TechOps Junior Level Interview Questions
Create a script that takes a directory name as input and displays the total size of all the files in it:
#!/bin/bash echo "Enter the directory name: " read directory_name total_size=$(du -sh $directory_name | cut -f1) echo "Total size of all files in $directory_name: $total_size"
What is ITIL?
ITIL stands for Information Technology Infrastructure Library, a set of best practices for managing and delivering IT services.
Create a script that takes a number as input and prints the multiplication table for that number:
echo "Enter a number: " read number for ((i=1; i<=10; i++)); do echo "$number * $i = $((number * i))" done
Create a script that takes a file name as input and counts the number of lines in it:
#!/bin/bash echo 'Enter the file name: ' read file_name line_count=$(wc -l < $file_name) echo 'Number of lines in $file_name: $line_count'
What is a Service Level Agreement (SLA) in ITIL?
A formal agreement between an IT service provider and its customer that defines the level of service that will be provided, including the metrics that will be used to measure performance.
What Is Load Balancing?
A simple technique for distributing workloads across multiple machines or clusters. The most common and simple load balancing algorithm is Round Robin. In this type of load balancing the request is divided in circular order ensuring all machines get equal number of requests and no single machine is overloaded or underloaded. The Purpose of load balancing is to: a. Optimize resource usage (avoid overload and under-load of any machines) b. Achieve Maximum Throughput c. Minimize response time Most common load balancing techniques in web based applications are d. Round robin e. Session affinity or sticky session f. IP Address affinity
What is the difference between summation and addition?
Addition is done between two arguments whereas summation happens over n elements. Addition: import numpy as np arr1 = np.array([1, 2, 3]) arr2 = np.array([6, 5, 3]) newarr = np.add(arr1, arr2) print(newarr) This would produce [7, 7, 6] Summation: import numpy as np arr1 = np.array([1, 2, 3]) arr2 = np.array([6, 5, 3]) newarr = np.sum([arr1, arr2]) print(newarr) This would produce 20
What is the difference between an absolute path and relative path ?
An absolute path is the full path to a file or directory, starting from the root directory of the file system. Absolute paths always start with the root directory, represented by the forward slash '/' on Linux and Unix-like systems, or the drive letter (C:) on Windows systems. They also provide the complete address of the file or folder. For example, the absolute path of a file called 'example.txt' located in the '/home/user/documents' directory on a Linux system would be '/home/user/documents/example.txt'. A relative path, on the other hand, is a file path that is relative to the current working directory. It does not include the complete address of the file or folder. Instead, it only specifies the location of the file or directory relative to the current working directory. For example, if the current working directory is '/home/user/documents', the relative path of a file called 'example.txt' located in the same directory would be 'example.txt'. Relative paths are useful when you want to refer to a file or directory that is located in the same directory or a subdirectory of the current working directory, whereas absolute paths are useful when you want to refer to a file or directory that is located anywhere in the file system.
What is the difference between an incident and a problem in ITIL?
An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. A problem is the underlying cause of one or more incidents.
What Is Round-Robin Load Balancing?
Another of the simplest methods for distributing client requests across a group of servers. Going down the list of servers in the group, the round‑robin load balancer forwards a client request to each server in turn. When it reaches the end of the list, the load balancer loops back and goes down the list again (sends the next request to the first listed server, the one after that to the second server, and so on).
Can you explain the difference between authentication and authorization? How do they contribute to the overall security of an application or system?
Authentication is the process of verifying the identity of a user, device, or system. It ensures that the entity trying to access the system is who they claim to be. Authorization, on the other hand, determines the level of access and permissions granted to an authenticated entity. It ensures that users or systems can only access the resources they are allowed to. Both authentication and authorization are crucial for maintaining the overall security of an application or system by restricting access to sensitive resources and data.
What is the difference between wget and curl in Linux?
Both wget and curl are command-line utilities in Linux used for downloading files from the internet. The main difference between them is that wget is designed to download files recursively and can continue interrupted downloads, while curl is designed to transfer data to or from a server and supports more protocols, such as FTP, LDAP, and SMTP. curl can also be used to send HTTP requests with specific headers and cookies, and can perform multiple requests in parallel.
How can you free up space in a Linux server?
Check disk usage: Use the df command to check overall disk usage. Identify large files and directories: Use the du command to find large files and directories. Full command with options would be du -h --max-depth=1 /YourDirectory Analyze files: Use the file command to determine the file type and vi for the content if necessary. file /Path/Filename Find out who owns the file and what permissions you have to determine if you should and if you can delete it. ls -l /Path/Filename Remove the files. You can use commands like rm (with the -r option also) and rmdir.
