BT Group Incident Manager Interview Questions and Answers

Some tools I have hands-on experience with include ServiceNow, JIRA, and Remedy.

• ServiceNow

• JIRA

• Remedy

Answers to questions related to Incident Management

• Emergency Change and Urgent Change are types of changes that are implemented quickly to resolve an incident or prevent an incident from occurring

• Known Error is a problem that has been identified and has a documented root cause and a workaround

• Incident Management lifecycle consists of identification, logging, categorization, prioritization, diagnosis, escalation, resolu...read more

ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management, consisting of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

• Service Strategy involves understanding the needs of the business and creating a strategy to meet those needs.

• Service Design focuses on designing new or changed services for introdu...read more

ITIL stands for Information Technology Infrastructure Library. It is a set of best practices for IT service management.

• ITIL is a framework that provides guidelines for IT service management

• It consists of five core publications covering various IT processes such as incident management, problem management, change management, etc.

• ITIL processes are designed to help organizations deliver high-quality IT services to their c...read more

Incident and change management are processes used in IT to handle unexpected events and implement modifications to systems.

• Incident management involves responding to and resolving unplanned disruptions to IT services.

• Change management focuses on controlling the lifecycle of all changes to IT infrastructure.

• Both processes aim to minimize the impact of incidents and changes on the organization's operations.

• Examples of in...read more

An incident becomes a problem when it is not resolved in a timely manner or when it recurs frequently.

• Lack of proper root cause analysis can lead to incidents turning into problems.

• Inadequate resources or expertise to address the incident can escalate it into a problem.

• Failure to implement preventive measures after an incident can result in it becoming a recurring problem.

MIR stands for Major Incident Review. It is created after a major incident to analyze the root cause and prevent future occurrences.

• MIR is created after a major incident to review what happened and why.

• It helps in identifying the root cause of the incident.

• MIR includes recommendations for preventing similar incidents in the future.

• It involves a detailed analysis of the incident timeline, actions taken, and outcomes.

• MIR...read more

Incident/SLA/OLA/KPI/CSF are key performance indicators used to measure and manage the performance of incident management processes.

• Incidents are unplanned interruptions or reductions in quality of IT services.

• SLAs (Service Level Agreements) define the level of service expected by the customer.

• OLAs (Operational Level Agreements) define the responsibilities of internal support teams.

• KPIs (Key Performance Indicators) mea...read more

Some tools I have hands-on experience with include ServiceNow, JIRA, and Remedy.

• ServiceNow

• JIRA

• Remedy