ITSM Servicenow interview question

Question 1: What is ServiceNow?

Answer: ServiceNow is a cloud-based IT service management tool which is used to automate your business process and providing different kind of services to your customers. All aspects of IT services can potentially live in the ServiceNow ecosystem of modules.

Question 2: Could you elaborate more about ServiceNow?

Answer: ServiceNow is a single platform that may contain many applications and modules. Each application and module we can use different purpose and cloud-based platform. It's easy to programming. We can upgrade from one person to another person very easily and we will have more data centers across the world. We can do more customizations with javascript and supporting SaaS and PaaS. These are the major advantages of ServiceNow.

Question 3: Importance of personal developer instance that is called PDI and what is the importance of demo data as well?

Answer: Personal development instance is called PDI. That are mean for walkthrough of the service now features. It can be used by developers, customers, even partners as well. Suppose when you want to become an expertise in service now where you can access all basic components how can you explore your skill set into the ServiceNow platform that case we have to create personal developer instance. When you create a personal developer instance it will be providing the demo data is defining example data to understand how those applications are working in instance.

Question 4: Tell me your experience with ServiceNow?

Answer: Earlier my client was using DMC Remedy tool, that is also type of ITSM. Then they have decided migrated to ServiceNow. The reason behind it ServiceNow is a cloud-based ITSM tool. There are a lot of benefits into it. So they have given training beyond the service now platform. Initially my career was starts with this administration part but later I got the chance to working with other areas like development part and implementation and implementing the scope application finally worked on integration part as well.

Question 5: Could you please tell me what all you have done in ServiceNow?

Answer: I am involved in all kind of activities from basic administration to advanced scripting and I did lot of customizations in existing application. I have contributed my work in incident, problem, change, service catalog, knowledge management, service request management, customer relationship management, asset management, configuration management, discovery, performance analytics areas. Recently I have started working on service portal also.

Question 6: We can't know which personal service now you are using in your organization... [Implied: How to find ServiceNow version?]

Answer: There is application you can find in the navigator that is called "stats". So when you type the "start starter 2" just click on enter button you will get the latest details about the ServiceNow instance. It will maintain all the details about your personal developer instance in real case you will get all the details about real case instance.

Question 7: Which personal service now you are using right now?

Answer: You will see always the current version of ServiceNow which is released recently by ServiceNow. A current version of ServiceNow is San Diego and they're going to be releasing next version on next quarter. The person name of is like a person name of that Tokyo.

Question 8: Difference between UI 15 and UI 16 in ServiceNow?

Answer: Basically what is UI UI service now user interface that 18 UI 15 is replaced in UI 16 by the power tab represented by the star. Any item you could place on the edge can be marked as a favorite and by number three when you switch it to UI 16 all bookmarks on the edge are migrated to favorite also or listed on the favorite tab.

Question 9: What is impersonate user and usage of it?

Answer: Administrators can impersonate other ServiceNow users system for testing purpose and view logs as well. The impersonalist option is not visible to mobile view of the platform so that option is available for only desktop version that is also visible to ServiceNow administrator. When impersonating another user the administrator has access to exactly what that user can access in the system and including the same menus and modules. Now instance record anything the administrator does while impersonating another user as having been done by that user. That is importance and use of impersonate.

Question 10: What is annotation in ServiceNow forms?

Answer: Annotation is a form element that is used to display the static information to the customers and highlight form elements by displaying the blocks of colored text or separators between form elements. Depends on the client requirement we can create different types of annotations in form.

Question 11: What is formatter and types of formatters in ServiceNow?

Answer: So a formatter is a form element that is used to display information that's not fill in the record. Add formatters to the form by configure the form. There are many types of formatters in service now which are offered by ServiceNow. So those are like process flow formatter, activity filter formatter, the relationship formatter, parent breadcrumb formatter, approval summarizes formatter finally contextual search result formatted. At least you can remember three two format for formatters when you should ask the question how many types of parameters service not buy from.

Question 12: Can we create custom formatter in ServiceNow?

Answer: Yes every formatter is based either on UI macro stored in system risk or UI macro table or XML template stored on the other server file system. With the activity formatter the letter is that is the case you could write your own macro that replicates the behavior of the out-of-the-box one but that would be quite complex. What is the business problem you are actually trying to solve? There might be an easier way to do create a new custom formatter. If you want to create new custom formatter the developers should have experience on jelly script. So where your microscope can implement.

