Career · 9 min read read
ServiceNow ITSM Interview Questions and Answers
Top ServiceNow ITSM interview questions and answers on Incident, Problem, Change, SLA and CMDB for freshers and experienced professionals.
By the NowPath Institute trainer team ·
What is the difference between an incident and a problem?
An incident is an unplanned interruption to a service. A problem is the underlying cause of one or more incidents. Incident management restores service; problem management removes the cause.
What are the change types in ServiceNow?
Normal (requires CAB approval), Standard (pre-approved and low risk) and Emergency (urgent, with expedited approval).
How do SLAs work?
SLA definitions specify start, pause and stop conditions plus a duration and schedule. Task SLA records track progress and trigger breach notifications.
What is the CMDB?
The Configuration Management Database stores configuration items and their relationships so teams can understand impact during incidents and changes.