Difference Between ServiceNow & Salesforce?
Function |
ServiceNow |
Salesforce |
Platforms Supported |
Web-based, iPhone & Android app |
Web-based, Windows phone app |
Typical Customers |
Enterprise & Mid-size business Customers |
Enterprise, Small & MId-sie business
Customers |
Support |
Phone & Online Support, Knowledgebase, Video
tutorials |
Phone & Online Support, Knowledgebase, Video
tutorials |
Integrations |
OpsGenie, PagerDuty, Workato |
MailChimp, Trello |
Security |
No CSA, CCM Certification |
CSA, CCM Certification |
Encryption |
No encryption i.e sensitive data which is at rest |
Encryption of sensitive data at rest |
Access Control |
No multifactor in the authentication process |
Multi-factor in the authentication process |
Data Policy |
No data backup in multiple locations |
Data backup in multiple locations |
What is ServiceNow?
Ans: ServiceNow is a cloud-based ITSM platform for automating IT
management workflows and common business processes.
It serves as a ticketing tool.
It is a Saas platform and it function as Paas .
customization can be done using Java script.
ServiceNow provides transparency, enhances
collaboration, and improves the customer experience. With its flexible and
customizable platform, businesses can adapt quickly to changing business needs
and improve overall agility.
The ServiceNow platform easily integrates with
other tools, letting users manage projects, teams and customer interactions
using a variety of apps and plugins. For example, users can perform VMware
AirWatch tasks within the ServiceNow interface. ServiceNow also provides an app
store offering third-party tools.
USERS :
· admin user
·
approver_user
·
itil
·
catalog_admin
· self service user
How to use for a business perspective :
Asset and Configuration : Identify and monitor IT service assets and their
realationships.
Planned and Policy : Define IT strategies and manage projects.
IT services : deliver IT services and support to business users.
IT Operations management : Track and manage IT resources and systems.
Non-IT Services : Automate business process outside of IT
Features of ServiceNow
Asset management. |
Change and release management. |
Configuration management |
Incident management |
IT cost management |
Problem management |
Service catalog |
Demand management |
Simple and consistent |
Flexible and security |
Easy to integrate |
Speed time to production |
All is in the table format |
Approval Process |
Different type of Modules |
Different type of Users |
Update Set |
Functionality in Service Now |
Manage the Data (Group, Users) |
Load the Data |
Export the data |
Import the Data |
Email notification and SM |
Workflow |
Reporting |
Mobile and Desktop views |
Live feeds |
Knowledge Module |
Service Portal |
Content Management System. |
P1 is global issue
if one person is not able to access this is not P1,
P2 across region not around the world
What do you mean by the term “Application” in ServiceNow?
Ans: Application is a group of modules that provides related
information.
For example, a change application provides
information related to the change process. It consists of modules like create
change tickets, view change tickets, etc.
What is the latest ServiceNow user interface and when it was released?
Ans: The latest user interface is the UI16 interface. It came in the Vancore
release
What is the
full form of CMDB?
Ans: Configuration Management Database
What is the
CMDB Baseline?
Ans: CMDB baselines help to understand and control the changes that
have been made to a configuration item(CI) after its Baseline has been created.
The baseline is the snapshot of a CI
How to
enable or disable an application?
Ans: Navigate to the “Application Menus” module under the system
definition application. Open the respective application that requires enabling
or disable. Set active as true to enable it or set active to false to disable
it
What is a
view?
Ans: The 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 requirements.
What is the
ACL?
Ans: An ACL is an access control list that defines what data a user can
access and how they can access it in service now.
What do you
mean by impersonating a user? How it is useful?
Ans: Administrators can impersonate other
authenticated users for testing purposes or better understanding customer issue
and view impersonation logs. The impersonation option is not visible in the
mobile view of the platform. by default, it is visible to admins only. When
impersonating another user, the administrator has access to exactly what that
user can access in the system, including the same menus and modules. The
instance records anything the administrator does while impersonating another
user as having been done by that user.
Note:
Impersonate roles is applicable to only particular session.
User impersonation allows you to temporarily sign
in as a different user / another user without knowing their password or other
authentication credentials.
System Administrators have a superpower called
impersonation. Impersonation allows System Administrators to temporarily become
another authenticated user for testing purposes. Impersonation does not require
knowing another user's password. When impersonating a user, the admin can see
and do exactly what the impersonated user can do.
Elevated
Privilege Roles: It requires the user has to assign
manually to himself. So that he can perform the activity with this role./ can
access the features of the role. this role ends the session last / logout
Elevated
privileges mean higher than normal privileges. Admin
privileges is generally the highest possible privileges, but there can be
different types of Admin privileges (Local Computer Admin, Domain Computer
Admin, Server Admin, etc)
security_admin
: Grant modification access to High Security Settings and modify the
Access Control List
In order to change many security settings,
including the creation of contextual security rules, you need the security_admin
role. Unlike most other roles, admins do not automatically inherit it, and you
also need to activate it when you want to use it. This is designed to reduce
mistakes.
Elevated privileges can allow an individual to
install applications, change system configurations and other settings, access
or modify server systems and their data, and modify the privileges of other
users.
In an environment where there are too many administrators, or
elevated-privilege accounts, there is an increased risk of compromise. When elevated access is persistent or elevated-privilege
accounts use the same credentials to access multiple resources, a compromised
account can become a major breach.
User
group A group is a set of users who share a common
purpose. Members of groups perform tasks such as approving change requests,
resolving incidents, receiving email notifications, or performing change
request tasks. Assign every user to at least one group. A good practice is to
assign roles to groups rather than to users. Administrators can assign roles
quickly to multiple users by adding the users to the group. If a user moves to
another group, the role assigned to the new group is applied automatically.
Roles
Roles control access to features and capabilities in applications and modules.
The admin role provides access to all features and capabilities. After access
has been granted to a role, all the groups or users assigned to the role are
granted the access. Roles can contain other roles, and any access granted to a
role is granted to any role that contains it.
Nested
Roles A role can contain another role(s) within it and
will be automatically added in the group/user if the parent role is granted. In
the below example, admin role contains other 3 roles. Admin role is called the
parent role and the contained roles are called child roles. Use Edit to
add/remove role(s) using slushbucket.
Base
Table and Core Table
Table
which would not extend any table and can be extensible is said to be base
table. Some of the base table are: cmdb, task, task_activity, cmdb_model etc.
Table which exist in base system is said to be core table.
whereas
task table is base table as well as core table both. So,the difference between
base table and core table in servicenow is that Base table may be a core table
(for e.g. task), but it is not necessary that core table is always to be a base
table (for e.g. incident and problem).
To be
specific cmdb_ci and task are called core tables... Base tables are extended, but
itself is not an extended table.
Which is
the Parent table for the incident, change, and problem?
Ans: Task table
What is a record
producer?
