Assessment areas
| Area | What to demonstrate | Weight |
|---|---|---|
| Platform/ITSM | Records, roles, ACLs, flows and incident/request processes | 25% |
| Agent design | Instructions, tools, orchestration and handoffs | 25% |
| Testing | Representative cases, playground use and trace diagnosis | 20% |
| Governance | Least privilege, approval, audit and safe failure | 20% |
| Communication | Process mapping, assumptions and stakeholder decisions | 10% |
Representative questions
How would you choose a first AI agent use case in ITSM?
Discuss volume, repeatability, data quality, measurable value, exception rate, action risk and a bounded pilot.
How do ACLs affect an agent workflow?
Explain runtime identity, record/field access, tool execution and the need to test the user's effective permissions.
When should an agent recommend versus execute?
Use consequence, reversibility, confidence, policy and audit requirements to place the human checkpoint.
What would you test before incident triage goes live?
Normal categories, ambiguity, high-impact incidents, permission boundaries, missing knowledge, tool failure and duplicate execution.
Scenario
An incident-triage agent repeatedly assigns a particular service to the wrong group after a knowledge update. Diagnose and contain the problem.
A strong response pauses or limits the affected path, inspects traces and source changes, reproduces the failure, checks retrieval and instructions, adds the case to regression, validates access and routing, then uses change control for release.
Practical assignment
Submit a design for an agent that recommends incident category and assignment. Include a process map, tool list, access matrix, ten-case test set, expected traces, human handoff and monitoring plan.
Fourteen-day plan
- Days 1–3: platform data model, users, roles and ACLs.
- Days 4–5: incident/request processes and Flow Designer.
- Days 6–8: AI Agent Studio concepts, tools and orchestration.
- Days 9–10: test playground, cases and trace review.
- Days 11–12: permissions, approvals and operational controls.
- Days 13–14: scenario practice and project defense.
Questions are representative and are not attributed to a specific employer. Verify platform behavior against the target ServiceNow release.