Top 30+ ServiceNow Interview Questions and Answers

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ServiceNow is a cloud-based platform that helps businesses manage digital workflows. It was founded in 2004 by Fred Luddy in Santa Clara, California. Originally focused on IT service management, it has grown to support HR, customer service, and security operations. Today, many companies use ServiceNow to improve efficiency and automate processes. Jobs like ServiceNow developer, administrator, and business analyst are in high demand. If you are preparing for one of these roles, the right interview questions can give you an edge. Here are 30+ commonly asked ServiceNow interview questions and answers you should know.

Fun Fact: 85% of Fortune 500 companies use ServiceNow.

ServiceNow Interview Process

The hiring process for ServiceNow roles often includes multiple stages designed to assess both technical and functional expertise.

1. Initial Screening – A recruiter reviews your profile and may ask basic questions about your background.
2. Technical Round – You will face interview questions for ServiceNow covering platform features, scripting, and real problem-solving.
3. Scenario-Based Assessment – Practical tasks to test workflow design, configuration, or troubleshooting skills.
4. Managerial/HR Round – Focused on cultural fit, communication, and career goals.

Preparation should balance theory, hands-on practice, and familiarity with the company’s ServiceNow usage.

Note: We have divided the interview questions for ServiceNow into basic, freshers, experienced, scenario-based, technical, coding, role-specific, and company-specific categories to make your preparation easier and more organized.

Basic ServiceNow Interview Questions

Here are some common ServiceNow basic interview questions to help you understand core concepts and prepare for your first interview.

1. What is ServiceNow and how does it work?

ServiceNow is a cloud-based platform for IT service management, workflow automation, and business process optimization. It works by storing data in tables and using applications to process and display that data. Users interact through forms, lists, and dashboards, while automation tools handle tasks, notifications, and approvals.

2. Explain the difference between a Business Rule and a Client Script.

A Business Rule runs on the server side, usually before or after a database action like insert or update. It can modify data or trigger logic without user interaction. A Client Script runs in the browser, reacting to form events such as load, change, or submit. It is mainly for improving the user experience.

3. What is CMDB and why is it important?

The Configuration Management Database (CMDB) stores details about IT assets and their relationships. It is important because it provides a single source of truth for asset management, impact analysis, and change control. A healthy CMDB supports accurate incident, problem, and change processes.

In 2025, aligning CMDB with the Common Service Data Model (CSDM) is considered a best practice.

4. What are UI policies used for in ServiceNow?

UI policies dynamically change form behavior. They can make fields mandatory, read-only, or hidden based on conditions, improving data accuracy and user guidance without scripting.

5. What is domain separation?

Domain separation allows data, processes, and configurations to be isolated between business units or customers in the same ServiceNow instance, improving data privacy and control.

6. What is a glide report?

GlideReport is an API used to create and run reports through scripts. It allows developers to programmatically define report parameters and get results in code.

ServiceNow Interview Questions for Freshers

These ServiceNow interview questions and answers will help beginners prepare confidently for entry-level roles.

7. How is ServiceNow different from Salesforce?

Aspect	ServiceNow	Salesforce
Primary Focus	IT service management, enterprise workflows, automation	Customer relationship management (CRM)
Best For	Internal process automation	Sales, marketing, and customer-facing processes
Core Strength	Streamlining IT operations and service delivery	Managing customer relationships and driving sales
Typical Users	IT teams, operations, HR, facilities	Sales, marketing, and customer support teams

8. What are the key components of a ServiceNow instance?

Key components include the database (tables and records), the user interface (forms, lists, and dashboards), the application layer (modules and applications), and the automation layer (workflows, business rules, and scripts).

9. What is an import set?

An import set is a staging table used to import external data into ServiceNow. Data is first stored in the import set table, then transformed into target tables using a transform map.

10. What is a record producer?

A record producer is a catalog item that creates records in tables other than the Service Catalog table. It provides a simplified form for users to submit data without navigating to the table directly.

