ServiceNow 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.
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.
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.
Ques 4. What is a UI Policy in ServiceNow?
A UI Policy dynamically changes the form layout or enforces mandatory field conditions.
Ques 5. What is a Business Service in ServiceNow?
A Business Service represents a real-world business service or product.
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.
Ques 7. Explain the concept of ACL (Access Control List) in ServiceNow.
ACLs control user access to records and fields in ServiceNow.
Ques 8. How do you create a Business Rule in ServiceNow?
Navigate to System Definition > Business Rules and define a new Business Rule.
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.
Ques 10. What is the role of the ServiceNow Knowledge Base?
The Knowledge Base is used to capture and share information within an organization.
Ques 11. How do you create a Scheduled Job in ServiceNow?
Navigate to System Definition > Scheduled Jobs and define a new Scheduled Job.
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.
Ques 13. Explain the use of ServiceNow Service Mapping.
Service Mapping discovers and maps business services and their dependencies.
Intermediate / 1 to 5 years experienced level questions & answers
Ques 14. Explain the ServiceNow Service Management Lifecycle.
It includes Request, Approve, Fulfill, and Verify.
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.
Ques 16. What is an SLA in ServiceNow?
SLA (Service Level Agreement) defines the level of service a customer can expect from a provider.
Ques 17. How do you integrate ServiceNow with other systems?
ServiceNow provides various integration methods, including REST, SOAP, and MID Server.
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.
Ques 19. What is a Service Catalog in ServiceNow?
A Service Catalog is a self-service portal that allows users to request IT services.
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.
Ques 21. What is ServiceNow Orchestration?
ServiceNow Orchestration allows the automation of processes across different systems and tools.
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.
Ques 23. What is the purpose of the ServiceNow Update Set?
Update Sets are used to capture and move customization between instances.
Ques 24. How do you create a new Business Service in ServiceNow?
Navigate to Service Portfolio > Business Services and define a new Business Service.
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.
Experienced / Expert level questions & answers
Ques 26. Explain GlideAjax in ServiceNow.
GlideAjax is used for asynchronous server-side calls in client-side scripts.
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.
Ques 28. How do you create a new Script Include in ServiceNow?
Navigate to System Definition > Script Includes and define a new Script Include.
Ques 29. What is the purpose of the ServiceNow CMDB Relationship?
CMDB Relationships define how CI (Configuration Item) records are related to each other.
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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