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135 Cards in this Set

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Q. What is meant by term “Application” in Servicenow?
A group of modules which provides its related information.For example Incident provides the information related to incident process. It consist of modules like create new ticket,view incident tickets, view related tables etc.
Q. What is meant by term “Module” in Servicenow?
Parts of APPLICATION which provide a particular information.For example in Incident APPLICATION, Create New module provides the information to create new incident ticket etc.
Q. How to edit an Application in Servicenow?
1. Navigate to System Definition > Application Menus and select the application menu from the list. 2. Right-click the application label in the application navigator and select Edit Application.
Q. What is the latest servicenow user interface and when it was released?
UI16. It came in Geneva release.
Q. How to make the module open in new window?
Enter _blank in the Window name field.
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. How to open Application form or list through left navigation search box?
Type table_name.form or table_name.list. Example, incident.form will open the view of Incident form. incident.list will open the listing of all incident records.
Q. What is a 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 a form?
Displays information from one record in a data table. The specific information depends on the type of record displayed. Users can view and edit records in forms. Administrators can customize forms.
Q. What is ACL?
Access control list that defines what data a user can access and how they can access it in service now. For more information, refer http://wiki.servicenow.com/index.php?title=Using_Access_Control_Rules
Q. Who can create ACL rules?
security_admin
Q. What is the processing order for Record ACL rules?
1. Match the object against field ACL rules. 2. Match the object against table ACL rules. A user must pass both field and table ACL rules in order to access a record object.
Q. How to control the script conditions of Access Control Rules apply to a table’s reference fields?
Add glide.sys_reference_row_check to the System properties and set to true.
Q. What do you mean by impersonating a user?
It 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. Which is the Parent table for Software, Hardware, Business Service?
cmdb_ci table.
Q. How to change the Homepage layout?
Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.
Q. What is a record producer?
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?
They provide 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 is Performance Analytics in ServiceNow?
An additional module 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. What do you mean by Metrics in ServiceNow?
They 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. What are Gauges?
They can be based on a REPORT and can be put on a homepage.
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. How may types of search is available in ServiceNow?
1. Lists: find records in a list; 2. Global text search: find records in multiple tables from a single search field. 3. Knowledge base: find knowledge articles. 4. Navigation filter: filter the items in the APPLICATION navigator. 5. Search screens: use a form-like interface to search for records in a table. Administrators can create these custom modules.
Q. Which roles are used by Knowledge management?
knowledge, knowledge_admin, and admin role.
Q. How to access Service Catalog?
Navigate to Self-Service > Service Catalog.
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?
List, Bar, Pivot, Pie, Calender etc.
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. 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 In-Reply-To 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?
Make this 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. For more information, http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions
Q. Describe the steps to perform email notification?
1. Specifying when to send the notification.
2. Specifying who receives the notification.
3. Specifying what the notification contains.
Q. How to change the recipient limit to 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 do you mean by coalesce?
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?
An 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?
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 an Update set?
A group of customizations that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems.
Q. In which table update sets and customization are stored?
Update Set [sys_update_set] table, and the customizations that are ASSOCIATED with the update set, which are entries in the Customer Update [sys_update_xml] table.
Q. What happens if a Default update set is marked as complete?
The system creates another update set named Default1 and uses it as the default update set.
Q. Are Homepages and Content pages are added to the update sets?
They 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?
Used to restrict the data that is selectable for a reference field.
Q. How many types of Reference qualifiers are there?
Simple, Dynamic and Advanced qualifiers. Prior to Eureka release only Advanced qualifier was available.
Q. What is domain separation?
A way to separate data into (and optionally to separate administration by) logically-defined domains. For example A client ABC 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. How to change the banner and list caption background color?
You can change by navigating to System Properties > CSS.
Q. How to create a new role?
Navigate to User Administration > Role and click New.
Q. What is 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 HTML Sanitizer?
It 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?
The Sys Audit [sys_audit] table
Q. What is a client script?
Sits on the client side(the browser) and run there only. Types of client scripts 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?
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’, ‘async’, ‘on before’ or ‘on after’ of an action (insert,delete,update,query) is performed. Administrators can set field values, create information messages, and abort transactions without writing a script starting with the Eureka release. In versions prior to Eureka, administrators must write scripts to perform the actions that business rules take
Q. What is the significance of order in business rule?
Sequence in which the business rule should run. If there are multiple rules on a particular activity, the rules run in sequence from the lowest order number to the highest.
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?
A javaclass that is used for database operations instead of writing SQL queries. It is an object that contains zero or more records from one table. Another way to say this is that a GlideRecord is an ordered list.
