Introduction
ServiceNow is one of the most powerful cloud-based platforms used for IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM). Many companies rely on it to automate workflows, improve productivity, and streamline IT processes.
If you are preparing for a ServiceNow interview, this guide will help you understand important topics — from basic concepts for freshers to advanced scenarios for experienced professionals.
Let’s get started!
🟢 ServiceNow Interview Questions for Freshers
1. What is ServiceNow?
Answer:
ServiceNow is a cloud-based platform that helps organizations manage their digital workflows. It provides services like incident management, change management, problem management, and more. It’s mainly used for IT Service Management (ITSM), but it also supports HR, customer service, and operations automation.
2. What are the main features of ServiceNow?
Answer:
Some key features of ServiceNow include:
- Cloud-based and easily scalable
- Real-time analytics and reporting
- Powerful workflow automation
- Integration with other tools
- User-friendly interface
- Role-based access and security
3. What is a Table in ServiceNow?
Answer:
A table in ServiceNow is like a database table that stores data. Every record in ServiceNow (like an incident or problem) is stored in a table. For example:
- Incident → stores incident records
- User → stores user information
- CMDB_CI → stores configuration items
4. What is a Record in ServiceNow?
Answer:
A record is a single entry in a table. For example, one incident ticket or one user is a record in its respective table.
5. What is an Incident in ServiceNow?
Answer:
An incident represents an unplanned interruption to an IT service. The main goal of incident management is to restore normal service as quickly as possible.
6. What is a Problem in ServiceNow?
Answer:
A problem is the root cause of one or more incidents. Problem management focuses on identifying and removing the cause of incidents permanently.
7. What is a Change Request?
Answer:
A change request is a formal proposal for modifying any component in the IT environment — such as software, hardware, or configuration settings — with minimal risk.
8. What is CMDB in ServiceNow?
Answer:
CMDB (Configuration Management Database) is a centralized repository that stores information about configuration items (CIs) like servers, applications, and network devices. It helps understand the relationship between IT assets and services.
9. What is a Business Rule?
Answer:
A Business Rule is a piece of server-side script that runs automatically when records are inserted, updated, deleted, or queried.
Example: Automatically assign an incident to a specific group based on the category.
10. What is a Client Script?
Answer:
A Client Script runs on the user’s browser (client-side) and is used to control the form behavior.
Example: Making a field mandatory or hiding a field when a form loads.
11. Types of Client Scripts
Answer:
- onLoad() – runs when the form loads
- onChange() – runs when a field value changes
- onSubmit() – runs when a form is submitted
- onCellEdit() – runs when a field in a list is edited
12. What is a UI Policy?
Answer:
A UI Policy dynamically changes the behavior of fields on a form. For example, you can make a field mandatory or read-only based on conditions — without using code.
13. What is a UI Action?
Answer:
A UI Action adds buttons, links, or context menu items in forms or lists. Example: “Resolve Incident” button on an incident form.
14. What is a Workflow in ServiceNow?
Answer:
A workflow is a sequence of automated steps that define how a process moves from one state to another. Workflows are used to automate processes like approvals, notifications, and task creation.
15. What is a Script Include?
Answer:
A Script Include is a reusable server-side script that contains functions which can be called from other scripts. It helps in avoiding code repetition.
16. What is a GlideRecord?
Answer:
GlideRecord is a JavaScript class used in ServiceNow to interact with the database.
Example:
var incident = new GlideRecord('incident');
incident.addQuery('priority', 1);
incident.query();
while (incident.next()) {
gs.print(incident.number);
}
17. What are Update Sets?
Answer:
Update Sets are used to capture and move customizations from one ServiceNow instance to another (like from development to testing).
18. What is the difference between UI Policy and Client Script?
Answer:
| Feature | UI Policy | Client Script |
|---|---|---|
| Type | No-code | Code-based |
| Runs | Client-side | Client-side |
| Use | Change field behavior | Perform custom logic |
19. What is the ACL in ServiceNow?
Answer:
ACL (Access Control List) defines security rules that control who can access or modify data in ServiceNow tables and fields.
20. What is a Service Catalog?
Answer:
The Service Catalog is a collection of services that users can request, like password resets, software installations, or hardware requests.
🔵 ServiceNow Interview Questions for Experienced Professionals
21. What is Flow Designer in ServiceNow?
Answer:
Flow Designer is a modern automation tool that allows you to create workflows without writing code. It’s a replacement for traditional workflows, offering an easy drag-and-drop interface.
22. What is Integration in ServiceNow?
Answer:
Integration connects ServiceNow with other systems like Jira, Active Directory, or Salesforce using REST or SOAP APIs.
