Interview Questions and Answers
Freshers / Beginner level questions & answers
Ques 1. What is ServiceNow?
ServiceNow is a cloud-based platform that provides service management software as a service.
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Ques 2. What is a record producer in ServiceNow?
A record producer is a type of catalog item that allows users to create task-based records from the service catalog.
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Ques 3. How do you create a new module in ServiceNow?
You can create a new module by navigating to System Definition > Tables and creating a new table.
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Ques 4. What is a UI Policy in ServiceNow?
A UI Policy dynamically changes the form layout or enforces mandatory field conditions.
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Ques 5. What is a Business Service in ServiceNow?
A Business Service represents a real-world business service or product.
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Ques 6. How do you create a new UI Page in ServiceNow?
You can create a new UI Page by navigating to System Definition > UI Pages and defining a new page.
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Ques 7. Explain the concept of ACL (Access Control List) in ServiceNow.
ACLs control user access to records and fields in ServiceNow.
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Ques 8. How do you create a Business Rule in ServiceNow?
Navigate to System Definition > Business Rules and define a new Business Rule.
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Ques 9. Explain the purpose of the CMDB (Configuration Management Database) in ServiceNow.
CMDB is a centralized repository that stores information about all IT assets and their relationships.
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Ques 10. What is the role of the ServiceNow Knowledge Base?
The Knowledge Base is used to capture and share information within an organization.
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Ques 11. How do you create a Scheduled Job in ServiceNow?
Navigate to System Definition > Scheduled Jobs and define a new Scheduled Job.
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Ques 12. Explain the difference between a Service Request and an Incident in ServiceNow.
A Service Request is a user request for information or advice, while an Incident is an unplanned interruption.
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Ques 13. Explain the use of ServiceNow Service Mapping.
Service Mapping discovers and maps business services and their dependencies.
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Intermediate / 1 to 5 years experienced level questions & answers
Ques 14. Explain the ServiceNow Service Management Lifecycle.
It includes Request, Approve, Fulfill, and Verify.
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Ques 15. Differentiate between a Business Rule and a Client Script.
Business Rules run on the server side, whereas Client Scripts run on the client side.
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Ques 16. What is an SLA in ServiceNow?
SLA (Service Level Agreement) defines the level of service a customer can expect from a provider.
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Ques 17. How do you integrate ServiceNow with other systems?
ServiceNow provides various integration methods, including REST, SOAP, and MID Server.
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Ques 18. Explain the difference between Incident and Problem in ITIL.
An Incident is an unplanned interruption, while a Problem is the underlying cause of one or more Incidents.
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Ques 19. What is a Service Catalog in ServiceNow?
A Service Catalog is a self-service portal that allows users to request IT services.
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Ques 20. What is the purpose of the ServiceNow MID Server?
The MID Server allows ServiceNow to communicate with external systems that are not accessible over the internet.
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Ques 21. What is ServiceNow Orchestration?
ServiceNow Orchestration allows the automation of processes across different systems and tools.
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Ques 22. Explain the concept of Domain Separation in ServiceNow.
Domain Separation allows the division of data and processes into separate domains within a single instance.
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Ques 23. What is the purpose of the ServiceNow Update Set?
Update Sets are used to capture and move customization between instances.
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Ques 24. How do you create a new Business Service in ServiceNow?
Navigate to Service Portfolio > Business Services and define a new Business Service.
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Ques 25. How do you create a ServiceNow Business Rule Script?
Navigate to System Definition > Business Rules and define a new Business Rule with the appropriate script.
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Experienced / Expert level questions & answers
Ques 26. Explain GlideAjax in ServiceNow.
GlideAjax is used for asynchronous server-side calls in client-side scripts.
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Ques 27. How do you troubleshoot a performance issue in ServiceNow?
You can use tools like Performance Analytics, logs, and MID Server logs to troubleshoot performance issues.
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Ques 28. How do you create a new Script Include in ServiceNow?
Navigate to System Definition > Script Includes and define a new Script Include.
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Ques 29. What is the purpose of the ServiceNow CMDB Relationship?
CMDB Relationships define how CI (Configuration Item) records are related to each other.
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Ques 30. What is the purpose of the ServiceNow Event Management?
Event Management identifies and prioritizes events to provide meaningful alerts and automate remediation.
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