Incident Management

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
Arunagiri
Newbie
Newbie
Posts: 4
Joined: Fri Sep 23, 2016 8:00 pm

Sat Sep 24, 2016 2:51 pm

Scenario :
You’ve 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. It’s 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?


User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Sun Sep 25, 2016 3:48 am

Arunagiri,


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

Change Management is POWER & CONTROL. /....evil laughter
User avatar
Arunagiri
Newbie
Newbie
Posts: 4
Joined: Fri Sep 23, 2016 8:00 pm

Sun Sep 25, 2016 4:32 am

Yes..This is scenario based interview questions.. need help
UKVIKING wrote:Arunagiri,


These are Exam questions so answer them yourself
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Sun Sep 25, 2016 10:49 am

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
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Mon Sep 26, 2016 2:22 am

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
User avatar
24sa
Itiler
Itiler
Posts: 25
Joined: Mon Nov 26, 2012 7:00 pm
Location: Mumbai

Tue Oct 18, 2016 4:39 am

Hint for your query -
Learn about hierarchical Escalations and matrices.
Post Reply