52+ Must-Know ServiceNow Interview Questions and Answers for Success in 2025

ServiceNow has emerged as a transformative force in modern IT environments, streamlining workflows and enhancing operational efficiency across organizations. It provides a unified platform for IT service management, operations management, and business process automation.

With ServiceNow in high demand, employers seek professionals skilled in automation, integration, and process optimization across IT, HR, security, and customer service.

This blog covers 52+ interview questions with answers to help you ace your ServiceNow job interview.

Basic ServiceNow Interview Questions and Answers for Freshers

Basic interview questions on ServiceNow assess your understanding of foundational concepts like client scripts, record producers, and search techniques. Familiarity with ServiceNow’s platform components, such as Service Catalog, Incident Management, and Knowledge Base, is essential.

Let’s explore some common ServiceNow interview questions and answers for beginner roles.

1. How do record matching and data lookup work in ServiceNow?

A: Here’s how record matching and data lookup works:

Record Matching: When creating a new incident, ServiceNow checks if there’s already an existing incident with similar details (e.g., same short description or affected user) to avoid duplicate records. 

For instance, if you report an issue with a printer, the system might automatically find a matching record if another user has reported a similar problem. This helps in streamlining incident management by preventing redundant records.

Data Lookup: In the Service Catalog, when a user selects a specific item like a laptop, ServiceNow can use data lookup to automatically fill in related details. This eliminates the need for manual data entry, reduces errors, and ensures that all relevant data is consistent across records.

These features help improve efficiency, accuracy, and consistency across ServiceNow processes.

Also Read: Complete Guide on What Is a ServiceNow Developer?: Expert Tips

2. What is user impersonation in ServiceNow, and why is it useful?

A: User impersonation in ServiceNow allows an admin or user with the necessary permissions to temporarily assume the identity of another user to troubleshoot, test, or perform actions on their behalf. This feature is useful for several reasons:

Troubleshooting: When users report issues, such as not being able to access certain records or perform specific actions, impersonation allows you to experience the issue as if you were the user. This helps to quickly identify and resolve problems.

Testing and Validation: You can impersonate a user to test workflows, permissions, or access controls from their perspective. This ensures that configurations like role-based access and security settings are functioning correctly.

Service Desk Efficiency: Support teams can impersonate end users to perform tasks like resetting passwords or resolving service requests without needing the user's password. It speeds up issue resolution without compromising security.

Also Read: How to Improve Task Management in 2025: Tips, Roles, Skills, and Tools for Success

3. What is the purpose of a client script in ServiceNow?

A: Client script is used to run JavaScript code on the client side (i.e., within the user's browser) to enhance user interaction with the ServiceNow platform. It helps manage the behavior of forms and fields in real-time, making the user experience more dynamic and responsive.

Here are the main purposes of client scripts:

• Field Validation: You can use client scripts to validate field values before the form is submitted. For example, ensuring that a phone number entered by the user follows a specific format.
• Form Behavior: Client scripts can modify the behavior of form fields, such as hiding or showing fields based on the value selected in other fields. For example, if a user selects "Yes" in a dropdown for a certain question, a related field might appear.
• Real-time Data Manipulation: You can dynamically update the values in fields based on user actions. For instance, when a user selects a specific department, a client script can auto-fill the related manager's name.
• Improving User Experience: They enable features like auto-completion, field masking, or other interactive elements that make the interface more intuitive and user-friendly.

Client scripts enable immediate feedback and interaction with the user without needing a server round-trip, which enhances performance and responsiveness.

Also Read: What is Task Analysis and How Can It Benefit Your Projects and Career in 2025?

4. How would you define a record producer in ServiceNow?

A: A record producer is a type of catalog item that allows users to create records in ServiceNow tables (such as incidents, requests, or changes) through the Service Catalog. 

It provides a user-friendly interface to gather necessary information and create records without requiring users to manually navigate the ServiceNow interface.

Example: If an employee wants to request a new laptop, they can use a Record Producer in the Service Catalog. The record producer collects necessary details, such as the model preference or justification, and creates a new Request record in the Request Table.

5. Which search technique is used to find a specific record or text in ServiceNow?

A: Global Search is the most common search method in ServiceNow, located at the top of the interface. It allows you to quickly search for records across all tables, including incidents, changes, knowledge articles, and more.

You can search by keywords, record numbers, or specific text. ServiceNow will return results from various tables based on the search terms.

Other search techniques include:

• List Search: Filters records within a specific list.
• Text Search: Finds specific text within records, using Lucene indexing.
• Related List Search: Searches within related lists on record forms.

Also Read: What is an IT Technician? A Complete Guide to Roles, Skills, and Career Paths

6. What is the role of HTML Sanitizer in ServiceNow?

A: The HTML Sanitizer in ServiceNow is a security feature designed to prevent malicious code injection, particularly defending against cross-site scripting (XSS) attacks. 

It cleans up HTML content, removing any untrusted or harmful tags, attributes, and JavaScript code from user-generated content, such as knowledge articles, comments, or descriptions.

Role and Purpose:

• Sanitization: The HTML Sanitizer removes potentially dangerous elements like <script>, <iframe>, and <object>, preventing attackers from injecting harmful scripts into the system.
• Safe Rendering: Only safe HTML tags (such as <p>, <a>, <b>, etc.) are rendered, ensuring that content is displayed securely to end users.
• Prevention of XSS Attacks: By stripping out harmful code, it mitigates risks from attacks like stored XSS, where malicious scripts are stored and executed when a user views the content.

