Certainly!
Here are 30 real-time scenario interview
questions along with sample answers and scripts for
ServiceNow:
1. Incident Management:
Question: How would you automate the creation of
incidents in ServiceNow?
Answer: We can automate the creation of incidents in
ServiceNow by configuring event rules and workflows.
Here's a sample script that creates an incident when a
specific event occurs:
```javascript
// Sample script to create an incident from an event
(function() {
var event = current; // Assuming the event data is available
in the 'current' object
var incident = new GlideRecord('incident');
incident.initialize();
// Set incident field values based on the event data
incident.short_description = 'Event: ' + event.name;
incident.description = 'Event details: ' + event.details;
incident.category = 'Hardware'; // Set the appropriate
category
incident.subcategory = 'Network'; // Set the appropriate
subcategory
incident.impact = 2; // Set the appropriate impact level
incident.urgency = 2; // Set the appropriate urgency level
incident.insert();
})();
```
2. Service Catalog:
Question: How would you create a new service catalog item
in ServiceNow?
Answer: We can create a new service catalog item in
ServiceNow by defining the item details, variables, and
workflows. Here's a sample script that creates a new service
catalog item:
```javascript
// Sample script to create a new service catalog item
(function() {
var catalogItem = new GlideRecord('sc_cat_item');
catalogItem.initialize();
// Set catalog item field values
catalogItem.name = 'New Item';
catalogItem.short_description = 'Description of the new
item';
catalogItem.category = 'Hardware'; // Set the appropriate
category
catalogItem.price = 100.00; // Set the appropriate price
catalogItem.insert();
})();
```
3. Change Management:
Question: How would you automate the approval process
for change requests in ServiceNow?
Answer: We can automate the approval process for change
requests in ServiceNow by configuring approval rules and
workflows. Here's a sample script that automatically
approves change requests:
```javascript
// Sample script to automatically approve change requests
(function() {
var changeRequest = current; // Assuming the change
request data is available in the 'current' object
if (changeRequest.state == 1) { // Check if the change
request is in the 'Requested' state
changeRequest.approval = 'approved';
changeRequest.update();
gs.addInfoMessage('Change request ' +
changeRequest.number + ' has been automatically
approved.');
}
})();
```
4. Configuration Management Database (CMDB):
Question: How would you create a new CI (Configuration
Item) in the CMDB in ServiceNow?
Answer: We can create a new CI in the CMDB in ServiceNow
by defining the CI details and relationships. Here's a sample
script that creates a new CI:
```javascript
// Sample script to create a new CI in the CMDB
(function() {
var ci = new GlideRecord('cmdb_ci');
ci.initialize();
// Set CI field values
ci.name = 'New CI';
ci.description = 'Description of the new CI';
ci.ci_class = 'Hardware'; // Set the appropriate CI class
ci.insert();
})();
```
5. Knowledge Management:
Question: How would you automate the publishing of
knowledge articles in ServiceNow?
Answer: We can automate the publishing of knowledge
articles in ServiceNow by configuring approval rules and
workflows. Here's a sample script that automatically
publishes knowledge articles:
```javascript
// Sample script to automatically publish knowledge articles
(function() {
var knowledgeArticle = current
; // Assuming the knowledge article data is available in the
'current' object
if (knowledgeArticle.state == 1) { // Check if the knowledge
article is in the 'Draft' state
knowledgeArticle.state = 2; // Set the state to 'Published'
knowledgeArticle.update();
gs.addInfoMessage('Knowledge article ' +
knowledgeArticle.number + ' has been automatically
published.');
}
})();
```
6. Service Level Management:
Question: How would you automate the calculation of SLA
targets in ServiceNow?
Answer: We can automate the calculation of SLA targets in
ServiceNow by configuring SLA definitions and schedules.
Here's a sample script that calculates the SLA target based
on the priority:
```javascript
// Sample script to calculate the SLA target based on priority
(function() {
var sla = new GlideRecord('contract_sla');
sla.initialize();
// Set SLA field values
sla.name = 'New SLA';
sla.description = 'Description of the new SLA';
sla.priority = '1'; // Set the appropriate priority
// Calculate the SLA target based on the priority
if (sla.priority == '1') {
sla.resolution_time = '4 hours';
} else if (sla.priority == '2') {
sla.resolution_time = '8 hours';
} else {
sla.resolution_time = '24 hours';
}
sla.insert();
})();
```
7. Problem Management:
Question: How would you automate the closure of problem
records in ServiceNow?
