Your Ultimate Guide to ServiceNow Interview Questions

ServiceNow job rate is spiking, and businesses are actively looking for skilled professionals. The most important part of the hiring process is the interview, where you must prove your knowledge and practical skills. It becomes crucial to prepare for the interview thoroughly with the help of guides and a mock questionnaire. 

You can start preparing for your next ServiceNow interview with this comprehensive guide featuring 50 commonly asked ServiceNow interview questions and answers. Whether you’re a fresher or a mid-level professional, our guide covers key topics across ServiceNow Admin, Developer, and ITSM roles. 

We have included short answer, detailed, and scenario-based questions to give you a full range of interview prep. This blog will help you confidently tackle ServiceNow interview questions and answers across roles and experience levels.

ServiceNow Admin Interview Questions

In this section, we will explore the most critical ServiceNow Administration interview questions.

1. What is ServiceNow?

ServiceNow is a cloud-based IT service management (ITSM) platform that provides digital workflows to manage IT and business processes. It includes modules for incident, problem, change, asset, and knowledge management. ServiceNow helps organizations streamline operations, improve service delivery, and automate tasks.

2. What is a CMDB in ServiceNow?

The CMDB (Configuration Management Database) is a central repository that stores information about configuration items (CIs) like servers, software, and business services. It defines relationships between CIs, enabling impact analysis for incidents and changes.

Note: A good grasp of the CMDB is often tested in ServiceNow interview questions for both freshers and experienced candidates. So, prepare for this topic in depth.

3. What are Update Sets, and how do they work?

Update Sets are containers for capturing customizations made in one ServiceNow instance, which is usually development, to be moved to another example, like production. When you make changes, such as adding new fields, scripts, etc., they get recorded in an update set. You then retrieve that update set in the target instance and commit it. This ensures configuration changes are tracked and deployed in a controlled manner, avoiding conflicts between environments.

4. Explain Import Sets and Transform Maps.

Import Sets are used to load data from external sources like CSV files or external databases into ServiceNow. Imported data goes into a staging or temporary table. A Transform Map then defines how to map data from the staging table to fields in the target ServiceNow tables. After mapping, you run the transform to apply the data (inserting or updating records). This allows bulk data import with controlled mapping and transformations.

5. How do you control access and security in ServiceNow?

ServiceNow uses Role-Based Access Control (RBAC). You assign roles to users or groups and configure Access Control rules (ACLs) on tables and fields. ACLs check user roles and conditions to determine if a user can read, write, or create a record. Administrators often get asked about creating custom roles, assigning them to users, and writing ACL rules. Ensuring users have only the roles necessary for their responsibilities maintains security.

6. What is a Business Rule?

A Business Rule is a server-side script that runs when records are inserted, updated, deleted, or queried. Business Rules enforce data consistency or trigger actions like automatically setting fields, sending notifications, or preventing specific actions. For example, a Business Rule might set an incident’s priority based on the affected service. 

Note: Interviewers may ask you to distinguish between before/after and synchronous/asynchronous Business Rules.

7. What are UI Policies and Data Policies?

UI Policies run on the client side in the user’s browser and change form behaviour, such as showing or hiding fields based on conditions.

Data Policies run on the server side and ensure data integrity by enforcing conditions even during data import or scripts. For example, a UI Policy can be used to hide a field on the Incident form for specific categories, and a Data Policy can be used to require a field even if the form is bypassed.

8. How do you create a new user in ServiceNow?

To create a user, go to User Administration > Users, click New, and fill in the required fields like User ID, name, email, and initial password. Assign appropriate roles or groups to give permissions (e.g., admin). You could also sync users from external identity systems via LDAP or SSO, but manual user creation through the UI is commonly used.

9. What is the Service Catalog, and what are Record Producers?

The Service Catalog is a self-service portal where users browse and order IT or business services, for example – new hardware and software access. It allows the structuring of services into categories and items. A record producer is a type of catalogue item that creates a standard record, such as an incident or service request, through a simplified form. For example, a “Report an Issue” Record Producer could gather user input issue descriptions and create an Incident behind the scenes.

