servicenow interview questions

ServiceNow interview questions

What is ServiceNow?

ServiceNow is a cloud-based software platform that offers a range of IT management services and tools, including IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). ServiceNow is designed to help businesses streamline their IT operations, improve their workflows, and provide better services to their customers and employees.

Its uses given below:

ServiceNow is used by a wide range of industries, including healthcare, finance, education, government, and telecommunications. Its users typically include IT professionals, service desk agents, and business analysts who are responsible for managing and optimizing IT services within their organizations.

ServiceNow Interview Types:

The interview process for ServiceNow jobs can vary depending on the position and company you’re applying to. However, here are some common types of interviews that you might encounter:

Phone screen: This is usually the first step in the interview process, where a recruiter or hiring manager will call you to discuss your experience and qualifications. They may also ask some basic technical questions to gauge your knowledge of ServiceNow.

Technical interview: This type of interview is typically conducted by a senior ServiceNow developer or architect. They will ask you specific technical questions related to ServiceNow development, such as your experience with creating workflows, business rules, and scripts.

Behavioural interview: This type of interview is designed to assess your personality, work style, and communication skills. You’ll be asked questions about your past experiences and how you’ve handled various situations in the workplace.

Panel interview: This type of interview is conducted by a group of people, usually including a hiring manager, team members, and possibly senior leaders. The purpose is to get a more well-rounded assessment of your skills and fit within the company.

Case study interview: This type of interview is becoming more common in the ServiceNow space. You’ll be given a hypothetical scenario and asked to demonstrate how you would use ServiceNow to solve the problem.

Overall, the interview process for ServiceNow positions can be rigorous, so it’s important to prepare thoroughly and be ready to demonstrate your skills and knowledge.

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ServiceNow Interview Questions:

What is ServiceNow, and how does it differ from other ITSM tools in the market?

Answer: ServiceNow is a cloud-based ITSM platform that offers a suite of tools for managing IT services. It differs from other ITSM tools in the market by providing a single platform for all IT services, including IT operations, IT business management, and IT service delivery.

What are the main components of the ServiceNow platform, and how are they used?

Answer: The main components of the ServiceNow platform are:

• Service Catalog: used for requesting and provisioning services
• Incident Management: used for tracking and resolving incidents
• Change Management: used for tracking and managing changes to IT services
• Problem Management: used for identifying and resolving problems
• Configuration Management Database (CMDB): used for managing IT assets and their relationships
• Service Level Management: used for defining and tracking service level agreements (SLAs)
• Knowledge Management: used for managing knowledge articles and documentation
• Reporting and Analytics: used for analysing and reporting on ITSM data

Can you explain the ServiceNow Service Catalog and how it is used?

Answer: The ServiceNow Service Catalog is a self-service portal that enables users to request IT services. It provides an interface for users to browse available services, submit requests, and track the status of their requests. Service Catalog administrators can manage service offerings, define workflows, and set up approvals.

How do you configure ServiceNow to integrate with other tools and systems?

Answer: ServiceNow can be configured to integrate with other tools and systems using a variety of methods, including web services, REST APIs, and email notifications. Integration can be set up using ServiceNow’s Integration Hub or custom-built integrations.

What is ServiceNow’s CMDB, and how does it work?

Answer: ServiceNow’s CMDB is a database that stores information about IT assets and their relationships. It provides a single source of truth for IT assets, allowing IT teams to track and manage assets throughout their lifecycle. The CMDB can be populated manually or automatically through discovery tools.

Can you describe how ServiceNow’s Incident Management process works?

Answer: ServiceNow’s Incident Management process involves the following steps:

• Incident identification and logging
• Categorization and prioritization
• Initial diagnosis and investigation
• Escalation and assignment
• Resolution and closure
• Incident review and analysis

How do you configure ServiceNow to automate IT processes?

Answer: ServiceNow can be configured to automate IT processes using the Workflow Editor, which allows administrators to create workflows that automate tasks and approvals. Workflows can be triggered by events such as the creation of an incident or the approval of a change request.

What is ServiceNow’s Change Management process, and how is it used?

Answer: ServiceNow’s Change Management process is used for tracking and managing changes to IT services. The process involves the following steps:

• Change request submission and approval
• Planning and scheduling
• Change implementation and testing

Change review and closure Change Management helps ensure that changes are implemented in a controlled and consistent manner.

How do you create custom applications in ServiceNow?

Answer: Custom applications can be created in ServiceNow using the App Creator or Studio tools. App Creator allows administrators to create simple applications with pre-built templates, while Studio allows for more complex application development with the ability to write custom code.

How does ServiceNow’s Knowledge Management module work?

