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100 Servicenow Interview Questions for 3 Years Experience

Hello Everyone, in this post I am sharing Servicenow Interview Questions for 3 Years Experience candidate. For interviews of 3 years, it is expected that the candidate knows the system well and has command over many modules.

It can be asked in Servicenow Interview Questions for 3 Years Experience, Servicenow Interview Questions for 4 Years of Experience, Servicenow Interview Questions for 5 Years Experience,
Servicenow Interview Questions for 6 Years Experience, Servicenow Interview Questions for 7 Years Experience, Servicenow Interview Questions for 2 Years Experience, Servicenow Interview Questions for 1 Years Experience as well.

So, please go over these 100 Servicenow Interview Questions for 3 Years Experience and share it with your friends and colleagues.

What is ServiceNow?

  • ServiceNow is a cloud-based platform that provides IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) solutions.

Explain the different components of ServiceNow.

  • ServiceNow consists of various components including Incident Management, Change Management, Problem Management, Service Catalog, Asset Management, CMDB (Configuration Management Database), etc.

What is the CMDB in ServiceNow?

  • CMDB stands for Configuration Management Database. It is a centralized database that contains information about all the significant assets used in an organization’s IT infrastructure and their relationships.

How do you differentiate between Incident and Problem in ServiceNow?

  • An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. A problem is the underlying cause of one or more incidents.

Explain the role of a ServiceNow Administrator.

  • A ServiceNow Administrator is responsible for configuring, customizing, and maintaining the ServiceNow platform to meet the organization’s needs. This includes managing user access, creating workflows, designing forms, and handling system upgrades.

What is the CMDB in ServiceNow?

  • The Configuration Management Database (CMDB) in ServiceNow is a centralized repository that stores information about all the hardware and software assets in an organization’s IT environment. It helps in understanding the relationships between these assets and managing their configurations

How do you integrate ServiceNow with other systems?

  • ServiceNow provides various integration methods such as web services, REST APIs, MID Servers, and Import Sets to integrate with external systems like LDAP directories, monitoring tools, and HR systems.

What is a Business Rule in ServiceNow?

  • A Business Rule in ServiceNow is a server-side script that executes when a record is inserted, updated, deleted, or displayed. It is used to automate processes, enforce business logic, and perform actions based on certain conditions.

Explain the difference between UI Policies and Client Scripts.

  • UI Policies are used to dynamically change the appearance and behavior of form elements based on predefined conditions, while Client Scripts are used to perform client-side scripting actions like field validation, calculations, and UI customization.

What is a ServiceNow MID Server?

  • A MID Server (Management, Instrumentation, and Discovery Server) is a lightweight Java application installed on a local network to facilitate communication between external systems and the ServiceNow instance, especially in scenarios where direct connectivity is not possible.

How do you handle ServiceNow upgrades in a production environment?

  • ServiceNow provides upgrade preview instances where administrators can test the upgrade process and ensure compatibility with customizations and integrations before applying the upgrade to the production environment

What is ACL (Access Control List) in ServiceNow?

  • ACLs in ServiceNow are rules that control access to tables and fields based on roles, conditions, and scripts. They help enforce security policies and restrict user actions within the platform.

Explain the difference between a Catalog Item and a Record Producer.

  • A Catalog Item is a pre-defined item available in the Service Catalog that users can request, while a Record Producer allows users to create records in specified tables by filling out a form.

What is the purpose of ServiceNow Flow Designer?

  • ServiceNow Flow Designer is a low-code tool that allows users to design and automate workflows across different applications and systems without writing complex code. It simplifies process automation and integration tasks.

How do you troubleshoot performance issues in ServiceNow?

  • Performance issues in ServiceNow can be diagnosed using tools like Performance Analytics, Performance Analytics Studio, and transaction logs. Identifying and optimizing inefficient scripts, database queries, and configurations can help resolve performance bottlenecks.

What is the difference between a Business Service and an Application Service in ServiceNow?

  • A Business Service represents the IT service from a business perspective, while an Application Service represents the underlying application or technology component that supports the business service. They help in understanding the relationships between business processes and IT infrastructure.

How do you ensure data integrity in ServiceNow?

  • Data integrity in ServiceNow can be ensured by defining and enforcing data validation rules, configuring field-level and form-level ACLs, implementing encryption for sensitive data, and regularly auditing the CMDB to reconcile configuration items with their actual state.

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

  • A Service Level Agreement (SLA) in ServiceNow defines the agreed-upon response and resolution times for incidents, requests, or other service-related tasks. It helps in setting expectations and measuring the performance of IT services.

Explain the purpose of ServiceNow Performance Analytics.

