ServiceNow is a cloud-based IT Service Management platform that offers a single record system for a variety of processes, including business management and IT services. ServiceNow has expanded its offerings beyond ITSM to include solutions for customer support, security, HR service delivery, IT, and business applications.
If you want to work with ServiceNow, you may prepare better by learning about their recruitment process and common ServiceNow interview questions. Read this post to find out some of the frequently asked ServiceNow and ITSM interview questions.
ServiceNow Interview Questions and Answers
ServiceNow has a 39.6% market share following a 22.4% increase. It assures you of numerous opportunities to advance in your ServiceNow career. However, you have to ace your interview to get the opportunity in this thriving field.
If you’re looking for frequently asked ServiceNow interview questions and answers, you’ve come to the correct spot. Below are some of the most commonly asked ServiceNow interview questions and their answers.
1- What is ServiceNow?
ServiceNow is a cloud-based IT service management (ITSM) platform that establishes a single system of record for IT services, operations, and business management. The ServiceNow ecosystem represents all areas of IT services. It provides a comprehensive view of services and resources, flexibility over how to allocate resources best and design the process flow of those services.
2- How do you define ‘Application’ in ServiceNow?
Applications in ServiceNow are packaged solutions for delivering services and managing business processes. Simply put, it is a collection of modules that contain information on those modules. For example, the Incident application will provide information about the incident management process.
3- How do you enable or disable an application in ServiceNow?
Enabling or disabling an application in ServiceNow includes the following steps:
- Navigate to the “Application Menus” module
- Open the corresponding application
- Set the value for active to ‘true’ to enable it or ‘false’ to disable it
- What does it mean to impersonate a user, and how might it be useful?
Impersonating entails giving an administrator access to information that the actual user has access to. This is useful for testing. When impersonation occurs, ServiceNow logs all administrator activities.
4- What is the CMDB baseline?
CMBD stands for Configuration Management Database. CMDB baselines aid in understanding and controlling the modifications made to a configuration item (CI) once its baseline has been created. The baseline is a snapshot of the CI.
5- What are dictionary overrides?
Dictionary overrides help in defining a field on an extended table differently from the field on the parent table. Consider the example: without changing the default value on Task [task] or Change [change], a dictionary override for a field on the Task [task] database can alter the default value on the Incident [incident] table.
6- What does coalesce mean?
In transform map field mapping, we use a field’s coalesce property. You can utilize a field (or group of fields) as a unique key by coalescing on them. The information being imported will be updated in the current record if a match is discovered using the coalesce field. A new record will be added to the database if no match is discovered.
7- What is a business rule?
A business rule is a piece of server-side code that runs each time a record is added, changed, removed, shown, or retrieved. When drafting a business rule, the most important consideration is what action the rule must perform and when. The business rule might be executed “on display,” “on before,” or “on after” an action (insert, remove, update) is carried out.
ServiceNow Scripting Interview Questions
8- What do you mean by data look-up and record matching?
In lieu of developing scripts, the data look-up and record-matching features assist in setting a field value based on certain conditions. For instance, the incident Priority is automatically established on incident forms by the priority look-up rules sample data based on the event Impact and Urgency values. Data look-up rules enable users to define the fields and conditions under which they would like data look-ups to take place.
9- What is meant by an updated set?
An updated set is a collection of customizations. It records any user-made customizations or configuration changes, and these update sets can be transferred between instances.
For instance, instead of making changes by hand in a test environment, if we make some configuration changes in our development environment and would like to make some changes in our test environment, we can record all the changes in an updated set and move them to the test environment.
ServiceNow HRSD Interview Questions
10- What is the Center of Excellence (COE) in HRSD?
The kind of HR case you wish to create is a Center of Excellence (COE). It facilitates the functional discipline-based organization of services, HR data, and processes. In the new case form, distinct fields are displayed for each COE. The COE determines the options for the HR Service field.
By specifying the request-to-fulfillment procedure at the HR service level, the COE helps drive automation, encourage uniformity in metrics and reporting, and restrict access to sensitive data.
11- What does HRSD’s Response Template mean?
Response Templates help expedite and improve the resolution of cases or support issues. They are reusable messages that you may display to the requester in Agent Chat or copy to HR case forms to give employees prompt, consistent messages.
ServiceNow Developer Interview Questions
12- What is the purpose of LDAP Integration?
The Lightweight Directory Access Protocol is known as LDAP. It is employed for both user authentication and user data population. ServiceNow automates user creation and role assignment by integrating with LDAP to expedite the user login procedure.
13- What is the dictionary of data?
The data dictionary defines all of the system’s tables and fields. It includes details on a field’s data type, default value, dependencies, and other characteristics.
14- When someone modifies the homepage, what happens?
The page is retained as the user’s personalized homepage rather than being updated on the main page when a user makes changes to it. For instance, Incident Overview is the name of the home page. This page is saved as My Incident Overview and is only accessible by the user who made the changes.
15- What does it mean to impersonate a user, and how might it be useful?
Impersonating entails giving an administrator access to information that the actual user has access to. This is useful for testing. When impersonation occurs, ServiceNow logs all administrator activities.
Resources to Enhance Your Preparation
Preparing for the ServiceNow interview involves keeping up with the newest features, industry best practices, and professional insights. ServiceNow Buddy is your go-to resource for preparing for a ServiceNow interview and enhancing your development skills. Another important platform that will help you prepare for the ServiceNow interview in 2025 is NowTribe. It’s a ServiceNow community forum that provides various opportunities. It offers ServiceNow training and ServiceNow certification while providing access to the job board. Get the information and community support you need to succeed in your ServiceNow career.
Wrapping Up!
A solid understanding of fundamental and advanced concepts is necessary to prepare for a ServiceNow interview in 2025. You may show off your proficiency in ServiceNow development and administration while gaining confidence by going over these top 15 ServiceNow interview questions and answers.
Join NowTribe to stay up-to-date on the most recent features and industry best practices. Connect with experts in the field, gain access to useful information, and find great job prospects. Continue to grow and learn while advancing your ServiceNow career with NowTribe!
