Problem Manager Interview Questions and Answers

SLA is Service Level Agreement, KPI is Key Performance Indicator, CI is Configuration Item.

• SLA is a contract between service provider and customer defining the level of service expected.

• KPI is a measurable value that indicates how well an organization is achieving its objectives.

• CI is a component of an IT infrastructure that is managed to ensure its availability and performance.

• Examples of SLA include response time, uptime, and resolution time.

• Examples of KPI include customer...read more

Problem management is an ITIL process that involves reactive and proactive approaches to identify and resolve issues.

• Reactive problem management focuses on resolving incidents and identifying the root cause to prevent future occurrences.

• Proactive problem management involves analyzing data to identify potential issues and implementing preventive measures.

• Problem management aims to minimize the impact of incidents on business operations and improve service quality.

• Examples of p...read more

Known Errors can be categorized into 3 types: Known Error Record, Proactive Known Error, and Reactive Known Error.

• Known Error Record: A documented error with a workaround or resolution

• Proactive Known Error: An error that has not yet impacted the service but has the potential to do so

• Reactive Known Error: An error that has already impacted the service and has been resolved

• Examples: software bugs, hardware failures, network outages

Root cause methodologies used in ITIL include Fishbone diagram, 5 Whys, and Pareto analysis.

• Fishbone diagram is a visual tool that helps identify possible causes of a problem.

• 5 Whys is a technique that involves asking 'why' five times to get to the root cause of a problem.

• Pareto analysis is a statistical technique that identifies the most significant causes of a problem.

• ITIL's RCA methodology involves identifying the problem, analyzing data, identifying possible causes, and i...read more

Problem Life Cycle is a process that describes the stages of a problem from identification to resolution.

• The cycle includes problem identification, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure.

• It is important to track the progress of the problem through each stage and ensure that it is being addressed in a timely manner.

• Effective problem management can help to prevent future incidents and improve overall service quality.

• Example: A...read more

Root Cause Analysis (RCA) techniques are used to identify the underlying cause of a problem or incident.

• Fishbone diagram

• 5 Whys

• Pareto chart

• Fault tree analysis

• Failure mode and effects analysis (FMEA)

Critical issue resolution examples include restoring service after a major outage, identifying root cause of recurring incidents, and implementing preventative measures.

• Restoring service after a major outage

• Identifying root cause of recurring incidents

• Implementing preventative measures