Top 30 Most Common Servicenow Intermediate Interview Questions You Should Prepare For
Written by
James Miller, Career Coach
Introduction
Preparing for a ServiceNow intermediate interview requires more than just basic knowledge; it demands an understanding of core concepts, functionalities, and how they apply in real-world scenarios. Interviewers assess your ability to configure, customize, and troubleshoot within the platform at a deeper level than entry-level roles. They want to see that you can handle common tasks like data import, manage user interfaces, work with server-side logic, and understand the foundational elements like CMDB and the Service Catalog. Success hinges on clearly articulating your understanding of key ServiceNow features and demonstrating practical experience. This guide covers 30 essential service now intermediate interview questions to help you prepare effectively and confidently. Mastering these service now intermediate interview questions will showcase your readiness for the challenges of an intermediate ServiceNow role.
What Are service now intermediate interview questions?
ServiceNow intermediate interview questions delve into the functional and technical aspects beyond basic navigation and ticket handling. They cover topics like data management (Import Sets, Transform Maps, Coalesce), customization options (UI Policies, Client Scripts, Business Rules, Dictionary Overrides), fundamental data structures (CMDB, Tables), workflow automation (Flow Designer), security (ACLs), and instance management (Update Sets). These service now intermediate interview questions are designed to gauge your ability to perform configuration tasks, write basic scripts, understand the platform's architecture, and troubleshoot common issues. They reflect the practical skills expected of someone who can contribute to the platform's maintenance and enhancement. Preparing for service now intermediate interview questions means solidifying your knowledge of these critical areas.
Why Do Interviewers Ask service now intermediate interview questions?
Interviewers ask service now intermediate interview questions to evaluate your practical skills and theoretical knowledge necessary for an intermediate role. These roles typically involve configuring the platform, implementing minor enhancements, debugging issues, and working with core IT service management processes. Questions about CMDB, Import Sets, Business Rules, and Client Scripts directly assess your ability to perform key administrative and development tasks. Understanding these concepts is crucial for maintaining data integrity, automating processes, and ensuring a positive user experience. By asking service now intermediate interview questions, interviewers determine if you possess the foundational expertise to be a productive member of a ServiceNow team, capable of tackling common platform challenges and contributing to project delivery without constant supervision.
Preview List
What is CMDB in ServiceNow?
What does Coalesce mean in ServiceNow?
Explain dictionary override in ServiceNow.
What are UI Policies in ServiceNow?
What is a Record Producer?
What is the purpose of Client Scripts?
Explain the Impersonate User feature.
What searching technique does ServiceNow use?
What is HTML Sanitizer in ServiceNow?
What is Business Service Management (BSM) Map?
What are Import Sets and Transform Maps?
Define a ServiceNow Application.
What is the difference between a UI Policy and a Client Script?
What is ServiceNow’s latest user interface?
Explain record matching in ServiceNow.
What is a Service Catalog in ServiceNow?
What is an SLA and how is it configured?
What is a Business Rule?
What is a Script Include in ServiceNow?
What is Flow Designer?
Explain Data Lookup in ServiceNow.
What is a GlideRecord?
How does ServiceNow support integrations?
What is an Update Set?
What are the different types of tables in ServiceNow?
What are Access Control Rules?
What is the difference between onSubmit and onChange client scripts?
What is a Scoped Application?
What is the purpose of the ServiceNow Event Management?
What are Transform Scripts?
1. What is CMDB in ServiceNow?
Why you might get asked this:
CMDB is foundational. Interviewers check if you grasp this core concept of managing IT assets and their relationships, essential for ITSM processes like Incident and Change.
How to answer:
Define CMDB and its purpose. Explain Configuration Items (CIs) and relationships. Mention its role in linking IT components to services.
Example answer:
CMDB stands for Configuration Management Database. It stores information about all IT assets, known as Configuration Items (CIs), and how they relate to each other and business services. It's critical for understanding dependencies and impacts in ITSM processes.
2. What does Coalesce mean in ServiceNow?
Why you might get asked this:
This tests your knowledge of data import best practices and how to prevent duplicates or update existing records, a common intermediate task.
How to answer:
Explain its function within Import Sets for uniquely identifying records during data transformation. Describe how it determines updates vs. inserts.
