Mastering ServiceNow Admin Interviews: 60 Essential Questions & Answers

by Arnab Posted on August 23, 2024 | 17 minutes read

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Mastering ServiceNow Admin Interviews: Essential Questions & Answers

Navigating a ServiceNow admin interview can feel like diving into a sea of technical jargon and complex scenarios. Whether you’re a fresh graduate or an experienced professional, having a firm grasp of key concepts can set you apart. In this article, I’ll guide you through some of the most frequently asked ServiceNow admin interview questions, offering clear, actionable insights to help you prepare confidently.

Ever wondered what makes ServiceNow such a powerhouse in IT service management? 🌟 If you're gearing up for a ServiceNow admin interview, knowing the answers to these top questions can make a huge difference. From understanding what an "Application" in ServiceNow is to the nuances of LDAP integration, we've got you covered!

1. What is ServiceNow?

ServiceNow is a cloud-based platform specializing in IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). It's a robust tool designed to streamline operations and enhance productivity with its extensive range of apps and plugins. As a ServiceNow admin, you’ll be working with these tools to manage projects, teams, and client interactions effectively.

2. Roles and Responsibilities of a ServiceNow Administrator

As a ServiceNow administrator, your role involves:

Designing and configuring custom applications.
Handling service requests and resolving issues efficiently.
Ensuring seamless user experiences by maintaining and optimizing the platform.

3. What is an ‘Application’ in ServiceNow?

In ServiceNow, an application is a set of modules designed to manage and deliver services. Think of it as a toolkit that helps in organizing and automating various business processes, like the Incident Management application, which helps in handling incident reports.

4. What is CMDB Baseline?

A Configuration Management Database (CMDB) baseline is a snapshot of your configuration items (CIs) at a specific point in time. It helps in tracking changes and maintaining control over modifications made to your IT infrastructure.

5. What Does Coalesce Mean?

In the context of ServiceNow, coalesce refers to the process of updating existing records in a target table during data import. By setting the coalesce option, ServiceNow can merge new data with existing records based on a specified field, preventing duplicate entries.

6. What is LDAP Integration?

LDAP (Lightweight Directory Access Protocol) integration allows ServiceNow to connect with existing directory services for user authentication. It streamlines administrative tasks by automating user management and enabling single sign-on.

7. What Are UI Policies?

UI policies in ServiceNow control how forms behave dynamically. They can make fields read-only, mandatory, or hidden based on certain conditions, enhancing the user interface without the need for extensive scripting.

8. What is a Data Policy?

Data policies enforce data integrity by making fields required or read-only across the platform, not just within forms. They ensure consistent data entry and compliance with your organizational standards.

9. Define a Client Script

Client scripts are JavaScript code snippets that run on the client side (user’s browser) in response to user actions or form events. They help in customizing form behaviors, such as showing alerts or modifying field values dynamically.

10. What is Change Management?

Change management in ServiceNow helps in systematically handling changes to IT systems. It aims to minimize disruptions and ensure that changes are implemented smoothly and efficiently.

11. What is Performance Analytics in ServiceNow?

Performance Analytics is a tool within ServiceNow that enables you to create dashboards, track key performance indicators (KPIs), and generate reports to improve service delivery and operational efficiency.

12. What is a GlideRecord?

A GlideRecord is a server-side object used for database operations in ServiceNow. It simplifies querying and manipulating data within the platform without needing complex SQL queries.

13. What Are Dictionary Overrides?

Dictionary overrides allow you to customize fields on extended tables differently from their parent tables. This feature provides flexibility in managing field attributes and default values across various tables.

14. What is HTML Sanitizer?

The HTML Sanitizer in ServiceNow cleans and secures HTML content by removing unwanted or potentially harmful code, protecting against security threats such as cross-site scripting. It protects against security threats like cross-site scripting (XSS) and ensures that only safe HTML is displayed.

15. What is Domain Separation?

Domain separation in ServiceNow allows you to partition data and processes within a single instance to support multiple organizations. It ensures data isolation and management efficiency across different business entities.

16. What is a Business Rule?

A business rule in ServiceNow is a server-side script that runs in response to a record being displayed, inserted, updated, or deleted. It automates various tasks such as updating field values or sending notifications based on specific conditions.

17. What is an Import Set?

An import set is a staging area for data that you want to import into ServiceNow. It temporarily holds data from external sources until it is transformed and mapped to the appropriate ServiceNow tables.

