ServiceNow

TOP 20 SERVICE NOW INTERVIEW Q&A

✅ 1. What is ServiceNow?

Answer: ServiceNow is a cloud-based platform that provides IT Service Management (ITSM), workflow automation, and application development using a low-code approach. It helps organizations manage incidents, changes, requests, and automate business processes.

✅ 2. What is an Instance?

Answer: An instance is a single-tenant environment of ServiceNow with its own database, applications, and configurations (e.g., dev, test, prod).

✅ 3. What is a Table in ServiceNow?

Answer: A table is a collection of records (like a database table). Example: incident table stores incident records.

✅ 4. What is a Business Rule?

Answer: A Business Rule is server-side script that runs when a record is inserted, updated, deleted, or queried to enforce logic.

✅ 5. Types of Business Rules?

Answer:

Before

After

Async

Display

✅ 6. What is a Client Script?

Answer: Client Scripts run on the browser and control form behavior like validation, field changes, and UI interaction.

✅ 7. Types of Client Scripts?

Answer:

onLoad

onChange

onSubmit

onCellEdit

✅ 8. Difference: Client Script vs Business Rule?

Answer:

Client Script → runs on browser (UI level)

Business Rule → runs on server (database level)

✅ 9. What is GlideRecord?

Answer: GlideRecord is a server-side API used to interact with the database (CRUD operations).

Example:

JavaScript

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var gr = new GlideRecord('incident');

gr.addQuery('priority', 1);

gr.query();

✅ 10. What is g_form?

Answer: g_form is a client-side API used to manipulate form fields.

Example:

JavaScript

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g_form.setValue('priority', '1');

✅ 11. What is ACL?

Answer: ACL (Access Control List) defines security rules to control who can access data (read/write/create/delete).

✅ 12. What is a Script Include?

Answer: Script Include is reusable server-side JavaScript that can be called from other scripts.

✅ 13. What is CMDB?

Answer: CMDB (Configuration Management Database) stores information about IT assets and their relationships.

✅ 14. What is a Dictionary Override?

Answer: It allows modifying field properties for extended tables without changing the base table.

✅ 15. What is Service Catalog?

Answer: Service Catalog allows users to request services/products via catalog items or record producers.

✅ 16. Difference: Catalog Item vs Record Producer?

Answer:

Catalog Item → creates request (RITM)

Record Producer → creates record in any table (like incident)

✅ 17. What is Flow Designer?

Answer: Flow Designer is a no-code/low-code tool used to automate workflows without scripting.

✅ 18. What is UI Policy?

Answer: UI Policy dynamically changes form behavior (mandatory, visible, read-only) without scripting.

✅ 19. How to prevent duplicate incidents?

Answer: Use Business Rule:

Check existing records with same short description

Abort insert if duplicate found

✅ 20. Scenario Question

👉 Q: Auto-assign incident when priority is High?

Answer:

Create Business Rule or Flow:

Condition: Priority = High

Action: Set Assignment Group