ServiceNow Interview Questions and Answers for freshers

1. What is ServiceNow?

   • Answer: ServiceNow is a cloud-based platform that helps companies manage and automate their IT and business workflows. It uses a single system of record to streamline processes like IT service management (ITSM), customer service management (CSM), human resources (HR), and security operations.

2. Explain the different modules available in ServiceNow.

   • Answer: ServiceNow offers a wide range of modules, including ITSM (Incident, Problem, Change, Request Management), CSM (Case Management), HR Service Delivery, Security Operations, Project Portfolio Management, IT Operations Management (ITOM), and more. Each module focuses on a specific area of business operations.

3. What is the difference between an incident and a problem in ITSM?

   • Answer: An incident is a disruption to a service, while a problem is the underlying cause of one or more incidents. Incidents are resolved, while problems are solved to prevent future incidents.

4. Describe the change management process in ServiceNow.

   • Answer: The change management process typically involves planning, building, testing, implementing, and reviewing changes to IT infrastructure or services. ServiceNow helps automate and track these stages, ensuring changes are properly authorized and documented.

5. What is a Knowledge Base in ServiceNow, and how is it beneficial?

   • Answer: The Knowledge Base is a repository of articles and solutions to common issues. It helps reduce the number of repeated incidents and improves self-service capabilities for users.

6. What are Service Catalogs in ServiceNow?

   • Answer: Service Catalogs are self-service portals where users can request IT services or other business services. They offer a standardized way to access and manage services.

7. Explain the concept of workflows in ServiceNow.

   • Answer: Workflows automate the routing and processing of tasks within ServiceNow. They define the steps and approvals needed for various processes, improving efficiency and consistency.

8. What are some common ServiceNow roles and responsibilities?

   • Answer: Common roles include ServiceNow Administrator, Developer, Architect, Analyst, and Business Analyst. Responsibilities vary depending on the role, but often involve configuration, development, testing, and support of ServiceNow instances.

9. What is the difference between a scoped application and a global application in ServiceNow?

   • Answer: Scoped applications are isolated units of code and data, providing better organization and preventing conflicts. Global applications affect the entire instance. Scoped applications are generally preferred for better management and maintainability.

10. How do you create a new table in ServiceNow?

    • Answer: A new table is created using the ServiceNow table creation functionality within the platform's application administration area. You specify fields, data types, and relationships with other tables.

11. What are Business Rules in ServiceNow?

    • Answer: Business rules are automated scripts that run based on certain conditions and events. They're used to automate actions, update fields, and enforce business logic within ServiceNow.

12. What are Client Scripts in ServiceNow?

    • Answer: Client scripts run on the client-side (user's browser) and are used to enhance the user interface, validate data, and provide real-time feedback.

13. What are Script Includes in ServiceNow?

    • Answer: Script Includes are reusable server-side scripts that encapsulate commonly used functions, improving code organization and reusability.

14. What are UI Actions in ServiceNow?

    • Answer: UI Actions add buttons or links to forms, allowing users to perform specific actions. They can trigger scripts, workflows, or other processes.

15. What are UI Pages in ServiceNow?

    • Answer: UI Pages are custom pages that you can create to customize the user interface and present information differently than standard ServiceNow forms.

16. What is GlideRecord in ServiceNow?

    • Answer: GlideRecord is a server-side scripting object used to read, write, update, and delete records in ServiceNow tables.

17. What is GlideAjax in ServiceNow?

    • Answer: GlideAjax is used to make asynchronous calls to the server from client-side scripts, allowing for improved performance and user experience.

18. Explain the concept of a "Record Producer" in ServiceNow.

    • Answer: Record Producers allow users to create records in ServiceNow based on a predefined template. They simplify the creation process and ensure consistency.

19. What is a Scheduled Job in ServiceNow?

    • Answer: Scheduled jobs are server-side scripts that run automatically at specified intervals. They are used for tasks like data cleanup, report generation, and other automated processes.

20. How do you handle errors in ServiceNow scripts?

    • Answer: Error handling in ServiceNow scripts involves using try-catch blocks to catch exceptions and handle errors gracefully. This prevents script failures and provides informative error messages.

21. What is the difference between a 'related list' and a 'linked list' in ServiceNow?

    • Answer: A related list displays records related to the current record based on a table relationship. A linked list allows users to manually link records from different tables.

22. What are the different types of filters available in ServiceNow?

    • Answer: ServiceNow offers various filters, including list filters, advanced filters, and scoped filters. These allow users to refine the data they see based on specific criteria.

23. Explain the concept of "REST APIs" in ServiceNow.

    • Answer: REST APIs allow external systems to interact with ServiceNow by sending and receiving data using HTTP requests. This enables integration with other applications and systems.

24. What is a "Notification" in ServiceNow and how is it used?

    • Answer: Notifications alert users about important events within ServiceNow, such as new incidents, approvals, or updates to records. They can be sent via email, SMS, or other channels.

25. What are some best practices for ServiceNow development?

    • Answer: Best practices include using scoped applications, writing clean and reusable code, using version control, thoroughly testing changes, and following ServiceNow's development guidelines.

26. Describe your experience with any scripting language (e.g., JavaScript, AngularJS).

    • Answer: [This answer should be tailored to the candidate's experience. It should detail specific projects, technologies used, and skills demonstrated.]

27. How familiar are you with the ServiceNow platform's user interface?

    • Answer: [This answer should reflect the candidate's level of familiarity with the UI, mentioning specific features and modules they've used.]

28. How would you approach troubleshooting a problem in ServiceNow?

    • Answer: A systematic approach is key, starting with identifying symptoms, checking logs, reviewing configurations, and seeking help from documentation or colleagues if needed.

29. What is your understanding of ServiceNow's role in digital transformation?

    • Answer: ServiceNow helps automate processes, improve efficiency, and enhance customer experiences, facilitating digital transformation initiatives.

30. Explain your understanding of ITIL framework and its relevance to ServiceNow.

    • Answer: ITIL provides best practices for IT service management. ServiceNow aligns with ITIL principles, providing tools and automation to implement them effectively.

31. What are your strengths and weaknesses?

    • Answer: [This answer should be honest and reflective, focusing on both technical and soft skills. Weaknesses should be framed with a plan for improvement.]

32. Why are you interested in working for [Company Name]?

    • Answer: [This answer should be tailored to the specific company, highlighting aspects of their work culture, values, and projects that resonate with the candidate.]

33. Tell me about a time you faced a challenging technical problem and how you solved it.

    • Answer: [This answer should detail a specific problem, the steps taken to solve it, and the outcome. It should demonstrate problem-solving skills and technical abilities.]

34. Tell me about a time you worked effectively as part of a team.

    • Answer: [This answer should highlight teamwork skills, collaboration, and contributions to a group project.]

35. Where do you see yourself in five years?

    • Answer: [This answer should demonstrate ambition and career goals aligned with the company's opportunities.]

36. What are your salary expectations?

    • Answer: [This answer should be researched and realistic, based on industry standards and the specific role.]

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