Are you preparing for ServiceNow interview? This guide covers a wide range of topics from the Configuration Management Database (CMDB) and Business Rules to Change Management and Client Scripts. These ServiceNow interview questions and answers covers fundamental concepts as well as advanced topics related to ServiceNow development and administration roles, equipping candidates with knowledge vital for interview success.
ServiceNow Interview Questions with Detailed Answers
- What is ServiceNow?
- Explain the Configuration Management Database (CMDB).
- What are Business Rules in ServiceNow?
- Describe the difference between UI Policies and Data Policies.
- What is a Record Producer?
- Explain the concept of Impersonation in ServiceNow.
- What is Change Management?
- Describe Client Scripts.
- What is an SLA (Service Level Agreement)?
- Explain Data Lookup and Record Matching features.
- What are ACLs (Access Control Lists)?
- Describe Import Sets in ServiceNow.
- What is Workflow in ServiceNow?
- Explain the concept of Domain Separation.
- What do you understand by Script Includes?
- Describe the purpose of Knowledge Management in ServiceNow.
- What types of reports can you create in ServiceNow?
- Explain what MID Server is used for.
- What is Order Guide in ServiceNow?
- How do you handle upgrades in ServiceNow?
- What is an Application in ServiceNow, and how is it structured?
- How does ServiceNow handle security at the field and record levels?
- What is a Scoped Application, and why is it important in ServiceNow?
- Explain the difference between Service Catalog and Self-Service Portal.
- What is an Update Set in ServiceNow? How is it used in the development process?
- How does ServiceNow support Integrations with third-party applications?
- What is an Event in ServiceNow, and how do you use it?
- Describe how ServiceNow manages Incidents and Problems.
- What is a Reference Qualifier in ServiceNow?
- Explain the concept of REST API and how it is used in ServiceNow.
- What is the use of Business Service Management (BSM) Map in ServiceNow?
- How can you automate tasks in ServiceNow?
- Describe the purpose of the Runbook Automation (RBA) in ServiceNow.
- What is the purpose of the Data Policy in ServiceNow?
- How do you create Notifications in ServiceNow?
- What is SLA Breach in ServiceNow, and how do you handle it?
- Describe the purpose of the Service Portal in ServiceNow.
- Explain the concept of Incident Priority in ServiceNow.
- How does ServiceNow support ITIL processes?
- What is Knowledge Base in ServiceNow, and how is it used?
1. What is ServiceNow?
Answer:
ServiceNow is a cloud-based IT Service Management (ITSM) platform that provides a single system of record for IT services, operations, and business management. It enables organizations to automate and streamline their workflows, enhancing efficiency and productivity.
The platform supports various applications, including incident management, change management, problem management, and service catalog management. By centralizing these processes, ServiceNow allows businesses to manage their IT services more effectively while providing a better user experience.
2. Explain the Configuration Management Database (CMDB).
Answer:
The Configuration Management Database (CMDB) is a repository that stores information about configuration items (CIs) in an IT environment. This includes details about the assets, their relationships, and dependencies. The CMDB helps organizations understand their IT infrastructure better, manage changes effectively, and assess the impact of incidents or changes on services. By maintaining an accurate CMDB, organizations can improve decision-making processes related to IT service management.
3. What are Business Rules in ServiceNow?
Answer:
Business Rules in ServiceNow are server-side scripts that execute whenever a record is inserted, updated, or deleted. They allow you to automate processes and enforce business logic without requiring user intervention. Business Rules can be categorized into three types: before rules (executed before data is committed to the database), after rules (executed after data is committed), and async rules (executed asynchronously after the main transaction). They are essential for maintaining data integrity and automating workflows.
4. Describe the difference between UI Policies and Data Policies.
Answer:
UI Policies are used to dynamically change the behavior of fields on a form based on certain conditions. They can make fields mandatory, read-only, or visible/invisible without requiring scripting. Data Policies, on the other hand, are similar but focus on enforcing data consistency across different forms and tables regardless of how data is entered (e.g., through APIs or import sets). While UI Policies operate on the client side, Data Policies work on both client-side and server-side.
5. What is a Record Producer?
Answer:
A Record Producer is a catalog item in ServiceNow that allows users to create task-based records from the Service Catalog. It provides an alternative way for users to submit requests or create records without navigating through multiple forms. For example, a Record Producer could be used to submit an incident or request access to a resource by filling out a simplified form that generates the appropriate record in the background.
6. Explain the concept of Impersonation in ServiceNow.
Answer:
Impersonation in ServiceNow allows an administrator to take on the role of another user temporarily. This feature is useful for testing permissions and access controls without needing to log out and log back in as that user. When impersonating another user, the administrator can see exactly what that user sees and can perform actions as if they were that user. This helps ensure that access controls are functioning correctly.
