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My Interview Questions and Answers For Job

1) ITIL is a framework for delivering and improving IT services that can help reduce costs, increase quality, improve decision making, and provide clear communication. 2) The document discusses different types of tickets in a ticketing tool like ServiceNow including incidents, change requests, problem tickets, and service requests. 3) Incidents refer to outages or broken functionality that need to be resolved, change requests are for planned changes to infrastructure, problem tickets address recurring issues, and service requests involve additional support without interruptions.

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94 views

My Interview Questions and Answers For Job

1) ITIL is a framework for delivering and improving IT services that can help reduce costs, increase quality, improve decision making, and provide clear communication. 2) The document discusses different types of tickets in a ticketing tool like ServiceNow including incidents, change requests, problem tickets, and service requests. 3) Incidents refer to outages or broken functionality that need to be resolved, change requests are for planned changes to infrastructure, problem tickets address recurring issues, and service requests involve additional support without interruptions.

Uploaded by

viji
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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MANAGER DISCUSSION ITIL QUESTIONS AND ANSWERS

ITIL [ Information Technology Infrastructure Library


It is a framework for delivering, supporting and improving IT services.
ITIL can help you
(a) Reduce it costs, increase quality and decrease risk.
(b) Improve decision making.
(c) Visibility to the total cost of ownership and utilization.
(d) Increase productivity.
(e) Provide clear and effective communication.
TICKETING TOOLS
Can you explain about your ticketing tool?
In current organization we are using Service NOW to support all request like Incident, SR, Change
Request (CR) and Problem Tickets and supporting all these modules and also I have knowledge on
BMC Remedy Tool as well.
We will be resolved all these tickets as per the SLA and taking responsibility on particularly on High
and Critical cases and also participated in Critical management call whenever any P1 issue with the
Client and provide resolution as well as will be prepared RCA and submit to the Client.
Majorly will take Responsibility of Daily Operation discussion calls and Weekly CAB Call with the
client and participate in Internal DRS discussions with the team and preparing RCA’s
1) Service now (SNOW).
2) BMC Remedy.
3) Advance Help Disk (AHD/CA).

TYPES OF TICKETS
1) Incident.
2) Chang Ticket (CR\CO).
3) Problem Ticket.
4) Service Request (SR).

1) INCIDENT:-

When running server functionality broken or destroyed then we will receive incident.
Ex: Server shutdown or application not functioning or service stop or resource high utilization.
Most of the tickets will fall under Incident for the day to day activities approximately 60% tickets we
will be closed.
What is an Incident?
If any production server interrupted / running application function broken then to fix the issue we
can raise incident and simply it is outage for business.
Otherwise in simple terminology we can raise incident if something broken unexpectedly and
interrupted running business.
Example: Server Down, Service Down, Server restart, performance issues etc….
INCIDENT PRIORITY:-
Critical /P1, P2, P3 P4.
Critical & P1 process is standard and similar for most of the customers in MNCs
Server categaration:
1. Production (P1 & Critical).
2. Development (P2&P3).
3. Testing (P4).

All Production servers receive P1 & critical.


SLA (Service Level Agreement).
Based upon SLA Table we can work this module.
INCIDENT SLA DETAILS:-
SEV1 –Response Time is 15 Mins and Resolution Time is 3 Hours (Critical Incident)
SEV2—Response Time is 1 Hour and Resolution Time is 6 Hours (High Priority incident)
SEV3—Reseponse Time is 4 Hours and Resolution Time is 24 Hours (Medium Priority Incident)
SEV4—Response Time is 8 Hours and Resolution Time is 2 Days.
When P1 ticket came , we need to prepare RCA (Rout case analysis’s) and follow P1 Process.
Rout case analyses: Every P1 case will contain RCA & Change Ticket.
INCIDENT STAGES:-
1. Assign----When the customer raised ticket / when monitoring server triggered alert.
2. Work in progress (Wip)---Action began on issue.
3. Resolution or resolved---Issue Fixed.
4. Pending ----If any pending with Customer / Vendor / supplier.
5. Closed—After Resolved the ticket will audit by Audit team then the case will be closed.

Pending Reasons:
- Wait for the customer action.

- Wait for vendor action.

- Wait for supplier

- Monitoring the server resources (High CPU & High Memory).


2. CHANGE TICKET:-
If you going to make any changes on existing infrastructure then we should go with CR; basically CR
can be happen by Incident all CR’s can be reviewed by Change Manager. We will follow all CR Plans
such as
1) Business Justification
2) Implementation Plan
3) Test Plan
4) Backout Plan
5) Scheduled Window
6) Downtime Window
7) Involved Resources like other team (Network, Security, Windows, Database team etc..)

Ex: 1) Reconfiguring server resources.


2) Restarting server.
3) Remodifying the server.
4) Installing patches.
5) Installing third party application.
6) Upgrading the server.
7) Upgrading the H/W & Firmware.
When we create CR [Change Request] we need to follow the bellow
(1) Change Type: Standard / Minor / Major / Emergency CR. We have 4 types of changes.

( A) Standard change:-
Where we does not required the customer approval for CR implementation then we will raise
standard change
Example: Schedule reboots as recommended by Microsoft.
( B) Major change:-
If any downtime is required for the production servers during any reconfiguration and in
maintenance windows then we will be create Major CR. Always we will create Major CR for
production critical servers.
Major change phases:
a. Business justification. [ Why we need to implement this change ]

Ex: SAP Team requested changes as recommended by application vendor.


b. Implementing plane . [ How you going to implement ]

Ex: ESXi Upgradation with help of Update Manager.


c. Backout plan : What type of backup it is Ex: Snapshot, Clone, Host profile
d. Test plane : Is this change has been tested on test infra or not.
e. Schedule window (which Time): Schedule Start Time & Schedule End Time.
f. Down Time Window: What is exactly Start and End Downtime windows.
g. Onsite supporting team contact details.

(C )Emergence Change Request ERC:


During Critical Business outages to fix immediately we will be raise ECR.
NOTE: Major change and ECR change we need Customer Approval in Weekly CAB call to proceed.
(D)Minor Change : it is equal to Standard Change.
3.PROBLEM TICKET:-
Reoccurrence of issue or repeating issues then we will raise problem ticket to fix permanently.
Problem ticket won’t contain SLA.
Every problem ticket contains the change ticket.
4.What is SR (Service Request):-
There is no interrupt and service down issue but need some additional information to proceed for
operations is called SR.
Example: Adding user phone number in Existing User account, install additional plug ins , provide
additional access on the existing application etc..
What is Difference between Incident and SR?
Incident have downtime to your Server
No Downtime for your SR.

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