Question: 1

What is the purpose of a transform map in ServiceNow?

A. To display data in a report
B. To control access to tables
C. To map data from import sets to target tables
D. To manage user roles

✅ Answer: C. To map data from import sets to target tables
📘 Explanation: A transform map in ServiceNow is used during data import to define relationships between fields in an import set and fields in a target table.

Question: 2

Which module in ServiceNow allows you to define custom applications?

A. System UI
B. Application Picker
C. Studio
D. Update Sets

✅ Answer: C. Studio
📘 Explanation: Studio is ServiceNow’s integrated development environment (IDE) for creating and managing custom applications.

Question: 3

What does a dictionary override allow you to do?

A. Change the appearance of forms
B. Override the default table
C. Override a field’s default settings in extended tables
D. Modify a role’s access level

✅ Answer: C. Override a field’s default settings in extended tables
📘 Explanation: Dictionary overrides allow developers to change properties like default value, read-only status, etc., of fields in extended tables.

Question: 4

Which of the following allows users to create filters and breadcrumbs to refine data in lists?

A. UI Policies
B. List Controls
C. Condition Builder
D. Filter Navigator

✅ Answer: C. Condition Builder
📘 Explanation: The Condition Builder is used to create conditions and filters for refining list views and reports.

Question: 5

What is the purpose of an update set?

A. To log user activity
B. To upgrade ServiceNow instances
C. To package customizations for movement between instances
D. To manage user access

✅ Answer: C. To package customizations for movement between instances
📘 Explanation: Update sets track customizations (like changes to forms, scripts, workflows) and allow you to move them between different ServiceNow instances.

Question: 6

Which table is considered the base table for all other tables in ServiceNow?

A. cmdb_ci
B. task
C. sys_db_object
D. sys_user

✅ Answer: B. task
📘 Explanation: The task table is one of the most commonly extended tables in ServiceNow and serves as the base for incident, problem, change, etc.

Question: 7

What does the “Configuration Management Database (CMDB)” store?

A. Server logs
B. CI records and their relationships
C. User credentials
D. Form layouts

✅ Answer: B. CI records and their relationships
📘 Explanation: The CMDB stores information about Configuration Items (CIs) and their relationships, which helps organizations manage IT assets and dependencies.

Question: 8

Which role is required to delete records from a table?

A. itil
B. admin
C. user_admin
D. developer

✅ Answer: B. admin
📘 Explanation: Only users with the admin role have full access to manage records, including deletions across most tables.

Question: 9

What is a business rule in ServiceNow?

A. A report generator
B. A real-time validation tool
C. A server-side script that executes when records are inserted, updated, or deleted
D. A UI decorator

✅ Answer: C. A server-side script that executes when records are inserted, updated, or deleted
📘 Explanation: Business rules run on the server and allow developers to automate tasks based on database operations.

Question: 10

Which module helps identify configuration issues and provides best practice recommendations?

A. Service Catalog
B. CMDB Health Dashboard
C. Script Includes
D. Performance Analytics

✅ Answer: B. CMDB Health Dashboard
📘 Explanation: The CMDB Health Dashboard helps track completeness, correctness, and compliance of CI data in the CMDB.

Question: 11

What is the purpose of ServiceNow’s “Service Catalog”?

A. To manage service-level agreements (SLAs)
B. To manage incidents and requests
C. To provide a central location for users to request IT services and products
D. To define business rules for workflows

✅ Answer: C. To provide a central location for users to request IT services and products
📘 Explanation: The Service Catalog provides a central place for end users to order IT services, hardware, software, and other items available within the organization.

Question: 12

Which of the following best describes a “Record Producer”?

A. A template for generating Service Requests
B. A business rule that generates tickets
C. A UI element used to produce reports
D. A user interface used to create records like incidents or requests

✅ Answer: D. A user interface used to create records like incidents or requests
📘 Explanation: A Record Producer is a ServiceNow form that users can use to create records like incidents, service requests, etc., directly from the Service Catalog

Question: 13

What is the function of a “UI Action”?

