Q) What is RCA?

Ans – RCA means Root Cause Analysis.

It is the detailed analysis or step by step analysis of the issue done by L2 engineer and if the issue will not resolve after RCA, then it is assign to L3 team with analysis steps.

Q) What is Known Error Database?

Ans – It is the database where we store known issues description and resolution steps. It helps in resolving the issue if we encountered the same issue in future.

Q) What is service request?

Ans – A service request is a user request for information or advice, or for an access to an IT Service or equipment.

For this, we will go for service request in service now, if we are using service now tool for ticketing.

Q) What is incidence?

Ans – An unusual behavior to an IT Service refers as incidence.

For this, we will go for a service now incident ticket if we are using service now tool for ticketing.

Q) What is driving factor?

Ans – The factor by which we will start working on the issue.

Q) If you receive a ticket, then what will you do?

Ans – First I will acknowledge the ticket and assign to a particular person / team (e.g. Unix/Database/Network/Application Tool Support team) if not related to my team as per ticket description.

Q) What will you do when server is down?

Ans –

Steps to proceed: -

1. 1^st alert will come to our outlook saying this server is down.

2. By the help of ping command, we need to check whether the server is up or down.

$ ping <Host Name> or <IP Address>

3. Then we will raise a ticket with server details with issue description and assign it to own.

4. Then we will restart the server by help of some predefined script and if the down issue still won’t resolve we will assign the ticket to Unix or Windows team as per the server configuration with priority.