Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

THE ITIL BOOKS

The five ITIL books can be obtained directly from the publisher's website:
HERE

Or as downloadable PDFs: HERE

Current Membership

Latest: Justinewetry
New Today: 93
New Yesterday: 86
Overall: 214758

People Online:
Visitors: 173
Members: 3
Total: 176 .

Login
Nickname

Password

Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement
Outsourcing

Note: ģ ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Search



Languages
Select Interface Language:


Advertising
Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Incident Management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident Management

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
Arunagiri
Newbie
Newbie


Joined: Sep 24, 2016
Posts: 4

PostPosted: Sun Sep 25, 2016 4:51 am    Post subject: Incident Management Reply with quote

Scenario :
Youíve just spent all night on a bridge call troubleshooting an application problem that could have been resolved in 10 minutes if the right admin would have joined the call. But unfortunately, they did not, and what you had to work with was the junior admin who was on-call. Itís a good thing you are technical because in the end you literally had to log into Windows Server and fix the issue yourself.

Question :
This is a 2 part question. First, how would you handle communication to the senior level staff waiting for the problem to be solved? Second, if you found out the key person was just not answering the call to join the bridge, how would you handle the communication with the admins manager after the incident was resolved?
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3570
Location: London, UK

PostPosted: Sun Sep 25, 2016 5:48 pm    Post subject: Reply with quote

Arunagiri,


These are Exam questions so answer them yourself
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Arunagiri
Newbie
Newbie


Joined: Sep 24, 2016
Posts: 4

PostPosted: Sun Sep 25, 2016 6:32 pm    Post subject: Incident Management Reply with quote

Yes..This is scenario based interview questions.. need help

UKVIKING wrote:
Arunagiri,


These are Exam questions so answer them yourself
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3570
Location: London, UK

PostPosted: Mon Sep 26, 2016 12:49 am    Post subject: Reply with quote

Arunagiri

Exam or interview questions, the only way you will learn is to answer the question and then provide validation as to why you answered that way.

In addition, if you are unable to answer the question below, then maybe you are not sufficiently experienced in management,let only IT management, to do the role
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3570
Location: London, UK

PostPosted: Mon Sep 26, 2016 4:22 pm    Post subject: Reply with quote

Arunagiri,

A follow up post so that you understand.

The question had nothing to do with IT Service Management. Instead, it had to deal with management - specifically the interaction between different teams and when individuals do not do their requirements and how to escalate to management and in what manner - aggressive, information, etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
24sa
Itiler


Joined: Nov 27, 2012
Posts: 25
Location: Mumbai

PostPosted: Tue Oct 18, 2016 6:39 pm    Post subject: Reply with quote

Hint for your query -
Learn about hierarchical Escalations and matrices.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.