Servicenow Interview Questions

Last updated on Nov 08, 2023

ServiceNow is a ticketing tool and a cloud-based software platform useful for ITSM (IT Service Management) to automate business management. It also helps to process and catalog various customer service requests related to incidents, issues, and changes. ServiceNow also helps business enterprises to become highly scalable and faster by using Machine Learning tools. This is useful to leverage data and other workflows with great flexibility. Further, ServiceNow is an integrated cloud solution that offers different types of services including IT, Security, Customer Service, Business Applications, and HR Services. 

If you have an upcoming interview for a ServiceNow job, then you must go with the following Top ServiceNow interview questions compiled for you. Get job-ready by reading them.

Most Frequently Asked ServiceNow Interview Questions

Basic ServiceNow Interview Questions

1. What is meant by ServiceNow?

Ans: ServiceNow is a cloud-based ITSM tool integral to business management and IT services. It streamlines handling customer requests associated with incidents and changes, among other benefits.

2. What is meant by CMDB?

Ans: CMDB, or Configuration Management Database, is a comprehensive repository for IT installations. It includes data about IT assets and their interrelations, serving as a critical data warehouse.

3. What is a “View”?

Ans: ViewA 'View' in ServiceNow refers to the layout of fields on a form or list. Multiple views can be defined for a single form, tailored to user preferences or requirements

4. What do you mean by impersonating a user? How it is useful?

Ans: User impersonation in ServiceNow temporarily allows admins to emulate another user's access rights. Feature­s like diagnostics and user support are vital. The­y help learn about issues spe­cific to users, but without needing to se­e their private info. This he­lps manage the system be­tter and fixes problems quicke­r.

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5. What is meant by LDAP?

Ans: It's an acronym for Lightweight Directory Access Protocol. Se­rviceNow uses it for smooth, centralize­d sign-in, making things safer and managing users more e­fficiently.

6. What is ACL?

Ans: In ServiceNow, ACL stands for Acce­ss Control List. It's a set of rules defining who can acce­ss what data and features in the syste­m, providing security and controlled access. 

7. What is CMDB Baseline?

Ans: CMDB Baseline in ServiceNow refers to a snapshot of the state of a Configuration Item (CI), which is instrumental in monitoring and understanding the changes made to the CI over time.

8. How to enable or disable an application?

Ans: One moves to the module "Application Menus" in ServiceNow under the system definition to manage apps in ServiceNow, where apps can be activated or deactivated to suit business needs.

9. Explain LDAP integration and its uses in ServiceNow.

Ans. LDAP integration in ServiceNow streamlines user authentication and simplifies the user creation process. Automating role assignments and user management enhances system security and operational efficiency.

10. What do you mean by ‘application’ in ServiceNow?

Ans: An application in ServiceNow is a group of modules that gives related information about those modules.

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11. What do you mean by record matching and data lookup?

Ans: In ServiceNow, an 'application' is a structured grouping of modules providing complete information and functionality related to the modules' specific purpose or business process..

Intermediate ServiceNow Interview Questions

12. Which are the Parent tables for the incident, change, and problem?

Ans: The ServiceNow task table serves as the parent table for incident, change, and problem management, providing a foundational structure for these critical ITSM processes.

13. What is a record producer?

Ans: A record producer in ServiceNow is a catalog item type that enables the creation of task-based records, like change or problem records, from the service catalog. It provides a user-friendly interface for record generation.

14. What is Dictionary override?

Ans: In ServiceNow, a dictionary override refers to the functionality that provides an ability to modify field properties in a table’s dictionary. This feature is very important in customizing field behaviors and attributes that enhance data management and interface customization.

15. What does UI policy mean?

Ans: In ServiceNow, a UI policy is a mechanism for controlling the visibility and actions of form elements and UI components. For instance, it is essential for creating forms that are interactive thus adapting based on users’ actions as well as ensuring data integrity.

16. How can you cancel a form submission through client script?

Ans: You can easily cancel a form submission using the client script by returning false in the onSubmit function. It is a key feature  to manage user interactions and form submissions.

function onSubmit() 

{return false;}

17. What is a business rule?

Ans: In ServiceNow, a business rule is defined as a server-side script that triggers specific actions. These include record insertion, update, or removal. It is vital in automating and managing data processing and system actions.

