ServiceNow Admin Online Training & Certification Course offered by Multisoft Systems is a comprehensive program designed for professionals looking to excel in the domain of service management. This course equips learners with in-depth knowledge and practical skills essential for the efficient administration of the Servicenow platform. Covering a diverse range of topics, including incident and change management, workflow automation, and security administration, this training ensures participants can effectively utilize ServiceNow to enhance organizational productivity and service delivery.

This course by Multisoft Systems stands as a pathway to elevate your career, opening doors to lucrative opportunities in the rapidly evolving field of IT service management, with a focus on mastering the versatile and powerful ServiceNow platform. So, here are the frequently asked interview questions for beginners as well as for experienced:

Q1. What is ServiceNow?

ServiceNow is a cloud-based platform that provides service management software as a service. It specializes in IT services management (ITSM), IT operations management (ITOM), and IT business management (ITBM), helping organizations manage their IT infrastructure smoothly and efficiently.

Q2. Can you explain the key features of ServiceNow?

ServiceNow offers a range of features including an intuitive user interface, flexible workflow, and automation capabilities, integration with third-party applications, data consistency and real-time analysis, and reporting functionalities. These features collectively enhance operational efficiency and productivity.

Q3. What is an incident in ServiceNow?

An incident in ServiceNow refers to an unexpected event that disrupts normal service operation. ServiceNow allows organizations to record, classify, assign, and resolve incidents effectively, ensuring minimal impact on business operations and service quality.

Q4. How does ServiceNow automate workflows?

ServiceNow automates workflows through its robust platform that allows the creation, design, and management of a variety of workflows. It offers tools and features to automate tasks, processes, and activities, ensuring efficiency and accuracy in operations.

Q5. Explain CMDB in ServiceNow.

The Configuration Management Database (CMDB) in ServiceNow stores information about hardware, software, and service assets. It helps in tracking and managing assets, understanding their relationships and dependencies, and aiding in change management and incident resolution.

Q6. What are the business rules in ServiceNow?

Business rules in ServiceNow are server-side scripting that executes automatically when a specific condition is met. They are used for tasks like data calculations, setting field values, and other automated actions triggered by form submissions, modifications, or deletions.

Q7. Explain update sets in ServiceNow.

Update sets in ServiceNow are used to group and manage a set of customization that administrators and developers make to an instance. These update sets can be moved to another instance, facilitating the transfer of customizations from development to test or production environments.

Q8. What is the importance of roles in ServiceNow?

Roles in ServiceNow define what users can and cannot do in the system. They are essential for implementing access controls, ensuring users have appropriate permissions to perform specific tasks, and enhancing security, and organizational control.

Q9. How is data imported into ServiceNow?

Data is imported into ServiceNow using import sets. Import sets allow administrators to import data from various data sources, and then map this imported data into ServiceNow tables. It ensures data consistency and integrity during the import process.

Q10. Explain the Service Catalog.

The Service Catalog in ServiceNow is a centralized platform where users can explore and request various services offered by an organization. It enhances user experience, streamlines service request management, and improves service delivery efficiency.

Q11. What are SLAs in ServiceNow?

Service Level Agreements (SLAs) in ServiceNow define the expected level of service provided to the users. They help in monitoring and managing the quality of services, ensuring commitments are met and users are satisfied.

Q12. Can you customize the user interface in ServiceNow?

Yes, ServiceNow provides options to customize the user interface. Administrators can modify the layout, elements, and themes to enhance user experience and align the interface with organizational branding and preferences.

Q13. How does reporting work in ServiceNow?

ServiceNow offers robust reporting tools that allow users to create, manage, and analyze reports. It provides real-time insights, customizable templates, and various formats like tables, pie charts, and bar graphs for comprehensive data visualization.

Q14. What is the significance of integrations in ServiceNow?

Integrations in ServiceNow allow the platform to connect with other third-party applications and systems. It ensures seamless data flow, enhanced functionalities, and improved operational efficiency by bridging gaps between different software solutions.

