Incident Management
What is the first step in the incident management process?
Incident logging
What is the goal of problem management?
To prevent incidents from recurring
What is Blameless postmortem?
A retrospective analysis of an incident focused on understanding the root cause rather than assigning blame.
What is the purpose of change management?
To ensure that changes to IT services are controlled and managed. The practice of maximizing the number of successful changes by ensuring properly assessed risks, authorizing changes to proceed and a managed change schedule
What is the primary purpose of a ticket management system?
To track and manage customer issues and requests.
Define an incident.
An unplanned interruption to an IT service
Why Problem Management?
A problem that has been identified but not yet resolved
How do we conduct a blameless post mortem?
We use root cause analysis techniques such as 5 Whys.
What is the goal of Change Management?
Maximize the number of successful changes.
Define a ticket.
A record of a customer issue or request.
What is the difference between an incident and a service request?
An incident is an unplanned interruption, while a service request is a normal request for standard service actions.
Explain the difference between a workaround and a permanent solution.
A workaround is a temporary solution to an incident, while a permanent solution addresses the root cause of the problem.
Give an example of a phrase that you will NOT HEAR in a ZERO BLAME culture
Examples:
I told you so
Its not my fault
Who messed this up
You should have known this better
Someone needs to be held accountable.
etc
Explain the role of a Change Authority
The Change Authority reviews and approves or rejects proposed changes.
Explain the difference between an incident and a service request ticket.
An incident is an unplanned interruption, while a service request is a normal request for standard service actions.
Explain the concept of incident prioritization.
Incident prioritization assigns a level of urgency to incidents based on impact and business needs.
What is a root cause analysis?
A root cause analysis is an investigation to determine the underlying cause of a problem.
Give an phrase of example in a zero-blame culture
We learn more from failure than success
mistakes are opportunities for growth
let's brainstorm solutions together
we are here to support each other
next time, we try this approach
What can we learn from this?
we can always improve
we figure this out
Name one key step of Change Enablement
Properly Assessed Risk OR
Authorizing Changes to Proceed OR
Managed change schedule
What is ticket escalation?
Ticket escalation involves moving a ticket to a higher support level when it cannot be resolved at the current level.
Describe the role of the service desk in incident management.
The service desk is the first point of contact for users reporting incidents.
How does problem management relate to incident reduction?
By identifying and resolving problems, problem management reduces the number of incidents.
Name a RCA technique learnt earlier and explain how to use that technique
5 whys
keep asking why
How does change management interacts with other service management practice? Name one practice and explain the relationship
Answer varies.
Describe the role of ticket prioritization in incident management.
Ticket prioritization helps to ensure that critical issues are addressed first.