18. What is a Transform Map?

A transform map defines how data from an import set should be mapped to fields in ServiceNow tables. It specifies the relationships between source and destination fields, allowing you to automate data import and transformation processes.

19. What is a Reference Qualifier?

A reference qualifier is used to filter the data available in a reference field. It limits the records that can be selected based on specified criteria, ensuring that users only see relevant data in their reference fields.

20. What is the Role of a Record Producer?

A record producer in ServiceNow is a catalog item that enables users to create task-based records, such as incidents, from the service catalog. It offers a more user-friendly interface for creating records compared to standard forms.

21. What is Domain Separation?

Domain separation allows you to logically partition data within a single ServiceNow instance to support multiple organizations or business units. It ensures that data and processes are isolated, providing tailored access and functionality for each domain.

22. What is a Client Script?

Client scripts are JavaScript code snippets executed on the client-side (user's browser) to enhance form interactions. They can be used to dynamically alter field values, show or hide fields, and perform validations in real-time.

23. What is the Client Transaction Timings Plugin?

The Client Transaction Timings plugin provides detailed information on the time spent during transactions between the client and the server. It helps identify performance bottlenecks by analyzing transaction durations across different browsers.

24. What is an Inactivity Monitor?

An inactivity monitor triggers an event if a task remains inactive for a specified period. It helps ensure that tasks are attended to promptly by notifying users or administrators when a task is left idle.

25. What Are Gauges?

Gauges in ServiceNow are visual indicators that display real-time information about record statuses or metrics. They can be used on dashboards or content pages to provide a quick overview of key performance indicators.

26. What is Performance Analytics?

Performance Analytics is a tool within ServiceNow that enables you to create dashboards, track KPIs, and analyze metrics. It helps organizations improve service quality and operational efficiency by providing actionable insights.

27. What is a Scorecard?

A scorecard is a graphical representation of performance over time. It tracks progress towards goals and can include targets, averages, and breakdowns to provide a comprehensive view of performance metrics.

28. What is the Role of Application Navigator?

The application navigator, or left navigation bar, provides users with quick access to applications and modules within ServiceNow. It helps users find and navigate through various features and functionalities of the platform efficiently.

29. What Are Dictionary Overrides?

Dictionary overrides allow you to customize field attributes on extended tables without affecting the parent table. This feature provides flexibility in managing field settings and default values across different table hierarchies.

30. What Is a Foreign Record Insert?

A foreign record insert occurs when data is modified in a table that is not the target of the import but is referenced by another table. For example, updating a user reference in an incident record may also modify the corresponding user record in the sys user table.

31. What Happens When You Mark a Default Update Set as Complete?

When you mark an update set as complete, it becomes the default update set for its scope. This action ensures that only one update set is designated as default, and all other update sets in the same scope are marked as non-default.

32. What Is a Reference Qualifier?

A reference qualifier defines the criteria for filtering data in a reference field. It ensures that users can only select valid records based on predefined conditions, enhancing data accuracy and relevance.

33. What Are UI Actions?

UI Actions are buttons, links, or context menu options that can be added to forms, lists, and other UI elements in ServiceNow. They allow users to perform specific actions, such as submitting a form or executing a script, based on their interactions.

34. What Is a GlideAjax?

GlideAjax is a ServiceNow feature that enables asynchronous communication between the client-side and server-side scripts. It allows you to send data from the client script to the server script and receive a response without reloading the page.

35. What Is the Significance of a Business Rule's When to Run?

The "When to Run" field in a business rule determines the conditions under which the rule executes. It can be set to run before or after a record is inserted, updated, or deleted, allowing for precise control over the rule's execution timing.

36. What Is a Workflow?

A workflow in ServiceNow is a series of automated tasks and approvals designed to streamline business processes. It helps manage and automate complex procedures by defining the sequence of activities and decision points.

37. What is an ACL?

An ACL (Access Control List) is a set of rules that define the permissions required to access objects in ServiceNow. ACLs ensure that users have the appropriate access rights based on their roles and permissions.

38. What is the Meaning of Impersonating a User and How is it Useful?

Impersonating a user means temporarily assuming the identity of another user to view or interact with ServiceNow as they would. This feature is useful for testing and troubleshooting, ensuring that administrators can replicate and resolve issues from the perspective of the end-user.

39. Detail About Client Script Types.

Client scripts run on the client-side, i.e., in the user's browser. The types include:

OnLoad(): Executes when a form is loaded.
OnChange(): Executes when a field's value changes.
OnSubmit(): Executes when a form is submitted.
OnCellEdit(): Executes when a cell in a list is edited.

