Technical practice
How would you decide whether Generative AI or Agentic AI fits an enterprise workflow?
What to coverSuggested preparation: Compare the business objective, degree of autonomy needed, and how the solution would fit into an existing workflow. Explain how you would judge whether the added complexity produces measurable value.
How would you design an AI-driven solution to automate a business process?
What to coverSuggested preparation: Walk through requirements, solution design, development, deployment, and integration of insights into the workflow. Address the trade-off between automation and maintaining quality and responsible use.
How would you develop and test prompts for an enterprise use case?
What to coverSuggested preparation: Explain how you would define the task, make prompts consistent, and test them against representative cases. Discuss how you would revise a prompt when its outputs are unreliable or fail to meet the business need.
How would you evaluate whether an AI solution is ready for production?
What to coverSuggested preparation: Describe evaluation criteria tied to the business objective, along with checks for quality and responsible use. Explain how you would interpret failures and decide whether to revise, limit, or withhold the solution.
How would you account for scalability and compliance in an AI solution?
What to coverSuggested preparation: Discuss how expected use, operational performance, and compliance needs would influence design and validation. Explain the trade-offs you would raise before deploying an enterprise-grade solution.
How would you use AI throughout the software engineering lifecycle without weakening quality?
What to coverSuggested preparation: Identify where AI could assist development and validation, and where checks remain necessary before shipping. Explain how you would use feedback from operation to improve the software and the engineering approach.
How would you investigate an incident affecting multiple components of a business application?
What to coverSuggested preparation: Outline how you would assess impact, narrow down the cause, coordinate troubleshooting, and confirm resolution. Relate the investigation to incident management and the need to keep business operations running.
How would you apply ServiceNow ITSM and ITIL principles to incident management?
What to coverSuggested preparation: Explain how you would record, track, communicate, and document an incident through resolution. Distinguish restoring service from identifying improvements that could reduce recurrence.
How would you handle a service request differently from an incident?
What to coverSuggested preparation: Contrast request fulfillment with responding to an unplanned service disruption. Explain how you would keep each case traceable and provide stakeholders with appropriate updates.
How would you use monitoring and maintenance to improve application reliability?
What to coverSuggested preparation: Describe how you would use signs of degraded performance to prioritize investigation and preventive maintenance. Explain how documenting resolutions and sharing findings could improve future support.
Behavioural practice
Tell me about a time you independently resolved a difficult application-support issue.
What to coverSuggested preparation: Use a real situation, the actions you took to diagnose and resolve it, and the result for the affected service. Clarify what you handled independently and when you involved others.
Describe a time you worked with other teams to resolve an incident.
What to coverSuggested preparation: Give the situation, how you coordinated investigation and decisions, and the outcome. Focus on your contribution and how the collaboration helped restore service.
Tell me about a time you communicated an issue and its resolution to stakeholders with different needs.
What to coverSuggested preparation: Explain the situation, how you learned what stakeholders needed and tailored your updates, and the result. Include how you handled uncertainty or changing information.
Describe a time you improved an application-support practice or shared knowledge after resolving a problem.
What to coverSuggested preparation: State the recurring issue or gap, the documentation or practice you contributed, and its observed result. Distinguish your own actions from the team's work.
Tell me about a time you aligned a technical solution with a business objective.
What to coverSuggested preparation: Use a real situation to explain the objective, the options you considered, your actions, and the outcome. If your example involved AI, discuss how you weighed quality and responsible use against expected value.