Question 13: Define contextual search and importance?

Answer: You can add and configure context for search function for fields in the form and record record producers. For example you can add a new contact with such capability form. This automatically provides relevant knowledge to service desk staff when they responded to calls helping to resolve these calls more quickly. By default the system provides contextual search for incident uh record producers and the instant form to help with the services called form linking such to the short description. In that if you want to know more about conduct context versus you can navigate to context for such application there we can see more about contextual search.

Question 14: Can we configure context first search for record producer?

Answer: Yes how you can configure following by the procedure navigate to contextual search application and go to respect to record producer configuration and you can also open such context and click new in the record producer configuration related list then we can configure contextual search file record produce slideshow.

Question 15: What is dot walking its most important question in interview?

Answer: Dot walking provides access to fields on related tables from a form or list or script if the current table contain the reference to the under table. For example caller ID is reference field in incident table when you want to get other details from the same table so we need to configure the dot walking. So already we seen how to configure walking in my topic when I covered in our training. And please keep in mind that important note dot walking we can apply for all the reference phase. So how many levels we can con for the dot walking only three levels are recommended to configure the dot walking.

Question 16: Importance of dot walking?

Answer: Dart walking references a field by building a chain of feelings separated by dogs. For instance instant.caller dot manager references the company of the user caller manager. The recommended limit of chain length is only three levels already said earlier right. Example if you want to get instant caller department so you need to open that any existing record first then we can find respect to any specific caller and I want to display that department of that call in this case we have to configure the dot walking.

Question 17: Can we make field monetary and did only through form design?

Answer: Yes just enable the checkboxes mandatory or read only following by the field property in form design.

Question 18: What is plugin and service now and benefits of the plugin? Do you have any experience on plugin activation?

Answer: First of all you would like to know what is plugin plugins are software components that provide specific features and functionalities within ServiceNow instance. Plugins may be added to the base platform in the uh in one of the following ways activated by the default in the base ServiceNow system activated activated by admin user. What is the benefits of plugins while there are ServiceNow plugins that cater to almost every need as per the business requirement so many would benefit from discovering the ServiceNow plugins that can save you and those in your business time as well as helping to boost the revenue. So when you want to use any specific application then we can pay for them and use that application in your business in it no need to pay and stop the application in the ServiceNow platform. And note service no plugins for increasing productivity and boosting revenue yes good experience into plugin activation.

Question 19: Why is acknowledgement required for certain plugins and prior to activation?

Answer: Some plugins that introduce a new feature or state functions etc so not active by default on your previous family release may be required acknowledgement paid to activation to inform you of any potential impact the plugin may have before activation. So if you want to activate any plugin you have to follow the subscription process in ServiceNow platform. So in this case we can follow the documentation.

Question 20: Types of tables in ServiceNow?

Answer: There are two types of events in service now those are global tables second one is custom tables. Global tables are predefined tables custom tables or user defined tables which are not available on the platform just we have created as per the client requirement.

Question 21: Tell me some important table names often you are using in ServiceNow?

Answer: In ServiceNow based instance almost we have 4000 plus tables are available. It's very difficult to remember all the table lengths in the ServiceNow platform and that's why just you can remember only few table names those are incident problem change request system risk per user user system group task Siemens service catalog request service catalog underscore request underscore item alm underscore essay cmn underscore department cmn underscore company cmn underscore location underscore the user underscore gr member. Please remember only few table names why because it's very difficult to remember all the table names which are available in ServiceNow instance.

Question 22: What is the parent table of incident, problem, change? Tell me some parent tables in ServiceNow?

Answer: Task table is the parent table of incident problem and change. Sometimes they're asking the question vice versa first the table was extended to how many tables that was extended to only three tables those are instant problem change and there are two parent tables in service now one is task table second one is configuration item table. So the base table of configuration item is cmdb underscore ci that table was extends with so many tables it's very difficult to remember this all the table names just you can keep in mind two parent tables in base system what is the task table second one is configuration item table.

Question 23: What is schema map?

