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Welcome to the ServiceNow tutorial.

ServiceNow is a platform-as-a-service (PaaS) provider of enterprise service management (ESM) software.

What is ServiceNow
ServiceNow is a software platform that supports IT service management and automates common business processes. This software as a service (SaaS) platform contains a number of modular applications that can vary by instance and user. Articles in this category help new users learn what services ServiceNow offers.

Who Are They
ServiceNow is changing the way people work. By placing a service-oriented lens on the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate fasterand be more scalable than ever before. As the enterprise cloud company, ServiceNow provides a service model that defines, structures and automates the flow of work, removing email and spreadsheets from the process to streamline the delivery of services.

Why ServiceNow?
ServiceNow is Changing the Way People Work. Some of their products are illustrated below:
Service Management: ServiceNow is changing the way people work. By placing a service-oriented lens on the activities, tasks and processes that make up the day-to-day work life, they enable you to focus on creating a modern work environment. Their service model defines, structures and automates the flow of work, removing email and spreadsheets, so you can streamline the delivery and management of services.

IT Operations Management: Their IT Operations Management solutions consolidate resource data — including virtualized and cloud infrastructure environments — into a single system of record for IT. This enables you to see how your resources are performing at all times, automate key processes, and take a service-centric approach to mapping, delivery, and assurance.

IT Business Management: Their IT Business Management solutions extend your visibility so you can manage many of your most important investments: people, projects, compliance and vendors. Consolidate business data to effectively understand your costs, utilize your resources, automate the management of projects, ensure regulatory compliance, and manage business relationships. Then, you can devote more resources to transforming the enterprise.

Custom Application Development: Their CreateNow Development Suite helps you meet that demand. With a rich set of pre-built services and templates, you can quickly build, test and publish applications that can span from a single department to your entire enterprise. And because minimal to no coding is required, even business users can build business applications for every line of business and department in an enterprise like student admissions management, rebate processing, security compliance application and thousands more..

ServiceNow Certification for System Administrator and Implementation.
ServiceNow offers professional certification programs. Certification assures employers and peers that you possess the skills and knowledge to perform the duties involved in ServiceNow implementation, APPLICATION development, and system administration.

ServiceNow offers two certification. ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist.

Where to register for ServiceNow certification Exams?
ServiceNow offers several exam delivery options through the Kryterion Webassessor testing platform. Click on the below link to go to the Kryterion Webassessor page and sign up to register for ServiceNow certification:
https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW

ServiceNow Certified System Administrator
Introduction
This ServiceNow Certified System Administrator Exam Specification defines the purpose, audience, testing options, examination content coverage, test framework, and the prerequisites necessary to become a ServiceNow System Administrator. This is the first certification exam in the ServiceNow Certification Program.

Exam Purpose
The ServiceNow System Administrator Certification Exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow system.
Successfully passing this Certification exam also establishes a set of skills necessary to continue in the ServiceNow Certification paths. It is a prerequisite for advanced courses.

Experience
Successful candidates for this certification should have industry experience with database concepts and system MANAGEMENT. Some knowledge of IT Help Desk processes and the incident, problem, and change workflows is also helpful. Three to six months of experience using and maintaining an instance in ServiceNow is recommended.

General Prerequisites Skills for Certification
This exam does not have any specific REQUIREMENTS such as familiarity with programming languages such as JavaScript or C++. A successful candidate can:
1. Create new APPLICATIONS and new modules to establish an information hierarchy.
2. Personalize and create forms and fields for the various roles and groups to target company REQUIREMENTS.
3. Define Service Level Agreements (SLAs), notifications, and REPORTS.
4. Interact with the ServiceNow Knowledge Base for company use.
5.Implement security controls by using contextual security and develop a security scheme by using contextual security controls.
6. Establish a maintenance SCHEDULE through the ServcieNow upgrade calendar and recognize good practice opportunities.
7. Move data in and out of an instance using import sets and transform maps.
8. Fulfill ESS user requests using Service Catalog to create items and record producers, variables, and workflows.

Exam Structure
The exam consists of 60 questions delivered in a 90 minute period. The following table shows the learning domains measured by this exam and the percentage of questions represented in each domain.

ServiceNow Certification System Administrator
ServiceNow Certified System Administrator

For more information on ServiceNow Certification on System Administrator, visit ServiceNow Certified System Administrator

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ServiceNow Certified Implementation Specialist
Introduction
The ServiceNow Certified Implementation Specialist Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and the prerequisites needed to become a ServiceNow Implementation Specialist.

Exam Purpose
The ServiceNow Implementation Specialist Certification Exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow platform.

Experience
Successful candidates for this certification should have industry experience with database concepts and system management. Knowledge of IT Help Desk processes and the incident, problem, and change workflows is necessary. At least six months experience using and maintaining an instance in ServiceNow is recommended. Experience with REQUIREMENTSgathering, discovery and scripting are also recommended along with performing several end-­‐to-­‐end implementations.

Prerequisites
1. Pass Certified System Administrator Exam.
2. ITIL v3 Foundation Certified.

Exam Structure
The following table shows the knowledge domains measured by this exam and the percentage of questions represented in each domain.

ServiceNow Certification Implementation Specialist
ServiceNow Certified Implementation Specialist

For more information on ServiceNow Certification on Implementation Specialist, visit ServiceNow Certified Implementation Specialist

For ServiceNow certified system administrator questions and answers and dumps, go to ServiceNow Certification System Administrator dumps

ServiceNow Interview Questions on basic topics.
Q. What is servicenow?
ServiceNow is a cloud based ITSM tool. ServiceNow is a software platform that supports IT service MANAGEMENT and automates common business processes. For more information, refer http://wiki.servicenow.com/index.php?title=Product_Overview

Q. What is meant by term “Application” in Servicenow?
APPLICATION is a group of modules which provides its related information.For example Incident APPLICATION 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?
Modules are part 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?
There are two ways you can create new modules:
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?
The latest user interface is UI15 interface.It came in Fiji 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?
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?
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.

ServiceNow Interview Questions general topics.
Q. What is ACL?
An ACL is access control list that defines what data a user can access and how they can access it in service now. 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?
Record ACL rules are processed in the following order:
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?
Impersonating a user means that you can log in to the system as that user and can have feel how the service-now UI is set for that user.This is very useful while testing.For example if you are REQUIRED to test that a user can access change form or not.You can impersonate that user and can test instead of logging out from your session and logging again with that user credentials.

Q. Which is the Parent table for incident,change and problem?
Task table.

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

Q. What is dictionary override?
Dictionary Overrides provides the capability to override several properties of a field in extended table.For example change table is extended from task table.There is a field named status in task table and set as read-only.When we use this field in change form it will show be a read only.We can set this to non-read only by using the dictionary override.Similarly there are other properties that can be set for the fields in extended table.

ServiceNow Interview Questions Administer topics.
Q. What is Performance Analytics in ServiceNow?
Performance Analytics is 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?
Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.

Q. What are Gauges?
A gauge 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?
Use any of the following searches to find information 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 MANAGEMENT uses these roles knowledge, knowledge_admin, and admin role.

Q. How to access Service Catalogue?
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.

ServiceNow Interview Questions Notification topics.
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?
We should specify three steps as below:
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. Which tag is used for writing the script in message body?
You can write the code inside <mail_script>..</mail_script>.

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

Q. What is an UI policy?
UI policies are alternative to client scripts.It can be used to set a field as mandatory, readonly and visible on a form. You can also use UI policy for dynamically changing a field on a form.

