Yes, priority can be different from its incident as there can be multiple incidents that occurred and which have caused a problem. Incident Management Interview Questions Can the priority of the problem be different from its incident?
The problem is focused on the underlying cause of an incident. Problem is unknown cause by one or more potential incidents. Incident management is focused on the restoration of service. What’s the difference between an incident and a problem?Īn incident is a single unplanned outage event that causes a disruption in an IT service. Describe problem management process flow? Example – Problem management will analyze the existing logs, periodic audits, incident records and try to find a pattern or trend which is responsible for underlying issues. ServiceNow Interview Questions What is proactive problem management?Ī proactive problem management process is in which ongoing activities are analyzed to prevent incidents from happening. Example – Problem management will pick up one or more similar incidents and club them together to analyze which is the root cause is not identified in the incident lifecycle and prevent the recurring incidents. It is to analyze and deploy the long-term resolution for the issue. The reactive problem management process is started once the issue is identified and the root cause was not identified and resolved in the incident management process. There are two types of problem management. What are the different types of Problem Management? The main objective is to eliminate the recurring incidents, minimize the impact of incidents, prevent problems and incidents from happening. It is the core component of ITSM frameworks, problem management to maintain the lifecycle of the problems and identify the cause of the incident on an IT service.
The problem requires investigation to find the causes and develop a long-term resolution, while creating a problem record we don’t know the underlying cause of it. Problem Management Interview Questions What is a problem?Īs per ITIL, a problem is defined as the underlying cause of one or more incidents. Change Problem Management Interview Questions.Incident Problem Management Interview Questions.Problem Solving Techniques Interview Questions.What are the KPI’s of Problem Management?.What is the value of problem management to the business?.What are the roles in Problem Management?.Give some examples of configuration items?.Can the priority of the problem be different from its incident?.What’s the difference between an incident and a problem?.Describe problem management process flow?.What are the different types of Problem Management?.