Answer: ServiceNow’s Knowledge Management module allows organizations to manage knowledge articles and documentation. It provides a central repository for knowledge articles, with the ability to categorize.

What is ServiceNow?

Answer: ServiceNow is a cloud-based platform that provides IT Service Management (ITSM) solutions for organizations. It enables organizations to manage IT services, automate workflows, and improve service delivery.

What are the key features of ServiceNow?

Answer: The key features of ServiceNow include Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, and Knowledge Management.

What are the benefits of using ServiceNow?

Answer: The benefits of using ServiceNow include improved efficiency, increased productivity, reduced costs, better visibility into service performance, and enhanced customer satisfaction.

How is ServiceNow different from other ITSM tools?

Answer: ServiceNow is different from other ITSM tools in several ways. It is a cloud-based platform that offers a wide range of features and capabilities, including ITSM, IT Operations Management (ITOM), and IT Business Management (ITBM). It is also highly configurable, enabling organizations to tailor it to their specific needs.

What is the process for implementing ServiceNow?

Answer: The process for implementing ServiceNow typically involves four phases: Discovery, Design, Development, and Deployment. During these phases, organizations work with ServiceNow consultants to define requirements, configure the platform, develop workflows, and test and deploy the solution.

What are the different modules available in ServiceNow?

Answer: ServiceNow offers a wide range of modules, including Incident Management, Problem Management, Change Management, Service Catalog, Service Level Management, Knowledge Management, Asset Management, Configuration Management, and Service Portal.

What is the difference between an incident and a problem in ServiceNow?

Answer: An incident is an unplanned interruption to a service or a reduction in the quality of a service, while a problem is the underlying cause of one or more incidents.

What is a service catalog in ServiceNow?

Answer: A service catalog is a list of services that an organization provides to its users. It provides a centralized location for users to request services and allows organizations to manage the request fulfilment process.

What is a CMDB in ServiceNow?

Answer: A Configuration Management Database (CMDB) is a database that contains information about the configuration items (CIs) in an organization’s IT environment. It helps organizations manage their IT assets and relationships between CIs.

What is the ServiceNow Knowledge Base?

Answer: The ServiceNow Knowledge Base is a centralized repository of information that contains articles, documents, and other resources that provide information and guidance to users.

How does ServiceNow integrate with other systems?

Answer: ServiceNow offers a wide range of integration options, including APIs, web services, and third-party integrations. It also offers integration with popular tools such as Microsoft Office 365 and Salesforce.

What is the difference between a request and an incident in ServiceNow?

Answer: A request is a formal request for a service or information, while an incident is an unplanned interruption to a service or a reduction in the quality of a service.

What is the ServiceNow Service Portal?

Answer: The ServiceNow Service Portal is a web-based interface that provides users with a single point of access to all of the services and information they need. It enables users to submit and track requests, search the knowledge base, and access other resources.

What is ServiceNow Discovery?

Answer: ServiceNow Discovery is a module that enables organizations to automatically discover and map their IT infrastructure. It helps organizations maintain an up-to-date inventory of their IT assets.

What is the difference between a change request and a change record in ServiceNow?

Answer: A change request is a formal request for a change to be made to a service or a system, while a change record is a record of the actual change that was made.

What is the difference between a task and an incident in ServiceNow?

Answer: A task is a work item that is created as part of a larger process, while an incident is an unplanned interruption to a service.

How do you integrate ServiceNow with other applications?

Answer: ServiceNow can be integrated with other applications using APIs, web services, or MID servers.

What is the difference between an UI policy and a client script in ServiceNow?

Answer: A UI policy is used to control the behaviour of fields on a form, while a client script is used to execute JavaScript code when a form is loaded or submitted.

What is the difference between a catalog item and a record producer in ServiceNow?

Answer: A catalog item is a pre-defined service or product that can be ordered through the Service Catalog, while a record producer allows users to create new records in a table.

What is a glide record in ServiceNow?

Answer: A glide record is a JavaScript object that provides access to records in a ServiceNow table

How do you create a custom table in ServiceNow?

Answer: To create a custom table in ServiceNow, navigate to the System Definition > Tables module, and click on New. From there, you can specify the table’s name, label, and other properties.

What is the difference between an inbound and outbound REST message in ServiceNow?

Answer: An inbound REST message is used to receive data from an external system, while an outbound REST message is used to send data to an external system.

How do you create a business rule in ServiceNow?

Answer: To create a business rule in ServiceNow, navigate to the Business Rules module, and click on New. From there, you can specify the conditions that trigger the rule, as well as the actions that the rule should perform.

What is the difference between a global UI script and a scoped UI script in ServiceNow?

