The Ultimate Question Bank for Senior ServiceNow Professional & Consultants

Ratnakar7
Mega Sage
yesterday

This is exactly the kind of question set used for Senior ServiceNow Professional/ Advisory Consultant /ITSM- ITOM–CSM roles.
This curated set of questions spans ServiceNow Core Architecture, ITIL governance, CMDB/CSDM design, ITOM discovery, ITAM/SAM/HAM practices, CSM implementations, integrations, event management, migration scenarios, coding best practices, leadership skills, and even AI in ITSM.

-> ServiceNow Core Architecture & Platform

  1. Can ServiceNow connect to an external database directly?

  2. How can ServiceNow use external database data without storing it in ServiceNow tables?

  3. What is Next Experience in ServiceNow?

  4. What are the different license types in ServiceNow and how licensing works?

  5. How are custom tables counted in licensing?

  6. What is the best practice to avoid custom tables?

  7. What is Domain Separation?

    • Benefits

    • How to secure domains

    • What does “Contains Domain” mean?

  8. What newly introduced CMDB base tables exist?

  9. What is multi-row variable set and when do you use it?

  10. What is Query ACL and when should it be used?

  11. What is the use of scoped applications?

  12. How do Update Sets vs App Repository differ?

  13. What is the governance model for ServiceNow platform?

-> ITIL, Process & Governance

  1. Where do Incident, Problem, Change fit in ITIL lifecycle?

  2. How do you design KPIs and governance for ITSM/ITOM?

  3. What do you cover in code review as an architect?

  4. How do you manage technical debt in ServiceNow?

  5. How do you approach ServiceNow upgrades end-to-end?

  6. What are the risks during upgrade and how do you mitigate them?

-> CMDB, CSDM & Data Quality

  1. Difference between CI and Asset

  2. What are the 3 C’s of CMDB Health?

  3. How & when do you perform Data Certification?

  4. What are Identification & Reconciliation (I&R) rules?

  5. How do you write I&R rules to avoid duplicate CI?

  6. How do you classify ESX servers in CMDB?

  7. How do you align CMDB with CSDM?

  8. How do you design CMDB for scalability?

-> ITOM – Discovery, Service Mapping & MID Server

  1. What is a MID Server?

  2. How do you install, configure, monitor & troubleshoot MID Server?

  3. What are common MID Server errors?

  4. What is MID Server clustering and why is it needed?

  5. What questions do you ask a customer before implementing Discovery?

  6. What is Discovery and how does it work?

  7. What are Discovery phases?

  8. What is horizontal vs vertical discovery?

  9. What are Probes & Sensors (legacy)?

  10. What are Patterns and why are they preferred?

  11. Real-world example of Pattern-based discovery

  12. What is Cloud Discovery and how does it work?

  13. How do you discover Windows servers?

  14. What credentials are used for:

    • Windows Discovery

    • Linux Discovery

  15. How do you discover ESX / vCenter servers?

  16. Frequently used ports in Discovery (Windows, Linux, ESX)

  17. What is Service Mapping and how do you implement it?

  18. Difference between Discovery vs Service Mapping

-> ITAM / SAM / HAM

  1. What is Normalization in SAM?

  2. What is Reconciliation in SAM?

  3. What is Reclamation in SAM?

  4. How do you design license reclamation rules?

  5. How does SAM integrate with Discovery?

  6. Difference between Asset vs CI in ITAM context

-> CSM (Customer Service Management)

  1. What is CSM and its core components?

  2. What is a Case Type in CSM?

  3. When & why do you create a new Case Type?

  4. How do you configure & manage Case Types?

  5. Explain a complex CSM implementation you worked on

  6. How does CSM integrate with ITSM & CMDB?

  7. How do you design entitlements & account hierarchy?

  8. How do you implement Engagement Messenger?

-> Integration & Security

  1. How do you secure ServiceNow integrations?

  2. How do you handle OAuth token expiry in REST integrations?

  3. What are best practices for high-volume REST integrations?

  4. How do you fetch 10 lakh records in 5 hours using REST?

  5. How do you design Scripted REST APIs?

  6. What authentication methods are supported in ServiceNow?

  7. How do you handle error handling & logging in integrations?

-> Event Management

  1. What is Event Management?

  2. How do you write a rule to create Incident from Alert?

  3. What is the difference between Alert vs Event?

  4. How do you prevent alert noise?

-> Migration & Architecture Scenarios

  1. How would you migrate BMC Remedy to ServiceNow?

  2. How do you migrate a legacy Java application into ServiceNow?

  3. What parts can be auto-migrated and what cannot?

  4. How do you approach platform roadmap planning?

  5. How do you conduct client discovery workshops?

-> JavaScript / Glide API / Coding

  1. Difference between getXML(), getXMLAnswer(), getXMLWait()

  2. Difference between GlideAjax vs GlideRecord

  3. How do you optimize GlideRecord performance?

  4. How do you use GlideAggregate correctly?

  5. Write code to:

    • Get incident count state-wise
    • Get incident count category-subcategory wise
    • Get published KBs not used
    • Get incidents with largest attachments

  6. How do you sort an array in JavaScript?

  7. How do you do batch processing in ServiceNow?

  8. How do you avoid O(n²) complexity in ServiceNow scripts?

  9. Best practices for Business Rules vs Flow Designer

-> Behavioral & Leadership

  1. Tell me about yourself (technical + leadership)

  2. How do you handle conflict with vendors/teams?

  3. Describe a production crisis you handled

  4. Describe a failure and learning

  5. How do you mentor junior developers?

  6. How do you influence stakeholders without authority?

  7. What is the most challenging implementation you did?

-> AI 

  1. Why AI?

  2. What do you know about AI components  LLM/Gen AI/ Agentic AI / RAG, MCP server etc?

  3. What are challenges in AI?

  4. Is AI good or bad?

  5. How do you evaluate AI systems?

  6. Give 3 use cases of AI in ITSM/HRSD/CSM?
  7. How do you ensure GenAI doesn’t expose restricted data?
  8. Explain Agentic AI architecture: planner–executor + tool calling?
  9. How do you ensure AI actions are auditable and reversible?

👉Use this collection as a study guide, interview prep resource, or a roadmap for continuous ServiceNow mastery. It's not just a checklist - it's a reflection of the skills that separate seasoned professionals from the rest.

Thanks,

Ratnakar

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