ServiceNow Interview Questions & Answers


Hi buddies,
I’m back with some interview questions and answers on ServiceNow, a popular business automation technology, and some interview advice. So, how about we get started?

To begin, I’d want to give you a quick overview of ServiceNow and how to ace ServiceNow interviews.

ServiceNow is a software firm established in the United States that provides a cloud-based platform for organizations to implement their business workflows. ServiceNow automates the whole organizational process and ensures clients get a consistent experience. It serves as a comprehensive development environment in which we can create, test, and deploy apps that provide automated processes for problems like business management, crisis intervention, and customer service.

Fred Luddy created ServiceNow in 2003 under the name Glidesoft Inc. It entered the ITSM (Information Technology Service Management) area and competed with established players such as HP and IBM. Even though ITSM is still a significant component of ServiceNow’s business, it is no longer its only focus. IT, HR Service Delivery, Security, Customer Service, and Business Applications are now among its five critical services. ServiceNow is a complete cloud solution that brings all of these services together in one place. ServiceNow also provides valuable information that helps employees increase their productivity.

As ServiceNow becomes more widely adopted in the IT industry, there are several possibilities for ServiceNow Administrators and Developers. I’ve compiled a list of commonly asked questions based on interviews with Cognizant, Accenture, Amazon, and other multinational corporations. To help you comprehend the complexity of each subject, there are queries for every category of ServiceNow professionals. Analyze and master ServiceNow IQAs to ace your following interview.

Preparing for a ServiceNow Interview

The following are some pointers to bear in mind as you prepare for your ServiceNow interview:

• Respond with clarity and confidence: Make sure that anything you say throughout the interview is direct. Also, communicate your facts confidently to impress the interviewer with your positive attitude.

• Be open and honest about your knowledge and experience: Be upfront and honest about any information you have or explain any items on your CV during the interview. Accept it or claim that you haven’t worked on it previously if you don’t comprehend a concept. However, you can state categorically that you would welcome the privilege of working on any topic that you are unfamiliar with or have not previously worked on.

• Try to provide detailed answers: the interviewer may ask a few one-liner questions. However, you must ensure that he understands that you are an expert on a specific topic to which he is seeking solutions. Because you know a lot about several areas, the interviewer should be able to judge you. But, bearing the time constraint in mind, don’t be overly specific.

• Highlight your multi-talents: In addition to ServiceNow, include any other relevant information or skills you’ve acquired in the past. This convinces the recruiter that you are an excellent candidate to employ since your multi-skills will put you ahead of the competition.

• Be energetic: You must constantly be active throughout the interview. The interviewer should get the impression that you are full of energy and eager to take on any task. Throughout the interview, you must have a pleasant attitude.

• Give some real-life examples: When presenting your comments, try to use some real-life instances. This demonstrates to the recruiter that you are well-versed in a specific topic.

Acing ServiceNow Interview:

The following are some of the most effective techniques to prepare for a ServiceNow interview:

• Use your connections: Check with anyone in your alumni network to see if they can assist you with knowledge of ServiceNow and advice on the interview process.

• Do your homework: Investigate Company’s work culture, active initiatives, and corporate goals, among other things.

• A man becomes flawless via practice: Conducting your homework and responsive planning are critical because the job openings are pretty competitive.

Now, let’s begin with the most often posed ServiceNow Interview questions and the best potential replies.

1. What is ServiceNow, and how does it work?

ServiceNow is a cloud-based ITSM (IT Service Management) application that combines business management, operations, and IT services into a single system. The ServiceNow ecosystem contains all elements linked to the organization’s IT services. You can get a complete picture of the programs and infrastructure available. This allows you to regulate resource allocation better and develop a more efficient process flow.

HR, security, business applications, customer care, and IT (Information Technology) services are all provided by ServiceNow. It is regarded as a unified cloud solution in which we may get all these services in one location.

2. In ServiceNow, what do you mean by “Application”?

An application is a collection of modules that deliver connected data. A change application, for example, gives information on the change process. It includes modules such as create change tickets, view change tickets, etc.

3. What is the full form of CMDB, and what does it stand for?

CMDB is the abbreviation for Configuration Management Database. A repository is a CMDB. For information technology installations, it serves as a data warehouse. It stores information on a group of IT assets and descriptive relationships between them.

4. List all of ServiceNow’s products?

ServiceNow provides a variety of tools tailored to a single user’s needs.

  • Business Management Applications.
  • HR management.
  • Custom Service Management.
  • IT Service Automation Application.

5. What do ServiceNow’s record matching and data lookup functionalities mean to you?

Instead of creating scripts, we may use the record matching and data lookup functionalities to set a field value depending on the given criteria.

6. Describe how to enable or disable an application in ServiceNow?

To activate or deactivate an application in ServiceNow, follow the steps below:

To get started, go to the “Application Menus” module.

Launch the application that needs to be activated or deactivated.

To enable the application, change the active value to “true.” Change the active value to “false” to disable the program.

7. Define CMDB Baseline, and how does it work?

After a Baseline has been produced, CMDB baselines allow us to understand and regulate the modifications implemented to a configuration item (CI). The baseline is a CI snapshot.

8. Define LDAP Integration and how does it work?

The LDAP acronym stands for Lightweight Directory Access Protocol. It may be used to populate user data and authenticate users. ServiceNow interfaces with the LDAP directory to automate the creation of users, give them roles and optimize the user log-in procedure.

9. Define LDAP Integration and how does it work?

The LDAP acronym stands for Lightweight Directory Access Protocol. It may be used to populate user data and authenticate users. ServiceNow interfaces with the LDAP directory to automate the creation of users, give them roles and optimize the user log-in procedure.

