Major Incident and Problem Manager Interview Questions and Answers

The stages of Major incident include identification, categorization, prioritization, diagnosis, resolution, and closure.

• Identification: Recognizing that a major incident has occurred.

• Categorization: Classifying the incident based on impact and urgency.

• Prioritization: Determining the order in which incidents will be addressed.

• Diagnosis: Investigating the root cause of the incident.

• Resolution: Implementing a solution to restore normal service.

• Closure: Confirming that the incide...read more

Service performance review is a process of evaluating the performance of IT services to ensure they meet agreed-upon targets and standards.

• Service performance review involves analyzing key performance indicators (KPIs) such as availability, reliability, and response time.

• It helps identify areas for improvement and optimization in IT services.

• Regular service performance reviews can help prevent major incidents by addressing underlying issues proactively.

• Examples of service per...read more

Key metrics in Problem Management include mean time to restore service, number of incidents prevented, and percentage of recurring incidents.

• Mean time to restore service (MTTRS) measures the average time taken to resolve a problem and restore service.

• Number of incidents prevented indicates the effectiveness of problem management in identifying and resolving underlying issues.

• Percentage of recurring incidents shows the success in preventing repeated incidents by addressing roo...read more