Velocis Systems Service Desk Executive Interview Questions, Process, and Tips

Problem management is the process of identifying, analyzing, and resolving recurring incidents to prevent future occurrences.

• It involves identifying the root cause of a problem

• Creating a plan to resolve the problem

• Implementing the plan to prevent future occurrences

• Monitoring the effectiveness of the solution

• Examples include identifying and resolving recurring network outages or software bugs

An incident is an unplanned interruption or reduction in quality of an IT service.

• Incidents can be caused by hardware or software failures, human error, or external factors.

• They can range from minor issues like a password reset to major incidents like a system outage.

• Incidents are usually reported through a service desk or ITSM tool and are tracked until resolution.

• The goal of incident management is to restore normal s...read more

A service request is a formal request from a user for help with a specific issue or task.

• Service requests are typically submitted through a service desk or help desk system.

• They can include requests for technical support, equipment repairs, software installations, and more.

• Service requests are usually prioritized based on their urgency and impact on the business.

• Examples of service requests include password resets, pri

Incident management is the process of identifying, analyzing, and resolving IT issues to minimize business impact.

• It involves logging incidents, categorizing them by severity, and prioritizing them based on impact

• It also includes communication with stakeholders and tracking progress until resolution

• Examples of incidents include system crashes, network outages, and software errors