10. What is an SLA (Service Level Agreement)?

An SLA defines the expected service targets and deadlines for fulfilling requests or resolving incidents. In ServiceNow, an SLA is attached to a record and automatically measures elapsed time against its goals. It can trigger warnings or escalations if targets are missed. For instance, an SLA might state that “High priority incidents must be resolved within 4 hours”. You may be asked how to configure SLA conditions when the clock starts, pauses, or stops.

11. Scenario: A user reports they cannot see a particular field on a form even though they have the required role. How would you troubleshoot?

First, I will check if the field is actually on the form layout. Next, inspect any Access Control (ACL) rules on that field; a restrictive ACL could hide them. Also, review any UI Policies or Client Scripts that might hide or clear the field based on conditions. Finally, confirm the user’s roles match the ACL requirements for that field.

12. How do you troubleshoot login issues in ServiceNow?

First, I check if the user’s account is active and not locked or expired. Verify that the user’s password is correct or reset it if needed. If using LDAP or SSO, I will ensure the authentication source is working by checking network connectivity and credentials. Look at the system logs (System Logs > Security > Login Attempts) for error messages. Sometimes, asking the user to clear the browser cache or try a different browser can also resolve client-side issues.

ServiceNow Developer Interview Questions

Next, we have a list of the most asked ServiceNow Developer Interview Questions to help you prepare for the role.

13. What is GlideRecord?

GlideRecord is a server-side JavaScript class in ServiceNow used for database operations such as querying and manipulating records. You use GlideRecord to query tables, update fields, or insert/delete records. For example:

Being proficient with GlideRecord is essential for scripting.

14. What is the difference between GlideRecord and GlideAggregate?

GlideRecord retrieves and loops through individual records from a table. GlideAggregate is used for aggregate queries like COUNT, SUM, or MAX. For example, use GlideAggregate to count how many incidents are open:

GlideAggregate is more efficient for summary data, while GlideRecord is for detailed record processing.

15. What is a Client Script? Give an example of onLoad vs onChange.

A Client Script runs in the user’s browser on a form. An onLoad Client Script triggers when the form loads, for example, to hide fields or set default values. An onChange script triggers when a specific field changes value, for example, updating another field when one field is modified. You could use an onLoad script to auto-populate the Caller field on an incident and an onChange script to recalculate a total cost when the user changes the Quantity field.

16. What is a UI Action?

A UI Action is a button, link, or menu item on a form or list that executes code when clicked. For example, the “Save” or “Update” buttons are built-in UI Actions. You can create custom UI Actions to run scripts on both the client or server-side — like a button to “Assign to Me” or a context menu option to generate a report.

17. What are Script Includes?

Script Includes are server-side JavaScript modules, classes or functions that define reusable code. They are accessible within their application scope and can be called from other server scripts or via GlideAjax from client scripts. For example, you could create a Script Include with a function to perform complex calculations and call it from multiple Business Rules. This avoids code duplication. Interviewers may ask how to make Script Includes client-callable (by enabling Client Callable and using GlideAjax).

18. How do you debug scripts in ServiceNow?

Standard debugging methods include gs.log() or gs.info() in server scripts, which write messages to the system logs, and console.log() in client scripts, which can be viewed in the browser console. You can also use the Scripts – Background module to run and test server-side code directly. For more advanced server-side debugging, developers can use the ServiceNow plugin for Visual Studio Code or Eclipse to step through code. Browser developer tools and breakpoints help debug client scripts.

19. How do you consume an external REST API in ServiceNow?

To call an external REST API, create an Outbound REST Message in ServiceNow. In the message definition, specify the endpoint URL and HTTP methods. In your script, you can use RESTMessageV2() or sn_ws.RESTMessageV2(), set any required headers or parameters and execute the call. Handle authentication (OAuth, Basic Auth) as needed. For example:

Note: Interviewers may ask about handling authentication or parsing JSON responses.

20. How do you create an inbound REST API (Scripted REST) in ServiceNow?

ServiceNow allows the creation of custom REST APIs using Scripted REST. You define a new API, create resources (endpoints), and write scripts to handle requests and responses. For example, you might make a GET endpoint /users that returns a list of users in JSON.

