BigBinary Interview Questions and Answers

Incidents can trigger changes to prevent future incidents.

• Incidents can reveal weaknesses in the system that require changes to prevent future incidents.

• Changes can also cause incidents if not properly managed.

• Incident and change management processes should be closely integrated.

• For example, a major incident caused by a software bug may require a change to the code to prevent it from happening again.

• Similarly, a change to a server configuration may cause an incident if not pr...read more

The lifecycle of Major Incident Manager (MIM) involves several stages from identification to resolution.

• Identification of major incidents

• Logging and categorizing incidents

• Assigning resources and forming an incident management team

• Investigation and analysis of incidents

• Implementing temporary workarounds or fixes

• Communicating with stakeholders and providing updates

• Resolving the incident and restoring normal service

• Conducting post-incident reviews and documenting lessons learned

We use version X of SNOW.

• The current version of SNOW we use is X.

• We upgraded to version X last year.

• All incidents are logged in SNOW version X.

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

• It involves creating a plan to respond to incidents

• It requires effective communication and collaboration among stakeholders

• It aims to restore normal operations as quickly as possible

• Examples include IT system failures, natural disasters, and security breaches

Managing shared resources requires clear communication, prioritization, and collaboration.

• Establish clear communication channels and protocols for sharing resources

• Prioritize incidents based on impact and urgency

• Collaborate with other teams to ensure resources are allocated effectively

• Monitor resource usage and adjust allocation as needed

• Document and analyze resource usage to identify areas for improvement

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

• It involves investigating the root cause of incidents and finding a permanent solution

• It aims to minimize the impact of incidents on business operations

• It involves documenting known errors and workarounds

• It requires collaboration with other ITIL processes such as Incident Management and Change Management

• Example: A recurring network outage is ...read more