ITSM

ServiceNow Interview Questions

ITSM

1. What do you understand by IT Service Management (ITSM)?

ITSM refers to the implementation and management of quality IT services that meet the needs of the business. It involves a set of policies, processes, and procedures to design, deliver, manage, and improve the way IT is used within an organization.

2. Explain the ITIL (Information Technology Infrastructure Library) framework and its importance in ITSM.

ITIL is a set of best practices for IT service management that focuses on aligning IT services with the needs of the business. It provides a systematic approach to managing IT services, ensuring efficiency, effectiveness, and continuous improvement.

3. What are the key components of ITIL?

The key components of ITIL include Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

4. How would you define Incident Management in ITSM?

Incident Management is the process of managing the lifecycle of all incidents to ensure that normal service operation is restored as quickly as possible and the business impact is minimized.

5. Can you differentiate between Incident Management and Problem Management?

Incident Management focuses on restoring normal service operation as quickly as possible, while Problem Management aims to identify and eliminate the root cause of incidents to prevent recurrence.

6. What is the role of a Configuration Management Database (CMDB) in ITSM?

A CMDB is a repository that acts as a data warehouse for IT installations. It holds data related to a collection of IT assets, commonly referred to as configuration items (CIs), as well as descriptive relationships between such assets. The CMDB helps in understanding the relationships and dependencies between different IT components, which is crucial for effective incident, problem, and change management.

7. Explain the concept of Service Portfolio Management.

Service Portfolio Management involves managing the entire lifecycle of all services within an organization. It includes three main components: the Service Pipeline (services under development), the Service Catalog (live services or those available for deployment), and Retired Services (services that are no longer offered). This process ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.

8. How does ITSM contribute to business value?

ITSM contributes to business value by ensuring that IT services are aligned with business needs, improving service quality, reducing costs through efficient processes, enhancing user satisfaction, and enabling better risk management. It also supports continuous improvement and innovation, which can lead to competitive advantages.

9. How do you measure the success of ITSM implementation in an organization?

Success can be measured using Key Performance Indicators (KPIs) such as incident resolution time, customer satisfaction scores, service availability, change success rate, and the number of recurring incidents. Regular audits and reviews can also help assess the effectiveness of ITSM processes.

10. What is the role of automation in ITSM, and how can it improve service delivery?

Automation in ITSM can streamline repetitive tasks, reduce human error, and improve efficiency. Examples include automated incident routing, self-service portals, automated change approvals, and proactive monitoring. Automation helps in faster incident resolution, better resource utilization, and enhanced user satisfaction.

11. Explain the concept of Service Integration and Management (SIAM) and its importance in ITSM.

SIAM is a methodology used to manage multiple service providers and ensure they deliver seamless and integrated services to the business. It involves coordinating and managing the interactions between different service providers to ensure they work together effectively. SIAM is important for organizations that rely on multiple vendors, as it helps in achieving consistent service quality and accountability.

 

Incident Management Questions:

 

12. What are the main objectives of Incident Management?

The main objectives are to restore normal service operation as quickly as possible, minimize the impact on business operations, and ensure that agreed levels of service quality are maintained.

13. Describe the steps involved in the Incident Management process.

The steps include:

Identification and Logging: Detecting and recording the incident.

Categorization and Prioritization: Classifying the incident and determining its urgency and impact.

Initial Diagnosis: Performing initial troubleshooting.

Escalation: Escalating to higher support levels if necessary.

Investigation and Diagnosis: Further analysis and troubleshooting.

Resolution and Recovery: Implementing a solution and restoring the service.

Closure: Confirming resolution with the user and closing the incident.

 

14. How do you handle major incidents?

Major incidents require a separate process due to their high impact. This includes:

Immediate escalation to a major incident team.

Rapid communication to stakeholders.

Prioritizing resources to resolve the incident quickly.

Conducting a post-incident review to identify lessons learned.

15. What is a Service Level Agreement (SLA) and its role in Incident Management?

An SLA is a contract between the service provider and the customer that defines the level of service expected. In Incident Management, SLAs help ensure that incidents are resolved within agreed timeframes, maintaining service quality and customer satisfaction.

16. What is the difference between a workaround and a permanent fix in Incident Management?

A workaround is a temporary solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. A permanent fix, on the other hand, is a solution that completely resolves the underlying issue, preventing the incident or problem from recurring.

17. How do you prioritize incidents in ITSM?

Incidents are prioritized based on their impact and urgency. Impact refers to the effect on business operations, while urgency indicates how quickly the incident needs to be resolved. A priority matrix is often used to determine the priority level by combining these two factors.

