ServiceNow Interview Questions
Incident Management
1. What is Incident Management in ITIL?
Incident Management in ITIL is the process responsible for managing the lifecycle of all incidents. The primary objective is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed service levels are maintained.
2. What is the difference between an incident and a service request?
An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. A service request, on the other hand, is a formal request from a user for something to be provided, such as access to a service, a password reset, or information.
3. Can you explain the difference between incident resolution and incident closure?
Incident resolution refers to the process of addressing and fixing the root cause of the incident, restoring the service to its normal state. Incident closure occurs after the resolution, ensuring that all necessary documentation is completed, and the user confirms that the service has been restored to their satisfaction.
4. How do you prioritize incidents in Incident Management?
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, ensuring that high-impact and high-urgency incidents are addressed first.
5. What is a Major Incident, and how is it managed differently from a regular incident?
A Major Incident is an incident with significant impact on business operations, requiring immediate attention and a coordinated response. Major Incidents are managed through a dedicated Major Incident Management process, which includes a Major Incident Manager, predefined escalation procedures, and communication plans to ensure rapid resolution.
6. What is the role of an Incident Manager in an organization?
An Incident Manager is responsible for overseeing the Incident Management process, ensuring that incidents are identified, logged, categorized, prioritized, and resolved efficiently. They coordinate with various teams, communicate with stakeholders, and ensure that service levels are maintained.
7. How do you ensure effective communication during an incident?
Effective communication during an incident involves timely updates to stakeholders, clear and concise information, and using appropriate communication channels. Regular status updates, incident reports, and post-incident reviews help keep everyone informed and aligned.
8. What is Root Cause Analysis (RCA), and how is it applied in Incident Management?
Root Cause Analysis (RCA) is a method used to identify the underlying cause of an incident. In Incident Management, RCA is conducted after the incident is resolved to determine what caused the incident and to implement corrective actions to prevent recurrence.
9. How do you measure the success of the Incident Management process?
The success of the Incident Management process can be measured using key performance indicators (KPIs) such as mean time to resolution (MTTR), the number of incidents resolved within SLA, the number of reopened incidents, and customer satisfaction scores.
10. Scenario: You need to manage a high-priority incident that affects multiple departments. How would you handle this situation?
I would start by quickly assembling a cross-functional incident response team, including representatives from the affected departments. I would ensure clear communication and coordination among team members, provide regular updates to stakeholders, and prioritize tasks to restore service as quickly as possible. After resolving the incident, I would conduct a post-incident review to identify lessons learned and improve future responses.
11. Scenario: You need to manage a high-priority incident that affects multiple departments. How would you handle this situation?
I would start by quickly assembling a cross-functional incident response team, including representatives from the affected departments. I would ensure clear communication and coordination among team members, provide regular updates to stakeholders, and prioritize tasks to restore service as quickly as possible. After resolving the incident, I would conduct a post-incident review to identify lessons learned and improve future responses.
12. Scenario: Multiple incidents occur simultaneously, and you need to prioritize them. How would you approach this?
I would assess the impact and urgency of each incident to determine their priority. High-impact and high-urgency incidents would be addressed first. I would also ensure that resources are allocated effectively, and clear communication is maintained with all stakeholders to manage expectations and provide updates on the resolution progress.
13. Scenario: You need to communicate bad news to stakeholders about an incident that will take longer to resolve than expected. How would you handle this?
I would communicate transparently and promptly, providing stakeholders with a clear explanation of the situation, the reasons for the delay, and the steps being taken to resolve the incident. I would also offer an updated timeline and any interim solutions to mitigate the impact. Maintaining open and honest communication helps build trust and manage expectations.
14. Scenario: You need to prevent a recurring incident from happening again. What steps would you take?
I would conduct a thorough Root Cause Analysis (RCA) to identify the underlying cause of the recurring incident. Based on the findings, I would implement corrective actions to address the root cause and prevent recurrence. This might include updating processes, applying patches, or providing additional training to staff. I would also monitor the situation to ensure the effectiveness of the implemented measures.
15. Scenario: You need to handle an incident that requires coordination with an external vendor. How would you manage this?
I would establish clear communication channels with the external vendor and ensure they are aware of the incident’s impact and urgency. I would coordinate efforts between the internal team and the vendor, setting clear expectations and timelines for resolution. Regular updates and collaboration would be essential to ensure a swift and effective resolution2.
16. Scenario: An incident has been resolved, but the user reports that the issue persists. How would you handle this situation?
I would re-open the incident and conduct a thorough investigation to understand why the issue persists. I would communicate with the user to gather additional information and ensure their concerns are addressed. I would also review the initial resolution steps to identify any gaps or missed issues and take corrective actions to fully resolve the incident.
17. Scenario: You need to ensure that incident management processes are continuously improved. What strategies would you employ?