18. Can you call a business rule through a client script?

Ans: You can “call a business rule” in ServiceNow with a client script through GlideAjax, offering a bridge between client-side and server-side scripting.

19. What is a gliderecord?

Ans: In ServiceNow, GlideRecord is a type of Java class used for database activities. It offers an alternative to SQL queries, streamlining database interactions within the platform.

20. What is a data policy?

Ans: Data policy in ServiceNow ensures the enforcement of field requirements, like mandatory or read-only status, especially when records are inserted or updated via web service or import set.

21. What is a client script?

Ans: Client script in ServiceNow is a JavaScript code that executes on the client side (browser). It includes functions like OnLoad(), OnSubmit(), OnChange(), and OncellEdit(), which are crucial for enhancing the client-side user experience.

22. What Do You Mean By Coalesce?

Ans: A gauge can be based on a report and can be put on a homepage or a content page.

23. What is Import set?

Ans: Import Sets is a tool used to import data from various data sources and, then using transform map, the map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.

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24. What is Transform Map?

Ans: A transform map transforms the record imported into ServiceNow import set table to the objective table. It additionally decides the connections between fields showing in an Import Set table and fields in the target table.

25. What do you mean by Foreign record insert?

Ans: A foreign record insert occurs when an import makes a change to a table that is not the target table for that import. This happens when updating a reference field on a table.

26. Which searching technique is used to search a text or record in ServiceNow?

Ans: Zing is the text indexing and search engine that performs all text searches in ServiceNow.

Advanced ServiceNow Interview Questions

27. What Is The Use Of Servicenow Change Management Application?

Ans: In ServiceNow, the Change Management application (CMA) offers a structured method to manage the life cycle of changes. It also ensures that there will be only small disruption to IT services. It combines with various plugins for an improved service.

28. What does the Client Transaction Timings plugin do?

Ans: This plugin enhances system logs by explaining transaction timings between the client and server. Also, it helps in discovering performance issues by finding the time consumption points.

29. What is an inactivity monitor?

Ans: In ServiceNow, it activates events for task records that have been inactive for a set period. Thereby, it helps to monitor and manage task progress and inactivity.

30. What is domain separation?

Ans: In the Now platform, Domain Separation allows data isolation and management into various domains. It is essential for multi-tenant environments and maintaining data privacy and security.

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31. How can you remove the Remember me checkbox from the login page?

Ans: To pull out the “Remember me checkbox”, set the "glide.ui.forgetme" property to true within the system properties. You can customize the user authentication experience.

32. What is HTML Sanitizer?

Ans: In ServiceNow, it automatically cleans HTML fields to delete malicious code and prevent security risks. These include cross-site scripting threats, etc., and ensures content safety.

33. What are Gauges?

Ans: Gauges in ServiceNow are visual representations or widgets that display key performance indicators in real-time, often in charts or graphs, aiding in quick data assessment and decision-making.

34. What do you mean by Metrics in ServiceNow?

Ans: Metrics in ServiceNow track and monitor the workflow of individual records, providing tangible statistics for measuring and optimizing various operational aspects, like ticket handling times.

35. How many types of searches are available in ServiceNow?

Ans: The ServiceNow platform offers different types of searches for users. These include List, Global Text Search, Knowledgebase, Navigation Filters, Custom Search Screens, etc. Here, each search type offers different search needs in the platform.

36. In which table update sets and customization are stored?

Ans: The update sets are stored within the Update Set [sys_update_set] table. On the other hand, the associated customizations are stored in the [sys_update_xml] table. They provide a structured way to manage platform changes.

37. What happens if a Default update set is marked as complete?

Ans: In any case, the default update set is marked as complete when the device generates an alternative update called Default1 and uses it to update the set.

38. Do Homepages and Content pages are added to the update sets?

Ans: Homepages and content pages are not added to change settings by default. You need to manually connect pages to the latest update collection by unloading them.

39. What is a Reference qualifier?

Ans: A reference qualifier is a filter or script that restricts the choices in a reference field. Reference fields allow users to select records from another table, and reference qualifiers help define criteria for what records should be visible and selectable. They are commonly used to enhance data integrity and improve the user experience by ensuring that only relevant or appropriate records are available for selection in reference fields.

40. What is Performance Analytics in ServiceNow?

Ans: Performance Analytics is an additional technology in Operation Now that enables customers to take a snapshot of the data at regular intervals and to create time series for every main performance indicator (KPI) in the enterprise.