11. What is HTML sanitizer used for?

The HTML sanitizer removes potentially harmful HTML and script content from user inputs before displaying it. It helps prevent cross-site scripting (XSS) attacks.

12. What happens when a user customizes their homepage?

When a user customizes their homepage, ServiceNow creates a personal copy of that page. Changes affect only that user’s view and do not impact the global homepage. 

Also Read - Top 30+ Salesforce Interview Questions and Answers

ServiceNow Interview Questions for Experienced Professionals 

Here are the commonly asked ServiceNow interview questions and answers for experienced professionals. 

13. What does the setWorkflow(e) function do?

The setWorkflow(e) function in ServiceNow is used in server-side scripts to control whether Business Rules, workflows, and other automated processes run for a database operation. Passing false skips these processes, which can improve performance when bulk updating data.

14. How do you handle invalid queries in glide scripts?

When using GlideRecord, invalid queries can be caught by checking the isValid() method after setting conditions. If it returns false, the script should skip execution or log an error. This prevents runtime issues and ensures clean query execution.

15. What is a sys_id?

A sys_id is a 32-character unique identifier for every record in ServiceNow. It is automatically generated and never changes, even if record data changes. The sys_id is used in references, imports, and integrations to identify records precisely.

16. What are gauges and dashboards?

A gauge is a visual element that displays dynamic data from a report on a homepage or dashboard. A dashboard is a collection of multiple widgets, including gauges, reports, and performance analytics, that provide an overview of metrics and activities.

17. What is the async rule used for?

An asynchronous Business Rule is triggered after a database operation but runs in the background, separate from the main transaction. This helps improve user performance by not making them wait for heavy processing to complete. It is useful for tasks like sending notifications, updating related records, or making API calls without delaying the user’s action.

Note: We are also covering ServiceNow interview questions based on the experience level to help you prepare for roles that match your career stage.

ServiceNow Interview Questions for 2 Years Experienced

• Describe a complex ServiceNow implementation you worked on.
• Which modules have you specialized in and why? 
• Tell us about a major project you were responsible for. 
• How did you solve a challenging issue with ServiceNow? 
• Describe a time you worked with a difficult stakeholder and how you handled it.

ServiceNow Interview Questions for 3 Years Experienced

Here are some ServiceNow developer interview questions for 3 years experienced professionals.  

• What exposure have you had to the ServiceNow platform? 
• What major implementations have you carried out? 
• What modules do you specialize in and why? 
• Explain a time when you improved a process using ServiceNow. 
• Describe how you collaborate with other teams in implementing solutions. 

ServiceNow Interview Questions for 7 Years Experienced

• What implementations have you led on ServiceNow? 
• Which modules and integrations are you expert in? 
• Tell me about a project where you guided junior developers or analysts. 
• Describe a time you resolved a critical production issue. 
• How have you influenced architectural or process decisions in your team? 

ServiceNow Scenario Based Interview Questions

These scenario-based ServiceNow interview questions test how you apply your knowledge to real situations and solve practical challenges.

18. How would you customize the incident workflow to add approvals?

I would open the Incident workflow in the Workflow Editor. Then, I would insert an Approval activity before the resolution stage. The approval table would be set to the required group or manager. Once approved, the workflow would continue. If rejected, it would return to the assigned group.

19. Describe how you configure SLAs for an urgent incident.

I would create a new SLA definition in the SLA module. The condition would match urgent incidents (priority = 1). The start condition would be “incident created,” and the stop condition would be “incident resolved.” I would also define a short target time, such as 4 hours, and attach it to the relevant priority rules.

20. You receive multiple incidents. How would you prevent recurrence?

First, I would review incident records to identify the root cause. If needed, I would create a Problem record and start problem management activities. Once the cause is fixed, I would update knowledge articles or apply permanent fixes to prevent the same issue from happening again.

21. How would you automate service request fulfillment using Flow Designer?

In Flow Designer, I would create a new flow triggered by a service request submission. The flow would include actions such as creating tasks, sending notifications, updating records, and closing the request automatically when all tasks are complete. This would streamline fulfillment without manual intervention.