18. Describe the process of conducting a post-incident review.

A post-incident review involves analysing the incident after it has been resolved to understand what happened, why it happened, and how it was handled. The review should identify any weaknesses in the process, areas for improvement, and lessons learned. It typically includes a timeline of events, root cause analysis, and recommendations for preventing future incidents.

19. How do you handle incidents that require coordination between multiple teams?

Effective coordination involves clear communication, defined roles and responsibilities, and a collaborative approach. Use tools like incident management systems to track progress, set up regular update meetings, and ensure all teams are aligned on the resolution plan. Escalate issues promptly if there are delays or conflicts.

20. What strategies would you use to reduce the number of recurring incidents?

Implementing Problem Management to identify and eliminate root causes, conducting regular incident reviews, improving documentation and knowledge sharing, and providing training to users and support staff can help reduce recurring incidents. Automation and proactive monitoring can also play a significant role.

21. Describe a scenario where you had to manage a critical incident. What steps did you take to resolve it?

This question requires a detailed response based on personal experience. Highlight the steps taken, such as identifying the incident, assessing its impact, escalating to the appropriate teams, communicating with stakeholders, implementing a resolution, and conducting a post-incident review to prevent future occurrences.

 

Problem Management Questions:

 

22. What is the primary goal of Problem Management?

The primary goal of Problem Management is to identify and eliminate the root cause of incidents to prevent recurrence and minimize the impact of incidents that cannot be prevented.

23. Explain the difference between a Problem and a Known Error.

A Problem is the unknown cause of one or more incidents, while a Known Error is a problem that has been analysed and has a documented root cause and workaround.

24. Describe the steps involved in the Problem Management process.

The steps include:

Problem Detection: Identifying problems through trend analysis or incident patterns.

Problem Logging: Recording the problem details.

Problem Categorization and Prioritization: Classifying and prioritizing the problem based on its impact and urgency.

Problem Investigation and Diagnosis: Analysing the problem to identify the root cause.

Workaround and Resolution: Implementing a temporary workaround or permanent solution.

Problem Closure: Closing the problem after verifying the resolution.

Major Problem Review: Conducting a review for significant problems to identify lessons learned.

25. How do you differentiate between reactive and proactive Problem Management?

Reactive Problem Management focuses on identifying and resolving problems in response to incidents that have already occurred. Proactive Problem Management aims to identify and resolve problems before they result in incidents, often through trend analysis and regular reviews.

26. What techniques can be used for root cause analysis in Problem Management?

Techniques include the Five Whys, Fishbone Diagram (Ishikawa), Fault Tree Analysis, and Pareto Analysis. These methods help in systematically identifying the underlying causes of problems.

27. How do you measure the effectiveness of Problem Management?

Effectiveness can be measured using metrics such as the number of problems identified and resolved, the reduction in the number of incidents, the time taken to resolve problems, and the impact of problems on service availability.

 

Change Management Questions:

 

28. What are the objectives of Change Management?

The objectives are to ensure that changes are implemented in a controlled and efficient manner, minimize the risk of disruption to IT services, and ensure that changes are properly documented and communicated.

29. Explain the different types of changes in Change Management.

The types include:

Standard Changes: Pre-approved, low-risk changes that follow a predefined process.

Normal Changes: Changes that require assessment, approval, and scheduling.

Emergency Changes: Changes that need to be implemented urgently to resolve an incident or prevent an imminent issue.

30. Describe the Change Advisory Board (CAB) and its role in Change Management.

The CAB is a group of stakeholders responsible for reviewing and approving changes. The CAB ensures that changes are assessed for risk, impact, and resource requirements, and that they align with business objectives.

31. What is the role of a Change Manager in the Change Management process?

The Change Manager is responsible for overseeing the entire change process, ensuring that changes are properly assessed, approved, implemented, and reviewed. They coordinate with stakeholders, manage the Change Advisory Board (CAB), and ensure compliance with change policies.

32. How do you handle emergency changes in Change Management?

Emergency changes require a fast-tracked process due to their urgent nature. They are typically reviewed and approved by an Emergency Change Advisory Board (ECAB) and implemented as quickly as possible to resolve critical issues or prevent imminent problems.

33. What are the key components of a Change Management policy?

Key components include the scope of the policy, roles and responsibilities, change classification, change approval process, risk assessment, communication plan, and post-implementation review.

 

Service Request Management Questions:

 

34. What is the purpose of Service Request Management?

The purpose is to handle all user requests for IT services, such as access to applications, software installations, and information requests, in an efficient and standardized manner.

35. Explain the difference between an Incident and a Service Request.

An Incident is an unplanned interruption to an IT service or a reduction in its quality, while a Service Request is a formal request from a user for something to be provided, such as access to a new application or a password reset.

36. Describe the lifecycle of a Service Request.

The lifecycle includes:

Request Logging: Recording the service request details.

