1. What is ServiceNow?

ServiceNow is a cloud-based platform that helps businesses manage IT services and automate
workflows efficiently. It is widely used for IT Service Management (ITSM), allowing organizations to
track and resolve IT issues, manage changes, and maintain IT assets.

Key Features of ServiceNow ITSM:

1.​ Incident Management – Helps IT teams quickly log, track, and resolve technical issues,
ensuring minimal downtime for users.
2.​ Problem Management – Identifies and eliminates the root causes of recurring IT issues to
prevent future dincisruptions.
3.​ Change Management – Ensures IT system changes (such as software updates or
infrastructure modifications) are planned, tested, and implemented smoothly with minimal
risk.
4.​ Configuration Management Database (CMDB) – Maintains a detailed record of IT assets
(hardware, software, network devices) and their relationships, helping with troubleshooting
and impact analysis.
5.​ Service Catalog – Provides a self-service portal where employees can request IT services
(e.g., software installation, password reset) without contacting the IT department directly.

Why Use ServiceNow?

●​ Automation – Reduces manual work by automating repetitive tasks.

●​ Integration – Connects with other business tools for seamless operations.
●​ Scalability – Supports growing businesses with flexible and customizable workflows.
●​ Improved IT Efficiency – Ensures faster issue resolution and better service management.

Beyond ITSM, ServiceNow also supports HR, customer service, security operations, and other
business functions, making it a powerful tool for digital transformation.

2. Difference Between ServiceNow & Salesforce?

ServiceNow Salesforce
 It is an IT service management software ●​ A Customer Relationship
that is used for automating workflows in Management (CRM) platform.
businesses. ●​ Helps companies manage sales,
marketing, and customer
support.

🔹 Who uses it?

●​ Sales and marketing teams (to
track leads, manage customers,
and boost sales).

🔹 Key Features
●​ Provides tools to handle customer
interactions, sales pipelines, and
campaigns.
●​ Offers a customizable platform
called Lightning, which includes
Process Builder and Flow for
automation.

It caters usually to the IT departments for

support, employee onboarding,
operations, etc.

ServiceNow provides a platform for

automating workflows using its
proprietary scripting language.

3. What do you mean by the term “Application” in ServiceNow?

✅ ServiceNow Application Service = A group of IT components that work together to
✅ CMDB (Configuration Management Database) = A database that keeps track of
provide a service (like a restaurant or an email system).

all the components and how they are connected.

✅ Configuration Items (CIs) = The individual parts (like servers, software, networks)
that make up a service.

4. What is the latest ServiceNow user interface and when it was

released?
ServiceNow releases new versions of its platform twice a year to improve features, fix
issues, and introduce new tools.
Utah is one such version, released in early 2023 (Q1). May
It includes new products, improvements, and fixes for existing features.

5. What is the CMDB Baseline?

The Configuration Management Database (CMDB) is a central system that stores important
details about an organization's IT assets, called Configuration Items (CIs).

What are Configuration Items (CIs)?

CIs are all the IT components that an organization uses, such as:

●​ Hardware – Servers, computers, network devices.

●​ Software – Applications, operating systems.
●​ Networks – Routers, switches, cloud services.

Why is CMDB Important?

●​ Tracks IT Assets – Keeps a record of all IT components in one place.

●​ Shows Relationships – Helps understand how different assets are connected.
●​ Supports IT Operations – Assists in Incident Management, Change Management, and
troubleshooting.
●​ Reduces Risks – Provides a clear view of the IT infrastructure, preventing unexpected
issues.

The CMDB helps IT teams manage and track all IT assets in one place. It shows how different
components are connected, making troubleshooting faster and change management safer. With
accurate data, IT teams can prevent issues, reduce downtime, and keep operations running
smoothly.

6. What is a business rule?

A Business Rule in ServiceNow is a server-side script that runs automatically when a record is
created, updated, deleted, or queried in a database table. It helps enforce business logic without
requiring manual action.

(In ServiceNow, a record is a single entry in a database table that contains specific information
about an item, request, or process.)

How Business Rules Work:

●​ They execute automatically when specific conditions are met.

●​ They can modify records, send notifications, or enforce rules.
●​ They ensure consistency and automation in workflows.

Example:

A company sets a Business Rule that automatically assigns all high-priority (Priority 1)
incidents to a specific IT team. This ensures urgent issues get addressed without delay.

Business Rules help automate tasks, improve efficiency, and reduce errors in IT processes.

javascript

CopyEdit

if (current.priority == 1) {

current.assignment_group = 'High Priority Support';

7. What is an instance in ServiceNow?

An instance is like your own personal ServiceNow account, but for a business. It is a
separate environment where a company can store data, manage IT services, and
automate workflows.
✅
Each company that uses ServiceNow gets its own instance, which means:​

✅
Their data is separate from other companies.​

✅
They can customize it as they want.​
It is secure and isolated from others.

8. What is CMBD?
CMBD (Configuration Management Database) is a database in ServiceNow that stores
information about the organization's configuration of IT assets. These assets include
hardware and software components, network devices, and applications. CMBD enables
organizations to maintain the reliability and security of their systems by helping them
track, manage, and maintain the configuration of their IT applications and infrastructure.

9. How does ServiceNow support ITIL processes?

ITIL (Information Technology Infrastructure Library) is an integrated framework that
helps IT organizations to align their services and operations.

ITIL is a set of rules and best practices that help IT teams manage and improve
their services. It ensures that businesses can use technology without major issues or
disruptions.

Imagine a company’s IT department that handles things like computers, networks,

software updates, and technical issues. ITIL helps them work in an organized and
efficient way so that:​
✔ Issues get fixed quickly​
✔ IT problems don’t repeat​
✔ Changes happen smoothly without causing problems

All modules come under ITIL

10. Explain ServiceNow Security Model.

 ●​ ServiceNow has strong security to protect data, control user access, and stop
cyber threats. It uses four main security features:
●​ 1️⃣ Data Encryption (Protecting Information)​
2️⃣ Access Control (Deciding Who Can See What)​
3️⃣ Authentication (Making Sure Users Are Real)​
4️⃣ Threat Protection (Stopping Cyber Attacks)
●​ ​

11. What is a glide report?

A Glide report offers a visual representation of all the data stored on the ServiceNow
platform. A glide report enables users to create reports to analyze and monitor data
trends and performance. It also provides insights into various business aspects, and we
can customize it according to our needs by displaying data in tables, graphs, and other
visual formats.