Answer: The schema map displays the details about the tables and their relationship in a visual manner allow administrators to view and easily access different parts of the database schema the schema map can also be printed directly from a browser and point number two schema relationship types supported and the clouds use it for them. Simply i can say that schema map can be defining the relation between one table to other table so this is the only the way where we can find relationship between one table to other table.

Question 24: What is use of task table?

Answer: Task table is one of the core table that provided with the base system it provides a series of standard fields used on each of the table that was extended to it such as the incident problem change and other tables. Initially any table which extend the task task table that can be take advantages of task specific functionality for driving transfer to change table Saturn.

Question 25: So what is data disarray tables?

Answer: The system defines data dictionary data modelling and entity relationship information in multiple tables. When you created any new table record and ServiceNow platform that table record can store into sys underscore deep underscore object that table record will be maintained all the details about the table fields and columns. And coming to second table dictionary entries so when you created any new custom field that is that is going to be stored in one table called sys underscore dictionary that contains the excel details for each table and the definition for every column on each table each row represents a column on a table or a tip like a like a field. So coming to that field labels and when you want to get all the details about the labels of each field those details are going to be stored in cis underscore documentation this underscore documentation will be maintained all the details about human data labels and long ways information.

Question 26: Can we create custom table in ServiceNow?

Answer: Yes we can create custom table as per your business requirement.

Question 27: Can we delete global table?

Answer: No we can't delete any global table and ServiceNow system will not support to delete any global table even if you have admin access also.

Question 28: Tell me some global default fields which are creating automatically in custom table?

Answer: So when you create a new custom table and ServiceNow system can be create several default fields which are appear into the columns tab and so the required system fields are added automatically. You cannot delete or modify these fields because these all are predefined fields which are creating by service now for these tables that extend under table field on the parent table also appear on the table columns embedded list for the current table if you modify these fields remember it that all changes fields on the parent table also affected to all sale tables not just the current table that is the importance of the global default phase.

Question 29: What is dictionary override and importance?

Answer: Dictionary override that will allow system administrators to define certain field settings on extended table differently from those on the parent table without affecting the parent table or its extended tables. Dictionary override or defined in the dictionary entry record for the fields on the parent table. Simply i can say dictionary override is a make the difference between parent to check.

Question 30: What is database review and importance?

Answer: A database view defines tables joins for reporting purpose when you want to generating like the report combining the multiple tables so we are going to creating database view. For example a database you can join the instant table to the matrix definition and matrix instance table this view can be used to report on instant metrics and may include fields from any of these three tables. A number of useful database views for install with the database view plugin and the database views for ServiceNow management plugin these database views cover most metric reporting needs and greatly reduce the needs to define you wants. This is the most important question in interview also and please keep in mind what is database view.

Question 31: Difference between base table and core table?

Answer: So in ServiceNow platform there are two tables one is base table second one is blue table. Base table if table is extended but itself it is not extending on the table and if you're talking about core tables tables that exist in the base system are called core table. So task table is the external table and so these all are tables like insulin problem change request service catalog and knowledge management these all are core tables which are available in service.

Question 32: [Implied: What have you done in administration part as a ServiceNow Administrator?]

Answer: As a ServiceNow administrator and as a submission services administrator I'm going to playing this all the activities. So created department records companies and locations and countries and configure delegate users created users and groups and roads and make user VIP as per the business requirement add and remove members to the group assigning role to users and groups data importing through import stats migrating things to production and non-production instances application maintenance configure new SLA and modifying existing SLA and I did ITSM guided startup from scratch and created reports and distributing to stakeholders and finally working with access control list restricting or preventing the users.

Question 33: Tell me some predefined out of the box roads in ServiceNow?

Answer: A ServiceNow platform is going to provide a number of predefined roles. It's very difficult to remember all the role names but just the only few names you can keep in mind like this all about PDF and rules admin agent Vance admin approval underscore ITIL ideal admin instant manager knowledge knowledge admin and so many thoughts are there just you can remember only few role names in ServiceNow platform which are available.

Question 34: Importance of read-only road?

Answer: The read-only role that is called snc underscore read underscore only that is on the tables that user can access the defined by the other rows and coming through point number two after you ascend this row to the user they can no longer can create update and delete records in any tip so only you can do only can do uh read operation only you can read the data and so coming to that remaining points user cannot instead update and delete the records from ServiceNow UI so the person have only read permission for specific data user cannot activate or upgrade the plugins with this role the user can write a directory on SQL statements and user cannot upload any XML files and user can only run the background scripts when on an instance in the public sandbox environment.

