ServiceNow is a ticketing tool that processes and catalogues customer service requests. The request that deals with difficulties, changes, incidents, and other services utilizing tools like ServiceNow can be put. ServiceNow is a PaaS (Platform-as-a-service) provider. It provides technical management support, including help desk functionality to the IT operations of large firms. As you have an interview coming up for your ServiceNow job, here is a compiled list of the top ServiceNow interview questions. Study up and land your dream job!

Top Servicenow Interview Questions

We will cover all kinds of interview questions, from fundamentals to advanced. However, let us start with the basic ServiceNow interview questions, followed by the advanced questions.

Q1. What is meant by record matching and data lookup?

Ans. Record matching and data lookup features help set a field value based on some conditions instead of scriptwriting. 

Q2. How is impersonating a user useful?

Ans. Impersonating a user helps in testing. As the administrator accesses what the users can access, impersonating help in testing without logging out of the session and logging again. 

Let us look at the next ServiceNow interview question.

Q3. Detail about client script.

Ans. Client script runs on client side and also sits on the browser. The types of client scripts are OnLoad(), OnChange(), OnSubmit() and OncellEdit(). 

Q4. Define record producer.

Ans. A record producer is a catalog item that lets users create task-based records from the Service Catalog. It provides an alternate way for creating records through Service Catalog. 

Let us look at the next ServiceNow interview question.

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Q5. Name the searching technique used to search a record or text in ServiceNow.

Ans. In ServiceNow, Zing is the searching technique that performs all text searches.

Q6. What do you understand by HTML Sanitizer?

Ans. The HTML Sanitizer is used to automatically clean up HTML markup in HTML fields. It protects against security concerns and removes unwanted code. It is active for all instances beginning with the Eureka release.  

Let us look at the next ServiceNow interview question.

Q7. Explain BSM Map.

Ans. BSM or Business Service Management map graphically displays configuration items. These items indicate the status of Configuration items and support a business service. 

Q8. Define performance analytics.

Ans. In ServiceNow, performance analytics is an additional application that allows customers to create time series for any KPI and take a snapshot of data at regular intervals. 

Q9. What is the use of a reference qualifier?

Ans. It is used to restrict the data that can be selected for a reference field. 

Q10. Differentiate between _next() and next() method.

Ans. next() method moves the record to the next in GlideRecord. _next() has the same functionality as next(), but it is used in cases when a tale having column name ‘next’ is queried. 

Let us look at the next ServiceNow interview question.

Q11. What is an ‘application’ in ServiceNow?

Ans. It is a group of modules that give related information. A change application consists of modules such as create or view change tickets. 

Q12. Define business rule.

Ans. A business rule is server-side scripting executed whenever a record is updated, displayed, inserted, queried, or deleted. The business rule can run ‘on before,’ ‘on after’ or ‘on display’ of an action. 

Q13. Who can create or update ACL?

Ans. security_admin creates or updates ACL. 

Q14. What is meant by domain separation?

Ans. It is a way to separate data into logically defined domains. It is used to isolate the records of one business from the other. 

Let us look at the next ServiceNow interview question.

Q15.What is the function of the set workflow(e)?

Ans. Set workflow (e) disables or enables running business rules that are usually triggered by subsequent actions. An insert/update will not be audited if the ‘e’ parameter is set to false. When the ‘e’ parameter is set to true, business rules are enabled.

Q16. What are ServiceNow Metrics?

Ans. ServiceNow metrics measure and record the workflow of individual records. Metrics allow customers to arm their processes by providing tangible features. 

Q17. How locked out users trigger inbound email actions?

Ans. Add the system property glide.pop3.process_locked_out and set it to true. 

Q18. How do we get all the active and inactive records from a table?

Ans. Use the addActiveQuery() method for active records and addInactiveQuery() for getting inactive records. 

Let us look at the next ServiceNow interview question.

Q19. Determine if any of the field values in a record has changed.

Ans. Use the changes() method to determine if the field value has been changed. 

Q20. How can an application be enabled or disabled?

Ans. 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. 

Q21. What is the use of dictionary override?

Ans. Dictionary override is used to override several field properties in the extended table. The status of these fields can be set as read or non-read only. 

Q22. Can client script be used to call a business rule?

Ans. A business rule can be called through client script by the use of glideajax. 

Q23. What do you understand by Gauges?

