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3 weeks ago
Hello Community,
I’m preparing for ServiceNow Developer interviews and would really appreciate it if you could share real-time or scenario-based interview questions related to ITSM (Incident, Problem, Change, Service Catalog, scripting, etc.).
I’m especially interested in scenarios around:
• Client Script vs Business Rule decision-making
• Incident auto-assignment or SLA breach handling
• Service Catalog approvals and workflows
• Performance or debugging issues in ITSM
Any insights from recent interviews or real project scenarios would be extremely helpful.
Thank you in advance.
Solved! Go to Solution.
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3 weeks ago
Refer this links for some mock questions, see if it helps you:
Scenario based and Theoretical interview questions... - ServiceNow Community
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3 weeks ago
Refer this links for some mock questions, see if it helps you:
Scenario based and Theoretical interview questions... - ServiceNow Community
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3 weeks ago
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3 weeks ago - last edited 3 weeks ago
Hi @komal_jd
Great that you're preparing for ServiceNow Developer interviews. I will provide you some real-world scenario-based questions that frequently come up:
Client Script vs Business Rule Scenarios
When would you use a Client Script to validate that an Incident's short description contains at least 10 characters, versus using a Business Rule? What happens if the user submits via API or email?
You need to auto-populate the Assignment Group when a user selects a Configuration Item. The CI has a support group defined in the CMDB. Should this be a Client Script or Business Rule, and why?
A requirement says "When Priority is set to Critical, automatically notify the on-call manager." How would you implement this, and what are the performance implications of each approach?
Incident Auto-Assignment & SLA
Design a solution where Incidents are auto-assigned based on the caller's location, category, and current agent workload. Which ServiceNow features would you use?
An SLA is breaching even though the Incident was resolved on time. How would you troubleshoot this? What tables and logs would you check?
How would you handle a scenario where Incidents need to be reassigned if the assigned technician doesn't respond within 30 minutes?
Service Catalog & Workflows
A catalog item needs three levels of approval: manager, department head, and finance (only if cost exceeds $5000). How would you configure this in Flow Designer or Workflow?
Users are complaining that their catalog requests are stuck in "Waiting for Approval" even after approval. How do you debug this?
How would you implement a dynamic approval process where the approver changes based on the requested item's category?
Performance & Debugging
A Business Rule is causing significant performance issues on the Incident table. What steps would you take to identify and optimize it?
You notice that a Script Include is being called multiple times per transaction. How would you refactor this?
The system is slow when loading the Incident form. What debugging tools and techniques would you use to identify the bottleneck?
Advanced ITSM Scenarios
How would you link related Incidents to a Problem record automatically based on symptoms or configuration items?
Explain how you'd implement a custom SLA that pauses during weekends but only for certain priority levels.
Common Follow-up Questions
What's the difference between current.update() and current.setWorkflow(false) in a Business Rule?
When would you use GlideRecord vs GlideAggregate?
How do you prevent recursive Business Rules?
The key to these interviews is demonstrating not just what to do, but why you'd choose one approach over another, considering factors like performance, user experience, maintainability, and ServiceNow best practices.
Good luck with your interviews!
if my response helped, kindly mark helpful and accept as solution, You can accept multiple solution 🙂
Warm Regards
Sumit
Technical Consultant
