TCS Incident Manager Interview Questions, Process, and Tips

Urgency is the speed at which a task needs to be completed, while priority is the importance of the task relative to others.

• Urgency refers to how quickly a task needs to be addressed to prevent negative consequences.

• Priority determines the order in which tasks should be tackled based on their importance.

• For example, a critical system outage would have high urgency and priority, while a minor bug may have low urgency bu...read more

The ITIL life cycle refers to the five stages of the ITIL framework for managing IT services.

• The ITIL life cycle consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

• Each stage focuses on different aspects of the service management process, from planning and design to implementation and improvement.

• For example, in the Service Strategy stage,...read more

Incident lifecycle refers to the stages an incident goes through from detection to resolution.

• Detection: Incident is identified or reported.

• Logging: Incident details are recorded in a ticketing system.

• Investigation: Root cause analysis is conducted to determine the reason for the incident.

• Resolution: Incident is resolved and services are restored.

• Closure: Incident is closed in the ticketing system after verification.

• Po...read more

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

• ITIL consists of five core publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

• It focuses on aligning IT services with the needs of the business and improving overall service quality.

• ITIL processes include Incident Management, Problem Management, ...read more

Problems should be raised when they impact service availability or performance.

• Raise a problem when there is a significant incident affecting service availability or performance

• Raise a problem when recurring incidents are observed that indicate an underlying issue

• Raise a problem when there is a potential risk of future incidents if the root cause is not addressed

Incident Management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

• Incident Management involves responding to incidents in a timely manner to restore normal service operation.

• It includes documenting incidents, analyzing root causes, and implementing preventive measures.

• Examples of incidents include system outages, security breaches, and data loss.

• The go...read more

Change management is the process of managing changes to a system or organization in a controlled and systematic manner.

• Involves planning, implementing, and controlling changes to ensure minimal disruption

• Focuses on communication, training, and stakeholder engagement

• Utilizes tools like change control boards and change logs

• Examples include software updates, organizational restructuring, and process improvements

ITIL structure defines the best practices for IT service management.

• ITIL stands for Information Technology Infrastructure Library

• It provides a framework for IT service management

• It includes processes such as Incident Management, Problem Management, Change Management, etc.

• Helps organizations align IT services with business needs

I use a variety of tools in my project including incident management software, communication tools, monitoring tools, and collaboration platforms.

• Incident management software (e.g. ServiceNow, Jira Service Desk)

• Communication tools (e.g. Slack, Microsoft Teams)

• Monitoring tools (e.g. Nagios, SolarWinds)

• Collaboration platforms (e.g. Confluence, SharePoint)

Identify root cause, prioritize servers, implement temporary fix, escalate to higher level support if needed

• Identify the root cause of the issue affecting multiple servers

• Prioritize servers based on criticality and impact on business operations

• Implement a temporary fix to restore service on the most critical servers first

• Escalate the issue to higher level support or technical teams if necessary

• Monitor the situation clo...read more