What are the different layers in a distributed system, where cache can be implemented?
Caching can be implemented in the following layers. a. Client caching - Caching on the client side (browser) b. CDN caching - A Content Delivery Network (CDN) which is a globally distributed network of proxy servers, typically serving static content, is considered a type of cache. c. Web server caching - Caching on the web server or proxy server side, which enables returning client response without contacting the application servers or databases. d. Application server caching - Caching on the application server side, which enables returning client response without contacting the database. e. Database caching - Caching on the database side, which enables returning client response without executing the queries.
What is the difference between centralized and distributed SCM (Source Code Management)?
Centralized SCM has a single repository that contains all the code changes, whereas distributed SCM allows each developer to have their own copy of the repository, which they can make changes to and merge with other developers changes.
What is change management in ITIL?
Change management is the process of managing changes to IT services in a controlled and consistent manner. The objective of change management is to minimize the risk of disruption to IT services while ensuring that changes are implemented efficiently and effectively.
A user reports they accidentally deleted a critical file. What steps would you take?
Id first check if the file is in the trash bin if the system has one or if there is a recent backup available. If not, and if the file system supports it, I might try using a file recovery tool (example testdisk, but you would need to install it).
What are the benefits of implementing ITIL?
Implementing ITIL can help organizations improve their IT service management processes, increase customer satisfaction, reduce costs, and improve their overall business performance.
What is a dictionary in Python?
Dictionaries are used to store data values in key:value pairs.A dictionary is a collection which is ordered*, changeable and do not allow duplicates. As of Python version 3.7, dictionaries are ordered. In Python 3.6 and earlier, dictionaries are unordered.
You find that a system is swapping heavily. How would you identify which processes are using the most swap space?
I would use the top or vmstat command to confirm that the system is swapping. To identify which processes are using swap, I could use smem -rs command, which shows swap usage per process.
You find a process thats stuck and not responding. How do you deal with it?
First, I would attempt to stop the process using the kill -19 command with its process ID. You can use kill -18 to continue it again and see if it works. If that didnt work, I would try forcefully killing it using kill -9 and then rerun the binary.
Youre the IT Service Manager at a large organization that has just implemented a new email system. Many users are submitting tickets with issues about the new system. What ITIL process would you use to manage these incidents, and how would you apply it?
I would apply the ITIL Incident Management process. Id ensure the Service Desk is adequately staffed and trained to handle these incidents, work with technical teams to build a knowledge base of common issues and their solutions, prioritize incidents based on their impact and urgency, and follow up with users to confirm their issues have been resolved.
A user cant execute a binary file they just downloaded. What could be the problem and how would you solve it?
I would check the file permissions first with ls -l. If execute permission is missing, I would add it with the chmod command. If its a script, Id check that the script has a valid shebang line (#!/bin/bash). If none of these work, Id run file to verify that its a valid binary file.
A user complains they cant log into the system. Walk me through your troubleshooting steps.
I would first check if the user is entering the correct username and password (hidden password can make you write passwords incorrectly, or you could have num lock or caps lock on, etc). If the credentials are correct, Id then look at the /etc/passwd and /etc/shadow files to verify that the user account is not locked or expired and that it exists and that the data hasn't been corrupted. Also, make sure that the users shell is not set to /sbin/nologin. If that doesnt resolve the issue, I would check the system logs for any clues as to why the login might be failing (examples could be /var/log/auth.log, /var/log/secure, or /var/log/messages)
How would you track down the cause of a high-load situation in a Unix based system?
I would first use commands like top, htop, or ps to get a real-time view of system activity and to identify the processes consuming the most resources. Once identified, I would investigate the specifics of that process, meaning why its using so much CPU or memory. This could involve looking at logs, error codes, examining the process files, or checking network traffic.
How would you determine if a server is experiencing network connectivity issues?
I would start by using ifconfig to check the status of the network interfaces, the ping command to test basic connectivity to the network gateway or other known hosts. If connectivity seems intermittent or slow, I might use traceroute or mtr to identify where the connection is having problems. I would also check the DNS resolution through nslookup and dig.
A particular Unix command isnt behaving as expected. How would you go about diagnosing the problem?
I would start by using the man command to check the manual pages and --help for correct usage. If I am using it correctly, I would try the --verbose or --debug flag, if available, to get more output about whats happening. Id also check if there are environment variables that could affect the behavior of the command.
You suspect that a problem on a system might be related to a disk space issue. What steps would you take to confirm this?
I would use the df -h command to check the overall disk usage on all mounted filesystems. If a filesystem is close to full, Id then use the du -sh * command in the suspect directories to find out where the most disk space is being used.