A. To modify the form view
B. To trigger actions based on user interaction with forms or lists
C. To automatically assign roles to users
D. To create a workflow process

✅ Answer: B. To trigger actions based on user interaction with forms or lists
📘 Explanation: UI Actions are used to create buttons, links, or context menu items that trigger actions on a form or list, like saving a record or executing a script.

Question: 14

What role is required to manage business rules in ServiceNow?

A. admin
B. itil
C. script_admin
D. catalog_admin

✅ Answer: A. admin
📘 Explanation: The admin role is required to manage business rules in ServiceNow, as it allows full control over system configurations.

Question: 15

Which type of relationship can be used to map dependencies between CIs (Configuration Items) in the CMDB?

A. Foreign Key
B. Relationship Types
C. UI Policies
D. Scheduled Jobs

✅ Answer: B. Relationship Types
📘 Explanation: In ServiceNow, Relationship Types are used in the CMDB to define how CIs are related, such as “depends on,” “supports,” etc.

Question: 16

Which module would you use to track and manage user requests and incidents in ServiceNow?

A. Change Management
B. Incident Management
C. Problem Management
D. Service Catalog

✅ Answer: B. Incident Management
📘 Explanation: Incident Management is used to handle user-reported issues, track their progress, and resolve them in a timely manner.

Question: 17

In ServiceNow, which type of record is typically used to track information about a user or customer?

A. Incident
B. Change
C. User
D. CI (Configuration Item)

✅ Answer: C. User
📘 Explanation: The User record in ServiceNow is used to store information about a person who interacts with the platform, such as an employee or customer.

Question: 18

Which of the following is NOT a valid ServiceNow “table type”?

A. Base Table
B. Extended Table
C. Dictionary Table
D. Child Table

✅ Answer: C. Dictionary Table
📘 Explanation: There are Base and Extended tables, but a Dictionary Table is not a table type—it’s a term used to refer to the ServiceNow schema dictionary that defines the structure of tables.

Question: 19

What feature in ServiceNow helps ensure that all IT services meet established standards and regulatory compliance?

A. Incident Management
B. CMDB Health Dashboard
C. Performance Analytics
D. Change Management

✅ Answer: B. CMDB Health Dashboard
📘 Explanation: The CMDB Health Dashboard helps to monitor the status and health of the CMDB, ensuring that Configuration Items (CIs) are up-to-date and compliant with standards.

Question: 20

Which feature in ServiceNow is used to define and enforce user access to specific modules, tables, or fields?

A. Data Policies
B. Access Control Rules
C. UI Policies
D. Workflows

✅ Answer: B. Access Control Rules
📘 Explanation: Access Control Rules (ACLs) control who can access specific records, fields, or actions in ServiceNow based on roles, user criteria, or other factors.

Question: 21

Which ServiceNow component enables automation of repeatable business processes?

A. Business Rules
B. Workflows
C. Scheduled Jobs
D. Service Catalog

✅ Answer: B. Workflows
📘 Explanation: Workflows in ServiceNow automate business processes by orchestrating actions across multiple users and tasks based on triggers and conditions.

Question: 22

Which of the following is the default user interface in ServiceNow?

A. UI10
B. UI11
C. Next Experience
D. Classic UI

✅ Answer: C. Next Experience
📘 Explanation: The Next Experience UI is the modern and default interface in ServiceNow, designed for better user experience and accessibility.

Question: 23

Which tool in ServiceNow provides an overview of key performance indicators (KPIs) for business services?

A. Service Catalog
B. Performance Analytics
C. Incident Management
D. Business Rules

✅ Answer: B. Performance Analytics
📘 Explanation: Performance Analytics provides real-time visibility into KPIs, metrics, and trends for ServiceNow processes, enabling data-driven decisions.

Question: 24

Which table is used to store records related to “Tasks” in ServiceNow?

A. task
B. sys_task
C. sys_db_object
D. task_record

✅ Answer: A. task
📘 Explanation: The task table is the core table in ServiceNow used to store task-related records, including incidents, changes, and service requests.

Question: 25

What type of record should be used to define the roles and permissions for users in ServiceNow?

A. User Record
B. Role Record
C. Access Control Record
D. Security Record

✅ Answer: B. Role Record
📘 Explanation: Roles define a user’s permissions within ServiceNow, such as access to specific modules or the ability to perform certain actions.