Major Incident Management?

[vinodkumar2010]

Hi Today i have faced Interview for Major Incident Manager position?

They are some questions which i face need clear details can any please help me on this?

1.What is the CI?

2.What is the CI relationship with incident?

3.How SLA Timings defined by ITIL ?

4.What are the Stages of Major Incident?

5.Once Critical incident occurs how you work as Major Incident Manager?

6.What are the Steps You will take and how you collaborate with teams as Major Incident manager when the major incident Raised?

7.Where you can Document the Major incident total process in ServiceNow?

8.What is the Major Incident Life cycle?

9.Who will do the documentation and bridge call communications in Major Incident process?

10.How you act as a Major Incident manager in complete Major incident process?

11.What will you do if P1 incident reached 90% SLA time and still the resolution not happens?

12.What will you do if P1 incident breached SLA 100%

13.What are the communications you will send once major Incident occurs?

14.And finally he asked what is your SLA time for P1 incident i replied it is 2 hours then they questioned are you really will resolve P1 incident in 2 hours?

[Dr Atul G- LNG · Accepted solution]

Hi @vinodkumar2010 

1.What is the CI?

Configuration Item (CI): Any computer, device, software, or service in the CMDB. A CI's record will include all of the relevant data, such as manufacturer, vendor, location, etc. Configuration items can be created or maintained either using tables, lists, and forms within the platform, or using the Discovery application.

2.What is the CI relationship with incident?

 Incident has been raised in CI.  https://youtu.be/zdhln7ydfX8

3.How SLA Timings defined by ITIL ?

Atul:  Not by ITIL,by the business and agreed by the service provider.

4.What are the Stages of Major Incident?

Atul: The 4 stages of a major incidentIdentification. Containment. Resolution. Maintenance.

5.Once Critical incident occurs how you work as Major Incident Manager?

Atul: NO way to write here, there are many action need to do. Please check ITIL MIM book.

6.What are the Steps You will take and how you collaborate with teams as Major Incident manager when the major incident Raised?

Atul: Again , its all praticall, tough to write here in details. Check RnR of  MIM.

7.Where you can Document the Major incident total process in ServiceNow?

Atul: In MIM Workbench and PIR.

8.What is the Major Incident Life cycle?

Aul: check now create Inc process guide.

9.Who will do the documentation and bridge call communications in Major Incident process?

Atul: MI as primary and take help from operation team .

10.How you act as a Major Incident manager in complete Major incident process?

Atul: What was your take?

11.What will you do if P1 incident reached 90% SLA time and still the resolution not happens?

Atul: Again, depend what defines in process, chase team for resolution. Follow up with customer and keep upated the management.

12.What will you do if P1 incident breached SLA 100%

Atul: As above.

13.What are the communications you will send once major Incident occurs?

Atul: Check the MI workbench.

14.And finally he asked what is your SLA time for P1 incident i replied it is 2 hours then they questioned are you really will resolve P1 incident in 2 hours?

Atul: Yes, why not. 

https://youtu.be/SW_ZacFHT34

[vinodkumar2010]

Thank You @Dr Atul G- LNG  for giving immediate response and answers.