Example answer:
Coalesce is used in Transform Maps within Import Sets. It identifies a unique key field or set of fields. When importing data, ServiceNow uses this key to check if a record already exists; if so, it updates it; otherwise, it inserts a new one.
3. Explain dictionary override in ServiceNow.
Why you might get asked this:
Interviewers assess your understanding of tailoring field behavior on specific tables without modifying the global dictionary entry, demonstrating configuration skill.
How to answer:
Define dictionary override and its purpose. Explain that it allows overriding dictionary attributes (like label, mandatory, default value) for a field on one table without affecting others.
Example answer:
A dictionary override allows you to modify the dictionary entry for a field specifically on one table. This means you can change aspects like the label, default value, or making it mandatory just for that table, while the field retains its global definition elsewhere.
4. What are UI Policies in ServiceNow?
Why you might get asked this:
UI Policies are a key no-code configuration tool. Understanding them shows your ability to control form behavior dynamically for users.
How to answer:
Describe UI Policies as declarative ways to change form elements (visibility, mandatory, read-only) based on conditions without scripting.
Example answer:
UI Policies are configuration tools that dynamically change the appearance and behavior of fields on a form. Based on defined conditions, they can make fields visible, hidden, mandatory, or read-only without requiring JavaScript.
5. What is a Record Producer?
Why you might get asked this:
Record Producers are part of the Service Catalog, a major platform component. Knowledge shows your ability to enable users to create records easily.
How to answer:
Explain that it's a Service Catalog item type used to create task-based records (Incidents, Changes, etc.) via a user-friendly form instead of the standard record form.
Example answer:
A Record Producer is a type of item in the Service Catalog. It presents users with a simple form to capture information, and upon submission, it uses that information to create a new record in a specific table, like an Incident or Service Request.
6. What is the purpose of Client Scripts?
Why you might get asked this:
This tests your understanding of client-side scripting and its role in enhancing the user interface and experience directly in the browser.
How to answer:
Describe Client Scripts as scripts that run in the user's browser. Mention their use cases like form validation, dynamically changing fields, and improving interactivity (e.g., onLoad, onChange, onSubmit).
Example answer:
Client Scripts execute on the user's web browser. Their purpose is to manage the form's behavior, such as validating fields, populating values, making fields visible or mandatory based on user input, or displaying alerts, enhancing the user experience.
7. Explain the Impersonate User feature.
Why you might get asked this:
This feature is crucial for troubleshooting and testing user permissions. Understanding it shows your ability to diagnose issues from a user's perspective.
How to answer:
Define impersonation as logging in as another user without needing their password. Explain its primary use for testing and troubleshooting access/visibility issues. Mention that actions are logged.
Example answer:
The Impersonate User feature allows an administrator to temporarily log in to the instance as another user. This is invaluable for troubleshooting issues related to user access, permissions, or record visibility from that specific user's point of view. All actions taken are audited.
8. What searching technique does ServiceNow use?
Why you might get asked this:
Understanding the search mechanism reflects knowledge of platform architecture and how users find information efficiently.
How to answer:
State that ServiceNow uses Zing search, a powerful full-text search engine, for fast and scalable record searching across the platform.
Example answer:
ServiceNow utilizes Zing, its proprietary full-text search engine. Zing is designed for speed and scalability, allowing users to perform efficient keyword searches across various tables and records within the platform.
9. What is HTML Sanitizer in ServiceNow?
Why you might get asked this:
This question relates to security and data integrity, showing awareness of platform features that protect against malicious input like cross-site scripting.
How to answer:
Explain that HTML Sanitizer cleans HTML markup in fields to remove potentially unsafe or unwanted code, enhancing security against injection attacks.
Example answer:
The HTML Sanitizer feature automatically cleans HTML input in specific fields, removing potentially dangerous tags or attributes. Its primary purpose is to prevent cross-site scripting (XSS) and other injection vulnerabilities, improving overall platform security.
10. What is Business Service Management (BSM) Map?
Why you might get asked this:
BSM maps visualize relationships between CIs and business services, a key part of CMDB utilization. This tests your understanding of service-aware IT.
How to answer:
Describe BSM Maps as a visual representation showing the relationships and dependencies between Configuration Items and the business services they support, often including status information.
Example answer:
A Business Service Management (BSM) Map provides a visual, dynamic representation of how IT infrastructure CIs support specific business services. It shows the dependencies and relationships between components and often their current status, aiding impact analysis.
