ITSM Interview Questions Answers

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Q1. What is ServiceNow? What are the products of ServiceNow?
Ans:- ServiceNow is a cloud-based company that provides software as a service (SaaS) for technical management support. The company specializes in IT services management (ITSM), IT operations management (ITOM) and IT business management (ITBM), allowing users to manage projects, teams and customer interactions via a variety of apps and plugins.
Products of servicenow:-

  1. IT Service
  2. Customer Service
  3. Operations
  4. Business Management
  5. HR Management

Q2. What do you understand about an application in ServiceNow?
Ans:-Applications are packaged solutions for managing and delivering services and business processes. An application is a group of modules in ServiceNow that provides information about the concerned modules.
e.g. the incident application gives relevant information for the incident management process.

Q3. How would you enable or disable an application in ServiceNow?
Ans:-You have to go to the "Application Menus" module and open the required application. To enable an application in ServiceNow, you can set the value for active as “true.” Contrastingly, when you select the value for active as “false,” you disable the application. 

Q4. What is CMDB?
Ans:- Configuration management database or CMDB acts as a repository or a data warehouse for IT installations holding all the vital data related to a collection of IT assets and relationships between various assets.

Q5. What is CMDB baseline?
Ans:- CMDB baseline gives you an understanding and control of the changes that you can make to your configuration items in the CMDB. It allows you to create baselines that are snapshots of configuration items. Multiple baselines help the system track changes per baseline.

Q6. What is LDAP? State the most prominent uses of LDAP. 
Ans:- Lightweight Directory Access Protocol (LDAP) is a vendor-neutral application protocol used to maintain distributed directory info in an organized, easy-to-query manner for user authentication and data population. ServiceNow integrates with the LDAP directory to simplify the user login process and automate users' creation and assign them roles.

Q7. What is ACL?
Ans:- Access Control List (ACL) defines what data users get access to and how they can access the same. The rules require users to meet individual requirements for gaining access to specific data on ServiceNow.

Q8. What do you understand about dictionary overrides?
Ans:- This is one of the most frequently asked ServiceNow interview questions to check your basic understanding of the platform. Dictionary overrides allow you to define a field on an extended table differently from the parent table's field. You can use a dictionary override for a Task table field to change the default value on the Incident table without altering the default value on Change or Task.

Q9. What is coalesce in ServiceNow?
Ans:- Coalesce forms one of the most important ServiceNow interview questions. In ServiceNow, coalesce is a field property for transforming map field mapping. You can use the field as a unique key by coalescing on it. If a match is found with the coalesce field, the current record will be updated with new information imported. A new record will be inserted into the database when no match is found.

Q10. What are transform maps?
Ans:- A transform map is a field map in ServiceNow controlling the relationship between the import set table's displayed fields and the target table's existing fields. For example {"detectHand":false} or {"detectHand":false}. 

Once you have created a transform map, you can reuse it to map data from one more import set to the same table. It allows the administrator to define final destinations for data imported on tables, making it easier to specify linkage between the import set table's source fields and the target table's destination fields. You can also use a transform map for dynamically mapping source fields and destination fields.

Q11. What are UI policies? How are data policies different from UI policies?
Ans:- The ServiceNow interview questions, including differences or comparisons, gauge your in-depth knowledge, and you must be crisp in your answers. UI policies are alternatives for client scripts. You use UI policies to set a field as mandatory, which is read-only and visible. Thus, you can use it dynamically to change a field on a form and control custom process flows for tasks.

Data policies and UI policies are similar. The main difference is that UI policies only apply to data entered on a form through the standard browser, while data policies apply rules to all data entered into the system. This would include data brought in through email, import sets or web services, and mobile UI entered data.

Q12. What is the significance of HTML sanitizer in ServiceNow?
Ans:- The HTML sanitizer cleans up a markup in HTML fields automatically. It helps eliminate code and protect against security concerns such as cross-site scripting attacks.

Q13. List the Types of Searches Available in ServiceNow
Ans:- The following searches help find information in ServiceNow:
  • Lists help obtain records in a list
  • Search screens use a form for searching table records 
  • Knowledge base for finding knowledge-based articles
  • Global text search helps find records in different tables from a search field
  • The navigation filter filters the application navigator items
Q14. What is a client script?
Ans:- Client script is the client-side(the browser) script. It runs on the client-side only. The four main types of client scripts are as follows:
  1. OnLoad()
  2. OnSubmit()
  3. OnChange()
  4. OncellEdit()

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