Top 50 ServiceNow Interview Questions and Answers for 2025

Frequently Asked ServiceNow Interview Questions

1. What is an ‘application’ in ServiceNow?

An application is a group of modules providing related functionality. For example, the Change application includes modules for creating and viewing change tickets.

2. What is a business rule?

Business rules are server-side scripts triggered when records are inserted, updated, deleted, or queried.

3. Who can create or update ACL?

 The security_admin role is required to create or update ACLs.

4. What is meant by domain separation?

Domain separation isolates data into logically defined domains to keep records of one business separate from another.

5. What are ServiceNow Metrics?

Metrics track and record the workflow of individual records, providing measurable insights into processes.

6. What do you understand by Gauges?

Gauges are visual representations based on reports that can be placed on homepages or content pages.

7. Define CMDB.

The Configuration Management Database (CMDB) is a repository that stores information about IT assets and their relationships.

8. What are UI policies in ServiceNow?

UI policies dynamically change form fields, such as making them mandatory, visible, or read-only, without client scripts.

9. What do you understand by sys_id?

sys_id is a unique 32-character identifier for each record in ServiceNow tables.

10. What is a ServiceNow dashboard?

A dashboard is a visual collection of reports and analytics presented in scorecards and summary tabs.

ServiceNow Interview Questions for Freshers

1. Explain record matching and data lookup features in ServiceNow.

Record matching and data lookup allow you to set field values based on specific conditions without writing scripts. You can specify conditions and the fields where the data lookup should apply.

2. What is the meaning of impersonating a user and how is it useful?

Impersonation lets an administrator log in as another user to test issues or troubleshoot. All actions during impersonation are recorded.

3. Detail about client script.

Client scripts run in the browser on the client side. Types include:

• OnLoad()
• OnChange()
• OnSubmit()
• OnCellEdit()
  
  

4. Define record producer.

A record producer is a catalog item that enables users to create task-based records from the Service Catalog.

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

ServiceNow uses Zing for all text searches.

6. What do you understand by HTML Sanitizer?

The HTML Sanitizer cleans HTML markup in fields automatically, removing unsafe or unwanted code. It has been active since the Eureka release.

7. Explain BSM Map.

A Business Service Management (BSM) map graphically displays configuration items (CIs).

8. Define performance analytics.

Performance Analytics is an application that creates time series for KPIs and captures data snapshots at regular intervals.

9. What is the use of a reference qualifier?

It restricts the data that can be chosen in a reference field.

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

• next(): Moves to the next record in GlideRecord.
• _next(): Same function, but used when the table has a column named “next.”

Let us look at the ServiceNow interview question for developers.

ServiceNow Interview Questions for Developers

1. What is dictionary override in ServiceNow?

It allows overriding field properties on extended tables. Example: making a read-only field editable in a child table.

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

Yes, by using GlideAjax in client scripts to call business rules.

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

Use the g_form object.

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

It enhances system logs by adding details on transaction duration between the client and server, useful for troubleshooting.

5. What do you understand by Foreign record insert?

It occurs when an import updates a table other than the intended target table.

6. What is meant by Coalesce in ServiceNow?

Coalesce is a field property in transform maps. If set, ServiceNow uses the field as a unique key. Matching values update existing records; otherwise, a new record is inserted.

7. How do you debug a business rule?

Use system logs, gs.log() statements, or the Script Debugger.

8. What are script includes?

Script includes are reusable server-side scripts that can be called from other scripts or GlideAjax.

9. What is GlideAjax?

GlideAjax allows client scripts to communicate with server-side code asynchronously.

10. Differentiate between synchronous and asynchronous GlideAjax calls.

• Synchronous calls block the UI until the server responds.
• Asynchronous calls allow the UI to stay responsive while waiting for the server response.

ServiceNow Interview Questions for Admin

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

It enables or disables business rules triggered by actions. If set to false, insert/update actions are not audited.

2. How locked-out users trigger inbound email actions?

Set the system property glide.pop3.process_locked_out = true.

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

• addActiveQuery() for active records.
• addInactiveQuery() for inactive records.

4. Determine if any of the field values in a record have changed.

Use the changes() method.

5. How can an application be enabled or disabled?

Navigate to System Definition > Application Menus, open the application, and set Active = true/false.

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

No, they must be manually added by unloading them into the update set.

7. How is automatic user creation from email enabled?

Set glide.pop3readerjob.create_caller = true in system properties.

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

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

9. While using ServiceNow, which practices should be followed?

• Replace email/spreadsheets with collaborative workspaces
• Automate business processes
• Structure and enhance workflows
• Build a modern work environment

10.  How can you delete tables in ServiceNow?

Navigate to Tables and Columns, select the table, click delete, and type delete for confirmation.

