#Scenario Based ServiceNow Developer

#Interview Questions #Attached.

Section 1: Long Answer Questions

Instructions: Answer the following questions in detail.

1. What is System Upgrade and Cloning in ServiceNow?

Explain the 7 phases of cloning & key differences between
the two processes.
2. Explain the 7 phases of cloning in ServiceNow and their
significance.
3. Discuss the limitations and risks of using Generative AI
capabilities in ServiceNow.
4. Explain the lifecycle of Problem Management in
ServiceNow, including key stages and their purposes.
5. What is the purpose of Employee Center in ServiceNow?
How does it enhance user experience?
6. Explain the difference between ITSM, ITIL, Agile, Scrum,
and DevOps in detail.
7. What is the primary use of Integration Hub (IH) in
ServiceNow? Provide examples of real-world use cases.
8. Explain the lifecycle of Service Catalogs and Request
Management in ServiceNow. How are they
interconnected?
9. What is the purpose of a Retroactive Start in SLA? How
does it impact SLA calculations?
10. Explain the difference between Object, Object
Constructor Functions, and Classes in ServiceNow
scripting.
11. What are the real-time practical benefits of using Flows in
ServiceNow? Provide examples.
12. Explain the lifecycle of Change Management in ServiceNow,
including key states and transitions.
13. What is the purpose of Transform Maps in ServiceNow? Provide a
real-time scenario and explain how it works.
14. Explain the difference between GlideAjax and getReference() in
ServiceNow scripting. Provide examples.
15. What is the role of Script Includes in ServiceNow? Explain the
different types of Script Includes.
Section 2: Multiple Choice Questions (MCQs)

Instructions: Choose the correct answer.

1. Which table in ServiceNow stores event records?

A. sys_event
B. em_event
C. incident
D. cmdb_ci
2. What happens when an SLA breaches its conditions?
A. The SLA is automatically deleted.
B. Notifications are sent, and the SLA stage updates to “Breached”.
C. The associated task is closed.
D. The SLA is reset to “In Progress”.
3. What are the two main processes involved in CMDB Identification
and Reconciliation?
A. Importing and Exporting
B. Identification and Reconciliation
C. Cloning and Upgrading
D. Mapping and Transforming
4. Which of the following is NOT a valid Flow Designer trigger type?
A. Record Created
B. Application Install
C. Scheduled
D. Catalog Item Requested
5. How can an administrator override reconciliation rules for a
specific CI attribute?
A. Modify the CMDB table directly.
B. Use the “Reconciliation Behaviour” field in the CI Class
Manager.
C. Delete the existing reconciliation rule.
D. Use a Transform Map.
6. Which ServiceNow feature uses Generative AI?
A. Performance Analytics
B. Virtual Agent
C. Service Catalog
D. CMDB Health
7. What is a major limitation of standard reporting compared to
Performance Analytics?
A. Cannot export data.
B. Lacks predictive analytics and trend forecasting.
C. Cannot filter results.
D. Limited to 100 records.
8. How is Performance Analytics data stored in ServiceNow?
A. In the pa_data table.
B. In dedicated PA tables with breakdown and indicator
definitions.
C. In the sys_report table.
D. As JSON files in attachments.
9. What is the function of a widget in Service Portal?
A. To store user credentials.
B. To display dynamic content or functionality on a portal page.
C. To trigger workflows.
D. To manage access control.
10. What is an automated indicator in Performance Analytics?
A. A manual data entry field.
B. A metric calculated automatically based on predefined
conditions.
C. A static report template.
D. A user-defined dashboard.
11. What is the purpose of the ServiceNow Upgrade Preview?
A. To clone the instance.
B. To test and review changes before applying an upgrade.
C. To roll back a failed upgrade.
D. To schedule maintenance windows.
12. Which feature in Performance Analytics allows users to predict
future performance trends?
A. Breakdown Sources
B. Forecasting
C. Data Collectors
D. Widgets
13. Which of the following elements is NOT a part of a Workflow in
ServiceNow?
A. Approvals
B. Transform Maps
C. Notifications
D. Conditions
14. What is the purpose of a Retroactive Start in SLA?
A. To pause the SLA timer.
B. To recalculate the SLA start time after a task is updated.
C. To reset the SLA stages.
D. To delete expired SLAs.

15. Where can Live Agent be accessed in ServiceNow?

A. Service Catalog
B. Service Portal or Agent Workspace
C. CMDB
D. System Properties
16. Which role is required to create and modify Service Portals?
A. itil
B. admin or portal_admin
C. snc_read_only
D. report_admin
17. What is the main purpose of the Performance Analytics data
architecture?
A. To store user preferences.
B. To organize and analyze performance metrics efficiently.
C. To manage CMDB relationships.
D. To automate workflows.
18. What happens during a ServiceNow instance cloning process?
A. Only configuration data is copied.
B. A full copy of the instance (data and configurations) is created.
C. Plugins are uninstalled.
D. Users are logged out permanently.
19. Which field type should be used for categorical breakdowns in
Performance Analytics?
A. Integer
B. Choice
C. Date/Time
D. String

20. How does Live Agent differ from Virtual Agent?

A. Live Agent uses AI, while Virtual Agent does not.
B. Live Agent connects users to human agents, while Virtual Agent
uses chatbots.
C. Live Agent is for ITIL processes only.
D. Virtual Agent cannot integrate with Service Catalog.

21. What is a key benefit of automated indicators?

A. Manual data entry.
B. Real-time metric updates without manual intervention.
C. Reduced storage usage.
D. Simplified UI design.

