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

What is meant by ServiceNow?

Ans: ServiceNow is an ITSM tool and a cloud-based platform that helps in business management, IT services, and operations. It also helps in processing various customer requests relating to incidents, changes, and other services.

What is meant by CMDB?

Ans: CMDB stands for “Configuration Management Database” which is a repository. The CMDB acts as a data warehouse for IT installations that consists of data related to a group of IT assets and also descriptive relations among those assets.

What is a “View”?

Ans: View characterizes the game plan of fields on a frame or a rundown. For one single shape, we can characterize different perspectives as indicated by the client inclinations or prerequisite.

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

Ans: Impersonating a user in ServiceNow refers to the capability of administrators or support personnel to temporarily assume the identity and access permissions of another user in the system. Impersonating a user is useful for troubleshooting, providing support, and understanding the system from the perspective of the impersonated user. By impersonating a user, you can effectively see the ServiceNow instance as they would, helping you identify and resolve issues or answer user-specific questions without needing the user's login credentials. It's a valuable tool for system administrators and support teams.

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What is meant by LDAP?

Ans: LDAP stands for Lightweight Directory Access Protocol useful as a central place for authentication.

What is ACL?

Ans: In ServiceNow, ACL stands for Access Control List. An ACL is a set of rules that specify which users or roles can access specific tables and what operations (create, read, update, delete) they can perform. We can use ACLs to enforce security and control permissions for data and operations within the platform.

What is CMDB Baseline?

Ans: CMDB baselines help to understand and control the changes that have been made to a Configuration Item (CI) after its Baseline has been created. The baseline is the snapshot of a CI.

How to enable or disable an application?

Ans: Navigate to “Application Menus” module under system definition application. Open the respective application that requires enabling or disabling. Set active as true to enable it or set active to false to disable it.

Explain LDAP integration and its uses in ServiceNow.

Ans. LDAP or Lightweight Directory Access Protocol is useful for user authentication & user data population. ServiceNow integration with this directory streamlines the user log-in process. It also automates the process of user creation and helps by assigning them roles.

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

Ans: The features like record matching and data lookup help to set a field value instead of writing a script. This field value is based on some conditions.

Intermediate ServiceNow Interview Questions

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

Ans: Task table is the parent table for the incidents, change and problem.

. What is a record producer?

Ans: A record producer is a type of a catalog item that allows users to create task-based records from the service catalog. For example, you can create a change record or problem record using a record producer. Record producers provide an alternative way to create records through a service catalog.

. What is Dictionary override?

Ans: In ServiceNow, a dictionary override refers to the ability to override or modify properties of a field in a table's Dictionary. Dictionary override allows you to customize the behavior and appearance of a field, such as changing its data type, length, or display label, to better suit your specific requirements without altering the base table's structure.

. About UI policy & What it is?

Ans: A UI Policy in ServiceNow is a configuration that controls the behavior of form elements and UI components on a record form. UI Policies enable you to make fields visible, read-only, mandatory, or hidden based on certain conditions or user interactions. They are used to create dynamic and user-friendly forms that adapt to the specific context of a record, improving the user experience and ensuring data integrity.

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

Ans: In the onSubmit function return false. 

function onSubmit() 

{return false;}

. What is a business rule?

Ans: The business rule is server-side scripting that executes whenever a record is inserted, updated, deleted, displayed or queried.The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule ‘on display’, ‘on before’ or ‘on after’ of an action (insert, delete, update) is performed.

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

Ans: Yes you can call a business rule through a client script by using glideajax

. What is a gliderecord?

Ans: Gliderecord is a java class that is used for database operations instead of writing SQL queries.

. What is a data policy?

Ans: Data policy checks the mandatory and read-only of a field whenever a record is inserted or updated through a web-service or import set. For example: If a mandatory field in the incoming record (from import set or web-service) is empty then the data policy will not allow inserting that record into the table.

. What is a client script?

Ans: Client script sits on the client side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit()

. 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.

. 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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. 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.

. 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.

. 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

. What Is The Use Of Servicenow Change Management Application?

Ans: The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.

ServiceNow Change Management integrates with the Vulnerability response plugin to introduce extra functionality within Change Management.

. What does the Client Transaction Timings plugin do?

Ans: The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.

. What is an inactivity monitor?

Ans: An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

. What is domain separation?

Ans: Domain separation is a way to separate data into (and optionally to separate administration by) logically-defined domains.

For example, A client XYZ have two business and they are using ServiceNow single instance for both businesses.They do not want that user’s from one business can see data of other business.Here we can configure domain separation to isolate the records from both businesses.

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

Ans: You can set the property – “glide.ui.forgetme” to true to remove the Remember me checkbox from the login page.

. What is HTML Sanitizer?

Ans: The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

. What are Gauges?

Ans: In ServiceNow, a gauge is a graphical representation or widget that displays real-time data or key performance indicators (KPIs) in a visual format, often in charts, graphs, or progress bars. We can use Gauges to provide at-a-glance insights into the health and performance of various processes, services, or data within the ServiceNow platform. They can be placed on dashboards and are particularly useful for decision-makers to assess the status of different aspects of their organization quickly.

