Are you preparing for ServiceNow Interview Questions and aiming to impress recruiters with advanced knowledge? Whether you are a ServiceNow developer, administrator, or ITSM professional, this guide covers 20 advanced questions frequently asked in interviews along with concise explanations.

Advanced ServiceNow Interview Questions with Detailed Answers

If you are preparing for technical interviews, these ServiceNow Interview Questions will help you strengthen your understanding of core modules, scripting concepts, automation tools, and platform architecture.

These questions are designed to test both theoretical knowledge and practical experience, which recruiters often look for in ServiceNow developers, administrators, and ITSM professionals.

Q.1 What is ServiceNow and its primary modules?

ServiceNow is a cloud-based platform developed by ServiceNow which is a global enterprise software company. ServiceNow helps organization to manage and automate their IT and business processes.

This platform follows ITIL (Information Technology Infrastructure Library). User can access it through a web browser without installing complex software. It also supports Governance, Risk & Compliance (GRC), HR, and Customer Service Management (CSM). The main goal of ServiceNow is to improve efficiency, reduce manual work, and enhance service delivery within an organization.

Here are some primary module of ServiceNow:

  • Incident Management
  • Problem Management
  • Asset Management
  • Configuration Management Database (CMDB)
  • Knowledge Management

Q.2  Explain the difference between UI Policy and Data Policy.

UI Policy: A UI Policy governs how fields on a form operate at the client-side (within the browser). Its primary function is to enhance the user experience by adapting the visual presentation or operational characteristics of fields as a user engages with the form.

Key Features of UI Policy:

  • Works only when the form is opened in the UI
  • Runs on client-side
  • Controls:
    • Make a field required
    • Prevent Editing
    • Show or Hide field

Data Policy: A Data Policy mandates that specific guidelines apply to data both when it’s handled by the user’s device and on the main system. Its primary function is to uphold data soundness and uniformity, independent of the method data is input into the setup.

Key Features of Data Policy:

  • Works on the server-side
  • Can also apply on the client-side
  • Controls:
    • Make a field required
    • Prevent Editing

Q.3 What are Business Rules in ServiceNow?

Business Rules are server-side scripts that execute automatically when a record is inserted, updated, deleted, or queried in a table. Business Rules run on the server, which means they work in the background. They are used to implement business logic and automate backend processes in the system.

Q.4  What is the difference between Client Script and Business Rule?

In ServiceNow, both Client Scripts and Business Rules are used to implement logic, but they work at different levels of the system.

Basis

Client Script

Business Rule

Execution Level

Runs on the client-side (browser)

Runs on the server-side

When It Runs

When user interacts with the form (onLoad, onChange, onSubmit)

When record is inserted, updated, deleted, or queried

Purpose

Real-time form validation and UI control

Data manipulation and backend automation

Visibility

User can see the effect immediately on the form

Runs in background; not visible directly to user

Performance Impact

Faster (runs in browser)

Slightly slower (server processing required)

Access to Database

Cannot directly access database

Can access and modify database using GlideRecord

Works on API/Import Data?

No

Yes

Used For

Making fields mandatory, read-only, showing alerts

Updating related records, triggering events, enforcing business logic

Example

Show alert if Priority is High

Auto-create task when Incident is created

Q.5  What are Script Includes?

Within ServiceNow, Script Includes serve as reusable backend JavaScript templates or routines, enabling developers to write logic just once and utilize it in various areas throughout the system.

Rather than duplicating same code in Business Rules, UI Actions, or other scripts, we establish a Script Include and invoke it as required. This improves code reusability, maintainability, and performance.

Q.6  Explain GlideRecord in ServiceNow.

In ServiceNow, GlideRecord is a powerful server-side API used to interact with the database. It allows developers to query, insert, update, and delete records in ServiceNow tables programmatically using JavaScript. In simple words, GlideRecord is the way ServiceNow scripts communicate with database tables.

Q.7  What is the difference between GlideRecord and GlideAggregate?

In ServiceNow, both GlideRecord and GlideAggregate are server-side APIs used to interact with database tables. However, they serve different purposes.

Basis

GlideRecord

GlideAggregate

Purpose

Used to retrieve and manipulate records

Used to perform aggregate calculations on records

Main Use

Query, insert, update, delete records

Count, sum, average, minimum, maximum

Returns

Individual records (row-by-row data)

Aggregated result (calculated value)

Performance

Slower for large data when counting manually

Faster for calculations on large datasets

Loop Required?

Yes, usually requires while(gr.next())

Not required for simple count (uses getAggregate())

Common Methods

addQuery(), query(), next(), insert(), update()

addAggregate(), groupBy(), getAggregate()

Example Use Case

Fetch all High priority incidents

Count total High priority incidents

Data Manipulation

Can modify records

Cannot modify records

Q.8 What is a UI Action?

Within ServiceNow, a UI Action (User Interface Action) is a capability enabling developers to introduce personalized buttons, hyperlinks, or context menu entries onto forms and lists. These functions permit users to carry out defined tasks with just one selection. UI Actions serve to run either client-side scripts, server-side scripts, or a combination of both, depending on the specific need.

Q.9 What is the difference between a Transform Map and Import Set?

