How to control the script conditions of Access Control Rules apply to a table’s reference fields ?
You can Add glide.sys_reference_row_check to the System properties and set to true.
Q. How to create an Inbound Email Action?
Navigate to System Policy > Email > Inbound Actions and Click New.
Q. How ServiceNow recognizes Inbound Emails?
Via Watermark or In­Reply­To email header. If These are not present, ServiceNow recognizes email containing a prefix in the subject line.
Q. How to enable automatic user creation from email ?
Set the property glide.pop3readerjob.create_caller to true in system properties.
Q. How to allow locked out users to trigger inbound email actions?
By adding the system property glide.pop3.process_locked_out to true.
Refer for more Information.
Q. Which role is required to create and access baseline?
ecmdb_admin role is required to create and access baselines.
Q. How to change the recipient limit tin email notification?
By setting the system property glide.email.smtp.max_recipients.
Q. What is the difference between ${URI} and ${URI_REF}?
${URI} shows the word LINK where as ${URI_REF} shows the display value of the record as the link text.
Q. How to hide watermark globally?
Create a new property named glide.email.watermark.visible and set it to false.
Q. What is a BSM Map?
BSM Map is a Business Service Management map.It graphically displays the configuration items (CI) that support a business service and indicates the status of those configuration items.
Q. In which table update sets and customization are stored?
Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.
Q. What happens if a Default update set is marked 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.
Q. Does Homepages and Content pages are added to the update sets ?
Homepages and content pages are not added to update sets by default. You must manually add pages to the current update set by unloading them.
Q. What is Reference qualifier?
Reference qualifiers is used to restrict the data that is selectable for a reference field.
Q. What is Performance Analytics in ServiceNow?
Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any key performance indicator (KPI) in the organization.
Q. How to disable client transaction ?
Set the glide.client.track_transaction_timingsproperty to false to disable any client transaction.
Refer for more :
Q. How to change the Homepage layout?
Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.
Q. How to change the banner and list caption background color?
You can change banner and list caption background color by navigating to
System Properties > CSS.
Q. How to create a new role?
Navigate to User Administration > Role and click New.
Q. Can I have more than one function listening to the same thing?
You can, but there is no guarantee of sequencing. You cannot predict what order your event handlers will run.
Q. Which method is used 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.
Q. How do you get the result set from two tables in glide script?
addJoinQuery(joinTable, [primaryField], [joinTableField])
Note : This is not a true DATABASE Join. addJoinQuery() adds a subQuery.
Q. Which object is used to reference the current active form in client script?
g_form object is used to reference the current active form in client script
Q. 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.
Q. State the best practices of client scripts?
Few of the best practices to use client Scripts :
Enclose Code in Functions.
Aviod DOM manipulation, use g_form object.
Avoid global client scripting, etc.
Q. 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.
Q. What is the processing order for Record ACL rules?
Record ACL rules are processed in the following order:
Match the object against field ACL rules.
Match the object against table ACL rules.
User must pass both field and table ACL rules in order to access a record object Relationship.
Q. 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.
Q. How will you get all the records where 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’);
Q. How to set the invalid queries into empty result sets ?
By default queries with invalid field names run but ignore the invalid condition. For more strict query control you can enable the glide.invalid_query.returns_no_rows property which will result in an empty result set for invalid queries.
Q. How to determine whether any of the field value in a record have changed ?
By using the method changes() you can determine that the field value has been changed for a record.
Q. 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.
Q. Which glide function is used to retrieve the number of rows of a table?
Using getRowCount() method .
For more information, visit  http://wiki.servicenow.com/index.php?title=GlideRecord


  1. Thank you very much for this great information :)

  2. Very Informative and Useful article :) Keep writing the good things.

  3. Very Informative!!!! Thank you for your help

  4. Nice, Thanks for the details, Good article

  5. thanks for this course. very informative and easy to understand.