Developer Configuration:

• The HTML Sanitizer is enabled by default in ServiceNow, but developers can configure it through system properties and content security settings. For instance, developers can specify which HTML tags or attributes should be allowed or blocked based on business requirements.
• Developers can also configure the Sanitizer Profile to fine-tune the sanitization process for specific use cases, such as content displayed in Rich Text fields.

Common Threats Mitigated:

• Stored XSS: Attackers inject malicious JavaScript into web pages that execute when other users access those pages.
• DOM-based XSS: This occurs when malicious scripts execute on the client side, exploiting vulnerabilities in the page's Document Object Model (DOM).
• Malicious File Injections: The HTML Sanitizer also helps mitigate the risk of embedding potentially harmful files, such as malicious links or embedded iframes.

Exceptions and Considerations:

• Certain rich-text fields or elements may require additional configuration for sanitization, depending on use case or business need. For example, service catalog items or knowledge articles may require specialized content rendering.
• Developers should also be cautious when using custom scripts or third-party integrations, as some sanitized content may need to include specific tags or attributes for proper functionality.

Also Read: 27 Innovative HTML Project Ideas for Beginners in 2025: Source Code, Benefits, and More

7. What does BSM Map represent in ServiceNow?

A: The BSM Map in ServiceNow visualizes the relationships between business services, applications, and the underlying IT infrastructure. IT teams can use it to identify impacted services during outages and improve incident resolution. 

The map also aids in analyzing the overall health of services and their dependencies, enhancing service management and decision-making.

For example, the BSM Map shows that the Email Service (business service) depends on the Mail Server (application) and the Database (IT infrastructure). If the Mail Server goes down, the BSM Map helps identify that the Email Service will be impacted. This allows IT teams to prioritize the resolution of the underlying issue.

Also Read: What is Information Technology? Types, Services, Benefits

8. What are the different types of modules in ServiceNow? (New)

A: ServiceNow offers a variety of modules that serve different functions within the platform. Some of the key types of modules include:

• IT Service Management (ITSM): Modules like Incident Management, Problem Management, Change Management, and Service Request Management focus on managing and resolving IT issues, changes, and service requests.
• IT Operations Management (ITOM): Includes modules like Event Management, Discovery, and Cloud Management to monitor infrastructure, perform network discovery, and manage cloud services.
• IT Asset Management (ITAM): Modules like Asset Management, Software Asset Management, and Configuration Management Database (CMDB) manage IT assets and track software usage.
• Customer Service Management (CSM): Modules like Case Management, Knowledge Management, and Request Management are used to manage customer service inquiries, requests, and knowledge articles.
• Human Resources Service Delivery (HRSD): Includes modules such as Case Management and Employee Service Center to handle HR processes like onboarding, employee queries, and case tracking.
• Security Incident Response: Modules like Security Incident Management and Threat Intelligence help track and respond to security incidents and vulnerabilities.
• Governance, Risk, and Compliance (GRC): Modules such as Policy and Compliance Management, Risk Management, and Audit Management help ensure compliance with regulations and manage risks within the organization.
• Software Development: Includes DevOps and Application Lifecycle Management (ALM) to manage the development, testing, and deployment of applications.

Each module in ServiceNow is designed to cater to specific business needs and improve efficiency, productivity, and collaboration across teams.

Also Read: What is Human Resource Management? Key Insights, Career Options, Trends, & More

9. How does ServiceNow handle data security and access permissions? (New)

A: ServiceNow ensures data security and enforces access permissions through:

• Role-Based Access Control (RBAC): Users are assigned roles that determine their access to records and features.
• Access Control Lists (ACLs): Define who can access or modify specific records and fields.
• Data Encryption: Encrypts data both in transit (HTTPS) and at rest (AES encryption).
• User Authentication: Supports SSO, LDAP, and MFA to secure user access.
• Field-Level Security: Controls visibility and edit permissions for specific fields.
• Audit Logs: Tracks user activities for transparency and security monitoring.

These measures safeguard sensitive data while maintaining proper access control.

Also Read: What is DES (Data Encryption Standard)? DES Algorithm Explained

10. What is the significance of the ServiceNow UI Builder? (New)

A: The ServiceNow UI Builder is a low-code tool designed to create custom, user-friendly interfaces quickly. It allows both developers and non-developers to design modern UIs with minimal coding, making it accessible to a broader audience.

UI Builder provides pre-built components that can be easily dragged and dropped, speeding up the development and deployment process. This tool also ensures seamless integration with ServiceNow’s backend data, allowing real-time updates and ensuring that the interface reflects the latest information.

It enables the creation of personalized, responsive, and intuitive UIs, enhancing the overall user experience. With UI Builder, you can ensure a consistent and polished design across devices, making applications more engaging and easier to use.

Also Read: What Is a User Interface (UI) Designer? Exploring the World of UI Design

11. How do ServiceNow notifications work for system events? (New)

A: ServiceNow notifications alert users about system events like record updates or specific actions. System events trigger them and can be delivered via email, SMS, push notifications, or instant messaging. Notifications use templates that include dynamic content for personalization.

Users can set preferences to choose how and when they receive alerts. Conditions and filters ensure notifications are sent based on specific criteria, making communication timely and relevant.

12. What is performance analytics in ServiceNow?

A: Performance Analytics in ServiceNow helps measure and visualize key performance indicators (KPIs) and metrics. It provides real-time dashboards, trend analysis, and actionable insights, allowing organizations to monitor performance, identify inefficiencies, and make data-driven decisions for continuous improvement.