Ans: A record producer is a type of catalogue item that allows users to
create task-based records from the service catalogue.
For example, you can create a change record or
problem record using a record producer. Record producers provide an alternative
way to create records through the service catalogue
What is a
dictionary override?
Ans: Dictionary Overrides provides the capability to override several
properties of a field in an extended table.
Dictionary overrides allow system
administrators to define certain field settings on an extended table
differently from those on the parent table without affecting the parent table
or its extended tables. Dictionary overrides are
defined in the dictionary entry record for the field on the parent table.
What do you
mean by coalescing?
Ans: 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 a unique key.
If a field match is found with the coalesce field,
then the existing record will be updated with the imported information in the
target table else a new record will be inserted into the target table
·
If no fields are coalesce fields,
records are always inserted on import.
What is a
UI policy?
Ans: UI policies are alternatives to client scripts. It can be used to
set a field as mandatory, read-only, and visible on a form. You can also use UI
policy for dynamically changing a field on a form.
What is a
data policy?
Ans: 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 inserting that record
into the table.
What is the difference between UI policy and data
policy?
Ans: Data policy gets executed in server- side and UI policy gets
executed on client side. DATA POLICY implements data regularity by keeping as
mandatory or read only field attributes. The UI policy logic gets applied to
data entered in the form whereas the data policy logic gets executed no matter
how a record changes. Scripts cannot be applied to Data policy.
It's often possible to convert a UI Policy to a
Data Policy, and vice versa. On the UI Policy form, you'll find a UI Action
called convert this to Data Policy. This UI Action will only show up if the
following criteria are met: The Run Scripts tick-box on the Advanced view must
not be checked.
We can convert Data Policy into UI Policy and vice
versa. ON the UI policy form we can find a UI action button called convert this
to the Data policy. Clicking this button will automatically generate a new data
policy and will automatically take you to the form that will be displaying the
new record, and from data policy to UI policy we will have to navigate to
System Policy à Rulesà Data Policies, and then click the existing Data Policy,
under the Related Links we will find a Convert this to UI Policy by clicking
that a new UI policy record will appear, after that we need to edit the fields
in it as we need them.
Client and Server-side Programming
ServiceNow uses JavaScript and makes use of both
client-side and server-side programming. Although there are tasks both types
can do, there are some tasks that can only be done client-side and other tasks
that can only be done server-side.
Client-side programming is often preferred by
users, due to the immediate interactivity of the scripts. Server-side
programming is often preferred by developers due to eased complexity and better
performance.
Client-side Programming
ServiceNow Client scripts are Javascript that runs
on the client-side (the user's web browser) and instead of the server (on the
server). Often it is used for immediate form changes, form validation, or user
input, and when limited database lookups are needed.
Advantages
§ Can run immediately on field change or form load
§ Can provide interactive windows with AJAX
Disadvantages
§ No sequencing for client scripts running on same
table
§ Can affect performance
§ Limited APIs
§ Can be affected by the type of browser used
Server-side Programming
ServiceNow Server-side programming like business
rules, is JavaScript configured to run when a record is displayed, inserted,
updated, deleted, or when a table is queried.
ServiceNow uses server-side
scripting in areas such as:
§ Business Rules
§ Script Includes
§ Workflow Scripting
§ Transform Map script
Advantages
§ Performance. When running code on the server, it
often has a faster load time and
§ processing time than a client script
§ Not affected by type of browser
§ Can perform complex database lookups
§ Can dot-walk many levels, however three levels is
often a recommend maximum
Disadvantages
• Not as interactive as client scripts, needs an
event like save, delete, or display to run
Client Scripts
Client scripts allow the system to run JavaScript
on the client (web browser) when client-based events occur, such as when a form
loads, after form submission, or when a field changes value.
Use client scripts to configure forms, form fields,
and field values while the user is using the form.
Client
scripts can:
§ 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 value in
other fields
§ modify the options in a choice list based on a
user's role
§ display messages based on a value in a field
To create a
new Client script, navigate to System Definition > Client Scripts and click
on New.
Different
Types of Client Scripts
•
onLoad()
•
onChange()
•
onSubmit()
•
onCellEdit()
onLoad()
onload() client script area will
get executed, when the form is loaded and before the user have entered any
input or data in the form. For e.g. You click on create new incident link and
incident form gets loaded In front of you, which contains some pre-populated
values in fields like requester name, short description, requester email id
etc.
•
let say if
you want to display pop up message with some information to user when the form
loads then you can write code over onload() client script area.
•
let's say
you want logged in user name is requester field when the form gets load, then
you can write code in onload client script area and there are lots of other
examples as well.
onChange()
onChange() client script will
get executed when user change any value in an existing form.
· Let’s take an example of incident form, when user
change the requester name from the requester field then some existing field in
the form become mandatory.
·
Let's take
another example when user fill the assignment group then assigned to field
become mandatory.
· Let's take one more example, when user select the
state as pending then one more field appears i.e. sub status.
onSubmit()
onSubmit() client script will
get executed when use submits the form. The code written in this area is
basically use to validate the form. For e.g.
•
Let’ take
an example of incident form, let’s say you are creating a new incident record
but you have not filled the mandatory details and you click on submit button.
•
Let’ take
an another example, in start date and end data where you have to give the
future dates, but you have given past dates on those field and click on submit
button.
onCellEdit()
onCellEdit() client script will get executed when
user change any value in the list view. Now you are wondering what is the list
view right.
For that navigate to Incident Management and click
on All link or open link or closed link. After click mentioned link you will
find list view. So when user change any value or want to change any value
directly from there, then the code written in onCellEdit() client script will
get executed.
What is a client script?
Ans: Client script sits on the client-side(the browser) and run there
only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit)
How can you cancel a form submission through client
script?
Ans: In the onSubmit function return false. function onSubmit() {
return false;}
What is a business rule?
Ans: A business rule is server-side scripting that executes whenever a
record is inserted, updated, deleted, displayed, or queried.
The When field is a select box that contains 4 different options:
Before, After, Async, and Display.
we cannot call business rule through client script.
You can only get the scratchpad value through display business rule. If you
want to call server side script through client side you need to write script
include and then call it through GlideAjax.
the ASYNC (Queued) business rules are similar to after business rules, but ASYNC rules run in the background, allowing the user to carry out without having to wait for the business rule to complete (after rules are executed synchronously, so the user has to wait for the business rule to complete before gets the control back).
Current.update() used on before
or after business
rule?
Avoid using current.update() in a business rule script. The update()
method triggers business rules to run on the same table for insert
and update operations, leading to a business rule calling itself over
and over. Changes made in before business rules are automatically
saved when all before business rules are complete, and after
business rules are best used for updating related, not current,
objects. When a recursive business rule is detected, the system
stops it and logs the error in the system log.
However,current.update() causes system performance issues
and is never necessary.