Ans. Gauges are based on a report and can be put on a content page or a homepage.

Q24. Are content pages and homepages added to the update sets?

Ans. By default, update sets do not include content pages and homepages. The pages must be manually added to the current update set by unloading. 

Q25. Define CMDB.

Ans. CMDB or Configuration management database is a repository that acts as a data warehouse for IT installations. It includes data related to a set of IT assets and also descriptive relations among such assets. 

Let us look at the next ServiceNow interview question.

Q26. What is a UI policy?

Ans. UI policies are client script alternatives that can be utilized to set a field as read-only, visible on a form, or necessary. It can be used to modify a field upon a form dynamically. 

Q27. What is an inactivity monitor?

Ans, 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. 

Q28. What are glide records?

Ans. Gliderecord is a java class utilized for database operations instead of writing SQL queries. 

Q29. What do you understand by a ‘view’?

Ans. 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. 

Q30. What is the data policy?

Ans. Data policy checks the‘ read-only feature of a field whenever a record is updated or inserted through an import set or a web service. 

Let us look at the next ServiceNow interview question.

Q31. What is an Import Set?

Ans. It is a tool that imports data from various data sources, and that data is mapped into ServiceNow tables using a transform map. 

Q32. What is the use of the client transaction timings plugin?

Ans. The client transaction timings plugin is used to enhance the system logs by providing more information on transaction duration between the server and the client. This allows tracking down issues. 

Let us look at the next ServiceNow interview question.

Q33. Tell us the significance of the cascade variable check box in the order guide.

Ans. 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. 

Q34. How to reference the currently active form in the client script?

Ans. To reference the currently active form, the g_from object is used. 

Q35. How is automatic user creation from email enabled?

Ans. For this, glide.pop3readerjob.create_caller property needs to be set true in system properties. 

Q36. How can you create your report?

Ans. A report can be created by navigating to reports and then click on ‘Create New.’ 

Let us look at the next ServiceNow interview question.

Q37. How can an attachment on a specific ServiceNow table be disabled?

Ans. Add ‘Add no_attachment’ to the attributes field in the dictionary of that table. 

Q38. While using Servicenow, which practices should be followed?

Ans. Some of the practices are:

  • Replace email and spreadsheets with collaborative workspaces
  • Automate every organization’s business process
  • Aim to structure, automate and enhance the workflow 
  • Develop a modern work environment

Q39. What are the search options in ServiceNow?

Ans. 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 

Let us look at the next ServiceNow interview question.

Q40. Tell the sequence of publishing a knowledge article.

Ans. Draft -> Review -> Publish

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Q41. How can you delete tables in ServiceNow?

Ans. Go to ‘Tables and Columns,’ choose ‘delete’ and type the word ‘delete.’

Q42. What is ACL?

Ans. ACL or Access Control List is a rule that matches the object and permissions required to access the object. 

Q43. What is an update set?

Ans. An update set is a group of customizations that can be moved from instance to instance. 

Q44. List workflow activities.

Ans. The workflow activities include conditions, approvals, tasks, timers, utilities, and notifications. 

Let us look at the next ServiceNow interview question.

Q45. What happens when a request is rejected?

Ans. If a request is rejected, notification is sent, and status is set to cancel. The service catalog workflow can be attached either manually, automatically based on conditions, or if no other workflows are attached. 

Q46. Which is the parent table for the change, incident, and problem?

Ans. The task table is the parent table.

Q47. What do you understand by sys_id?

Ans. sys_id is a unique 32 character GUID used to identify each record created in each Servicenow’s table.

Q48. How can pie chart labels be enabled and disabled?

Ans. Set the property glide.ui.chart.pie.tables to true and false, respectively. 

Q49. What do you understand by Foreign record insert?

Ans. When an import changes to a table that is not the target table for that import, a foreign record insert occurs. 

Q50. What is a ServiceNow dashboard?

Ans. The dashboard is a visual collection of paralytics and reports presented as indicator summary tab and KPI scoreboards.


And now that you have learned the most frequently asked Servicenow interview questions you’re almost set with your sought-after skill sets that hiring managers look for. We hope that these questions helped you expand your knowledge base and that you are ready to face your next interview. If you wish to strengthen your skills even further, before you go for the next interview, Simplilearn’s online certifications and training should be your next stop! Start learning now.

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