Question 35: What is incident and explain the instant life cycle and estate model?

Answer: If you come into incident management life cycle and state model first of all you would like to know what is incident instrument is nothing but something is broken into your business application the customers can rise in certain ticket so sometimes we can call as a unexpected interruption called incident. So coming to life cycle and state model service no instant management support incident management process with the ability to log instance create and update and and read it so classify by impact and agency and ascend to appropriate groups and finally we can they can exclude resolve and report it. So any user can record an instant and track it until service is restored and the use like an issue is resolved so after got the confirmation from the customer then service provider will close the ticket so every it helps support engineer or service provider has to follow the life cycle of incident while working it. So if you're coming to the instant management the state model in instant management application they may contain six default states one is the new second one is in progress third one is resolved and fourth one is unload on hold fifth one is close finally cancelled so when customer created new incident ticket by default state would be new and the ticket will be assigned respect to assignment group and one of the responsible person they can send the ticket himself and start working on it in case when the service provider is looking more information from the user they can keep in on whole state and on what reason is avoiding quota and anyway finally got the con like uh more information from the user then like re-announces of the issue so anyway finally fix it and the state get generates to resolve and that the same information can passes to customer and after got the confirmation from the customer they can close the ticket so this is about state model of incident.

Question 36: What is the problem and problem management life cycle and state model?

Answer: Problem definition a problem is defined by ideal as the cause of one or more incidents some incidents such as malfunctioning mouse at a user workstation or not indeed like indicative of problems. So problem management supports the ideal process to find the fix the root cause of issues that result in insurance who is the person working on the respective problem the person need to root cause and i'll find out the root cause analysis and how to fix it permanently. In case if you provide any temporary solution to the customer same issue may be repeated to the same customer or different customers you can record the problems associated constraints and assign them to appropriate groups as well. You can create knowledge articles from the problems and request changes exclude and manage the problems to its resolution and reporting. So other incidents such as repeated network outage and create a problem investigation due to their frequency. So coming to the problem management life cycle and state model problem management is responsible for managing the life cycle of underlining problems the state transition of a problem guides you to the stages of the problem life cycle from creation to closer problem management has on a single goal that is identified and resolving the underlying issues that cause of all incidents. This is the problem management state model so there are different states in problem management those are out of the box new access root cause analysis fixing progress resolved and closed. This is the very important question today also tell me what other states are available in property management by default.

Question 37: What is problem task and how to create it?

Answer: A problem task is the smallest unit of work that you should perform to complete a problem. The state transition of a problem task that will guide you through the stages of the problem task life cycle from case into close. If your problem coordinator requires help to resolve the problem that coordinator can create and assign a problem task to assignment groups or users to complete those activities. Sometimes the respective problem may be because of a number of like a task we have to create problem manager can create in a number of tasks those tasks can assign respect to group and person whose responsibility complete the task.

Question 38: Importance of communication work around a problem record?

Answer: You can enter a workaround note into a problem record and then post the information into every associate and student ticket.

Question 39: What is change in ServiceNow change management?

Answer: Sometimes like a abbreviated as cm is a collective term of all approaches to prepare and support individuals teams and organizations in making organization changes. It includes methods that redirected to define redefine the user view of use resources business process budget allocations or other modes of operation that significantly change a company or nation the ServiceNow change management application provide a systematic approach to control the life cycle of all changes the facilitating beneficial changes to be made with minimum distribution to IT services.

Question 40: Types of changes?

Answer: Service now going to offer basically three types of changes one is normal second one is standard third one is emergency. If you're talking about normal change what is normal change it's normal change generally when developer wants to make some changes and then need some cab approval any services changes that is not standard change or an emergency change. Next one is standard change standard change is called frequency changes which are expected by the uh like a stakeholders not required any cab approval before make a change it is pre-approved because of frequently doing the same kind of changes in your business application a standard change is a pre-auto authorized change that is low is relatively common and follows specific procedure or work instructions. And finally last one is emergency change when customer is requested emergency change and the respective developer needs to be implementing the changes immediately with cab approval. So what is the major difference between like a normal emergency normal change we can implement as per the schedule time and when customer created emergency the respective developer have to implement as quickly as possible.