11. What are Import Sets and Transform Maps?
Why you might get asked this:
Importing data is a common task. Understanding these components is essential for correctly bringing external data into ServiceNow.
How to answer:
Define Import Sets as staging tables for external data. Define Transform Maps as the maps that determine relationships and field mappings between the Import Set table and the target ServiceNow table.
Example answer:
Import Sets are temporary tables where external data is initially loaded. Transform Maps are configurations that define the relationships and mappings between the fields in the Import Set table and the fields in the target table in ServiceNow, facilitating data transfer.
12. Define a ServiceNow Application.
Why you might get asked this:
This tests your understanding of how the platform is structured and how specific functionalities are grouped and delivered.
How to answer:
Explain that a ServiceNow application is a collection of related modules, tables, scripts, and other components designed to deliver a specific business service or functionality (e.g., Incident Management, HRSD).
Example answer:
In ServiceNow, an application is a logical grouping of related features, tables, modules, and processes that provide a specific service or capability. Examples include the Incident Management application or the Request Management application, each addressing a particular IT or business function.
13. What is the difference between a UI Policy and a Client Script?
Why you might get asked this:
A fundamental comparison. This evaluates your knowledge of when to use a declarative (no-code) approach versus a programmatic one.
How to answer:
Highlight that UI Policies are declarative and configuration-based for simple UI changes, while Client Scripts require JavaScript and offer more complex logic and interactions.
Example answer:
The main difference is scripting. UI Policies are non-scripted and used for simple dynamic changes on a form like making fields visible or mandatory. Client Scripts require JavaScript and are used for more complex client-side logic, validation, or interactions not possible with UI Policies.
14. What is ServiceNow’s latest user interface?
Why you might get asked this:
Staying current on platform evolution is important. This checks if you are aware of the modern UI framework.
How to answer:
Mention the "Now Experience UI Framework" as the current standard, emphasizing its focus on modern, responsive design and component-based development. Note it may evolve with releases.
Example answer:
ServiceNow's latest user interface is based on the Now Experience UI Framework. This framework uses modern web technologies to provide a responsive, component-based, and highly customizable user experience across different devices and workspaces.
15. Explain record matching in ServiceNow.
Why you might get asked this:
Record matching is important for data quality, particularly in areas like Incident or Case Management, to avoid duplicate work.
How to answer:
Describe how record matching identifies and optionally merges duplicate records in a table based on predefined criteria or rules, often used in Incident deflection or case consolidation.
Example answer:
Record matching involves configuring rules to identify potential duplicate records within a table, such as multiple incident reports for the same issue. Based on configured criteria, the system can automatically suggest or perform actions like merging these duplicate records.
16. What is a Service Catalog in ServiceNow?
Why you might get asked this:
The Service Catalog is a core IT service delivery component. Understanding it shows your grasp of request fulfillment processes.
How to answer:
Define the Service Catalog as a user-friendly portal where users can browse and request IT services and products, leveraging workflows for automated fulfillment.
Example answer:
The Service Catalog is a user-facing portal in ServiceNow where employees can easily request IT services, hardware, software, and other items. It provides a structured interface and uses workflows to automate the fulfillment of these requests.
17. What is an SLA and how is it configured?
Why you might get asked this:
SLAs are crucial for service delivery performance. This tests your understanding of how service commitments are tracked and managed.
How to answer:
Define SLA (Service Level Agreement) as a commitment for service delivery timeframes. Explain configuration involves defining conditions (when to start/stop), duration, schedule, and actions.
Example answer:
An SLA, or Service Level Agreement, is a defined contract detailing the expected timeframes for delivering a service or resolving an issue. In ServiceNow, it's configured by setting conditions for when the clock starts and stops, defining the duration, selecting a schedule, and specifying actions for breaches or warnings.
18. What is a Business Rule?
Why you might get asked this:
Business Rules are the primary server-side automation tool. Understanding them is key to implementing backend logic and data integrity rules.
How to answer:
Describe Business Rules as server-side scripts that execute when records are accessed or saved (insert, update, delete, query). Mention they are used to enforce business logic and automate tasks.
Example answer:
Business Rules are server-side scripts that run on the ServiceNow instance when a record is accessed or modified. They are triggered by insert, update, delete, or query operations and are used to implement business logic, modify data, or trigger other processes on the server.