For example, in Incident Management, Performance Analytics can track KPIs like incident resolution time and first-contact resolution rate. A dashboard can display trends over time, helping teams identify if performance is improving or if bottlenecks exist. They can take proactive actions to optimize service delivery.

13. How is a reference qualifier used in ServiceNow?

A: A reference qualifier in ServiceNow is used to filter the options available in a reference field based on specific conditions. It restricts the records displayed in a reference field, making it easier for users to select the correct values.

How it works:

• Default Reference Qualifier: By default, ServiceNow limits the options in a reference field to only those records from the referenced table.
• Custom Reference Qualifier: You can customize the reference qualifier by defining a condition or writing a script (either in the UI or as a filter) to narrow down the available records. For example, you can display only active users or incidents with a high priority in the reference field.

Example: If you have a reference field to select a Manager in a User record, you can use a reference qualifier to show only users with the "Manager" role. This way, only relevant users appear in the dropdown list.

14. What is the difference between _next() and next() methods?

A: In ServiceNow, the _next() and next() methods are used to iterate through records in a GlideRecord query, but they serve different purposes.

• next(): The next() method is used to move to the next record in the result set when iterating through records. It returns true if there is another record, allowing you to continue looping, and false if you've reached the end of the results.

Example:

 var gr = new GlideRecord('incident');
gr.query();
while (gr.next()) {
  // Process each incident record
}

• _next(): The _next() method is internal to the GlideRecord class and typically not used directly in regular scripting. It’s used by the next() method in the background when ServiceNow is processing a GlideRecord object. _next() works similarly to next() but is generally hidden from standard scripting.

Also Read: What Do DevOps Engineers Do? Roles, Skills, and Career Path Explained

15. How would you describe an application in ServiceNow?

A: In ServiceNow, an application is a collection of modules, tables, and resources designed to provide specific business functionality. It includes features like forms, workflows, and reports, and can be customized to meet organizational needs.

Applications also have security controls, ensuring only authorized users can access them. For example, the Incident Management application includes modules to log, track, and resolve incidents.

16. What is the function of a business rule in ServiceNow?

A: A business rule in ServiceNow automates actions and enforces logic on records. It can update fields, send notifications, or create records based on conditions. Business rules can run before, after, or asynchronously after data is saved, ensuring consistency and automating processes.

Types of Business Rules:

• Before: Runs before the record is saved to the database. This is used for validating or modifying data before it’s committed.

Example: If a user updates the priority of an incident, a Before business rule could validate the new priority and prevent saving if it doesn’t meet certain criteria.

• After: Runs after the record is saved to the database. This is useful for triggering actions like sending notifications or updating related records.

Example: After updating an incident’s priority, an After business rule could automatically assign the incident to a specific support group based on the priority.

• Async: Runs asynchronously after the record is saved. This is used for long-running processes that don’t need to block the current transaction.

Example: After an incident is created, an Async business rule could trigger a background task to run a detailed system check or send data to an external system without delaying the user’s workflow.

17. Who has the authority to create or modify ACLs?

A: In ServiceNow, only users with the admin role or users with specific roles like security_admin have the authority to create or modify Access Control Lists (ACLs). These users can configure who has permission to access or modify specific records, fields, or tables in ServiceNow based on roles and conditions.

Typically, ACLs are managed by security or system administrators to ensure proper access control and data security.

18. What does domain separation mean in ServiceNow?

A: Domain Separation in ServiceNow allows organizations to partition data, processes, and configurations across different domains within a single instance. It ensures data isolation, customizable workflows, and unique security settings for each domain.

This is ideal for multi-unit or multi-region organizations, enabling them to operate independently while using the same ServiceNow platform.

Example: In a company with multiple regions, you can set up a domain for North America and another for Europe, each with its own service catalog, incident management processes, and reporting, while keeping them separate from each other.

19. How does the setWorkflow(e) function work?

A: The setWorkflow(e) function in ServiceNow is used to enable or disable the execution of workflows during record operations. This function controls whether workflows are triggered when a record is inserted, updated, or deleted.

Key Points:

• e = true: This enables the workflow to run, triggering the associated workflow when the record is processed.
• e = false: This disables the workflow, preventing it from running during the record operation.

Example: If you want to update a record without triggering any associated workflows, you can use setWorkflow(false) to temporarily disable workflow execution:

var gr = new GlideRecord('incident');
gr.get('sys_id', '12345');
gr.setWorkflow(false);  // Disable workflow
gr.short_description = 'Updated Incident';
gr.update();  // Workflow will not trigger

In short, setWorkflow(e) is used to control workflow execution during record operations, providing flexibility when you need to suppress or enable workflow triggers.

Also Read: What Is Operations Management? Key Roles & Career Opportunities

20. What are ServiceNow Metrics, and how are they applied?

A: ServiceNow Metrics measure the performance of business processes like incident resolution or service requests. They track key indicators such as response time and completion rates.

Metrics are automatically collected during record processing and often used with SLAs to ensure service goals are met. Reports and dashboards visualize these metrics, helping teams monitor performance and drive improvements.

Example: You can configure a metric to measure the time-to-resolution for incidents. Each time an incident is resolved, the metric records the time taken and can be reported to track if the team is meeting SLAs or identify areas for improvement.