You can
prevent recursive business rules by using the setWorkflow() method with the
false parameter. The combination of
the update() and setWorkflow() methods is only recommended in special
circumstances where the normal before and
after guidelines mentioned
above do not meet your requirements.
Can we use GlideAjax in business rule?
We can call script include from client script using
Glideajax. Calling a script include from the business rule or from any
server-side scripting it is very easy and straightforward syntax is there for
that.
Script Includes Script Includes are reusable server-side script
logic that define a function or class. Script Includes execute when called by a
server script.
There are
different types of Script Includes:
On demand/classless
Extend an existing class
Define a new class
Can you
call a business rule through a client script?
Ans: Yes you can call a business rule through a client script by using
glideajax
Can we use g_scratchpad in after business rule?
The g_scratchpad is an empty object you can use to push
information (properties, objects, functions, etc.) from the server to the
client. It is only available in display business rules and client scripts.
Can we use g_scratchpad in Onchange client script?
You can use g_scratchpad directly because it is
globally available
g_scratchpad :
This
JavaScript object is what allows us to pass that precious data into a client
script. By setting properties on g_scratchpad from a Display Business Rule, we
can then access the same object and properties from the browser.
What is a
glide record?
Ans: Gliderecord is a java class that is used for database operations
instead of writing SQL Queries.
What do you
mean by data lookup and record matching?
Ans: Data lookup and record matching feature helps to set a field value
based on some conditions 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 specifying the conditions and fields where they want data lookups to
occur.
What is an
updated set?
Ans: An updated set is a group of customizations. It captures the
customization or configuration changes made by a user and then these update
sets can be moved from one instance to another.
An Update Set
is a group of configuration changes or customizations that can be used to track
all individual developer changes and moving changes from one instance to
another. This feature will allow administrators to group a series of changes
into a particular set and then move them as a unit to other systems for Testing
or Deployment purpose.
Update sets
will track all our developer changes to applications and system platform
features. This allows developers to create new functionality on a
non-production instance and moving thechanges to another instance. Note: An
update set is an XML file that contains: 1. Each set of record details that
should be uniquely identify the update set. 2. Group of customization or
Configuration changes in our instance. 3. A state that can be defining whether
another instance can retrieve and apply configuration changes.
Why use update sets The sys_id, the unique
identifier that marks every Service Now record would be different. This can
cause issues in certain scripting and configuration situations. You may think
you created that customization exactly the same as in development, but may have
missed a few steps in Test or Production. You tested your customizations in
development and they worked. Now in production they work differently. Trying to
diagnose what is different can be pain-staking. If you would have used update
sets to begin with, this issue would not have occurred.
For example, if we made some configuration changes
in our development environment and want some changes in our test environment
then we can capture all the changes in an updated set and can move this update
set to the test environment instead of doing changes manually in a test
environment.
25. What is
a sys_id?
Ans: A unique 32-character GUID that identifies each record created in
each table in ServiceNow
What is
LDAP Integration and its use?
Ans: LDAP is the Lightweight Directory Access Protocol. It is used for
user data population and User authentication. Servicenow integrates with LDAP
directory to streamline the user login process and to automate the creation of
user and assigning them roles
How to set
a field unique on the table?
Ans: Go to that respective field dictionary and set the unique check
box to true.
What is the
data dictionary?
Ans: The 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.
What
happens when a user makes some changes to the homepage?
Ans: When a user makes some changes on the homepage then that page is
saved as his personalized homepage instead of updation on the actual homepage.
For example, the home page name is Incident overview. When a user makes some
changes to it then this page is saved as My incident overview and is only
visible to that user.
What role
you are required to create/update ACL?
Ans: security_admin
How you can
check which ServiceNow instance node you are working on?
Ans: Goto SystemDiagnostic -> Stats. The statistic page will be open
where you can get the details of the node and the instance on which you are
working on
How to
enable or disable the pie chart labels
Ans: To enable or disable the labels in the pie chart we need to set
the property glide.ui.chart.pie.labels to true or false.
What is an
installation exit?
Ans: 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 a custom script that replaces
the script in the default installation exit.
What is an
import set?
Ans: Import Sets is a tool used to import data from various data
sources and, then using transform map, a map that data into ServiceNow tables.
The Import Sets table acts as a staging table for records imported.
What is a
transform Map?
Ans: A transform map transforms the record imported into the ServiceNow
import set table to the target table. It also determines the relationships
between fields displaying in an Import Set table and fields in the target table
What do you
mean by Foreign record insert?
Ans: 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.
Which
searching technique is used to search a text or record in ServiceNow?
Ans: Zing is the text indexing and search engine that performs all text
searches in ServiceNow.
What does
the Client Transaction Timings plugin do?
Ans: 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.
What is an
inactivity monitor?
Ans: 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.
What is
domain separation?
Ans: 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
businesses. They do not want that user’s from one business can see the data
from other businesses. Here we can configure domain separation to isolate the
records from both businesses.
How you can
remove the Remember me check box from the login page?
Ans: You can set the property –
“glide.ui.forgetme” to true to remove the Remember me check box from the login
page.
What is
HTML Sanitizer?
Ans: 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.
Which table
is used in ServiceNow to audit changes to records?
Ans: ServiceNow uses the Sys Audit [sys_audit] table to audit changes
to records.
What is the
Schema map?
Ans: 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.
What is a
dashboard?
Ans: The dashboard is a visual collection of reports and paralytics
presented as KPI scorecards and indicator summary tab.
Dashboards enable you to display multiple
Performance Analytics, reporting, and other widgets on a single screen. Use
dashboards to create a story with data that can be shared with multiple users.
Diff between Dashboard and Homepage is that
1. UI
difference
2.
Dashboard has extra feature called adding tabs.
What is the
scorecard?
Ans: 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).
What do you
mean by indicators in performance analytics in ServiceNow?
Ans: Indicators, also known as metrics, business metrics, or KPIs, are
statistics that businesses track to measure current conditions and to forecast
business trends.
How to set
the default value of a date field to the current date-time value?
Ans: Goto the dictionary of the respective date-time field and set the
default value as javascript: gs.now DateTime;
What is
client transaction timing?
Ans: Client transaction timing provides more information on the
duration of transactions between the client and the server. This requires
activating the plugin – “Client transaction timing plugin”.
What is the
set workflow(e) function does?
Ans: set workflow(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.
Parameters:
e – A boolean variable that if true (default) enables business rules, and if
false to disables them.
ServiceNow Interview Questions and Answers for
Admin
What the
setForceUpdate() function does?
Ans: setForceUpdate() updates the record even if there are no changes
on the record.
What is the
significance of the set limit(n) function?
Ans: set limit(n) functions to limit the number of records to query by
Gliderecord().
Can you
update a record without updating its system fields(like sys_updated_by,
sys_updated_on)?
Ans: 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.
example:
var gr =
new GlideRecord(‘incident’);
gr.query();
if(gr.next()){
gr.autoSysFields(false);
short_description
= “Test from Examsmyntra” ;
gr.update();
}
How to get
the row count in a glide record?