  • ServiceNow Performance Analytics provides tools and dashboards for monitoring and analyzing key performance indicators (KPIs) related to IT services, processes, and resources. It helps in identifying trends, making data-driven decisions, and improving service quality.

How do you manage dependencies between Change Requests in ServiceNow?

  • Dependencies between Change Requests in ServiceNow can be managed using Change Advisory Boards (CABs), change collision detection, and change request relationships. CAB meetings help in reviewing and coordinating changes to minimize conflicts and risks.

What is a Discovery in ServiceNow?

  • Discovery in ServiceNow is a process that automatically maps and populates the CMDB with information about the IT infrastructure, including servers, networks, and applications. It helps in maintaining an accurate and up-to-date inventory of IT assets.

How do you create a custom application in ServiceNow?

  • Custom applications in ServiceNow can be created using the Application Creator or the Application Designer. Administrators define tables, forms, and workflows to model the application’s data and processes, and then deploy it to users.

What is ServiceNow Virtual Agent?

  • ServiceNow Virtual Agent is an AI-powered chatbot that interacts with users to provide automated assistance and resolve common issues or requests. It integrates with various ServiceNow modules and external systems to deliver personalized and context-aware responses.

Explain the purpose of ServiceNow ATF (Automated Test Framework).

  • ServiceNow ATF is a testing tool that automates the testing of ServiceNow applications and configurations. It helps in validating changes, identifying regressions, and ensuring the quality and stability of the ServiceNow platform.

How do you implement ServiceNow Service Mapping?

  • ServiceNow Service Mapping automatically discovers and maps the relationships between IT infrastructure components and the business services they support. It helps in visualizing service dependencies, identifying impact analysis, and managing service outages.

What are the different types of ServiceNow APIs?

  • ServiceNow provides several types of APIs, including SOAP, REST, JSON, and XML APIs, for integrating with external systems, importing data, and automating tasks. Each API has its own capabilities and use cases.

What is a Business Service Map in ServiceNow?

  • A Business Service Map in ServiceNow is a visual representation of the relationships between business services, applications, and infrastructure components. It helps in understanding the impact of IT changes on business operations and prioritizing service restoration during incidents.

How do you handle major incidents in ServiceNow?

  • Major incidents in ServiceNow are managed using the Major Incident Management process, which involves rapid response, coordination of resources, communication with stakeholders, and post-incident analysis to prevent recurrence. ServiceNow provides tools like Major Incident Workbench to streamline this process.

What are ServiceNow Scoped Applications?

  • Scoped Applications in ServiceNow are encapsulated units of functionality that contain tables, scripts, UI components, and other elements. They help in organizing and modularizing customizations to prevent conflicts and promote reusability.

Explain the purpose of ServiceNow Update Sets.

  • ServiceNow Update Sets are containers that capture configuration changes made within a specified scope, such as a development project or release. They facilitate the migration of changes between instances and help in managing customization lifecycles.

How do you implement ServiceNow Event Management?

  • ServiceNow Event Management automatically detects, prioritizes, and resolves events from various sources like monitoring tools, logs, and sensors. It involves configuring event rules, correlation rules, and alert notifications to streamline incident response.

What is ServiceNow Orchestration?

  • ServiceNow Orchestration enables the automation of IT and business processes by executing tasks and workflows across different systems and applications. It integrates with external tools and services through plugins and connectors.

Explain the difference between a Business Rule and a Script Include.

  • A Business Rule executes on specific database operations like insert, update, or delete, while a Script Include is a reusable script that can be invoked from other scripts or client-side code. Script Includes are useful for centralizing logic and promoting code reuse.

How do you manage user roles and permissions in ServiceNow?

  • User roles and permissions in ServiceNow are managed through the Role-based Access Control (RBAC) system. Administrators assign roles to users based on their responsibilities, and roles define the permissions granted to users for accessing tables, fields, and UI actions.

What is the difference between a Knowledge Base and a Service Catalog in ServiceNow?

  • A Knowledge Base contains articles and documents that provide information and solutions for common issues and FAQs, while a Service Catalog offers a list of predefined services and items that users can request, such as software installations or hardware provisioning

How do you handle multi-language support in ServiceNow?

  • ServiceNow provides internationalization features for supporting multiple languages and locales. Administrators can configure language packs, translate UI elements and content, and define language preferences for users based on their profiles.

What is ServiceNow ATF (Automated Test Framework), and how do you create test cases with it?

  • ServiceNow ATF is a testing framework that automates the creation and execution of test cases within the ServiceNow platform. Test cases are created by defining test steps, assertions, and input data using the Test Case Designer.

Explain the purpose of ServiceNow Discovery Patterns.

