30+ Incident Manager Interview Questions and Answers

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 terms of the time constraints and the impact on business opera...read more

Answers to questions related to Incident Management

• Emergency Change and Urgent Change are types of changes that are implemented quickly to resolve an incident or prevent an incident from occurring

• Known Error is a problem that has been identified and has a documented root cause and a workaround

• Incident Management lifecycle consists of identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure of incidents

• Service Operation module con...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 restored.

• Closure: Incident is closed after verifying that ...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 of users affected, the criticality of the system, and the ...read more

We used ServiceNow for ITSM.

• ServiceNow was our primary tool for ITSM.

• We used it for incident management, change management, and problem management.

• It helped us track and manage incidents, changes, and problems efficiently.

• We also used it for service catalog and request management.

• ServiceNow provided us with real-time insights and reports on our ITSM processes.

Incident management focuses on resolving incidents to restore normal service operation, while problem management focuses on identifying and addressing the root cause of recurring incidents.

• Incident management is reactive, focusing on restoring service as quickly as possible.

• Problem management is proactive, aiming to prevent incidents from occurring in the future.

• Incident management deals with the symptoms of an issue, while problem management deals with the underlying cause.

• E...read more

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)

TCS Incident Manager is responsible for managing and resolving incidents in a timely manner.

• Manage and resolve incidents within SLA

• Coordinate with various teams for incident resolution

• Ensure timely communication and updates to stakeholders

• Identify and implement process improvements

• Maintain incident records and reports

• Provide training and guidance to team members

I drive value for customers by prioritizing their needs, providing timely solutions, and ensuring their satisfaction.

• Understanding customer requirements and expectations

• Communicating effectively and promptly

• Taking ownership of issues and following through to resolution

• Seeking feedback and continuously improving processes

• Going above and beyond to exceed customer expectations

ITIL is a framework that includes incident management as one of its processes.

• ITIL is a comprehensive framework for IT service management

• Incident management is a specific process within ITIL that focuses on restoring normal service operation as quickly as possible

• ITIL covers other processes like problem management, change management, and service desk management

• Incident management involves logging, categorizing, prioritizing, and resolving incidents

• ITIL provides guidelines and...read more

SLA for P3 incident is typically 24-48 hours.

• P3 incidents are considered low priority incidents

• SLA for P3 incidents is usually longer than P1 and P2 incidents

• SLA for P3 incidents can vary depending on the organization and the severity of the incident

• Typically, SLA for P3 incidents is around 24-48 hours

• SLA for P3 incidents may include response time, resolution time, and communication requirements

I have used tools such as ServiceNow, Jira, and PagerDuty for incident management.

• ServiceNow

• Jira

• PagerDuty

P1 incidents were handled with utmost priority and urgency.

• P1 incidents were immediately escalated to the appropriate teams and stakeholders.

• A dedicated incident response team was formed to address P1 incidents.

• Regular updates were provided to stakeholders until the incident was resolved.

• Post-incident reviews were conducted to identify areas for improvement.

• Examples of P1 incidents include critical system outages and security breaches.

Some tools I have hands-on experience with include ServiceNow, JIRA, and Remedy.

• ServiceNow

• JIRA

• Remedy

Incident and change management are processes used in IT to handle unexpected events and implement modifications to systems.

• Incident management involves responding to and resolving unplanned disruptions to IT services.

• Change management focuses on controlling the lifecycle of all changes to IT infrastructure.

• Both processes aim to minimize the impact of incidents and changes on the organization's operations.

• Examples of incidents include server outages, network failures, and secu...read more

MIR stands for Major Incident Review. It is created after a major incident to analyze the root cause and prevent future occurrences.

• MIR is created after a major incident to review what happened and why.

• It helps in identifying the root cause of the incident.

• MIR includes recommendations for preventing similar incidents in the future.

• It involves a detailed analysis of the incident timeline, actions taken, and outcomes.

• MIR is essential for continuous improvement and learning from...read more

Different types of networks include LAN, WAN, MAN, WLAN, PAN, CAN, SAN, and VPN.

