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Table of contents
1.
Introduction
2.
Most Asked ServiceNow Interview Questions and Answers
2.1.
1. What is ServiceNow?
2.2.
2. Difference Between ServiceNow & Salesforce?
2.3.
3. What do you mean by the term “Application” in ServiceNow?
2.4.
4. What is the latest ServiceNow user interface and when it was released?
2.5.
5. What is the CMDB Baseline?
2.6.
6. What is a business rule?
2.7.
7. What is an instance in ServiceNow?
2.8.
8. What is CMBD?
2.9.
9. How does ServiceNow support ITIL processes?
2.10.
10. Explain ServiceNow Security Model.
2.11.
11. What is a glide report?
2.12.
12. What are the three components of the ServiceNow instance?
2.13.
13. What are the key features of the ServiceNow platform?
2.14.
14. What are lists?
2.15.
15. What is the difference between a table and a database in ServiceNow?
2.16.
16. What is the purpose of a data model in ServiceNow?
2.17.
17. Explain how the ServiceNow access control system works.
2.18.
18. What is a script?
2.19.
19. What are the differences between a client script and a server script?
2.20.
20. Explain the ServiceNow incident management process.
2.21.
21. What are the best ways to secure data?
2.22.
22. How can we customize the ServiceNow user interface?
2.23.
23. What is an import set?
2.24.
24. What is a transform map?
2.25.
25. What is HTML sanitizer?
2.26.
26. What is the difference between a module and an application?
2.27.
27. What is the difference between a workflow and an approval workflow?
2.28.
28. How can we create custom reports in ServiceNow?
2.29.
29. What is the difference between a GlideRecord and a GlideAJAX request?
2.30.
30. How can we set up access controls in ServiceNow?
2.31.
31. What is the difference between an ACL and a UI policy?   
2.32.
32. What is domain separation?
2.33.
33. What is a BSM map?
2.34.
34. What are reference qualifiers in ServiceNow?
3.
Frequently Asked Questions
3.1.
How do I prepare for a ServiceNow interview?
3.2.
What does ServiceNow developer do?
3.3.
Difference Between ServiceNow & Salesforce? 
3.4.
Which searching technique is used to search a text or record in ServiceNow? 
4.
Conclusion
Last Updated: Mar 27, 2024
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Top 30 ServiceNow Interview Questions and Answers (2024)

Author RAGHAV ANUSHA
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Introduction

ServiceNow is a California-based software company that provides a cloud computing platform founded by Fred Luddy in 2003. It provides services in various domains, including IT, human resources, security, service delivery, customer service, and business applications. It provides a platform for managing several IT operations and for users to build, test, and implement applications. 

servicenow interview questions

There are various roles in ServiceNow for which you can get hired. Every role is an essential part of ensuring the successful implementation of ServiceNow and successful collaborations. A few tech roles in ServiceNow are -      

  • ServiceNow Business Analyst: A Business analyst in ServiceNow has to work with the IT and business departments to analyze requirements and data and provide recommendations to improve business processes.
     
  • ServiceNow Technical Lead: A Technical Lead at ServiceNow is responsible for requirement gathering, developing and designing the platform architecture, and planning and scheduling the project delivery.
     
  • ServiceNow Developer: A ServiceNow developer builds and maintains applications, understands business requirements, and integrates with other systems. They also overlook the designing and implementation aspects of workflow and reporting.  
     
  • ServiceNow Solutions Architect: A solutions architect at ServiceNow works with the clients to analyze the requirements and designs an appropriate solution to incorporate the requirements. 
     
  • ServiceNow administrator: A System administrator at ServiceNow maintains the cloud computing platform, creates workflows, and manages security. 
     

This article will discuss the ServiceNow interview questions at beginner, intermediate, and advanced levels.

Most Asked ServiceNow Interview Questions and Answers

1. What is ServiceNow?

ServiceNow is a California-based software company that provides a cloud computing platform founded by Fred Luddy in 2003. It provides services in various domains, including IT, human resources, security, service delivery, customer service, and business applications. 
 