How would you troubleshoot a file permission issue?
I would use the ls -l command to check the permissions on the file. If a user should have access and does not, I might modify the permissions with chmod, or change the files group with chgrp, or change the owner with chown.
What is an inode number and how can I view it in Linux ?
In Linux and other Unix-like operating systems, an inode (short for index node) is a data structure that stores information about a file or a directory on a file system. Each file and directory on a file system has a unique inode number associated with it, which is used to identify it internally by the file system. An inode contains information such as the files owner, permissions, timestamps, and the location of the files data on the storage device. You can view the inode of a file by doing the command: ls -i filename You can search for a file with a specific inode number via the find command: find / -inum 12345
What are functions in Python?
In Python, a function is a block of code that performs a specific task and can be reused throughout a program. Functions are defined using the "def" keyword, followed by the function name, parentheses, and a colon. The code that belongs to the function is indented below the function definition. This would be an example: def add_numbers(a, b): return a + b
What are Python Modules?
In Python, a module is a file containing Python code, usually with a .py extension, that can be imported and used in other Python programs. A module can define functions, classes, variables, or other objects, which can be accessed by other modules or scripts through the import statement. Python comes with a large standard library that includes many useful modules, and there are also many third-party modules available for specific tasks or purposes. Modules allow code to be organized and reused, making it easier to develop and maintain Python programs.
What is mutability in Python?
In Python, mutability refers to the ability of an object to change its state. An object is considered mutable if its state can be modified after its creation, while an object is considered immutable if its state cannot be changed once created. Common examples of mutable objects include lists, dictionaries, and sets, while common examples of immutable objects include numbers, strings, and tuples. Whether an object is mutable or immutable affects how it can be used and manipulated in your Python code.
What does the command 'lsof' do in unix ?
In Unix it stands for 'list open files' and is used to display information about files opened by processes on a Unix-based system. When you run the command, it will show a list of all files that are currently open, including regular files, directories, network sockets, and more. It can also provide details about the processes that have opened those files, such as process ID, user, and command name.
What is incident management in ITIL?
Incident management is the process of identifying, managing, and resolving IT incidents to minimize their impact on the organization and its customers.
You're trying to start a service, but its not running. What would be your initial steps to troubleshoot this issue?
Initially, Id verify the status of the service using the command like systemctl status nameOfTheService If its not running, Id attempt to start it and check for any error messages. If the service fails to start, Id check the system and application logs for any error messages to understand the underlying issue.
What is the significance of the root account and how do you become root?
Known as the superuser or administrator account, it is a special user account in Linux and other Unix-like operating systems that has full access to all files, directories, and system resources. The root account is typically used for system administration tasks such as installing software, configuring system settings, and managing user accounts. To become root you can use the 'su' command, which stands for Switch User, you can use the 'sudo' command to run a command temporarily as root, or you can run 'sudo bash' to start the bash terminal in super user mode, or 'sudo -i' etc.
What is 'grep' command and what are its options?
It is a command-line utility used to search for patterns inside the content of files or output. It has several options that modify its behavior, including -i to ignore case, -v to invert the search, -r to recursively search through files inside of directories, -c to display the count of matching lines, and -n to display line numbers along with matching lines.
What is Caching?
It is a high-speed data storage layer which stores a subset of data, typically transient in nature, so that future requests for that data are served up faster than is possible by accessing the data's primary storage location. Caching allows you to efficiently reuse previously retrieved or computed data.
What is encryption, and why is it important for securing data? Can you provide an example of when you might use encryption in a production environment?
It is a method of converting data into an unreadable format using cryptographic algorithms. The primary purpose of encryption is to protect the confidentiality of data by ensuring that only authorized parties with the correct decryption key can access the original data. In a production environment, encryption is essential for securing sensitive data, both in transit (e.g., communication between client and server) and at rest (e.g., stored in a database). An example of using encryption in a production environment is protecting user passwords stored in a database by hashing and salting them or encrypting sensitive data exchanged between clients and servers using SSL/TLS.
What is a CI/CD Pipeline ?
