ServiceNow Interview Questions and Answers for 2 years experience

1. What is ServiceNow?

   • Answer: ServiceNow is a cloud-based platform that provides a suite of applications for IT service management (ITSM), customer service management (CSM), human resources (HR), and other enterprise workflows. It's known for its automation capabilities and its ability to streamline business processes.

2. Explain the difference between a Service Catalog and a Catalog Item.

   • Answer: The Service Catalog is the storefront where end-users can browse and request services. A Catalog Item is an individual service offering within the Service Catalog, such as a new laptop or password reset request. The Catalog is the container; the Catalog Items are the contents.

3. What are the different types of ServiceNow tables?

   • Answer: ServiceNow utilizes various table types, including: Standard tables (built-in), Custom tables (user-created), Extended tables (adding fields to existing tables), and related lists (displaying related records).

4. Describe the Incident Management lifecycle in ServiceNow.

   • Answer: The Incident Management lifecycle typically involves these stages: 1. Incident creation, 2. Assignment, 3. Investigation & Diagnosis, 4. Resolution, 5. Closure, and potentially 6. Post-Incident Review.

5. What are the different states of an Incident?

   • Answer: Common incident states include New, In Progress, On Hold, Resolved, Closed, and potentially others depending on customization.

6. Explain the concept of a Knowledge Base in ServiceNow.

   • Answer: The Knowledge Base is a repository of articles and information to help resolve issues and provide self-service capabilities to end-users. It helps reduce repetitive incidents and improve resolution times.

7. What is a Change Management process? Describe the stages.

   • Answer: Change Management is a structured process for managing changes to IT infrastructure or business processes. Stages typically include: 1. Identification, 2. Evaluation, 3. Planning, 4. Approval, 5. Implementation, 6. Review, and 7. Closure.

8. What are the different types of Changes in ServiceNow?

   • Answer: ServiceNow categorizes changes based on risk and impact, commonly including Standard, Normal, and Emergency changes.

9. How do you manage approvals in ServiceNow?

   • Answer: Approvals are managed using approval workflows, which define the approvers, approval process, and routing based on criteria like cost, change type, or other factors.

10. What is a Service Level Agreement (SLA) in ServiceNow?

    • Answer: An SLA defines the agreed-upon service levels between a service provider and a customer. In ServiceNow, SLAs define timeframes for resolving incidents or completing tasks.

11. How do you create a new ServiceNow table?

    • Answer: You create a new table in ServiceNow's table designer, specifying fields, data types, relationships to other tables, and other properties.

12. What is a Business Rule in ServiceNow?

    • Answer: A Business Rule automates actions based on specified conditions. They execute when a record is created, updated, or deleted, allowing for automated updates, validations, or notifications.

13. What is a Client Script in ServiceNow?

    • Answer: A Client Script runs on the client-side browser and interacts with the ServiceNow user interface. It's used for UI enhancements, validations, and dynamic behavior.

14. What is a Script Include in ServiceNow?

    • Answer: A Script Include is a server-side script that encapsulates reusable code. It's used to create functions that can be called from other scripts (like Business Rules or Client Scripts).

15. Explain the difference between a Scheduled Job and a Background Script.

    • Answer: Scheduled Jobs run automatically at predefined times or intervals. Background Scripts run asynchronously and are often used for tasks that are time-consuming or should not block the user interface.

16. What is the GlideRecord object?

    • Answer: GlideRecord is the primary object used for interacting with ServiceNow tables. It allows querying, inserting, updating, and deleting records.

17. How do you perform a query in ServiceNow using GlideRecord?

    • Answer: You use the `addQuery()` method of the GlideRecord object to specify query criteria and then the `query()` method to execute the query.

18. What are some common ServiceNow APIs?

    • Answer: ServiceNow offers REST APIs for interacting with its data and functionality programmatically. Specific APIs vary based on the module.

19. How do you handle error handling in ServiceNow scripts?

    • Answer: Use `try...catch` blocks to handle potential exceptions and prevent script failures. Log errors using `gs.log()` for debugging.

20. What is a Flow Designer in ServiceNow?

    • Answer: Flow Designer is a low-code/no-code tool for building automated workflows. It allows for visual creation of workflows without extensive scripting.

21. What are UI Actions in ServiceNow?

    • Answer: UI Actions are buttons or links on ServiceNow forms that trigger actions, such as opening a related list, running a script, or performing other functions.

22. What is a UI Page in ServiceNow?

    • Answer: A UI Page is a custom webpage in ServiceNow that can be used to create custom interfaces, portals, or dashboards.

23. What is a Catalog Client Script?

    • Answer: A Catalog Client Script runs on the client side when a catalog item is viewed or submitted. It's used for validations, variable manipulation, and dynamic form behavior.

24. What is a Catalog UI Policy?

    • Answer: A Catalog UI Policy controls the visibility and accessibility of fields on catalog item forms based on specified conditions.

25. How do you implement role-based access control (RBAC) in ServiceNow?

    • Answer: RBAC is implemented using roles and assigning those roles to users, granting access to specific tables, records, or features based on the role's permissions.

26. What are some best practices for ServiceNow development?

    • Answer: Best practices include using version control (like Git), writing modular and reusable code, following coding standards, thorough testing, and leveraging ServiceNow's built-in features before custom development.

27. Explain the concept of a scoped application in ServiceNow.

    • Answer: Scoped applications are self-contained units of functionality, helping to organize code and prevent naming conflicts. They enhance maintainability and reusability.