12. What are the three components of the ServiceNow instance?

●​ When you open ServiceNow, you will see three main sections:
●​ 1️⃣ Banner – The top bar (for search, settings, and navigation).​
2️⃣ Application Navigator – The left-side menu (list of all tools & applications).​
3️⃣ Content Frame – The main area (where you see and edit information).
●​

13. What are the key features of the ServiceNow platform?

●​ ✔ Cloud-Based – Use it from anywhere, anytime.​

✔ ITSM – Solves IT problems quickly.​
✔ Integrations – Works with Microsoft, Google, and more.​

🚀
✔ Security – Protects company data from hackers.
●​ ServiceNow helps businesses work faster, safer, and smarter!
●​

14. What are lists?

A list in ServiceNow is like a table of data where you can see many records at once.

Think of it like a class attendance register that a teacher uses to track students.
📌 Example: School Attendance Register
Imagine your teacher keeps a list of students to mark attendance.

Roll Name Clas Present/Abse

Number s nt

1 John 10th Present

Doe

2 Mary 10th Absent

Joe

3 Alex 10th Present

Roy

🔹 Key Features of Lists in ServiceNow

👀
🔍
✔ View Data – See all records in one place.​

📌
✔ Search – Find a specific record (e.g., a student named "John").​

✏️
✔ Sort – Arrange records alphabetically or by date.​

📂
✔ Edit – Change data directly (e.g., mark a student as "Absent").​
✔ Filter – Show only specific records (e.g., only "Absent" students).

15. What is the difference between a table and a database in

ServiceNow?

🔹
A Table = A single sheet of data, like an Excel sheet.​

🔹
A Database = A collection of multiple tables, like a library of records.​
Tables store data, but databases manage them efficiently with security &
performance optimization.
16. What is the purpose of a data model in ServiceNow?
A Data Model is like a well-organized cupboard that helps store and manage
information in a structured way.

Example: School Cupboard for Student Records 📚

Imagine you are running a school 🏫. You need to store information about:
●​ Students (Names, Roll Numbers, Classes)
●​ Teachers (Names, Subjects, Contact Info)
●​ Classes (Timings, Subjects, Room Numbers)

If you write everything in one notebook, it will become messy! ❌​

Instead, you create separate folders inside a cupboard for each category. ✔

📂 Student Folder → Names, Roll Numbers, Class

📂 Teacher Folder → Names, Subjects, Contact Info
●​

📂 Class Folder → Class Timings, Subjects, Teachers

●​
●​

✔ This cupboard system is just like a Data Model in ServiceNow! It organizes

data properly so that information is structured and easy to find.

📌 How Does the ServiceNow Data Model Work?

ServiceNow follows a Relational Database Model, meaning data is stored in tables
that are connected to each other.

Let’s break it down using the School Example 🎓.

Table Name Purpose Example Data

Students Stores student Roll Number, Name,

Table details Class
 Teachers Stores teacher Name, Subject, Contact
Table details

Classes Stores class Class Name, Room,

Table schedules Teacher

💡 These tables are linked together to show relationships between students,

teachers, and classes.

📌 Key Features of the ServiceNow Data Model

1️⃣ Tables & Columns 📋
●​ Tables store different types of data (like separate folders in a cupboard).
●​ Columns define what information is inside (like labels on each folder).
●​ Example: The Student Table has columns like Roll Number, Name, Class.

2️⃣ Relationships 🔗
●​ Tables connect to each other like a web.
●​ Example: Each student is linked to a class, and each class is linked to a
teacher.

3️⃣ Keys 🔑
●​ Each record has a Unique ID (like a Roll Number for students).
●​ This prevents duplicate data and makes searching easy.

4️⃣ Access Control 🔒

●​ Not everyone can see or edit data.
●​ Example: Teachers can edit student marks, but students cannot change their
own marks.
5️⃣ Customization 🛠️
●​ Organizations can add new tables, change rules, and modify fields as per
their needs.
●​ Example: A school may add a Library Books Table to track books issued to
students.

17. Explain how the ServiceNow access control system works.

Access Control in ServiceNow is like a security system that decides who can enter, what
they can see, and what they can do inside the system.

Step What Happens? Example

1️⃣ Define Roles Create roles with different access Student, Teacher, Principal
rights

2️⃣ Define Access Set permissions for viewing, editing, Students can see grades,
and performing actions Teachers can edit grades

3️⃣ Assign Roles Assign roles to users based on their John (Student), Mary
job (Teacher), Alex (Principal)

4️⃣ Define Security Add extra security rules (e.g., time or Employees can only log in from
Policies location-based access) the office

❌
5️⃣ Evaluate ServiceNow checks if access should A student tries to edit grades
Requests be granted or denied → Denied!

🔹 A Student can enter the school but cannot enter the teacher’s office.​
🔹 A Teacher can enter classrooms and offices but cannot change school policies.​
🔹 The Principal can access everything.
🔹 Similarly, in ServiceNow, access control ensures that only the right people can access
the right data!
18. What is a script?
A Script in ServiceNow refers to a set of code instructions that can automate specific
tasks within the platform. Scripts are written in various programming languages, such as
JavaScript and Python. We can use scripts for numerous tasks, such as customizing the
UI or performing complex calculations. They are created and executed in several
platform parts, such as user interface actions and scheduled jobs.

19. What are the differences between a client script and a server
script?
Client scripts and server scripts automate several processes and tasks. While choosing
a server script, the task's complexity, requirement, and security must be considered.
Let's look at some key differences between a client script and a server script in
ServiceNow -

Client scripts Server scripts

A client script is executed or run by the The server executes a server script.
client on their system.

Client scripts can only access the data Server scripts can access the
stored in the client browser. ServiceNow database and retrieve and
manipulate data stored on the server.

Client scripts are used to modify UI Server scripts create and update records
elements and perform simple operations. or manage emails and workflows.
Client scripts are less secure and are Server scripts are more secure and less
vulnerable to various cyber-attacks. prone to cyber-attacks.