Q. What is a data policy?
Data policy checks the mandatory and read-only of a field whenever a record is inserted or updated through a web-service or import set.For example: If a mandatory field in the incoming record (from import set or web-service) is empty then the data policy will not allow to insert that record into the table.

Q. What is difference between UI policy and data policy?
UI policy acts when a record is inserted or updated through a servicenow UI i.e servicenow forms while data policy acts whenever a record is inserted or updated into database through any means.

rviceNow Interview Questions Build topics.
Q. What is an Update set?
An update set is 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.
For more information, visit http://wiki.servicenow.com/index.php?title=System_Update_Sets

Q. In which table update sets and customization are stored?
Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are ASSOCIATED with the update set, which are entries in the Customer Update [sys_update_xml] table.

Q. What happens if a Default update set is marked as complete?
If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

Q. Does Homepages and Content pages are added to the update sets?
Homepages and content pages are not added to update sets by default. You must MANUALLY add pages to the current update set by unloading them.

Q. What is Reference qualifier?
Reference qualifiers is used to restrict the data that is selectable for a reference field.

Q. How many types of Reference qualifiers are there?
Three types. Simple, Dynamic and Advanced qualifiers. Prior to Eureka release only Advanced qualifier was available.

Q. What is domain separation?
Domain separation is a way to separate data into (and optionally to separate administration by) logically-defined domains. For example A client 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?
An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

Q. What is HTML Sanitizer?
The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

Q. Which table is used in servicenow to audit changes to records?
ServiceNow uses the Sys Audit [sys_audit] table to audit changes to records.

ServiceNow Interview Questions Script topics.
Q. What is a client script?
Client script sits on the client side(the browser) and run there only.types of client script are OnLoad(), OnSubmit(), OnChange(), OncellEdit).
For more information, visit http://wiki.servicenow.com/index.php?title=Client_Scripts

Q. How can you cancel a form submission through client script?
In the onSubmit function return false. function onSubmit() { return false; }

Q. What is a business rule?
Business rule is server side scripting that executes whenever a record is inserted, updated, deleted, displayed or queried.The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule ‘on display’, ‘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?
Gliderecord is 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?
Datalookup and record matching feature helps to set a field value based on some condition instead of writing scripts. For example:on Incident forms, the priority lookup rules sample data automatically sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow to specify the conditions and fields where they want data lookups to occur.

Q. 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?
Few of the best practices are as below:
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?
The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.

Q. What is Script Includes?
Script includes is 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?
It is important that 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.

ServiceNow Interview Questions Common topics.
Q. What is a sys_id?
A unique 32-character GUID that identify each record created in each table in servicenow.

Q. What is LDAP Integration and its use?
LDAP is Lightweight Directory Access Protocol.It is used for user data population and User authentication. Servicenow integrates with LDAP directory to streamline the user log in process and to automate the creation of user and assigning them roles.
For more information, visit: http://wiki.servicenow.com/?title=LDAP_Integration

Q. How to set a field unique on table?
Go to that respective field dictionary and set the unique check box to true.

Q. What is data dictionary?
Data dictionary defines every table and field in the system. It contains information about a field’s data type,default value, dependency, and other attributes.

Q. What happens when a user make some changes the homepage?
When a user make some changes on the homepage then that pages is saved as his personalized homepage instead of 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?
To enable or disable the labels in pie chart we need to set the property glide.ui.chart.pie.labels to true or false.

Q. What is installation exit?
Installation exits are customizations that exit from Java to call a script before returning back to Java. Navigate to System Definition > Installation Exits. Some installation exit names (Login, Logout, ValidatePassword, ExternalAuthentication) are reserved and cannot be changed. Other installation exits can override these with custom script that replaces the script in the default installation exit.

Q. What is import set?
Import Sets is a tool used to import data from various data sources and, then using transform map, map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.

Q. What is transform Map?
A transform map transform the record imported into servicenow import set table to the target table. It also determines the relationships between fields displaying in an Import Set table and fields in target table.

Q. What do you mean by Foreign record insert?
A foreign record insert occurs when an import makes a change to a table that is not the target table for that import. This happens when updating a reference field on a table.

Q. Which searching technique is used to search a text or record in Servicenow?
Zing is the text indexing and search engine that performs all text searches in ServiceNow.

Q. What is inactivity monitor?
An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals. ServiceNow Interview Questions CMDB topics.
Q. What do you mean by Servicenow Configuration management?
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.
For more information, http://wiki.servicenow.com/index.php?title=CMDB_and_Extended_CMDB

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 are actually realized in areas outside the CMDB itself –- and 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?
The Discovery product is 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?
you must create a new relationship rule in Configuration > Suggested Relationships.

Frequently asked ServiceNow Interview Questions.
Q. What is Schema map?
The schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema.

Q. What is a dashboard?
Dashboard is a visual collection of reports and paralytics presented as KPI scorecards and INDICATOR summary tab.

Q. What is scorecard?
A scorecard can be used to measure the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the INDICATORS that you want to measure. Scorecards can be enhanced by adding targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series (totals and averages).

Q. What do you mean by indicators in performance analytics in servicenow?
INDICATORS , also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.

Q. How to set the default value of a date field to current datetime value?
Goto the dictionary of the respective date-time field and set the default value as : javascript:gs.nowDateTime();

Q. What is client transaction timing?
Client transaction timing provides more information on the duration of transactions between the client and the server.This REQUIRE to activate the plugin – Client transaction timing plugin.

Q. How to disable client transaction?
Locate the property named glide.client.track_transaction_timings and set it to false.
For more information, http://wiki.servicenow.com/index.php?title=Client_Transaction_Timings

Q. What a setWorkflow() function does?
setWorkflow() 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?
setForceUpdate() updates the record even if there is no changes on the record.

Q. What is the significance of setLimit(n) function?
setLimit(n) functions limits the number of records to query by Gliderecord().

Q. Can you update a record without updating its system fields(like sys_updated_by, sys_updated_on)?
Yes, you can do it by using a function autoSysFields() in your server side scripting.Whenever you are updating a record set the autoSysFields() to false 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?
Check box to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items

Pls send us your query , will answer back within 24Hrs: Thanks in advance for contacting us

First name, last name
Organization/Company
Leave blank if none
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ServiceNow Interview Questions GlideRecord topics.
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

ServiceNow Interview Questions Workflow topics.
Q. What is workflow editor and where to access it?
The Workflow Editor is 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.
Note: The Workflow Editor replaces the Graphical Workflow Editor, starting with the Fuji release.

Q. Describe workflow designer user interface?
The workflow designer user interface 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?
The Workflow Operations Dashboard 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);
For more information on workflow script, visit http://wiki.servicenow.com/index.php?title=Workflow_Script

ServiceNow Interview Questions Workflow topics.
Q. What is workflow editor and where to access it?
The Workflow Editor is 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.
Note: The Workflow Editor replaces the Graphical Workflow Editor, starting with the Fuji release.

Q. Describe workflow designer user interface?
The workflow designer user interface 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?
The Workflow Operations Dashboard 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);
For more information on workflow script, visit http://wiki.servicenow.com/index.php?title=Workflow_Script

ServiceNow Interview Questions Workflow topics.
Q. What is workflow editor and where to access it?
The Workflow Editor is 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.
Note: The Workflow Editor replaces the Graphical Workflow Editor, starting with the Fuji release.

