🚀 ServiceNow Interview Questions Grind

Q1: How many types of Access Controls do we have?

👉 Answer:
ServiceNow supports several types of Access Controls (ACLs):

1. 🔒 Record ACLs → Control access to tables and records.

2. 🖥️ UI Page ACLs → Control access to custom UI Pages.

3. ⚙️ Processor ACLs → Control access to server-side processors.

4. 📡 Client-callable Script Include ACLs → Control access to Script Includes that can be called from the client.

💡 Pro Tip: Always remember ACLs enforce who can do what (CRUD operations).

Q2: Can we have a template without a form for a table? (Record Producer)

👉 Answer:
✅ Yes.
We can create a Record Producer which acts as a template to create records in a table — even without exposing the actual form.

Q3: What is a Record Producer?

👉 Answer:
A Record Producer is a catalog item that allows users to create task-based records directly from the Service Catalog.

📌 Example:

• Create a Change record

• Create a Problem record

💡 Pro Tip: Record Producers make record creation simpler for end-users via user-friendly catalog forms.

Q4: What is the difference between a Record Producer and a Catalog Item?

👉 Answer:

• Catalog Item 🎫 → Creates a Request (REQ), which contains Requested Items (RITM) and related Tasks.

• Record Producer 📝 → Directly inserts a record into any table (e.g., Incident, Change, Problem).

📌 Interview Hint: Always highlight that Record Producer = direct record creation, while Catalog Item = Service Request process.

Q5: How can we write a Transform Map?

👉 Answer:
Transform Maps can be developed in two ways:

1. Direct Field Mapping → Map source fields directly to target table fields.

2. Scripting → Write scripts for complex transformations.

📌 Steps:

• Select the Target Table.

• Define the field mappings or script logic.

• Run the Transform to load/import the data.

Q6: Have you done any integrations with ServiceNow?

👉 Answer (Sample):
Yes ✅. I have worked on:

• Email Integration (inbound actions for automated ticket creation).

• REST Integration (consuming and exposing APIs for third-party tools).

Q7: Could you please explain about Email Integration?

👉 Answer:
Email integration in ServiceNow is typically achieved using Inbound Email Actions.

📌 Example (Orion system):

1. Orion sends alerts in a predefined email format.

2. ServiceNow receives the email.

3. Inbound Action script parses the email and creates an Incident ticket.

💡 Pro Tip: Inbound email actions are best used for automated ticket creation, updates, and notifications.