In ServiceNow, both Import Set and Transform Map are used in the data import process, but they serve different purposes.

Basis

Import Set

Transform Map

Definition

A temporary table that stores imported data

A configuration that maps and transforms data from Import Set to target table

Purpose

Holds raw imported data

Transfers and converts data into actual ServiceNow tables

Data Storage

Stores unprocessed data

Does not store data; only maps and processes it

Role in Process

First step in data import

Second step in data import

Field Mapping

No field mapping

Defines field-to-field mapping

Data Transformation

No transformation

Can modify data using scripts

Error Handling

Stores import errors

Handles transformation errors

Script Support

No transformation scripts

Supports Transform Scripts (onBefore, onAfter, etc.)

Target Table

Not the final table

Moves data to final target table (e.g., Incident, User)

Example

CSV file data loaded into staging table

Maps CSV “User Name” column to “Name” field in User table

Q.10 Explain CMDB in ServiceNow.

Within ServiceNow, the CMDB (Configuration Management Database) acts as a central hub, holding data on all Configuration Items (CIs) across a company’s IT landscape along with how they connect. It is one of the most important components of ServiceNow because it provide full insight into IT systems and offered services.

Q.11 What is a Workflow in ServiceNow?

In ServiceNow, a Workflow is a tool used to automate business processes in a structured and visual manner. It helps organizations define step-by-step process flows such as approvals, task assignments, notifications, and record updates using a graphical workflow editor. Instead of handling processes manually, workflows ensure tasks move automatically from one stage to another based on predefined rules and conditions.

Q.12 Explain Flow Designer.

Within ServiceNow, Flow Designer serves as a contemporary, low-code/no-code automation utility employed to streamline business operations, without requiring heavy scripting knowledge. It empowers administrators and developers alike to construct automated workflows using a simple drag-and-drop interface.

Flow Designer is designed to replace the legacy Workflow Editor, offering a more user-friendly and scalable automation framework.

Q.13  What is Scoped Application in ServiceNow?

In ServiceNow, a Scoped Application is a fully isolated and self-contained application environment that includes its own tables, scripts, modules, business logic, and configurations. It is designed to ensure modularity, security, and separation of code, preventing conflicts with other applications in the system. Scoped Applications help developers build applications in a controlled environment without affecting the global system configuration.

Q.14 What are ServiceNow ACLs (Access Control Rules)?

ACLs (Access Control Rules) are security rules that control who can access what data in the system. They determine whether a user can read, write, create, delete, or execute a record or field based on roles, conditions, and scripts.

Q.15 Explain the difference between synchronous and asynchronous business rules.

In ServiceNow, Business Rules can run either Synchronous or Asynchronous depending on how and when they execute during a record operation.

Basis

Synchronous Business Rule

Asynchronous Business Rule

Execution Time

Runs immediately during record operation

Runs after record operation in background

Types Included

Before, After, Display

Async

User Experience

User waits until script finishes

User does not wait; runs separately

Performance Impact

Can slow down form submission if heavy logic is used

Improves performance for heavy processing

Use Case

Validation, field updates, preventing save

Sending emails, integrations, background processing

Control Over Record

Can stop record from saving (Before rule)

Cannot stop record save

Execution Order

Executes in real-time transaction

Executes via scheduler (sys_trigger table)

Example

Make field mandatory before saving

Send notification after record is created

Database Transaction

Part of same database transaction

Separate transaction

Q.16  What is an Update Set in ServiceNow?

An Update Set functions as a tool to record and transport customizations and configuration adjustments between different ServiceNow environments (such as moving from a Development setting to Test, then to Production). Primarily, Update Sets are utilized for transporting bespoke development efforts, rather than moving routine system information.

Q.17 Explain the concept of Application Repository.

the Application Repository is a centralized storage and distribution system that allows developers to publish, share, version-control, download, and install applications built on the ServiceNow platform.

It allows you to:

  • Publish applications
  • Store application versions
  • Install or upgrade applications
  • Share apps across instances
  • Maintain version history

Q.18 What is a GlideForm (g_form)?

g_form is an object that represents the current form loaded in the browser. It is a powerful client-side javascript API used to dynamically control and manipulate form field in ServiceNow.

It allow you to:

  • Get field values
  • Set field values
  • Make fields read-only
  • Hide or show fields
  • Display messages
  • Clear values

Q.19 What are Notifications in ServiceNow?

Notifications are automated messages sent to users to inform them about important events, updates, or actions in the system. These notifications can be triggered by record changes, events, conditions, or scheduled jobs. They help ensure users stay informed about incidents, approvals, tasks, and other workflow activities.

Q.20  Explain Event Management in ServiceNow.

Event Management is part of IT Operations Management (ITOM) that monitors IT infrastructure and applications, processes incoming events, and automatically creates alerts and incidents to resolve issues proactively. It helps organizations detect, analyze, and respond to infrastructure and service issues before they impact business users.

Conclusion

Preparing for advanced ServiceNow Interview Questions requires both practical knowledge of the platform and understanding its architecture, modules, and scripting. Practicing these 20 questions will give you the confidence to handle developer, admin, or ITSM professional interviews.