Capgemini Problem Manager Interview Questions, Process, and Tips

SLA is Service Level Agreement, KPI is Key Performance Indicator, CI is Configuration Item.

• SLA is a contract between service provider and customer defining the level of service expected.

• KPI is a measurable value that indicates how well an organization is achieving its objectives.

• CI is a component of an IT infrastructure that is managed to ensure its availability and performance.

• Examples of SLA include response time, up...read more

Root Cause Analysis (RCA) techniques are used to identify the underlying cause of a problem or incident.

• Fishbone diagram

• 5 Whys

• Pareto chart

• Fault tree analysis

• Failure mode and effects analysis (FMEA)

Problem Life Cycle is a process that describes the stages of a problem from identification to resolution.

• The cycle includes problem identification, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure.

• It is important to track the progress of the problem through each stage and ensure that it is being addressed in a timely manner.

• Effective problem management can help to prevent futur...read more

Known Error is a problem that has a documented root cause and a workaround.

• Known Error is a problem that has been identified and documented in the Known Error Database (KEDB).

• It has a documented root cause and a workaround or a permanent solution.

• Known Error is used to speed up the resolution process of incidents and problems.

• Examples of Known Errors are software bugs, hardware failures, and network issues.

Known Errors can be categorized into 3 types: Known Error Record, Proactive Known Error, and Reactive Known Error.

• Known Error Record: A documented error with a workaround or resolution

• Proactive Known Error: An error that has not yet impacted the service but has the potential to do so

• Reactive Known Error: An error that has already impacted the service and has been resolved

• Examples: software bugs, hardware failures, netw

Corrective and preventive actions are measures taken to address and prevent problems and their recurrence.

• Corrective actions are taken to address a problem that has already occurred.

• Preventive actions are taken to prevent a problem from occurring in the future.

• Corrective actions focus on fixing the root cause of the problem.

• Preventive actions focus on identifying and eliminating potential causes of problems.

• Examples of...read more