Top 25 ServiceNow Admin Interview Questions and Answers in 2022

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If you are willing to clear your Service Now basics and looking for a service now interview, then yes you are at a right place. Multisoft systems have collected some of the most commonly asked ServiceNow questions in an interview by the interviewer. It will surely help you to crack your interview and accomplish your dream career as ServiceNow Developer. Have a look

  1. What is ServiceNow?

ServiceNow is an ITSM tool offered by cloud that provides a single system of record for:

  • IT services
  • Business management
  • Operations

ServiceNow ecosystems consists all the aspects of IT service and provide us a comprehensive view of resources and services. This enables the broad control to allocate the best resources and design the process of those services.

  1. What is an ‘Application’ in ServiceNow?

Application in ServiceNow is a set of modules which gives information that is relevant to those modules. It represents packaged solutions for delivering services and managing the business process. E.g. Incident application will give the information about Incident Management process.

  1. What is full form of CMDB and what is it?

CMDB is the abbreviation for Configuration Management Database which is repository that acts as data center for IT installation. It holds that data that is relevant to the set of IT assets and vivid relationships between such assets.

  1. What are LDAP Integration and explain its use?

LDAP stands for Lightweight Directory Access Protocol are used for user data population and user authentication. ServiceNow associate with LDAP directory to automate the creation of user and to streamline the user log in the process.

  1. Define CMDB Baseline?

CMDB Baseline is used to understand and control the changes made to a configuration Item (CI). These Baselines act as a snapshot of a CI.

  1. What do you understand by impersonating a user? How it is useful?

Impersonating a user infers giving an access to the administrator about what the user would have access to. ServiceNow records the activities of administrator when the user copies another user. It is very useful for testing and you can copy that user and can check instead of logging out from your session and logging again with the user credentials.

  1. What are dictionary overrides?

Dictionary overrides is a function that provides an ability to describe a field on a long table differently from the field on the parent table. E.g. a dictionary override can change the default value on the Incident table without affecting the default value on Task or Change.

  1. What is coalesce?

Coalesce is feature of a field that is used in transform map field mapping and enables you to use the field as a unique key. If a match is using the coalesce field and get detected, the existing record will be updated with the information being imported. If a match is not found, then a new record will be inserted into the database.

  1. What are UI policies?

UI policies are substitute to client scripts that change information on a form and regulate custom process flows for tasks. UI policies are used to set important fields which can only be read and visible on a form. It can be also used for dynamically changing a field on a form.

  1. What is a data policy?

Data policies are somehow similar to UI policies which are used to enforce data consistency by establishing essential and read only states for fields. It can apply rules to all the data that are entered into the system, including data brought in through email, import sets or web services and data entered through the mobile UI.

  1. Define a client script?

Client script sits on the browser and runs on client side only. Types of client script are:

  • OnLoad()
  • OnChange()
  • OnSubmit()
  • OncellEdit)
  1. How can you cancel a form submission through client script?

To cancel a form submission, the onSubmit function should return a false value. You need to use the following command:

function onSubmit() { return false; }

  1. What is a business rule?

Business rule is a server side script that is executed each time when a record is updated, inserted, deleted, queried or displayed. While creating a business rule, the thing that is to be considered is when and on what action it has to be executed. The business can be executed for following states

  • Before
  • Display
  • After
  1. What is a record producer?

Record producer is a catalog that enables user to make task based records from the service catalog. It provides an alternative way to create records through Service Catalog. E.g. creating a change record using record producer

  1. What is import set?

An import set is a tool that is used to import data from several data sources and then after maps the data into ServiceNow tables using transform map. It acts as a staging table for the records that are imported.

  1. What is transform Map?

A transform map defines the relationships between fields displaying in an Import Set table and fields in a target table and also transforms the record imported into ServiceNow import set table to the target table.

  1. What does the Client Transaction Timings plugin do?

Client transaction Timings plugin: It is used to improve the system logs and to provide more information on the period of transactions between the client and the server.

  1. What is HTML Sanitizer?

HTML Sanitizer is used to clean the HTML markup in HTML fields and eliminates surplus codes and defends against security concerns like cross-site scripting attacks. It is active for all instances starting with the Eureka release.

  1. What are Gauges?

Gauges are visible on the homepage of ServiceNow and can hold up to the minute information about the current status of records that exists on ServiceNow tables. Gauges can be based on a report and can be put on a homepage.

  1. What types of searches are available in ServiceNow?

Types of Searches:

  • Lists: Find records in a list
  • Knowledge base: Finds knowledge articles
  • Global text search: Finds records in several tables from a single search field.
  • Navigation filter: Filters the objects in the application navigator.
  • Search screens: Use a form ­like interface to search for records in a table. Administrators can create these modules.


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