11. What happens when a request is rejected?

The request status is set to “Cancelled,” and a notification is sent. Catalog workflows can be attached manually or automatically.

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

Set the property glide.ui.chart.pie.tables = true/false.

ServiceNow Technical Interview Questions

1. What are GlideRecords?

GlideRecord is a Java class used for database operations in ServiceNow, eliminating the need for SQL queries.

2. How can you create or update ACLs?

ACLs can be created or updated by users with the security_admin role.

3. How can you track inactive task records?

By using an inactivity monitor that triggers events after a defined period of inactivity.

4. How do workflows function, and what activities are included?

Workflows automate processes using activities such as conditions, approvals, tasks, timers, utilities, and notifications.

5. How to handle record insertions into non-target tables?

These are managed as Foreign record inserts during import operations.

6. Explain the significance of sys_id.

sys_id is a globally unique 32-character identifier for every record in ServiceNow.

7. How does Coalesce work in transform maps?

When enabled on a field, it is treated as a unique key for imports. Matches update records, while no matches create new ones.

8. What is the technical process of enabling/disabling applications?

By editing the application’s Active status in Application Menus.

9. How does HTML Sanitizer protect instances?

It removes harmful code from HTML fields to prevent XSS and other vulnerabilities.

10. What is the architecture and role of CMDB?

The CMDB stores IT asset details and their relationships, acting as a single source of truth for configuration management.

ServiceNow Interview Preparation Tips 

Following are some important tips that candidates can keep in mind while preparing for a ServiceNow interview:

• Be clear and confident: Any response you provide should be clear, concise, and confidently communicated. Showcasing your knowledge with confidence leaves a strong impression on the interviewer.
• Be honest about your knowledge: Always be transparent about your resume, skills, and experience. If there are concepts you are not very familiar with, admit it honestly. At the same time, express your willingness to learn, which creates a positive impression.
• Explain with live examples: Back up your answers with practical examples wherever possible. Doing so demonstrates in-depth knowledge and shows that you understand the real-world application of concepts, something recruiters highly value.
• Prepare for detailed rounds: The ServiceNow interview process consists of multiple stages, each of which can be detailed and time-consuming. Approach the preparation with patience, consistency, and persistent effort to perform well in every round.

About ServiceNow Company

Founded by Fred Luddy in 2003 as Glidesoft Inc initially, it first was specifically designed to provide ITSM services, competing with established companies, such as IBM and HP. Today, steps have been taken towards developing ServiceNow in ways to keep up with the latest technological advancements. It now offers comprehensive cloud solutions, bringing together all its services in a single record system.

The career policy of ServiceNow states that the company has a value-base culture to promote well-being, growth, and health in employees while providing them with a work environment focused on helping them perform well and improve their skills. Now that you know what ServiceNow is as a company and what it offers, the following sections talk about some common interview questions you can expect when you appear for a ServiceNow interview. 

ServiceNow Recruitment Process

The whole process of recruitment for ServiceNow takes about three to four weeks. Following are the three stages of the interview process at ServiceNow-

1. Phone Screen With Recruiter

The first interview round for different job roles at ServiceNow starts with a telephonic interview. The interviewer asks basic questions pertaining to the candidate’s background, experience, and some other basic information.

2. Technical Interview With Hiring Manager

Every technical position at ServiceNow essentially involves a technical round of interviews. The hiring manager asks questions related to the concepts and skills required for the specific job profile.

3. Onsite Interview

At ServiceNow, the onsite interview may consist of four interviews conducted in person. The candidate is interviewed by 5 to 8 people, and each interview lasts about 45 minutes to an hour.

ServiceNow Careers

Some departments with different job profiles at ServiceNow are as follows-

• Corporate Development and Strategy
• Customer Outcomes
• Customer Training and Certification
• Digital Technology
• Engineering, Infrastructure and Operations
• Finance and Accounting
• Human Resources
• Information Technology
• Marketing, Communications, and Brand
• Professional Services
• Support and Product Success
• User Experience Design

Learn 15+ full-stack developer skills such as Frontend Development, Backend Development, Version Control and Collaboration, Database Management, and Containerization and Orchestration in just 6 months with AI-Powered Full Stack Developer Program. Enroll now! 🎯

Conclusion

Hope this article was helpful enough for you to crack any ServiceNow interview. If you are looking to further enhance your software development skills, we would highly recommend you check out Simplilearn’s AI-Powered Full Stack Developer Program. This course can help you develop the relevant skills and make you job ready in just 6 months.

If you have any questions or doubts, feel free to post them in the comments section below. Our team will get back to you with the solutions at the earliest.