7. What is Change Management?
Answer:
Change Management in ServiceNow refers to the process of managing changes to IT services in a controlled manner. It involves assessing the impact of changes, obtaining approvals, coordinating implementation efforts, and reviewing changes after implementation to ensure they meet desired outcomes. The Change Management application helps organizations minimize disruptions caused by changes while ensuring that necessary changes are made efficiently.
8. Describe Client Scripts.
Answer: Client Scripts are JavaScript code snippets executed on the client side (in the user’s browser) in response to events on forms. There are four types of Client Scripts:
- OnLoad: Executes when a form loads.
- OnChange: Executes when a field value changes.
- OnSubmit: Executes when a form is submitted.
- OnCellEdit: Executes when a cell in a list is edited.
Client Scripts allow developers to enhance user experience by dynamically modifying form behavior based on user interactions.
9. What is an SLA (Service Level Agreement)?
Answer:
A Service Level Agreement (SLA) defines the expected level of service between service providers and customers. In ServiceNow, SLAs are used to track and manage service delivery commitments for incidents or requests. They specify response times, resolution times, and other performance metrics that must be met within defined time frames. SLAs help ensure accountability and transparency between service providers and users.
10. Explain Data Lookup and Record Matching features.
Answer:
Data Lookup and Record Matching features in ServiceNow enable administrators to set field values based on specific conditions without writing scripts. For example, when creating an incident record, you can use data lookup rules to automatically set priority based on urgency and impact values entered by users. This functionality simplifies data entry processes and ensures consistency across records.
11. What are ACLs (Access Control Lists)?
Answer:
Access Control Lists (ACLs) in ServiceNow define what data users can access and how they can access it. ACLs consist of rules that specify conditions under which users can read, write, create, or delete records in specific tables. By implementing ACLs effectively, organizations can enforce security policies and protect sensitive data from unauthorized access.
12. Describe Import Sets in ServiceNow.
Answer:
Import Sets are used in ServiceNow to import data from various external sources into ServiceNow tables through transform maps. An Import Set acts as a staging area where data is temporarily stored before being mapped to target tables for processing. This allows for data cleansing and transformation before it enters the main database structure.
13. What is Workflow in ServiceNow?
Answer:
Workflows in ServiceNow represent automated processes that define how tasks should be executed within an organization’s operations. Workflows consist of various activities such as approvals, notifications, task assignments, and more that guide records through predefined paths based on business logic. The Workflow Editor provides a visual interface for designing complex workflows tailored to specific business needs.
14. Explain the concept of Domain Separation.
Answer:
Domain Separation is a feature in ServiceNow that allows organizations to isolate data within different domains based on business needs or organizational structure. This ensures that users only have access to records relevant to their domain while preventing visibility into other domains’ data. Domain Separation is particularly useful for multi-tenancy environments where different clients or departments require distinct data management practices.
15. What do you understand by Script Includes?
Answer:
Script Includes are reusable server-side scripts that encapsulate JavaScript code for use across multiple scripts within ServiceNow applications. They allow developers to define functions once and call them from various locations such as Business Rules or Client Scripts without rewriting code each time. Script Includes promote code reusability and maintainability within applications.
16. Describe the purpose of Knowledge Management in ServiceNow.
Answer:
Knowledge Management in ServiceNow enables organizations to create, share, and manage knowledge articles effectively within their teams or with customers. It helps capture valuable information about incidents, solutions, best practices, and procedures which can be referenced later by support staff or end-users looking for self-service options. This reduces repetitive inquiries and enhances overall service delivery efficiency.
17. What types of reports can you create in ServiceNow?
Answer: ServiceNow offers various reporting capabilities including:
- List Reports: Display tabular data from any table.
- Chart Reports: Visual representations such as bar charts or pie charts.
- Pivot Tables: Summarize large datasets dynamically.
- Dashboards: Combine multiple reports into one view for monitoring key metrics.
These reporting tools help stakeholders analyze performance metrics effectively across different areas of service delivery.
18. Explain what MID Server is used for.
Answer:
The MID Server (Management Instrumentation Data Server) acts as a communication bridge between ServiceNow instances and external systems located behind firewalls or within private networks. It facilitates secure data transfer for discovery processes, integration with third-party applications, or executing orchestration tasks without exposing sensitive information directly over the internet.
19. What is Order Guide in ServiceNow?
Answer:
Order Guides provide users with a streamlined way to order multiple catalog items at once through a single interface instead of requesting each item separately. They allow administrators to define variables that apply across all items ordered together while simplifying complex ordering processes for end-users who require multiple services simultaneously.
20. How do you handle upgrades in ServiceNow?
Answer: Upgrading your instance of ServiceNow involves several key steps:
- Review Release Notes: Understand new features or deprecations.
- Test Upgrade: Use a sub-production instance for testing compatibility with customizations.
- Plan Downtime: Schedule upgrades during off-peak hours if necessary.
