Wipro Incident Manager Interview Questions, Process, and Tips

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

• ITIL is a set of detailed practices and guidelines for managing IT services.

• It provides a framework for organizations to align their IT services with business needs.

• ITIL covers various aspects of IT service management, including service strategy, design, transition, operation, and continual improvement.

• It foc...read more

Impact refers to the extent of the consequences caused by an incident, while urgency refers to the time sensitivity of resolving the incident.

• Impact is about the severity and extent of the damage caused by an incident.

• Urgency is about the time sensitivity and the need for immediate action to resolve the incident.

• Impact is measured in terms of the disruption caused to the business or services.

• Urgency is measured in term...read more

The lifecycle of an incident involves several stages from identification to resolution.

• Identification: Incident is detected or reported.

• Logging: Incident details are recorded in a ticket or incident management system.

• Investigation: Incident is analyzed to determine its cause and impact.

• Escalation: Incident is escalated to appropriate teams or individuals for resolution.

• Resolution: Incident is resolved and services are ...read more

Severity and priority are used to classify incidents based on their impact and urgency.

• Severity refers to the impact an incident has on the business or system.

• Priority refers to the urgency with which an incident needs to be resolved.

• Both severity and priority are usually classified into levels, such as low, medium, and high.

• The severity and priority of an incident can be determined based on factors such as the number ...read more