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ServiceNOW : How to get personal ServiceNOW instance to start exploring
ServiceNOW : List & Forms Administration
ServiceNOW : Reporting Module
ServiceNOW : Scheduling and Publishing Reports
ServiceNOW : Scripts & APIs
ServiceNOW : Workflows
ServiceNOW : Service Catalog Module
ServiceNOW : Incident Management
ServiceNOW : Change Management
ServiceNOW : Configuration Management
ServiceNOW: Business Rules & basic functions
ServiceNOW: Business Rule- Sample Scripts
ServiceNOW: Client Script-Sample Scripts
ServiceNOW : Knowledge Management
ServiceNOW: Client Script & basic functions
ServiceNOW : Changes in Incident,Change & Service Catalog Module in Helsinki(latest version of ServiceNOW)
ServiceNOW : Reference Qualifier

ServiceNOW Interview Questions and Answers

Part 1 : CMDB
Part 3: SLA
Part 4 : Scripts
Part 5: Table & Data Dictionary
Part 6: ACL
Part 7: Workflow
Part 8: Service Catalog

ServiceNOW : Changes in Incident,Change & Service Catalog Module in Helsinki(latest version of ServiceNOW)

Incident Management
An incident state model that matches best practices. It provides the following incident states by default:

  • New
  • In Progress
  • On Hold
  • Resolved
  • Closed
  • Canceled

On Hold state has the following reasons associated with it:

  • Awaiting Caller
  • Awaiting Evidence
  • Awaiting Problem Resolution
  • Awaiting Vendor


  • Closed or cancelled incidents cannot be reopened. However, a resolved incident can be reopened with a different incident number.
  • Incident notification email templates are updated with improved formatting.
  • The Impact field was removed from the Create Incident record producer. The Impact field was removed because it is not best practice to ask self-service users to determine the impact of an incident. Instead, self-service users can specify the urgency of an incident in the Urgency field.
  • The default list view of an incident, except a closed one, has been updated to the following order:
    • Number
    • Opened
    • Short Description
    • Caller
    • Priority
    • State
    • Category
    • Assignment Group
    • Assignee
    • Updated
    • Updated by

Change Management

Mass updates to CIs To enable mass updates to a set of CIs for a specific class, activate the Change Management – Mass Update CI plugin (com.snc.change_management.mass_update_ci).

Warning: Before you activate the Change Management – Mass Update CI plugin, make sure the Change Management State Model is already activated. If not, the existing state model and change types are replaced, which can have severe consequences.The Change Management – Mass Update CI plugin is not activated by default for new or upgraded instances.


  • If the Change Management – Mass Update CI plugin is activated, the Bulk CI Update, CI Class, and Proposed Changes fields can be restricted to only Normal and Emergency changes under the current change types. Under the legacy change types, these fields can be restricted to only Comprehensive and Emergency change types.
    Note: These fields are unavailable for the current Standard change type and the legacy Routine change type.
  • Conflict detection can be manually cancelled from the change request.

Service Catalog

Multi-catalog management Catalog ownership has been implemented using the catalog_admin and catalog_editor roles. The catalog administrator defines managers and editors. Diagnostic and debugging utilities, A diagnostic related link has been added to catalog items to show the health of the item. Debugging of catalog UI policies has also been added. Additional REST and scoped APIs: Additional Service Catalog APIs have been added for debugging. REST responses can be monitored for troubleshooting.


  • Order guide enhancements: Support for mapping order guide variables with items has been added. The two-step checkout process has been improved to order only items added by the order guide. A three-step order guide checkout process has also been added.
  • Shopping cart improvements: The shopping cart has been enhanced to include a single consolidated order button instead of multiple order button options.
  • Variable improvements: Support for a reference qualifier has been added to the List Collector variable to limit records. Support for glide list UI has also been added to the List Collector variable.

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