Q. Describe workflow designer user interface?
The workflow designer user interface 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?
The Workflow Operations Dashboard 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);
For more information on workflow script, visit http://wiki.servicenow.com/index.php?title=Workflow_Script
ServiceNow Admin Certification Questions and Answers.
Q. Incident, problem tables inherit which table?
Task table.

Q. Give example of a one to many relationships?
sys_user table referring to the assigned_to field in Task table.

Q. When you customize a homepage, SNC makes a copy of it and ?
Adds the prefix My to the homepage name.

Q. __ receives notification, meeting invites on behalf of another user?
Delegate.

Q. What is SSO?
Single-Sign-On.

Q. How do you edit/ create a workflow?
Graphical Workflow Editor.

Q. What is the purpose of a service catalog workflow?
To create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.

Q. What is the important factor to remember when a user is creating catalog variable?
Catalog Variables are global by default.

Q. What is the purpose of an update set?
An update set is a group of customizations that can be moved from one instance to another.

Q. Can you change the number prefix from “INC” to “IN” for incident table?
System definition > Number maintenance table(sys_number).

Q. Which of the following is possible via an inbound action?
A. schedule a job,
B. sends an email notification,
C. modifying existing records.
B & C.

Q. Which setting allows the user to view knowledge articles without logging in?
A. ESS Role
B. Public Setting
C. View All Setting
D. View all Role
A.

Q. ACL is part of which security?
A. Physical Security
B. Contextual Security
C. Compliance Security
B.

Q. What is true regarding Knowledge Base?
In a Knowledge base, articles are grouped according to categories.

Q. How can you view the dictionary for a field?
Right click on the field and click Personalize Dictionary.

Q. What is true regarding ACLs?
If there are row and field ACLs, user has to satisfy both to have access to the field.

Q. What is Data Dictionary?
It contains information about a field’s data type, character limit, default value, dependency, and other attributes.

Q. How do you know which release version of Service Now you are working on?
Go to System Diagnostics > Stats and check the Build name.

Q. How do you change the color of the instance?
Using Navigation Menu under Content Management. From Eureka release, you can select the theme as well.

Q. What does this icon do ?

Use to impersonate users for testing purpose.

Q. Which of the following is data saved to?
A. Table
B. Form
C. List
A.

Q. When user creates a table “abc”, how does service now name it?
u_abc.

Q. Which among the following is true regarding tables?
You can delete the tables starting with u_ permanently.

Q. What influences homepage performance?
Set refresh time to Off.

Q. If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done?
A. Add Context
B. Change Layout
C. Make Gauge
B.

Q. What does the order field in service catalog do?
It displays the catalog item in the ascending order of this value.

Q. Which of the following gets automatically captured in an update set?
A. Table, schedules, forms
B. Table, forms, data
C. Table, forms, homepages
D. Tables, forms, views
B.

Q. What does the coalesce field do?
Coalesce on a field (or set of fields) means that the field will be used as a unique key.

Q. What does a transform map do?
A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing Service Now table (such as Incidents or Users).

Q. How is the application Navigator (left navigation) populated?
It is populated based on the role of the logged in user.

Q. Links, buttons, context menu action belongs to?
UI Action.

Q. How do you confirm an instance upgrade?
System Logs > events > system.upgraded , use this event to trigger the System Upgraded notification.

Q. What are the variables that you can add when you create a catalog item?
Options contained the combinations of following fields:
Slush bucket, multiple choices, additional category, single line text, multiline text, choice list, checkbox.

Q. What is the purpose of an Order Guide?
An order guide gives customers an easy way to order multiple related items as a single request, It uses:
– A single initial screen, where the customer fills in some initial information.
– A set of selected catalog items based on conditions derived from the initial information.

Q. What are available in Service Catalog?
Record Producer, Catalog Variables, Order Guides.

Q. Which of the following is true?
A. When moved from left to right slush bucket, reference fields become bold
B. System tables cannot be deleted
C. Deleted system tables will be created again during an instance upgrade
B.

Q. ACL is applied on ?
A. User
B. Groups
C. Applications/Modules
D. Table and field in table
D.

Q. Which table is used to store SLAs?
task_sla.

Q. What is one thing in workflows peculiar for catalog?
You can define visibility of variables on task form through workflow when it is created.

Q. What is Coalesce used for in import sets?
It compares the uniqueness of data. If not found, creates new record else update the current record.

Q. What steps will you take to load data from spreadsheet?
Load the data then create transform map then transform to the targeted table.

Q. What does RITM stand for?
Requested Item.

Q. Which one of the following on homepage will have access to knowledge?
A. News
B. Catalog item
C. Report
A.

Q. Applications and modules are loaded based on?
Roles.

Q. Knowledge process consists of?
Document creation, Approval and Review from SMEs and Publishing.

Q. Gauge is added to?
Homepage.

Q. What is difference between Save and Insert action on form?
Save saves the record and stays on the form, while Insert creates a new record & redirects to the previous page.

Q. If an admin wants to check the status of task from a service catalog request, what path he’s expected to follow?
REQ (number) > RITM (number) > TASK (number).

Q. By which means catalog variables can be arranged on a catalog item?
By setting the appropriate value of field Order.

Q. What do you mean by SaaS?
Software as a Service.

Q. ACL evaluates on ?
Condition / script and roles.

Q. How do you enhance Homepage performance in case of gauges?
To diagnose problems and improve homepage performance, administrators can:
– Turn on homepage debugging
– Troubleshoot slow REPORTS
Administrators can also tune homepage performance by configuring the properties described on the following pages:
– Parallel homepage rendering
– Homepage caching.

Q. How do you modify the field behavior?
Right click > Personalize > Dictionary.

Q. What do you mean by Elevated Privileges?
Allows users with the security admin role to operate in the context of a normal user and elevate to higher security role when needed.

Q. Where are customizations stored?
Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are ASSOCIATED with the update set (stored in the Customer Update [sys_update_xml] table) appear as a related list on the update set record.

Q. How to merge update sets?
You can merge multiple update sets into one for easy transfer. To merge update sets:
1. Navigate to System Update Sets > Merge Update Sets.
2. Use the slushbucket to select the update sets to merge.
3. Enter a name for the new update set. Updates are added to this set when the original sets are merged.
4. Click Merge selected.

Q. Which is parent table for INC, CHG, PRB?
Task.

Q. SLA, OLA and UC are configured in which module?
Service Level MANAGEMENT .

Q. Data inconsistency correction is done from automated __?
Plugin.

Q. If a split is added in a form, how many columns get created?
Two.

Q. Application Navigation Search history is stored somewhere or not?
No.

Q. Upgrade of instance, which is true?
A. As an SN Admin, you will manually do it
B. It happens once in a year at 8 pm
C. Customizations are lost
A.

