CMS IT Services Incident Management Analyst Interview Questions and Answers

ITIL stands for Information Technology Infrastructure Library. It is a set of best practices for IT service management. Incident lifecycle refers to the stages an incident goes through from detection to resolution.

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

• It helps organizations align their IT services with business needs

• The incident lifecycle includes stages like detection, logging, categori...read more

SLA stands for Service Level Agreement, a contract between a service provider and a customer outlining the level of service expected.

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

• There are different types of SLAs such as Customer-based SLA, Service-based SLA, and Multi-level SLA.

• Customer-based SLA is tailored to the needs of a specific customer or group of customers...read more