ServiceNow Technical Interview Questions

This section covers technical ServiceNow interview questions that assess your platform knowledge and hands-on skills.

22. How do you use Flow Designer or the Workflow Editor in ServiceNow?

Flow Designer is a modern tool for building automated processes without coding. You create a flow, define a trigger, and add actions or subflows. The Workflow Editor is older and uses a drag-and-drop canvas to design workflows. It is still available for legacy use cases but is being phased out in favour of Flow Designer.

23. What are different types of Discovery in ServiceNow?

Discovery types include Horizontal Discovery, which finds devices and applications across the network, and Vertical Discovery, which focuses on detailed application-specific information. There is also Cloud Discovery for virtual resources in cloud environments.

24. Explain the phases of Discovery.

The main phases are:

• Scanning – Identifying active IP addresses.
• Classification – Determining the type of device or application.
• Identification – Matching the discovered item with CMDB records.
• Exploration – Collecting detailed attributes and relationships.

25. How do you set up Scheduled Discovery jobs?

I would go to the Discovery Schedules module. Then, I would create a new schedule, define the IP ranges, and select the MID server. I would set the run frequency (e.g., daily or weekly) and choose the applicable credentials. Finally, I would save and activate the schedule so Discovery runs automatically at the defined times.

ServiceNow Coding Interview Questions

These are coding-focused ServiceNow interview questions that evaluate your scripting skills.

26. Briefly explain GlideRecord and an example query.

GlideRecord is a server-side API in ServiceNow used to query, insert, update, and delete records in tables. By default, it respects ACLs unless explicitly overridden.

Example:

var gr = new GlideRecord(‘incident’);

gr.addQuery(‘priority’, 1);

gr.query();

while (gr.next()) {

    gs.info(gr.number);

}

27. Write a script to create a new incident record using GlideRecord.

var gr = new GlideRecord(‘incident’);

gr.initialize();

gr.short_description = “Test incident from script”;

gr.priority = 2;

gr.insert();

28. How would you write a script to update the short_description given a sys_id?

var gr = new GlideRecord(‘incident’);

if (gr.get(‘sys_id_value_here’)) {

    gr.short_description = “Updated description”;

    gr.update();

}

29. What is a script include and when would you use it?

A script include is a reusable server-side script that stores functions or classes. It is used when you need to call the same logic from multiple server-side scripts or from client-side scripts via GlideAjax. This reduces code duplication and makes maintenance easier.

ServiceNow Role-Specific Interview Questions

Now, let’s go through interview questions for ServiceNow roles like admin, developer, tester, architect, and business analyst to help you prepare better.

Interview Questions for ServiceNow Developer

30. When would you use setWorkflow(e)?

setWorkflow(false) is used in server-side scripts to skip running Business Rules, workflows, and other automated processes during a database operation. It’s useful for bulk updates or when automation is unnecessary.

31. How do you implement installation exits?

Installation exits are JavaScript functions that override default platform behaviors during upgrades or installs. They are placed in special script files and run at defined extension points. This allows adding custom logic without modifying core code.

32. Describe client transaction timing.

Client transaction timing refers to the sequence of client-side events in ServiceNow: onLoad runs when a form loads, onChange runs when a field value changes, and onSubmit runs before form submission. Knowing this helps control UI behavior.

33. What are best practices for impersonation?

When impersonating, I make sure to only do it in non-production if possible. I note the start and end time, use it briefly, and document actions taken. I avoid making irreversible changes unless necessary and stop impersonation as soon as testing is done.

ServiceNow Admin Interview Questions

Here are some ServiceNow administration interview questions to help you prepare for tasks related to managing and configuring the platform.

34. How do you restrict users from uploading attachments?

You can create or update Access Control Rules (ACLs) for the sys_attachment table. Set conditions to allow only certain roles to add files.

35. How do you disable attachments for a specific table?

Open the table’s dictionary entry. In the configuration, uncheck the “Allow attachments” option. This prevents all users from uploading files to that table’s records.