Q. ESS can access which of the following?
A. My Items,
B. My requests,
C. KB
C.

Pls send us your query , will answer back within 24Hrs: Thanks in advance for contacting us

Service Now Admin Questions

1. Contextual Security-Question on hierarchy
Contextual Security — Secure a record based on its contents
Hierarchical Security — Can apply security rules to any level in our object hierarchy

The system is aware of our object hierarchy when it tries to identify a security rule to apply to a particular entity. The search order for a field level rule is:

explicit rule on self
explicit rule on field in parent
… until parent doesn't contain field
wildcard rule on self
wildcard rule on field in parent
… until parent doesn't contain field
Example: Given incident.number

Search is:

incident.number
task.number
*.number
incident.*
task.*
*.*

2. What does Order guide refer to in Service Catalog?
⇒ Ans: Bundled Request (An order guide gives customers an easy way to order multiple related items as a single request)

3. Where BSM maps are stored? On which table?
⇒ bsm_map2 table (Business Service Management map)

4. Which field should be there in table that identifies that it should be captured in Update Sets?
⇒ Ans: update_synch attribute

5. Where is workflow versions captured?
⇒ Ans: wf_workflow_version table

The following tables store workflows:

Workflow [wf_workflow] - The master records of workflows.
Workflow [wf_workflow_version] - Particular versions of a workflow, either published versions or versions that have been checked out.
Workflow Context [wf_workflow_context] - Individual instances of a workflow being used.

The following tables store activities:

Workflow Activity Definition [wf_activity_definition] - Defines the activities available to be used in a workflow.
Workflow Activity [wf_workflow_activity] - Activities as they are being used in Workflows.
Workflow Executing Activity [wf_executing] - Individual instances of activities being performed in active contexts.

The following tables store other Workflow components:

Workflow Stage [wf_stage] - Definitions of stages used by workflows.
Stage Default [wf_stage_default] - Definitions of default stage fields for tables to use.
Workflow Variable [wf_variable] - The Service Catalog variables for a workflow.
Activity Variables [wf_activity_variables] - Variables for activities.
Workflow Condition [wf_condition] - All of the defined conditions in workflows.
Condition Default [wf_condition_default] - Default conditions for Workflow Conditions.
Workflow Transition [wf_transition] - All of the defined transitions in workflows.

The following tables store historical information about workflows:

Workflow Log [wf_log] - All of the events and history of the Workflow.
Workflow Activity History [wf_history] - The history of executed activities.
Workflow Transition History [wf_transition_history] - The history of executed transitions.

The following table is also relevant to workflows:

Workflow Schedule [wf_workflow_schedule] - Defines a specific time to run a particular workflow.

6. If workflow is not published, only checked out will it be captured in update sets?
⇒ Ans: No, only published workflows are captured in update sets.

7. What does workflow timelines represent?
⇒ Ans: Shows timestamps in graphical form for activities of workflow.

8. When Business rules can be used in Knowledge base?
⇒ Scenario based: To insert Knowledge Article or Knowledge Submission through Incident, problem or change as record is closed in these mgmt.

9. If prefix of Incident needs to be changed, which table should I refer?
⇒ Ans: Number Maintenance table [sys_number].

10. Global Search option can be found in which part of UI?
⇒ Ans: On Banner

11. In which part of UI will you find help (link to wiki) option?
⇒ Ans: On header bar in Banner

12. What is security_admin role?
⇒ Ans: It comes after enabling Hi security plugin. (Elevated privileges)

13. If a user is not given filter_global or filter_admin role, what will be the impact?
⇒ He can save the custom filter for himself only, neither for his group nor globally.

14. Scenario when an Interceptor can be used?
⇒ Ans: In change management case to provide different option for user in case of separate view and template

15. What changes are not captured in update sets?
⇒ Ans: New user/group records and modification to a CI record.

16. Where will you find option to edit a list?
⇒ Ans: List control
Users can edit data in lists using a variety of methods:

Quick edit functions: change applicable field values using the right-click menu.
List editor: edit field values in a list without opening a form.
Multiple records: edit more than one record at the same time using the list editor or an editing form.

17. Name the SLA scheduled jobs.
⇒ Ans: SLA breached.

18. ACL which rule will win to restrict access to short description field of incident?
⇒ Ans: Incident. Short Description

19. Book mark feature can be found in which UI version?
⇒ Ans: UI 11 (June 11 release)
UI11 features include:

Split screen
Bookmarks
Flyout windows

20. How many major releases does Service Now have in a year?
⇒ Ans: 1

21. cmdb_ci_server inherits which class?
⇒ Ans: cmdb_ci_computer
The Configuration Item table is extended to other tables, such as Database [cmdb_ci_database] and Computer [cmdb_ci_computer]. The Computer table is extended to the Server [cmdb_ci_server] table, which is extended to the UNIX Server [cmdb_ci_unix_server] table, and so on.

22. What are the UI components of a homepage?
⇒ Banner, Content pane and Application Navigator.

23. What should be enabled to make a KB article accessible to everyone?
⇒ Ans: It should be made public

24. How will you define a Service catalog workflow?
⇒ Ans: Define Workflow properties, Define Workflow activities, Publish it.

25. What is SSO integration?
⇒ Ans: Single sign on for multiple applications

26. Where does Home page list and Impersonate Icon present?
⇒ Ans: Present on banner

27. Coalesce in import set?
⇒ Ans: Reduce chances of Data Redundancy during import

28. SLA-Retroactive start.

Retroactive Start determines the SLA's behavior if it is attached to the task at a point later than the task's creation. If Retroactive Start is true, then the SLA will time from the task's Created On date and time. If Retroactive Start is false, then the SLA will time from the date and time that it was attached to the SLA.

For example, if an Incident's Priority is changed to 1 - Critical and a Priority 1 SLA is attached at that time, Retroactive Start means that the SLA will count from when the incident was first created, rather than from when the Incident's Priority changed.

29. Delegate User
⇒ Ans: Request on behalf

30. Pause condition in SLA.
⇒ Defines conditions (using the Condition Builder) which, if met, pauses the SLA's timer. Once the conditions are no longer met, the SLA will resume. Pause conditions are not compatible with Relative Durations.

31. What all actions can be performed with inbound email?
⇒ Ans: create or update a record

32. Content of service catalog
⇒ Catalog Items, Record Producers, Order Guides

33. RITM stands for? –
⇒ Ans: Requested Item

34. Table for SLA task - task_sla

35. Table for SLA Definitions – contract_sla

36. How KB are organized? –By Topics and Categories

37. How applications appear?-By Roles

38. Content of banner in S-Now. –
⇒ Ans: Global Search, Impersonation Icon, Update Set, Print, Logout, Home, Debug, Wiki help

39. ACL applies on?- Ans: Fields and tables

40. ESS can access- Ans: My Items, My requests, KB

41. How to change Homepage Color? Ans: CMS (Content Management System)
42. Data Dictionary is used for?-Ans: Database Structure
43. Workflow editor and Service catalog differs in approval methodology? Ans: True
44. When high security plugin is enabled? By Default
45. SLA, OLA and UC are configured in which module? Ans: Service Level Management
46. Which is parent table for INC, CHG, PRB? Ans: task
47. How can you view reports on homepage? Ans: Add to Homepage
48. DB name for custom table? Ans: u_tbl
49. KB articles are referred in which modules below (Service Catalog, News, INC)? Ans: News
50. Where are customizations stored? Ans: sys_update_xml [Customer Update] table
51. What things are tracked in customizations?
• The update_synch attribute on the table
• Special handlers for changes that require updates to multiple tables
• Workflows
• Form sections
• Lists
• Related lists
• Choice lists
• Content pages (in Content Management)
• Database changes
• System dictionary entries
• Field labels
• Manual unloading for homepages

52. What changes out of below would be applied in case of a merge update set?
• The new update set is created and changes from the original sets are moved to the new set. Only changes that are not merged into the new set remain in the original sets.
• If the same object is updated in both sets (for example, both update sets modify the Incident form), only the most recent change is moved to the merged update set. The other update remains in its original update set to provide a record of the changes that were not moved. You may want to validate that the correct changes were moved to the new set by viewing the update set.
• After merging and validating, it is a good idea to delete or empty the original update sets to avoid applying an older change by mistake. The system does not remove the updates that were not merged into the new set.