2. Difference Between ServiceNow & Salesforce?

ServiceNow

Salesforce

It is an IT service management software that is used for automating workflows in businesses. It is a customer relationship management platform that is used for managing sales, marketing, customer support, etc.
It caters usually to the IT departments for support, employee onboarding, operations, etc. It mainly caters to sales and marketing teams for dealing with customer relations and driving sales.
ServiceNow provides a platform for automating workflows using its proprietary scripting language. Salesforces offers a customizable platform called Lightning which comes with tools like process builder and flow.

3. What do you mean by the term “Application” in ServiceNow?

ServiceNow applications refer to devices and applications that comprise an application service as configuration items (CIs). The various CIs and the relationships between them, that comprise an application service, are stored in the Configuration Management Database (CMDB). An application service is a set of interconnected applications and hosts which are configured to offer a service to the organization. Application services can be internal, like an organization email system, or customer-facing, like an organization website.

4. What is the latest ServiceNow user interface and when it was released?

ServiceNow Utah is the latest version of its user interface which was released in the first quarter of 2023. Its latest patch was released on May 11th, 2023. The ServiceNow Utah release includes new products and applications, as well as additional features and fixes for existing products.

5. What is the CMDB Baseline?

CMDB baseline provides capabilities that help you control the changes that have been made to your configuration items (CIs). A baseline is a snapshot of your configuration items in the CMDB. You can review the changes that have been made to that configuration item since a previous baseline.

6. What is a business rule?

A business rule is an automated script that executes when a record is modified, edited, omitted, queried, or displayed. Business rules enforce business procedures and policies with the ServiceNow platform. An essential point to consider in a business rule is what and when it has to be executed. Business rules are created using Javascript and can be tested and modified before deployment within the platform.   

7. What is an instance in ServiceNow?

An instance is a unique environment within the ServiceNow cloud infrastructure where users store, manage, and access their data. Every user in ServiceNow gets their copy or instance of ServiceNow in the cloud. Instances are independent of each other and provide a platform for problem resolving, change management, and IT service management.  

8. What is CMBD?

CMBD (Configuration Management Database) is a database in ServiceNow that stores information about the organization's configuration of IT assets. These assets include hardware and software components, network devices, and applications. CMBD enables organizations to maintain the reliability and security of their systems by helping them track, manage, and maintain the configuration of their IT applications and infrastructure.        

9. How does ServiceNow support ITIL processes?

ITIL (Information Technology Infrastructure Library) is an integrated framework that helps IT organizations to align their services and operations. ServiceNow provides a flexible platform and supports ITIL processes through several features and functionalities like incident, problem, change, configuration, and release management. ITIL processes improve the efficiency and effectiveness of an organization's IT service deployment. 

See more, Business analyst skills

10. Explain ServiceNow Security Model.

ServiceNow offers a wide range of IT services, such as IT services, operations, and security management. The ServiceNow security model provides users with a secure platform, enabling them to manage their IT services and operations. It is a multi-layered approach that includes the following parameters - 
 

  • Data encryption: ServiceNow uses industry-standard encryption algorithms to encrypt all data. Data encryption ensures the protection of sensitive information from any unauthorized access.
     
  • Access Control: ServiceNow uses access control to allow administrators to define user roles with specified access and to manage access to various platform resources.
       
  • Authentication: ServiceNow offers different forms of authentication, such as the infamous two-factor authentication. Authentication ensures authorized access to the platform and platform resources. 
     
  • Threat Protection: Threat protection ensures the platform's security against potential cyber-attacks like malware.
     

11. What is a glide report?

A Glide report offers a visual representation of all the data stored on the ServiceNow platform. A glide report enables users to create reports to analyze and monitor data trends and performance. It also provides insights into various business aspects, and we can customize it according to our needs by displaying data in tables, graphs, and other visual formats.

12. What are the three components of the ServiceNow instance?

The ServiceNow instance is a unique environment within the ServiceNow cloud infrastructure where users store, manage, and access their data. The three main components of the ServiceNow instances are as follows -
 

  • Banner: This component consists of the ServiceNow logo, a setting button, and a global navigator control search box. It is located at the top of all the pages.  
     
  • Application Navigator: This component consists of a list of available modules and applications. There is also a favorite tab and a tab wherein we can see the recent access pages of the instance. 
     