36. How do you edit a form layout?

Navigate to the form, right-click the header, and select Configure → Form Layout. You can move fields between the available and selected lists, adjust sections, and then save.

37. How do you use impersonation for testing?

I search for the user in the User table and click Impersonate. This lets me test permissions, UI policies, and workflows as that user. I keep impersonation sessions short and exit once the test is complete.

ServiceNow Tester Interview Questions

38. What is ATF in ServiceNow and when would you use it?

ATF (Automated Test Framework) allows automated testing of configurations and customizations in ServiceNow. I use it to speed up regression testing and reduce manual effort. Newer versions support parallel test execution to reduce testing time.

39. How do you debug ACLs?

Enable Debug Security Rules in the system diagnostics. Then reproduce the action to see which ACLs are evaluated and why access is granted or denied.

40. How do you handle test data cleanup?

I track all test data I create during testing. Once tests finish, I delete or reset it to avoid clutter and prevent it from affecting production-like scenarios.

41. Explain how you test client and server-side scripts.

For client scripts, I test form behaviors in the UI by triggering field changes and submissions. For server scripts, I use background scripts or controlled test records to check logic and outputs.

ServiceNow Architect Interview Questions

42. How do you design data models in ServiceNow?

I start by identifying entities, their relationships, and required attributes. I use the Table Builder or ERD tools to map them, making sure they align with platform best practices.

43. What is a BSM map and how is it useful?

A Business Service Map (BSM) visually displays relationships between configuration items (CIs) and business services. It’s useful for impact analysis and troubleshooting service outages.

44. How do you handle CMDB baselines?

CMDB baselines capture snapshots of CIs at specific times. I schedule them regularly, then compare snapshots to track unauthorized changes or investigate issues.

45. How do you plan for domain separation?

I define data, process, and UI isolation needs upfront. Then I configure domain-specific records, roles, and access rules so each domain operates independently without affecting others.

ServiceNow Business Analyst Interview Questions

46. How would you gather requirements for a ServiceNow project?

I start with stakeholder interviews, workshops, and process walkthroughs. I document needs, pain points, and priorities clearly for both business and technical teams.

47. Explain how you map business needs to ServiceNow workflows.

I break down each requirement into process steps. Then I align them with existing ServiceNow modules or design custom workflows if needed.

48. What modules would you use for a request fulfillment flow?

I would typically use the Service Catalog, Request Management, and Knowledge Management modules. They help guide requests from submission to completion.

49. How would you use reports or dashboards to track KPIs?

I create real-time dashboards with widgets for key metrics. Reports are scheduled to highlight SLA compliance, backlog trends, and resolution times.

Other Important ServiceNow Interview Questions

This section includes additional ServiceNow interview questions that cover various modules, features, and best practices you should know.

ServiceNow ITSM Interview Questions

1. What is ITSM in ServiceNow and which modules does it include? 
2. How does Incident Management work in ServiceNow? 
3. Difference between Incident and Problem Management? 
4. How would you implement Change Management? 
5. How do you configure SLAs? 

ServiceNow CMDB Interview Questions

These are important CMDB interview questions that cover key concepts, best practices, and practical scenarios in ServiceNow.

1. What is CMDB and what’s its role? 
2. What is a CMDB baseline? 
3. What is Discovery and its types? 
4. What are the phases of Discovery? 
5. How do you maintain CMDB health? 

ServiceNow HRSD Interview Questions

1. How do you open a new HR case? 
2. What are the activities involved when investigating an HR case? 
3. How can you escalate an HR case? 
4. What is COE in HRSD? 
5. What is the difference between HR Criteria and User Criteria?

ServiceNow ITOM Interview Questions

1. What is Flow Designer and why use it? 
2. What is a MID Server, and when would you use one? 
3. Define orchestration in ServiceNow ITOM terms.
4. How does Discovery work and what are its types? 
5. How do you schedule Discovery jobs? 

ServiceNow ATF Interview Questions

Let’s go through ATF ServiceNow interview questions that focus on Automated Test Framework concepts.

