Service Management Lead Interview Questions and Answers

Cost effectiveness is achieving desired outcomes at the lowest possible cost, while cost advocacy involves promoting cost-conscious decision-making.

• Cost effectiveness focuses on maximizing value for money by achieving desired outcomes efficiently.

• Cost advocacy involves promoting a culture of cost-conscious decision-making within an organization.

• Examples of cost effectiveness include implementing process improvements to reduce costs without sacrificing quality.

• Examples of cost...read more

MTTR stands for Mean Time to Repair, which is the average time taken to repair a system after a failure. MTBF stands for Mean Time Between Failures, which is the average time between failures of a system.

• MTTR is a measure of how quickly a system can be restored to normal operation after a failure.

• MTBF is a measure of the reliability of a system, indicating the average time between failures.

• MTTR = Total downtime / Number of failures

• MTBF = Total uptime / Number of failures

Mean time to response is the average time taken to respond to a service request or incident.

• Mean time to response is calculated by summing up the response times for all requests/incidents and dividing by the total number of requests/incidents.

• It is an important metric in service management as it reflects the efficiency and effectiveness of the support team.

• For example, if there were 10 service requests with response times of 2, 3, 4, 5, 6, 7, 8, 9, 10, and 11 hours, the mean ...read more