Ans: By using the getRowCount() function you can retrieve the number of
rows.
What is the
difference between deleteMultiple() and deleteRecord()?
Ans: delete multiple() deletes multiple records according to the
current “where” clause. Do not delete attachments, whereas delete record()
deletes the single record.
How to
restrict users to upload an attachment in ServiceNow?
Ans:Following is the stepwise 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.
How to
disable attachments on a specific ServiceNow table?
Ans: Go to the dictionary of that table and add “Add no_attachment” to
the Attributes field.
How do make add attachment mandatory in ServiceNow?
(function executeRule(current, previous /*null when async*/) {
var gr = new GlideRecord("sys_attachment");
gr.addQuery("table_sys_id",
current.sys_id);
gr.query();
if(!gr.next()){
gs.addErrorMessage("Please add attachement");
current.setAbbortAction(true);
}
})(current,
previous);
2.
Condition :
!current.hasAttachements()
(function executeRule(current, previous /*null when async*/) {
gs.addErrorMessage("Attachement not Found");
current.setAbbortAction(true);
}
})(current,
previous);
What is the
significance of the cascade variable checkbox in the order guide?
Ans: Checkbox to select whether the variables used should cascade,
which passes their values to the ordered items. If this checkbox is cleared,
variable information entered in the order guide is not passed on to ordered
items.
What are
Gauges?
Ans: A gauge can be based on a report and can be put on a homepage or a
content page.
What do you
mean by Metrics in ServiceNow?
Ans: 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.
How many
types of searches are available in ServiceNow?
Ans: 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.
Which roles
are used by Knowledge management?
Ans: Knowledge management uses these roles knowledge, knowledge_admin,
and admin role.
How to
create your own report?
Ans: Reports are a way to summarize and analyse data stored in table. They allow users to extract meaningful insights from the data by presenting it in a visual and structured format.
Reports can be created by users to provide insights into business
processes trac performance, identify trends and support data-driven
decision-making. They can be accessed from various locations in the service now platform including dashboards, homepages, and list views and can be exported in a variety of formats such as CV, Excel, PDF and HTML
Navigate to Reports > Create New. In releases prior to Eureka,
navigate to Reports > View / Run and then click New.
How to
activate the reporting engine?
Ans: Make the glide. report.use_charting_v2 system property to true.
Name a few
types of reports that you can generate?
Ans: Few reports are:
- List
- Bar
- Pivot
- Pie
- Calendar
How to
control the script conditions of Access Control Rules apply to a table’s
reference fields?
Ans: You can Add glide.sys_reference_row_check to the System properties
and set it to true.
How to
create an Inbound Email Action?
Ans: Navigate to System Policy > Email > Inbound Actions and
Click New.
How does
ServiceNow recognize Inbound Emails?
Ans: Via Watermark or InReplyTo email header. If These are not
present, ServiceNow recognizes an email containing a prefix in the subject
line.
How to
enable automatic user creation from email?
Ans: Set the property glide.pop3readerjob.create_caller to true in
system properties.
How do
allow locked-out users to trigger inbound email actions?
Ans: By adding the system property glide.pop3.process_locked_out to
true.
Refer for more information : https://wiki.servicenow.com/index.php?title=Inbound_Email_Actions
Which role
is required to create and access the baseline?
Ans: role is required to create and access baselines. To achieve this what all configuration and customizations
are required.
How to
change the recipient limit in the email notifications?
Ans: By setting the system property glide.email.smtp.max_recipients.
What is the
difference between ${URI} and ${URI_REF}?
Ans: ${URI} shows the word LINK whereas ${URI_REF} shows the display
value of the record as the link text.
How to hide
watermark globally?
Ans: Create a new property named glide.email.watermark.visible and set
it to false.
ServiceNow Interview Questions and Answers for
Technical
What is a
BSM Map?
Ans: 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.
In which
table update sets and customization are stored?
Ans: 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.
What
happens if a Default update set is marked as complete?
Ans: If the Default update set is marked Complete, the system creates
another update set named Default1 and uses it as the default update set.
Are Does Homepages
and Content pages added to the update sets?
Ans: 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.
What is a
Reference qualifier?
Ans: Reference qualifiers are used to restrict the data that is
selectable for a reference field.
What is
Performance Analytics in ServiceNow?
Ans: 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.
How to
disable client transactions?
Ans: Set the glide.client.track_transaction_timingsproperty to false to
disable any client transaction.
Refer for more: https://wiki.servicenow.com/index.php?title=Client_Transaction_Timings
How to
change the Homepage layout?
Ans: Administrators can create or modify layouts by navigating to
Homepage Admin > Layouts.
How to
change the banner and list caption background color?
Ans: You can change the banner and list caption background color by
navigating to
System Properties > CSS.
How to
create a new role?
Ans: Navigate to User Administration > Role and click New.
Can I
have more than one function listening to the same thing?
Ans: You can, but there is no guarantee of sequencing. You cannot
predict what order your event handlers will run.
Which
method is used to get all the active/inactive records from a table?
Ans: You can use the addActiveQuery() method to get all the active
records and the addInactiveQuery() to get all inactive records.
How do
you get the result set from two tables in the glide script?
Ans:
addJoinQuery(joinTable,
[primaryField], [joinTableField])
Note: This is not a true DATABASE Join. addJoinQuery() adds a
subQuery.
Which
object is used to reference the currently active form in the client script?
Ans: g_form object is used to reference the currently active form in
the client script
93. Which
object is used to refer to the currently logged-in user in the client script?
Ans: You can use the object g_user object to get the details of the
currently active user.
94. State
the best practices of client scripts?
Ans: Few of the best practices to use client Scripts :
- Enclose Code in Functions.
- Avoid DOM manipulation, use g_form object.
- Avoid global client scripting, etc.
95. How
will you hide/show a field using client script?
Ans: You can use the g_form.setVisible(‘field name’, ‘value’); method
to show/hide a field using client script.
96. What is
the processing order for Record ACL rules?
Ans: 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.
97. How do
you get the records of specified fields which are not null?
Ans: addNotNullQuery(String fieldName) can be used.
Example: To get all the records where ‘name’ is not null.
addNotNullQuery(‘name’);
98. How
will you get all the records where the incident is having a category as
hardware or software?
Ans: 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();
99. How to
set the invalid queries into empty result sets?
Ans: By default queries with the 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.
100. How to
determine whether any of the field values in a record has changed?
Ans: By using the method changes() you can determine that the field
value has been changed for a record.
101. What
is the difference between next() and _next() method?
Ans: The 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.
102. Which
glide function is used to retrieve the number of rows of a table?
Ans: Using getRowCount() method .
For more information, visit https://wiki.servicenow.com/index.php?title=GlideRecord
Is ServiceNow an ERP?