19. What is a Script Include in ServiceNow?
Why you might get asked this:
Script Includes are vital for code reusability and modularity in server-side scripting. This shows your ability to write maintainable code.
How to answer:
Define Script Includes as reusable server-side JavaScript classes or functions. Explain their purpose in organizing and modularizing server-side code that can be called from Business Rules, workflows, etc.
Example answer:
A Script Include is a reusable piece of server-side JavaScript code, typically a class or function. Its main purpose is to promote code modularity and reusability, allowing you to write functions once and call them from multiple Business Rules, Script Actions, or other server scripts.
20. What is Flow Designer?
Why you might get asked this:
Flow Designer is the modern low-code automation tool. Understanding it shows awareness of current platform capabilities beyond legacy workflows.
How to answer:
Describe Flow Designer as a low-code/no-code interface for building and automating business processes using a visual builder based on triggers, actions, and conditions.
Example answer:
Flow Designer is ServiceNow's modern, low-code platform for automating business processes. It uses a visual interface where you can define triggers, create actions, and apply conditions to build complex workflows without extensive coding, replacing or augmenting traditional workflows.
21. Explain Data Lookup in ServiceNow.
Why you might get asked this:
Data Lookup provides a no-code way to populate fields based on conditions. Understanding it shows your ability to use declarative configuration for common tasks.
How to answer:
Describe Data Lookup as a feature that automatically sets field values on a record based on matching conditions from reference data, simplifying configurations often done with scripts.
Example answer:
Data Lookup provides a declarative way to automatically populate field values on a record. You define matching conditions based on other field values, and when those conditions are met, the Data Lookup rule sets specified field values on the record, often reducing the need for scripting.
22. What is a GlideRecord?
Why you might get asked this:
GlideRecord is fundamental to server-side scripting for interacting with the database. This tests your ability to query and manipulate records programmatically.
How to answer:
Define GlideRecord as a JavaScript class used in server-side scripting to interact with the ServiceNow database, allowing you to query, insert, update, and delete records.
Example answer:
GlideRecord is the primary server-side API used in ServiceNow JavaScript to perform database operations. You use it to query tables, retrieve records, insert new records, update existing ones, or delete records programmatically.
23. How does ServiceNow support integrations?
Why you might get asked this:
Integrations are crucial in enterprise environments. This checks your knowledge of how ServiceNow exchanges data with external systems.
How to answer:
Mention various methods like REST and SOAP web services (inbound/outbound), JDBC, Import Sets, and IntegrationHub (Flow Designer actions) for connecting with external applications.
Example answer:
ServiceNow supports various integration methods including REST and SOAP web services for direct API calls, JDBC for database connections, and Import Sets for scheduled data loads. IntegrationHub provides a no-code/low-code way to build complex integrations using spokes and Flow Designer actions.
24. What is an Update Set?
Why you might get asked this:
Update Sets are key to managing configurations across instances (Dev, Test, Prod). Understanding them is essential for migration and development lifecycle.
How to answer:
Define Update Sets as containers used to capture configuration changes (not data) in a ServiceNow instance so they can be moved to another instance, facilitating development and deployment.
Example answer:
An Update Set is a mechanism to package configuration changes made in one ServiceNow instance, such as new fields, Business Rules, or UI Policies. These changes can then be migrated as a single unit to another instance (like from Dev to Test or Prod) to maintain consistency.
25. What are the different types of tables in ServiceNow?
Why you might get asked this:
Understanding the table hierarchy is fundamental to the platform's data model. This tests your grasp of table structures.
How to answer:
Describe the main types: Base tables (like Task), Extended tables (like Incident, Change, Problem, which extend Task), and Custom tables you create.
Example answer:
ServiceNow tables primarily consist of Base tables, like 'Task', which contain common fields. Then there are Extended tables, such as 'Incident' or 'Change', which extend a base table and inherit its fields while adding their own. Finally, there are Custom tables created for specific needs.
26. What are Access Control Rules?
Why you might get asked this:
ACLs are the foundation of platform security. Understanding them is critical for controlling data access and functionality permissions.
How to answer:
Define ACLs (Access Control Lists) as security rules that specify what data users can access and how (read, write, create, delete, execute) based on roles, conditions, and scripts.