22. How are relationships between Cis represented in CMDB?

A. Through parent-child tables.
B. Using the cmdb_rel_ci table.
C. Via email notifications.
D. In the sys_user table.
23. What does CI stand for in the context of CMDB?
A. Configuration Integration
B. Configuration Item
C. Centralized Inventory
D. Critical Incident
24. Which tool auto-populates CMDB by discovering hardware and
software?
A. Flow Designer
B. ServiceNow Discovery
C. Transform Maps
D. Integration Hub
25. What does CORS (Cross-Origin Resource Sharing) enable?
A. Data encryption.
B. Cross-domain API requests.
C. Database replication.
D. User authentication.
26. What is the primary use of Integration Hub (IH)?
A. To design UI components.
B. To orchestrate integrations using prebuilt spokes.
C. To manage user roles.
D. To generate reports.
27. Which HTTP method is used to retrieve data from a REST API?
A. POST
B. GET
C. DELETE
D. PUT
28. What is WSDL used for in web services?
A. Encrypting data.
B. Describing the structure and operations of a web service.
C. Managing user sessions.
D. Storing CMDB data.

29. Which ServiceNow feature allows users to display real-time data

on dashboards?
A. Reporting
B. Performance Analytics
C. Import Sets
D. System Properties

30. What is the table that stores Cis in ServiceNow CMDB?

A. sys_ci
B. cmdb_ci
C. asset_ci
D. pa_ci
31. Which script type is used in Scheduled Jobs?
A. Client Script
B. Scheduled Script Execution
C. UI Policy
D. Business Rule
32. What is the purpose of coalescing in ServiceNow?
A. To encrypt data.
B. To merge duplicate records during imports.
C. To trigger workflows.
D. To generate reports.
33. Which method retrieves only the first record in a GlideRecord
query?
A. get()
B. getFirstRow()
C. query()
D. next()
34. Which field type displays records from another table?
A. String
B. Reference
C. Integer
D. Journal
35. What is the primary purpose of an Async Business Rule?
A. To run client-side validations.
B. To execute server-side logic asynchronously.
C. To trigger UI policies.
D. To generate reports.
36. What is the main difference between Before and After Business
Rules?
A. Before rules run on the client, After on the server.
B. Before rules execute before the database operation, After rules
execute after.
C. Before rules are for UI, After for workflows.
D. No difference; they are interchangeable.

37. Which role is required to define Execution Plans in Test

Management (ATF)?
A. itil
B. admin
C. snc_read_only
D. report_admin
38. What is the key benefit of the g_scratchpad object in Display
Business Rules?
A. To store encrypted data.
B. To share data between client and server scripts.
C. To trigger workflows.
D. To generate PDFs.

39. What is the purpose of Workflow Editor in ServiceNow?

A. To design UI forms.
B. To create and manage automated workflows.
C. To generate reports.
D. To configure CMDB relationships.

40. Which ITIL version focuses on value co-creation?

A. ITIL v2
B. ITIL 4
C. ITIL v3
D. ITIL 2011

41. What does "resource pooling" in cloud computing refer to?

A. Assigning dedicated hardware to users.
B. Sharing computing resources across multiple users.
C. Encrypting data in transit.
D. Managing user permissions.
42. Which ServiceNow product allows users to create custom apps
without coding?
A. Flow Designer
B. App Engine Studio
C. Integration Hub
D. Service Portal

43. What is the purpose of "dictionary overrides" in ServiceNow?

A. To delete fields.
B. To modify field properties for specific tables.
C. To encrypt data.
D. To generate reports.

44. What is the recommended method for creating an encoded query

in ServiceNow?
A. Manually typing the query.
B. Using the condition builder (e.g., in filters or reports).
C. Writing SQL statements.
D. Using JavaScript.
45. Which tab in Report Designer configures data visualization?
A. Data
B. Display
C. Sorting
D. Filter
46. What is the previous name of ITIL?
A. ISO 20000
B. GITIM (Government Information Technology Infrastructure
Management)
C. COBIT
D. DevOps
47. How many activities does the Service Value Chain (SVC) have in
ITIL 4?
A. 5
B. 6
C. 7
D. 8

48. What is the length of a GUID in ServiceNow?

A. 16 characters
B. 32 characters
C. 64 characters
D. 128 characters

49. Which version of ITIL introduced incident management and IT

financial management?
A. ITIL v2
B. ITIL v3
C. ITIL 4
D. ITIL 2007

50. Update set data is stored in which format?

A. XML
B. JSON
C. CSV
D. HTML
Section 3: Scripting Questions

Instructions: Write scripts to solve the following problems.

1. Write a GlideRecord query to retrieve all inactive

incidents created in the year 2024 with priority 1, 2, or 3
and an empty assignment group.
2. Write a Business Rule script that automatically sets the
"Short Description" field to "High Priority" when the
priority is set to 1.
3. Write a script to close a parent RITM only if its all
associated child tasks are closed.
4. Write a Client Script that validates the "selected date"
field is not a Holiday.
5. Write a Transform Map script that updates the
"Location" field of a CI during data import.
6. Write a Scheduled Job script that sends a notification to
the assignment group if an incident remains unresolved
for more than 24 hours.
7. Write a Flow Designer script that triggers when a new
incident is created and assigns it to a specific group based
on the category.
8. Write a Scripted REST API that retrieves all open
incidents for a specific user.
9. Write a script to Abort an Action if the incident is already
assigned to any members to the same group.
10. Write a Script Include that uses GlideAggregate to
calculate the total number of incidents per priority level.
11. Write a script to generate an event in ServiceNow using
the eventQueue() method.
12. Write a script to create a recurring scheduled job that runs every day at 8
AM.
13. Write a script to debug and optimize a slow-running GlideRecord query.
14. Write a script to create a custom widget for the Service Portal that
displays open incidents for the logged-in user.
15. Write a script to implement a custom REST API endpoint that updates the
state of a change request.