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2024’s Top 50 ServiceNow Interview Questions with Answers
ServiceNow, the cloud-based IT Service Management tool, revolutionizes operations with its unified record system. Originally focused on ITSM, ServiceNow now extends its solutions to encompass customer service, security, HR service delivery, IT, and business applications. For those aspiring to join ServiceNow, understanding its recruitment process and common interview questions is key to success. Here’s everything you need to crack the ServiceNow interview Questions and land your dream job.
About ServiceNow
Established by Fred Luddy in 2003 as Glidesoft Inc, ServiceNow initially focused on delivering ITSM services, competing with industry leaders like IBM and HP. Today, ServiceNow has expanded its offerings to include cutting-edge cloud solutions, consolidating all services into a single record system.
ServiceNow’s career policy prioritizes a value-based culture that supports employee well-being, growth, and health. With a focus on fostering a conducive work environment for skill enhancement and performance improvement, ServiceNow is committed to empowering its employees.
Now that you have insight into ServiceNow’s background and offerings, explore the following sections for common interview questions you might encounter when applying for a position with the company.
ServiceNow Recruitment Process
The recruitment process at ServiceNow typically spans three to four weeks. Below are the three key stages of the interview process at ServiceNow:
Phone Screen with Recruiter
At ServiceNow, the first step in the interview process for various job roles involves a telephone interview. This initial stage focuses on fundamental aspects such as the candidate’s background, experience, and basic information.
Technical Interview with Hiring Manager
In every technical position at ServiceNow, there’s a crucial technical interview round. During this phase, the hiring manager poses questions tailored to the concepts and skills essential for the particular job profile.
Onsite Interview
During the onsite interview at ServiceNow, candidates typically undergo four in-person interviews. Each interview session involves 5 to 8 interviewers and lasts approximately 45 minutes to an hour.
Top ServiceNow Interview Questions
We’ll address a comprehensive range of interview questions, spanning from fundamental to advanced levels. To begin, we’ll delve into basic ServiceNow interview questions, followed by the more advanced inquiries.
- Describe the record matching and data lookup functionalities within ServiceNow.
In ServiceNow, features like record matching and data lookup empower users to set field values based on predefined conditions, reducing the reliance on scripting. This simplifies data management by allowing users to specify conditions and fields for streamlined data retrieval. - What does it mean to impersonate a user, and what are its benefits?
Impersonating a user entails granting administrator access to features and data that are typically accessible only to the actual user. This functionality is particularly useful for testing purposes. During impersonation, ServiceNow logs all administrator activities performed while under the guise of the impersonated user. - Detail about client script.
Client scripts operate on the client side within the user’s browser. They are categorized into several types, including OnLoad(), OnChange(), OnSubmit(), and OncellEdit().
- Define record producer.Â
A record producer is a catalog item within the Service Catalog that enables users to create task-based records. It offers an alternative method for generating records directly through the Service Catalog interface. - Name the searching technique used to search a record or text in ServiceNow.
In ServiceNow, Zing is the searching technique that performs all text searches. - What do you understand by HTML Sanitizer?
The HTML Sanitizer is a tool designed to automatically sanitize HTML markup within HTML fields. It serves to safeguard against security vulnerabilities by removing unwanted code. This feature has been active for all instances since the Eureka release.
- Explain BSM Map.
BSM, or Business Service Management, visually represents configuration items, illustrating their status and their role in supporting a business service.
- Define performance analytics.
In ServiceNow, performance analytics is an additional application enabling users to generate time series for any Key Performance Indicator (KPI) and capture data snapshots at regular intervals. - What is the use of a reference qualifier?
It’s employed to limit the selectable data for a reference field. - Differentiate between _next() and next() method.
The next() method shifts the record to the subsequent one in GlideRecord. Similarly, _next() serves the same purpose as next(), primarily used when querying a table with a column named ‘next’. - What is an ‘application’ in ServiceNow?