  • ServiceNow Discovery Patterns are predefined rules and algorithms used to identify and classify devices and applications during the discovery process. They help in accurately mapping the IT infrastructure and populating the CMDB with relevant configuration items.

How do you monitor performance and health metrics of ServiceNow instances?

  • ServiceNow provides Performance Analytics and Health Monitor dashboards for monitoring key metrics like system uptime, response time, resource utilization, and user activity. Administrators can configure thresholds, alerts, and notifications to proactively address performance issues.

What is the GlideAjax function in ServiceNow, and how is it used?

  • GlideAjax is a client-side JavaScript function in ServiceNow used for asynchronous communication with the server. It allows client scripts to invoke server-side scripts and retrieve data without reloading the entire page, enhancing user experience and performance.

Explain the purpose of ServiceNow Discovery Credentials.

  • ServiceNow Discovery Credentials are sets of credentials used to authenticate and establish connections with devices and applications during the discovery process. They include usernames, passwords, SSH keys, and other authentication tokens.

How do you perform data migration in ServiceNow?

  • Data migration in ServiceNow can be performed using Import Sets, Data Sources, and Transformation Maps. Administrators map fields between source data and target tables, define data transformation rules, and import records in batches or scheduled jobs.

What is ServiceNow Flow Designer IntegrationHub, and how does it extend automation capabilities?

  • ServiceNow Flow Designer IntegrationHub is a set of connectors and actions that extend the automation capabilities of Flow Designer. It allows integration with external systems, services, and APIs to automate end-to-end workflows across different platforms.

How do you configure ServiceNow Change Management to align with ITIL best practices?

  • ServiceNow Change Management can be configured to align with ITIL best practices by defining change models, categorizing changes, implementing change approval workflows, and maintaining a centralized Change Calendar for scheduling and coordination.

What are ServiceNow Service Level Management (SLM) Metrics, and how do you define them?

  • ServiceNow SLM Metrics are key performance indicators used to measure and report on service delivery and performance against agreed-upon service levels. They include metrics like Mean Time to Resolve (MTTR), First Call Resolution (FCR), and Service Availability.

Explain the purpose of ServiceNow Performance Analytics Studio.

  • ServiceNow Performance Analytics Studio is a tool for designing and customizing performance analytics dashboards and scorecards. It allows users to create visualizations, define metrics, and analyze trends to make data-driven decisions and drive continuous improvement.

How do you handle service requests that require approval in ServiceNow?

  • Service requests requiring approval in ServiceNow can be managed using Service Catalog workflows, approval rules, and request fulfillment processes. Approvers are notified via email or notifications, and requests are routed based on predefined approval rules and conditions.

What is ServiceNow Domain Separation, and how is it used to partition data and configurations?

  • ServiceNow Domain Separation is a feature that allows organizations to partition data, configurations, and processes into logically isolated domains. It enables multi-tenancy and segregation of data between different business units, departments, or clients within a single ServiceNow instance.

Explain the purpose of ServiceNow Discovery Sensors and Probes.

  • ServiceNow Discovery Sensors and Probes are components used to gather information about devices and applications during the discovery process. Sensors collect data, while probes execute scripts and commands to collect additional information and perform actions.

How do you configure ServiceNow IntegrationHub Spokes for third-party integrations?

  • ServiceNow IntegrationHub Spokes are pre-built connectors for integrating with third-party applications and services. Administrators configure Spokes by providing authentication credentials, defining input and output mappings, and specifying connection settings.

What is the ServiceNow CMDB Health Dashboard, and how do you use it to assess CMDB accuracy?

  • The ServiceNow CMDB Health Dashboard provides insights into the accuracy and completeness of CMDB data by identifying discrepancies, errors, and stale records. Administrators use it to perform data reconciliation, cleanup activities, and maintain CMDB integrity.

How do you configure ServiceNow Event Management Correlation Rules to reduce alert noise?

  • ServiceNow Event Management Correlation Rules are used to group related events and alerts into actionable incidents based on predefined criteria and conditions. Administrators configure correlation rules to reduce alert noise, prioritize incidents, and automate response actions.

Explain the purpose of ServiceNow CSDM (Common Service Data Model) and its benefits for IT service management.

  • ServiceNow CSDM is a standardized data model that defines common service-related entities, attributes, and relationships across the IT ecosystem. It provides a shared language and framework for aligning IT services with business objectives, improving data consistency, and facilitating integration across ServiceNow modules and applications.

What is the difference between a UI Policy and a Client Script in ServiceNow?

  • UI Policy controls the behavior of fields on a form whereas Client Script is used to run JavaScript when a form loads, before submission, or when a field changes.

Explain the purpose of a Business Rule in ServiceNow.