It is a series of processes that facilitate the practice of Continuous Integration (CI) and Continuous Deployment (CD) in software development. The main goal of a CI/CD pipeline is to automate the steps involved in building, testing, and deploying software, allowing for faster and more reliable delivery of new features and bug fixes. Heres a brief overview of the key concepts: a. Continuous Integration (CI): CI is the practice of frequently integrating code changes into a shared repository. Developers commit their changes multiple times a day, and each commit is automatically built and tested to catch errors and potential conflicts early. CI helps to ensure that the codebase remains in a consistently deployable state. b. Continuous Deployment (CD): CD is the practice of automatically deploying the integrated and tested code to production environments with minimal human intervention. This process allows for faster delivery of new features and bug fixes, reducing the time between a commit and the changes being available to users. A typical CI/CD pipeline consists of several stages, including: c. Code Commit: Developers commit their code changes to a version control system (e.g., Git). d. Build: The pipeline automatically compiles the code and creates a build artifact, such as a binary, container image, or package. e. Test: Automated tests (unit tests, integration tests, etc.) are run to validate the correctness and stability of the build artifact. If any test fails, the pipeline stops, and developers are notified to fix the issue. f. Deployment to staging: If tests pass, the pipeline deploys the build artifact to a staging environment, which is a replica of the production environment. g. Additional testing: Further tests, such as performance tests or user acceptance tests, may be conducted in the staging environment to validate the build artifact in a production-like setting. h. Deployment to production: If all tests pass, the pipeline automatically deploys the build artifact to the production environment, making the changes available to end-users.
What is DevOps?
It is a set of practices that combines software development and IT operations to shorten the systems development life cycle and provide continuous delivery of high-quality software. The goal of DevOps is to establish a culture of collaboration and communication between development and operations teams, and to create a feedback loop to enable continuous improvement in both software and infrastructure. The DevOps approach emphasizes automation, monitoring, testing, and deployment, with the goal of enabling faster, more frequent releases of software. By implementing DevOps practices, organizations can achieve faster time-to-market, higher quality software, and improved efficiency and productivity.
What is a build tool?
It is a software tool that automates the process of building and packaging software applications. Examples of build tools include Apache Maven and Gradle.
What is a binary repository?
It is a storage location for compiled software components, such as libraries, plugins, and other artifacts. Binary repositories are used to store and manage these components and their dependencies.
What is the Software Development Life Cycle, and can you name some of the phases?
It is a structured process that enables the production of high-quality, low-cost software, in the shortest possible production time. The SDLC defines and outlines a detailed plan with stages, or phases, that each encompass their own process and deliverables.
What is a package manager?
It is a tool used to manage and install software packages and dependencies. Examples include npm for JavaScript and pip for Python.
What is a repository manager?
It is a tool used to store and manage software artifacts, such as binaries and packages. It allows for versioning, security, and distribution of these artifacts.
What is a security incident, and what steps would you take as a Production Support Analyst if you suspected a security incident had occurred?
It is an event that could potentially compromise the confidentiality, integrity, or availability of an organizations systems or data. Examples include unauthorized access, data breaches, malware infections, or denial-of-service attacks. If I suspected a security incident had occurred, I would take the following steps as a Production Support Analyst: a. Immediately report the incident to the appropriate team or individual responsible for security incident response within the organization. b. Follow the organizations incident response plan, which should include guidelines on preserving evidence, containing the incident, and coordinating with other teams. c. Assist in the investigation, containment, and remediation of the incident by providing relevant information and logs, as well as applying patches or fixes as needed. d. Monitor systems and applications closely to detect any signs of further compromise or recurrence of the incident. e. After the incident has been resolved, participate in a post-incident review to identify lessons learned and improve the organizations security posture and incident response capabilities.
What is the importance of security patching in a production environment, and how would you ensure that patches are applied in a timely manner?
It is crucial in a production environment to protect systems and applications against known vulnerabilities. Regularly applying security patches ensures that potential exploits are addressed and reduces the risk of a security breach. To ensure patches are applied in a timely manner, a production support analyst should: a. Stay informed about new security updates and patches for the technologies used in the production environment. b. Develop and maintain a patch management process that includes assessing, testing, and deploying patches. c. Coordinate with other teams, such as development and QA, to ensure that patches are tested and applied with minimal impact on the production environment. d. Monitor the success of patch deployment and address any issues that arise during the process.
What would be your process of helping to resolve a technical issue that a disgruntled client is facing?
It is important to approach technical issues with empathy, patience, and a willingness to help the client resolve their issue. Here are the general steps I would take to help resolve a technical issue that a disgruntled client is facing: a. Listen actively: Listen to the clients description of the issue, ask questions to clarify the problem, and demonstrate understanding and empathy. b. Gather information: Gather as much information as possible about the issue, including error messages, logs, and other relevant details. c. Acknowledge the issue: Acknowledge the clients frustration and assure them that you will work to resolve the issue as quickly as possible. d. Escalate if necessary: If the issue is beyond your ability to resolve, escalate it to a higher level of support or to the development team. e. Communicate regularly: Keep the client informed of progress, provide regular updates on the status of the issue, and communicate any changes in timelines or expectations. f. Troubleshoot the issue: Use troubleshooting techniques to identify the root cause of the issue and work to resolve it. This may involve testing the application, reviewing code, analyzing logs, checking with your knowledge base and documentation, or working with third-party services. g. Provide a solution: Once the issue is identified, provide a solution that addresses the problem and prevents it from recurring. h. Test the solution: Test the solution to ensure that it resolves the issue and that the application is functioning properly. i. Follow up: Follow up with the client to ensure that the issue is fully resolved, and offer additional support or assistance as needed. j. Document the issue: Document the issue and the steps taken to resolve it, to help prevent similar issues from occurring in the future.
