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AQL Technologies Interview Questions and Answers

Updated 5 Feb 2024
Popular Designations

Q1. What is SLA , KPI, CI etc

Ans.

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, uptime, and resolution time.

  • Examples of KPI include customer...read more

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Q2. ITIL process on problem management and reactive proactive problem management.

Ans.

Problem management is an ITIL process that involves reactive and proactive approaches to identify and resolve issues.

  • Reactive problem management focuses on resolving incidents and identifying the root cause to prevent future occurrences.

  • Proactive problem management involves analyzing data to identify potential issues and implementing preventive measures.

  • Problem management aims to minimize the impact of incidents on business operations and improve service quality.

  • Examples of p...read more

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Q3. What are types of Known Error

Ans.

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, network outages

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Q4. Root cause methodologies used and RCA methodologies in ITIL.

Ans.

Root cause methodologies used in ITIL include Fishbone diagram, 5 Whys, and Pareto analysis.

  • Fishbone diagram is a visual tool that helps identify possible causes of a problem.

  • 5 Whys is a technique that involves asking 'why' five times to get to the root cause of a problem.

  • Pareto analysis is a statistical technique that identifies the most significant causes of a problem.

  • ITIL's RCA methodology involves identifying the problem, analyzing data, identifying possible causes, and i...read more

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Q5. What is Corrective & Preventive

Ans.

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 corrective actions include repairing a broken system, ret...read more

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Q6. What is Problem Life Cycle

Ans.

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 future incidents and improve overall service quality.

  • Example: A...read more

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Q7. What is the Known Error

Ans.

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.

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Q8. Techniques used in RCA

Ans.

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)

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