40. What is the Significance of a Business Rule's When to Run?

The "When to Run" field in a business rule determines its execution timing: before or after a record is inserted, updated, or deleted. This control allows for precise handling of record changes and ensures that business logic is applied correctly.

41. What Are ServiceNow Metrics?

ServiceNow metrics track and record the performance of individual records, capturing data about workflow durations and other key activities. Metrics provide insights that help optimize processes and improve overall service delivery.

42. What is the Function of the Set Workflow(e) Method?

The setWorkflow(e) method enables or disables the execution of business rules and workflows. When e is set to true, workflows are enabled; when e is false, workflows are disabled for the current operation.

43. How Does an Inactivity Monitor Work?

An inactivity monitor triggers an event for tasks that have been inactive for a specified period. It ensures that tasks are addressed promptly by notifying users or administrators when a record remains idle.

44. How to Reference the Currently Active Form in a Client Script?

Use the g_form object to reference and interact with the currently active form in client scripts. This object provides methods to manipulate form fields, validate data, and control form behavior.

45. What Is Dictionary Override?

Dictionary override allows you to customize field attributes on extended tables without affecting the parent table. This feature is useful for modifying field settings and behaviors specifically for extended tables.

46. How Can You Create a Report in ServiceNow?

Navigate to the Reports application and click on "Create New." Define your report's data source, format, and visualizations to generate and customize reports as needed.

47. How to Enable or Disable an Application in ServiceNow?

Go to the System Definition > Application Menus module, select the application, and set the "Active" field to true to enable or false to disable the application.

48. What Is an Import Set?

An import set is used for importing data from external sources into ServiceNow. Data is temporarily stored in the import set table before being transformed and loaded into the appropriate ServiceNow tables.

49. What Is a Foreign Record Insert?

A foreign record insert occurs when data is imported or updated in a table that is not the target of the import but is referenced by another table. This process ensures that related records are also updated as needed.

50. How Are Pie Chart Labels Enabled or Disabled?

Set the property glide.ui.chart.pie.tables to true to enable or false to disable pie chart labels in ServiceNow.

51. What Are UI Policies?

UI policies are used to dynamically change field attributes on forms based on user interactions. They are an alternative to client scripts and can enforce field visibility, read-only status, or mandatory states.

52. How Can Attachments on a Specific Table Be Disabled?

To disable attachments for a specific table, add Add no_attachment to the attributes field in the dictionary of that table.

53. What is the Use of the Client Transaction Timings Plugin?

The client transaction timings plugin provides detailed logs of transaction durations between the client and server. It helps diagnose performance issues by tracking how long different operations take.

54. What Are Gauges in ServiceNow?

Gauges are visual indicators that display real-time data and metrics on dashboards or content pages. They provide a quick overview of key performance indicators and other important statistics.

55. What Is the Sequence of Publishing a Knowledge Article?

The sequence for publishing a knowledge article is: Draft → Review → Publish.

56. How Can You Delete Tables in ServiceNow?

Navigate to Tables and Columns, select the table to delete, and use the "Delete" option. Type "delete" to confirm the deletion.

57. Explain Record Matching and Data Lookup Features in ServiceNow.

Record matching and data lookup features enable setting field values based on specific conditions without extensive scripting. Record matching identifies records that meet certain criteria, while data lookup allows fields to be auto-filled based on predefined conditions.

58. Explain how you would optimize a ServiceNow instance that is experiencing performance issues.

Consider factors like slow load times, high CPU usage, or database bottlenecks.
Discuss techniques like performance analysis, system tuning, and identifying inefficient workflows.
Describe the process of implementing a custom business rule to automate a complex workflow.

59. Discuss the steps involved in creating a business rule, including defining conditions, actions, and script logic.

Provide an example of a complex business rule you've implemented.
Explain the concept of ACLs (Access Control Lists) and how they are used to enforce security in ServiceNow.

60. Discuss the different types of ACLs (table, field, record) and how they are used to control user access to data.

Explain how to create and manage ACLs to ensure data security and compliance.
Describe the role of the CMDB (Configuration Management Database) in ServiceNow and how you would manage it effectively.

Discuss the importance of the CMDB for maintaining accurate records of IT assets and configurations.

Explain how to create and manage CI records, relationships, and dependencies.
Explain how you would implement a ServiceNow integration with a third-party system (e.g., Salesforce, SAP).