What is the "Shell" and what are some examples?
It is the outermost layer of the operating system, allowing the end-user to interface with the system. Shells incorporate a programming language to control processes and files, as well as to start and control other programs. The shell manages the interaction between you and the operating system by prompting you for input, interpreting that input for the operating system, and then handling any resulting output from the operating system. Shells provide a way for you to communicate with the operating system. This communication is carried out either interactively (input from the keyboard is acted upon immediately) or as a shell script. A shell script is a sequence of shell and operating system commands that is stored in a file. These are examples of shells: a. C Shell (csh): It is like C syntax and provides spelling checking and job control. b. Korn Shell (ksh): This is a high-level programming language shell. c. Z Shell (Zsh): It provides some unique nature like it observes login/logout watching, file name generating, startup files, closing comments. d. Bourne Again Shell (bash): It is the default to Linux distributions.
What is merging in SCM?
It is the process of combining changes made on one branch with changes made on another branch. This allows different versions of the code to be merged together while keeping track of any conflicts that may arise.
What is branching in SCM?
It is the process of creating a copy of the codebase to work on separately. This allows for changes to be made without affecting the main codebase until the changes are ready to be merged back in.
What is dependency management?
It is the process of identifying and the dependencies required by a software project. This involves managing the versions and configurations of dependencies, as well as resolving conflicts and ensuring compatibility.
What is source code management?
It is the process of managing changes to source code over time. This includes version control, change tracking, and collaboration tools to manage the development process.
What are lambda functions in Python ?
Lambda functions are anonymous functions in Python that are defined using the "lambda" keyword. They are small and simple functions that can take any number of arguments but can only have one expression. The expression is evaluated and returned when the function is called. Lambda functions are useful when you need to write simple functions quickly, without the need for a full function definition using the "def" keyword. An example could be: x = lambda a, b : a * b print(x(5, 6)) This would give the result of the expression, which is equal to 30
What is numpy used for?
NumPy is a library in Python used for numerical computing. It provides support for arrays and matrices, allowing for the efficient computation of mathematical and statistical operations on large sets of data. It also provides tools for integrating with other scientific computing libraries, such as Pandas and Matplotlib. NumPy is widely used in data science and machine learning for tasks such as data preprocessing, numerical optimization, and linear algebra.
Youre unable to install a package on a Unix system. What could be the possible issues and how would you solve them?
Potential issues could include lack of disk space, missing dependencies, if the package manager is in use or when there are package conflicts. Id check error messages and use that to figure out a solution.
What is the 3-way TCP Handshake process?
The "three-way handshake" is used to establish a connection between two devices in a TCP/IP network. The handshake consists of three steps: SYN (Synchronize): The client initiates the connection by sending a TCP packet with the SYN (synchronize) flag set. This indicates the client's desire to establish a connection. The client also sends an initial sequence number (ISN) in this packet. SYN-ACK (Synchronize-Acknowledge): Upon receiving the SYN packet, the server responds with a TCP packet that has both the SYN and ACK (acknowledge) flags set. The server acknowledges the client's SYN by including the client's ISN incremented by one in the ACK number field. The server also sends its own ISN. ACK (Acknowledge): Finally, the client sends a TCP packet with the ACK flag set, acknowledging the server's SYN by including the server's ISN incremented by one in the ACK number field. This completes the three-way handshake, and the connection is established.
What is piping in Linux?
The 'pipe' symbol (|) is used to connect the output of one command to the input of another. This allows for chaining multiple commands together.
What is the 4 dimensions model ?
The 4 Dimensions model is a framework in ITIL v4 that helps organizations consider and manage the various factors that can affect the delivery and management of IT services. The four dimensions of the model are: a. Organizations and people: This dimension includes the organizational structure, culture, skills, and competencies of the people involved in delivering and managing IT services. b. Information and technology: This dimension includes the information and technology used to deliver and manage IT services, including hardware, software, and data. c. Partners and suppliers: This dimension includes the external partners and suppliers that are involved in delivering and managing IT services, such as vendors, contractors, and other third-party providers. d. Value streams and processes: This dimension includes the end-to-end processes and workflows used to deliver IT services, as well as the value streams that support them.