21. How can locked-out users trigger inbound email actions?

A: Locked-out users cannot directly trigger inbound email actions in ServiceNow since they cannot log into the system. However, inbound email actions can still be triggered in certain scenarios:

• Email Processing: Even if a user is locked out, if they send an email to a ServiceNow inbox (such as for incident creation), the system can still process the email based on predefined rules.
• Email Accounts with Access: If the email action is configured to handle messages from a specific address (like a support email account), it can trigger inbound actions even if the sender's account is locked.

The key is that inbound email actions are based on email content, not user login status, so locked-out users can still interact with the system via email.

Also Read: The Ultimate List of 19 Email Etiquette Rules You Should Follow

22. What methods can be used to retrieve active and inactive records from a table?

A: To retrieve active and inactive records from a table in ServiceNow, you can use the following methods:

Using GlideRecord: You can filter records based on the active field, which typically holds a boolean value (true for active, false for inactive). For example:

• Retrieve Active Records:

var gr = new GlideRecord('incident');
gr.addQuery('active', true);  // Filters for active records
gr.query();
while (gr.next()) {
  // Process each active incident
}

• Retrieve Inactive Records:

var gr = new GlideRecord('incident');
gr.addQuery('active', false);  // Filters for inactive records
gr.query();
while (gr.next()) {
  // Process each inactive incident
}

Using List Filters: You can use the ServiceNow UI to filter active or inactive records in a list view. Simply apply a filter on the active field (active = true for active records, active = false for inactive ones).

Using Reports: You can create a report in ServiceNow that filters records based on the active field, showing either only active or inactive records.

These methods allow you to efficiently query and retrieve records based on their active status, either programmatically or through the ServiceNow interface.

23. How can you check if a field value has changed in a record?

A: To check if a field value has changed in a record in ServiceNow, you can use the GlideRecord object with the previous method or compare the field's current value with its previous value.

• Using the previous() Method: The previous() method allows you to access the previous value of a field before it was updated. You can compare it with the current value to determine if it has changed.
• Example:

var gr = new GlideRecord('incident');
if (gr.get('sys_id', 'your_sys_id')) {
   var currentPriority = gr.priority;
   var previousPriority = gr.priority.getPreviousValue();
   
   if (currentPriority != previousPriority) {
      // The priority field has changed
      gs.info('Priority has changed!');
   }
}

In this example, we compare the current value of the priority field with the previous value to check if it has changed.

• Using changed() Method in Business Rules: In a Business Rule, you can use the changed() method to check if a specific field value has changed. The changed() method returns true if the field value has been updated.

Example:

if (current.priority.changes()) {
   // The priority field has changed
   gs.info('Priority field has changed!');
}

You can use previous() for comparing current and previous field values or changes() in business rules to check if a field has been modified.

24. What is the process to enable or disable an application in ServiceNow?

A: To enable or disable an application in ServiceNow, you need to modify its application settings through the Application Manager. Here's the process:

To Enable an Application:

• Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator.
• Search for the Application: In the list of installed applications, search for the application you want to enable.
• Enable the Application: Once you find the application, click on it to open the details. If the application is disabled, you’ll see a checkbox or toggle labeled Active. Simply check this box or toggle it to Active to enable the application.
• Save Changes: Click Save or Update to apply the changes and enable the application.

To Disable an Application:

• Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator.
• Search for the Application: Find the application you want to disable.
• Disable the Application: Open the application’s record and uncheck the Active checkbox or toggle it to Inactive.
• Save Changes: Click Save or Update to disable the application.

Only users with the admin role can enable or disable applications. Disabling an application can impact users and workflows, so it’s important to review the effects before making changes.

Also Read: 10 Practical Uses of JavaScript for Every Developer

Although the basic concepts of ServiceNow will help you for beginner roles, you’ll need a grasp of intermediate ServiceNow interview questions and answers when going for senior roles. 

Intermediate ServiceNow Interview Questions for IT Professionals

Intermediate ServiceNow interview questions for IT professionals focus on advanced features like server-side scripting (Business Rules, Script Includes) and client-side scripting (UI Actions, Client Scripts). Expect questions on integrations (REST/SOAP APIs), data transformation, and Performance Analytics.

Experienced candidates should expect questions on ServiceNow security, automated testing (ATF), and Change Management, with a focus on real-world implementation.

Interviewers may ask about instance optimization, data migration, and upgrade management, particularly how you have handled these in past projects.

Let’s explore some key intermediate-level ServiceNow interview questions and answers.

25. What does dictionary override mean in ServiceNow?

A: A Dictionary Override in ServiceNow allows you to modify field properties (like type, label, or default value) for a specific table without affecting the same field in other tables. It is useful when customizing inherited fields from extended tables. 

For example, in ServiceNow, the Priority field in the Task table may default to 4 - Low, but in the Incident table, you may want it to default to 3 - Moderate. Using a Dictionary Override, you can customize the default value of the Priority field for the Incident table without changing it for the Task table.

26. Can a client script interact with a business rule?

A: Yes, a client script can interact with a business rule using GlideAjax. Business rules, however, execute on the server side, not the client side. GlideAjax acts as a bridge, allowing the client script to send data to the server. The business rule processes it and returns a response.

Additionally, client scripts can indirectly trigger business rules when records are saved or updated, but the business rules themselves run on the server.

27. What are Gauges in ServiceNow, and how are they used?

A: Gauges in ServiceNow visually represent performance metrics, like progress or KPI values, on dashboards. Common types include linear and radial gauges. They help users quickly assess data trends, such as incident resolution rates or SLA compliance.