ServiceNow manages IT operations
that integrate with other departments and automates various tasks. ERP stands
for Enterprise Resource Planning, which means creating workflow and processing
information simultaneously, managing employees and assigned tasks, and
providing customer support. ServiceNow does all that an ERP tool should do. And
that’s why some enterprises consider ServiceNow one of the market’s top ERP
tools.
Detail about client script.
Client
script runs on client side and also sits on the browser. The types of client
scripts are OnLoad(), OnChange(), OnSubmit() and OncellEdit().
Define
record producer.
A record
producer is a catalog item that lets users create task-based records from the
Service Catalog. It provides an alternate way for creating records through
Service Catalog.
Name the
searching technique used to search a record or text in ServiceNow.
In
ServiceNow, Zing is the searching technique that performs all text searches.
What do
you understand by HTML Sanitizer?
The HTML Sanitizer is
used to automatically clean up HTML markup in HTML fields. It protects against
security concerns and removes unwanted code. It is active for all instances
beginning with the Eureka release.
Explain
BSM Map.
BSM or
Business Service Management map graphically displays configuration items. These
items indicate the status of Configuration items and support a business
service.
Define
performance analytics.
In
ServiceNow, performance analytics is an additional application that allows
customers to create time series for any KPI and take a snapshot of data at
regular intervals.
What is
the use of a reference qualifier?
It is used
to restrict the data that can be selected for a reference field.
Differentiate between _next() and next() method.
next()
method moves the record to the next in GlideRecord. _next() has the same
functionality as next(), but it is used in cases when a tale having column name
‘next’ is queried.
What is
an ‘application’ in ServiceNow?
It is a
group of modules that give related information. A change application consists
of modules such as create or view change tickets.
Who can
create or update ACL?
security_admin
creates or updates ACL.
What is
meant by domain separation?
It is a way
to separate data into logically defined domains. It is used to isolate the
records of one business from the other.
What is
the function of the set workflow(e)?
Set
workflow (e) disables or enables running business rules that are usually
triggered by subsequent actions. An insert/update will not be audited if the
‘e’ parameter is set to false. When the ‘e’ parameter is set to true, business
rules are enabled.
What
are ServiceNow Metrics?
ServiceNow
metrics measure and record the workflow of individual records. Metrics allow
customers to arm their processes by providing tangible features.
How
locked out users trigger inbound email actions?
Add the
system property glide.pop3.process_locked_out and set it to true.
How do
we get all the active and inactive records from a table?
Use the
addActiveQuery() method for active records and addInactiveQuery() for getting
inactive records.
Determine if any of the field values in a record has changed.
Use the
changes() method to determine if the field value has been changed.
How can
an application be enabled or disabled?
Under the
system definition application, go to the ‘Application Menus’ module. Open the
respective application and set active as accurate to enable or false to disable
it.
What is
dictionary override in ServiceNow?
Using
dictionary override, you can override several field properties in an extended
table. For instance, when you extend a changing table from the task table and
the status field is read-only, you can use dictionary override to change this
to non-read only.
Can
client script be used to call a business rule?
A business
rule can be called through client script by the use of glideajax.
What do
you understand by Gauges?
Gauges are
based on a report and can be put on a content page or a homepage.
Are
content pages and homepages added to the update sets?
By default,
update sets do not include content pages and homepages. The pages must be
manually added to the current update set by unloading.
Define
CMDB.
CMDB
or Configuration management database
is a repository that acts as a data warehouse for IT installations. It includes
data related to a set of IT assets and also descriptive relations among such
assets.
What
are UI policies in ServiceNow?
UI policies
serve as an alternative for client scripts, and when you use UI policies, it
allows you to change a field dynamically on a form.
What is
an inactivity monitor?
An
inactivity monitor triggers an event for a task record inactive for a specific
time. The monitor repeats at regular intervals if the task continues to be
inactive.
What
are glide records?
Gliderecord
is a java class
utilized for database operations instead of writing SQL
queries.
What do
you understand by a ‘view’?
The view is
used to define the arrangement of fields on a list or a form. We can define
multiple views for one single form according to the user requirement.
What is
the data policy?
A data
policy helps you with the enforcement consistency across data by setting
mandatory states and read-only. Much like UI policies, the only difference
between the two is that UI policies are applicable only to the data on forms
you receive from standard browsers.
What is
an Import Set?
It is a
tool that imports data from various data sources, and that data is mapped into
ServiceNow tables using a transform map.
What is
the use of the client transaction timings plugin?
The client
transaction timings plugin is used to enhance the system logs by providing more
information on transaction duration between the server and the client. This
allows tracking down issues.
Tell us
the significance of the cascade variable check box in the order guide.
Cascade
Variable Check Box passes their value to the ordered items. If it is cleared,
the variable information entered is not passed on to ordered items.
How to
reference the currently active form in the client script?
To
reference the currently active form, the g_from object is used.
How is
automatic user creation from email enabled?
For this,
glide.pop3readerjob.create_caller property needs to be set true in system
properties.
How can
you create your report?
A report
can be created by navigating to reports and then click on ‘Create New.’
How can
an attachment on a specific ServiceNow table be disabled?
Add
‘Add no_attachment’ to the attributes field in the dictionary of that
table.
While
using Servicenow, which practices should be followed?
Some of the
practices are:
·
Replace email and spreadsheets with
collaborative workspaces
·
Automate every organization’s business process
·
Aim to structure, automate and enhance the
workflow
·
Develop a modern work environment
What
are the search options in ServiceNow?
The search
options are:
·
Knowledgebase: helps to find knowledge
articles
·
Lists: used to find records in a list
·
Search scenes: custom module created by
administrators
·
Navigation filter: filters the items in the
application navigator
·
Global Text Search: helps record in multiple
task tables
Tell
the sequence of publishing a knowledge article.
Draft ->
Review -> Publish
How can
you delete tables in ServiceNow?
Go to
‘Tables and Columns,’ choose ‘delete’ and type the word ‘delete.’
What is
ACL?
ACL or
Access Control List is a rule that matches the object and permissions required
to access the object.
What is
an update set?
An update
set is a group of customizations that can be moved from instance to
instance.
List
workflow activities.
The
workflow activities include conditions, approvals, tasks, timers, utilities,
and notifications.
What
happens when a request is rejected?
If a
request is rejected, notification is sent, and status is set to cancel. The
service catalog workflow can be attached either manually, automatically based
on conditions, or if no other workflows are attached.
Which
is the parent table for the change, incident, and problem?
The task
table is the parent table.
What do
you understand by sys_id?
sys_id is a
unique 32 character GUID used to identify each record created in each
Servicenow’s table.
How can
pie chart labels be enabled and disabled?
Set the
property glide.ui.chart.pie.tables to true and false, respectively.
What do
you understand by Foreign record insert?
When an
import changes to a table that is not the target table for that import, a
foreign record insert occurs.