20. Explain the ServiceNow incident management process.

The incident management process is designed to help organizations manage and
resolve incidents effectively. Let's understand the ServiceNow incident management
process -​

●​ Step 1: The first step is creating an incident record by a user and evaluating
it. The incidents are resolved based on their priority, meaning that if an
incident is of high priority, it is immediately sent for resolution to the incident
management team. ​

●​ Step 2: Once the incident management team receives an incident, it

identifies the issues and implements the necessary solutions.​

●​ Step 3: In the resolution process, the stakeholders are updated on the

progress and obstacles the team faces. ​

●​ Step 4: Review the incident again after the resolution phase and make the
necessary changes. The incident record is then closed and archived in the
system.

21. What are the best ways to secure data?

The best ways to ensure secure data in ServiceNow are as follows - ​

●​ Data encryption: ServiceNow uses industry-standard encryption algorithms

to encrypt all data. Data encryption ensures the protection of sensitive
information from any unauthorized access.​

●​ Access Control: ServiceNow uses access control to allow administrators to

define user roles with specified access and to manage access to various
platform resources.​
 ●​ Network Security: ServiceNow offers a secure network infrastructure that
helps protect the data and prevent network-based attacks by ensuring the
data's confidentiality, authenticity, and integrity.​

●​ Data masking: ServiceNow provides several data masking rules. We can

mask sensitive data, such as credit card numbers, with the help of these
rules.​

●​ Audit log: ServiceNow maintains an audit log that records all the changes
made in the system. This helps us to stay aware if there are any
unauthorized changes made.

22. How can we customize the ServiceNow user interface?

1️⃣ Changing the Look & Feel (Using CSS & JavaScript) 🎨🖥️
●​ CSS (Cascading Style Sheets) → Changes the design (color, font, size).
●​ JavaScript → Adds extra features (buttons, pop-ups, automatic actions).

🔹 Example:
●​ CSS: Change the background color of a form to blue.
●​ JavaScript: Automatically fill the "Date" field when a user selects a request
type.

✔ This makes ServiceNow look better and work more smoothly!

2️⃣ Controlling Forms (Using UI Policies) 🛑✅

UI Policies allow you to control what users see in a form without writing code.

🔹 What Can UI Policies Do?​

✔ Hide or Show fields (e.g., If "Delivery" is selected, show the "Address" field).​
✔ Make fields required (e.g., If "Phone Support" is selected, require a "Phone
Number").​
✔ Restrict values (e.g., Prevent users from entering a negative number in the "Price"
field).

🔹 Example:​
Imagine an IT Support Form in ServiceNow:
 ●​ If a user selects "Laptop Issue", a new field for "Laptop Model" appears.
●​ If they select "Software Issue", the Laptop Model field disappears.

✔ This makes forms easier to use and prevents mistakes!

🏗️
3️⃣ Creating Custom Pages & Menus (Using Custom Pages &
Modules)

●​ Custom Pages → Create a new dashboard with useful widgets.

●​ Custom Modules → Add new sections to the menu with extra features.

🔹 Example:
●​ An HR team wants a page to see employee leave requests. You can create a
custom HR dashboard.
●​ A company wants a "Training Module" where employees can track their training
progress.

✔ This makes ServiceNow more useful for different teams!

●​

23. What is an import set?

An import set in ServiceNow is a tool to import data from external sources into the
platform. The data can be in any format, such as .xml or .csv. An import set provides a
flexible and efficient way to import data from external sources.

24. What is a transform map?

A transform map in ServiceNow is a tool used to convert the data format, for example,
converting the format from .xml to JSON. They are used for several purposes, such as
data migration and integration.

25. What is HTML sanitizer?

HTML sanitizer is an essential security feature that prevents potential cyber-attacks and
protects the data stored in the ServiceNow platform. The HTML sanitizer checks the
input data for potentially harmful HTML tags and removes them to stop their execution.
It can be integrated with other security features, such as anti-virus scanning, to provide
an optimal security solution.

26. What is the difference between a module and an application?

Let’s look at some key differences between a module and an application in ServiceNow

●​ Application → A collection of multiple modules that work

together to provide a complete solution.
●​ Module → A single function or feature within an application that
serves a specific purpose.

Feature Module Application

What is it? A single function A complete system with

multiple functions

Example "Incident Management" "IT Service Management

(ITSM)"

Customizatio Can be customized for a Can be fully customized

n specific need and modified
Integration Works with other Can connect with other
modules inside the app applications

- 27.
What is the difference between a workflow and an approval
workflow?
Let’s look at some key differences between a workflow and an approval workflow in
ServiceNow -

✔ A Workflow is used to automate any process (like ordering food).​

✔ An Approval Workflow is used only for approvals (like getting permission for
leave).

💡 All approval workflows are workflows, but not all workflows are approval
workflows!

Workflow Approval Workflow

A workflow visually represents a task, An approval workflow is a workflow that

decision, and action. manages and tracks approvals for
requests.

Workflow is created using a visual tool Approval workflows are created using a
called Workflow editor, which lets us visual tool called the Approval Workflow
develop, design, and test workflows. editor.
Workflow automates repetitive or complex An approval workflow automates the
tasks. process of approving or rejecting request
changes.

28. How can we create custom reports in ServiceNow?

ServiceNow allows organizations to create custom reports that satisfy their business
requirements. Let's look at the various steps we need to follow to create custom reports
in ServiceNow - ​

●​ Step 1: Select the "Create New" option in the reporting module within the
ServiceNow platform.​

●​ Step 2: Select the type of report you want to create, such as a table or map.​

●​ Step 3: In this step, you can use a table, an external data source, or both to
select the data source of your report.​

●​ Step 4: Define the fields you wish to include in your report.​

●​ Step 5: Use conditions and parameters to filter the data; this ensures that
the report only contains relevant data.​

●​ Step 6: Choose the display format for the report to make it visually
appealing, such as a bar graph or a pie chart.​

●​ Step 7: Save and run the report to look at the final result.

29. What is the difference between a GlideRecord and a

GlideAJAX request?

