Tools / ServiceNow Interview Questions

Established in 2003, ServiceNow is a cloud-based workflow automation platform for the Enterprises and Organizations. ServiceNow automates IT management workflows. ServiceNow is a ITSM tool.

IT Service Management (ITSM) refers to the process by which IT teams administer the end-to-end service delivery to clients. This encompasses all processes and activities involved in the design, development, delivery, and support of information technology services.

An SLA is a contractual agreement between a customer and a supplier that defines the service level the supplier must achieve. It extends the service definition from the Service Catalogue by providing a series of service-level targets and performance metrics that specify the desired results. Here's an example of an incident resolution goal: 90 percent of priority incidents must be resolved within four hours.

CMDB baselines help to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. The baseline is the snapshot of a CI.

An ACL is an Access Control List that defines what data a user can access and how they can access it in service now.

The Zing text indexing and search engine is the default search engine used to search Now Platform record data at ServiceNow. Its engine is created entirely with ServiceNow code and implemented within the relational model.

BSM or Business Service Management map graphically displays configuration items. These items indicate the status of Configuration items and support a business service.