🚀 ServiceNow Interview Questions Grind
Q1: Did you work on SLAs?
👉 Answer (Sample):
Yes ✅. I have created SLAs as per client requirements, defining start, stop, and pause conditions.
Q2: Could you please tell me the procedure for creating an SLA?
👉 Answer:
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Navigate to SLA Definitions.
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Select the table (e.g., Incident, Problem) the SLA applies to.
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Define:
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Start Condition → When SLA should begin.
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Stop Condition → When SLA should complete.
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Pause Condition → When SLA should be paused.
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Save and test the SLA.
💡 Pro Tip: Always align SLA conditions with business rules and client KPIs.
Q3: What is the difference between an SLA and an OLA?
👉 Answer:
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SLA (Service Level Agreement): An agreement between vendor and client 🏢↔️👥.
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OLA (Operational Level Agreement): An agreement within an organization 🏢↔️🏢 (between internal teams).
📌 Interview Hint: Emphasize: SLA = external, OLA = internal.
❓ Q73: Did you work in Knowledge Management?
👉 Answer (Sample):
Yes ✅. I have experience in creating and managing Knowledge Articles, controlling access, and making articles available to specific roles.
Q4: What all have you done in Knowledge Management?
👉 Answer:
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✍️ Created Knowledge Articles.
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🔒 Controlled visibility by assigning articles to specific user roles.
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📚 Organized articles into knowledge bases.
Q5: What do we need to do to make a Knowledge Article available to all users?
👉 Answer:
Assign the public role to the Knowledge Article so it becomes accessible to everyone.
Q6: What kind of Knowledge Articles can we create in ServiceNow?
👉 Answer:
You can create:
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📎 Attachment links
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📄 File attachments
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🌐 HTML pages
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📚 General knowledge entries
Q7: How can we search a Knowledge Article?
👉 Answer:
By using Meta Tags.
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Whatever keywords are added as meta tags become searchable elements in Knowledge Search.
💡 Pro Tip: Always add relevant keywords/phrases to improve article discoverability.