ServiceNow Admin Interview Questions

The ServiceNow Admin Online Training & Certification Course by Multisoft Virtual Academy is a specialized training program designed for individuals looking to deepen their understanding of ServiceNow’s administrative capabilities. This course offers a comprehensive overview of ServiceNow, focusing on administrative functionalities, system configuration, and vital platform features. Multisoft’s program stands out by incorporating real-world scenarios and case studies, allowing learners to simulate the challenges faced in actual business environments. On completing the course, participants will have the knowledge and skills to configure, manage, and maintain a ServiceNow environment effectively.

Here are a set of interview questions answers which will help the participants to prepare for their interview:

Q1. What is ServiceNow?

ServiceNow is a cloud-based IT Service Management (ITSM) platform that helps streamline business operations and automate various IT processes. It offers various modules, like Incident, Problem, Change, and Configuration Management, to name a few.

Q2. What’s the difference between an Incident and a Problem in ServiceNow?

An incident refers to an unplanned interruption or reduction in the quality of an IT service. Problems, on the other hand, are the root causes of one or more incidents. While incidents focus on restoring service, problem management focuses on finding and resolving the root cause.

Q3. Describe the Service Catalog.

The Service Catalog is a module in ServiceNow that allows users to request IT services, hardware, software, and other services. It provides a user-friendly interface, streamlining the request process and ensuring IT can track and fulfill them effectively.

Q4. What is a Configuration Item (CI)?

A CI is any service asset that needs to be managed in order to deliver an IT service. CIs can be tangible, like a laptop, or intangible, like a software license. They are maintained in the Configuration Management Database (CMDB).

Q5. How do you customize the user interface in ServiceNow?

ServiceNow provides various options: UI policies to dynamically change information on a form, Client Scripts for client-side scripting, UI Actions to add buttons, links, or context menu items, and Branding Editor for adjusting the platform’s appearance.

Q6. What’s the role of a Transform Map?

Transform maps determine how imported data fields will map to fields in a ServiceNow table. When importing data from external sources, transform maps ensure the data goes into the correct fields.

Q7. How is a Business Rule different from a Client Script?

Business Rules run on the server-side and can perform operations before or after a record is queried, updated, created, or deleted. Client Scripts, however, run on the client-side (browser) and are used for form behavior modifications.

Q8. What are Data Policies?

Data policies enforce mandatory and read-only states for fields and are applied before server-side logic, like Business Rules.

Q9. Explain Scheduled Jobs in ServiceNow.

Scheduled Jobs are automated processes that run at specified intervals. They can be set up to run scripts, clean up old records, or perform routine maintenance tasks.

Q10. What’s the importance of the Update Set?

Update sets are a way to group changes made in a ServiceNow instance and move them to other instances. This ensures consistency and repeatability across development, testing, and production environments.

Q11. Define an SLA in ServiceNow.

An SLA (Service Level Agreement) defines the time within which a service request or incident should be resolved. SLA timers help in tracking the promised service delivery time and ensure timely completion.

Q12. How is a GlideRecord used in ServiceNow?

GlideRecord is a server-side script API that allows for the querying and manipulation of data in ServiceNow tables. It’s the primary way to interact with database tables in server-side scripts.

Q13. What is the importance of the Domain Separation feature?

Domain Separation allows for multiple tenants or ‘domains’ to exist in a single instance of ServiceNow, ensuring that each domain’s data, processes, and configurations are isolated.

Q14. How do you implement security in ServiceNow?

ServiceNow uses a combination of Roles, ACLs (Access Control Lists), and Groups to implement security. ACLs define which roles have permissions to perform CRUD operations on records or fields.

Q15. Explain Inbound and Outbound Integrations in ServiceNow.

Inbound integrations allow external systems to send data to ServiceNow, typically using APIs or email. Outbound integrations enable ServiceNow to send data to external systems, often using REST, SOAP, or other integration protocols.

Q16. What’s the significance of the Discovery tool?

Discovery is a ServiceNow tool that finds computers, servers, and other devices on a network and populates this data into the CMDB automatically.

Q17. Describe Flow Designer in ServiceNow.

Flow Designer is a modern, visual tool allowing admins and developers to automate processes in ServiceNow without writing code. It’s user-friendly and suitable for creating complex workflows.

Q18. What is a Knowledge Block in ServiceNow?

A Knowledge Block refers to a set of articles or content from the Knowledge Management module, helping users find solutions to common issues or get information about various topics.

Q19. How can Performance Analytics benefit a business using ServiceNow?

Performance Analytics provides in-depth insights, analytics, and visualizations about processes in ServiceNow. This data-driven approach helps businesses make informed decisions, identify bottlenecks, and continually improve their service delivery.

Q20. What’s the difference between a Clone and an Update Sync in ServiceNow?

Cloning involves copying data from one instance to another. It’s useful for keeping test environments in sync with production. Update Sync, however, is about moving customizations (like update sets) between instances without copying data.

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