Service Manager Interview Questions
Interview Questions
Q1. If we used an external organization to help us develop part of our service, what would that be called?
Q2. Can you name a risk that might occur whilst designing a service?
Q3. Can you name 3 types of SLA?
Q4. In your opinion, what should an SLA contain?
Q5. Why would you use SACM?
Q6. What is an OLA?
Q7. Why do we need CSFs?
Q8. When would we create a Service Design Package?
Q9. What type of information would you store in the Service Catalogue?
Q10. Can you give an example of a policy?
Q11. Why would you use Change Management?
Q12. What are the steps you would follow when a Change Request comes in?
Q13. What information would you attach to a Release Policy?
Q14. What inputs do we need before we can being testing a service?
Q15. Can you name 3 types of testing?
Answers to the above questions:
A1
Outsourcing
A2
Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.
A3
* Service based SLA * Customer based SLA * Multi level SLA
A4
Typically, an SLA is made up of any of the following:
* 1.Service name * 2.Clearance information (with location and date) * 3.Contract duration * 4.Description/ desired customer outcome * 5.Service and asset criticality * 6.Reference to further contracts which also apply (e.g. SLA Master Agreement) * 7.Service times * 8.Required types and levels of support * 9.Service level requirements/ targets * 10.Mandated technical standards and specification of the technical service interface * 11.Responsibilities * 12.Costs and pricing * 13.Change history * 14.List of annexes
A5
SACM stands for Service Asset and Configuration Management. By capturing
Q1. If we used an external organization to help us develop part of our service, what would that be called?
Q2. Can you name a risk that might occur whilst designing a service?
Q3. Can you name 3 types of SLA?
Q4. In your opinion, what should an SLA contain?
Q5. Why would you use SACM?
Q6. What is an OLA?
Q7. Why do we need CSFs?
Q8. When would we create a Service Design Package?
Q9. What type of information would you store in the Service Catalogue?
Q10. Can you give an example of a policy?
Q11. Why would you use Change Management?
Q12. What are the steps you would follow when a Change Request comes in?
Q13. What information would you attach to a Release Policy?
Q14. What inputs do we need before we can being testing a service?
Q15. Can you name 3 types of testing?
Answers to the above questions:
A1
Outsourcing
A2
Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.
A3
* Service based SLA * Customer based SLA * Multi level SLA
A4
Typically, an SLA is made up of any of the following:
* 1.Service name * 2.Clearance information (with location and date) * 3.Contract duration * 4.Description/ desired customer outcome * 5.Service and asset criticality * 6.Reference to further contracts which also apply (e.g. SLA Master Agreement) * 7.Service times * 8.Required types and levels of support * 9.Service level requirements/ targets * 10.Mandated technical standards and specification of the technical service interface * 11.Responsibilities * 12.Costs and pricing * 13.Change history * 14.List of annexes
A5
SACM stands for Service Asset and Configuration Management. By capturing