Question 41: Change management life cycle and state model?

Answer: Change management offers a state model to move and drag the change request through several states it's going to be providing different default states new access otherwise schedule implement review close and cancel these all the states are available in change management application.

Question 42: What is the risk assessment and how to configure it?

Answer: There are two methods to calibrate the risk of change the best practice change risk calculator which is activated in the base system by default. When you want to implement the change management risk assessment that is optional plugin if you want to implement the risk assessment in your business unit you have to subscribe that plugin separately. Change the risk of calculation uses predefined properties and conditions to calculate the risk value and change management risk assessment uses information provided by the end user to access risk value and they that two mothers can be used to individually or together depending on your requirement if the methods are used together the high asterisk value from both methods is always selected. So just you can keep in mind the node activate below plugins to configure the risk assessment and go to change management risk assessment plugin then we can activate.

Question 43: What is UI policy and importance?

Answer: A UI policies are executing on blind side within browser and dynamically change the behavior of the information on the form and simply i can say that UI policy is alternative of transcript so what are the activities we are doing with web policy same activities we can do with client skills also. For example we can use UI policies to fill make mandatory rational read online writeable visible invisible basic UI policies don't require any scripting however for more advanced actions use the run script action as well you can also use client speech to perform these all these actions but for faster low times use UI policies when if it is possible.

Question 44: What is the importance of order number in UI policy?

Answer: The processing sequence from the lowest to highest number if two policies conflicts the UI policy with the higher number executes for inherited UI policies that extended chain table UI policies are executed fast then the base table UI policies are executed both from lowest to highest specific specified value.

Question 45: Importance of reverse if false condition?

Answer: The UI policy action should be like reversed when the condition if it is by policy evaluate to false in other words when the conditions are true actions are taken and when they change back to false the actions are referenced so in that case this reverse default statement should be always enable the check marks.

Question 46: If you if you disable global checkbox in UI policy tell me then what happened?

Answer: Option for specifying whether the UI policy applies to all form views if you want to apply that all form views you can set the global if the checkbox is clear the UI policy is view specific by default the global UI policy applies to all form views however a UI policy can be specific to a specific you as per the requirement for example you can define a UI policy file only the ideal view of your form use the view field to accomplish this.

Question 47: Can we write scripting UI policy?

Answer: Yes of course you can write scripting UI policies but it is not recommended as a best package ServiceNow developers can invite script in one or both script fields depending on the application requirements write skip logic inside the condition function which is automatically inserted in the scripting phase the on condition function is called by the UI policy and runtime.

Question 48: UI policy execute on client slate or server side?

Answer: Absolutely it will be executing only client side.

Question 49: Can we hide later list by UI policy?

Answer: Yes we can hide later list through later list actions.

Question 50: What is data policy? Where the data policy can apply?

Answer: Data policies used to enforce data consistency by setting mandatory and read-only read-only states for feeds. Data policy are similar to UI policy but UI policy only applied to data entered on form to the standard browser data policy running from the server side data policy applying for the data policy can apply roots to all data entered the system including data brought in through importance web services and data entered through the mobile UI and rest and so our script background list view these all the scenarios data policy can preventing the user.

Question 51: Can we convert UI policies to data policy? If yes explain one more real case scenario when you can do this?

Answer: Yes we can convert UI policy to data policy when you can convert you can also apply the UI policy to import sets or to data imported by the soap or web services that time we can convert it to data policy point number two we can convert any UI policy to a data policy then automatically deactivate the UI policy record and point number three the return the policy in the UI ensure that the use as UI policy on the client checkbox is selected on the data policy record and point number four for a UI policy to be eligible for a conversation we data policy the following conditions must be made on the UI policy form and the run script checkbox must be cleared the global checkbox must be selected none of the UI policy actions can be have visible to set their true set to false visible must be set to leave alone.

Question 52: Can we hide the field through data policy?

Answer: No we cannot hide the field through data policy.