Youre an IT manager and youve identified a set of changes that need to be made to your IT services to increase efficiency. Which ITIL process should you follow to ensure these changes are implemented effectively?
This would involve the Change Management process. I would record and classify the change, assess the risk, schedule and coordinate the change, test the change, implement it, and review and close the change record.
How would you configure a service level agreement (SLA) in ServiceNow?
To configure a service level agreement (SLA) in ServiceNow, you would need to log in to the ServiceNow instance and navigate to the "SLA" module. You would then click on the "New" button to create a new SLA. You would need to fill in the required fields such as the name, description, and priority. You would also need to configure the SLA rules, such as the response and resolution times, by clicking on the "Add rule" button.
What is the SUID bit ?
The Set User ID bit is a permission bit in Linux and other Unix-like operating systems that allows a user to execute a file with the permissions of the files owner. When a file has the SUID bit set, the operating system will temporarily elevate the users privileges to those of the files owner when the file is executed. This allows a user to perform tasks that would otherwise be unavailable to them. The SUID bit is represented by the letter 's' in the user execute position in the output of the ls -l command. An example of a file that has the SUID bit set is the passwd command, which is used to change a users password. This command needs to be able to read and write to the /etc/shadow file, which is owned by the root user and is not readable by regular users. By setting the SUID bit on the passwd command, regular users can execute the command with the permissions of the root user and change their own password. Setting the SUID bit on a file can be done by using the command chmod +s <file> or chmod u+s <file>.
What is difference between 'more' and 'cat' command?
The command 'cat' is used to print all of the content of a file onto the standard output stream, while 'more' is used to view the content of a file one screen at a time (if the file is large) and also allows the user do scroll up and down through the page.
What is the command 'free' used for ?
The command is a Linux command-line utility that displays the amount of free and used memory in the system. When you run the free command, it displays the total amount of memory (both physical and swap memory), the amount of used memory, and the amount of free memory. It also displays information on the buffers and cache used by the system.
What does the 'netstat' command do?
The command is a tool for displaying information about network connections, routing tables, and network interface statistics on Unix-based systems. Its useful for network troubleshooting and monitoring.
What is the Linux Kernel?
The core interface between a computer's hardware and its processes. It communicates between them, managing resources as efficiently as possible.
A user approached you saying he is facing an issue with an application. How would you troubleshoot the problem, if this issue was the first time that it occurred?
The general steps I would take to troubleshoot the app: a. Identify the problem: Ask the user to provide specific details about the issue they are experiencing, such as error messages, unexpected behavior, or any recent changes made to the application or the environment its running in. b. Replicate the issue: Attempt to replicate the issue on my end, either by accessing the application or by requesting the user to provide access to the application if necessary. c. Check the logs: Check the application logs for any error messages or warnings that may indicate the cause of the issue. This may require accessing the application server or requesting access to the logs from the user. d. Test the application components: Test the application components, such as the database, server, or third-party services, to verify that they are functioning properly and are not causing the issue. e. Debug the application code: Debug the application code to locate the source of the issue, if the problem is related to the application code. This may involve analyzing the code, reviewing recent changes, and using debugging tools to identify the problem. f. Implement a fix: Implement a fix for the issue, which may involve updating the application code, modifying configuration settings, or making changes to the environment. g. Test the fix: Test the fix to ensure that the issue is resolved and that the application is functioning properly. h. Communicate with the user: Communicate with the user to inform them of the issue and the steps taken to resolve it, and ensure that they are satisfied with the solution. i. Document the issue: Document the issue and the steps taken to resolve it, to help prevent similar issues from occurring in the future.
What are the guiding principles in ITIL?
The guiding principles in ITIL are a set of recommendations that can help organizations adopt and adapt ITIL best practices. The guiding principles include focusing on value, starting where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate. a. Focus on value: The primary focus of service management should be on creating value for the organization and its customers. b. Start where you are: Organizations should build on existing processes and systems rather than starting from scratch. c. Progress iteratively with feedback: Service management processes should be continually evaluated and improved through feedback and iteration. d. Collaborate and promote visibility: Collaboration and transparency are critical for effective service management. e. Think and work holistically: Service management processes should be viewed and managed as a holistic system rather than individual parts. f. Keep it simple and practical: Service management should be kept as simple and practical as possible, avoiding unnecessary complexity and bureaucracy. g. Optimize and automate: Service management processes should be optimized for efficiency and effectiveness, and automation should be used wherever possible to reduce manual effort and error.
What is Service Strategy in ITIL?
The process of defining and developing an IT service strategy that aligns with the organizations overall business goals and objectives.