They track progress toward goals, such as incident resolution times or SLA compliance. Gauges like progress bars or dials provide a quick, at-a-glance view of performance, making it easier to monitor and assess critical business processes.

28. Are homepages and content pages included in update sets?

A: Yes, homepages and content pages can be included in update sets in ServiceNow, but homepages must be manually added to the update set. When you create or modify a homepage or content page, the changes can be captured in an update set.

However, you need to explicitly select the homepage to include it. This allows you to move these configurations between different instances, such as from development to test or production.

Key Points:

• Homepages: Customizations to homepages, such as adding widgets or modifying layouts, are included in update sets.
• Content Pages: Any changes made to content pages, such as adding new sections or modifying page components, are also included.

Make sure that any changes to these pages are committed to an update set before moving them across instances.

Also Read: Top 10 Reasons Why You Should Learn JavaScript | Boost Your Coding Skills

29. How does the CMDB (Configuration Management Database) function in ServiceNow?

A: CMDB stores and manages information about Configuration Items (CIs) such as servers, software, and network devices, along with their relationships. It provides visibility into dependencies and helps with impact analysis for changes.

ServiceNow Discovery automatically populates the CMDB by scanning your network and identifying CIs, ensuring that the data remains up to date. Additionally, the Dependency Views feature allows users to visualize how CIs are connected, helping to assess the impact of changes or incidents.

It is crucial for Change Management as it provides crucial context on the affected CIs, enabling informed decision-making and reducing risks associated with changes. It also integrates with Event Management to detect and respond to incidents or issues, helping IT teams prioritize and resolve problems based on the relationships in the CMDB.

It not only tracks and manages IT assets but also integrates with Discovery, Change Management, and Event Management, enhancing visibility, decision-making, and risk mitigation across IT operations.

30. What are UI policies, and how do they affect form behavior?

A: UI Policies in ServiceNow are used to control the behavior and appearance of form fields based on specific conditions. They allow you to make fields mandatory, read-only, or hidden dynamically. This improves the user experience and enforces business rules directly on the form.

Example: For instance, when a user selects "High" priority in an incident form, a UI Policy can be set to make the "Assignment Group" field mandatory and visible. If the priority is set to "Low", the same field might be hidden or set to read-only.

This ensures that users fill out only relevant fields based on the priority, streamlining data entry and ensuring accuracy.

31. How does an inactivity monitor work in ServiceNow?

A: An Inactivity Monitor in ServiceNow tracks user activity and triggers actions after a certain period of inactivity. It helps ensure users remain engaged with the platform and allows organizations to enforce policies regarding session timeouts. It also alerts users when they've been inactive for too long.

Example: For security reasons, a company may set the inactivity monitor to log users out after 30 minutes of inactivity. If a user doesn't interact with the platform during that time, the system automatically logs them out, protecting sensitive data.

Also Read: What is Digital Security: Importance, Types, and Applications

upGrad’s Exclusive Software and Tech Webinar for you –

SAAS Business – What is So Different?

32. What is the purpose of GlideRecords in ServiceNow?

A: GlideRecord in ServiceNow is a powerful JavaScript class used to interact with the database. It allows you to query, insert, update, and delete records from ServiceNow tables.

Example: To query the incident table for all active incidents:

var gr = new GlideRecord('incident');
gr.addQuery('active', true);
gr.query();
while (gr.next()) {
    gs.info(gr.number);  // Output the incident number
}

In short, GlideRecord is used for CRUD operations (Create, Read, Update, Delete) within ServiceNow, enabling efficient interaction with records in the platform’s database.

33. How would you define a ‘view’ in ServiceNow?

A: In ServiceNow, a view is a layout or presentation of a form that defines how fields are displayed and arranged for different users or user roles. It allows you to customize the appearance and behavior of forms, making them more tailored to specific needs or contexts.

Example: An Incident form may have different views for End Users (with basic fields like description and priority) and Support Agents (with additional fields like assignment group, configuration item, etc.).

34. What is the role of a data policy in ServiceNow?

A: A Data Policy in ServiceNow ensures data consistency and integrity by enforcing rules on how data is entered or updated in the system. It defines mandatory, read-only, or hidden fields, ensuring that specific conditions are met when records are created or modified.

Example: A Data Policy can ensure that the "Short Description" field in an incident record is always mandatory before submitting, whether the incident is created through the UI, API, or import.

Also Read: Data Security in Cloud Computing: Top 6 Factors To Consider

35. What is an Import Set, and how does it work?

A: An Import Set in ServiceNow is a temporary staging table used to import and transform data from external sources (like spreadsheets, CSV files, or third-party systems) into ServiceNow tables. It helps to map, clean, and load data into ServiceNow in a controlled manner.

How it works:

• Data is first loaded into an Import Set Table, a temporary table designed to hold the raw data.
• After data is imported, you can use a Transform Map to define how the data from the Import Set table should be mapped to the target table in ServiceNow (e.g., importing user information into the User table).
• Before importing the data into the target table, you can apply transformations to clean and validate the data.
• Once the data has been transformed and validated, it is transferred from the Import Set table to the target table (e.g., Incident, User, Asset).

Example: If you're importing a list of employees from a CSV file, the Import Set table holds the raw data, and a Transform Map is used to map the fields (like name, email, department) into the User table in ServiceNow.

36. What steps are involved in creating a transform map in ServiceNow?

A: Creating a Transform Map in ServiceNow involves several steps to map data from an Import Set table to a target table in ServiceNow. It ensures the imported data is correctly transformed and loaded. 