- Execute Upgrade: Follow best practices during execution ensuring minimal disruption.
- Post-Upgrade Testing: Validate functionality post-upgrade ensuring all features work as expected.
By following these steps carefully, organizations can ensure smooth transitions during upgrades while minimizing potential issues related to customizations or integrations.
21. What is an Application in ServiceNow, and how is it structured?
Answer:
An application in ServiceNow is a collection of components like tables, scripts, modules, and workflows that work together to provide specific functionality. Applications are structured within the Now Platform, allowing developers to define business logic, create custom interfaces, and build integrations with external systems. Applications can either be custom-built for specific needs or pre-built (such as ITSM, HRSD) and can be easily configured using the ServiceNow Application Studio. Each application can contain multiple tables, UI pages, workflows, and various configurations which define how users interact with the platform.
22. How does ServiceNow handle security at the field and record levels?
Answer:
ServiceNow uses Access Control Rules (ACLs) to secure data at both the record and field levels. ACLs determine who can read, write, or delete records and fields based on conditions, roles, and scripts. For field-level security, ACLs are applied directly to specific fields within a table to restrict access. These rules are evaluated in a top-down approach, where the most specific rule is applied first. Security is further enhanced by setting conditions in ACLs, such as allowing access based only on user roles or specific field values. This mechanism ensures data integrity and confidentiality within the ServiceNow platform.
23. What is a Scoped Application, and why is it important in ServiceNow?
Answer:
A Scoped Application is a custom or pre-built ServiceNow application that operates within its own namespace, providing a controlled environment that isolates application data and customizations from other applications on the platform. Scoped applications are important because they prevent accidental changes to global data, reduce conflicts with other applications, and enhance security. By defining application-specific roles and privileges, scoped applications ensure that users have access only to the data and modules within that specific application. Scoped applications are especially useful in ServiceNow’s App Engine Studio for building low-code or no-code applications securely.
24. Explain the difference between Service Catalog and Self-Service Portal.
Answer:
The Service Catalog in ServiceNow is a central repository of services that end-users can browse and request, including items such as IT services, hardware, and access to applications. The Self-Service Portal, on the other hand, provides a user-friendly interface for end-users to access the Service Catalog, submit incidents, search for knowledge articles, and manage their requests. While the Service Catalog focuses on defining and organizing services, the Self-Service Portal is designed to enhance the user experience, making it easier for users to find and access services with minimal assistance.
25. What is an Update Set in ServiceNow? How is it used in the development process?
Answer:
An Update Set is a mechanism in ServiceNow used to transfer customizations from one instance to another, usually from a development environment to a testing or production environment. Update Sets capture changes made in configurations, customizations, workflows, and other ServiceNow components. Developers use Update Sets to manage, test, and deploy changes in a controlled manner, preventing accidental overwriting of configurations in other instances. Each Update Set captures changes incrementally, allowing specific sets of configurations to be moved as needed.
26. How does ServiceNow support Integrations with third-party applications?
Answer:
ServiceNow provides robust integration capabilities through REST APIs, SOAP APIs, and IntegrationHub. REST and SOAP APIs allow ServiceNow to send and receive data from external systems, supporting data synchronization, process automation, and data reporting. IntegrationHub simplifies integrations by providing pre-built spokes for popular applications, enabling point-and-click integration. ServiceNow also supports scripted web services, MID Servers for on-premises data connections, and specific plugins to facilitate integrations. These capabilities allow seamless integration with various enterprise applications such as Active Directory, Salesforce, and Microsoft Azure.
27. What is an Event in ServiceNow, and how do you use it?
Answer:
An event in ServiceNow represents a significant occurrence in the system, such as a workflow transition, a record update, or a system log entry. Events are created by scripts, workflows, or system actions and are used to trigger notifications, invoke scripts, or log audit entries. For example, when a high-priority incident is created, an event can trigger an alert to notify relevant personnel. Events provide a flexible way to track and respond to specific system activities, helping administrators implement event-driven workflows.
28. Describe how ServiceNow manages Incidents and Problems.
Answer:
ServiceNow uses the Incident Management and Problem Management modules to handle and resolve IT issues efficiently. Incident Management focuses on resolving individual incidents or service interruptions to restore normal operation quickly. Problem Management, on the other hand, aims to identify the root causes of recurring incidents to prevent future issues. By linking incidents and problems, ServiceNow allows teams to analyze trends, address root causes, and apply known solutions, enhancing system stability and minimizing downtime. This approach aligns with ITIL best practices for efficient incident and problem resolution.
29. What is a Reference Qualifier in ServiceNow?
Answer:
A Reference Qualifier in ServiceNow is used to control the data that appears in reference fields, which link records from one table to another. Reference Qualifiers are conditions or scripts applied to reference fields to filter the records shown in the lookup, ensuring that only relevant records are displayed to users. For example, in an incident form, a Reference Qualifier can be applied to show only active users in the Assigned To field. Reference Qualifiers improve usability by reducing irrelevant options, allowing users to quickly locate appropriate records.