Your script processes request.getQueryParameter() or requestBody, queries the database, and writes a JSON response with response.setBody(). Mention that you should secure the API (e.g., using ACLs or OAuth scopes) and test it with tools like the REST API Explorer or Postman.

21. What is Flow Designer, and when should you use it?

Flow Designer is a low-code tool for automating business processes in ServiceNow. It allows you to create flows with triggers (like record creation) and actions (like approvals, notifications, or record updates) using a drag-and-drop interface. Use Flow Designer for multi-step processes and integrations without heavy scripting. For example, you could build a flow that triggers a new Incident and automatically assigns it or sends an email. Interviewers might ask how Flow Designer compares to scripting — for example, it uses predefined Actions and is often easier to maintain than a complex script.

22. What is the difference between Flow Designer and Workflow Editor?

Flow Designer is a newer, low-code automation tool in ServiceNow. It uses drag-and-drop actions and supports IntegrationHub for connecting with other systems. The Workflow Editor is a legacy graphical tool for building workflows. Flow Designer is generally recommended for new development because it’s easier to develop and maintain, especially for integrations. Legacy workflows may still exist in older systems. In an interview, they mentioned that Flow Designer simplifies building flows with a modern interface.

23. What is a Scoped Application?

A Scoped App is a self-contained application namespace in ServiceNow that isolates custom tables, scripts, and UI from other apps. It prevents naming conflicts and protects code. For example, if your team builds a custom HR app, you create it in its scope so its tables and scripts don’t interfere with others. Scoped apps facilitate modular development, packaging, and upgrades. Interview questions may cover how to publish a scoped app or the benefits of scoped vs global scope.

24. What is the Automated Test Framework (ATF)?

The Automated Test Framework (ATF) is a ServiceNow feature that creates and runs automated tests. It lets you record test steps such as setting field values and clicking buttons and assertions in a web-based interface. ATF is used for regression testing, especially before and after upgrades or significant changes. In an interview, you might be asked how you’d use ATF — for example, creating a test for a new catalogue item or validating that a workflow creates the expected records.

25. Scenario: How would you approach designing a multi-step flow to handle a new employee onboarding process?

Outline the required steps first (user account creation, equipment requests, group access). In ServiceNow, use Flow Designer: create a flow with a trigger (like a new HR record or service request). Add actions for each step: e.g., Create Record (User table), Create Task for IT (order computer), Add to Group for email, and Send Notification to the new employee. Include conditions (for example, if the hire is remote, assign remote work equipment). This answer shows your ability to design processes using ServiceNow tools.

26. Scenario: How would you integrate ServiceNow with an external HR system to automatically import employee records?

One approach is to use IntegrationHub or a scripted solution with scheduled imports. For example, configure a scheduled data import: set up an Inbound REST API or JDBC connection to the HR system’s database. Use an Import Set to pull employee data into a staging table. Then, create a Transform Map to map HR fields into the sys_user table, using coalesce (like employee ID) to update existing users or insert new ones. Handle errors by logging failed records. Mention scheduling (e.g., nightly), security (auth credentials), and notifications for any import failures.

27. What is GlideAjax, and when should you use it?

GlideAjax is a ServiceNow class that allows client-side scripts to send and receive data from the ServiceNow server. Using GlideAjax facilitates asynchronous calls to the server without reloading the page.

Here’s a breakdown of when to use GlideAjax:

• To execute server-side code from the client-side scripts, such as UI Policies, UI Actions, and Client Scripts.
• It is used to make asynchronous calls to the database, which keeps the user’s browser running smoothly. This is particularly useful when interacting with server-side functionalities without refreshing the entire page, thus providing a smoother user experience.
• When you want to use GlideRecord in client scripts, using GlideAjax can help reduce performance issues.
• GlideAjax calls can pass parameters to script includes, allowing you to use these parameters using naming conventions.