53. What do you mean by Elevated Privileges?
⇒ A role that has special permissions for the duration of the log in session
54. How do you modify the field behavior? Ans: Right click> Personalize > Dictionary.
55. Shortcut to approve a Service Request? Ans: Right Click -> State -> Approve
56. How do you enhance Homepage performance in case of gauges?
⇒ Ans: Off Refresh Button/Delete Gauges
57. ACL evaluates on below…. Ans: condition/script and roles
58. If workflow checked out, can it be modified by any user? And: Yes, using force checkout
59. If a split is added in a form, how many columns get created?
It is possible to define more than one group of splits on a form with the propertyglide.ui.form_multiple_splits. If this property is missing or false, then things work as they always have. If this property is set to true, the following options appear in the Available column of the Personalize form slushbucket:
• |- begin_split -|
• |- split -|
• |- end_split -|
When you move any of these options to the Selected column, the names remain in the Available column, so you can select them multiple times. Each of these split options makes up a form group that will contain two columns, enabling you to create elements that span the form at the top of the form and also multiple two-column split element groups within the form.
Note: Additional split sections beyond the default one must contain all three items above: the begin, the split, and the end

60. Role assignment. Ans: Inherits to group members
61. One to many relationship in table.
⇒ Ans: Incidents may be associated with only one problem, but problems may be associated with many incidents
62. Import Sets characteristics
Import Sets is a powerful tool used to import data from various data sources, and then map that data into ServiceNow tables. The Import Sets table acts as a staging area for records imported from a data source.
Note: Data should not be imported in extremely large chunks. Creating an extremely large import set can cause delays and system outages.

A transform map determines the relationships between fields displaying in an Import Set table and fields in an existing ServiceNow table, such as the Incidents or Users table.
Importing sets will skip records when the data in the instance matches the data being imported.
Note: Import Sets run as user System. Therefore, Import Sets cannot add data to encrypted fields.

63. Service catalog displays? Ans: catalog items, order guides and record producer
64. Service catalog variable types????
I. Break
II. CheckBox
III. Container Start, Container End
IV. Date
V. Date/Time
VI. HTML
VII. Label
VIII. List Collector
IX. Lookup Multiple Choice
X. Lookup Select Box
XI. Macro
XII. Macro with Label
XIII. Multi Line Text
XIV. Multiple Choice
XV. Numeric Scale
XVI. Reference
XVII. Select Box
XVIII. Single Line Text
XIX. UI Page
XX. Wide Single Line Text
XXI. Yes/No

65. What influence system performance? Ans: More gauges on homepage/unnecessary glide queries
66. Icon of reference? Select image
67. If homepage is modified, system copy homepage and create? Create with prefix My
68. Data inconsistency correction is done from automated?
I. Plugin (Field Normalization)
II. Configurations
III. Workflow
IV. None of these
69. SC workflow, when it will execute? Ans: only for task running against sc_cat_item(Read it)
Administrators can use the graphical workflow editor to create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and subflows.
Service catalog workflows can be attached to particular requests in one of the following ways:
• Manually, on the Catalog Item form
• Automatically based on conditions
• Automatically if there are no other workflows attached

70. What is represented by order in Service catalog? Ans: how the catalog variable will be displayed.
71. When High Security plugin is activated? Ans: Penetration testing.
72. How ACL is applied? Ans: only on table and field level.
73. Delegate Rules? Ans: User who is being delegated should be of same department?(need to verify)
74. What is a Column and row in a table? Ans: Column is a field and row is a record.
75. If User customizes the Homepage, what happens? Ans: A prefix My is added to the homepage.
76. What is true about Service catalog variables? Ans: They are global.
77. What is there stored in CMDB? Ans: Measurable tangible and intangible data of a CI.
78. How to set display value for any field. Ans: By using dictionary
79. Standard recommendation for Update set..? Ans : Do not use default update set for customization
80. Upgrade of instance, which is true?
81. Fastest method of approving requests
Options: i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
82. Difference between Business Rules and Client Scripts?
83. Service Now update set multiple on incident form.
84. UI Action/UI Policy
85. Application Navigation Search history is stored somewhere or not?
86. Service Catalog workflow activities..? Ans: Workflow properties, Workflow activities and publish
87. Which customizations would get stored in update set?
⇒ Ans:
• Any changes to scripting,
• new field’s customization,
• Workflows
• Form sections
• Lists
• Related lists
• Choice lists
• Content pages (in Content Management)
• Database changes
• System dictionary entries
• Field labels
• UI actions
• UI policies
• business rules
• client script
88. Order the typical no of users for any SNOW instance: Ans: ESS, ITIL, Delegate Admin and Admin
89. Catalog request flow: Ans: Item Requests, RITM, Fulfillment, Procurement
90. How to change background color? Ans: Right Click -> Personalize -> All -> Style
91. After save on form. Which fields get stored in activities log.? Ans: Audited fields
92. Home icon purpose on banner
93. In Service now which role is get option for approval a request or same etc. (Delegate)
94. What is the standard order for incident execution?
95. How do you define New Release and Preview Release?
96. After submit incident ticket what happens to Additional Comment data?
⇒ Ans: Data stores to database and displays in activity log.
97. In case of Client Script which field should be true to apply client script on all views.?
⇒ Ans: Global field
98. Role based (if a role has assign multiple roles then which option is true)
99. What is sys_id? Ans: Unique Record Identifier (32-Character)
100. Where is data stored? Ans: Tables
101. What is condition contains? Ans: a field,an oprerator and a value
102. What is the true if we delete the system table?
⇒ Ans: Automatically recreated deleted System table in Next Upgrade
103. How to make an UI Policy global? Ans: By Check the Global field
104. Button, Related Links and Context Menu these are? Ans: UI Actions
105. What is the true about Client Script and BR?
106. How ServiceNow system is configured to send an email notification after system Upgrade?
⇒ Ans: Define in Notification Module
107. What is the true about SluchBucket?
⇒ Ans: Fields appearing in Selected section will be present in form
108. ACL applies to? Ans: Table or Field
109. How ACL will execute? Ans: generic to specific
110. What is the use of an Order Guide? Ans: To order multiple items in single Request
111. Which module is used for create a new Catalog item?Ans: Maintain items
112. What are Sevice Catalog HomePage contains?(Record producer,Order Guide and Catalog items)
113. How to arrange the Applications in left navigation to user?(By giving role to user)
114. Which is true to create a catalog tasks?(Workflow for Sc_req_item)
115. Which module is used to see column structure in a table?(Tables & Columns)
116. What is the use of BSM map?(Configuration item and its relationships)
117. How to define field attributes(Right click on field lable>Personalize Dictionary)
118. What is SSO?(Type of integration used to login single time and access other application without relogin)
119. Which part of HomePage contains KB?(News)
120. What is the Processes of KB?()
121. What are the modules can be accessed by ESS in Service Catalog?(My Request and Requested items)
122. How ACL is evaluvated?
⇒ Given a row level rule on incident, and a field level rule on incident.number, access to the number field would be allowed only if both rules evaluated to true. Both rules must be met before an operation is allowed.
123. What is diff between SAVE and Insert buttons?(Save button saves the changes and remains in same page, Insert button inserts new record)
124. When Submit button Appears in the form?(only for New Record)
125. What is listing in HomePage icon?(List of home pages)
126. How to change the Development and Production instance color?
127. How to see the current version of instance as an Admin?(System Diagnostic application » Stats Module » Build)
128. What are tables can be deleted?(Starts with u_)
129. What is CMDB contains?
130. What is the use of an Update Set?(To moving customization from one instance to other instance)
131. When user modifies HomePage,What will happen?(Creates new with "MY " prefix)
132. In which place admin can edit the HomePgae?(Add Content)
133. Which is true about INC table?(Incident table extends task table)
134. Which is the Parent table for INC,PRB and CNG?
135. Where is all SLAs are stored?(task_sla)
136. What is retoactive start in SLA?(Takes the SLA start time from Date/Time field)
137. What is true about OnChange() client script?(Runs when field value canges)
138. Which is true about UI Policy?(Used to make pirority field readonly)
139. What is the use of Order field in Order Guide's variable?(arranges the variablesin accending order in the Order Guide form)
140. What is the use of Colease filed in Update set?
141. Which is true about Update Set?(Same Transform Map can be used multiple times in Same Import set)
142. What is SaaS? Ans: Software as a Service
143. When UI Actions appears on the form? Ans: when conditions gets satisfied
144. Can we validate workflow before publish? Ans: True

