Add Your Heading Text Here
Crack Your ServiceNow Interview - Level By Level
Preparing for a ServiceNow interview? We’ve compiled the most important questions for beginners, intermediate, and advanced learners to help you succeed. Whether you’re just starting out or aiming for an expert role, these questions cover everything you need to know.
How it’s organized:
The questions are divided into three levels:
Beginner – Understand the basics of ServiceNow.
Intermediate – Get hands-on with real-time scenarios and workflows.
Advanced – Master complex topics and troubleshooting techniques.
Tips for learners:
Go through these questions, practice with real-time examples, and check our explanations to boost your confidence before the interview.
ServiceNow Basic Level Interview Questions & Answers
1. What is ServiceNow?
👉 ServiceNow is a cloud-based platform that provides IT Service Management (ITSM), automation of business processes, and enterprise solutions for IT, HR, customer service, and more.
2. What are the main features of ServiceNow?
👉 Key features include Incident Management, Problem Management, Change Management, Asset Management, CMDB, Workflow Automation, Knowledge Base, and Service Catalog.
3. What is an Incident in ServiceNow?
👉 An Incident is an unplanned interruption or reduction in the quality of an IT service. The goal is to restore normal service quickly.
4. What is the difference between Incident, Problem, and Change?
👉 Incident – Fix the immediate issue.
👉 Problem – Identify and eliminate the root cause.
👉 Change – Make controlled modifications to prevent future issues.
5. What is the CMDB?
👉 The Configuration Management Database (CMDB) stores information about hardware, software, and their relationships, enabling better asset and service management.
6. What is a Service Catalog?
👉 The Service Catalog is a user-friendly list of IT and business services offered to end users (like password reset, laptop request, software installation).
7. What are Tables in ServiceNow?
👉 Tables are data storage units in ServiceNow. Every record (incident, problem, change) is stored in a table. Example: incident table stores incident records.
8. What are Records in ServiceNow?
👉 A record is a single entry in a table (like one Incident ticket or one User entry).
9. What are Forms in ServiceNow?
👉 A Form displays the fields of a single record, allowing users to view, create, or edit data.
10. What are Lists in ServiceNow?
👉 A List displays multiple records from a table in a tabular format. Example: Incident List shows all incident tickets.
11. What is a Dictionary in ServiceNow?
👉 The Dictionary defines fields, their data types, and attributes for all tables.
12. What are Modules in ServiceNow?
👉 Modules are sub-sections under an application. For example, in the Incident application, modules include “Create New” and “Open.”
13. What is an Update Set?
👉 An Update Set is a container for capturing configuration changes (like forms, scripts, fields) so they can be moved from one instance to another.
14. What is SLA in ServiceNow?
👉 Service Level Agreement (SLA) is a commitment between provider and customer that defines the expected service response or resolution time.
15. What is a Business Rule?
👉 A Business Rule is a server-side script that runs when a record is inserted, updated, deleted, or queried.
16. What are Client Scripts?
👉 Client Scripts are scripts that run in the user’s browser (on the client-side) to manage form fields, validation, and behavior.
17. What is a Workflow in ServiceNow?
👉 A Workflow automates processes like approvals, tasks, and notifications in a visual drag-and-drop editor.
18. What is a GlideRecord in ServiceNow?
👉 GlideRecord is a JavaScript API used on the server-side to query, insert, update, or delete records from ServiceNow tables.
19. What is the difference between UI Policy and Data Policy?
👉 UI Policy – Applies rules on the client-side (browser).
👉 Data Policy – Ensures data consistency at the server-side (database level).
20. What is a Knowledge Base in ServiceNow?
👉 The Knowledge Base stores articles, FAQs, and solutions that users can access for self-service support.
21. What is a Role in ServiceNow?
👉 A Role defines permissions for users to access applications and modules. Example: itil role for ITIL users.
22. What is a Group in ServiceNow?
👉 A Group is a collection of users who perform a similar function (like Service Desk Team). Incidents and tasks can be assigned to groups.
23. What is a User in ServiceNow?
👉 A User is any individual who uses ServiceNow (employee, customer, or admin). User records are stored in the sys_user table.
24. What is the difference between Service Portal and Service Catalog?
👉 Service Portal – A modern, user-friendly interface for end users.
👉 Service Catalog – A list of available services (often shown inside the portal).
25. What is a Report in ServiceNow?
👉 A Report visually represents data (tables, charts, graphs) to analyze performance and track metrics.
26. What is the difference between Client Script and Business Rule?
👉 Client Script runs in the browser (client-side).
👉 Business Rule runs on the server-side.
27. What is an Application in ServiceNow?
👉 An Application is a collection of modules and tables designed for a specific process, like Incident, Change, or HR.