28. What are some common ServiceNow integrations?

    • Answer: Common integrations include integrations with other enterprise systems (e.g., Active Directory, LDAP), email systems, and other cloud services using REST APIs, web services, or other methods.

29. How do you debug ServiceNow scripts?

    • Answer: Use `gs.log()` statements to output values and track execution flow. Utilize ServiceNow's script debugger for step-by-step execution and variable inspection.

30. What is the purpose of the 'gs' object in ServiceNow scripts?

    • Answer: The `gs` object (global scope) provides access to various ServiceNow functions, such as logging, database interactions, and other utility methods.

31. What is a transform map in ServiceNow?

    • Answer: A transform map is used to map data from one source to another, often used in data migrations or integrations. It defines how fields from one table should be transformed and mapped to fields in another table.

32. How do you handle large data imports into ServiceNow?

    • Answer: Use the Import Set feature and potentially leverage transform maps, background scripts, and scheduled jobs to handle large data imports efficiently without impacting performance.

33. Describe your experience with ServiceNow's reporting and analytics capabilities.

    • Answer: [Describe your experience, mentioning specific reports, dashboards, or analytics tools used, e.g., Performance Analytics, Reporting, dashboards created etc.]

34. What are some performance tuning techniques in ServiceNow?

    • Answer: Techniques include optimizing queries (using GlideRecord efficiently), minimizing script execution time, using appropriate indexes, and leveraging ServiceNow's built-in performance tools for analysis.

35. How do you manage different versions of your ServiceNow code?

    • Answer: Use version control systems like Git for managing code changes, allowing for branching, merging, and rollback capabilities. This is crucial for collaboration and managing updates.

36. Describe your experience working with the ServiceNow community.

    • Answer: [Describe your experience with the ServiceNow community – forums, blogs, developer sites etc.]

37. What are some common challenges you've faced while working with ServiceNow? How did you overcome them?

    • Answer: [Describe specific challenges encountered and solutions implemented, showing problem-solving skills.]

38. Explain your understanding of ServiceNow's security features.

    • Answer: [Discuss ServiceNow's security features including RBAC, access control lists, encryption, auditing, and other security mechanisms.]

39. What is your experience with ServiceNow's update process?

    • Answer: [Discuss experience with ServiceNow's upgrade process, including testing, patching, and managing the update lifecycle.]

40. How do you stay updated with the latest ServiceNow features and best practices?

    • Answer: [Describe methods for staying updated: ServiceNow documentation, community forums, training, blogs, certifications etc.]

41. What are your career goals related to ServiceNow?

    • Answer: [Clearly articulate career goals, showing ambition and future plans within ServiceNow.]

42. Describe a situation where you had to troubleshoot a complex ServiceNow issue.

    • Answer: [Detail a specific challenging situation, outlining the problem, steps taken for resolution, and the outcome.]

43. How do you handle conflicting priorities in a fast-paced ServiceNow environment?

    • Answer: [Describe your approach to prioritization, using examples and highlighting skills like time management and organization.]

44. Describe your experience working in an Agile environment within ServiceNow development.

    • Answer: [Describe your experience with Agile methodologies like Scrum or Kanban, if applicable.]

45. What is your experience with different ServiceNow modules (e.g., ITSM, CSM, HR)?

    • Answer: [Detail experience with different modules, outlining specific tasks and responsibilities.]

46. How familiar are you with ServiceNow's mobile capabilities?

    • Answer: [Discuss familiarity with ServiceNow mobile app and its functionalities.]

47. What are your preferred methods for documenting ServiceNow processes and configurations?

    • Answer: [Explain methods used, highlighting best practices such as diagrams, documentation tools, and clear written descriptions.]

48. Describe your experience with ServiceNow's integration with other platforms.

    • Answer: [Describe specific integrations and technologies used (e.g., REST APIs, SOAP, middleware).]

49. What is your understanding of ServiceNow's platform architecture?

    • Answer: [Describe understanding of the platform architecture, including instance types, high-availability, and scalability.]

50. What is your experience with ServiceNow's automated testing capabilities?

    • Answer: [Discuss experience with automated testing, such as unit testing, integration testing, and performance testing, if any.]

51. Explain your understanding of ServiceNow's upgrade process and best practices.

    • Answer: [Discuss your knowledge of the upgrade process, including pre-upgrade steps, testing, post-upgrade validation, and rollback procedures.]

52. Describe a situation where you had to work with a cross-functional team in ServiceNow.

    • Answer: [Describe a specific scenario, highlighting collaboration, communication, and problem-solving skills.]

53. How do you ensure data quality in ServiceNow?

    • Answer: [Discuss methods for maintaining data quality, including data validation, data cleansing, and regular data audits.]

54. What is your experience with ServiceNow's performance analytics?

    • Answer: [Discuss your experience with Performance Analytics, including creating dashboards, reports, and analyzing key performance indicators.]

55. How do you handle unexpected issues or outages in ServiceNow?

    • Answer: [Describe your approach to incident management, including escalation procedures, communication, and problem resolution.]

56. What is your experience with ServiceNow's DevOps capabilities?

    • Answer: [Discuss experience with DevOps practices in ServiceNow, including continuous integration and continuous delivery (CI/CD).]

57. How familiar are you with ServiceNow's governance and compliance features?

    • Answer: [Discuss knowledge of ServiceNow's compliance and governance features, such as audit trails, access control, and security policies.]

58. Describe your experience using ServiceNow's application lifecycle management (ALM) features.

    • Answer: [Discuss experience using ALM features for application development, deployment, and management within ServiceNow.]

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