🧭 Understanding Lists and Forms in ServiceNow: A Complete Guide to Configuration

[Abhishek_Thakur]

When working with ServiceNow, Lists and Forms are the two primary interfaces through which users interact with data. Whether you’re managing incidents, requests, or custom tables, mastering how to configure Lists and Forms can make your instance more intuitive, user-friendly, and aligned with your organization’s processes.

In this article, we’ll explore what Lists and Forms are, why they’re essential, and how you can configure them effectively in ServiceNow.

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🔹 What Are Lists in ServiceNow?

A List in ServiceNow represents a set of records displayed from a table. For example, when you open the Incident module, you see a list of all incident records. Lists are not just data views — they are powerful tools that allow filtering, sorting, and editing records directly from the interface.

Key Features of Lists:

• Displays records in a tabular format.

• Supports powerful filters, breadcrumbs, and sorting options.

• Can be customized to show relevant fields for different users or roles.

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🔹 What Are Forms in ServiceNow?

A Form in ServiceNow is used to view or modify a single record from a table. Each record you open from a list will appear in a form layout. The form organizes fields logically, helping users capture and manage data efficiently.

Key Features of Forms:

• Displays individual record details.

• Supports UI Policies, Client Scripts, and Business Rules.

• Allows configuration through Form Designer or Form Layout & Form builder.

• Can include related lists for connected records (like Tasks, Attachments, or Notes).

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⚙️ How to Configure Lists in ServiceNow

Customizing a list layout helps tailor data visibility according to your needs.

Steps to configure a list layout:

1. Navigate to the list you want to configure (e.g., Incident > All).

2. Right-click on the list header and select Configure → List Layout.

3. Add or remove fields from the available options.

4. Reorder columns by dragging them up or down.

5. Click Save to apply your changes.

✅ Pro Tip: You can also use Personalize List Columns (gear icon) to create a user-specific view without changing the global layout.

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🧩 How to Configure Forms in ServiceNow

There are three main ways to configure forms in ServiceNow — Form Layout and Form Designer

Using Form Layout:

1. Open any record (e.g., an incident).

2. Right-click the header → Configure → Form Layout.

3. Move fields between the Available and Selected columns.

4. Save the layout to update the form.

Using Form Designer:

1. Right-click the header → Configure → Form Designer.

2. Drag and drop fields onto the form.

3. Organize sections and tabs for better usability.

4. Click Save when done.

✅ Pro Tip: Use Form Designer for a visual, drag-and-drop interface, especially when dealing with complex forms or multiple sections.

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🧠 Best Practices for Configuring Lists and Forms

• Keep layouts simple and consistent across tables.

• Display only relevant fields to reduce clutter.

• Use related lists to improve navigation between related records.

• Apply UI Policies and Client Scripts to enhance user experience.

• Regularly review configurations as processes evolve.

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🏁 Conclusion

Lists and Forms are the backbone of the ServiceNow user experience. Understanding how to configure them empowers administrators and developers to create a streamlined, efficient interface for end users.

By applying the right configurations, you can enhance data visibility, reduce complexity, and ensure users interact with the platform efficiently.

If you’re looking for a visual walkthrough, check out my latest YouTube video:
🎥 “Mastering Lists & Forms in ServiceNow | How to Configure Lists and Forms”