Discuss the different integration methods (REST API, SOAP API, web services) and their advantages and disadvantages.

Explain how to map data between ServiceNow and the third-party system.
Describe the concept of Service Catalog and how it can be used to streamline IT service delivery.

Discuss the components of a Service Catalog, including service offerings, catalogs, and request forms.

Explain how to create and manage a Service Catalog to improve user experience and efficiency.
Explain how you would use ServiceNow's reporting and analytics capabilities to generate insights into your organization's IT operations.

Discuss the different reporting tools available in ServiceNow and how to create custom reports and dashboards.

Explain how to analyze data to identify trends, bottlenecks, and areas for improvement.
Describe the role of ServiceNow Orchestration and how it can be used to automate IT processes.

Discuss the components of ServiceNow Orchestration, including workflows, activities, and integrations.

Explain how to create and manage workflows to automate tasks and improve efficiency.
Explain the concept of ServiceNow Update Sets and how they are used to manage changes to the platform.

Discuss the different types of Update Sets (export, import, import set) and how they are used to transport changes between instances.

Explain how to manage Update Sets to ensure consistency and avoid conflicts.
Describe how you would implement a ServiceNow Self-Service Portal and customize it to meet your organization's specific needs.

Discuss the components of a Self-Service Portal, including catalogs, knowledge bases, and incident forms.

Explain how to customize the portal's appearance and functionality to match your organization's branding and requirements.

Additional Complex ServiceNow Admin Interview Questions

These questions delve deeper into advanced ServiceNow concepts and require a strong understanding of best practices:

Explain how you would implement a custom script to automate a repetitive task in ServiceNow.

Discuss the use of scripting languages like JavaScript or Business Rule scripting.
Provide an example of a complex script you've created.

Describe the concept of change management in ServiceNow and how you would implement a change management process.

Discuss the components of a change management process, including change requests, assessments, and approvals.
Explain how to configure ServiceNow to support your organization's change management policies.

Explain how you would use ServiceNow's discovery capabilities to automate the identification and inventory of IT assets.

Discuss the different discovery methods available in ServiceNow and how to configure them.
Explain how to analyze discovery data to identify potential vulnerabilities or compliance issues.

Describe how you would implement a knowledge base in ServiceNow and how it can be used to improve user self-service.

Discuss the components of a knowledge base, including articles, categories, and search capabilities.
Explain how to create and manage a knowledge base to provide effective support to users.

Explain how you would use ServiceNow's reporting and analytics capabilities to identify trends and improve IT service delivery.

Discuss the different reporting tools available in ServiceNow and how to create custom reports and dashboards.
Explain how to analyze data to identify trends, bottlenecks, and areas for improvement.

Describe how you would implement a ServiceNow mobile app to enable users to submit and track incidents on the go.

Discuss the steps involved in creating a mobile app and integrating it with ServiceNow.
Explain how to configure the app to meet your organization's specific requirements.

Explain how you would use ServiceNow's integration capabilities to connect with other systems, such as HR or CRM.

Discuss the different integration methods available in ServiceNow (e.g., REST API, SOAP API, web services).
Explain how to map data between ServiceNow and other systems.

Describe the concept of ServiceNow's Service Portfolio Management and how it can be used to optimize IT service delivery.

Discuss the components of Service Portfolio Management, including service offerings, catalogs, and demand management.
Explain how to use Service Portfolio Management to align IT services with business objectives.

Explain how you would implement a ServiceNow chatbot to provide automated support to users.

Discuss the components of a chatbot, including natural language processing and knowledge base integration.
Explain how to train a chatbot to handle common user queries and provide accurate information.

Describe how you would implement a ServiceNow performance dashboard to monitor key performance indicators (KPIs).

Discuss the components of a performance dashboard, including charts, graphs, and metrics.
Explain how to create a dashboard that provides valuable insights into your organization's IT operations.

Remember to practice answering these questions in a confident and articulate manner. Focus on highlighting your experience, skills, and ability to solve complex problems.

Additionally, stay up-to-date with the latest ServiceNow features and best practices. The platform is constantly evolving, so staying informed will help you demonstrate your expertise.

In Conclusion

Mastering these questions will not only prepare you for the common queries in ServiceNow admin interviews but also equip you with a deeper understanding of the platform's capabilities. Dive into these topics, explore them thoroughly, and you’ll approach your interview with confidence and competence. 🌟

Good luck, and may your ServiceNow admin journey be as smooth as a well-oiled machine! 🚀

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