Feature GlideRecord (Server) GlideAJAX (Client)

Where does it On the On the client
run? server (browser)

What does it Directly gets/changes data in Requests data from the server without
do? the database refreshing the page

📚 🍔
Real-Life A librarian searching for a book Ordering food and waiting for a
Example manually notification

Spee Slower (because it connects directly to the Faster (because it runs in the
d database) background)

When to For complex database When you just need to fetch some data
Use? queries quickly

Example in Finding all open Getting a manager’s name without page

ServiceNow incidents reload

30. How can we set up access controls in ServiceNow?

🔒 What is Access Control in ServiceNow?

Think of ServiceNow as a big office building 🏢 with many rooms.
●​ Some people can enter all rooms (like the CEO).
●​ Some people can only enter specific rooms (like IT staff, HR, or finance
employees).

Access control in ServiceNow works the same way! It decides who can see or
change information based on their role.

🚀 Steps to Set Up Access Control in Simple Terms

1️⃣ Create a Role (Like an ID Card for Access)
In an office, people have ID cards 🎫 that give them access to certain rooms.
✔ In ServiceNow, we create roles to decide who can access what.

🔹 Example roles:
🏢
👩‍💼
●​ Admin → Can access everything

💻
●​ HR_Manager → Can see employee records
●​ IT_Support → Can view and fix IT issues

📌 How to Create a Role in ServiceNow?

1️⃣ Go to System Security → Roles.​
2️⃣ Click New and create a role (e.g., "HR_Manager").​
3️⃣ Save it.

✅ Now we have a role that we can assign to users!

2️⃣ Assign the Role to a User (Give Them an ID Card)

Once we create a role, we need to assign it to people so they get access.

📌 How to Assign a Role to a User?

1️⃣ Go to User Administration → Users.​
2️⃣ Select a user.​
3️⃣ Add the HR_Manager role to their profile.​
4️⃣ Save it.

✅ Now, this user has access to HR-related information!

3️⃣ Set Up Access Rules (Decide Which Doors They Can Open)

Now we decide what each role can see or change in the system.

For example:​
✔ HR_Manager can see employee salaries but IT_Support cannot.

📌 How to Set Access Rules?

1️⃣ Go to System Security → Access Control (ACLs).​
2️⃣ Click New to create a rule.​
3️⃣ Choose the table or field you want to protect (e.g., "Employee_Salary").​
4️⃣ Set the role that can access it (e.g., only HR_Manager).​
5️⃣ Choose permissions (Read, Write, Delete).​
6️⃣ Save it.

✅ Now only HR managers can see salaries!

4️⃣ Protect Scripts & UI Pages (Extra Security for Special Actions)

Just like some employees can’t access server rooms, some users shouldn’t run
certain scripts or actions.

Example:

●​ Admins can delete records, but normal users cannot.

📌 How to Secure a Script?

1️⃣ Open the script.​
2️⃣ Add this rule to check the user’s role:

javascript
CopyEdit
●​ if (!gs.hasRole("admin")) {
●​ gs.addErrorMessage("You do not have permission to
run this action.");
●​ return;
●​ }

3️⃣ Save it.

✅ Now only admins can run this script!

📝 Summary in Super Simple Terms

🔹 Step 1: Create a role (like an ID card).​
🔹 Step 2: Assign the role to users.​
🔹 Step 3: Set up access control rules for data.​
🔹 Step 4: Secure special actions like scripts and UI pages.
✔ Now, everyone has access only to what they need—just like in an office building!

●​

31. What is the difference between an ACL and a UI policy?

Think of ServiceNow like a school system 🏫.

●​ ACL (Access Control List) is like the security rules that decide who can access what
(students, teachers, or principals).
●​ UI Policy is like the rules inside a form that control what you see or must fill in based
on your selections.

Now, let’s break them down!

Feature ACL (Access Control List) UI Policy

What It Who can view, edit, or How forms behave (hiding fields,
Controls? delete data making fields mandatory)

Where It Backend (Database Level) Frontend (Form Level)

Works?

Example Students can only see their If "Under 18," Parent’s Contact field
own grades appears

Manages? Read, Write, Delete Field visibility, required fields

permissions

Who Sets It? Security Admins UI Designers

32. What is domain separation?

Domain Separation in ServiceNow is like giving each department or company its own
private space in a shared platform. They can work independently, without seeing or
accessing each other’s data.
33. What is a BSM map?
A BSM Map in ServiceNow is like a Google Map /flow chart for IT systems—it shows
how everything is connected and helps businesses fix issues quickly to avoid
service failures.
To run this app, many IT components work together, such as:
✔ Web servers (to load the website)
✔ Databases (to store user orders)
✔ Payment gateways (to process payments)
✔ Networks (to connect users to the service)

34. What are reference qualifiers in ServiceNow?

A Reference Qualifier is used to filter data in a reference field. It controls what

options appear in the dropdown list of a reference field.

💡 Think of a reference field like a search bar. When selecting an employee, you
don’t want to see all users in the system—just the ones from a specific department. A
Reference Qualifier helps filter the list so you only see the relevant employees.

35.. What are the main modules in ServiceNow?

The important modules in ServiceNow are:

●​ Incident Management – Resolves IT service disruptions.

●​ Problem Management – Identifies and fixes root causes of incidents.
●​ Change Management – Handles IT service changes with minimal risk.
●​ Service Catalog – Provides a list of IT and business services for users.
●​ Configuration Management Database (CMDB) – Stores details about IT assets and their
relationships.
●​ Knowledge Management – Stores and shares company-wide knowledge.
●​ Asset Management – Tracks IT and non-IT assets.

36. What is an Incident in ServiceNow?

An incident is an unexpected problem that disrupts an IT service, such as a system crash or
network failure.

37. What is a Change Request in ServiceNow?

It ensures changes are carefully reviewed, approved, and implemented without disrupting business
operations.

Change Request Process in ServiceNow:

1.​ Submit Request – A request is made for a change in IT services.

2.​ Review & Approval – The request is assessed for risks and impact before approval.
3.​ Plan & Implement – The approved change is scheduled and carried out carefully.
4.​ Test & Validate – The change is tested to ensure it works properly.
5.​ Close & Document – The change is finalized, and records are kept for future reference.

This structured process helps businesses make IT changes smoothly and safely.