Here are the key steps:

• Ensure that the data you want to import is loaded into an Import Set Table. This table temporarily holds the raw data before transformation.
• Go to System Import Sets > Transform Maps in the ServiceNow navigator and click New to create a new transform map.
• Set the Name, Source Table (the Import Set Table), and Target Table (the table where data will be mapped, e.g., Incident, User).
• Use the Field Map to map fields from the Import Set Table to the appropriate fields in the Target Table. 
• You can also use Coalesce to determine which records are considered duplicates (e.g., using a unique field like email to identify existing records).
• Define any Transform Scripts (optional) to clean or manipulate the data before it's inserted into the target table. This can include field conversions, value modifications, or calculations.
• After setting up the Transform Map, test it by running the transformation to check if the data is correctly mapped and imported.
• Once satisfied with the setup, run the transformation process to load the data into the target table.

Example: If you are importing a list of users, the Import Set Table might contain raw data with columns for name, email, and department. The Transform Map would map these columns to the User table’s corresponding fields (e.g., Name, Email, Department).

37. What is the function of Script Includes in ServiceNow?

A: Script Includes in ServiceNow are reusable server-side JavaScript functions that contain business logic or code that can be called from other scripts. It can be Business Rules, Scheduled Jobs, or UI Actions. They help improve code reusability, modularity, and maintainability by encapsulating commonly used logic in one place.

Example: A Script Include might define a function to calculate the priority of an incident based on its category and impact.

var IncidentUtils = Class.create();
IncidentUtils.prototype = {
    initialize: function() {},
    
    calculatePriority: function(category, impact) {
        // Custom logic to calculate priority
        return priority;
    }
};

Other scripts can then call IncidentUtils.calculatePriority() to reuse the logic.

38. How does the Service Catalog enhance user experience in ServiceNow?

A: The Service Catalog in ServiceNow enhances the user experience by providing a centralized, easy-to-use platform for users to request IT services, hardware, software, or access to systems. It simplifies the process of submitting requests, managing tasks, and ensuring consistent service delivery.

Key Enhancements of the Service Catalog:

• Intuitive design for easy browsing and service requests.
• Users can submit and track requests independently without contacting IT.
• Streamlined workflows, approvals, and task assignments for efficient processing.
• Tailored catalogs and dynamic fields based on user roles and needs.
• Users can track request status and receive notifications for improved communication.

Example: A user can request a new laptop, select the model, and submit the request directly through the Service Catalog. The request is then routed for approval, and the appropriate IT team is notified, automating the entire process from request to fulfillment.

39. What is the process for configuring email notifications in ServiceNow?

A: Configuring email notifications in ServiceNow involves several steps to ensure users receive timely and relevant alerts. Here’s the process:

• Navigate to System Notification > Email > Notifications.
• Click New to create a notification, provide a name, and select the target Table (e.g., Incident, Change Request).
• Set the trigger (e.g., record insert, update, or delete) and define conditions (e.g., high-priority incidents).
• Choose recipients (e.g., specific users, groups, or dynamic recipients like assignee).
• Select an Email Template or define custom content using dynamic fields (e.g., ${incident.number}, ${user.name}).
• Test the notification and activate when ready.

Example: You might configure a notification for an Incident where if the priority is set to High, the assignee and the incident manager receive an email with the incident details.

Also Read: Data Structures in Javascript Explained: Importance, Types & Advantages

40. What makes GlideAggregate different from GlideRecord?

A: GlideAggregate and GlideRecord are both used to query records in ServiceNow, but they serve different purposes and are optimized for different use cases.

Here’s a comparison between them:

Also Read: Best Javascript Project Ideas & Topics [For Freshers & Experienced] 

Having a good understanding of intermediate ServiceNow concepts will help you quickly grasp more advanced ServiceNow interview questions and answers. Now, let’s explore some questions on complex ServiceNow technologies, which will make it easier to meet employer expectations when aiming for high-paying, expert roles.

Advanced Interview Questions on ServiceNow

At the senior level, expect questions on custom application development, API integrations, and complex scripting for workflow automation. Expect to be tested on Performance Analytics, CMDB management, and security automation, including best practices for data integrity and incident response. 

Let’s explore common interview questions on ServiceNow for advanced roles.

41. What are Access Control Rules (ACLs) in ServiceNow?

A: Access Control Rules (ACLs) in ServiceNow define permissions and control access to records and fields in the platform. They ensure that only authorized users or groups can view, create, update, or delete specific records.

Example: An ACL might be configured to allow only users with the admin role to delete records in the incident table, while allowing all users to read incidents.

42. How do client-side and server-side scripting differ in ServiceNow?

A: Client-side and server-side scripting in ServiceNow differ in where the scripts run, the type of tasks they handle, and how they interact with the platform.

Key Differences:

43. What are Scheduled Jobs, and why are they important?

A: Scheduled Jobs in ServiceNow are automated tasks that are set to run at specified intervals (e.g., daily, weekly, monthly) or at certain times. These jobs are used to execute scripts or actions in the background, allowing for regular maintenance, reporting, or data processing without manual intervention.

Importance:

• Automation: Scheduled Jobs allow repetitive tasks to be automated, such as data imports, cleanup tasks, or recurring notifications.
• Efficiency: ServiceNow ensures system processes run without requiring active user input, improving overall system efficiency.
• Consistency: They ensure that processes are executed consistently on time, reducing human error and ensuring critical tasks are not forgotten.