It is a group of modules that give related information. A change application consists of modules such as create or view change tickets. - What is a business rule?
You create a business rule to determine when and on which action it executes. It involves server-side scripting and triggers when a record is inserted, updated, deleted, or queried. - Who can create or update ACL?
security_admin creates or updates ACL. - What is meant by domain separation?
It is a way to separate data into logically defined domains. It is used to isolate the records of one business from the other. - What is the function of the set workflow(e)?
Setting the ‘e’ parameter in workflow (e) toggles the activation of business rules typically triggered by subsequent actions. If ‘e’ is set to false, an insert/update won’t be audited. Conversely, when ‘e’ is set to true, business rules are enabled. - What are ServiceNow Metrics?
ServiceNow metrics measure and record the workflow of individual records. Metrics allow customers to arm their processes by providing tangible features. - How locked out users trigger inbound email actions?
Add the system property glide.pop3.process_locked_out and set it to true. - How do we get all the active and inactive records from a table?
Use the addActiveQuery() method for active records and addInactiveQuery() for getting inactive records. - Determine if any of the field values in a record has changed.
Use the changes() method to determine if the field value has been changed. - How can an application be enabled or disabled?
Under the system definition application, go to the ‘Application Menus’ module. Open the respective application and set active as accurate to enable or false to disable it. - What is dictionary override in ServiceNow?
Using dictionary override, you can override several field properties in an extended table. For instance, when you extend a changing table from the task table and the status field is read-only, you can use dictionary override to change this to non-read only. - Can client script be used to call a business rule?
A business rule can be called through client script by the use of glideajax. - What do you understand by Gauges?
Gauges are based on a report and can be put on a content page or a homepage. - Are content pages and homepages added to the update sets?
By default, update sets do not include content pages and homepages. The pages must be manually added to the current update set by unloading. - Define CMDB.
The CMDB, or Configuration Management Database, serves as a centralized repository functioning as a data warehouse for IT setups. It contains information regarding a range of IT assets and their descriptive relationships. - What are UI policies in ServiceNow?
UI policies serve as an alternative for client scripts, and when you use UI policies, it allows you to change a field dynamically on a form. - What is an inactivity monitor?
An inactivity monitor triggers an event for a task record inactive for a specific time. The monitor repeats at regular intervals if the task continues to be inactive. - What are glide records?
Gliderecord is a java class utilized for database operations instead of writing SQL queries. - What do you understand by a ‘view’?
The view is used to define the arrangement of fields on a list or a form. We can define multiple views for one single form according to the user requirement. - What is the data policy?
A data policy ensures consistent data enforcement by establishing mandatory states and read-only settings. Similar to UI policies, the main distinction lies in their scope—UI policies apply solely to data on forms received from standard browsers. - What is Import Set?
It is a tool that imports data from various data sources, and that data is mapped into ServiceNow tables using a transform map. - What is the use of the client transaction timings plugin?
The client transaction timings plugin enhances system logs by providing detailed insights into transaction duration between the server and client, facilitating the identification and resolution of issues. - Tell us the significance of the cascade variable check box in the order guide.
Cascade Variable Check Box passes their value to the ordered items. If it is cleared, the variable information entered is not passed on to ordered items. - How to reference the currently active form in the client script?
To reference the currently active form, the g_from object is used. - How is automatic user creation from email enabled?
For this, glide.pop3readerjob.create_caller property needs to be set true in system properties. - How can you create your report?
A report can be created by navigating to reports and then click on ‘Create New.’ - How can an attachment on a specific ServiceNow table be disabled?
Add ‘Add no_attachment’ to the attributes field in the dictionary of that table. - While using ServiceNow, which practices should be followed?Some of the practices are:
- Replace email and spreadsheets with collaborative workspaces
- Automate every organization’s business process
- Â Aim to structure, automate and enhance the workflow
- Develop a modern work environment
- What are the search options in ServiceNow?