41. What is the life cycle of Change Request?


  • Initiating Changes
  • Assessing Changes
  • Documenting Changes
  • Assigning Changes
  • Scheduling Changes
  • Submit Changes
  • Implementing Changes
  • Change Review

42. What do you mean by a BSM Map?

Ans: A BSM map is meant for a Business Service Management map that graphically displays configuration items (CI) and specifies the status of these items and supports a business service.

43. Define Performance Analytics in ServiceNow?

Ans: In the ServiceNow ITSM tool, performance analytics (PA) is an added application that allows customers to build time series for any KPI within an enterprise. Also, it helps customers to take a snapshot of data frequently or at regular intervals.

44. What are the differences between _next() and next() methods?

Ans: A next() method in ServiceNow moves the record to the next record in GlideRecord. Further, the _next() method also has the same functionality as the next() method. But the _next() is used in cases when a user queries about a table having the column name “next”.

45. Who can create or update the ACL in ServiceNow?

Ans: In ServiceNow, the security_admin develops or updates the ACL.

46. Explain Domain Partition or Separation?

Ans: A Domain Separation or Partition is a way to split data into logically defined domains where it separates the records of one business from the other business.

47. Explain ServiceNow Metrics ?

Ans: ServiceNow metrics are useful to measure and record the workflow of an individual or a single record. Further, using these metrics, customers can arm their processes by providing tangible features to measure.

48. How a locked-out user can trigger inbound email action in ServiceNow?

Ans: The method follows by “adding the system property glide.pop3.process_locked_out and setting it to true”.

49. Explain the method to get all the active and inactive records from a table?

Ans: A user can use the method to get the active records addActiveQuery() and for the inactive records addInactiveQuery().

50. Explain the function of the set workflow(e) in ServiceNow?

Ans. In ServiceNow, the setWorkflow(e) function enables or disables the execution of various business rules activated by future actions. Setting the 'e' parameter to false diverts business rules for specific operations. It provides full control over workflow performance.

51. Define the way how an application is enabled or disabled?

Ans: Here, you need to go to the “Application Menus” module within the system definition application. Now, open the respective application which you want to enable or disable. Then you can set active as “True” to enable the application or set it to “False” to disable it.

52. How can you calculate if any of the field values in a record has changed?

Ans: To determine whether the field value has been changed or not, we can use the changes() method.

53. Can you call a business rule using a client script?

Ans. To decide if a field value within a record has changed, you need to use the method changes(). This method effectively tracks record changes, improving data integrity and change management.

54. Can we add content pages and homepages to the update sets?

Ans: By default, content pages, and homepages are not included in the update sets. Here, you can add the pages only manually to the current update sets by unloading them.

55. What is a ‘view’ used for?

Ans. In ServiceNow, a 'view' arranges the display of fields on a list or form. You can create multiple for a single form that serves different user choices and needs.

56. What is the importance of the cascade variable check box in the order guide?

Ans. In ServiceNow's order guide, the “Cascade Variable CheckBox” is helpful to decide whether variables should pass their values to ordered items. It is essential to ensure the correct data flow in ordered items.

57. How to reference the existing active form within the client script in ServiceNow?

Ans. In ServiceNow, to reference the active form within a client script, you need to use the g_form object.  Here, you need to provide a direct way to interact with and operate the current form.

58. How can you enable automatic user creation from email?

Ans. Automatic user creation from email can be turned on by setting the property; glide.pop3readerjob.create_caller to true. It helps to automate the user creation process depending on email interactions.

59. What are the important practices that need to be followed while using ServiceNow?

Ans. While using ServiceNow, one must follow the below essential practices:

  • Replace email and spreadsheets with collaborative workspaces.
  • Automate business processes.
  • Focus on workflow improvement.
  • Developing a modern work space.

60. How can you build your report in ServiceNow?

Ans: In ServiceNow, to build a report, you need to navigate to the "Reports" section and choose the "Create New" option. It allows the creation of custom reports based on particular data and norms.

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61. Method to disable an attachment on a specific ServiceNow table?

Ans: To turn off the attachments on a specific table, you need to add "no_attachment" to the attributes field within the table's Dictionary. It also restricts attachment features for that specific table.

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62. Explain the different search options available in ServiceNow?