1. What is the ServiceNow Automated Test Framework (ATF)? 
2. What are the benefits of automated testing in ServiceNow? 
3. When do you use ATF vs manual testing? 
4. What are automation testing best practices in ServiceNow? 
5. How would you troubleshoot a failing ATF test?

CSM ServiceNow Interview Questions

1. What does CSM module cover in ServiceNow? 
2. How does CSM workflows differ from ITSM workflows? 
3. How would you set up a customer complaint tracking flow? 
4. Explain how to link CSM cases to CMDB or Asset. 
5. How would you report on CSM metrics using dashboards? 

ServiceNow GRC Interview Questions

These GRC ServiceNow interview questions cover governance, risk, and compliance features, workflows, and best practices on the platform.

1. What is GRC in ServiceNow and how is it structured?
2. How do you model risk and control using GRC module? 
3. How would you set up policy compliance in GRC?
4. How does GRC integrate with ITSM processes? 
5. How would you use dashboards to show GRC metrics? 

ACL Interview Questions in ServiceNow

1. What is an ACL and how is it used? 
2. What is the processing order for Record ACLs? 
3. What are the differences between Table.none and Table.* ACLs? 
4. How do you debug ACL rules? 
5. What is ACL debug functionality?

ServiceNow Integration Interview Questions

1. Describe the last integration you built. 
2. What challenges did you face setting up integrations? 
3. What HTTP methods do you use (PATCH vs PUT)? 
4. Explain MID Server role in integrations. 
5. What is a database view and how is it used for integration? 

ServiceNow Discovery Interview Questions

1. What is Discovery and its main purpose?
2. What are the phases of Discovery? 
3. How do you use MID Server in Discovery? 
4. What are Discovery jobs and how are they scheduled? 
5. What is the role of CMDB in Discovery?

ServiceNow Scripting Interview Questions

You might also come across client script interview questions in ServiceNow like these.

1. What is GlideRecord and how do you use it? 
2. What is a business rule and how do you decide when to use it? 
3. What is the difference between client and server scripts? 
4. How do you use _next() vs next() in GlideRecord?
5. How do you use addOrCondition and addNotNullQuery in GlideRecord? 

Flow Designer ServiceNow Interview Questions

1. What is Flow Designer? 
2. How does Flow Designer differ from the Workflow Editor? 
3. What is a record pill in Flow Designer? 
4. How would you automate a request using Flow Designer?
5. How do you debug or monitor flows? 

ServiceNow Ticketing Tool Interview Questions

1. What modules are used for ticket management in ITSM? 
2. How do incident and problem workflows differ? 
3. How do you configure priority or SLAs on tickets? 
4. What metrics are used to monitor ticket performance?
5. How do you escalate or automate ticket routing? 

Incident Management Interview Questions ServiceNow

1. What is Incident Management process in ServiceNow? 
2. How do you categorize and prioritize incidents?
3. How do you connect incidents to CMDB or change tasks?
4. How would you prevent recurring incidents?
5. How do you track incident resolution performance?

ServiceNow Catalog Interview Questions

1. What is a catalog item and record producer? 
2. How do you configure variable sets and forms?
3. What is service catalog workflow?
4. How do you manage approvals in catalog requests? 
5. How would you integrate catalog items with external systems?

ServiceNow Portal Interview Questions

1. What is Service Portal and how is it used? 
2. How do you customize the Service Portal experience? 
3. How do you add widgets or pages?
4. How do you manage permissions in portals?
5. How do you optimize portal performance? 

ServiceNow Tool Interview Questions

1. What is Performance Analytics, and how do you use it? 
2. What is the schema map? 
3. What is a dashboard and how is it set up? 
4. How do you use metrics or indicators in reporting? 
5. What is the update set mechanism and how do you use it? 

ServiceNow Interview Questions Asked by Top IT Companies

Now, let’s go through ServiceNow company interview questions that are commonly asked by leading IT organizations during the hiring process.