Question 53: How can you make all fields hit only in a single sort? [Implied: read-only]

Answer: Yes we can achieve this requirement through scripting we can create the UI policy and all the fields make it only in single start following by the code first of all we have to define the function its own condition variable we are going to write that onward uh like um like unload in UI policy where fields equal to g underscore form dot get a double fist all the editable fits can come coming to that for loop then we can write the for loop where x equal to zero x less than field start length then x plus plus increasing the field and moving to the outputs and gm perform dot set read only that is a method we have to use the field make read only in native so finally fill x then make it two.

Question 54: Difference between UI policy and data policy?

Answer: UI policy is running on client side but data policy is running on server side ui polls it runs every time when the firm loaded so on load is not available in data policy so we can hide the data list through web policy or click on related list to data policy when we convert UI policy to data policy then deactivate UI policy but when we convert the data policy to UI policy then the act whether device later for UI record and alternatively you can enable the checkbox that uses UI policy on the client and UI policy applied for only the browser window but data polls applying on import sets address also integration web services list view script background is all the data ports you can given to the user UI policy actions are used to fields read-only mandatory visible and declare the field value data policy rules user-to-field make monetary and redone.

Question 55: What is metrics in ServiceNow?

Answer: A metric can measure and evaluates the effectiveness of anti-service management process. For example a metric could measure the effectiveness of the instant resolution process by calculating how long it takes to resolve the instant or calculating how long it takes to close the incident. Sometimes a metric can be easily obtained from the data for example to find the number of instruments that were created today we can be able to get this kind of information from matrix.

Question 56: What is related list and in ServiceNow?

Answer: So related list appears on the forms and show the records in the tables that have relationship to the current record. So a related list on your form servers serves the purpose of the providing external information that related to form record and gives a quick overview of how the other records would be affected if something is modifying the current form record. It also it provide can ease of creating new records or adding existing records that's based on the permission available to the user from the sale table for the parent one.

Question 57: Tell me some scenarios when we can create a little list? [Implied: related list]

Answer: So define related list allow relationship between arbitrary tables to be expressed as a letter list any two tables that can have a logical relationship can appear as a parent and chill paid via lead list. The following are some examples when we can implement related list on an incident record show all the incidents to open by the same caller on a user record we can show the latest 20 transaction that user has made on incident record show all problems opened on the reported CI.

Question 58: What is service level management?

Answer: The service now service level management SLM applications enables you to monitor and manage the quality of the services offered by organization. Service level managers are responsible for a setup for agreements between service provider and customers that define the scope quality and speed of the services being provided by the respective client or service provider.

Question 59: Purpose of service level management?

Answer: The intention of SLM SLME service level management that is to provide the customer with an expectation of service within a known time scale and the ability to monitor when the service level are not being meet. Service level management can be used across the organization in departments such as HR department finance IT marketing to track how internal and external teams are performing against their agreed service levels.

Question 60: What information is contained in service level agreement?

Answer: Service level agreement will be maintain the details about the description of the service provided to the customer a description of the performance service level used by the provider to demonstrate that quality of customer service service level performance target which are benchmark against industry best practice and it will maintain the roads and responsibility of the customer and the rates of service provided and billing process and the SLA renewal process and a bit uh like a case what we can what action they can do it is all the uh information can contain in service level agreement.

Question 61: Types of SLAs?

Answer: There are three types of SLS in ServiceNow one is SLA service level agreement second one is OLA operation level agreement third one is UC underpinning contract.

Question 62: Table where the SLAs are stored for incident?

Answer: The table called task underscore SLA.

Question 63: What is the track to start and importance? [Implied: Retract Start]

Answer: If you select the retract start check box the set start to field appears offering the options for the starting the SLA from various events on the table selected. For example if an instant priority is changed to one like and a parity one SLA is attached at the time so retract the start means that i select counts from the accounts from when the instance was first created rather than from when the instance priority change. If retractable start is cleared the SLS starts on the date and time that it was attached to the incident.

Question 64: What are the conditions are included in SLA definition record?

Answer: There are four types of conditions in a cell definition one is start condition second one pause condition part one stop condition finally reset condition.

Question 65: Difference between SLA, OLA and UC?

Answer: SLM is service level agreement an agreement is between its service provider and ID customers it will defines key service targeted and responsibility of both parties. And if you're coming to operation level agreement it's called YLE this agreement is between ID service provider and another part of same organization that assist within the provision of service a facility department that maintaining the network network team supports the network services. And finally coming to last one underpinning contract so a contract between an ID service provider and external third party vendor covering delivery of services that supports its organization in its delivery of services.

