TCS Business Analyst Interview Questions, Process, and Tips

To drive the incident call, I would follow a structured approach and prioritize based on severity.

• Gather all necessary information about the incident from the caller

• Assess the severity of the incident and prioritize accordingly

• Follow a structured approach to troubleshoot and resolve the issue

• Communicate updates and progress to the caller regularly

• Ensure proper documentation of the incident for future reference

There are three types of incidents - High, Medium, and Low. Priority is assigned based on the impact and urgency of the incident.

• High priority incidents are critical and require immediate attention, such as system downtime or security breaches.

• Medium priority incidents are important but not critical, such as performance issues or minor bugs.

• Low priority incidents are minor issues that can be addressed later, such as co...read more

KPIs of service management include customer satisfaction, response time, resolution time, and incident volume.

• Customer satisfaction: measured through surveys and feedback

• Response time: time taken to acknowledge a service request

• Resolution time: time taken to resolve a service request

• Incident volume: number of service requests received

• Other KPIs may include first call resolution rate, service level agreement compliance,...read more

SLA stands for Service Level Agreement and SLO stands for Service Level Objective.

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

• SLO is a target that the service provider sets for itself to meet the SLA.

• SLA and SLO are used to measure the performance of a service.

• SLA and SLO can include metrics such as uptime, response time, and resolution time.

• For example, an SLA...read more