🚀 ServiceNow Interview Questions Grind

Q1: Do you recommend ServiceNow over other tools? Why?

👉 Answer:
Yes ✅. I recommend ServiceNow because of its:

• ⚡ Flexibility to implement applications.

• 🌐 Support for modern web technologies like JavaScript, jQuery, and HTML.

• 🔄 Unified ecosystem that supports ITSM, ITOM, ITBM, HRSD, GRC, and more.

💡 Pro Tip: In interviews, also emphasize low-code/no-code capabilities and continuous upgrades.

Q2: Please tell me about GlideRecord.

👉 Answer:
GlideRecord is a Java class used in server-side scripting to interact with ServiceNow tables.

📌 Key Functions:

• Query records (.query())

• Iterate over results (.next())

• Insert, update, or delete records

📌 Example:

💡 Pro Tip: GlideRecord = your go-to tool for database operations in ServiceNow.

Q3: Did you work on LDAP Integration?

👉 Answer:
No ❌. That work was handled by a different team.

Q4: Do you have an idea of LDAP?

👉 Answer:
Yes ✅. LDAP (Lightweight Directory Access Protocol) is used to:

• Import user lists from Active Directory into the sys_user table in ServiceNow.

• Keep ServiceNow users in sync with the organization’s directory.

Q5: Did you work on Discovery?

👉 Answer:
No ❌, I haven’t directly worked on Discovery.

Q6: Any idea what Discovery is?

👉 Answer:
Yes ✅. Discovery is used to automatically identify and import Configuration Items (CIs) into different classes of the CMDB.

📌 Benefits:

• Auto-populates CMDB.

• Identifies relationships between devices, applications, and services.

Q7: What is a Scorecard?

👉 Answer:
A Scorecard is a graphical tool 📊 to measure the performance of an employee, process, or service over time.

📌 Features:

• Belongs to an Indicator.

• Can include targets, breakdowns, aggregates, and time series.

💡 Pro Tip: Think of it as a dashboard widget to monitor KPIs.

Q8: What do you mean by Indicators in Performance Analytics?

👉 Answer:
Indicators (a.k.a. KPIs or Metrics) are statistics used to measure and forecast business performance.

📌 Examples:

• Average time to resolve Incidents

• Number of open Change Requests

• SLA breach percentage

💡 Interview Hint: Indicators = the core measurable units in Performance Analytics.