I would implement a continuous improvement process that includes regular reviews of incident management metrics, feedback from users and stakeholders, and post-incident reviews. I would identify areas for improvement, update processes and procedures, and provide training to staff. Additionally, I would leverage automation and tools to streamline incident management activities and enhance efficiency.
18. Write a script to find the count of active incidents and group them by category.
JavaScript
var count = new GlideAggregate('incident');
count.addActiveQuery();
count.addAggregate('COUNT');
count.groupBy('category');
count.query();
while (count.next()) {
gs.info(count.getDisplayValue('category') + ' - ' + count.getAggregate('COUNT'));
}
19. How do you get the count of total incidents in the system?
JavaScript
var count = new GlideAggregate('incident');
count.addAggregate('COUNT');
count.query();
if (count.next()) {
gs.print(count.getAggregate('COUNT'));
}
20. Write a script to print the last 5 incidents created yesterday.
JavaScript
gs.print('Last 5 incidents created yesterday:');
var gr = new GlideAggregate('incident');
gr.addEncodedQuery('sys_created_onONToday@javascript:gs.beginningOfYesterday()@javascript:gs.endOfYesterday()');
gr.setLimit(5);
gr.query();
while (gr.next()) {
gs.print(gr.number);
}
21. Write a script to show the incident count for each state updated today.
JavaScript
gs.print('State\tIncident Count');
var grIncident = new GlideAggregate('incident');
grIncident.addEncodedQuery('sys_updated_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()');
grIncident.addAggregate('COUNT', 'state');
grIncident.groupBy('state');
grIncident.query();
while (grIncident.next()) {
gs.print(grIncident.state.getDisplayValue() + '\t' + grIncident.getAggregate('COUNT', 'state'));
}
22. Write a code snippet to print the incident numbers where the caller’s manager field is empty.
JavaScript
var myObj = new GlideRecord('incident');
myObj.addEncodedQuery('caller_id.managerISEMPTY');
myObj.query();
gs.print(myObj.getRowCount());
while (myObj.next()) {
gs.print(myObj.number);
}
23. How do you create a dynamic field on the incident form that changes based on the value of another field?
You can use UI Policies and Client Scripts to create dynamic fields. For example, to change the priority field based on the impact and urgency fields:
JavaScript
function onChange(control, oldValue, newValue, isLoading) {
if (isLoading || newValue == '') {
return;
}
var impact = g_form.getValue('impact');
var urgency = g_form.getValue('urgency');
if (impact == '1' && urgency == '1') {
g_form.setValue('priority', '1');
} else if (impact == '2' && urgency == '2') {
g_form.setValue('priority', '2');
} else {
g_form.setValue('priority', '3');
}
}
24. How can you implement a dependent choice list in the incident form?
Use Dictionary Overrides and Reference Qualifiers. For example, to make the subcategory field dependent on the category field:
JavaScript
function onChange(control, oldValue, newValue, isLoading) {
if (isLoading || newValue == '') {
return;
}
g_form.setDependentField('subcategory', 'category', newValue);
}
25. How do you create a custom UI action to resolve an incident and set the resolution notes?
Navigate to System Definition > UI Actions, create a new UI action, and use the following script:
JavaScript
var gr = new GlideRecord('incident');
gr.get(current.sys_id);
gr.state = 'Resolved';
gr.close_notes = 'Issue resolved by support team';
gr.update();
26. Write a script to find and close all incidents that are in the ‘Resolved’ state for more than 7 days.
JavaScript
var gr = new GlideRecord('incident');
gr.addEncodedQuery('state=6^resolved_atRELATIVELE@dayofweek@ago@7');
gr.query();
while (gr.next()) {
gr.state = 'Closed';
gr.update();
}
27. How do you create a scheduled job to run a script every day at midnight to check for overdue incidents?
Navigate to System Definition > Scheduled Jobs, create a new scheduled job, and use the following script:
JavaScript
var gr = new GlideRecord('incident');
gr.addEncodedQuery('due_date<javascript:gs.nowNoTZ()^state!=Closed');
gr.query();
while (gr.next()) {
gs.eventQueue('incident.overdue', gr, gr.number, gs.getUserID());
}
28. Write a script to send an email notification to the assigned user when the priority of an incident is changed.
JavaScript
var gr = new GlideRecord('incident');
gr.addEncodedQuery('priorityCHANGES');
gr.query();
while (gr.next()) {
gs.eventQueue('incident.priority_change', gr, gr.assigned_to.email, gr.priority);
}
29. How do you create a business rule to prevent incidents from being deleted if they are in the ‘Resolved’ or ‘Closed’ state?
Navigate to System Definition > Business Rules, create a new business rule, and use the following script:
JavaScript
if (current.state == 'Resolved' || current.state == 'Closed') {
gs.addErrorMessage('Cannot delete resolved or closed incidents');
current.setAbortAction(true);
}
30. 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');
}
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