What is Service Design in ITIL?
The process of designing and developing IT services that meet the needs of the organization and its customers.
What is a Problem Management in ITIL?
The process of identifying and resolving the root causes of IT problems to prevent them from recurring in the future.
What is Service Operation in ITIL?
The process of managing and delivering IT services on a day-to-day basis, ensuring that they are available, reliable, and meet the needs of the organization and its customers.
What is Service Transition in ITIL?
The process of managing the transition of new or modified IT services from development to production, ensuring that they are tested, validated, and ready for use.
What is Continual Service Improvement in ITIL?
The process of reviewing and improving IT services and processes to ensure that they continue to meet the needs of the organization and its customers.
What is the purpose of the service portfolio in ITIL?
The purpose is to help organizations manage their IT services and ensure that they align with the organizations overall business strategy and goals. The service portfolio is a comprehensive list of all IT services provided by an organization.
What is the role of the service desk in incident management?
The service desk is responsible for receiving, recording, and managing incidents reported by users or detected by monitoring tools. The service desk is also responsible for communicating with users and keeping them informed about the status of their incidents.
What is the service value system (SVS) in ITIL?
The service value system (SVS) is a framework for the management of IT services in accordance with ITIL best practices. It consists of several components, including the guiding principles, governance, the service value chain, and continual improvement.
The system seems slow, but CPU usage and memory usage are both low. What could be the problem and how would you investigate?
The slowness might be due to disk I/O or network issues. Id check disk I/O with iostat or iotop, and network issues with netstat, nethogs, or iftop. We can also check the log files to see if any disk errors occurred. Even the uptime command could help to check if the machine has been up too long and may require a restart.
What are the stages of the service value chain in ITIL?
The stages of the service value chain in ITIL are Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support.
If you wanted to delete file, which permission would you need?
The write permission
What are the different ITIL processes?
There are five core processes in ITIL: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
What are symbolic links and how are they created?
They act similarly to shortcuts in Windows. Such links point to programs, files or directories. It also allows you instant access to it without having to go directly to the entire pathname.
Explain about 'chown' command?
This command in Linux is used to change the ownership of a file or directory. It stands for "change owner". The basic syntax of the command is: chown [options] owner:group file
What does the command 'chmod' allow you to do?
This command is used to change the permission of files and directories. You can change permissions in the octal or symbolic way. Octal permissions are r=4 w=2 x=1 for the users u=user/owner g=primary group and o=others. Symbolic method includes a=all users , on top of the beforementioned ones. There you can use the = sign to set permissions, the + sign to add permissions, or - sign to remove permissions.
An IT service repeatedly fails due to a recurring issue. The problem has been temporarily fixed each time, but it continues to happen. How would you address this according to ITIL best practices?
This falls under Problem Management. The goal of Problem Management is to identify and remove recurring incidents or incidents with high impact. I would initiate a problem record, perform root cause analysis, identify a workaround if available, and eventually find a permanent solution to prevent future occurrences.
How would you create a new incident ticket in ServiceNow?
To create a new incident ticket in ServiceNow, you would need to log in to the ServiceNow instance and navigate to the 'Incidents' module. You would then click on the 'Create New' button, fill in the required fields such as the short description, priority, and category, and then click on the 'Submit' button.
How would you create a new project in Jira and add users to it?
To create a new project in Jira and add users to it, you would need to log in to the Jira instance and navigate to the "Projects" section. You would then click on the "Create Project" button, fill in the required fields such as the project name and key, and then click on the "Create" button. After the project is created, you would need to navigate to the "Project settings" and then click on the "People" tab. Here you can add users to the project by clicking on the "Add people" button and entering the usernames.
How would you link an issue in Jira to an incident in ServiceNow?
To link an issue in Jira to an incident in ServiceNow, you would need to first get the incident number from ServiceNow, then navigate to the specific issue in Jira and click on the "More" button, then select "Link" option. Here you can enter the incident number, and select the correct ServiceNow instance and type of link, such as "Relates to" or "Duplicates" and then click on the "Link" button.
How do you schedule a task to run automatically using crontab in Linux?
To schedule a task to run automatically using crontab in Linux, you can use the following steps: a. Open a terminal and type 'crontab -e' to open the crontab configuration file. This is what you would see: b. Add a new line with the schedule and command that you want to run. * * * * * minute / hour / day / month / day of the week 0 9 * * * /path/to/command (this will run the command at 9AM everyday) c. The first five stars represent the schedule as displayed in the image above, and after that goes the command to be executed. d. Save the changes to the crontab configuration file. e. To see the list of scheduled tasks, use the command 'crontab -l'
How would you set up an email notification in ServiceNow to notify the support team when a new incident is created?
