🔍 ServiceNow Modules

What is ServiceNow Modules?

Modules are functional sub-sections within an application. Each module represents a business process like Incident, Change, HR Case, or Vulnerability Response. They're the core of day-to-day operations on the Now Platform.

🧰Top 5 ServiceNow Modules – Brief Overview

1) ITSM (IT Service Management)

Streamlines IT services using modules like Incident, Problem, Change, and Request.

2) CSM (Customer Service Management)

Focuses on external customer interactions and case resolution. Connects customers with support agents, knowledge, and self-service tools.

3) HRSD (HR Service Delivery)

Digitalizes and simplifies HR processes like onboarding, leave, benefits, and grievances.

4) ITOM (IT Operations Management)

Monitors, maps, and maintains infrastructure using tools like Discovery and CMDB.

5) SecOps (Security Operations)

Integrates security tools with ServiceNow to automate threat and vulnerability responses.

🧠 Top 10 Interview Questions & Answers

1️⃣ What is a module in ServiceNow?

A functional component inside an application (e.g., Incident under ITSM).

2️⃣ Name 3 ITSM submodules and their use?

Incident (handle issues), Change (control changes), Problem (prevent recurring issues).

3️⃣ Difference between ITSM & CSM?

ITSM serves internal IT teams; CSM supports external customer services.

4️⃣ What does HRSD offer?

HR case management, onboarding, employee services.

5️⃣ Where does CMDB belong?

Under ITOM – CMDB stores all IT assets and relationships (CIs).

6️⃣ Which module handles customer tickets?

CSM – it manages customer cases and escalations.

7️⃣ Role of the Incident module?

To log and resolve IT issues affecting end users.

8️⃣ What is an SLA? Where is it set?

SLA defines resolution targets, configured under SLA Definitions.

9️⃣ Real-world use case of SecOps?

Automatically creating a ticket from a security scan alert for patching.

🔟 Can modules be customized?

Yes, using Studio, Business Rules, UI Policies, and Flow Designer.