28. What is ServiceNow ITSM?
👉 ITSM (IT Service Management) in ServiceNow helps manage Incidents, Problems, Changes, and Requests.
29. What are ACLs in ServiceNow?
👉 Access Control Lists (ACLs) define who can access which data (read, write, create, delete permissions).
30. What is the difference between a Task and an Incident?
👉 Task is a generic table for work items.
👉 Incident is a specific type of task related to service disruptions.
ServiceNow Intermediate Level Interview Questions & Answers
1. What are Catalog Items in ServiceNow?
👉 Catalog Items are service request forms in the Service Catalog, like requesting a laptop or new software.
2. What is a Record Producer?
👉 A Record Producer is a type of catalog item that allows users to create records in any table (e.g., submit an Incident from the catalog).
3. What is a Variable Set?
👉 A Variable Set is a reusable collection of variables that can be applied to multiple catalog items.
4. What is an Update Set?
👉 An Update Set is a container used to capture configuration changes so they can be migrated from one ServiceNow instance to another.
5. What is the purpose of a Transform Map?
👉 A Transform Map defines how fields in an Import Set map to fields in a target table during data import.
6. What are Coalesce fields in Transform Maps?
👉 Coalesce fields decide whether to update an existing record or insert a new one when importing data.
7. What is a Data Source?
👉 A Data Source defines the origin of imported data (CSV, Excel, JDBC, LDAP, etc.).
8. What is Flow Designer in ServiceNow?
👉 Flow Designer is a no-code automation tool that allows you to create and manage workflows using triggers, actions, and conditions.
9. What are Business Rules?
👉 Business Rules are server-side scripts that run when records are inserted, updated, deleted, or queried.
10. What is the difference between Before and After Business Rules?
👉 Before: Executes before the record is saved.
👉 After: Executes after the record is saved.
11. What is a Script Include?
👉 A Script Include is reusable server-side code that can be invoked by Business Rules, Workflows, or APIs.
12. What is GlideAjax used for?
👉 GlideAjax allows client-side scripts to call server-side Script Includes asynchronously without reloading the page.
13. What is an Import Set?
👉 An Import Set is a staging table that stores imported data before it’s transformed into a target table.
14. What are Scheduled Jobs?
👉 Scheduled Jobs are automated tasks or scripts that run at specified times or intervals.
15. What is the difference between a Report and a Dashboard?
👉 Report: Displays data in a chart or table.
👉 Dashboard: A collection of multiple reports and widgets in one view.
16. What are Gauges in ServiceNow?
👉 Gauges are live visualizations of reports that can be placed on homepages.
17. What is SLA in ServiceNow?
👉 An SLA (Service Level Agreement) defines the expected response or resolution time for a service.
18. What is OLA in ServiceNow?
👉 An OLA (Operational Level Agreement) defines internal support agreements between teams within the same organization.
19. What is Discovery in ServiceNow?
👉 Discovery automatically identifies devices, applications, and relationships on the network and updates the CMDB.
20. What is Service Mapping?
👉 Service Mapping identifies and visualizes IT components and how they support business services.
21. What is Orchestration in ServiceNow?
👉 Orchestration extends workflows to automate external systems, like Active Directory password resets or server restarts.
22. What is an Inbound Integration?
👉 Inbound Integration brings data into ServiceNow from external systems (e.g., emails, REST API calls).
23. What is an Outbound Integration?
👉 Outbound Integration sends data from ServiceNow to external systems (e.g., pushing records to another tool).
24. What are Integration methods in ServiceNow?
👉 Common methods are REST, SOAP, JDBC, LDAP, and Import Sets.
25. What is Application Scope?
👉 Application Scope defines boundaries for applications, ensuring scripts and tables don’t conflict with other applications.
26. What are UI Actions?
👉 UI Actions add buttons, links, or context menu items that perform specific actions like Save, Update, or Resolve.
27. What is a Dictionary Override?
👉 A Dictionary Override allows modifying field properties in extended tables without changing the parent table.
28. What is g_form in ServiceNow?
👉 g_form is a client-side API that controls form fields, such as setting values, making fields mandatory, or hiding/showing fields.
29. What is g_user in ServiceNow?
👉 g_user is a client-side API that provides information about the currently logged-in user, such as roles and sys_id.
30. What is the difference between REST and SOAP in ServiceNow?
👉 REST: Lightweight, faster, uses JSON.
👉 SOAP: XML-based, more secure but heavier.
ServiceNow Advanced Level Interview Questions & Answers
1. What is a Script Action in ServiceNow?
👉 A Script Action is server-side script triggered by an event, often used to send custom notifications or perform background operations.