Q. What do you mean by data lookup and record matching?
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. 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. How do I reference a field on the form?
Use g_form.getControl(‘priority’) method.
Q. Which object is used to reference the currently active form?
g_form object.
Q. How to get the details of currently active user?
Using g_user object.
Q. How will you hide/show a field using client script?
g_form.setVisible(‘fieldname’, ‘value’);.
Q. State the best practices of client scripts?
1. Enclose Code in Functions,
2. Aviod DOM manipulation, use g_form object,
3. Avoid global client scripting, etc.
Q. What is difference between Business rule and client script?
Business rules runs on the server side whereas Client script runs on client/browser side. Some of the similarities are:
Q. What does the Client Transaction Timings plugin does?
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 Script Includes?
Used to store JavaScript functions and classes for use by server scripts. Each script include defines either an object class or a function. Script includes run only when called by a server script.
Q. What is the most important things to remember while creating a script include class?
The name of the script include match the name of the class, prototype, and type.
var NewInclude = Class.create();
NewInclude.prototype = {
initialize : function() {},
myFunction : function() {
//Put function code here
},
type : 'NewInclude'};
Q. What is private functions in Script Includes?
Any function starting with _functionname is considered as private functions/methods in script includes.
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?
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?
It 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?
That pages is saved as his personalized homepage instead of updating on the actual homepage.For example home page name is Change overview.When a user make some changes on it then this page is saved as My Change overview and is only visible to that user.
Q. How you can check on which servicenow instance node you are working?
Goto System Diagnostic -> Stats. Statistic page will be open where you can get the details of node and the instance on which you are working on.
Q. How to enable or disable the pie chart labels?
Need to set the property glide.ui.chart.pie.labels to true or false.
Q. What is installation exit?
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?
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?
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?
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 is 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. ServiceNow Interview Questions CMDB topics.
Q. What do you mean by Servicenow Configuration management?
Provides a single system of record for IT. It supports the processes that MANAGE the ServiceNow Configuration Management Database (CMDB), which in turn enables most other ServiceNow APPLICATIONS that automate IT services. Configuration Management helps organizations better understand the IT environment by providing insight into not only the impact of incidents, problems and changes, but also financial resources, service availability and capacity management. The application presents a logical model of the enterprise infrastructure to give IT more control over the environment and to facilitate decision-making.
Q. What is driving companies to implement CMDB today?
They have a desire to understand what they have in their environment and to understand how those things are related to one another. This in turn provides them with the ability to understand and manage the high-level services that they provide to the business – to ensure that changes to the environment are done with due regard to impact to the business.
Q. Why does CMDB have a reputation for deployment and maintenance challenges in the past, and how has CMDB changed to address these issues?
Most of the past issues stemmed from the fact that people were looking at CMDBs as repositories of technology supported by business services — rather than repositories of business services, supported by technology. I’m not sure that CMDB has changed that much — but PEOPLE have changed. They have come to the realization that approaching this from a technology perspective is all wrong. CMDB needs to be looked at from the perspective of the business –- and of the services that IT provide to it.
Q. Is CMDB an important technology to enable BSM?
Yes. You need to have an understanding of the technology building blocks of your business services in order to ensure the availability and performance of those services.
Q. What are the top benefits that a company can gain from CMDB?
The benefits all boil down to the ability to offer better service to the business through better IT. Better change management; faster incident resolution; higher APPLICATION availability; reduced asset maintenance costs; more automated processes; simpler problem resolution; increased IT governance capability … the list goes on. Dumping thousands of configuration items into a CMDB won’t do any good unless there’s a clear business justification. For IT people, that might mean getting on the phone with application owners and other business managers to draw clear links between CIs and the services they support. A relevant and accurate CMDB can provide actionable data and have a positive impact across all service improvement initiatives.
Q. What is Discovery in Servicenow?
An extension to the ServiceNow platform that automatically populates the CMDB. Discovery uses a MID Server installed on the network to send out probes and sensors and collect information on hardware on the network, software running on that hardware, and the relationships between all of the items found. This information is sent back to the instance, and is used to populate the CMDB.
Q. How to create a new CMDB class?
Create a new table and extend cmdb_ci or other cmdb class table.
Q. Where to create a new relationship rules?
Configuration > Suggested Relationships.
Q. What is 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?
A visual collection of reports and paralytics presented as KPI scorecards and INDICATOR summary tab.
Q. What is 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?
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?
It 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. How to disable client transaction?
Locate the property named glide.client.track_transaction_timings and set it to false.
Q. What a setWorkflow() function does?
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: Boolean variable that if true (default) enables business rules, and if false to disables them.
