Accenture IT Service Manager Interview Questions and Answers

C++ is a high-level programming language used for developing system software, application software, device drivers, and video games.

• C++ was developed by Bjarne Stroustrup in 1983.

• It is an extension of the C programming language.

• C++ supports object-oriented programming, generic programming, and procedural programming.

• It is used for developing operating systems, browsers, databases, and more.

• Some popular applications dev...read more

As an IPC manager, I oversee incident management, ensure service quality, and facilitate communication between teams.

• Monitor and manage incident tickets to ensure timely resolution, e.g., tracking high-priority incidents.

• Coordinate with cross-functional teams to address service disruptions, e.g., working with network teams during outages.

• Analyze incident trends to identify areas for improvement, e.g., implementing chan...read more

Techniques used to find Root Cause in IT service management

• Fishbone diagram

• 5 Whys

• Pareto chart

• Fault tree analysis

• Change management

• Incident management

• Problem management

A known error is a problem that has been identified and has a documented solution or workaround.

• Known errors are typically documented in a Known Error Database (KEDB).

• They are often discovered during the incident management process.

• Examples of known errors include software bugs, hardware failures, and configuration issues.

• Having a KEDB can help reduce the time to resolve incidents and improve overall service quality.

Types of changes in IT service management

• Standard changes - pre-authorized changes that follow a well-established process

• Normal changes - require a formal approval process and may impact multiple areas of the organization

• Emergency changes - require immediate action to restore service

• Major changes - significant changes that require a high level of planning and coordination

• Minor changes - low-risk changes that can be imp...read more

A temporary solution or a quick fix to a problem or issue.

• Workaround is a temporary solution to a problem or issue.

• It is used when the permanent solution is not available or not feasible.

• Workarounds are often used in IT service management to minimize the impact of incidents or problems.

• For example, restarting a computer to fix a software issue is a common workaround.

• Workarounds should be documented and communicated to ...read more

Proactive problems can be found through data analysis, monitoring, and trend identification.

• Regularly monitor system logs and performance metrics

• Analyze data to identify trends and potential issues

• Conduct regular risk assessments to identify potential problems

• Implement proactive measures such as system updates and patches

• Engage with end-users to identify potential issues before they become problems

To reduce the inflow of High priority incidents, implement proactive measures and improve incident management processes.

• Implement proactive monitoring and alerting systems to identify potential issues before they become high priority incidents.

• Enhance incident categorization and prioritization criteria to accurately identify high priority incidents.

• Improve incident management processes by implementing a robust incident...read more

I recently led a Service Improvement Plan (SIP) to enhance incident response times and customer satisfaction in our IT service management.

• Conducted a thorough analysis of current incident response metrics.

• Identified bottlenecks in the ticket resolution process, such as delays in escalation.

• Implemented a new ticketing system that automates prioritization based on urgency.

• Trained the support team on best practices for fa...read more