Question 66: Difference between response and resolution in SLA?

Answer: In response delay is calculated from the time that instant is created and assigned to a group till it is assigned to someone from the group. Resolution actually is calculated from the time the instant is created till the time the instant is resolved.

Question 67: Can SLA actually have different workflows?

Answer: Yes it can have different workflows as per the client requirement we can attach it.

Question 68: Use of reset condition?

Answer: Define the conditions under which the running asset is completed and a new SLA is attached for a new SLA to be attached the store condition must be matched when the start condition meet then the SLA definition record will be attached to that respective incident ticket.

Question 69: Difference between simple and default SLA condition rules?

Answer: In this case SLA based on the default condition type so did not announce even through the start condition i'll meet like a match this is the because if the record is assigned to the someone while creating the offer saving the record state changes from duty in progress this is out of the box behavior of the system. So if condition type is default then only some other conditions should match stop and cancel conditions should not match the however in this case stop condition also matched and no action is processed for default based accelerated version default doesn't find in this case both SLA default and simple are attached at the same time due to the condition and rules fulfilled by both the cellular definitions.

Question 70: What is import set?

Answer: Import set is an application within ServiceNow platform that is used to import bulk data into ServiceNow tables from various external and data sources and then map to that data into the service now table.

Question 71: What is transform map?

Answer: Import stats is an application within the service now used to import the data and I think it's given the wrong or like um answer transform up is the staging area there we can map the source and target tables and fields and columns and if you don't want to insert any duplicate records that moment you will be able to create columns so in this case we have to get the columns so transform up is spacing area then we can matches the columns from the staging table to the columns the target table every import operation requires at least one transform.

Question 72: Importance of auto map matching fields?

Answer: So when you click the auto map matching fields rated link for a service now that to attempt to match the staging table columns to the target table based on the column name the auto mapped field appears in the field when you click on that auto mapping merchant sheets.

Question 73: What is callus and importance? [Implied: Coalesce]

Answer: Psychology option allows you to update existing target table record so when the transforming import data is the feature of the field that is used in transfer map field mapping and enables you to use the field as a unique key if your match is using the colors field and get detected the existing record will be updated with the information being imported if your match is not phone then new record will be inserted into the database.

Question 74: Can we create the multiple field colors? [Implied: Coalesce]

Answer: Yes we can create multiple failed colors also depends on the country where depends on the requirement when you don't want allow and start the duplicate request to begin data.

Question 75: Use of conditional plus script and updates only?

Answer: So to only update the record where the match is found and skip records where a match is not formed specify a college field and add the following scripts as on before skip to the transform map so on before it is a script event just we have to write a two lines of skipping if if action equal to equal to inside then i want ignore equal to two i don't want to insert the record so while updating the tickets.

Question 76: How to improve the important performance with the colors index feature? [Implied: Coalesce]

Answer: Best practice for import slide performance strongly reminded that use uses of indexing fields as cholesterol fields in an import a collagen on a field or certain field that means the field will be used as a unit key if a match found using the callus field 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 in any table if the index are missing it can be lead to poor performance issues especially if a large amount of data processing is involved.

Question 77: What if the course field are already indexed? [Implied: Coalesce]

Answer: If at least one of the field is fixed and no additional indexes are required that moment you will be notified with indexing already existing the field are already indexed.

Question 78: Can we import the data periodically into the target table as we can import the data based on the schedule time?

Answer: And that will be import periodically it happen automatically based on your schedule time.

Question 79: Import set data sources ServiceNow can supporting these all the data sources?

Answer: CSV file excel xml jdbc http or ftp files.

Question 80: Can we schedule multiple import same time?

Answer: Do not schedule a multiple import at the same time so when multiple schedules are running the same time that running multiple imports concurrently may negatively impact on the performance that may be cause of instance outage right that case don't get you multiple importance in single time.

Question 81: Types of transform map event scripts?

Answer: So on start there are several types of transform script events on start on after on before on choice create on complete on foreign insight and on project here they're asking so many questions the difference between on start and on before difference between on complete and unrestrict so just you can go through uh this documentation and prepare well.