Answer: A global UI script is accessible from any scope in ServiceNow, while a scoped UI script is only accessible from the scope in which it is defined.

How do you configure a notification in ServiceNow?

Answer: To configure a notification in ServiceNow, navigate to the Notifications module, and click on New. From there, you can specify the conditions that trigger the notification, as well as the users or groups that should receive it.

What is the difference between a UI Policy and a UI Action?

Answer: I Policies control the behaviour of form fields and related elements based on user input or other conditions, while UI Actions enable users to perform actions such as submitting a form or opening a related record.

How do you prevent memory leaks in ServiceNow?

Answer: Memory leaks can be prevented by regularly clearing out unused data from memory, such as clearing out cache and garbage collection.

What is the difference between a Glide Record and a Glide Aggregate?

Answer: A Glide Record is used for basic queries and updates to a single table, while a Glide Aggregate is used for more complex queries that involve grouping, sorting, and aggregating data from multiple tables.

How do you create a custom widget in ServiceNow?

Answer: To create a custom widget in ServiceNow, you need to define the widget in an XML file, create the JavaScript code to render the widget, and then add the widget to a page.

How do you troubleshoot a workflow that is not executing as expected?

Answer: To troubleshoot a workflow that is not executing as expected, you can check the workflow logs, verify that the workflow has been activated, check the conditions and transitions in the workflow, and verify that the workflow is assigned to the correct user or group.

What is the difference between a reference field and a reference qualifier in ServiceNow?

Answer: A reference field is used to reference data from another table, while a reference qualifier is used to filter the data that is displayed in a reference field.

How do you set up a table hierarchy in ServiceNow?

Answer: To set up a table hierarchy in ServiceNow, you need to create a new table that extends an existing table, and then define the relationships between the two tables.

What is the difference between a client script and a business rule in ServiceNow?

Answer: A client script runs on the client side and can modify the behaviour of a form or related element, while a business rule runs on the server side and can be used to enforce business logic or perform data validation.

How do you configure ServiceNow to use LDAP authentication?

Answer: To configure ServiceNow to use LDAP authentication, you need to set up an LDAP server connection, configure the LDAP authentication source, and then map LDAP attributes to ServiceNow fields.

How do you create a script include in ServiceNow?

Answer: To create a script, include in ServiceNow, you need to define the script in a JavaScript file, add the file to the ServiceNow instance, and then create a new script include record and specify the name, scope, and script file for the script include.

ServiceNow interview questions for fresher:

What is ServiceNow?

Answer: ServiceNow is a cloud-based IT service management (ITSM) platform that provides a single system of record for IT services, operations, and business management. It helps organizations to streamline their processes and automate workflows.

What is the difference between a task and an incident in ServiceNow?

Answer: A task is a single unit of work that needs to be completed, whereas an incident is a broader term used to describe any unplanned interruption to an IT service.

How do you define a Service Catalog in ServiceNow?

Answer: A Service Catalog is a collection of services that are offered by an organization to its employees or customers. It provides a self-service portal where users can request services, track their requests, and view service status.

What is a Business Rule in ServiceNow?

Answer: A Business Rule is a server-side script that runs when a record is inserted, updated, or deleted. It helps to enforce data integrity, automate tasks, and enforce compliance policies.

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

Answer: A Service Level Agreement (SLA) is an agreement between an IT service provider and its customers that defines the level of service that will be provided. It sets expectations for service availability, response times, and resolution times.

What is a ServiceNow workflow?

Answer: A ServiceNow workflow is a series of activities that are performed in a predefined order to achieve a specific business goal. It helps to automate complex business processes and ensure consistency in service delivery.

What is an ACL in ServiceNow?

Answer: An Access Control List (ACL) is a set of rules that determine what records or fields a user can access in ServiceNow. It helps to enforce security policies and ensure data confidentiality.

What is a UI Policy in ServiceNow?

Answer: A UI Policy is a set of rules that control the behaviour and visibility of form fields in ServiceNow. It helps to customize the user interface and simplify data entry for users.

How do you create a new module in ServiceNow?

Answer: To create a new module in ServiceNow, you need to define a new table, create a new form, and create a new list. You can use the ServiceNow Studio or the application navigator to perform these tasks.

How do you troubleshoot an issue in ServiceNow?

Answer: To troubleshoot an issue in ServiceNow, you need to first identify the problem, gather relevant information, and perform a root cause analysis. You can use ServiceNow’s built-in debugging tools, such as the system log or the browser developer tools, to help you diagnose the problem. You can also search the ServiceNow community or contact ServiceNow support for help.

Hopefully these questions are really helps you!

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