Major Incident and Problem Manager

Major Incident and Problem Manager Interview Questions and Answers

Updated 23 Dec 2024

Q1. What are the stages of Major incident?

Ans.

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

Q2. what is service performance review

Ans.

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

Q3. Key metrics in Problem Management

Ans.

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

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