Answer / nbpatil1

Definitions

Incident:
Any event which is not part of the standard operation of a
service and which causes, or may cause, an interruption to,
or a reduction in, the quality of that service.

Ex: Batch Job failures, Users reporting performance issue

Service Request:
A service request is a request for a specific service that
is not due to disruption (i.e. failures in application)

Ex: Request for User id creation, Request for ad-hoc report

Problem:
A proactive ticket initiated in order to find problems
either before they occur or to reduce the overall number of
incidents by proactive measures or provide a permanent fix
to major incidents/outages.

Work-
around:
Method of avoiding an Incident or Problem, either by a
temporary fix or by a technique that means the Customer is
not reliant on a particular aspect of the service that is
known to have a Problem.

Guidelines for Severity

Severity 1(Critical): A critical business process is
hampered. There is
an immediate loss of sales, production, or other comparable
business on a large scale. The affected users have no
readily available alternative way of performing normal work.

Severity 2(High): A critical business process is impaired.
There is an immediate loss of sales, production, or other
comparable business on a medium scale or losses are largely
recoverable. The affected users have no readily available
alternative ways of performing normal work.

Severity 3 (Medium):A non-critical business process is
hampered. There is an immediate loss of sales, production, or
other comparable business on a small scale. The affected users
have readily available alternative ways of performing normal
work.
Severity 4(Low):A non-critical business process is impaired.
There is no immediate loss of sales, production, or other
comparable business. The affected users have readily
available alternative ways of performing normal work.

Bug fix Vs. New functionality(Change Request-CR)

If the business wants a change to current functionality
(i.e. Item Category Mapping), this is definitely a Change
Request. It is not something that worked one way yesterday
and now works a different way today (i.e. Bug Fix Change
Request), but rather something that the business wants to
work differently than it currently does (i.e. Change
Request). Remember something that does not function as
desired, is not a support activity. Only those things that
do not function as designed. Therefore, this is not
something that the support team should be chasing.

Answer / subha

these questions relate to your project configuration and
customisation but not to your support or probelm resolution
so only the interview was not happy

Now let me put forth my answer

1. Sla refres to the service level agreement that the
customer enter witht he company this is in regards to the
dleivery commitment; transportation; mode of payment ; the
realse status ; terms of payment and cost of project .

Billing rate refres to the cost of project for delivery
the goods

Answer / chander

Well hear the interviewer wanted to know what is your resolution time for the agreed severities. Also what is your projects approach for the SLAs, if SLA is breached what would be the consequence.

Costing part generally is taken care by PM.

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