2. What is the difference between Script Include and Business Rule?
👉 Script Include: Reusable server-side function that can be called from anywhere.
👉 Business Rule: Runs automatically when a record is inserted, updated, deleted, or queried.
3. What is the use of GlideRecord?
👉 GlideRecord is a server-side API used to query, insert, update, or delete records in ServiceNow tables.
4. What is GlideAggregate?
👉 GlideAggregate is used to perform database aggregation queries like COUNT, SUM, AVG, MIN, and MAX.
5. What is the difference between GlideRecord and GlideAjax?
👉 GlideRecord: Server-side API for database operations.
👉 GlideAjax: Allows client-side scripts to call server-side code asynchronously.
6. What are Scripted REST APIs?
👉 Scripted REST APIs allow developers to create custom REST endpoints in ServiceNow with server-side logic.
7. What is the difference between Out-of-the-box (OOB) REST APIs and Scripted REST APIs?
👉 OOB REST APIs: Predefined by ServiceNow for standard operations.
👉 Scripted REST APIs: Custom-built to handle unique business logic.
8. What is a Scoped Application in ServiceNow?
👉 Scoped Applications are isolated containers that contain their own tables, scripts, and logic, preventing conflicts with other applications.
9. What are the benefits of Scoped Applications?
👉 Encapsulation of custom logic
👉 Avoids naming conflicts
👉 Easier migration and maintenance
10. What are Domain Separations in ServiceNow?
👉 Domain separation allows partitioning data and processes for different business units within the same instance.
11. What is Performance Analytics in ServiceNow?
👉 Performance Analytics provides KPIs, scorecards, and dashboards to track and improve service delivery over time.
12. What are the main differences between Flow Designer and Workflow Editor?
👉 Flow Designer: Modern, no-code, API-driven automation.
👉 Workflow Editor: Legacy drag-and-drop tool with limited integration support.
13. What is a MID Server in ServiceNow?
👉 A MID (Management, Instrumentation, and Discovery) Server is a lightweight Java application installed in a customer’s network to enable communication between ServiceNow and external systems.
14. What is Discovery using MID Server?
👉 Discovery uses the MID Server to scan networks, identify devices and apps, and update the CMDB.
15. What is Event Management in ServiceNow?
👉 Event Management monitors events from IT infrastructure, correlates them, and creates alerts or incidents automatically.
16. What is the difference between Event and Notification in ServiceNow?
👉 Event: System activity recorded in the Event Queue (e.g., record updated).
👉 Notification: Email or message sent to users, often triggered by events.
17. What is a Scoped Script Include?
👉 A Script Include defined inside a scoped application; only accessible within that scope unless explicitly made global.
18. What is a Scripted Web Service?
👉 A custom-built SOAP or REST service that allows external systems to interact with ServiceNow using custom logic.
19. What is the difference between Data Import using Import Set and Integration using APIs?
👉 Import Set: Used for bulk data upload from files or databases.
👉 APIs: Used for real-time integrations with external systems.
20. What is a Fix Script?
👉 A Fix Script is a server-side script stored in an update set, typically used to correct or clean up data after a deployment.
21. What is a Background Script?
👉 Background Scripts are run from the Scripts – Background module to test and execute server-side code directly in an instance.
22. What is g_scratchpad?
👉 g_scratchpad is a server-to-client variable passing technique, often used with Business Rules and Client Scripts.
23. What are ACLs in ServiceNow?
👉 Access Control Lists (ACLs) define security rules that control user access to records and fields (read, write, create, delete).
24. How do you debug ACLs in ServiceNow?
👉 Enable the Debug Security Rules module to see which ACLs are evaluated and why access is allowed/denied.
25. What is Delegated Development in ServiceNow?
👉 Delegated Development allows admins to assign application development rights to non-admin users securely.
26. What is a Scoped Flow Designer Action?
👉 A Scoped Action is a custom action built in Flow Designer that belongs to a specific application scope.
27. What is the difference between an Event Queue and an Event Log?
👉 Event Queue: Stores pending events.
👉 Event Log: Stores processed or executed events.
28. What are Scripted Scheduled Jobs?
👉 Scripted Scheduled Jobs are automated tasks that run custom server-side scripts at specific times.
29. What is the difference between GlideSystem (gs) and GlideRecord?
👉 GlideSystem (gs): Provides system functions like logging, messages, and session info.
👉 GlideRecord: Provides database operations on tables.
30. How do you improve performance in ServiceNow applications?
👉 Use indexed fields in queries
👉 Avoid unnecessary GlideRecord loops
👉 Use async Business Rules
👉 Optimize client scripts
👉 Minimize DOM manipulations
👉 Use caching where possible