Example: Automatically creating a Jira ticket when an incident is logged in ServiceNow.
23. Difference between GlideAjax and GlideRecord?
Answer:
- GlideRecord runs on the server side to interact with the database.
- GlideAjax allows client-side scripts to call server-side functions (asynchronously) without reloading the page.
24. What is a Scoped Application?
Answer:
A Scoped Application is an independent module in ServiceNow with its own set of tables, scripts, and configurations, used to prevent naming conflicts and improve security.
25. How do you debug in ServiceNow?
Answer:
You can use:
- gs.log() or gs.info() for server logs
- console.log() for client-side logs
- Script Debugger to debug Business Rules
- Background Script for testing GlideRecord queries
26. What is a Dictionary Entry?
Answer:
A Dictionary Entry defines the structure and behavior of a table’s field — including its type, default value, and attributes.
27. What is a Transform Map?
Answer:
A Transform Map helps import data into ServiceNow from external sources. It maps the source data fields to target table fields.
28. What is a Data Policy?
Answer:
A Data Policy enforces data consistency on both UI and web services. Unlike UI Policy, Data Policy works even when data is imported through scripts or integrations.
29. What is the difference between Business Rule and Script Include?
Answer:
- Business Rule: Runs automatically when a record is inserted, updated, or deleted.
- Script Include: Reusable server-side script that must be called manually from other scripts.
30. What are Scheduled Jobs?
Answer:
Scheduled Jobs (Scheduled Scripts) are used to run background tasks automatically at specific times — for example, sending reports or cleaning up old records.
31. What are Notifications in ServiceNow?
Answer:
Notifications are automated emails or messages sent to users when certain conditions are met — like when an incident is assigned or resolved.
32. What is a Catalog Item?
Answer:
A Catalog Item is an individual service in the Service Catalog that users can request — such as “Request a Laptop” or “Password Reset”.
33. What is a MID Server?
Answer:
A MID Server (Management, Instrumentation, and Discovery Server) acts as a bridge between ServiceNow and external systems or networks for integrations, discovery, and orchestration.
34. What are the different types of tables in ServiceNow?
Answer:
- Base Table – Main table (e.g., Task, CMDB_CI)
- Extended Table – Inherits from base table (e.g., Incident extends Task)
- Custom Table – Created by users for custom applications
35. What is ServiceNow Discovery?
Answer:
Discovery automatically identifies and maps all devices and applications in your network to the CMDB, helping maintain an updated inventory.
36. What is Orchestration in ServiceNow?
Answer:
Orchestration automates external systems and processes — like running scripts on remote servers or resetting passwords in Active Directory.
37. What is a Scoped Script Include?
Answer:
A Scoped Script Include is defined within an application scope and can be accessed only by scripts in the same scope unless made global.
38. How does ServiceNow ensure data security?
Answer:
Through:
- ACL rules
- Role-based access control (RBAC)
- Encryption at rest
- Secure APIs and SSL communication
39. What is Domain Separation?
Answer:
Domain Separation allows multiple clients or business units to share a single ServiceNow instance while keeping their data and processes separate.
40. How do you migrate changes between instances?
Answer:
Using Update Sets or Application Repository. Update Sets capture configuration changes and can be moved across environments.
41. What scripting languages does ServiceNow use?
Answer:
ServiceNow uses JavaScript for both client-side and server-side scripting.
42. How can you improve performance in ServiceNow?
Answer:
- Avoid unnecessary scripts and queries
- Use indexed fields
- Optimize GlideRecord loops
- Use caching and limit data retrieval
43. What is Service Portal?
Answer:
Service Portal provides a user-friendly front-end interface for end users to interact with ServiceNow services using widgets and themes.
44. What is an Application Navigator?
Answer:
The Application Navigator is the left-side menu in ServiceNow used to search and access different modules, tables, and applications.
45. What are SLA, OLA, and Underpinning Contracts?
Answer:
- SLA (Service Level Agreement): Defines the level of service between provider and user.
- OLA (Operational Level Agreement): Agreement between internal teams.
- Underpinning Contract: Contract with external vendors supporting SLAs.
🟣 Bonus Tips for Interview
- Understand the ITIL processes – Incident, Problem, Change, and Request Management.
- Practice GlideRecord queries and basic scripting.
- Learn Flow Designer and IntegrationHub basics.
- Be ready to explain real-world examples of workflows or automations you’ve built.
- Review ServiceNow documentation for the latest updates.
Conclusion
ServiceNow is a rapidly growing platform, and companies need professionals who can automate and optimize business workflows. Whether you’re a fresher learning the basics or an experienced developer handling integrations, mastering these concepts can help you crack interviews confidently.
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