ServiceNow ITSM Interview Questions

In this section, we will list the ServiceNow ITSM Interview Questions. ITSM is the most popular and in-demand service by ServiceNow. It has a high demand and thus requires extensive preparation.

28. What is ITSM, and how does ServiceNow support it?

ITSM stands for IT Service Management – a set of practices for delivering IT services effectively. ServiceNow supports ITSM by providing applications for incidents, problems, changes, service catalogues, and more, all of which are aligned with ITIL’s best practices. ServiceNow ITSM modules automate workflows like incident escalation, change approvals, and service request fulfillment through predefined rules and intelligent routing. This streamlines processes, reduces manual effort, and accelerates resolution times. The CMDB underpins ITSM by tracking configuration items and their relationships, enabling more intelligent decisions and improving overall service delivery efficiency.

29. Explain Incident, Problem, and Change Management.

• Incident Management focuses on resolving disruptions quickly to restore regular service, such as fixing a broken server.
• Problem Management identifies the root cause of incidents and seeks permanent fixes. A problem is the underlying issue, for example, a recurring incident.
• Change Management controls the lifecycle of changes in the IT environment, ensuring modifications are reviewed and approved. For example, a recurring incident could lead to a problem ticket and eventually to an approved change that fixes the root cause.

30. What are the types of changes in ServiceNow?

The main change types are Standard, Normal, and Emergency. A Standard Change is a low-risk, pre-approved routine change (for example, a scheduled backup). A Normal Change follows the whole approval process, often requiring CAB review and testing. An Emergency Change is for urgent fixes like a security patch after a critical incident and bypasses some customary approvals to restore service quickly. For instance, a database restart might be a standard change, while deploying a hotfix after hours could be an emergency change.

31. What is a Change Advisory Board (CAB)?

The CAB is a group of stakeholders, including IT managers, technical leads, and sometimes business representatives, that reviews and approves Normal Changes. They ensure changes are necessary, planned, and low-risk. During an interview, discuss who typically sits on a CAB or how to configure CAB tasks in ServiceNow. Emphasize that the CAB’s role is to minimize risk from changes by carefully reviewing them.

32. What is the difference between a Change Request and a Service Request?

A change request is an official proposal to modify the IT environment, which usually requires risk assessment and approval. For example, deploying new server software. A Service Request is a request for a standard service that is often pre-approved, such as ordering a new laptop or resetting a password. Service Requests are fulfilled via the Service Catalog with predefined workflows. Change Requests go through the Change Management process with more scrutiny.

33. What is a Configuration Item (CI)?

A CI (Configuration Item) is any component that is under configuration management and needs to be tracked. In ServiceNow, CIs are recorded in the CMDB. For example, each specific server or application would be a CI. Understanding CIs is important because incidents and changes often reference the affected CI. Proper CI identification helps with impact analysis and decision-making.

34. What is a MID Server?

A MID (Management, Instrumentation, and Discovery) Server is a lightweight Java application that runs within your network to communicate with on-premise systems on behalf of ServiceNow. It’s commonly used for Discovery (scanning internal networks for devices) and for integrations that need secure access to internal resources (like running PowerShell scripts on servers). In interviews, you might explain setting up a MID Server for Discovery or LDAP imports.

35. What is Event Management?

Event Management in ServiceNow processes events (alerts) from external monitoring tools and correlates them into actionable information. It can suppress duplicate alerts and create incidents or alerts in ServiceNow based on defined rules. For example, if a monitoring tool sends multiple “Disk Full” alerts, Event Management can group them and generate a single Incident. In admin interviews, you may be asked about configuring alert rules and event correlation.

36. How do Service Level Agreements (SLAs) work in ITSM?

SLAs define target service levels for issues, such as response or resolution times. In ServiceNow, an SLA is attached to a task like an Incident or Request and automatically tracks time against its goals. The SLA record has conditions for when the timer starts, pauses, and stops. If the target time is reached without meeting the criteria, the SLA triggers a breach, which can send alerts or escalate. For example, if an SLA takes 2 hours to respond and no technician responds, it breaches and notifies the manager.

