Incident Management Analyst Interview Questions and Answers

The priority matrix in incident management is a tool used to prioritize incidents based on their impact and urgency.

• The priority matrix typically consists of a grid with impact and urgency as the two axes.

• Incidents are categorized into different priority levels based on their position in the matrix.

• The priority levels can be defined as high, medium, and low, or using numerical values.

• The matrix helps incident management teams allocate resources and prioritize their response.

• F...read more

ITSM stands for IT Service Management. It is used to manage and deliver IT services to customers efficiently and effectively.

• ITSM is a set of policies, processes, and procedures for managing IT services.

• It helps organizations to align IT services with business needs and improve customer satisfaction.

• ITSM includes various frameworks such as ITIL, COBIT, and ISO 20000.

• It involves incident management, problem management, change management, and service desk management.

• ITSM tools ...read more

Types of problem management include reactive, proactive, and strategic.

• Reactive problem management involves addressing issues after they occur

• Proactive problem management focuses on preventing issues from happening

• Strategic problem management involves long-term planning and improvement

• Examples: Reactive - fixing a server outage, Proactive - implementing regular system updates, Strategic - developing a disaster recovery plan

ITIL stands for Information Technology Infrastructure Library. It is a set of best practices for IT service management. Incident lifecycle refers to the stages an incident goes through from detection to resolution.

• ITIL is a framework that provides guidelines for IT service management

• It helps organizations align their IT services with business needs

• The incident lifecycle includes stages like detection, logging, categorization, prioritization, investigation, diagnosis, resoluti...read more

ITIL framework is a set of best practices for IT service management.

• ITIL stands for Information Technology Infrastructure Library

• It provides guidelines for aligning IT services with the needs of the business

• It consists of five core publications covering various aspects of IT service management

• Examples of ITIL processes include Incident Management, Change Management, and Problem Management

VOC can be calculated by dividing the number of complaints by the total number of customers and multiplying by 100.

• Calculate the total number of complaints received.

• Calculate the total number of customers served.

• Divide the number of complaints by the total number of customers.

• Multiply the result by 100 to get the VOC percentage.