Interview Help!! ITOM

[SandeepKSingh]

Hi All,

Yesterday I appeared in an Interview asking the below ITOM scenario. I don't recall Exactly.. but I framed some how :-

Scenario (Question):
Your custom ITOM Operations Workspace has a “Active Alerts” page that loads in ~8–10s. The page has:

• A List of alerts (now-record-list) filtered by assignment group

• A Record Form of the selected alert

• Two Cards showing aggregates (Open by Severity, Open by CI)
  Symptoms: Network shows multiple duplicate data calls; list selection lags; sometimes form fields show stale values after update.

Ask: Diagnose the root causes and give a step-by-step fix to bring TTI < 2s without losing functionality.

Do help in these type of Scenarios

[Bhuvan]

@SandeepKSingh 

Try reading below article that explains in detail potential causes for slow loading pages and how to mitigate it in ServiceNow. This is applicable to custom workspaces as well and some of the common problems are inefficient scripts to bring the list data, excessive client or server-side scripting, semaphore & network bottlenecks.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1640661

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[SandeepKSingh]

This Article is irreverent to the requirement

[Ravi Gaurav · Accepted solution]

Hi @SandeepKSingh 
----------------

Root causes may be because of the following reason :

Each widget uses its own Data Resource (Table API / Glide) with no cache policy, causing duplicate fetches.

Record Watcher events trigger full page re-queries.

Aggregate cards use expensive Table API queries instead of Aggregate API.

Use the below :

• Consolidate queries: Use one Data Broker with cache policy = page; bind list/form via Client State Params.

• Scope Record Watcher: Watch only selected record; refresh form only on change.

• Use Aggregate API: Server-side aggregation for KPI cards.

• Minimize fields: Limit columns/sections; lazy-load related lists in tabs.

• Enable controls: Enforce ACLs, disable auto-refresh on focus.

[SandeepKSingh]

Awesome Thanks for your Approach