Example: A Scheduled Job might be set to run every night to update records in the CMDB or to send out a daily status report to a specific group.

Also Read: Top 25+ JavaScript Frameworks to Learn in 2025 & How to Choose the Right One

44. How can ServiceNow integrate with external applications?

A: ServiceNow integrates with external applications using several methods, enabling seamless data exchange and workflow automation across platforms. 

Key integration methods include:

• Web Services (REST and SOAP): Allows external systems to interact with ServiceNow using standard HTTP methods (GET, POST, etc.).
• IntegrationHub: Provides pre-built connectors for easy integration with third-party systems like Slack, AWS, and Microsoft Teams.
• MID Server: Bridges communication between ServiceNow and on-premise systems behind firewalls.
• Data Imports: Allows importing data from external sources (CSV, JSON, XML) via Import Sets.
• Scripted Web Services: Custom APIs for integrations with external systems.
• Event Management: Integrates with external systems using message queues to trigger actions or synchronize data.

These methods provide flexible, scalable solutions for connecting ServiceNow with external applications.

Example: ServiceNow can listen for events from external monitoring tools and trigger incident creation or notifications based on specific thresholds.

45. What are the key differences between Workflow and Flow Designer?

A: Workflow and Flow Designer in ServiceNow are both tools used for automating processes, but they have distinct differences in terms of design, functionality, and use cases.

Key Differences:

46. What is a Data Source, and how is it used in ServiceNow?

A: A Data Source in ServiceNow is a configuration that defines how external data is imported into the ServiceNow platform. It specifies the source of the data (e.g., a file, database, or web service) and how that data should be processed or mapped into ServiceNow tables.

Example: If you have a CSV file containing user data, you would create a Data Source for that file. You would specify the file location and format and then import the data into ServiceNow using an Import Set. You can then use a Transform Map to map the file fields to the User table.

47. What strategies can be used to troubleshoot performance issues in ServiceNow?

A: To troubleshoot performance issues in ServiceNow, consider these strategies:

• Use dashboards to monitor KPIs and identify bottlenecks.
• Check logs for errors or issues affecting performance.
• Ensure GlideRecord queries are efficient to avoid slow performance.
• Review scripts for inefficiencies and optimize server-side logic.
• Optimize workflows to avoid excessive tasks or approvals.
• Use system diagnostics to check CPU, memory, and disk usage.
• Ensure traffic is evenly distributed across servers.
• Confirm stable network connections, especially for external integrations.
• Ensure the instance is up to date with the latest patches.
• Review and remove inefficient customizations.
• Increase system resources or optimize performance settings for high traffic.

These strategies help identify and resolve performance issues efficiently in ServiceNow.

48. How does a Script Action function in ServiceNow?

A: A Script Action in ServiceNow is used to define and execute server-side JavaScript logic that is triggered by an event. It allows you to automate actions based on certain system events, such as when a record is inserted, updated, or deleted, or when an external system sends an event to ServiceNow.

Example: When a Security Incident is resolved, an event might be triggered (e.g., "incident.resolved"). A Script Action can be set up to automatically notify the security team or update related records when this event occurs.

49. What are Scoped Applications, and how do they impact development?

A: Scoped Applications in ServiceNow are isolated applications within their own namespace, preventing conflicts with other applications. They offer enhanced security, with granular permissions and access control. 

Scoped applications keep custom functionality separate, ensuring no interference with global resources. This structure makes development, updates, and versioning easier by maintaining isolation and preventing naming conflicts.

50. How are different types of tables categorized in ServiceNow?

A: In ServiceNow, tables are categorized into several types based on their purpose and function within the platform. The main types of tables include:

• Base Tables: These are the core tables provided by ServiceNow for managing IT service management (ITSM) processes. Base tables define the structure for common processes and are extended to create custom tables.
• Extended Tables: These are tables that inherit fields and properties from a base table. Custom tables are often created by extending a base table. For example, the Incident table can be extended to create a specialized Security Incident table.
• Custom Tables: These are user-defined tables that are created to store specific data unique to an organization’s needs. Custom tables do not extend a base table and are created using the Table module in ServiceNow.
• System Tables: These tables store essential system data and configurations, such as sys_user (users), sys_dictionary (table schema), and sys_metadata (system configurations). System tables manage metadata and platform settings.
• Junction Tables: These are many-to-many relationship tables used to link other tables. For example, a Task Assignment table might act as a junction table linking tasks and users.
• Task Tables: These tables are used for managing tasks across various processes. Incident, Change Request, and Problem are examples of task tables. Task tables are often extended by other process-specific tables.
• Reference Tables: These tables store data that is referenced by other tables. For example, the cmdb_ci table stores configuration items (CIs), and other tables, such as Incident, can reference these CIs.

In short, ServiceNow tables are categorized as base, extended, custom, system, junction, task, and reference tables, depending on their purpose and how they relate to other tables in the platform.

51. What best practices are followed to ensure security in ServiceNow?

A: Ensuring security in ServiceNow involves following best practices to protect data, maintain privacy, and control access across the platform. Some key best practices include:

• Use roles to restrict access based on the principle of least privilege.
• Define permissions at field and table levels for granular access control.
• Enable Multi-Factor Authentication (MFA) and Single Sign-On (SSO).
• Encrypt sensitive data in transit (HTTPS) and at rest (AES).
• Use Business Rules for data integrity and validation during record updates.
• Restrict admin privileges and monitor their usage.
• Protect external integrations with secure authentication methods like OAuth.
• Keep the instance updated with the latest security patches.
• Mask sensitive information to prevent unauthorized access.
• Enforce separation to prevent conflicts of interest.
• Set up responses for fast action on security breaches.
• Monitor activities through System Logs and Audit Logs to detect suspicious behavior.

