Tools / ServiceNow Interview Questions

What is the difference between an Incident and a Problem?

An Incident is an unplanned interruption to a service (focus: restore service fast). A Problem is the underlying cause of one or more incidents (focus: find the root cause).

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What is ServiceNow? What is IT Service Management (ITSM)? What is an SLA? What is the CMDB Baseline? What is the ACL? What is Zing in ServiceNow? What is BSM Map? What is the CMDB, and why is it the "heart" of ServiceNow? Explain the difference between a UI Policy and a Data Policy. What is an Update Set, and what does it not capture? What is "Coalesce" in an Import Set? What is the difference between an Incident and a Problem? Explain the lifecycle of a Change Request. What are the different types of SLAs?

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