What is
a ServiceNow dashboard?
The
dashboard is a visual collection of paralytics and reports presented as
indicator summary tab and KPI scoreboards.
What is
meant by Coalesce in ServiceNow?
Coalesce is a field property useful in transform map field mapping. When you use it on a specific field, the field can be used as a unique key. When a match is found with the coalesce field, it results in the update of the existing record with the imported information. However, when you are unable to find a match, it results in the insertion of a new record into the database.
Next UI experience :
sys_properties.list
glide.ui.polaris.experience --- set as false / true
HR Interview Questions
Why did you decide to apply for this role?The recruiter intends to assess how motivated the candidate is to get hired for the job role and how interested they are. This helps the recruiter determine if applying for the job was their conscious decision.
What experience do you have that would be relevant to this role?
Answering this question properly, in a systematic manner can help you establish that you understand the job role and its requirements and that your previous job experience is aligned with the job role to a great extent. This helps the recruiter determine if you think you can do the job.
What do you know about our company’s services?
Such questions are aimed at finding out how well the candidate has researched the company and gone into detail about its different aspects. To answer this question well, the candidate should have an in-depth knowledge of the company, and this is easily possible by running an online search and going through the company’s website.
Q : Why should I hire you from the outside when I could promote someone from within ?
Answer: You are not
only hiring employee from outside, you are hiring new ideas, new talent,
innovation.
Q : Why did you resign from previous job?
I would like to say thankful to my previous company,
where I learned more professional skills such as team work, time management, work
under pressure. Now this is the right time to upgrade my life to new
challenging environment to grow professionally and financially.
-------- or
--------------
1. Lack of Advancement Opportunities
“I was eager to advance in my career and independently
lead more projects. But with such a small and tight-knit team, the management
style wasn’t necessarily set up to support that level of ownership from
employees.”
2. Wanting a New Challenge
“After spending five years with my last company, I’m
ready to take on a new challenge and grow my skills. I’m excited to learn
something new, and I know this role will allow me to use my prior expertise
while also gaining new knowledge.”
3. Changing Careers
“I realized that my true passion is working as a
writer. I’ve always loved the written word but decided to take my career in a
different direction after college. Now, I’m ready to pursue a writing career,
and I’m particularly excited by the possibility of working with [Company X].”
4. Fired
“Unfortunately, I was let go from my previous
position. I think, ultimately, the job wasn’t a good fit, and I wasn’t able to
learn the right skills to do the job to the best of my ability. My boss and I
agreed that it was time to move on. I’m looking forward to using my best skills
in my next role.”
5. Laid Off
“In my last role, the company suffered some financial
hardships and had to eliminate my job, along with many others. I’m grateful for
my time in that role, as it gave me the opportunity to increase my knowledge
while forging some lifelong bonds with my colleagues.”
6. Family Responsibilities
“I decided to take time to start a family. I’m now
ready and excited to jump back into the workforce and utilize my professional
expertise and skill set.”
“Leaving my last job was an intentional decision to
pause my career and focus on full-time caregiving for a family member in need.
Personally, it was the right thing to do and was also a very fulfilling and
eye-opening experience. During my time away from full-time work, I kept
well-informed of the changes and evolution in this industry. Before diving into
my job search, I proactively refreshed my skills in several areas, including
[X, Y, and Z]. And now I’m excited and energized to return to work.”
Q : What changes would you make if you come on
board ?
Answer: I will adopt
new environment new management and achieve new targets in limited time then
apply changes where needed to achieve company goals.
Answer: “If I came
on board, I would like to propose implementing a mentorship program for junior
team members. By providing more experienced employees with the opportunity to
mentor and guide newer team members, we can foster a culture of growth and
development and help our team members succeed.
Answer: “One change
I would like to suggest is implementing a more comprehensive performance review
process. By regularly reviewing and evaluating employee performance, we can
identify areas for improvement and provide more targeted support and
development opportunities.
Answer: “I would
like to propose expanding our outreach and community involvement efforts. By
building stronger relationships with the communities we serve, we can not only
give back, but we can also improve our reputation and potentially generate new
business.
Q : Why have you had so many jobs?
Answer: I want to
improve my knowledge as well as skills. I can not see many jobs it’s a steps to
improve my knowledge.
Q : Could you have done better in your last job?
Answer: Yes, I used
to complete the task within the time given to me and tried my level best to
expose my talent and creativity as well.
Q : What was the toughest challenge you have ever
faced ?
Answer: In service, it was the man power planning
For unit, in domestic life the marriage of my children
I have faced many challenges in life but I didn’t focus on them I like the
dreams of the future better than the history of the past.
Q : Tell me about the situation when your work
was criticized?
Answer: Firstly, I will
find out where I am making mistake then I will improve myself prove them by my
work no by tongue.
Q : Have you been absent from work more than few
days in previous job ?
Answer: Yes, I will
take a leave according to the situation demands me
Answer: Yes, I taken
leaves with proper reason and I taken permission from my superior.
Q : How do you feel about reporting to younger ?
Answer:
·
Reporting to younger person doesn’t
matter for me because he has talent and age doesn’t matter. At the last I’m not
reporting to person, I’m reporting to position.
·
It is the matter of position not age
Q : Why you are not earning more money at this
stage of your career?
Answer: Money is doesn’t
matter while knowledge is very important for our life when we have the knowledge
then money comes automatically.
Q : Looking back on your last position have you done
your best work ?
Answer:
·
Today’s destiny is decided by past
performance I’m always trying to do my best to achieve good position
·
Today’s my position is example of my
past performance and I believe that hard work is the only one way to success
Q : Why did you decide to apply for this role?
Answer: The recruiter intends to assess how motivated the candidate is to get hired for the job role and how interested they are. This helps the recruiter determine if applying for the job was their conscious decision.
Q : What experience do you have that would be relevant to this role?
Answer: Answering this question properly, in a systematic manner can help you establish that you understand the job role and its requirements and that your previous job experience is aligned with the job role to a great extent. This helps the recruiter determine if you think you can do the job.
Q : What do you know about our company’s services?
Answer: Such questions are aimed at finding out how well the candidate has researched the company and gone into detail about its different aspects. To answer this question well, the candidate should have an in-depth knowledge of the company, and this is easily possible by running an online search and going through the company’s website.
Q : How many hours a week do you normally work ?
Answer: How many
work hours are complete doesn’t matter I can finish my work that’s it.
What will happen if I make a client script 'global’?
If you make a client script global it will be only able to operate on an application in the global scope. If you're working in a scoped app you will need to set it the application of your client script to the name of your scoped application.
What is a Servicenow knowledge base?
knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.
What is the sequencing of publishing a Knowledge Article?
Draft → Review → Published → Retired
Where do you go in Service Now to change the banner and colors?
System Properties > Basic Configuration UI16
What are the 3 basic components of workflow?