38. What is the Service Catalog in ServiceNow?

The Service Catalog is a self-service portal where users can request IT and business services, like:

●​ The Service Catalog is a self-service portal where users can request IT and business
services, such as password resets, new software installations, or hardware purchases. It
automates request approval and fulfillment. Explain it more clearly

●​
●​ Password resets
●​ Software installations
●​ Hardware purchases

How It Works in ServiceNow:

1.​ Request – Users select a service from the catalog (e.g., request a laptop).
2.​ Approval – The request is automatically sent for approval if needed.
3.​ Fulfillment – Once approved, IT or business teams complete the request.
4.​ Tracking – Users can check the status of their request in real-time.
5.​ Completion – The request is fulfilled, and records are updated.

The Service Catalog automates approvals and fulfillment, making service requests faster and more
efficient.
6. What is CMDB in ServiceNow?

39. What is a Workflow in ServiceNow?

A Workflow is a set of automated steps that ensure tasks are completed in a structured and
efficient way. Instead of doing things manually, a workflow in ServiceNow helps automate approvals,
notifications, and updates.

How Workflows Work:

When a specific event occurs, the workflow automatically triggers the next steps, ensuring the
process flows smoothly.

Examples of Workflow Actions:

1.​ Approvals – Getting permission before moving forward.

○​ Example: If an employee requests new software, the system sends an approval
request to the manager before installation.
2.​ Notifications – Sending automatic alerts to users.
○​ Example: When an incident is resolved, the system sends an email to inform the
user.
3.​ Record Updates – Changing data in the system automatically.
○​ Example: When an issue is fixed, the system updates the status from "In Progress"
to "Resolved."

Why Workflows Are Important?

✅ Automation – Reduces manual effort, saving time.​
✅ Accuracy – Ensures tasks are done consistently and correctly.​
✅ Efficiency – Speeds up processes, improving productivity.
By automating tasks, workflows eliminate delays, reduce errors, and ensure smooth business
operations.

●​

40. What are UI Policies in ServiceNow?

A UI Policy in ServiceNow is a rule that automatically changes how form fields behave based on
user input. It helps make forms more user-friendly by showing, hiding, requiring, or locking fields
without needing any coding.

How Does a UI Policy Work?

When a user fills out a form, a UI Policy checks the input and adjusts fields accordingly. This
makes the form easier to use and ensures correct data entry.

What Can a UI Policy Do?

1.​ Make Fields Mandatory – Requires users to fill in specific fields before submitting the form.
○​ Example: If Priority is set to "High," the Urgency field becomes mandatory to
ensure the issue is properly categorized.
2.​ Show or Hide Fields – Displays or removes fields based on user selection.
○​ Example: If a user selects "Laptop Issue," the form shows a field for Laptop Serial
Number so the support team gets the necessary details.
3.​ Make Fields Read-Only – Prevents users from editing certain fields.
○​ Example: If a request is approved, the "Requested By" field becomes read-only,
so no one can change it after approval.

Why Are UI Policies Useful?

✅ Easy to Configure – No coding required, just set conditions.​

✅ Improves User Experience – Forms adjust dynamically based on user input.​
✅ Prevents Errors – Ensures only relevant and required information is filled in.
In simple terms, UI Policies automatically adjust form fields to guide users, reduce mistakes,
and make forms easier to complete.
41. What is a Script Include in ServiceNow?

A Script Include is a server-side script that contains reusable functions. This means you write a
function once and use it in multiple places instead of writing the same code repeatedly.

Why Do We Use a Script Include?

Imagine you need to calculate how long it takes to resolve an incident.

Without a Script Include (Repeated Code in Many Places)

You write the same calculation code in:

1.​ A Business Rule (to update the incident when it's closed).
2.​ A Workflow (to send an email notification about resolution time).
3.​ A Report (to show resolution times in a dashboard).

If the calculation formula changes, you must update the code in all three places—this is inefficient!

With a Script Include (Reusable Code in One Place)

1.​ You create one Script Include with a function called calculateResolutionTime().
2.​ You call this function from the Business Rule, Workflow, and Report.
3.​ If you need to change the logic, you update it only in the Script Include, and all scripts
using it will work correctly.

Benefits of a Script Include

✅ Saves Time – Write code once, use it many times.​

✅ Easy to Maintain – If changes are needed, update only the Script Include.​
✅ Better Performance – The system processes centralized code faster.

In Simple Words:

A Script Include is a reusable function that helps developers avoid writing the same code in
multiple places. It makes coding faster, cleaner, and easier to manage in ServiceNow.
Example:

javascript

CopyEdit

var MyScript = Class.create();

MyScript.prototype = {

initialize: function() {},

getHighPriorityIncidents: function() {

var gr = new GlideRecord('incident');

gr.addQuery('priority', '1');

gr.query();

return gr.getRowCount();

},

type: 'MyScript'
};

This script can be called from another script using:

javascript

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var obj = new MyScript();

var count = obj.getHighPriorityIncidents();

gs.log("High Priority Incidents: " + count);

42. What is GlideRecord in ServiceNow?

GlideRecord is a tool in ServiceNow that allows you to work with database

records using scripts. It helps you retrieve, update, insert, and delete
records from any table in ServiceNow.

Think of it like a robot that can search for records, change their
details, create new ones, or remove old ones—without needing you to do it
manually!

Why Use GlideRecord?

●​ 🔍 Find specific records (e.g., all "Open" incidents)

●​ ✏️ Update records (e.g., change priority of an incident)
 ●​ ➕ Insert new records (e.g., create a new ticket)
●​ ❌ Delete records (e.g., remove old requests)
It saves time and helps automate tasks in ServiceNow.

How GlideRecord Works (Step-by-Step Example)

Example 1: Find All Open Incidents

Imagine you want to list all incidents that are open.​

Here’s how you can do it using GlideRecord:

javascript

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var gr = new GlideRecord('incident'); // Selects the "incident" table

gr.addQuery('state', '1'); // Finds only open incidents (state = 1)

gr.query(); // Runs the search

while (gr.next()) { // Goes through each record one by one

gs.info(gr.number); // Shows the incident number

}
✅ What this does: Finds all open incidents and displays their numbers.