Request Categorization and Prioritization: Classifying and prioritizing the request.

Request Approval: Obtaining necessary approvals.

Request Fulfilment: Completing the request.

Request Closure: Closing the request after verifying fulfilment.

37. How do you ensure that service requests are fulfilled efficiently and effectively?

Efficient fulfilment can be ensured by having well-defined processes, clear service catalogs, automated workflows, regular training for service desk staff, and continuous monitoring and improvement of the request fulfilment process.

38. What is the role of a Service Catalog in Service Request Management?

The Service Catalog provides a centralized repository of all available IT services, including detailed descriptions, pricing, and fulfilment processes. It helps users understand what services are available and how to request them, and it aids in managing and tracking service requests.

39. How do you handle service requests that require approval from multiple stakeholders?

Use automated workflows to route the request to the appropriate approvers in sequence or parallel, depending on the approval process. Ensure clear communication and tracking to avoid delays and ensure timely fulfilment.

 

Configuration Management Questions:

 

40. What is the role of Configuration Management in ITSM?

Configuration Management ensures that accurate and reliable information about the IT infrastructure and its components (Configuration Items or CIs) is available when needed. This information supports other ITSM processes such as Incident, Problem, and Change Management.

41. Explain the concept of a Configuration Management Database (CMDB).

A CMDB is a repository that stores information about all the CIs in the IT environment, including their attributes and relationships. It helps in understanding the dependencies and impact of changes, incidents, and problems.

42. Describe the process of maintaining the CMDB.

The process includes:

Identification: Defining and identifying CIs.

Control: Ensuring that only authorized changes are made to CIs.

Status Accounting: Recording and reporting the status of CIs.

Verification and Audit: Regularly verifying and auditing the CMDB to ensure accuracy.

42. What are the challenges in maintaining an accurate CMDB, and how do you address them?

Challenges include data accuracy, completeness, and consistency. Address these by implementing automated discovery tools, regular audits, and updates, defining clear processes for adding and updating CIs, and ensuring proper training for staff.

43. How do you use the CMDB to support other ITSM processes?

The CMDB supports Incident, Problem, and Change Management by providing accurate information about the IT infrastructure, relationships between CIs, and impact analysis. It helps in identifying affected services, assessing change risks, and diagnosing problems.

44. Explain the concept of Configuration Item (CI) lifecycle management.

CI lifecycle management involves tracking and managing CIs from their creation to retirement. This includes identifying and recording CIs, maintaining their status and relationships, and ensuring they are updated or retired as needed. It ensures that the CMDB reflects the current state of the IT environment.

 

Scripting Questions:

 

45. Write a script to automatically assign incidents to a specific group based on the category.

JavaScript

var gr = new GlideRecord('incident');

gr.addQuery('category', 'Network');

gr.query();

while (gr.next()) {

    gr.assignment_group = 'Network Support';

    gr.update();

}

 

46. How do you create a business rule to send a notification when an incident is reassigned?

Navigate to System Definition > Business Rules, create a new business rule, and use the following script:

JavaScript

if (current.assignment_group.changes()) {

    gs.eventQueue('incident.reassigned', current, current.assignment_group, previous.assignment_group);

}

47. Write a script to calculate the average resolution time for incidents resolved in the last month.

JavaScript

var gr = new GlideAggregate('incident');

gr.addEncodedQuery('state=Closed^resolved_atONLast month@javascript:gs.beginningOfLastMonth()@javascript:gs.endOfLastMonth()');

gr.addAggregate('AVG', 'resolved_at - opened_at');

gr.query();

if (gr.next()) {

    gs.print('Average resolution time: ' + gr.getAggregate('AVG', 'resolved_at - opened_at') + ' milliseconds');

}

 

48. Write a script to automatically close incidents that have been in the ‘Resolved’ state for more than 30 days.

JavaScript

var gr = new GlideRecord('incident');

gr.addEncodedQuery('state=6^resolved_atRELATIVELE@dayofweek@ago@30');

gr.query();

while (gr.next()) {

    gr.state = 'Closed';

    gr.update();

}

 

49. How do you create a business rule to prevent incidents from being reopened if they are in the ‘Closed’ state?

Navigate to System Definition > Business Rules, create a new business rule, and use the following script:

JavaScript

if (current.state.changes() && current.state == 'Closed') {

    gs.addErrorMessage('Cannot reopen closed incidents');

    current.setAbortAction(true);

}

 

50. Write a script to send an email notification to the incident manager when an incident is escalated.

JavaScript

var gr = new GlideRecord('incident');

gr.addEncodedQuery('priority=1^ORpriority=2');

gr.query();

while (gr.next()) {

    gs.eventQueue('incident.escalated', gr, gr.incident_manager.email, gr.priority);

}

 

51. How do you create a scheduled job to run a script every week to check for incidents that have not been updated in the last 7 days?