  • A Business Rule is used to define server-side logic that executes when a record is inserted, updated, deleted, queried, or when a table is displayed. It’s often used to enforce data consistency and automate processes.

What is GlideAjax in ServiceNow?

  • GlideAjax is a client-side JavaScript API used to call server-side code asynchronously without submitting the entire form. It’s commonly used for AJAX-style interaction with the server.

How do you debug a Business Rule in ServiceNow?

  • Business Rules can be debugged using the “Debugger” option within the Business Rule editor. This allows you to set breakpoints, inspect variable values, and step through the execution of the rule.

Explain what is GlideRecord in ServiceNow and how it is used.

  • GlideRecord is a ServiceNow API used for database operations. It provides methods for querying, updating, and deleting records from a table. It’s often used in server-side scripting to interact with data.

What is the purpose of a Transform Map in ServiceNow?

  • A Transform Map is used to map data from an import set table to a target table in ServiceNow. It defines the relationships between fields in the import set and target table, allowing data to be transformed and loaded into ServiceNow.

Explain the concept of Scoped Applications in ServiceNow.

  • Scoped Applications are encapsulated collections of objects (such as tables, scripts, UI components) within ServiceNow. They help in modularizing and organizing customizations and prevent naming conflicts between different customizations.

What is Service Portal in ServiceNow?

  • Service Portal is a framework within ServiceNow for creating custom user interfaces using widgets and pages. It allows for the creation of user-friendly, responsive interfaces tailored to specific business needs.

How can you restrict access to a particular field on a form in ServiceNow?

  • :Access to a field can be restricted using UI Policies or Client Scripts. UI Policies can hide or make a field read-only based on certain conditions, while Client Scripts can be used to control field behavior dynamically.

What is the purpose of ACL (Access Control List) in ServiceNow?

  • ACLs are used to control access to tables and records in ServiceNow. They define which users or groups can perform operations (read, write, delete) on specific tables or records.

Explain the difference between a Business Rule and a Script Include in ServiceNow.

  • A Business Rule executes server-side logic based on predefined conditions when a record is inserted, updated, deleted, or queried. Whereas, a Script Include is a reusable script that can be called from other scripts to encapsulate common functionality.

How do you integrate external systems with ServiceNow?

  • External systems can be integrated with ServiceNow using various methods such as REST APIs, SOAP web services, MID Servers, JDBC connectors, and scripting.

What is ServiceNow MID Server and when is it used?

  • A MID Server is a Java-based application that facilitates communication and data transfer between the ServiceNow instance and external applications or data sources located in secured networks. It is used when direct communication is not possible due to network constraints.

Explain the purpose of ServiceNow Update Sets.

  • Update Sets are used to capture and move configuration changes from one instance to another in ServiceNow. They allow developers to bundle customization changes into a single package for easier deployment and management.

What is the Business Rule script processing order in ServiceNow?

  • Business Rules in ServiceNow are executed in the following order: Before, Async, Display, and After. This ensures that the execution of business rules is properly sequenced.

How can you schedule a script to run at a specific time in ServiceNow?

  • Scripts can be scheduled to run at specific times using Scheduled Jobs. These jobs can be configured using the Scheduled Script Execution module in ServiceNow.

Explain the purpose of the “gs” object in ServiceNow scripting.

  • The “gs” object provides access to various platform APIs and utilities in ServiceNow scripting. It can be used for logging, date/time manipulation, email notifications, and other system-level operations.

What are ServiceNow Notifications and how are they configured?

  • ServiceNow Notifications are messages that inform users about specific events or updates within the system. They can be configured using Notification Email, SMS, or Push Notification messages based on defined conditions.

Explain how you can implement Record Producer in ServiceNow.

  • Record Producers allow end-users to create records in tables through a simplified interface. They are configured by defining variables and mapping those variables to fields in the target table.

What is a Service Catalog in ServiceNow and how is it beneficial?

  • A Service Catalog is a self-service portal that allows users to request services or products from IT or other departments within an organization. It helps in streamlining service delivery, reducing request fulfillment time, and improving user satisfaction.

How do you create a custom UI Page in ServiceNow?

  • Custom UI Pages in ServiceNow are created using HTML, CSS, and Jelly scripting. They can be added to the ServiceNow instance and accessed through a URL or linked from other pages.

Explain the concept of Domain Separation in ServiceNow.

  • Domain Separation allows organizations to partition and control data, processes, and administration within a single instance of ServiceNow. It is useful for organizations with multiple business units or departments that require separate configurations and data isolation.

What is the difference between a Business Rule and a UI Policy?

  • A Business Rule is executed on the server side and triggers based on database operations (insert, update, delete, query), whereas a UI Policy is executed on the client side and controls the visibility and behavior of fields on a form.

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