IT Service Manager

IT Service Manager Interview Questions and Answers

Updated 6 Feb 2022

Q1. How will reduce the inflow of High priority incidents?

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To reduce the inflow of High priority incidents, implement proactive measures and improve incident management processes.

Implement proactive monitoring and alerting systems to identify potential issues before they become high priority incidents.
Enhance incident categorization and prioritization criteria to accurately identify high priority incidents.
Improve incident management processes by implementing a robust incident escalation and resolution workflow.
Invest in training and...read more

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Techniques used to find Root Cause in IT service management

IT Service Manager Interview Questions and Answers for Freshers

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Proactive problems can be found through data analysis, monitoring, and trend identification.

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A known error is a problem that has been identified and has a documented solution or workaround.

Known errors are typically documented in a Known Error Database (KEDB).
They are often discovered during the incident management process.
Examples of known errors include software bugs, hardware failures, and configuration issues.
Having a KEDB can help reduce the time to resolve incidents and improve overall service quality.

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Types of changes in IT service management

Standard changes - pre-authorized changes that follow a well-established process
Normal changes - require a formal approval process and may impact multiple areas of the organization
Emergency changes - require immediate action to restore service
Major changes - significant changes that require a high level of planning and coordination
Minor changes - low-risk changes that can be implemented quickly and easily

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C++ is a high-level programming language used for developing system software, application software, device drivers, and video games.

C++ was developed by Bjarne Stroustrup in 1983.
It is an extension of the C programming language.
C++ supports object-oriented programming, generic programming, and procedural programming.
It is used for developing operating systems, browsers, databases, and more.
Some popular applications developed using C++ include Adobe Photoshop, Microsoft Office...read more

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A temporary solution or a quick fix to a problem or issue.

Workaround is a temporary solution to a problem or issue.
It is used when the permanent solution is not available or not feasible.
Workarounds are often used in IT service management to minimize the impact of incidents or problems.
For example, restarting a computer to fix a software issue is a common workaround.
Workarounds should be documented and communicated to avoid confusion and repetition.