  • Content Frame: This component displays the content of any specific page or record. It also shows lists, forms, reports, and other pages. Content frame lets users view, edit, and interact with data in the platform. 

13. What are the key features of the ServiceNow platform?

ServiceNow is a cloud computing platform that helps organizations to manage digital workflows efficiently. This is possible due to the various features of the ServiceNow platform. Let's look at a few of these features -
 

  • A cloud-based platform: ServiceNow is a cloud-based platform that allows users to access the system from anywhere and at any time. 
     
  • ITSM: ITSM or IT service management is a comprehensive solution provided by ServiceNow that includes various IT processes, such as problem management and change management.
     
  • Integration with other systems: We can integrate ServiceNow with other systems and applications, such as Microsoft Office.
     
  • Security: ServiceNow offers several security features, such as data encryption, access control, and threat protection, to ensure the protection of data from any unauthorized access.

14. What are lists?

Lists in ServiceNow refer to content frame-type pages. Lists consist of rows from a specified table wherein every row has one or more columns. We can also search, sort, and edit lists. 

15. What is the difference between a table and a database in ServiceNow?

Tables and databases in ServiceNow are two different ways of storing data. Let's look at some key differences between a table and a database in ServiceNow -  

Table Database
Tables store organized data into rows and columns.  Databases manage the storage, accessibility, and retrieval of data.
Tables can be customized according to the client's requirements.  Databases are standardized and follow established protocols to manage data.
The users can access and modify the data stored in a table. The data stored in the database is restricted to authorized users and cannot be accessed by anyone without permission.
Tables are slow and inefficient if not optimized properly. Databases are fast and efficient as they are designed to be highly optimized.

16. What is the purpose of a data model in ServiceNow?

The Data model in ServiceNow allows users to store and manage data in an organized and structured manner. A data model enables organizations to efficiently manage their operations and build solutions according to their requirements. The ServiceNow data model is built on relational DBMS, which organizes data into tables and columns. It includes keys, relationships, dictionaries, access control, and other attributes that define the structure of the data stored in the platform. We can customize a data model's components to meet an organization's requirements. 

17. Explain how the ServiceNow access control system works.

The ServiceNow access control system or access control list manages the access to data and functionality within the platform. It allows organizations to define security policies and ensure that only authorized users access the data. Let's look at how it works - 
 

  • Defining roles: The first step is creating roles to define access rights for the users. ServiceNow has predefined roles, such as users and administrators with specified access rights.
     
  • Defining Access: The access rights are defined for each role. We can also define access rights for specific fields, such as who can access the data and the ability to view, edit, or execute the data.
     
  • Assigning roles: Roles are assigned to users based on job responsibility. These roles are assigned to individual users or in groups.
     
  • Defining Security Policies: In this step, security policies are defined to control access to data. These security policies also control functionalities based on the user's availability, time, or responsibility. 
     
  • Evaluating Access Requests: In this step, ServiceNow evaluates access requests, wherein the access is denied or granted based on security policies and the access rights of the users.    

18. What is a script?

A Script in ServiceNow refers to a set of code instructions that can automate specific tasks within the platform. Scripts are written in various programming languages, such as JavaScript and Python. We can use scripts for numerous tasks, such as customizing the UI or performing complex calculations. They are created and executed in several platform parts, such as user interface actions and scheduled jobs.

19. What are the differences between a client script and a server script?

Client scripts and server scripts automate several processes and tasks. While choosing a server script, the task's complexity, requirement, and security must be considered. Let's look at some key differences between a client script and a server script in ServiceNow -  

Client scripts

Server scripts
A client script is executed or run by the client on their system.     The server executes a server script.
Client scripts can only access the data stored in the client browser. Server scripts can access the ServiceNow database and retrieve and manipulate data stored on the server.
Client scripts are used to modify UI elements and perform simple operations. Server scripts create and update records or manage emails and workflows.  
Client scripts are less secure and are vulnerable to various cyber-attacks. Server scripts are more secure and less prone to cyber-attacks.

20. Explain the ServiceNow incident management process.

The incident management process is designed to help organizations manage and resolve incidents effectively. Let's understand the ServiceNow incident management process -
 

  • Step 1: The first step is creating an incident record by a user and evaluating it. The incidents are resolved based on their priority, meaning that if an incident is of high priority, it is immediately sent for resolution to the incident management team. 
     