Example answer:
Access Control Rules, or ACLs, define security within ServiceNow by specifying what users can read, write, create, or delete on specific records or fields. They are evaluated based on the user's roles, defined conditions, and sometimes scripts, providing granular security control.
27. What is the difference between onSubmit and onChange client scripts?
Why you might get asked this:
This tests specific knowledge of client-side scripting triggers, showing you know when each type is appropriate.
How to answer:
Explain that onChange triggers when a field's value is modified, while onSubmit triggers just before a form is submitted to the server, often used for final validation.
Example answer:
An onChange Client Script runs immediately when the value in a specific form field changes. An onSubmit Client Script, however, runs when the user clicks the submit button on a form, making it ideal for final validation checks before the data is saved.
28. What is a Scoped Application?
Why you might get asked this:
Scoped applications are the modern way to build modular, protected applications. Understanding them is key to modern development practices.
How to answer:
Describe Scoped Applications as custom applications with their own unique namespace and access controls, designed to prevent naming conflicts and protect intellectual property by isolating their code and data.
Example answer:
A Scoped Application is a custom application built within its own protected scope. This means its tables, scripts, and configurations have a unique namespace, preventing conflicts with other applications or the global scope, and protecting its code and data.
29. What is the purpose of the ServiceNow Event Management?
Why you might get asked this:
Event Management is part of the Service Operations Suite, linking infrastructure alerts to services. This tests your knowledge of how ServiceNow supports IT operations.
How to answer:
Explain that Event Management processes events from monitoring tools, identifies actionable alerts, correlates them to CIs/services, and helps automate responses to maintain service health.
Example answer:
ServiceNow Event Management collects event data from various monitoring systems. It filters, correlates, and de-duplicates these events to identify actionable alerts. These alerts are then mapped to Configuration Items and business services to understand impact and trigger automated responses or incident creation.
30. What are Transform Scripts?
Why you might get asked this:
Transform Scripts allow for complex data manipulation during import, testing your scripting skills within the data import process.
How to answer:
Define Transform Scripts as server-side scripts within a Transform Map that execute during data transformation from the Import Set table to the target table, allowing for data manipulation, validation, or lookup.
Example answer:
Transform Scripts are server-side scripts embedded within a Transform Map. They execute during the data import process as data moves from the Import Set table to the target table. They are used for advanced manipulations, lookups, or conditional logic on the data before it's finally saved to the target record.
Other Tips to Prepare for a service now intermediate interview questions
Beyond mastering these service now intermediate interview questions, practical preparation is key. Ensure you have hands-on experience with a personal developer instance (PDI). Practice creating and modifying records, working with import sets, writing simple Client Scripts and Business Rules, and configuring UI Policies. "Experience is the best teacher," especially with platform configuration. Understand the core ITSM processes (Incident, Problem, Change, Request) and how ServiceNow facilitates them. Review recent release notes to be aware of new features and updates. Simulating interview scenarios can also boost confidence. Consider using tools like Verve AI Interview Copilot to practice answering common service now intermediate interview questions and get feedback on your responses. The Verve AI Interview Copilot at https://vervecopilot.com offers targeted practice. Don't underestimate the value of articulating your thought process when explaining technical concepts. Verve AI Interview Copilot can help refine how you structure your answers. Preparing with diverse resources, including targeted practice with Verve AI Interview Copilot, will solidify your readiness for service now intermediate interview questions.
Frequently Asked Questions
Q1: What is the most important skill for an intermediate role? A1: Strong understanding of core platform features like CMDB, ITSM processes, and configuration options (Business Rules, Client Scripts, UI Policies).
Q2: Should I know scripting for an intermediate interview? A2: Yes, basic JavaScript for Client Scripts and Business Rules is expected for service now intermediate interview questions.
Q3: How can I practice ServiceNow? A3: Get a free Personal Developer Instance (PDI) from the ServiceNow Developer Program and practice configuring features.
Q4: What is the difference between a workflow and Flow Designer? A4: Flow Designer is the newer, low-code automation tool replacing or augmenting legacy workflows.
Q5: Are certifications necessary for service now intermediate interview questions? A5: While not always required, certifications like Certified System Administrator (CSA) significantly strengthen your profile.
Q6: How do I explain technical concepts clearly? A6: Practice explaining features using simple terms and real-world ServiceNow use cases.