37. What is a Knowledge Base, and how is it used?

A Knowledge Base stores articles and FAQs to help users find solutions themselves. Agents and users can search it (e.g., “How to reset your password”). Articles can be created from resolved incidents or written proactively. For instance, if a technician finds a workaround, they might turn it into a knowledge article. This reduces ticket volume and speeds up support.

38. Scenario: A critical business application is down for multiple users at 10 PM. Walk through your incident and change process.

First, log an Incident to track the outage, noting severity (e.g., P1) and impact. Notify on-call support immediately. Since it’s urgent and after hours, the team works quickly to restore service, restart servers, etc. If a code or configuration fix is needed, create an Emergency Change to apply it rapidly. Ensure stakeholders are updated. After service is restored, perform a post-incident review to identify root causes and preventive actions, and document the outcome in the incident record.

39. Scenario: A user requests a new laptop. What process in ServiceNow handles this?

This goes through the Service Catalog as a Service Request. The user finds a catalogue item, for example, “Request New Hardware”. It fills out the form, and submitting it creates a Requested Item (RITM) and related tasks like approvals and fulfilment tasks. A workflow may assign functions to IT procurement and update the asset or CMDB records. 

40. What is the role of a Business Analyst in a ServiceNow project?

A ServiceNow Business Analyst gathers requirements and translates them into actionable configurations. They are also required to create user stories, process diagrams, or wireframes to clarify requirements. They conduct workshops with stakeholders to understand needs like approval processes or custom reports)and document functional specifications. For example, a BA might interview HR to map out their onboarding process and then design the corresponding ServiceNow flow.

41. What are SLAs, OLAs, and Underpinning Contracts (UCs) in ServiceNow ITSM, and how are they used?

• SLAs (Service Level Agreements) define the expected response and resolution times for incidents or requests based on priority.
• OLAs (Operational Level Agreements) are internal agreements between teams to meet SLA targets.
• UCs (Underpinning Contracts) are external vendor agreements that support SLAs.

In ServiceNow, these are managed via the SLA engine, which tracks timing, triggers escalations, and ensures accountability for service delivery.

Additional Tips to Pass the ServiceNow Interview

Here are some tips to make sure you reach your interview destination prepared and ace it. 

• Tailor your preparation for the role: If you’re focusing on a ServiceNow Admin position, concentrate on configuration, user roles, and basic scripting. For a developer role, emphasize custom development (business rules, client scripts, integrations). For ITSM roles, be ready to discuss processes like Incident, Problem, and Change management in detail.
• Focus on scripting and integrations: Expect service scripting interview questions such as using GlideRecord, writing Client Scripts, or Script Includes. Also, prepare for service integration interview questions like REST/SOAP integrations or IntegrationHub flows. Demonstrating knowledge in these areas will be valuable.
• Review scenario-based questions: Many interviews include scenarios such as “How would you automate user onboarding?” or “A production issue occurs at midnight, what do you do?”. Practice explaining your step-by-step approach clearly, using ServiceNow features like workflows, Flow Designer, and role checks to solve problems.
• Use clear, concise answers: Aim for brief, well-structured answers. If needed, use bullet points to list items or steps. Avoid rambling and instead focus on demonstrating understanding of concepts and your experience.
• Highlight real experience or certifications: Mention any relevant projects, internships, or ServiceNow certifications like CSA or CSSA that you have. Concrete examples of what you’ve built or improved in ServiceNow make your answers stand out.
• Stay updated with new features: ServiceNow evolves quickly with major releases. For experienced roles, mentioning new features such as IntegrationHub, Virtual Agent, or Agent Workspace shows that you keep current. It demonstrates initiative and familiarity with the latest platform capabilities.

Conclusion

The ServiceNow ecosystem has a multitude of roles and job profiles. The hiring process for each role is extensive and includes an interview round. Clearing this round requires you to have a deeper understanding and answer all ServiceNow Interview Questions correctly. The blog above has covered ServiceNow admin, developer, and ITSM interview questions to ensure that you are ready to ace your interview. You can also consider giving mock tests and practicing LeetCode for the process. If you are a beginner, then you can also join our ServiceNow training!