List layouts control which columns appear on table views and in what order. This guide shows you how to modify them properly so everyone sees the data they need without breaking personal customizations.
Why default list layouts frustrate users
Out-of-the-box ServiceNow list views show generic columns that make sense to nobody. Users see sys_id fields instead of meaningful names, missing priority or state columns on critical tables, and too many columns that make horizontal scrolling inevitable. Every user ends up personalizing their view, but that creates inconsistency when they're sharing screen views or training new team members. The people who maintain ServiceNow instances — platform admins — need a way to set sensible defaults without overriding useful personal customizations.
How list configuration works
ServiceNow has two separate systems: List Layout controls the default columns that everyone sees, while List Personalization stores individual user preferences on top of that default. When you right-click a column header, Configure > List Layout makes admin-level changes that affect all users, while Configure > List Personalization only changes your view. The smart approach is to set up a good default layout with essential columns in logical order, then let users personalize from there. You can also create named views for specific use cases instead of forcing one layout on everyone.
Building views that scale
A basic list layout gets the right columns visible and ordered logically. Production-quality layouts consider different user personas — what incident managers need versus technicians, or what approvers need versus requesters. You'll create role-specific named views, set appropriate default sorting, and use list controls like filters and context menus. The key insight is that different roles working with the same table need to see different data, and named views solve that better than trying to make one perfect default layout.
Before you start
- •personalize_list role or higher
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Step by step
Navigate to your target table
Go to the table list you want to modify — for example, All > Incident > All for incidents, or All > Change > All for changes. You need the actual list view open, not a form or report. The list layout configuration only works from list views.
Access the list layout configuration
Right-click any column header and select Configure > List Layout. This opens the admin-level configuration that affects all users. If you only see 'List Personalization', your role lacks the necessary permissions to modify default layouts.
List Layout changes everyone's view — List Personalization only changes yours.
Choose your target view
In the View field, select 'Default view' to modify what everyone sees initially, or pick a named view if you're working with a specific user scenario. Most tables start with just a default view. The Table field shows your current table and shouldn't be changed unless you're copying a layout.
Add columns to the layout
In the Available list on the left, find columns you want to display and move them to the Selected list on the right using the arrow buttons. Focus on columns users actually need — display values over sys_ids, business-critical fields like state and priority, and identifying information like short_description or name.
Set column order and labels
Use the up/down arrows in the Selected list to arrange columns logically — identifiers first, status fields next, then details. Double-click any column in the Selected list to change its List Label if the default field label doesn't work well in a narrow column.
Configure list behavior
Set List Order to specify default sorting — usually 'Number DESC' for numbered records or 'Opened DESC' for time-based data. Check List Edit if users should be able to double-click cells to edit values directly in the list. Save your configuration.
Best practices
Include a meaningful identifier column first — users need to reference specific records in conversations and emails.
Always add state/status columns early in the order — people scan lists to find records in specific states.
Limit default layouts to 6-8 columns maximum — horizontal scrolling kills productivity and users will just personalize anyway.
Use named views for role-specific needs rather than cramming every possible column into the default view.
Set List Order to something recent-first for active queues — 'Number DESC' or 'Opened DESC' — so new items appear at the top.
Test Your Knowledge
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A list view on a table with millions of records is slow. Best fix?
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