Ans. ServiceNow offers various search options like Knowledgebase for finding articles, Lists for records within a list, Search screens developed by admins, Navigation filter for application navigator items, and Global Text Search for records across task tables.

63. Explain the sequence of publishing a knowledge article in ServiceNow?

Ans: The sequence for publishing a knowledge article in ServiceNow follows the stages of Draft, Review, and Publishing, ensuring a thorough vetting and approval process.

64. What is the method to delete tables in ServiceNow?

Ans: In ServiceNow, to remove a table, you have to navigate to the "Tables and Columns" section. Then, select the table, and use the option “delete”. Now, confirm the action by typing "delete."

65. What is meant by an “update set”?

Ans: An "update set" is a group of platform alterations and designs that can be shifted from one instance to another. It also offers consistency with effective change management.


66. Explain the workflow activities in ServiceNow?

Ans:  The workflow activities in the Now platform include multiple activities. These include conditions, timers, approvals, tasks, utilities, notifications, etc. Here, each activity plays a key role to automate and manage various business actions.

67. Define what will happen if a request is rejected?

Ans: In ServiceNow, if a request is rejected, then, you will receive a notification, and the status is canceled. It’s a part of service catalog workflow, and it can be attached based on manual selection, automatic conditions, or default settings. You have to ensure that no other workflows are connected with it.

68. What is meant by sys_id in ServiceNow?

Ans: In ServiceNow, sys_id is a unique 32-character GUID used for finding each record created in the platform's tables. It serves as a key identifier for data management and validating.

69. How can you enable and disable pie chart labels?

Ans: To manage pie chart labels in ServiceNow, the property glide.ui.chart.pie.tables can be set to true or false, enabling or disabling labels, respectively.

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70. Define Foreign record insert.

Ans: A Foreign record insert in ServiceNow occurs when an import action modifies a table that is not the designated target table of the import, typically happening during reference field updates.

71. Define the ServiceNow dashboard?

Ans: The ServiceNow dashboard is a centralized interface that displays analytics, performance trends, and reports. It serves as a visual indicator and KPI scoreboard, aiding decision-making and customization.

72. Explain Transform Map?

Ans: In ServiceNow, a Transform Map changes records imported into the ServiceNow import set table. It's crucial to build relations between fields in the import set table and the target table in the Now platform.

73. What are the different reports you can produce?

Ans. In ServiceNow, you can generate multiple reports which include List, Bar, Pie, Pivot, and Calendar. Each report provides multiple insights and data visualizations.

74. What is meant by Scorecard?

Ans. In ServiceNow, the term scorecard is a GUI tool helpful to measure and constitute the performance of employees or business actions. It serves as a key measurement in performance management.

75. Define set limit(n) function usage.

Ans. he function set limit(n) restricts the number of records returned in a query. It helps in effective data management.

76. What do you mean by Schema map?

Ans. In ServiceNow, a schema map visibly presents tables and their relations. It allows admins to view and access multiple parts of the database schema.

77. What is the use of the setForceUpdate() function?

Ans. In ServiceNow, the function setForceUpdate() updates various records even if there are no changes made to the record. It also ensures data stability.

78. How can you create a new Role in ServiceNow?

Ans. Go to - User Administration-> click on “Role”-> then click “New”.

79. What do you mean by record matching and data lookup?

Ans. In ServiceNow, record matching and data lookup are features that automate field value tasks. Instead of depending on scripting, these features allow field values to be set based on specific conditions, smoothing data management and process automation.

80. What Do You Mean By Coalesce?

Ans. In the context of ServiceNow, coalesce is a property used in Transform Maps. When a field in the Import Set table is marked as coalesced, it helps identify existing records in the target table, ensuring data is not duplicated but updated or merged properly during data imports.

81. What is the Import set?

Ans. In ServiceNow, an Import Set is a robust tool that offers data importation from multiple external sources. It also acts as a staging area for records before they are moved into ServiceNow tables. This process is handled using Transform Maps that aligns the incoming data with the proper fields in the Now platform’s database.

82. Which searching technique is used to search a text or record in ServiceNow?

Ans. ServiceNow utilizes the Zing search engine for its text and record search functionalities. Zing specializes in indexing and searching text within the ServiceNow platform, offering efficient and effective search capabilities across various data types.


I hope you got an overall idea of various frequently asked ServiceNow interview questions and answers. These interview questions are compiled to enhance your skills to crack the ServiceNow interviews easily. 

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