  • Step 2: Once the incident management team receives an incident, it identifies the issues and implements the necessary solutions.
     
  • Step 3: In the resolution process, the stakeholders are updated on the progress and obstacles the team faces. 
     
  • Step 4: Review the incident again after the resolution phase and make the necessary changes. The incident record is then closed and archived in the system.

21. What are the best ways to secure data?

The best ways to ensure secure data in ServiceNow are as follows - 
 

  • Data encryption: ServiceNow uses industry-standard encryption algorithms to encrypt all data. Data encryption ensures the protection of sensitive information from any unauthorized access.
     
  • Access Control: ServiceNow uses access control to allow administrators to define user roles with specified access and to manage access to various platform resources.
     
  • Network Security: ServiceNow offers a secure network infrastructure that helps protect the data and prevent network-based attacks by ensuring the data's confidentiality, authenticity, and integrity.
     
  • Data masking: ServiceNow provides several data masking rules. We can mask sensitive data, such as credit card numbers, with the help of these rules.
     
  • Audit log: ServiceNow maintains an audit log that records all the changes made in the system. This helps us to stay aware if there are any unauthorized changes made.   

22. How can we customize the ServiceNow user interface?

ServiceNow allows customization of the user interface to satisfy the client's requirements. Let's look at the various ways to customize the ServiceNow user interface - 

  • Using CSS and JavaScript: We can use CSS to add custom styles to the platform's pages. We can also use JavaScript to modify and add additional features to the interface to make it look more appealing.
     
  • UI Policies: We use the user interface policies to hide fields, make fields mandatory, or restrict the values that are not supposed to be entered in a field.
     
  • Creating custom pages and modules: We can create custom pages and modules to customize the ServiceNow UI. Custom modules are used to add features to the platform, while custom pages are used to create a unique UX for specific users and groups. 

23. What is an import set?

An import set in ServiceNow is a tool to import data from external sources into the platform. The data can be in any format, such as .xml or .csv. An import set provides a flexible and efficient way to import data from external sources.

24. What is a transform map?

A transform map in ServiceNow is a tool used to convert the data format, for example, converting the format from .xml to JSON. They are used for several purposes, such as data migration and integration.

Also See, Manual Testing Interview Questions

25. What is HTML sanitizer?

HTML sanitizer is an essential security feature that prevents potential cyber-attacks and protects the data stored in the ServiceNow platform. The HTML sanitizer checks the input data for potentially harmful HTML tags and removes them to stop their execution. It can be integrated with other security features, such as anti-virus scanning, to provide an optimal security solution. 

26. What is the difference between a module and an application?

Let’s look at some key differences between a module and an application in ServiceNow - 

Module Application
Modules are a predefined set of features designed to address business requirements.     An application is a collection of modules and other elements that provide a complete solution.   
Modules can be customized to incorporate specific client requests.   Applications can be customized to a much greater extent to meet the organization's requirements with the help of features such as scripts and forms.
Modules can be integrated with other modules to offer a complete solution. Applications can be integrated with applications to offer a comprehensive solution. 
A few examples of ServiceNow modules include the incident management module and change management module. A few examples of ServiceNow applications can be -  IT service management applications and Human Resource applications.

27. What is the difference between a workflow and an approval workflow?

Let’s look at some key differences between a workflow and an approval workflow in ServiceNow - 

Workflow Approval Workflow
A workflow visually represents a task, decision, and action. An approval workflow is a workflow that manages and tracks approvals for requests.  
Workflow is created using a visual tool called Workflow editor, which lets us develop, design, and test workflows. Approval workflows are created using a visual tool called the Approval Workflow editor.
Workflow automates repetitive or complex tasks. An approval workflow automates the process of approving or rejecting request changes. 

28. How can we create custom reports in ServiceNow?

ServiceNow allows organizations to create custom reports that satisfy their business requirements. Let's look at the various steps we need to follow to create custom reports in ServiceNow - 
 

  • Step 1: Select the "Create New" option in the reporting module within the ServiceNow platform.
     