Pls send us your query , will answer back within 24Hrs: Thanks in advance for contacting us

FEW MORE SERVICENOW Q&A

1. Incident, problem tables inherit which table.
Ans: Task table.
2. Give example of a one to many relationships
Ans: sys_user table referring to the assigned_to field in Task table
3. When you customize a homepage, SNC makes a copy of it and
Ans: adds the prefix "My" to the homepage name.
4. Which of the following is true?
Ans: When a user belongs to more than one group, each group provides him permissions.
5. __ receives notification, meeting invites on behalf of another user.
Ans: Delegate
6. What is SSO?
Ans: Single- Sign-On
7. How do you edit/ create a workflow?
Ans: Graphical Workflow Editor
8. What is the purpose of a service catalog workflow?
Ans: to create workflows to drive request fulfillment. Workflows can generate and assign approvals, generate and assign tasks, or run scripts and sub flows.
9. What is the important factor to remember when a user is creating catalog variable?
Ans: Catalog Variables are global by default.
10. What is the purpose of an update set?
Ans: An update set is a group of customizations that can be moved from one instance to another.
11. How can you change the number prefix from "INC" to "IN" for incident table?
Ans:
12. Which of the following is possible via an inbound action?
A. schedule a job
B. sends an email notification
C. modifying existing records
13. Which setting allows the user to view knowledge articles without logging in?
a. ESS Role b. Public Setting c. View All Setting d. View all Role
14. Which of the following defines a condition?
Ans: Field, Operator, Value
15. Which of the following is true regarding roles?
Ans: Roles can contain other roles. When user is assigned to a role, he will inherit the contained roles as well.
16. ACL is part of which security?
a. Physical Security b. Contextual Security c. Compliance Security
17. Which is true regarding Knowledge Base?
Ans: In a Knowledge base, articles are grouped according to categories.
18. How can you view the dictionary for a field?
Ans: Right clicks on the field and click Personalize Dictionary.
19. Which among the following is true regarding ACLs?
Ans: If there are row and field ACLs, user has to satisfy both to have access to the field.
20. What is Data Dictionary?
Ans: It contains information about a field's data type, character limit, default value, dependency, and other attributes.
21. How do you know which release version of Service Now you are working on?
Ans: Go to System Diagnostics->Stats and check the Build name.
22. How do you change the color of the instance?
Ans: Using Navigation Menu under Content Management.
23. What does this icon do (provided impersonate key symbol)?
24. What does this icon do (provided the home symbol in the banner)
25. Which of the following is data saved to?
a. Table b. Form c. List
26. When user creates a table "abc", how does service now name it?
Ans: u_abc
27. Which among the following is true regarding tables?
Ans: You can delete the tables starting with "u_" permanently.
28. Which of the following influences homepage performance
Ans: Set refresh time as a long one or set it "off".
29. If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done
a. Add Context b. Change Layout c. Make Gauge
30. What does the order field in service catalog do?
Ans: It displays the catalog item in the ascending order of this value.
31. Which of the following gets automatically captured in an update set:-
a. Table, schedules, forms
b. Table, forms, data
c. Table, forms, homepages
d. Tables, forms, views
32. What does the "coalesce" field do?
Ans: Coalescing on a field (or set of fields) means the field will be used as a unique key.
33. What details does a knowledge article hold?
34. What does a transform map do?
Ans: A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing Service Now table (such as Incidents or Users).
35. How is the application Navigator (left nav) populated onload
Ans: It is populated based on the role of the logged in user.
36. Difference between client script and business rule
Ans: Client script runs at client side onLoad, onchange and onSUbmit of the form, BR runs at server side before/after record in inserted, updated or deleted.
37. onChange client script runs on
Ans: Change in the value of a particular field
38. Links, buttons, context menu action belongs to
Ans: UI action
39 Which among the following can a UI policy accomplish?
Ans: Making a field read-only
40. Which among the following is true:-
Ans: Moving an entry from Selected to Available slush bucket removes it from the form.
41. How do you confirm an instance upgrade?
Ans: System Logs->events->system.upgraded, use this event to trigger the System Upgraded notification
42. How do you approve a catalog request?
43. What all modules can an ESS user see under in Service Catalog?
44. What are the variables that you can add when you create a catalog item?
Ans: Options contained the combinations of following fields:
Slush bucket, multiple choices, additional category, single line text, multi-line text, choice list, checkbox
45. What is the purpose of an Order Guide?
Ans: An order guide gives customers an easy way to order multiple related items as a single request, It uses:
- A single initial screen, where the customer fills in some initial information.
- A set of selected catalog items based on conditions derived from the initial information.
46. Which of the following can be performed by a system administrator?
Ans: Change the maximum size of attachments and restrict the type of attachments [I chose this option as this requires a modification in sys_properties, other options were possible with non-admin roles]
47. What all are available in a knowledge homepage?
48. Which of the following are available in Service Catalog:-
Ans: Record Producer, Catalog Variables, Order Guides
49. Which of the following is true:-
a. When moved from left to right slush bucket, ref fields become bold
b. System tables cannot be deleted
c. Deleted system tables will be created again during an instance upgrade
d. [Don’t remember this one, I chose b]
50. Choose the order of evaluation of ACLs
Ans: An ACL rule only grants a user access to an object if the user meets all of the permissions required by the matching ACL rules.
-The condition must evaluate to true.
-The script must evaluate to true or return an answer variable with the value of true.
-The user must have one of the roles in the required roles list.
-The other matching ACL rules for the object type must evaluate to true.

