IT Shift Lead Interview Questions and Answers

Emergency change is a change that must be implemented immediately to prevent or resolve a major incident.

• Emergency changes are unplanned and urgent.

• They are made to prevent or resolve a major incident.

• Emergency changes bypass the normal change management process.

• They require approval from the emergency change advisory board (ECAB).

• Examples of emergency changes include security patches and critical bug fixes.

Known Error Database is a repository of all known errors and their solutions.

• It is used in IT Service Management to track and manage known errors

• It helps in reducing the impact of incidents by providing quick solutions

• It is a part of Problem Management process

• Examples of known errors include software bugs, hardware failures, and network issues

Different types of changes include emergency changes, standard changes, and normal changes.

• Emergency changes are unplanned and require immediate action, such as fixing a critical system issue.

• Standard changes are pre-approved and follow a defined process, such as deploying a software update.

• Normal changes are routine and do not require additional approval, such as adding a new user to a system.

Fishbone analysis is a problem-solving technique used to identify the root cause of a problem.

• Also known as Ishikawa diagram or cause-and-effect diagram

• Used to visually organize possible causes of a problem

• Helps to identify the root cause of a problem

• Categories include people, process, equipment, materials, environment, and management

• Example: If a company is experiencing low sales, the fishbone diagram can help identify possible causes such as poor marketing strategy, lack of...read more