ServiceNow Interview Questions and Answers for experienced

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100 ServiceNow Interview Questions and Answers

  1. What are the core components of the ServiceNow platform?

    • Answer: The core components include the Service Catalog, Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, Configuration Management Database (CMDB), and Service Level Management. These modules work together to provide a comprehensive IT service management (ITSM) solution.

  2. Explain the difference between a hard and a soft dependency in ServiceNow.

    • Answer: A hard dependency means that the dependent task cannot start until the prerequisite task is completed. A soft dependency allows the dependent task to start even if the prerequisite task is not complete, but it flags it for attention.

  3. What is the purpose of the Configuration Management Database (CMDB) in ServiceNow?

    • Answer: The CMDB is a repository of all IT assets, their relationships, and their configurations. It provides a single source of truth for IT infrastructure, enabling better problem solving, change management, and asset tracking.

  4. Describe the different types of workflows available in ServiceNow.

    • Answer: ServiceNow offers various workflow types including Business Rules, Client Scripts, Script Includes, Scheduled Jobs, UI Actions, UI Policies, and Flow Designer. Each serves a specific purpose in automating tasks and processes.

  5. How do you handle a critical incident in ServiceNow?

    • Answer: Handling critical incidents involves immediately escalating the issue to the appropriate team, engaging senior management, activating emergency response plans, and implementing workarounds while the root cause is being identified and resolved. Regular updates and communication are crucial.

  6. What is the role of the Service Catalog in ServiceNow?

    • Answer: The Service Catalog acts as a self-service portal for end-users to request IT services and other resources. It streamlines service requests, reduces IT support tickets, and improves overall efficiency.

  7. Explain the concept of Business Rules in ServiceNow.

    • Answer: Business Rules automate actions based on specific conditions within a record. They are used to enforce business logic, automate data updates, and streamline processes without requiring user intervention.

  8. What are UI Policies and how are they used?

    • Answer: UI Policies control the visibility and accessibility of fields on forms based on specific conditions. They are used to simplify forms, improve user experience, and ensure data accuracy.

  9. How do you use ServiceNow's reporting and analytics capabilities?

    • Answer: ServiceNow offers robust reporting and analytics features, including Performance Analytics dashboards, reports, and custom reports built using Report Writer. These tools allow for monitoring key metrics, identifying trends, and improving service delivery.

  10. What are some best practices for designing ServiceNow workflows?

    • Answer: Best practices include keeping workflows simple and modular, using clear naming conventions, incorporating error handling, documenting workflows thoroughly, and testing thoroughly before deployment.

  11. Describe your experience with ServiceNow's REST API.

    • Answer: [Describe your experience with using the REST API to integrate ServiceNow with other systems, including specific examples of integrations and the methods used (GET, POST, PUT, DELETE). Mention any challenges encountered and how they were overcome.]

  12. How do you manage updates and upgrades in ServiceNow?

    • Answer: [Describe your process for managing ServiceNow updates and upgrades, including testing in a development environment, rollback strategies, and communication with stakeholders.]

  13. What is Flow Designer and how does it differ from other workflow tools in ServiceNow?

    • Answer: Flow Designer provides a visual, drag-and-drop interface for creating complex workflows. Unlike scripting-based approaches, it allows for faster development and easier collaboration among developers and business users.

  14. Explain your experience with ServiceNow's security features.

    • Answer: [Describe your experience with managing roles, access control, security policies, and auditing within ServiceNow. Mention any specific security best practices you've implemented.]

  15. How do you troubleshoot issues in ServiceNow?

    • Answer: [Describe your troubleshooting methodology, including using logs, debugging tools, and collaborating with other team members to identify and resolve issues. Mention specific tools or techniques you've used.]

  16. What is the difference between a Catalog Item and a Catalog Task?

    • Answer: A Catalog Item is a service offered through the Service Catalog. A Catalog Task is a sub-task created automatically when a Catalog Item is requested; it represents a specific step in fulfilling the service request.

  17. Explain your experience with ServiceNow's scripting capabilities (e.g., GlideRecord, GlideAjax).

    • Answer: [Provide a detailed explanation of your experience using GlideRecord for database interaction and GlideAjax for asynchronous server-side calls. Include examples of how you've used these in your work.]

  18. How do you ensure data integrity in ServiceNow?

    • Answer: Data integrity is maintained through data validation rules, business rules, UI policies, mandatory fields, and regular data cleansing processes. Proper access control and security measures also contribute to data integrity.

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