Q. What the setForceUpdate() function does?
Updates the record even if there is no changes on the record.
Q. What is the significance of setLimit(n) function?
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 example:var gr = new GlideRecord(‘incident’);gr.query();if(gr.next()){gr.autoSysFields(false);gr.short_description = “SNow – Frequently Asked ServiceNow INTERVIEW QUESTIONS ” ;gr.update();}
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?
1.Navigate to System Properties > Security,
2.In the Attachment limits and behavior section, locate the List of roles (comma-separated) that can create attachments: property (glide.attachment.role),
3.Enter one or more roles separated by commas,
4. Only roles listed in this property are able to upload attachments to a record.If no roles are entered, then all roles can upload attachments to ServiceNow forms. Click Save.
Q. How to disable attachment on a specific servicenow table?
Go to the dictionary of that table and add “no_attachment” to the Attributes field.
Q. What is the significance of cascade variable checkbox in order guide?
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. Which method is used to get all the active records from a table?
Use addActiveQuery().
Q. Which method is used to get all the inactive records from a table?
Use addInactiveQuery(). Usage same as addActiveQuery().
Q. How do you get the result set from two tables?
Using addJoinQuery(joinTable, [primaryField], [joinTableField]). This is not a true database join; rather, addJoinQuery adds a subquery.
Q. How do you get the records of a specified fields which are non null?
We will use addNotNullQuery(String fieldName). For eg., to get all the records where short description field is not null.

addNotNullQuery(‘short_description’);
Q. How will you fetch the records where incident is having category as hardware or software?
We will use addOrCondition(String name, String oper, Object value).
var gr = new GlideRecord(‘incident’);var qc = gr.addQuery(‘category’, ‘hardware’);qc.addOrCondition(‘category’, ‘software’);gr.query();
Q. How will you 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 will you determine whether any of the fields in the record have changed?
By using changes().
Q. How will you determines if the current record has any attachments?
By using hasAttachments().
Q. How will you etermines whether the current record is a new record?
By using isNewRecord(). This method is useful for scripted ACL, and in the condition of UI actions, but should not be used in background scripts.
Q. What is the difference between next() and _next()?
next() moves to the next record in the GlideRecord. _next() provides the same functionality as next(), intended to be used in cases where the GlideRecord has a column named next.
Q. What is the use of operation()?
Retrieves the current operation being performed, such as insert, update, delete, etc.,.
Q. Can you use orderBy() on multiple columns?
Yes, this may be called more than once to order by multiple columns.
Q. What is the difference between query() and _query()?
query() will query the GlideRecord table as well as any references of the table. _query() is identical to query(), intended to be used on tables where there is a column named ‘query’, which would interfere with using query().
Q. What getDisplayValue() does?
Retrieves the display value for the current record.
Q. How to retrieves the number of rows in the GlideRecord?
Using getRowCount(). For more information, visit http://wiki.servicenow.com/index.php?title=GlideRecord
Q. What is workflow editor and where to access it?
An interface for creating and modifying workflows by arranging and CONNECTING activities to drive processes. You can manage multiple workflows in the same screen, create custom workflow activities, and use existing activities as data sources.To open the Workflow Editor, navigate to Workflow > Workflow Editor.
Q. Describe workflow designer user interface?
It is divided into Canvas tabs, Title bar, Canvas, and Palette.
Q. What do you mean by Standard and Submission workflow?
Standard workflow is active by default. With this workflow, new articles created from incidents and problems are treated the same as articles created MANUALLY by knowledge MANAGEMENT team members. All new articles create a knowledge record and can be edited through the Knowledge form.

Submission workflow can be activated by an administrator. With this task-based workflow, articles created from incidents and problems become article submissions. Knowledge management team members review the information and determine whether to create a new article, update an existing article, or take no action.
Q. How will you enable the knowledge submission workflow?
Navigate to Knowledge Base > Properties. In the Use submission workflow field, select the Yes check box and Click Save.
Q. Which users can create a workflow?
Users with the workflow_admin or workflow_creator roles can use the Workflow Editor to create workflows.
Q. Can you edit the published workflows and how?
Yes. We need to first checkout that workflow which needs to be edited.
Q. What is workflow operations dashboard?
It displays gauges to help you review the performance of workflows and determine which ones need to be improved. The Workflow Operations Dashboard is available starting with the Fuji release.
Q. How to create a workflow object?
var workflow = new Workflow();
Q. How to cancel the current workflow?
Using cancel() method. E.g.,var workflow = new Workflow();workflow.cancel(current);
Q. How to delete the current workflow?
Using deleteWorkflow() method. E.g.,var workflow = new Workflow();workflow.deleteWorkflow(current);