30. Explain the concept of REST API and how it is used in ServiceNow.
Answer:
REST API (Representational State Transfer) is a popular web service protocol used for data exchange. In ServiceNow, REST APIs enable external applications to access and manipulate ServiceNow data securely. REST APIs support operations like creating, retrieving, updating, and deleting records. ServiceNow provides both inbound and outbound REST APIs, allowing data to be sent to and retrieved from external systems. Developers can use REST API Explorer to test REST calls, making it a convenient tool for building integrations.
31. What is the use of Business Service Management (BSM) Map in ServiceNow?
Answer:
The BSM Map in ServiceNow provides a visual representation of a business service and its dependencies on IT infrastructure, including Configuration Items (CIs), servers, and applications. BSM Maps help IT teams understand the impact of incidents and changes on business services, aiding in impact analysis and root cause identification. By linking CIs and other components, the BSM Map offers a holistic view of service dependencies and improves incident response times.
32. How can you automate tasks in ServiceNow?
Answer:
ServiceNow offers multiple automation options, including workflows, Flow Designer, and business rules. Workflows define automated processes that include approvals, notifications, and task assignments. Flow Designer provides a low-code interface to create complex, event-driven automations by combining actions and triggers. Business rules and scheduled jobs automate actions based on specified conditions or schedules. Automation helps reduce manual work, ensures process consistency, and improves response times in ServiceNow.
33. Describe the purpose of the Runbook Automation (RBA) in ServiceNow.
Answer:
Runbook Automation (RBA) in ServiceNow automates routine IT tasks and workflows, including server restarts, service deployments, and incident responses. RBA is designed to standardize processes, reduce human intervention, and minimize errors. By creating scripts and workflows that can be triggered automatically or manually, RBA helps IT teams manage tasks efficiently and reduces the time required for routine maintenance.
34. What is the purpose of the Data Policy in ServiceNow?
Answer:
Data Policies in ServiceNow enforce data integrity by defining conditions that must be met for certain fields in a record. Unlike UI Policies, Data Policies are applied regardless of how data is entered, ensuring that the data remains consistent. For example, a Data Policy can enforce a field to be mandatory on form submissions and data imports, ensuring data quality across all entry points.
35. How do you create Notifications in ServiceNow?
Answer:
Notifications in ServiceNow are configured to alert users of important events, such as incident updates, approvals, or task assignments. Notifications can be sent via email, SMS, or mobile app, and are configured using triggers like record changes, events, or workflows. Templates are used to define the content of notifications, while conditions ensure notifications are sent only to relevant users. Notifications enhance user engagement by keeping users informed about important system updates.
36. What is SLA Breach in ServiceNow, and how do you handle it?
Answer:
SLA Breach in ServiceNow occurs when a task, such as an incident or request, exceeds the time defined in its Service Level Agreement (SLA). When an SLA is breached, it triggers predefined actions like escalation, notifications, or follow-ups. To handle SLA breaches, ServiceNow allows teams to configure escalation workflows, set up breach alerts, and review SLA performance in dashboards, enabling proactive resolution.
37. Describe the purpose of the Service Portal in ServiceNow.
Answer:
The Service Portal in ServiceNow provides an intuitive, customizable interface for users to interact with the platform. It allows users to submit requests, view knowledge articles, track incidents, and access the Service Catalog. Service Portal customization enables organizations to deliver a user-friendly experience that aligns with branding, enhancing usability and reducing the need for support.
38. Explain the concept of Incident Priority in ServiceNow.
Answer:
Incident Priority in ServiceNow is determined based on the impact and urgency of an issue. Priority levels guide IT teams in handling incidents efficiently by setting response times and escalation levels. By configuring priority matrices, ServiceNow automatically assigns the correct priority to incidents based on predefined rules, helping to manage and prioritize tasks appropriately.
39. How does ServiceNow support ITIL processes?
Answer:
ServiceNow supports ITIL processes through dedicated modules for Incident, Problem, Change, and Configuration Management, among others. These modules provide workflows and best practices that align with ITIL standards, helping organizations implement structured processes for IT Service Management (ITSM). ServiceNow’s ITIL-compliant processes streamline IT operations, improve service delivery, and enhance end-user satisfaction.
40. What is Knowledge Base in ServiceNow, and how is it used?
Answer:
The Knowledge Base in ServiceNow is a repository for knowledge articles, documents, and guides that provide information to end-users and support staff. It is used to store solutions, best practices, and troubleshooting guides, making it easier for users to find answers without submitting a request. Knowledge Base articles are categorized and searchable, helping reduce repetitive queries and improving self-service support.
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