Example 2: Update the Priority of an Incident

Let’s say an incident needs to be marked as High Priority.

javascript

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var gr = new GlideRecord('incident');

if (gr.get('INC0012345')) { // Finds the record with incident number

"INC0012345"

gr.priority = '1'; // Sets the priority to High

gr.update(); // Saves the changes

✅ What this does: Finds a specific incident and updates its priority.
Example 3: Create a New Incident

If you need to create a new incident, you can use:

javascript

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var gr = new GlideRecord('incident');

gr.initialize(); // Prepares a new record

gr.short_description = "Network issue"; // Adds details

gr.priority = '2'; // Sets priority

gr.insert(); // Saves the new incident

✅ What this does: Creates a new incident with the description "Network
issue."

Why Is GlideRecord Useful?

✅ Automates tasks – No need to manually search, update, or create

records.​
✅ Saves time – Works faster than doing tasks manually.​
✅ Works with other scripts – Used in Business Rules, Workflows, and other
ServiceNow scripts.
In Simple Words:

GlideRecord helps developers read, update, add, or remove records in

ServiceNow's database using scripts. It makes handling data easy and
automatic instead of doing everything manually.

Did this explanation help? 😊

43. What is the difference between Client Script and Business Rule?

Client Script (Runs on the User’s Browser – Affects Forms)

📌 What It Does:
●​ Runs in the user’s browser when they open, change, or submit a form.
●​ Helps control form behavior (hides fields, makes fields mandatory, autofills data, etc.).
●​ Improves user experience by making forms interactive.

function onChange(control, oldValue, newValue, isLoading) { if (newValue == 'Laptop Issue') {

g_form.setDisplay('serial_number', true); // Show the Serial Number field } else {
g_form.setDisplay('serial_number', false); // Hide the Serial Number field } }

Business Rule (Runs on the Server – Affects the Database)

📌 What It Does:
●​ Runs on the server when a record is inserted, updated, deleted, or queried.
●​ Used to automate data processing, such as assigning tickets, updating records, or
enforcing rules.
●​ Does not affect the form directly but ensures correct data is saved in the database.

✅ Example:​
💡 Scenario: If an incident is created with High Priority, it should be automatically assigned
to the IT Support team.

javascript
CopyEdit
if (current.priority == '1') { // If Priority is "High" current.assignment_group = 'IT Support'; //
Assign to IT Support team }

Key Differences at a Glance 🚀

Feature Client Script 🖥️
(Runs in Business Rule ⚙️
(Runs on
Browser) Server)

Where It Runs? In the user’s browser In the server (server-side)

(client-side)

When It Runs? When the user opens, edits, When a record is inserted,
or submits a form. updated, deleted, or queried in
the database.

Purpose? Controls form behavior Automates database actions

(hide/show fields, auto-fill, (assign records, update fields,
validation). enforce rules).

Does it affect data in ❌ No, it only affects what the ✅ Yes, it updates data in the
the database? user sees on the form. database.

Example If a user selects "Laptop If an incident is High Priority,

Issue", show a "Serial assign it to the IT Support team.
Number" field.

Impact on Can slow down the user's Runs on the server, so it doesn’t
Performance? browser if too many scripts run affect the user's experience.
at once.

Final Takeaways

✔ Client Script → Runs in the browser → Controls form behavior before submission.​
✔ Business Rule → Runs on the server → Automates database actions after submission.​
✔ Client Scripts = Better user experience, while Business Rules = Accurate database
processing.

Crystal clear now? ✨😊

44. What are Scheduled Jobs in ServiceNow?

🔹 Scheduled Jobs are automated tasks that run at a fixed time or repeated intervals (daily,
weekly, monthly, etc.).​
They help complete routine tasks without needing manual effort.

Why Use Scheduled Jobs?

Scheduled Jobs are useful for handling repetitive and time-based tasks, such as:

✅ Cleaning up old data → Delete records that are no longer needed.​

✅ Generating reports → Create and send daily/weekly reports automatically.​
✅ Sending reminders → Notify users about pending tasks.​
✅ Updating records → Modify multiple records at once at a scheduled time.

Example of a Scheduled Job in Action 🚀

💡 Scenario: A company wants to delete old incidents every first day of the month to keep
the database clean.

Without a Scheduled Job (Manual Work):

●​ An admin logs in on the 1st of every month.

●​ They search for incidents older than 6 months.
●​ They delete them manually.
●​ This is time-consuming and can be forgotten.

🛠️
✅
With a Scheduled Job (Automation ):​

✅
A Scheduled Job is created to run automatically every 1st of the month.​

✅
It finds and deletes incidents older than 6 months without human effort.​
The database stays clean and efficient, with no manual work needed!

How Scheduled Jobs Work? (Step-by-Step) 🔄

1️⃣ Set a Time Interval → Choose when the job should run (daily, weekly, monthly, etc.).​
2️⃣ Define the Task → What should the job do? (e.g., delete old records, send reports).​
3️⃣ Run Automatically → The system executes the task at the scheduled time.​
4️⃣ Repeat as Needed → The job continues running at set intervals without manual input.
 ●​

45. How do you integrate ServiceNow with third-party applications?

REST API – Connect Cloud Applications 🌐

●​ REST API allows ServiceNow to send and receive data from other cloud-based
applications.
●​ Works well with applications like Salesforce, Jira, Slack, and Microsoft Teams.

✅ Example:​
A company uses Salesforce for customer management.

●​ When a customer creates a complaint in Salesforce, Salesforce sends the data to

ServiceNow using REST API.
●​ ServiceNow automatically creates an incident with the complaint details.
📌 Best for: Connecting cloud-based apps like Salesforce, Jira, and Slack.

2️⃣ SOAP API – Connect Older Applications 📡

●​ SOAP API is another way for applications to talk to each other.
●​ It is used for older systems that do not support REST API.

✅ Example:​
A banking system needs to send alerts to ServiceNow when a suspicious transaction occurs.

●​ The banking system uses SOAP API to send the alert to ServiceNow.
●​ ServiceNow logs it as a security incident.

📌 Best for: Old enterprise systems that require structured data exchange.

3️⃣ MID Server – Connect Internal (On-Premise) Systems 🏢

●​ MID Server allows ServiceNow to connect with internal systems that are not on the
internet.
●​ The MID Server runs inside the company’s private network and acts as a secure bridge
to ServiceNow.

✅ Example:​
A company has an internal HR database with employee records.