These practices help ensure data protection, access control, and overall platform security.

52. What is the purpose of a MID Server in ServiceNow?

A: The MID Server in ServiceNow acts as a secure bridge between ServiceNow and external systems, typically those behind firewalls or in private networks. 

It supports Discovery (mapping systems to the CMDB), integration (transmitting data), and Orchestration (executing workflows on external systems). 

The MID Server ensures encrypted communication, allowing ServiceNow to interact with on-premise infrastructure and applications securely.

Example: A MID Server might be used to collect data from a server inside a company's private network. It sends that data to ServiceNow for updating the CMDB or for other workflows. This ensures that sensitive systems behind the firewall remain secure.

53. How does ServiceNow Event Management support IT operations?

A: ServiceNow Event Management supports IT operations by providing real-time monitoring, managing, and responding to events from various IT systems. 

It helps IT teams detect, assess, and resolve incidents or issues before they impact services, improving operational efficiency and minimizing downtime.

Example: If a server’s disk space runs low, Event Management will receive an alert from a monitoring tool. It will correlate it with existing incidents, and automatically notify the responsible team to resolve the issue before it affects service.

54. What are Workflows in ServiceNow, and how do they streamline processes?

A: Workflows in ServiceNow are automated processes that define a series of tasks, approvals, and notifications designed to streamline business processes. They ensure tasks are completed in the correct order. 

They are visual representations of business logic, automating repetitive processes and improving efficiency.

Example: A Change Request Workflow might automatically generate tasks for impact assessment, assign approval tasks to managers, and notify users of updates. This eliminates manual intervention and ensures each step of the process is followed consistently.

Also Read: Top 10 JavaScript Libraries to Learn

Knowing what the employers may ask in the interview isn’t enough. You must have a gameplan when entering the interview room. Let’s explore some tips you can follow to improve your chances.

How to Succeed in ServiceNow Interviews: Tips for Career Growth

To succeed in a ServiceNow interview, focus on technical proficiency, problem-solving, and explaining your past experiences clearly with real-world examples. 

Here’s how to prepare and stand out:

• Master Core ServiceNow Concepts: Focus on foundational areas like ITSM, CMDB, and workflows. Be ready to explain their role in business processes and how they integrate with each other.
• Differentiate Between Flow Designer and Workflows: Flow Designer is newer, user-friendly, and ideal for simple, low-code automation, while Workflows are more powerful and suited for complex task sequencing. Highlight your experience with both in relevant scenarios.
• Prepare for Technical Questions: Know the ins and outs of GlideRecord, UI Policies, Business Rules, and scripting. Practice writing scripts and explaining them in simple terms.
• Understand Key Modules: Familiarize yourself with important ServiceNow modules such as Incident, Change, and Problem Management. Understand their processes and how they work within the larger ServiceNow ecosystem.
• Practice Real-World Scenarios: You may be asked about past experiences in workflow optimization or API integrations. Practice articulating how you diagnosed and solved these challenges.
• Highlight Your Experience: Share specific examples where you’ve implemented ServiceNow features, such as custom applications or automations. Focus on the impact your solutions had on the business.
• Behavioral Questions: Expect questions on teamwork, leadership, and conflict resolution. Show that you can collaborate effectively and communicate clearly with both technical and non-technical stakeholders.
• Stay Current: ServiceNow is constantly evolving, so stay updated on new features and best practices. Show your interviewer that you're proactive about learning and improving your skills.
• Frequently Overlooked Features: Many candidates overlook ServiceNow’s automation capabilities beyond workflows. This includes using Business Rules to automate tasks, leveraging Event Management for proactive IT monitoring, or using Performance Analytics to track operational success. Be sure to mention these areas and demonstrate how you’ve used them in your work.

By following these strategies, you’ll be well-equipped to confidently handle a ServiceNow interview and demonstrate your potential for career growth in the platform.

Also Read: Most Asked Javascript Interview Questions & Answers

Building on your interview preparation, continuous skill development is key to advancing your ServiceNow career. upGrad offers specialized programs to help you stay ahead of evolving ServiceNow trends and enhance your expertise for future roles.

How Can upGrad Help You Advance Your ServiceNow Career Journey?

upGrad’s courses teach essential ServiceNow skills like workflow automation, custom application development, and third-party integrations. You’ll gain hands-on experience with Performance Analytics, CMDB, and orchestration, mastering incident management, data security, and automation.

Check out these courses to enhance your ServiceNow expertise.

• Core Java Basics
• JavaScript Basics from Scratch
• Advanced JavaScript for All
• Java Object-oriented Programming
• AI-Powered Full Stack Development Course by IIITB

You can also get personalized career counseling with upGrad to guide your career path, or visit your nearest upGrad center and start hands-on training today!

Boost your career with our popular Software Engineering courses, offering hands-on training and expert guidance to turn you into a skilled software developer.

Explore our Popular Software Engineering Courses

Master in-demand Software Development skills like coding, system design, DevOps, and agile methodologies to excel in today’s competitive tech industry.

In-Demand Software Development Skills

Stay informed with our widely-read Software Development articles, covering everything from coding techniques to the latest advancements in software engineering.

Read our Popular Articles related to Software