Navigate to System Definition > Scheduled Jobs, create a new scheduled job, and use the following script:

JavaScript

var gr = new GlideRecord('incident');

gr.addEncodedQuery('sys_updated_onRELATIVELE@dayofweek@ago@7^state!=Closed');

gr.query();

while (gr.next()) {

    gs.eventQueue('incident.stale', gr, gr.assigned_to.email, gr.number);

}

 

52. Write a script to automatically escalate incidents that have not been updated in the last 48 hours.

JavaScript

var gr = new GlideRecord('incident');

gr.addEncodedQuery('sys_updated_onRELATIVELE@hour@ago@48^state!=Closed');

gr.query();

while (gr.next()) {

    gr.escalation = true;

    gr.update();

}

 

53. How do you create a business rule to notify the incident manager if an incident’s priority is changed to ‘Critical’?

Navigate to System Definition > Business Rules, create a new business rule, and use the following script:

JavaScript

if (current.priority.changesTo('1')) {

    gs.eventQueue('incident.critical_priority', current, current.incident_manager.email, current.priority);

}

 

54. Write a script to generate a weekly report of incidents grouped by their assignment group.

JavaScript

var gr = new GlideAggregate('incident');

gr.addEncodedQuery('sys_created_onONLast week@javascript:gs.beginningOfLastWeek()@javascript:gs.endOfLastWeek()');

gr.addAggregate('COUNT');

gr.groupBy('assignment_group');

gr.query();

while (gr.next()) {

    gs.print(gr.assignment_group.getDisplayValue() + ': ' + gr.getAggregate('COUNT'));

}

 

55. How do you create a scheduled job to automatically close incidents that have been in the ‘Resolved’ state for more than 14 days?

Navigate to System Definition > Scheduled Jobs, create a new scheduled job, and use the following script:

JavaScript

var gr = new GlideRecord('incident');

gr.addEncodedQuery('state=6^resolved_atRELATIVELE@dayofweek@ago@14');

gr.query();

while (gr.next()) {

    gr.state = 'Closed';

    gr.update();

}

 

56. Write a script to automatically create a problem record when an incident is marked as a major incident.

JavaScript

var incident = new GlideRecord('incident');

incident.addQuery('major_incident', true);

incident.query();

while (incident.next()) {

    var problem = new GlideRecord('problem');

    problem.initialize();

    problem.short_description = 'Problem created from major incident: ' + incident.number;

    problem.description = incident.description;

    problem.incident = incident.sys_id;

    problem.insert();

}

 

57. How do you create a business rule to link incidents to an existing problem based on a keyword in the incident description?

JavaScript

var incident = new GlideRecord('incident');

incident.addQuery('short_description', 'CONTAINS', 'network');

incident.query();

while (incident.next()) {

    var problem = new GlideRecord('problem');

    problem.addQuery('short_description', 'CONTAINS', 'network');

    problem.query();

    if (problem.next()) {

        incident.problem_id = problem.sys_id;

        incident.update();

    }

}

58. Write a script to automatically approve changes of a specific type (e.g., Standard Changes).

JavaScript

var change = new GlideRecord('change_request');

change.addQuery('type', 'Standard');

change.query();

while (change.next()) {

    change.state = 'Approved';

    change.update();

}

 

59. How do you create a business rule to send a notification when a change request is moved to the ‘Scheduled’ state?

JavaScript

if (current.state.changesTo('Scheduled')) {

    gs.eventQueue('change.scheduled', current, current.assigned_to.email, current.number);

}

 

60. Write a script to automatically fulfill service requests that do not require approval.

JavaScript

var request = new GlideRecord('sc_request');

request.addQuery('approval', 'not_required');

request.query();

while (request.next()) {

    request.state = 'Fulfilled';

    request.update();

}

 

61. How do you create a business rule to notify the requestor when their service request is fulfilled?

JavaScript

if (current.state.changesTo('Fulfilled')) {

    gs.eventQueue('request.fulfilled', current, current.requested_for.email, current.number);

}

 

62. Write a script to automatically update the status of configuration items (CIs) that have not been updated in the last 90 days.

JavaScript

var ci = new GlideRecord('cmdb_ci');

ci.addEncodedQuery('sys_updated_onRELATIVELE@dayofweek@ago@90');

ci.query();

while (ci.next()) {

    ci.status = 'Inactive';

    ci.update();

}

 

63. How do you create a business rule to prevent deletion of critical CIs?

JavaScript

if (current.critical == true) {

    gs.addErrorMessage('Cannot delete critical configuration items');

    current.setAbortAction(true);

}