Scenario based and Theoretical interview questions for the ITSM Developer role - 3 year experience

[DipaliK85686906]

Hi Team,

I am preparing for the interview for the ITSM developer role. I have 3 year of experience & CSA certified.

I need technical scenario-based and theoretical questions for admin & ITSM activities that could be asked.

Thank You.

[Abbas_5 · Accepted solution]

Hello @DipaliK85686906,

Please refer to the link below:
https://www.servicenow.com/community/incident-management-forum/interview-questions/m-p/2866268

 OR 
https://www.servicenow.com/community/virtual-agent-forum/interview-questions-and-answer-on-itsm-real...

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[DipaliK85686906]

Thank you for help!

[sumityadav8]

Hii @DipaliK85686906 

Crucial Technical scenarios in ITSM

Incident Management
- Scenario: Describe a situation where a critical incident has been escalated multiple times without resolution.
- Resolution Approach: What steps would you take to bring the incident to closure and ensure similar issues are prevented in the future?
- Knowledge Base: How would you design and implement a knowledge base to accelerate incident resolution and minimize repetitive incidents?

Change Management
- Implementation Process: Explain the structured process for introducing a new software application into the environment.
- Risk & Approval: What key factors should be considered during risk assessment and approval of the change?
- Emergency Change: How would you manage a scenario where an emergency change must be deployed immediately?

Problem Management
- Scenario: Describe a case where multiple incidents stem from a single underlying cause.
- Root Cause Analysis: How would you identify the root cause and implement a permanent fix?
- Metrics: What performance indicators would you track to measure the effectiveness of your problem management process?

Service Level Management
- SLA Creation: How would you define and manage SLAs for different categories of service
- Service Quality: What actions would you take to improve service delivery and consistently meet or exceed SLA commitments?

For Theoretical question, you can follow any Interview Q&A PDFs,that would be enough

All the best for your Interviews!!

If my response helped kindly mark helpful & accept as solution🙂

Warm Regards,

Sumit Yadav

Technical Consultant