Answer: We can automate the closure of problem records in
ServiceNow by configuring problem closure rules and
workflows. Here's a sample script that automatically closes
problem records:
```javascript
// Sample script to automatically close problem records
(function() {
var problem = current; // Assuming the problem record
data is available in the 'current' object
if (problem.state == 2) { // Check if the problem record is in
the 'Resolved' state
problem.state = 6; // Set the state to 'Closed'
problem.update();
gs.addInfoMessage('Problem record ' + problem.number +
' has been automatically closed.');
}
})();
```
8. Asset Management:
Question: How would you automate the retirement of
assets in ServiceNow?
Answer: We can automate the retirement of assets in
ServiceNow by configuring asset retirement rules and
workflows. Here's a sample script that automatically retires
assets:
```javascript
// Sample script to automatically retire assets
(function() {
var asset = current; // Assuming the asset data is available
in the 'current' object
asset.install_status = 7; // Set the install status to 'Retired'
asset.update();
gs.addInfoMessage('Asset ' + asset.name + ' has been
automatically retired.');
})();
```
9. Service Portal:
Question: How would you customize the Service Portal
using widgets in ServiceNow?
Answer: We can customize the Service Portal in ServiceNow
by configuring and creating custom widgets. Here's a sample
script that creates a custom widget:
```javascript
// Sample script to create a custom widget for the Service
Portal
(function() {
angular.module('widget.module',
[]).directive('customWidget', function() {
return {
template: '<div>This is a custom widget.</div>',
restrict: 'E'
};
});
})();
```
10. Service Mapping:
Question: How would you automate the discovery of
services in ServiceNow using Service Mapping?
Answer: We can automate the discovery of services in
ServiceNow using Service Mapping by configuring discovery
probes and patterns. Here's a sample script that triggers the
service mapping process:
```javascript
// Sample script to trigger service mapping discovery
(function()
{
var discovery = new GlideDiscovery();
// Set the appropriate discovery options
var options = {
ip_range: '192.168.0.0/24',
credentials: 'admin:password'
};
// Start the service mapping discovery
discovery.triggerProbe(options);
})();
```
11. HR Service Delivery:
Question: How would you automate the onboarding process
for new employees in ServiceNow?
Answer: We can automate the onboarding process for new
employees in ServiceNow by configuring HR workflows and
tasks. Here's a sample script that triggers the onboarding
process:
```javascript
// Sample script to trigger the onboarding process for a new
employee
(function() {
var employee = new GlideRecord('hr_employee');
employee.initialize();
// Set employee field values
employee.name = 'John Doe';
employee.department = 'IT'; // Set the appropriate
department
employee.insert();
gs.addInfoMessage('Onboarding process triggered for
employee: ' + employee.name);
})();
```
12. Software Asset Management:
Question: How would you automate the software license
compliance checks in ServiceNow?
Answer: We can automate the software license compliance
checks in ServiceNow by configuring software asset
management rules and workflows. Here's a sample script
that checks license compliance:
```javascript
// Sample script to check software license compliance
(function() {
var softwareAsset = current; // Assuming the software
asset data is available in the 'current' object
if (softwareAsset.installed > softwareAsset.licensed) {
gs.addErrorMessage('Software asset ' +
softwareAsset.name + ' is not compliant. Licenses
exceeded.');
} else {
gs.addInfoMessage('Software asset ' +
softwareAsset.name + ' is compliant.');
}
})();
```
13. Project Management:
Question: How would you automate the creation of project
tasks in ServiceNow?
Answer: We can automate the creation of project tasks in
ServiceNow by configuring project templates and
workflows. Here's a sample script that creates project tasks:
```javascript
// Sample script to create project tasks
(function() {
var project = new GlideRecord('pm_project');
project.initialize();
// Set project field values
project.name = 'New Project';
project.description = 'Description of the new project';
project.insert();
// Create project tasks
var task1 = new GlideRecord('pm_project_task');
task1.initialize();
task1.project = project.sys_id;
task1.name = 'Task 1';
task1.insert();
var task2 = new GlideRecord('pm_project_task');
task2.initialize();
task2.project = project.sys_id;
task2.name = 'Task 2';
task2.insert();
})();
```
14. Vendor Management:
Question: How would you automate the vendor evaluation
process in ServiceNow?
Answer: We can automate the vendor evaluation process in
ServiceNow by configuring vendor evaluation forms and
workflows. Here's a sample script that triggers the vendor
evaluation:
```javascript
// Sample script to trigger vendor evaluation
(function() {
var vendor = new GlideRecord('vendor');
vendor.initialize();
// Set vendor field values
vendor.name = 'ACME Corp';
vendor.contact = 'John Smith'; // Set the appropriate
contact
vendor.insert();
gs.addInfoMessage('Vendor evaluation triggered for
vendor: ' + vendor.name);
})();
```
15. Financial Management:
Question: How would you automate the calculation of
financial metrics in ServiceNow?