Approvals
Conditions
Notifications
Timers
Tasks
Utilities
Sub flows
What is the notification flow and how can a notification be sent out?
Can be triggered by:
CRUD operations on tables (Business Rules)
Workflow activities
Scripts (Scheduled Jobs, Web Services, etc.)
Must be registered
Event components:
Registry
Event action (Script Action, Notification)
Event log
What do you understand by star (*) and none condition in ACL?
If you define a READ ACL with:
•Table.None for Admin & ITIL
Result: Both Admin and ITIL will be able to view all records because they have read access to all records with no field restrictions.
If you define a READ ACL with:
•Table.None for Admin & ITIL & Table.* for Admin
Result: Only Admin will have read access because the Table.* is an explicit rule at the field level that grants only Admin read access to all fields.
If you define a READ ACL with:
•Table.None for Admin & Table.* for ITIL
Result: ITIL will not be able to view any records because they only have read access at the field level and not at the Record/Row level. If you define a READ ACL with:
What is an event queue? From where can it be called?
Can be triggered by:
CRUD operations on tables (Business Rules)
Workflow activities
Scripts (Scheduled Jobs, Web Services, etc.)
Must be registered
Event components:
Registry
Event action (Script Action, Notification)
Event log
eventQueue(‘event.name’, current, parm1, parm2)
Difference between Response and Resolution SLA?
Whenever incident got created and assigned to some group. Then in how much time that incident got assigned to some person withing the group is Response time for the incident.
Resolution time is how much time it took to give solution for the incident from the creation time to resolved time.
What is retroactive in SLA?
When a task record changes, typically a new SLA may be attached, with a new set of timing information. This is useful if you are re-assigning an incident to another group and want to attach a new SLA record with new timing information.
However, you may want to retain time information for the task in specific situations. 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. This reflects the actual time the user contacted you. You can use the retroactive pause property to apply pause times to the new SLA.
What is domain separation?
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.
Domain Separation helps achieve three specific goals:
Process separation: In process separation, configuration such as Business Rules or Client Scripts are selectively applied. A customer of an MSP may have different assignment rules to another.
UI separation: In UI separation, different domains may have different forms and related lists, as well as different options in choice lists. The latter ability is very handy to have different categorization options per MSP customer.
Process and UI separation are both considered as configuration. When I refer to configuration separation, I'm referring to both process and UI separation.
Data separation: In data separation, records such as other users, tasks, or locations are only available to the right people. This means that a user that works for an MSP's customer, perhaps even one with fulfiller rights such as the itil role, would only see records for their company.
What among the following are domain independent – client script, business rule, schedule job, script include)?
Script include
In workflow what is the difference between a timer and a wait for condition?
Wait for condition will hold the flow until a field changes to a desired value. This is very useful in a branched workflow, perhaps to detect a canceled state.
Wait for Condition will only check its condition after the record is updated in the database. Unless the record is saved, changing a field on a form will not trigger anything. Note that the workflow is only evaluated when the record itself is updated; you may need to write script to broadcast the update event if you want the workflow to move on from other situations.
Another way to hold up a workflow is through a Timer. It is very flexible, offering percentages, scripts, schedules, and time zones to work out how long it should wait. This activity is not dependent on the record being updated.
What is difference between Order guide and Record Producer?
An Order Guide is a mechanism to order multiple catalog request items. By answering some initial questions, the order guide can bundle together several catalog request items and put them all in the cart.
A Record Producer creates a record in a table of your choice. It provides an alternative friendly interface, which means that end users do not need to see the standard form. Record Producers could create reservations, guests, maintenance tasks, or any other record, which in ServiceNow means anything!
What is watermark in notifications?
By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.
Using the Domain separation feature in ServiceNow you can separate data, administrative tasks, and processes into logical units.
Domain
separation is best suitable for the below cases:
- To
enforce data separation between two different businesses on a single
ServiceNow instance.
- To
delegate administration
- To
manage a global reporting and global process on a single instance.
- To
separate data between various departments
- To
create a process difference among customers.
Using
business rules in ServiceNow you can perform the following actions:
- Change
values automatically in form fields
- Create
events for email notifications
- Script
actions.
How many
modules you have worked on?
- Process
flow of incident problem change management and there states. Explanation
of each state. What field will be mandatory after saving a change form?
Types of change management, what is standard change?
- Difference
between additional comments and work notes.
- Difference
between ui policy and data policy, can we convert data policy into ui
policy and vice versa.
- Script
Include. How to call in client script, business rule, reference qualifier.
- types
of reference qualifier and difference between them.
- What
is mean by dictionary override?
- Workflow
activities. Turnstile activity, I want to pass values from one workflow to
another. What is subflow activity.
- scenario-
if I create a custom table then I want to hide some system created
fields(updated, updated by, created etc.), when I create new table the I
want to see only 3 fields, how can you achieve this?
- Client
script. Types, objects of each type.
- Business
rule. Difference between Glide system and glide record.
- What
are the methods of gs and gr and wht are you used?
- Difference
between async and after br. Query br, display bs scenario.
- what
is CMDB? What is the difference between cmdb and asset. What is cmdb
baseline.
- how
many ways we can send notifications? What is the email script? How we can
call the event queue method? We can call it in client script?
- What
is SLA? Retroactive start? Types of SLA. What is business elapse time?
What is responce and resolution?
- How we
create a report? How to send it to the dashboard?
16.what is
ACL? Types. What is * and none?
a) How can you send notification
using UI action?
b) How to send notification
through workflow?
c) How to configure
inbound/outbound email notification?
d) What are the ways to send a
notification?
e) Notification activity in
workflow and its use case?
f) Scenarios where you have
configured notification?
2. ACL
a) How ACL works?
b) I have BR, ACL, CS, and UI
policy what will be their order of execution?
c) Difference between * and none
in ACL?
d) If I write ACL for number
field as read-only at the same time if write UI policy as not read-only means
editable what will happen?
e) What is the difference between
Table.none and Table.* ACL?
f) When ACL is applied over the
update and delete actions, then which one gets executed first?
g) What are types of
ACL?
3. Workflows
a) What are Workflow activities
and explain each with its use?
b) Using workflow if I want
to create 4 task which is dependent on each other how can you do that?
c) How to pass value from one
activity to another activity in the workflow?
d) How to send notification
through workflow?
e) What is run script
activity in the workflow?
f) Difference between Workflow and
execution plan?
g) Have you used approval
co-coordinator activity in the workflow? How does it work?
h) How to stop parent table
workflows for specific child table?
4. Business Rules
a) What is Business rules? What are its
type?
b) How to abort business rule?
c) Difference between async &
after business rule?
d) What is global business rules?
e) I have one business rule I have
set condition as active is true and insert the record in sys_user table
and I have set to run before business rule but I didn’t check update or insert
checkbox will that business rule work?
f) If we had set the priority as 1
on client script & we have set the priority as 2 on Business Rule what
value will save in the table?