10. Explain what a “business rule” is?

Server-side scripting is the business rule. It runs when a record is inserted, changed, removed, displayed, or queried. The most important thing to remember when establishing a business rule is when and how it should be executed. When an action is completed, you may use the business rule ‘on display,’ ‘on before,’ or ‘on after.’

11. Is it feasible to invoke a business rule using a client script?

Yes. Using glide ajax, we can invoke a business rule from a client script.

12. What does ServiceNow mean by Coalesce?

Coalesce is a field characteristic that is utilized in transform map field mapping. You may use it as a unique identifier when you coalesce on a field. When a similarity with the coalesce field is discovered, the current record will be modified with the imported data. If you cannot locate a match, a new record will be inserted into the database.

13. Define view?

The view determines how fields on a form or list are organized. We may design various views for the same form based on the user’s preferences or requirements.

14. Define ACL?

An access control list (ACL) in ServiceNow determines what data users have access to and how they may access it.

15. In ServiceNow, what is domain separation?

Domain separation is an effective ServiceNow technique. It aids in the division of data into logically defined areas. It also allows for administration to be separated.

For instance, Joseph is the Chairman of two firms, and he uses a single instance of ServiceNow for both. He does not want users from one firm to be able to see data from another. To keep the data from both firms separate, you’ll need to employ domain separation.

16. What exactly do you mean by Dictionary Override?

An extended table or field is differentiated from its parent table’s area via a dictionary override. For a better understanding, consider the following example:

For example, we may alter the default value on the incident table without modifying the value on the change or task table field by using a dictionary override for a task table field. The significant advantage of the dictionary overrides this.

17. What does it mean to impersonate a user? What is the benefit of it?

Giving the administrator access to what the genuine user would have access to is known as impersonating a user. This will feature the same modules and menus as the previous version. When a user impersonates another user, ServiceNow captures all of the administrator’s activity. This ServiceNow functionality is handy for testing. For instance, if you want to see whether or not a user can access the change form. You have permission to impersonate that user and undertake testing without logging out of your session and logging back in using that user’s credentials.

18. Which is the incident, change, or problem’s parent table?

Task Table.

19. What do UI policies entail?

UI policies govern custom task process flows and dynamically update information on a form. Client scripts can be replaced with UI policies. Mandatory fields, which are read-only and displayed on a form, maybe defined using UI policies. You may also use UI policy to dynamically change a field on a form.

20. Make a list of recommended practices to follow when utilizing ServiceNow?

Here are some best practices to keep in mind while utilizing ServiceNow:

• Collaborative workplaces should take the role of spreadsheets and email.

• Every business procedure in your company should be automated.

• ServiceNow makes it simple to create a contemporary work environment.

• To speed service delivery, you should attempt to improve, structure, and automate the workflow.|

21. In ServiceNow, what is a data policy?

Data policies in ServiceNow are pretty comparable to UI policies. By giving read-only characteristics to all fields, Data Policies make it easier for a developer to implement online data policies.

The following are some critical distinctions between data policy and user interface policy:

• Only data input on a form using a standard browser is covered by the UI policy. On the other hand, data policies might apply rules to any input fed into the system.

• Data Policies, unlike UI Policies, run on the server.

• Developers cannot apply scripts to Data Policies because UI Policy logic only applies to data input in a form.

22. In ServiceNow, what is a transform map?

In ServiceNow, a transform map is a field map set that governs the connection between the shown fields in the import set table and the existing fields in the destination table, such as “detectHand”:false or “detectHand”:false.

After creating the transform map, you may use it to map data from another import set to the same table.
An administrator can use a transform map to specify the end destinations for data loaded into tables. This will make establishing connectivity between the source fields of the import set table and the destination fields of the target table easier.
Transform mapping allows you to map source and destination fields arbitrarily.

23. What is the role of a record producer?

Users can construct task-based records from the service catalog using a record producer, which is a form of the catalog item. A record producer, for example, can be used to generate a change or problem record. Through the service catalog, record producers offer an option for making albums.

24. What is the definition of a client script?

Client scripts reside on the client-side (the browser) and are only used by the client. The following are the different kinds of client scripts:
• OnLoad()
• OnSubmit()
• OnChange()
• OncellEdit)

25. How many different sorts of search options does ServiceNow provide?

In ServiceNow, there are five different sorts of search options:

• To locate records in a list, use lists.

• Global Text Search: You may find records in many task tables from a single search field.

• Knowledgebase: Assists in the discovery of knowledge articles.

• Filter the objects in the application navigator with the navigation filter.

• Search scenes: This is a unique module that only administrators may develop.

26. How can a client script cancel a form submission?

The onSubmit method should return false if you wish to cancel a form submission through the client script. To cancel a form submission using a client script, use the code below:

function onSubmit() { return false; }

27. In ServiceNow, what is the import set?

The import set tool is used to import data from several data sources, subsequently transformed into ServiceNow tables using transform maps. It acts as a staging area for imported data.

28. Define Gliderecord?

Gliderecord is a java class used for database operations rather than writing SQL queries.

29. What exactly do you mean when you say “foreign record insert”?

When an import changes a table that is not the intended table for that import, this is referred to as a foreign record insert. This occurs when a table’s reference field is updated.

30. What is HTML Sanitizer’s purpose?

HTML sanitizer cleans up a markup in HTML fields automatically. It aids in the removal of code and the prevention of security issues like cross-site scripting attacks.

That’s all for today. It is an honor for me to share my knowledge with you. For the time being, I’ll say goodbye for the day.
Have a wonderful day.



A Journey of Self Innovation through Upskilling. Come let’s travel along.