What is the primary role of an IT Service Analyst?
To act as a bridge between IT and the business, managing service requests, incidents, and ensuring IT services meet business needs efficiently.
Explain the difference between an Incident, a Service Request, and a Problem.
Incident: An unplanned interruption (e.g., "I can't log in"). Service Request: A standard, pre-approved change (e.g., "I need software installed"). Problem: The root cause of one or more incidents.
What is ITIL and why is it important?
ITIL is a framework of best practices for IT Service Management (ITSM). It provides standardized processes for delivering and managing IT services effectively.
Describe the Incident Management lifecycle.
Identification, Logging, Categorization, Prioritization, Initial Diagnosis, Escalation, Resolution, and Closure.
How do you prioritize an incident?
Based on Impact (number of users affected) and Urgency (how quickly a resolution is required). High Impact + High Urgency = Highest Priority.
What is an SLA and how do you ensure it's met?
A Service Level Agreement defines expected service quality. It's met by monitoring ticket queues, prioritizing correctly, and communicating proactively to manage expectations.
What is the purpose of a Known Error Database (KEDB)?
To provide a repository of previous Problems and their solutions, enabling faster resolution for recurring incidents.
What are the key steps in Problem Management?
Problem Identification, Problem Analysis (RCA), Workaround Creation, Known Error Record Creation, and Resolution via Change Management.
What is the role of a Service Catalog?
To provide a centralized list of IT services available to users, along with details on how to request them.
What tools are commonly used in IT Service Management?
ServiceNow, Jira Service Management, BMC Helix, and Zendesk.
A user reports a critical application is down. What are your first steps?
Quickly gather initial info (error message, user ID), log the ticket with high priority, inform users of an outage, and escalate to the relevant technical team immediately.
How do you handle a situation where you cannot resolve a user's issue immediately?
I set clear expectations, provide a timeline for the next update, and communicate proactively until the issue is resolved.
How do you explain a complex technical issue to a non-technical user?
I use simple, relatable analogies and focus on the impact and the solution, avoiding technical jargon.
Describe your experience with Root Cause Analysis (RCA).
I use techniques like the "5 Whys" or fishbone diagrams to systematically trace an issue back to its underlying cause to prevent recurrence.
A user is frustrated and angry. How do you handle the conversation?
I listen actively, empathize with their situation, apologize for the inconvenience, and focus on the steps I will take to help them.
What is the importance of communication in an IT Service role?
It manages user expectations, builds trust, and ensures a coordinated response between technical teams and the business.
How do you ensure the quality of your work when handling multiple tickets?
By adhering to processes, prioritizing effectively, taking clear notes, and not rushing to avoid mistakes.
What is Change Management and why is it critical?
A process to control, track, and authorize all changes to the IT environment to minimize the risk of service disruptions.
Tell me about a time you improved a process.
(Example) I noticed a recurring issue and documented a fix in the knowledge base, which reduced ticket volume for that issue by 50%.
What are the most important qualities for an IT Service Analyst?
Strong communication, problem-solving skills, patience, process-oriented thinking, and a customer-service mindset.
Bonus Question: What is the difference between a Major Incident and a standard Incident?
A Major Incident causes significant business disruption and often triggers a separate, expedited process with high-level coordination and communication.