Accenture ServiceNow Interview Questions

1. Describe a large-scale ServiceNow deployment you worked on.
2. How did you manage integrations across global teams?
3. What automation did you build that delivered measurable impact?
4. How did you work in Agile/SCRUM setting?
5. How do you uphold data privacy in multi-client environments?

TCS ServiceNow Interview Questions

1. How have you customized ServiceNow for manufacturing or banking clients?
2. How do you manage project delivery across different time zones?
3. What offshore collaboration challenges did you face?
4. How did you automate ticketing workflows in your last role?
5. Tell us how you handled an urgent high-priority issue.

Deloitte ServiceNow Interview Questions

1. How did you design data models across ITSM and HRSD modules?
2. What risk controls have you implemented using GRC?
3. How did you advise a client on compliance configurations?
4. How did you integrate ServiceNow with ERP or SAP systems?
5. What dashboards did you build for executive reporting?

EY ServiceNow Interview Questions

1. How did you support digital transformation using ServiceNow?
2. What audit trails did you configure in ACL or GRC?
3. How did you use Performance Analytics for operational efficiency?
4. Describe an instance of customizing workflows for compliance.
5. How do you plan for scalability in multi-tenant setups?

KPMG ServiceNow Interview Questions

1. How did you tailor ServiceNow for financial services compliance?
2. What ITOM automation did you implement?
3. How did you manage CMDB health for risk oversight?
4. What role did you play in ServiceNow rollouts?
5. How did you align ServiceNow architecture with enterprise governance?

How to Prepare for ServiceNow Interview Questions?

Cracking ServiceNow interviews needs focused preparation and clear understanding of platform features. Here the tips to follow:

• Study interview questions for ServiceNow from recent interview experiences
• Practice building workflows scripts and configurations in a personal instance
• Review core modules like Incident Catalog CMDB and ITSM
• Understand the ServiceNow hiring process for your target role
• Prepare scenario-based answers using real project examples

Wrapping Up

And that’s a wrap on the 30+ most common ServiceNow interview questions and answers. With the right preparation and hands-on practice, you can confidently face any ServiceNow role interview. 

If you are looking for IT opportunities, including ServiceNow jobs, check out Hirist – a platform where top companies post their latest tech openings.

FAQs

Role	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
ServiceNow Developer	₹3.6 Lakhs – ₹12.5 Lakhs	₹7.2 Lakhs	₹46,000 – ₹47,000
ServiceNow Administrator	₹2.9 Lakhs – ₹10 Lakhs	₹5.5 Lakhs	₹37,000 – ₹38,000
ServiceNow Architect	₹18 Lakhs – ₹52 Lakhs	₹32 Lakhs	₹2 Lakhs – ₹2.1 Lakhs
ServiceNow Tester	₹3.7 Lakhs – ₹16 Lakhs	₹6.5 Lakhs	₹57,000 – ₹59,000
ServiceNow Analyst	₹5.7 Lakhs – ₹21.9 Lakhs	₹13.8 Lakhs	N/A

ServiceNow Developer Salary in India (2025)

Experience Range	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
2–5 years	₹3.6 – ₹12.5 Lakhs	₹7.2 Lakhs	₹46,000 – ₹47,000

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ServiceNow Administrator Salary in India (2025)

Experience Range	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
1–7 years	₹2.9 – ₹10 Lakhs	₹5.5 Lakhs	₹37,000 – ₹38,000

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ServiceNow Architect Salary in India (2025)

Experience Range	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
6–15 years	₹18 – ₹52 Lakhs	₹32 Lakhs	₹2 – ₹2.1 Lakhs

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ServiceNow Tester Salary in India (2025)

Experience Range	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
2–8 years	₹3.7 – ₹16 Lakhs	₹6.5 Lakhs	₹57,000 – ₹59,000

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ServiceNow Analyst Salary in India (2025)

Experience Range	Annual Salary Range	Avg. Annual Salary	Monthly In-hand Salary
0–10 years	₹5.7 – ₹21.9 Lakhs	₹13.8 Lakhs	₹96,000 – ₹99,000