what are ServiceNow interview questions for freshers?

For freshers interviewing for a ServiceNow role, the interview questions will focus on your basic understanding of the platform, your knowledge of IT Service Management (ITSM) concepts, and your problem-solving abilities. Even though freshers may not have extensive hands-on experience, interviewers typically assess your foundational knowledge of ServiceNow, your eagerness to learn, and your ability to grasp core concepts.

Here are some common ServiceNow interview questions for freshers:

1. Basic ServiceNow Platform Questions

• What is ServiceNow?

  • You should explain that ServiceNow is a cloud-based platform that automates IT service management (ITSM) and business workflows for enterprises. Highlight its capabilities in managing incidents, problems, changes, and service requests.

• What are the key features of the ServiceNow platform?

  • Mention features like workflows, automation, self-service portals, ITSM, ITOM (IT Operations Management), CMDB (Configuration Management Database), and reporting capabilities.

• What is the role of ServiceNow in ITSM?

  • Explain that ServiceNow helps organizations streamline their IT services by automating processes like incident management, change management, and problem resolution.

• What are the main modules of ServiceNow?

  • List key modules such as Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, and CMDB.

2. ITIL and ITSM Basics

• What is ITIL and how is it related to ServiceNow?

  • Explain that ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management, and ServiceNow is a platform that supports ITIL processes to improve efficiency in managing IT services.

• What is Incident Management in ServiceNow?

  • Discuss how incident management in ServiceNow helps organizations log, track, and resolve IT-related incidents (issues or outages) to restore normal services as quickly as possible.

• What is the difference between an Incident and a Problem in ServiceNow?

  • Mention that an incident is an individual issue affecting service, while a problem refers to the underlying cause of one or more incidents, and problem management aims to prevent future incidents.

• What is Change Management in ServiceNow?

  • Explain that change management helps control the lifecycle of changes to IT services, ensuring that changes are made in a controlled and risk-managed manner.

3. Scripting and Development Basics (for Developer Roles)

• Do you know JavaScript? How is it used in ServiceNow?

  • As JavaScript is the primary language for scripting in ServiceNow, you should explain your basic understanding of JavaScript and its role in automating tasks, building custom applications, and creating workflows in ServiceNow.

• What are Client Scripts in ServiceNow?

  • Explain that Client Scripts are scripts that run on the client side (browser) and are used to manage form behavior, validate data, and enhance user interaction.

• What are Business Rules in ServiceNow?

  • Describe Business Rules as server-side scripts that execute when records are created, updated, or deleted, and are used to enforce business logic.

• What is GlideRecord in ServiceNow?

  • Explain that GlideRecord is an API used to query and manipulate records in ServiceNow's database. It allows developers to retrieve, update, or delete records programmatically.

4. Workflow and Automation Questions

• What is a workflow in ServiceNow?

  • A workflow in ServiceNow automates business processes by defining a series of tasks, approvals, and actions that execute based on specific conditions.

• How do you create a workflow in ServiceNow?

  • Discuss the use of Workflow Editor, a drag-and-drop interface where you can define tasks, approvals, and conditions to automate processes like ticket assignments or approvals.

• What is Flow Designer in ServiceNow?

  • Explain that Flow Designer is a newer tool that allows users to automate processes using a low-code, visual interface to build flows and actions without writing extensive code.

5. User Roles and Access Control Questions

• What are roles in ServiceNow?

  • Explain that roles in ServiceNow define what users can access and do within the platform. For example, an admin role gives full access to manage the system, while an ITIL role provides access to specific ITSM functions.

• How does ServiceNow control user access to data?

  • Discuss how Access Control Lists (ACLs) and roles are used to manage which users can view, modify, or delete specific data within the platform.

6. Configuration and Data Management Questions

• What is a table in ServiceNow?

  • Explain that tables in ServiceNow store data in rows and columns, similar to a database. Each record in the table represents a specific piece of data (like an incident or user).

• What is the CMDB, and what is its purpose?

  • Explain that the Configuration Management Database (CMDB) stores information about an organization's IT assets (Configuration Items or CIs) and their relationships, which helps manage infrastructure and services.

• How do you import data into ServiceNow?

  • Talk about the Import Set feature, which allows users to import data from external sources like CSV files, and how Transform Maps help map the imported data to the correct ServiceNow tables.

7. Reporting and Analytics Questions

• How do you create a report in ServiceNow?

  • Explain how to create reports by selecting a data source (table), defining filters, and choosing a visualization type (e.g., pie chart, bar chart) using the Report Designer.

• What is Performance Analytics in ServiceNow?

  • Mention that Performance Analytics is a feature that allows organizations to track and analyze key performance indicators (KPIs) over time, providing insights into service delivery and IT operations.

8. Problem-Solving and Scenario-Based Questions

• How would you handle a situation where an incident is not being resolved quickly?

  • Explain that you would escalate the incident based on its priority, ensure that the right team is assigned, and communicate with stakeholders to provide updates.

• How would you approach automating a repetitive task in ServiceNow?

  • Talk about identifying the task, creating a workflow or Flow Designer flow, and ensuring that the process is automated using the appropriate approvals and notifications.

9. General Behavioral Questions

• Why do you want to work in ServiceNow?

  • Highlight your interest in working with a cutting-edge platform that automates business processes, improves IT services, and has a growing demand in the industry.

• How do you keep up with new technology trends?

  • Talk about any learning platforms you use, such as ServiceNow Developer Program, online courses, blogs, or attending webinars to stay updated with new features and capabilities.

• Can you work well in a team environment?

  • Provide an example of how you’ve collaborated with others on projects or tasks, focusing on communication and problem-solving as key skills.

10. Certification and Training Questions

• Have you completed any ServiceNow certifications or training?
  • If you have completed the ServiceNow Certified System Administrator (CSA) or any other relevant training, highlight this to demonstrate your commitment to learning the platform.

Conclusion

For freshers, the ServiceNow interview questions will focus on foundational knowledge of the platform, ITSM processes, basic scripting, and your ability to learn and grow. Understanding ServiceNow modules, ITIL concepts, and basic development will be key to showing your potential. Emphasize your eagerness to learn and your familiarity with the core concepts, even if you haven’t had much hands-on experience.