  • Step 2: Select the type of report you want to create, such as a table or map.
     
  • Step 3: In this step, you can use a table, an external data source, or both to select the data source of your report.
     
  • Step 4: Define the fields you wish to include in your report.
     
  • Step 5: Use conditions and parameters to filter the data; this ensures that the report only contains relevant data.
     
  • Step 6: Choose the display format for the report to make it visually appealing, such as a bar graph or a pie chart.
     
  • Step 7: Save and run the report to look at the final result.

29. What is the difference between a GlideRecord and a GlideAJAX request?

Let’s look at some key differences between a GlideRecord and a GlideAJAX request in ServiceNow -

GlideRecord GlideAJAX request
A GlideRecord interacts directly with the database. A GlideAJAX is used for asynchronous interaction with the database.
A GlideRecord offers an interface for viewing, editing, and querying data. A GlideAJAX requests the server to retrieve or update the data stored in the server. 
GlideRecords retrieve data from the server in a synchronous manner. GlideAJAX requests to retrieve data asynchronously.
It is executed on the server side. A GlideAJAX request is executed on the client side.    
A GlideRecord provides more features but is slower as it directly interacts with the server. It is fast but provides fewer features as there is no direct interaction.

30. How can we set up access controls in ServiceNow?

Setting up access control ensures that the users only have access to data relevant to which is their role. Let's look at the various steps we need to follow to set up access control in ServiceNow -
 

  • Create a role with desired permissions that justify the user's role in the organization. We can assign this role to a specific user or group. 
     
  • After creating a role, we can set up access controls for specific records or fields within the platform. 
     
  • We can set up access controls for a particular script, UI pages, and specific actions within the ServiceNow platform.

31. What is the difference between an ACL and a UI policy?   

Access Control Lists and User-Interface Policies are two essential security features in ServiceNow. Let's look at some key differences between an ACL and a UI policy request in ServiceNow -

ACL User Interface Policy
ACLs are a set of rules that decide what all data a user can access. A UI policy in ServiceNow is a security policy that controls the platform's user interface.  
ACLs control data access within the platform, restrict access to confidential data and enforce regulation policies. UI policies control the visibility of fields and values entered in the field and enforce rules about data validation.
ACLs are implemented at the data level. UI policies are implemented at the form level.
ACLs are created and managed by the platform's security console. UI policies are created and managed by the platform's designer.

32. What is domain separation?

Domain separation in ServiceNow is a feature that helps organizations to ensure data security and privacy. It provides a secure way of managing data for multiple departments or businesses within a single platform. Every domain operates independently and prevents the risk of any potential cyber-attacks.

33. What is a BSM map?

BSM or Business Service Management maps in ServiceNow visually represent the relationships between several IT components. BSM maps help organizations analyze how their services impact customer satisfaction and business.   

34. What are reference qualifiers in ServiceNow?

Reference Qualifiers in ServiceNow offer an efficient way to restrict the data available for a reference field. They enable users to select correct data and improve the system's accuracy.   

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Frequently Asked Questions

How do I prepare for a ServiceNow interview?

You can prepare for a ServiceNow interview by studying ServiceNow fundamentals, practicing common interview questions, and showcasing hands-on experience. You need to familiarize yourself with ServiceNow modules, scripting, and ITSM processes.

What does ServiceNow developer do?

A ServiceNow developer designs and implements solutions on the ServiceNow platform, customizing workflows, creating applications, and integrating systems to streamline business processes.

Difference Between ServiceNow & Salesforce? 

ServiceNow is an IT Service Management (ITSM) platform, while Salesforce is primarily a Customer Relationship Management (CRM) platform. ServiceNow focuses on IT operations, whereas Salesforce is more customer-centric.

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

ServiceNow primarily uses the "GlideRecord" API for querying records. Developers often use queries, filters, and business rules to search and retrieve specific data from ServiceNow tables.

Conclusion

Preparing for a ServiceNow interview requires a comprehensive understanding of the platform's fundamentals, scripting capabilities, and ITSM processes. By studying common interview questions, gaining hands-on experience, and delving into ServiceNow modules, candidates can confidently navigate the interview process. If you want to dig deeper into this topic, here are some related articles -    
 

 

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