Now ticketing, that reminds me of the ITIL standards and reamedy fun (slang for nightmares). If a company has ITIL I always ask them what proactive support mea

Now ticketing, that reminds me of the ITIL standards and reamedy fun (slang for nightmares). If a company has ITIL I always ask them what proactive support measures do you have in place, always a good question that as ITIL is in essence more reactionary/event driven and as such does not lend itself well by design for catering for proactivity. I was in a server room once, smelt burned solder type smell, traced to a server that smelt like something had blown. All services/diagnostics/monitoring checked out fine and indeed it was working fine. I wanted to plan a changing of the server/have a hot standby ready for it being proactive as literly something smelt wrong. Alas the ticketing system did not alow such a ticket to be rasied as the server was not faulty and there was no issue showing. Two days later that very server failed, turned out PSU had died and taken out the raid controller on the motherboard in the process. The impact of this was more work than had it not been proactivly addressed. That is why when they say ITIL, then I fear how it is implemented and as such ask how do they proactivly deal issues. At the very least they should have root cause analysis mentioned, idealy they will sing all about there great Q&A processes and how that is all catered though open to suggestions. Your right about the canned marketing responses, most of those forget the interview is a two-way process sadly and deem any question you ask as a waste of there time, that is a sign you should take note of.