Answer: We can automate the calculation of financial
metrics in ServiceNow by configuring financial management
formulas and schedules. Here's a sample script that
calculates the total cost:
```javascript
// Sample script to calculate total cost
(function() {
var costItem = new GlideRecord('fm_cost_item');
costItem.initialize();
// Set cost item field values
costItem.name = 'New Cost Item';
costItem.amount = 100.00; // Set the appropriate amount
costItem.insert();
gs.addInfoMessage('Total cost: ' + costItem.amount);
})();
```
16. Event Management:
Question: How would you automate the correlation of
events in ServiceNow?
Answer: We can automate the correlation of events in
ServiceNow by configuring event correlation rules and
workflows. Here's a sample script that correlates events:
```javascript
// Sample script to correlate events
(function() {
var event1 = new GlideRecord('em_event');
event1.initialize();
// Set event field values
event1.name = 'Event 1';
event1.insert();
var event2 = new GlideRecord('em_event');
event2.initialize();
// Set event field values
event2.name = 'Event 2';
event2.insert();
// Correlate events
if (event1.name == event2.name) {
gs.addInfoMessage('Events correlated: ' + event1.name + '
and ' + event2.name);
} else {
gs.addErrorMessage('Events not correlated.');
}
})();
```
17. Reporting and Analytics:
Question: How would you automate the generation of
reports in ServiceNow?
Answer: We can automate the generation of reports in
ServiceNow by configuring scheduled report jobs. Here's a
sample script that schedules a report job:
```javascript
// Sample script to schedule a report job
(function() {
var report = new GlideRecord('sys_report');
if (report.get('name', 'My Report')) {
var reportJob = new GlideRecord('sysauto_report');
reportJob.initialize();
// Set report job field values
reportJob.report = report.sys_id;
reportJob.name = 'Scheduled Report Job';
reportJob.run_time = gs.nowDateTime();
reportJob.insert();
gs.addInfoMessage('Report job scheduled: ' +
reportJob.name);
}
})();
```
18. IT Operations Management:
Question: How would you automate the monitoring of
infrastructure resources in ServiceNow?
Answer: We can automate the monitoring of infrastructure
resources in ServiceNow by configuring monitoring probes
and alerts. Here's a sample script that triggers a monitoring
probe:
```javascript
// Sample script to trigger a monitoring probe
(function() {
var probe = new GlideRecord('cmdb_probe');
probe.initialize();
// Set probe field values
probe.name = 'Monitoring Probe';
probe.target = 'localhost'; // Set the appropriate target
probe.insert();
gs.addInfoMessage('Monitoring probe triggered: ' +
probe.name);
})();
```
19. IT Service Management:
Question: How would you automate the fulfillment process
for service requests in ServiceNow?
Answer: We can automate the fulfillment process for service
requests in ServiceNow by configuring request fulfillment
workflows and tasks. Here's a sample script that triggers the
fulfillment process:
```javascript
// Sample script to trigger the fulfillment process for a
service request
(function() {
var request = new GlideRecord('sc_request');
request.initialize();
// Set request field values
request.requested_for = gs.getUserID(); // Set the
appropriate requested_for user
request.requested_item =
'1234567890abcdef1234567890abcd'; // Set the appropriate
requested_item
request.insert();
gs.addInfoMessage('Fulfillment process triggered for
request: ' + request.number);
})();
```
20. Cloud Management:
Question: How would you
automate the provisioning of cloud resources in
ServiceNow?
Answer: We can automate the provisioning of cloud
resources in ServiceNow by configuring cloud provisioning
workflows and templates. Here's a sample script that
triggers the provisioning process:
```javascript
// Sample script to trigger the provisioning of cloud
resources
(function() {
var provision = new
GlideRecord('cmdb_ci_cloud_provision');
provision.initialize();
// Set provision field values
provision.name = 'Cloud Provision';
provision.template = 'AWS'; // Set the appropriate cloud
template
provision.insert();
gs.addInfoMessage('Cloud provisioning triggered: ' +
provision.name);
})();
```
21. Incident Problem Integration:
Question: How would you automate the creation of
problem records from incidents in ServiceNow?