Q15. How does change management benefit from ServiceNow?

Change management in ServiceNow is streamlined and efficient. It provides tools for planning, testing, and implementing changes, tracking their impacts, ensuring compliance, and reducing the risks associated with changes in IT environments.

Q16. What is a record producer?

A record producer in ServiceNow is a type of catalog item that allows users to create task-based records from the Service Catalog. It simplifies the process of record submissions, enhancing user experience and data accuracy.

Q17. Can you explain the concept of a workflow in ServiceNow?

Workflow in ServiceNow refers to a series of automated actions triggered by specific conditions. It enhances process efficiency, accuracy, and consistency by automating tasks, approvals, notifications, and other operational activities.

Q18. How do you ensure data security in ServiceNow?

Data security in ServiceNow is ensured through various means like roles and permissions, access controls, encryption, auditing, and compliance features. These collectively ensure data confidentiality, integrity, and availability.

Q19. What are notifications in ServiceNow?

Notifications in ServiceNow are alerts or messages sent to users to inform them about updates, tasks, incidents, or other relevant information. They can be customized and are instrumental in enhancing communication and collaboration within the platform.

Q20. How do application scopes benefit development in ServiceNow?

Application scopes in ServiceNow isolate applications and their data, allowing for secure and conflict-free development. It ensures that applications don’t interfere with each other, enhancing security and stability within the ServiceNow environment.

10 Interview Questions for Experienced

Q1. How is Access Control defined in ServiceNow?

Access Control in ServiceNow is a rule defined to grant or restrict access to specific data. It ensures security by specifying permissions on tables, records, or fields, and can include conditions and scripts for complex security requirements.

Q2. Explain the concept of cloning in ServiceNow.

Cloning in ServiceNow refers to the process of creating a duplicate instance and copying data from a source instance to a target instance. This is particularly useful for moving data between different environments, like from development to production.

Q3. What is a MID Server and its significance?

A MID (Management, Instrumentation, and Discovery) Server is a ServiceNow component that allows communication between the ServiceNow instance and external applications, systems, and services. It facilitates integrations, data imports, and other interactions securely.

Q4. How do you manage data conflicts during data synchronization in ServiceNow?

ServiceNow handles data conflicts through the implementation of Data Policies and Business Rules. They can be configured to validate and ensure data consistency during synchronization, preventing conflicts and ensuring data integrity.

Q5. Can you discuss the orchestration capabilities in ServiceNow?

ServiceNow Orchestration automates simple or complex multi-system tasks on remote servers, which are integral to IT and business processes. It extends the workflow engine to communicate with external systems, automating tasks across diverse systems.

Q6. Explain Performance Analytics in ServiceNow.

Performance Analytics in ServiceNow is an advanced analytics tool that provides real-time performance data, trends, and predictive analytics. It helps organizations make data-driven decisions, improve service delivery, and achieve operational excellence.

Q7. What are ServiceNow Data Transformations?

Data Transformations in ServiceNow refer to the process of converting data from a given format or structure into another format or structure. It is crucial during data migration, ensuring data consistency and integrity across various systems and databases.

Q8. How does ServiceNow handle asset management?

ServiceNow Asset Management tracks and manages the lifecycle of assets within an organization. It ensures efficient asset allocation, utilization, and maintenance, leading to cost reduction, improved service delivery, and optimized asset investments.

Q9. Can you explain the implications of the domain separation feature in ServiceNow?

Domain separation in ServiceNow allows multiple instances to coexist within a single ServiceNow instance, separating data, administration, and business processes. This is pivotal for organizations that have diverse business units requiring distinct operational environments.

Q10. How is knowledge management implemented in ServiceNow?

Knowledge Management in ServiceNow is facilitated through the Knowledge Base, a centralized repository where users can create, categorize, review, and publish articles. It enhances user self-service capabilities, reduces repetitive queries, and improves service delivery efficiency.