ServiceNow is a specialized tool for collecting and processing customer service requests. It provides a single system of records for IT services, business management, and business operations.

ServiceNow has laid its footprint in the ITSM segment in the year 2012 and it has transformed along with the ever-changing technology landscape. It has evolved as a cross-departmental platform and also acts as an enterprise cloud solution. ServiceNow tool has set it apart from all other competitors with its ability to create workflows that automate the process of data extraction.

2) Define the term application in ServiceNow

In ServiceNow, the term Application is nothing but a collection of data and files that helps in delivering a service or manage a business process. ServiceNow comes with a suite of inbuilt applications which include Incident, Change, and Problem. Each application has been designed to address a specific business problem. For example, the Change application provides information about the change management process. Apart from these applications, you are also allowed to add extra applications based on business needs.

3) What are all the products offered by ServiceNow?

ServiceNow offers a wide range of products to cater to the needs of modern organizations. Following are the products offered by ServiceNow:

• Business Management Applications
• IT Service Automation Applications
• Custom Service management
• HR Management

4) What is CMDB in ServiceNow?

The CMDB is abbreviated as a ServiceNow Configuration Management Database (CMDB). Using the CMDB application, we can create logical representations of services, assets and the relation between them. This logical representation will also consist of the infrastructure of your organization. All the details about these components are stored in the CMDB using which we can ensure stability, integrity, continuous service operation and monitor the infrastructure.

You can also use core features of CMDB such as CMDB Health to detect health issues, CMDB Identification and Reconciliation to address reconcile data integrity issues, and CMDB CI Lifecycle Management to manage data life cycle.

5) What is a Business rule in ServiceNow?

A Business Rule is a server-side script in ServiceNow that runs when a record is inserted, displayed, deleted, or updated, or when a table is queried. Using business rules in ServiceNow you can perform the following actions:

• Change values automatically in form fields
• Create events for email notifications
• Script actions.

6) What is meant by domain Separation ServiceNow?

Using the Domain separation feature in ServiceNow you can separate data, administrative tasks, and processes into logical units.

Domain separation is best suitable for the below cases:

• To enforce data separation between two different businesses on a single ServiceNow instance.
• To delegate administration
• To manage a global reporting and global process on a single instance.
• To separate data between various departments
• To create a process difference among customers.

7) What are the different search options available in ServiceNow?

In ServiceNow, we have five search interfaces that help you find the information regarding specific segments. Below mentioned are the types of search interfaces available in ServiceNow:

• Global text search: Helps in finding the records stored in multiple tables from a single search field.
• List search interface: Helps in finding records in a
• Knowledge Base: To Find Knowledge articles
• Navigation filter: useful in order to filter the items in the application navigator.
• UI pages: Create a custom UI page
• Live Feed: Search, sort or filter messages in the live feed.

Explain the use of HTML Sanitizer?

The HTML Sanitizer Remove the unnecessary markups in HTML fields. It helps to delete unwanted code and protects the platform from security threats.

9) What is a Record Procedure?

A record procedure is defined as a particular type of catalog item that helps the users to build task-based records. Record procedure helps you in providing a better end-user experience rather than using the regular task-based form for record creation. For example, you can use a record procedure to create a change record or problem record.

10) Why do we use the import set tool in ServiceNow?

The import set tool is highly useful for administrators in order to import data from multiple sources and then map that data into ServiceNow tables.

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