●​ The company wants to sync employee data with ServiceNow.

●​ The MID Server fetches the HR data and sends it securely to ServiceNow.

📌 Best for: Connecting internal (on-premise) systems securely.

4️⃣ IntegrationHub – Easy No-Code Automation ⚡

●​ IntegrationHub is a built-in tool in ServiceNow that allows easy integration without
coding.
●​ It provides ready-to-use connectors (Spokes) for apps like Slack, Jira, and Microsoft
Teams.

✅ Example:​
A company wants to send a Slack notification when a critical incident is created in ServiceNow.

●​ IntegrationHub automatically sends the Slack message without writing any code.
📌 Best for: Quick, no-code integrations with common apps.

5️⃣ File-Based Integration – Import & Export Data 📂

●​ Data can be imported or exported using CSV, XML, or JSON files.
●​ Used when API-based integration is not possible.

✅ Example:​
An HR team exports employee records from their HR system every week and uploads them to
ServiceNow as a CSV file.

📌 Best for: One-time or scheduled data transfers when real-time integration is not needed.

🔹 How to Choose the Right Integration Method?

Scenario Best Integration
Method

Connect cloud apps like Salesforce, Jira, REST API

Slack

Connect old systems that use SOAP SOAP API

Connect internal (on-premise) systems MID Server

No-code automation IntegrationHub

Import/export data using files File-Based

Integration
 🔹 Key Takeaways 🎯
✅ ServiceNow can connect with any third-party application using different methods.​
✅ REST API is the most common method for cloud-based applications.​
✅ MID Server is needed to integrate with internal (on-premise) systems securely.​
✅ IntegrationHub is a no-code solution for quick and easy integrations.​
✅ File-based import/export works when APIs are not available.
💡 Think of integration like connecting different apps on your phone → You use APIs, cloud
services, or file sharing to make them work together!

46. What is a Scoped Application in ServiceNow?

A Scoped Application is a separate, independent application inside ServiceNow. It has its own
data, rules, and scripts, which keeps it secure and isolated from other applications.

🔹 Why is a Scoped Application Important?

Imagine you have two departments in your company:​
1️⃣ HR Department – Manages employee records.​
2️⃣ Finance Department – Manages salary and payments.

Each department needs its own application in ServiceNow. But HR should not see Finance data,
and Finance should not see HR data.

✅
A Scoped Application ensures that:​

✅
The HR App cannot access finance data unless permission is given.​

✅
The Finance App cannot modify employee records.​
Each app works independently without interfering with others.

🔹 Key Features of a Scoped Application

✔ Data is Private – Other applications cannot access it unless permission is granted.​
✔ Secure – Prevents unauthorized access to sensitive information.​
✔ Modular – Can be moved, installed, or updated separately without affecting other apps.
🔹 Real-Life Example
🏢 A company creates a "Vendor Management App" in ServiceNow.
●​ This app stores vendor details and contracts.
●​ Other applications cannot see or modify this data unless allowed.
●​ If needed, the company can move this app to another ServiceNow system without
breaking anything.

💡 Think of a Scoped Application like a locked room inside a building 🏢:

●​ Only authorized people can enter.
●​ It has its own files and setup.
●​ No one else can make changes unless given access.
●​

47. How would you automatically assign an incident to a group based on a

category?

Create a Business Rule that checks the category and assigns the correct group.

javascript

CopyEdit

if (current.category == 'network') {

current.assignment_group = 'Network Support';

}
When an incident is created, you can make ServiceNow automatically assign
it to the correct group based on the category.

For example:​
✅ If the category is "Network Issue", assign it to the Network Support
Team.​
✅ If the category is "Email Issue", assign it to the Email Support Team.

🔹 How to Do This in ServiceNow?

There are 3 ways to automate this process:

1️⃣ Using a Business Rule (Best Method) 🛠️

●​ A Business Rule is a server-side script that runs when an incident
is created or updated.
●​ You can create a Business Rule that checks the category and assigns
the correct group.

✅ Steps:
1.​Go to All → System Definition → Business Rules.
2.​Click New and enter a name (e.g., "Assign Group Based on Category").
3.​Select Incident as the table.
4.​Set When to run as Before Insert or Update.
5.​In the Script section, add a simple script like this:

javascript

CopyEdit

if (current.category == "Network Issue") {

current.assignment_group.setDisplayValue("Network Support Team");

}

else if (current.category == "Email Issue") {

current.assignment_group.setDisplayValue("Email Support Team");

6.​Click Save and activate the rule.

🔹 Now, whenever an incident is created, the correct group will be

assigned automatically! 🎯

2️⃣ Using an Assignment Rule (No Coding Required) ⚙️

●​ Assignment Rules allow you to assign incidents without writing
scripts.

✅ Steps:
1.​Go to All → System Policy → Rules → Assignment Rules.
2.​Click New and enter a name (e.g., "Assign Group for Incidents").
3.​Select Incident as the table.
4.​In Conditions, set:
○​ Category is "Network Issue" → Assign to "Network Support Team"
○​ Category is "Email Issue" → Assign to "Email Support Team"
5.​Click Save and activate it.

🔹 Now, ServiceNow will automatically assign the correct group when an

incident matches the category! ✅
3️⃣ Using Flow Designer (No-Code Automation) 🔄
●​ Flow Designer lets you create workflows without scripting.

✅ Steps:
1.​Go to All → Flow Designer.
2.​Click New Flow and name it "Incident Auto-Assignment".
3.​Add a Trigger: "When an incident is created or updated".
4.​Add an Action: "Set Values" for the Assignment Group.
5.​Use Conditions to check the category and assign the right group.
6.​Click Save and activate the flow.

🔹 Now, ServiceNow will automatically assign incidents based on category

using a visual workflow! 🚀

🔹 Which Method Should You Use?

Method Best For Coding
Needed?

Business Rule Advanced logic and ✅ Yes

flexibility

Assignment Simple auto-assignment ❌ No

Rule

Flow Designer No-code automation with ❌ No

workflows
🔹 Final Summary 🎯
✅ Use a Business Rule for flexibility and advanced conditions.​
✅ Use an Assignment Rule for quick and simple auto-assignment.​
✅ Use Flow Designer if you prefer a visual, no-code approach.
💡 Think of it like this: If an incident is a package, these methods are
like automated delivery systems that make sure it reaches the right team
without manual work!