. What do you mean by Metrics in ServiceNow?

Ans: Metrics tracks and monitors the workflow of individual records. With metrics, consumers may arm their mechanism by having tangible statistics to calculate, for example, how long it takes before a ticket is reassigned or the state changes.

. How many types of searches are available in ServiceNow?

Ans:To find information in ServiceNow, use any of the following searches: 

  • Lists: locate a record in a list; 
  • Global text search: locate records in multiple tables in a single search area. 
  • Knowledgebase: find articles on knowledge. 
  • Navigation filters: filter the contents of the application window. 
  • Search screens use a form-like interface to search for records in a table. These custom modules can be generated by administrators.

. In which table update sets and customization are stored?

Ans: Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.

. 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.

. 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.

. 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.

. 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.

. What is the life cycle of Change Request?


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

. 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.

. 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.

. 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”.

. Who can create or update the ACL in ServiceNow?

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

. 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.

. 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.

. 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”.

. 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().

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

Ans: In ServiceNow, the “set workflow (e)” disables or enables running business rules that are generally activated by future actions. Here, an insert or update function will not be inspected if the ‘e’ parameter is set to “false”. Hence, business rules are enabled only when the ‘e’ parameter is set to “true”.

. 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.

. 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.

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

Ans: We can call a business rule using a “client script” by the use of “glideajax”.

. 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.

. What is a ‘view’ used for?

Ans: In ServiceNow, the “view” defines the order of fields on a list or a form. We can also indicate multiple views for one single form as per the user's need or preference.

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

Ans: The Cascade Variable Check Box (CVC Box) is used to choose the variables used that pass their value to the ordered items. If the same is cleared, then the variable data entered in the guide is not passed on to ordered items.

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

Ans: In order to reference the existing active form, the “g_from” object is used in the client script.

. How can you enable automatic user creation from email?

Ans: To enable automatic user creation, the “glide.pop3readerjob.create_caller” property requires it to be set to “true” within the system properties.

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

The following are a few of the practices:-

  • Replace email and spreadsheets with collective workspaces
  • Add automation to every enterprise’s business process
  • Focus on structuring, automating, and enhancing the workflow 
  • Build a latest and modern work environment

. How can you build your report in ServiceNow?

Ans: We can build a report by going to the “Reports” and then clicking on the “Create New” option.

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

Ans: Here, you can add “Add no_attachment” to the attributes field in the dictionary of the specific table that you want to disable an attachment.

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. Explain the different search options available in ServiceNow?

The following are the different search options-

  • Knowledgebase: This option helps to find knowledge articles within ServiceNow.
  • Lists: The lists are useful to find various records within a list.update set
  • Search screens: This option is a custom module developed by administrators.
  • Navigation filter: It helps to filter the items existing within the application navigator
  • Global Text Search: This option helps to record in different task tables in ServiceNow.

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

Ans: The sequence follows through - Draft -> Review -> Publish

. What is the method to delete tables in ServiceNow?

Ans: Navigate to the “Tables and Columns” section. Then choose the “delete” option and type the word “delete” to remove the table.

. What is meant by an “update set”?

Ans: An “update set” is a collection of several customizations that can be moved from one instance to another.

. Explain the workflow activities in ServiceNow?

Ans: The following are the various Workflow Activities - conditions, timers, approvals, tasks, utilities, and notifications. 

. Define what will happen if a request is rejected?

Ans: In case, when a request is rejected, then a notification is sent, and the status is set to cancel. Here, the service catalog workflow in ServiceNow can be attached either manually, automatically based on conditions, or if there are no other workflows attached.

. What is meant by sys_id in ServiceNow?

Ans: In ServiceNow, sys_id is a unique GUID having 32-character which is utilized to identify each record built within each Servicenow table.

. How can you enable and disable pie chart labels?

Ans: At first, you need to set the property “glide.ui.chart.pie.tables” to true and false, respectively to enable or disable a label.

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. Define Foreign record insert.

Ans: This record insert occurs when an import makes some modifications to a table that is not the actual target table for that import.

. Define the ServiceNow dashboard?

Ans: The ServiceNow dashboard is a collection of paralytics, performance trends, and reports presented as a visual indicator summary tab and KPI scoreboards useful for making informed decisions and easy customization.

. Explain Transform Map?

Ans: The transform map changes the record that is imported into the ServiceNow import set table and is also useful to find out the relation between the fields within the import set table and the target table in ServiceNow.

. What are the different reports you can produce?

Ans. List, Bar, Pie, Pivot, and Calendar reports.

. What is meant by Scorecard?

Ans. A scorecard is an indicator to measure the employee’s performance or a business process through a graphical representation.

. Define set limit(n) function usage.

Ans. To limit the number of records in ServiceNow, a set limit(n) function is applied.

. What do you mean by Schema map?

Ans. A Schema map is a visual display of tables and their relations that allows admins to view and access the various sections of the database schema.

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

Ans. The function setForceUpdate() helps to update the records even when there are no modifications on the record.

. How can you create a new Role in ServiceNow?

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

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