51. What is sys_id?
ans - unique identifier for each record in a table
52. ACL is applied on - s
a. user
b. groups
c. applications/modules
d. table and field in table
53. Choose correct statement -
ans - A column is a field and a row is a record
54. What is the one pause condition for incident SLA?
ans - awaiting <something>
55. What table is used to store SLAs?
ans - task_sla
56. How will you approve a catalog request?
a. Right click request record in request list and click approve
b. Right click task record in task list and click approve
c. …
d. …
ans - I chose a as only that made sense
57. What is one thing in workflows peculiar for catalog?
ans - You can define visibility of variables on task form through workflow when it is created
58. What is BSM MAP?
59. What does CMDB consists of?
60. How will you make service catalog workflow available?
Ans- I chose - define workflow, create workflow activities and publish
61. What is Coalease used for in import sets
ans - It compares the uniqueness of data if not found, creates new record
62. What steps will u take to load data from spreadsheet?
ans - load data, create transform map, transform
63. As an end user which modules of service catalog do you see?
ans - My requests, Requested Item
64. What does RITM stand for?
ans - Requested Item
65. for an incident form when saved
a. Additional comments get copied to work notes
b. work notes get copied to activity log
c. work notes get overwritten
I chose b
66. Which one on homepage will access knowledge?
a. news
b. catalog item
c. report
ans - a
67. Applications and modules are loaded based on
ans - Roles
68. Knowledge process consists of –
ans - document creation, approval and review from SMEs and publishing
69. Gauge is added to
ans - homepage
70. What is difference between Save & Insert action on form
Ans. Save saves the record & stays on form, while Insert creates a new record & redirects to list view.
71. If an admin wants to check the status of task from a service catalog request, what path he's expected to follow
Ans. REQ (number)»RITM (number)»TASK (number)
72. How the catalog variables cab be arranged on a catalog item
Ans. By setting the appropriate value of field 'Order'.
73. What do you mean by SaaS?
Ans. Software as a Service
74. Service catalog displays?
Ans. catalog items, order guides and record producer
75. ACL evaluates on below….
Ans. condition / script and roles
76. How do you enhance Homepage performance in case of gauges?
Ans. To diagnose problems and improve homepage performance, administrators can:
Turn on homepage debugging
Troubleshoot slow reports
Administrators can also tune homepage performance by configuring the properties described on the following pages:
Parallel homepage rendering
Homepage caching
77. Shortcut to approve a Service Request?
Ans. My request or Email
78. How do you modify the field behavior?
Ans. Right click> Personalize > Dictionary
79. What do you mean by Elevated Privileges?
Ans. Session
80. What things are tracked in customizations?
Ans. Customizations are tracked by update sets only for some objects, using one of the following methods:
The update_synch attribute on the table
Special handlers for changes that require updates to multiple tables
Manual unloading for homepages
Update sets cannot be used to transfer other system changes or data. In general, update sets capture configuration information but not task or process data. For example, update sets track service catalog item definitions and related configuration data like variables and variable choices. However, if you test the service catalog by placing orders, the orders (requests, items, catalog tasks) are not tracked by update sets.
81. Where are customizations 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 (stored in the Customer Update [sys_update_xml] table) appear as a related list on the update set record.
82. KB articles are referred in which modules below?
Ans. Service Catalog, News, INC.
83. What changes out of below would be applied in case of a merge update set?
Ans. You can merge multiple update sets into one for easy transfer.
To merge update sets:
1. Navigate to System Update Sets > Merge Update Sets.
2. Use the slushbucket to select the update sets to merge.
3. Enter a name for the new update set. Updates are added to this set when the original sets are merged.
4. Click Merge selected.
• The new update set is created and changes from the original sets are moved to the new set. Only changes that are not merged into the new set remain in the original sets.
• If the same object is updated in both sets (for example, both update sets modify the Incident form), only the most recent change is moved to the merged update set. The other update remains in its original update set to provide a record of the changes that were not moved. You may want to validate that the correct changes were moved to the new set by viewing the update set.
After merging and validating, it is a good idea to delete or empty the original update sets to avoid applying an older change by mistake. The system does not remove the updates that were not merged into the new set.
84. DB name for custom table?
Ans. U_tbl
85. How can you view reports on homepage?
Ans.
86. Which is parent table for INC, CHG, PRB?
Ans. Task
87. SLA, OLA and UC are configured in which module?
Ans. SLM
88. When high security plugin is enabled?
Ans. The Platform Security Settings - High plugin is active by default on all new Service Now instances. For instances in which the high security settings are active, observe the following cautions:
Integrations into Service Now tables fail unless access control lists (ACL) are defined for the tables being accessed and the appropriate roles are assigned.
The same ACL requirements apply for import sets that apply to integrations.
The Platform Security Settings - High plugin automatically activates the Contextual Security plugin if it is not already active. In addition, the Platform Security Settings - High plugin delivers the following settings and features in the context of increasing the security of your Service Now platform.
Features:
High Security Settings: Default property values to harden security on your platform by centralizing all critical security settings to one location for management and auditing.
Default Deny Property: A new security manager property controls the default security behavior for table access.
Security Administrator Role: A new role used to prevent modification of key security settings and resources. The Security Administrator role is not inherited by the admin role and must be explicitly assigned.
Access Control Lists: Prevents modification of sensitive and platform-level resources in prior versions.
Property Access Control: Enables the ability to set read and write roles to individual properties in order to prevent modification.
Elevated Privilege: Allows users to operate in the context of a normal user and elevate to higher security role when needed.
Transaction and system logs are read only.
89. Data inconsistency correction is done from automated?
Ans.
I. Plugin
II. Configurations
III. Workflow
IV. None of these
90. Workflow editor and Service catalog differs in approval methodology?
Ans. True
91. If a split is added in a form, how many columns get created?
Ans. Two
92. Icon of reference?
Ans. icon ( )
93. Application Navigation Search history is stored somewhere or not?
Ans. No
94. Upgrade of instance, which is true?
i) As an SN Admin, you will manually do it
ii) It happens once in a year at 8 pm
iii) Customizations are lost?
95. Data Dictionary is used for?
Ans. Database Structure
96. Import Sets characteristics
97. How to change Homepage Color?
Ans. CSS
98. ESS can access-
Ans. My Items, My requests, KB
99. ACL applies on?
Ans. Fields and tables
100. Contextual Security-Question on hierarchy
Ans. Generic to specific
101.