• LAN (Local Area Network) - connects devices within a limited area like a home, office, or school

• WAN (Wide Area Network) - connects devices over a large geographical area, often using public infrastructure like the internet

• MAN (Metropolitan Area Network) - covers a larger geographic area than a LAN but smaller than a WAN

• WLAN (Wireless Local Area Network) - uses wireless technology to connect device...read more

ITIL processes are a set of best practices for IT service management.

• ITIL stands for Information Technology Infrastructure Library

• There are five core ITIL processes: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

• Each process has its own set of activities and deliverables

• ITIL processes help organizations to align their IT services with business needs and improve service quality

• Examples of ITIL processes include Incide...read more

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

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

• It consists of five core publications covering various IT processes such as incident management, problem management, change management, etc.

• ITIL processes are designed to help organizations deliver high-quality IT services to their customers

• ITIL promotes a customer-centric approach and cont...read more

Types of clouds include cumulus, stratus, cirrus, and nimbus.

• Cumulus clouds are fluffy and white, often seen on a sunny day.

• Stratus clouds are flat and gray, covering the sky like a blanket.

• Cirrus clouds are thin and wispy, high in the sky.

• Nimbus clouds are dark and bring rain or storms.

• Other types include cumulonimbus, altostratus, and stratocumulus.

An incident becomes a problem when it is not resolved in a timely manner or when it recurs frequently.

• Lack of proper root cause analysis can lead to incidents turning into problems.

• Inadequate resources or expertise to address the incident can escalate it into a problem.

• Failure to implement preventive measures after an incident can result in it becoming a recurring problem.

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

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 goal of Incident Management is to minimize disruption to bus...read more

An incident is any unplanned event that disrupts normal operations, while a major incident is a significant event that requires immediate attention and coordination.

• Incident is any unplanned event that disrupts normal operations

• Major incident is a significant event that requires immediate attention and coordination

• Major incidents have a higher impact on business operations compared to regular incidents

• Major incidents often require escalation to higher management levels for re...read more

ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management, consisting of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

• Service Strategy involves understanding the needs of the business and creating a strategy to meet those needs.

• Service Design focuses on designing new or changed services for introduction into the live environment.

• Service Transition involve...read more

Incident/SLA/OLA/KPI/CSF are key performance indicators used to measure and manage the performance of incident management processes.

• Incidents are unplanned interruptions or reductions in quality of IT services.

• SLAs (Service Level Agreements) define the level of service expected by the customer.

• OLAs (Operational Level Agreements) define the responsibilities of internal support teams.

• KPIs (Key Performance Indicators) measure the effectiveness and efficiency of incident manageme...read more

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

Yes, I am familiar with printers and have experience troubleshooting printer issues.

• I have experience setting up and configuring printers

• I am familiar with common printer issues such as paper jams and connectivity problems

• I have worked with various types of printers including laser printers and inkjet printers

Models of cloud refer to different types of cloud computing services and deployment models.

• Public cloud: Services are delivered over the internet and shared across multiple organizations (e.g. AWS, Azure)

• Private cloud: Services are maintained on a private network and dedicated to a single organization (e.g. VMware, OpenStack)

• Hybrid cloud: Combination of public and private cloud services to meet specific business needs (e.g. Google Cloud Platform)

• Community cloud: Shared infras...read more

An incident is an unplanned event that disrupts normal operations and requires immediate attention to resolve.

• An incident can be a technical issue, security breach, or service outage.

• It can impact the availability, performance, or security of systems or services.

• Examples include a server crash, network outage, or data breach.

RACI Model is a matrix used to clarify roles and responsibilities in a project or process.

• RACI stands for Responsible, Accountable, Consulted, and Informed

• Responsible: Those who do the work to achieve the task

• Accountable: The one ultimately answerable for the correct and thorough completion of the deliverable or task

• Consulted: Those whose opinions are sought, typically subject matter experts

• Informed: Those who are kept up-to-date on progress

• Example: In an incident management ...read more

The flow of Incident Management process involves identification, logging, categorization, prioritization, investigation, resolution, and closure of incidents.

• Identification of incident

• Logging the incident in a ticketing system

• Categorizing the incident based on impact and urgency

• Prioritizing incidents based on severity

• Investigating the root cause of the incident

• Resolving the incident and restoring normal service

• Closing the incident with proper documentation