Answer: We can automate the creation of problem records
from incidents in ServiceNow by configuring incident
problem integration rules. Here's a sample script that
creates a problem record from an incident:
```javascript
// Sample script to create a problem record from an incident
(function() {
var incident = current; // Assuming the incident data is
available in the 'current' object
var problem = new GlideRecord('problem');
problem.initialize();
// Set problem field values based on the incident
problem.short_description = 'Problem from Incident: ' +
incident.number;
problem.description = 'Incident details: ' +
incident.description;
problem.category = incident.category;
problem.subcategory = incident.subcategory;
problem.impact = incident.impact;
problem.urgency = incident.urgency;
problem.insert();
gs.addInfoMessage('Problem record ' + problem.number + '
created from incident ' + incident.number);
})();
```
22. Change Incident Integration:
Question: How would you automate the creation of
incidents from changes in ServiceNow?
Answer: We can automate the creation of incidents from
changes in ServiceNow by configuring change incident
integration rules. Here's a sample script that creates an
incident from a change:
```javascript
// Sample script to create an incident from a change
(function() {
var change = current; // Assuming the change data is
available in the 'current' object
var incident = new GlideRecord('incident');
incident.initialize();
// Set incident field values based on the change
incident.short_description = 'Incident from Change: ' +
change.number;
incident.description = 'Change details: ' +
change.description;
incident.category = 'Hardware'; // Set the appropriate
category
incident.subcategory = 'Network'; // Set the appropriate
subcategory
incident.impact = 2; // Set the appropriate impact level
incident.urgency = 2; // Set the appropriate urgency level
incident.insert();
gs.addInfoMessage('Incident ' + incident.number + '
created from change ' + change.number);
})();
```
23. Incident Knowledge Integration:
Question: How would you automate the linking of
knowledge articles to incidents in ServiceNow?
Answer: We can automate the linking of knowledge articles
to incidents in ServiceNow by configuring incident
knowledge integration rules. Here's a sample script that
links a knowledge article to an incident:
```javascript
// Sample script to link a knowledge article to an incident
(function() {
var incident = current; // Assuming the incident data is
available in the 'current' object
var knowledgeArticle = new GlideRecord('kb_knowledge');
knowledgeArticle.get('number', 'KB0012345'); // Set the
appropriate knowledge article number
var knowledgeLink = new
GlideRecord('kb_knowledge_task');
knowledgeLink.initialize();
// Set knowledge link field values
knowledgeLink.kb_knowledge = knowledgeArticle.sys_id;
knowledgeLink.task = incident.sys_id;
knowledgeLink.link_type = 'Task';
knowledgeLink.insert();
gs.addInfoMessage('Knowledge article ' +
knowledgeArticle.number + ' linked to incident ' +
incident.number);
})();
```
24. Event Incident Integration:
Question: How would you automate the creation of
incidents from events in ServiceNow?
Answer: We can automate the creation of incidents from
events in ServiceNow by configuring event incident
integration rules. Here's a sample script that creates an
incident from an event:
```javascript
// Sample script to create an incident from an event
(function() {
var event = current; // Assuming the event data is available
in the 'current' object
var incident = new GlideRecord('incident');
incident.initialize();
// Set incident field values based on the event
incident.short_description = 'Incident from Event: ' +
event.name;
incident.description = 'Event details: ' + event.description;
incident.category = 'Hardware'; // Set the appropriate
category
incident.subcategory = 'Network'; // Set the appropriate
subcategory
incident.impact = 2; // Set the appropriate impact level
incident.urgency = 2; // Set the appropriate urgency level
incident.insert();
gs.addInfoMessage('Incident ' + incident.number + '
created from event ' + event.name);
})();
```
25. Problem Knowledge Integration:
Question: How would you automate the linking of
knowledge articles to problems in ServiceNow?
Answer: We can automate the linking of knowledge articles
to problems in ServiceNow by configuring problem
knowledge integration rules. Here's a sample script that
links a knowledge article to a problem:
```javascript
// Sample script to link a knowledge article to a problem
(function() {
var problem = current; // Assuming the problem data is
available in the 'current' object
var knowledgeArticle = new GlideRecord('kb_knowledge');
knowledgeArticle.get('number', 'KB0012345'); // Set the
appropriate knowledge article number
var knowledgeLink = new
GlideRecord('kb_knowledge_task');
knowledgeLink.initialize();
// Set knowledge link field values
knowledgeLink.kb_knowledge = knowledgeArticle.sys_id;
knowledgeLink.task = problem.sys_id;
knowledgeLink.link_type = 'Task';
knowledgeLink.insert();
gs.addInfoMessage('Knowledge article ' +
knowledgeArticle.number + ' linked to problem ' +
problem.number);
})();
```
These are just examples of how you can automate various
scenarios in ServiceNow using scripting. The actual
implementation may vary depending on your specific
requirements and configurations.