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FEW MORE QUESTIONS SNOW

1. How to attach workflow to a catalog item? // go to record producer of a particular catalog item
2. What are the steps to create a workflow for Catalog Item? // workflows are created either on Request table or on Requested Item table.
3. Where do you create a catalog item? // catalog definition—> record producer.
4. What objects are part of service catalog? // main
5. Incident extends which table? // Task(task)
6. which information is stored in CMDB? // Measurable tangible and intangible data of a CI.
7. What is a field? // column is a field and row is a record
8. What are the things captured in Update sets? // update sets captures changes made to a form.scheduled jobs and changes in record are not captured.
9. What is the purpose of update sets?// update sets allow customizations to be developed in a development instance, moved to a test instance, and then applied to a production instance
10. Which statement is true for ACLs?
11. What can be done using Contextual Security? // secure fields and tables via ACL rules
12. What information is stored in Dictionary? //Database Structure
13. How to Edit homepages? // go to homepage admin -> pages.Right click and edit homepage.
14. Granting roles to users..Inheriting a role?
a group still automatically inherits any role granted to the group.
15. How to approve a request?
16. When it is visible in catalog?
17. Which information is available in BSM maps? // graphically displays the configuration items (CI) that support a business service and indicates the status of those configuration items. The status is refreshed automatically.
18. How to decide which application will be visible on logging?// application will be visible to that user having appropriate role.same true for modules.same true for catalog items and variables.
19. What information is maintained in Knowledge base? // articles about incidents problems, and there solutions so that if same incident occurs again user can go through them
20. Which section on homepages gets the information from Knowledge base?// Content banner(news section,knowledge search,knowledge base)
21. Which person recieves mails,messages, meeting request of other person?
22. In which part of UI global search appears?
banner frame.
23. What are the different types of UI actions? // Form buttons,Form context menu items,Form links,List buttons,List context menu items,List choices,List links
24. How to handle Visibiity of UI actions? // can control visibility with roles,conditions and views(exclude/include in ui action visibilty related list)
25. UI actions are executed on client or server? // both.Depending upon whether the client box is checked or not.
26. 26)What is the difference between client scripts and business rules? // client : runs on browser side,BR : runs on application server and database.
27. 27)Can an onchange client script run onload?// Yes. // onChange means the Client Script runs when something specific gets changed AND also when the form or page loads
28. 28)Knowlegde articles are maintained on which basis?
29. 29)Can we access a knoledge article without login in to instance? if yes, How?
A public knowledge base is accessible to everyone, no login required.
30. A private knowledge base requires users to log in before they can access any articles
31. 30) What is single sign on? // Bypass the ServiceNow login authentication by allowing a user of your corporate portal to automatically login to the system with centrally managed roles and authorization. External Authentication, also referred to as SSO (Single Sign-on), is a method of access control that enables a user to log in once and gain access to the resources of multiple software systems without being prompted to log in again.
32. 31)Can we delete all tables?// No.only user created tables can be deleted.
33. 32)What is retroactive start in SLA?// Retroactive Start determines the SLA's behavior if it is attached to the task at a point later than the task's creation. If Retroactive Start is true, then the SLA will time from the task's Created On date and time.
34. If Retroactive Start is false, then the SLA will time from the date and time that it was attached to the SLA. 33)How to define type of SLA?(which field) // Type field: SLA,OLA,UC
35. 34)In which table the SLA for tasks are tracked? // Task table or tables which extends Task like Problem,Incident
36. 35)How to make a UI Policy global? // checking the global field on UI policy form.
37. 36)What is RITM?// RITM is requested item no..It is generated when user requests an item
38. 37)What is the fastest way of approving a request?// workflow…confirm
39. 38)If a table is created with label "abc" which name will appear in dictionary for it? u_abc 39)Arrange the users in ascending the order as per their count in organisation - 1)ITIL 2)System Admin 3)ESS 4) Admin.(not sure about the choices)
40. Can we have multiple cycles for approvals in catalog item?
yes

a. Where is workflow versions captured?
41. Ans: wf_workflow_version
a. If workflow is not published, only checked out will it be captured in update sets?
42. Ans: No, only published workflows are captured in update sets. 3. What does workflow timelines represent?
43. Ans: Shows timestamps in graphical form for activities of workflow.
a. If prefix of Incident needs to be changed, which table should I refer?
44. Ans: Number Maintenance table.
a. Global Search option can be found in which part of UI?
45. Ans: On Banner
a. In which part of UI will you find help (link to wiki) option?
b. Scenario when a Interceptor can be used?
c. What changes are not captured in update sets?
Ans: New user/group records and modification to a CI record.
46. Where will you find option to edit a list?
Ans:List control
47. Cmdb_ci_server inherits which class?
Ans: cmdb_ci_computer
48. Pause condition in SLA.
49. GUI content
50. In which sections KBs are placed?
51. New release and preview release
52. What all actions can be performed with inbound email?
Ans: create or update a record 16. Role assignment
53. One to many relationship in table
54. Content of service catalog
55. If workflow checked out, can it be modified by any user?
56. UI Action/UI Policy
57. RITM stands for? –Requested Item
58. Table for SLA task-task_sla
59. How KBs are organized? –By categories, need to check!
60. How applications appear?-By Roles
61. If homepage is modified, system copy homepage and create? 26. What influence system performance?
62. Content of banner in S-Now.
63. Fastest method of approving requests
64. Import Sets characteristics
65. Data Dictionary is used for?-Database Structure
66. Upgrade of instance, Which is true?
Options: i) As an SN Admin, you will manually do it
ii) It happens once in an year at 8 pm
iii) Customizations are lost?
67. Application Navigation Search history is stored somewhere or not?
68. Service Now update set multiple on incident form.
69. Icon of reference?
70. If a split is added in a form, how many columns get created? 36. Data inconsistency correction is done from automated?
i. Plugin
ii. Configurations
iii. Workflow
iv. None of these
71. When high security plugin is enabled?
72. SLA, OLA and UC are configured in which module? (SLM)
73. Which is parent table for INC, CHG, PRB? (task)
74. How can you view reports on homepage?
75. DB name for custom table? (u_tbl)
76. What changes out of below would be applied in case of a merge update set?
77. KB articles are referred in which modules below (Service Catalog, News, INC)
78. Where are customizations stored?
79. What things are tracked in customizations?
80. What do you mean by Elevated Privileges? (session)
81. How do you modify the field behavior? (Right click> Personalize > Dictionary).
82. Shortcut to approve a Service Request?
83. How do you enhance Homepage performance in case of gauges?
84. ACL evaluates on below…. (condition / script and roles)
85. Service catalog displays? (catalog items, order guides and record producer)
86. Service catalog variable types????
87. SC workflow, When it will execute?
Ans: only for task running against sc_cat_item(Read it)
88. What is represented by order in Service catalog?
Ans: how the catalog variables will be displayed.
89. When Hi Security plugin is activated?
90. Ans: Penetration testing.
91. How ACL is applied?
Ans: only at table and field level.
92. Delegate Rules? User who is being delegated should be of same department?(need to verify)
93. What is a Column and row in a table?
Ans: Column is a field and row is a record.
94. If User customizes the Homepage, what happens?
Ans: A prefix My is added to the homepage.
95. What is true about Service catalog variables?
Ans: They are global.
96. What is there stored in CMDB?
Ans: Measurable tangible and intangible data of a CI.
97. Difference between Business Rules and Client Scripts.
98. how can an admin determine which version of the instance is running 2. steps to import new data from the spreadsheet
99. what path should users take to view fulfilment stage task
100. purpose of workflow
101. what is true when a table is deleted (is there a undelete command of deleting a table or reports of the table are not deleted)
102. how to make a field of a table its display field?
103. what are the 3 parts of a condition? (Field,operator,value)
104. for an incident, which one is true (impact is calculated based on urgency and priority)
105. when you click on create an incident, reset an password, report an outage, where does it take you?
106. how to display a catalog item to a user?
107. what is the characteristics of role assignment? 12. where can you see gauges?
108. for an incident form, which below example is the use of a UI policy? (Making priority field read only)
109. how is data organized in a table
110. how knowledge base is organized?
111. what is the use of coalesce in a transform map
112. what is the purpose of a transform map
113. what are the 2 settings available as part of the contextual security manager?
114. application visibility is determined by?
115. what statement is true for users belonging to multiple groups? (not sure abt options)

116. what is PAAS
117. Transform map can be applied multiple time to an import set
118. Update set is used to move changes from dev to production
119. Example of 1 to many relationships // user table and task table
120. How to change color of homepage
121. How to improve performance of homepage
122. Delegated user should belong to same group as that of user
123. Who can receive mails,meetings,notification of other user
124. What all applications are available for ess // my requested item, requested items, tasks, my tasks
125. Why do we impersonate different user
126. knowledge base articles are categorized by
127. knowledge base articles are available in which section on service catalog
128. significance of order field in service catalog variable
129. where all task slas are stored // task_sla
130. Homepage is made up of what all components

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