5.Service Portal
a) What is portal page?
b) What is widget?
c) Tell me about AngularJs and
what are some angular tags you used?
d) What are the client and
server-side global objects in the portal?
e) What are some portals APIs?
f) I want to hide the menu of
service portal if the user has not logged in? How to achieve this?
g) How portal client script
is different from client script?
6. Service Catalog
a) What is catalog client script?
b) What is use of service catalog?
c) Difference between record
producer and catalog item?
d) Difference between order guide
and catalog item?
e) How to display catalog item by
location?
f) How to reuse variable set in
catalog item?
g) You have to Import 300 catalog
item into the ServiceNow, how will you achieve?
h) For two catalog items, there
should be two tasks to be generated but the scenario is second task did not
generated so how how will you find the cause?
i) What activities you have done
in service catalog?
j) What activities you have done
in service catalog?
k) What is producer variable?
2. ACL's: You've been
asked to develop a way for certain tickets to be hidden from other users if
they're not part of a specific assignment group. How would you approach hiding
those records from the incorrect users? What would you consider "best
practice" to be for this scenario?
3. Workflows: A
business partner sends you a workflow for a request they would like built out.
You've read through the requirements and noticed flaws in the logic, which
would make the workflow overly complex/customized. What would be your next
steps in resolving these workflow problems?
4. Business Rules: What
are the differences between business rules that run 'before, async, after'?
Provide a scenario for each instance of when a rule should run. How can order
effect business rule behavior and is it important?
5. Service Portal: You're
tasked with adding new categories to the Service Portal, how would you create
these categories and what would be your process for grouping the correct items?
6. Service Catalog: How
would you begin creating a new catalog item? Differences between a catalog item
and a record producer?
The last two questions are such
generic areas, it's hard to ask too many questions on the Portal/Catalog.
Hopefully this helps.
- •
Difference between Client Script and Business Rule
- • What
is UI Script and give me any example where you used UI Script.
- • D/B
UI Policy and Data Policy?
- •
Difference between glide system and glide record.
- • What
is better alternative to using global business rule.
- • Can
a schedule job invoke an inactive business rule.
- • Can
we call a business rule from a client script
- • What
the setForceUpdate() function does?
- • What
is the significance of setLimit(n) function?
- • Can
you update a record without updating its system fields(like
sys_updated_by, sys_updated_on)
- • What
is g_scratchpad and where we can use.
- • In a
UI policy, can we add gs.addinfomessage.
- •
Current.update() used on before or after business rule.
- • What
is ran on the client side and what is ran on the server side?
- • How
can you cancel a form submission through client script?
- • What
will happen if I make a client script 'global'.
- • What
is power shell script and where we are using.
Basic
Configuration
- What
is a Servicenow knowledge base?
- What
is the sequencing of publishing a Knowledge Article?
- Where do you go in Service Now to change the banner and colors?
- What
are the 3 basic components of workflow?
- What
is BSM?
- How
do you limit file attachments?
- What
is the notification flow and how can a notification be sent out?
- What
is the latest service now user interface and when it was released?
- What
is dictionary override?
- What
do you mean by coalesce?
- What
happens when a user make some changes the homepage
- What
is Schema map?
- What
is a dashboard?
- What
is dictionary override?
- When
we publish a report, for whom is it available? Is it for everyone who has
the URL.
- What
do you understand by star (*) and none condition in ACL.
- What
is an event queue? From where can it be called?
- Difference between Response and Resolution SLA.
- What
is retroactive in SLA.
- How
to enable multi-lingual in Service Now.
- What
is wizard and interceptor in service now.
- What
is generate task functionality in workflow.
- Give
me an example where you used approval coordinator activity in workflow.
- What
is domain separation?
- What
among the following are domain independent – client script, business rule,
schedule job, script include ?
- In
workflow what is the difference between a timer and a wait for condition?
- What
is difference between Order guide and Record Producer?
- What
does the Client Transaction Timings plugin does?
- What
is the life cycle of Release Management
- What
is the life cycle of a CI or Asset ?
- What
is watermark in notifications
- How to re-set the number counter.
Integrations
- What
is LDAP Integration and its use?
- Which port needs to open while doing LDAP integration.
- What
is the purpose of using SAML 2.0 (SSO)
- Pre-requisite to enable SSO (SAML 2.0)
- What
is metadata in SAML 2.0
- What
is keystore in SAML 2.0
- What
is 509 x certificate in SAML 2.0
- What
is difference between LDAP via MID server or LDAP via VPN Tunnel.
- What
is E- Bonding ?
- Difference between SOAP and REST, and what is the purpose of using it.
- Which one is better in use SOAP or REST ?
- Which port need to be enable while doing SOAP and REST integrations.
- What
is data source integrations. Any idea what kind of ports need to be open
while doing SFTP, FTP integration.
- Have
you worked on Email Inbound Integrations.
- How
to check error handling while doing any integrations
- What
kind of possibility if we get error code 401 or 404.
- If
any transaction is successful what kind of success code we received ??
- Pre-
requisite for enable Discovery plugin.
- What
is props and sensors in Discovery.
- Difference between LDAP and LDAP's.
- Have
you worked on SCCM integrations and what kind of data we discover from
SCCM?
- What
is transform script?
- What
do you understand by Chasis Type in SCCM integrations?
- Have
you worked on to install mid-server, if yes so what are all
pre-requisite??
- What
is Orchestration in service now, have you ever used and what kind of
scripting language used in orchestration?
- What
is the name of table in which we store relationship data of CI's.
- What
is the table name which we expose as a web service to receive attachments
in service now from any third part tool.
- What is payload in ecc queue ?
CMS
- What
is drop zone in CMS .
- What
is CMS and Why do use it .
- How
we can configure multi- lingual home page in service now via CMS
- What
is dynamic content in CMS.
- What
is new came in CMS
- Have
you ever used jelly in CMS.
- What
is Service Portal?
- Have
you worked on Angular JS?
- What
is the benefit of using Angular JS.
- What
is the difference between A JS and HTML?
- What
is Page?
- What
is Widget?
- What
do we use in Page?
- What
do u use in widget?
- What
are directives?
- How
will u call filter in AJS?
- What
is ng-app?
- What
is ng-init?
- What
is ng-model?
- What
is MVC?
- How
will u use looop in AJS?
ITIL Knowledge
- If
we used an external organization to help us develop part of our service,
what would that be called?
- Can
you name 3 types of SLA?
- Why would
you use SACM?
- What
is an OLA?
- What
are the stages of the ITIL lifecycle(v3)?
- Release and Deployment Management is part of which phase?
- What
are the parts of the Service Strategy?
- Change Management is part of which phase?
- What
is the Difference between Utility and Warranty?
- What
are different parts of service portfolio?
- What
is the major difference between ITIL v2 and ITIL v3?