The search options are:- Knowledgebase: helps to find knowledge articles
- Lists: used to find records in a list
- Search scenes: custom module created by administrators
- Navigation filter: filters the items in the application navigator
- Global Text Search: helps record in multiple task tables
- Tell the sequence of publishing a knowledge article.
Draft -> Review -> Publish - How can you delete tables in ServiceNow?
Go to ‘Tables and Columns,’ choose ‘delete’ and type the word ‘delete.’ - What is ACL?
ACL or Access Control List is a rule that matches the object and permissions required to access the object. - What is an update set?
An update set comprises customizations that can be transferred from one instance to another. - List workflow activities.
The workflow activities include conditions, approvals, tasks, timers, utilities, and notifications. - What happens when a request is rejected?
When rejecting a request, the system sends a notification and updates the status to “cancelled.” You can manually attach the service catalog workflow, automate it based on conditions, or apply it if no other workflows are in place. - Which is the parent table for the change, incident, and problem?
The task table is the parent table. - What do you understand by sys_id?
The sys_id, a unique 32-character GUID, serves as an identifier for every record created within ServiceNow’s tables. - How can pie chart labels be enabled and disabled?
Set the property glide.ui.chart.pie.tables to true and false, respectively. - What do you understand by Foreign record insert?
When an import changes to a table that is not the target table for that import, a foreign record insert occurs. - What is a ServiceNow dashboard?
The dashboard is a visual collection of paralytics and reports presented as indicator summary tab and KPI scoreboards. - What is Coalesce in ServiceNow?
Coalesce, a field property crucial in transform map field mapping, serves to designate a specific field as a unique key. Upon encountering a match with the coalesce field, the existing record gets updated with the imported data. Conversely, failure to find a match leads to the insertion of a new record into the database.
How to Prepare for ServiceNow Interview
ServiceNow interview questions aim to evaluate candidates’ experience levels. It’s crucial for experienced candidates to thoroughly understand and be able to discuss everything mentioned on their resumes. Conversely, interviews for freshers focus more on testing their grasp of basic concepts. Therefore, candidates preparing for ServiceNow interviews should research the tool extensively, including its capabilities and more.
To excel in the interview, ensure you’re well-versed in various ServiceNow concepts and topics. Given the intensive nature of the ServiceNow interview process, consistent preparation and patience are essential. These ServiceNow Interview Questions will definitely boost your preparation.
ServiceNow Careers
Various departments with distinct job profiles exist at ServiceNow, including:
- Corporate Development and Strategy
- Customer Outcomes
- Customer Training and Certification
- Digital Technology
- Engineering, Infrastructure, and Operations
- Finance and Accounting
- Human Resources
- Information Technology
- Marketing, Communications, and Brand
- Professional Services
- Support and Product Success
- User Experience Design
Tips for Candidates appearing for ServiceNow
To better prepare for answering ServiceNow interview questions, consider the following tips:
- Ensure your responses are clear, concise, and confidently delivered to make a positive impression on recruiters.
- Be completely honest about every aspect of your resume, knowledge, skills, and experience and even if you’re not familiar with certain concepts, present them positively and demonstrate a willingness to learn.
- Use live examples to explain concepts you can showcase your in-depth understanding and practical knowledge. Recruiters value candidates who can apply theoretical concepts in real-world scenarios.
- Understand that the interview process at ServiceNow involves multiple detailed and time-consuming stages. Prepare diligently, stay patient, and maintain consistency throughout the process.
For those looking to enhance their expertise in ServiceNow, Winorbit Learning offers an Advanced ServiceNow Course. This comprehensive program covers advanced concepts and practical applications, equipping participants with the skills needed to excel in ServiceNow roles. With Winorbit Learning’s expert instructors and hands-on approach, you can take your ServiceNow knowledge to the next level and prepare for success in your career journey
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