To set up an email notification in ServiceNow to notify the support team when a new incident is created, you would need to log in to the ServiceNow instance and navigate to the "System Policy" module. Here you can create a new system policy that runs a script to send an email notification when a new incident is created. The script would need to be written in JavaScript and would need to use the GlideEmailOutbound class to send the email.
What is the difference between a tuple and a list ?
Tuples are immutable, meaning that once you define a tuple, you cannot change its elements. On the other hand, lists are mutable, and you can modify them as needed. The syntax for creating a tuple uses parentheses ( ), while lists use square brackets [ ]. Tuples are faster than lists in terms of performance, because they are immutable, so Python can optimize memory usage for tuples more easily. Example: If we have this : list_num = [1,2,3,4] tup_num = (1,2,3,4) If we decided to change a list: list_num[2] = 5 print(list_num) We would get this as a result:[1, 2, 5, 4] If we tried to change a tuple: tup_num[2] = 5print(tup_num) We would get this error as a result: Traceback (most recent call last): File "./prog.py", line x, in <module> TypeError: 'tuple' object does not support item assignment
What is type conversion in Python?
Type conversion in Python refers to the process of converting a value from one data type to another. There are two main types of type conversion: implicit and explicit. Implicit type conversion is automatically performed by the Python interpreter when the data type of the value being assigned to a variable is different from the data type of the variable. For example, if you assign an integer value to a variable that was previously defined as a string, the integer will be implicitly converted to a string. Explicit type conversion, also known as type casting, is when you explicitly convert a value from one data type to another using type conversion functions. Examples of these functions in Python are int(), float(), str(), hex(), oct() etc. You can use explicit type conversion when you want to ensure that a value is stored in a specific data type or when you want to make sure that a value is of a specific data type before performing certain operations on it.
What is the difference between UDP and TCP? Which is better? What is a TCP sequence Number?
UDP (User Datagram Protocol) and TCP (Transmission Control Protocol) are two core communication protocols used in the Internet Protocol (IP) suite. They serve different purposes and have distinct characteristics: UDP: Connectionless: Does not establish a connection before data transmission. Unreliable: Does not guarantee the delivery of data packets. Lost or out-of-order packets are not retransmitted. Faster: Since there is no connection setup or error-checking, UDP has lower overhead and is faster. Applications: Suitable for real-time applications like VoIP, video streaming, gaming, and DNS resolution, where speed is more critical than perfect packet delivery. TCP: Connection-oriented: Establishes a connection between the sender and the receiver before data transmission. Reliable: Ensures the delivery of data packets in the correct order. If packets are lost or corrupted, they are retransmitted. Slower: Connection setup, error-checking, and retransmissions introduce overhead and make TCP slower than UDP. Applications: Suitable for applications requiring high reliability and accurate data transfer, such as email, file transfer, and web browsing. Neither protocol is inherently better; they serve different purposes, and the choice depends on the application's requirements. A TCP Sequence Number is an integral part of the TCP protocol. It is a 32-bit number assigned to each byte of data transmitted, which helps maintain the order of the data packets during transmission. Sequence numbers allow the receiving end to reassemble the data packets in the correct order, manage flow control, and request retransmission of lost packets. The initial sequence number is randomly chosen at the start of a connection, and it increments for each byte of data transmitted.
How would you delete files that haven't been modified in more than 7 days?
Use the command: find /pathToTheFile/fileName -type f -mtime +7 -exec rm {} \; Instead of -exec rm, you can also use the -delete option: find /pathToTheFile/fileName -type f -mtime +7 -delete
What is the difference between using the 'scp' command to copy a file from your local machine to a remote machine, compared to copying a file from a remote machine to your local machine?
When copying a file from your local machine to a remote machine, you specify the path and filename of the local file as the source, followed by the username, hostname, and destination path of the remote machine as the destination. For example: scp /pathToYourFile/sourceFileName username@IPAddressOfRemoteHost:/pathYouWantTheFileSavedIn/destinationFileName When copying a file from a remote machine to your local machine, you specify the username, hostname, and path of the remote file as the source, followed by the path and filename of the local machine as the destination. For example: scp username@IPAddressOfRemoteHost:/remotePathOfFileYouWant/RemoteFileName /pathToWhereYouWantItStoredLocally/localName
Can everyone create a file in the /tmp folder?
Yes. The /tmp folder is globally accessible. Caution: The information there will not persist after a restart.
How do you find out which version of Linux you are using?
You can use the command "uname -a".
What commands would you use to find out what users are currently logged in a Linux system?
users, who, finger and w