48. How would you implement Role-Based Access Control (RBAC) in

ServiceNow?

Role-Based Access Control (RBAC) is a security system in ServiceNow that controls who can
access what based on their role in the system.

✅
For example:​

✅
A Support Agent can create and update incidents but cannot delete them.​

✅
A Manager can approve change requests but cannot modify system settings.​
An Admin has full system access.

In ServiceNow, a role is a set of permissions that determines what a user can do. Roles help
control access to modules, records, and actions in the system.

🔹 Why Are Roles Important?

✔️ They control access to data and functionalities.​
✔️ They assign permissions to users based on their job responsibilities.​
✔️ They enhance security by restricting unauthorized access.
 🔹 Step-by-Step Guide to Creating a Role in
ServiceNow
1️⃣ Navigate to the Roles Section

🔍
1.​ Log in to ServiceNow as an Admin.
2.​ Go to: All → User Administration → Roles.
3.​ Click New to create a new role.

2️⃣ Define the Role

1.​ Enter a Name for the role (e.g., "incident_manager").

2.​ Provide a Description (e.g., "Manages incident records").
3.​ Click Save.

💡 Now, the role is created, but it has no permissions yet!

3️⃣ Assign Permissions to the Role

Now, you need to define what this role can or cannot do. You do this by adding permissions to the
role.

✅ To Add Permissions to a Role:

1.​ Open the role you created.
2.​ Scroll down to the Contains Roles section.
3.​ Click Edit to add permissions.
4.​ Search for and select the required permissions.
5.​ Click Save.

✅ Example:​
If you are creating an "incident_manager" role, you may add:

●​ itil (Allows access to Incident Management).

●​ incident_admin (Allows full control over incidents).

4️⃣ Assign the Role to Users

Now that the role is ready, you must assign it to users.

✅ Steps to Assign a Role to a User:
1.​ Go to: 🔍 All → User Administration → Users.
2.​ Search for the user who needs the role.
3.​ Open the user’s profile.
4.​ Scroll down to the Roles section and click Edit.
5.​ Select the role (e.g., "incident_manager") and add it.
6.​ Click Save.

💡 Now, the user has permissions based on their new role!

🔹 Example Scenario: Creating a Role for an IT Support

Agent
Imagine a company wants to create a role for IT Support Agents.

Step 1: Create the Role

🔹 Name: it_support_agent​
🔹 Description: "Handles IT support tickets, but cannot delete records."
Step 2: Assign Permissions to the Role

✔️ itil – Allows access to the Incident module.​

✔️ read_incident – Allows viewing incident records.​
✔️ write_incident – Allows updating incidents but not deleting them.
Step 3: Assign the Role to Users

✅ Add the it_support_agent role to all IT Support employees.

💡 Now, IT Support Agents can manage incidents but cannot delete them!

🔹 Summary 🎯
Step What to Do?
 1️⃣ Create a Role Define a new role with a name and
description.

2️⃣ Assign Permissions Add necessary permissions to the role.

3️⃣ Assign the Role to Link the role to specific users who need it.
Users

🚀 Now, your role is successfully created and ready to use!

1.​

49. How do you create a custom REST API in ServiceNow?

1.​
2.​ Open the API you created.
3.​ Scroll down to the Resources section and click New.
4.​ Define the endpoint:
a.​ Name: (e.g., "Get Incident by Number").
b.​ HTTP Method: Choose GET (used to retrieve data).
c.​ Relative Path: Enter "/{incident_number}" (this will take the incident
number from the request).
5.​ Click Submit.

🔹 Now, we need to add a script to make this endpoint work.

6.​
7.​
8.​ Go to System Web Services → REST API Explorer.
9.​ Create a Scripted REST API with a custom endpoint.
10.​Use GlideRecord to fetch data.

Example:

javascript

CopyEdit
(function process(request, response) {

var gr = new GlideRecord('incident');

gr.addQuery('priority', '1');

gr.query();

var result = [];

while (gr.next()) {

result.push(gr.number);

response.setBody(result);

})(request, response);

Summary

Step What to Do?

 1️⃣ Create API Go to Scripted REST APIs and create a new API.

2️⃣ Create an Define the GET method and path (e.g.,

Endpoint /{incident_number}).

3️⃣ Write a Script Add a server-side script to process requests.

4️⃣ Test the API Use REST API Explorer to check if it works.

50. How would you debug issues in ServiceNow?

Debugging helps identify and fix issues in scripts, workflows, and configurations. Below are
different methods to debug effectively.

●​ System Logs (System Logs → All or use gs.log())

●​ Debug Business Rule (/sys.scripts.do)
●​ Background Scripts (for testing GlideRecord queries)
 Method What It Helps With?

System Logs Find errors in scripts & workflows.

gs.log() Check if server-side scripts are working.

console.log() Check if client-side scripts are working.

Script Debugger Step-by-step script debugging.

Workflow Logs Fix approval & automation workflows.

Script Tracer Find conflicts in script execution order.

Check ACLs Fix user access & role issues.

51. How can you improve ServiceNow performance?

●​ Optimize GlideRecord queries (addActiveQuery(), addEncodedQuery()).

●​ Use indexed fields for searching.
●​ Avoid unnecessary Client Scripts and Business Rules.
●​ Optimize Scheduled Jobs to avoid unnecessary loads.

✅ 1. Use Simple Scripts – Avoid heavy coding, fetch only needed data.​
✅ 2. Keep Dashboards Light – Fewer widgets = Faster load time.​
✅ 3. Reduce Business Rules – Too many slow down updates.​
✅ 4. Archive Old Data – Move old records to keep the system fast.​
✅ 5. Add Indexing – Helps in quick searching.​
✅ 6. Use Scheduled Jobs – Run reports & updates at night.​
✅ 7. Limit Emails – Send only important alerts.​
✅ 8. Use Client-Side Processing – Faster forms with UI Policies.​
✅ 9. Optimize API Calls – Fetch data in small chunks, not all at once.​
✅ 10. Upgrade ServiceNow – Always update for better speed.
👉 Follow these steps, and your system will run faster! 🚀