Incident Management Questions

What is a technical impact?

• Refers to the impact to the users (consumers, users, clients, staff, etc).

• Refers to the impact on control breakdown in the system which resulted to a technical error/failure

• Refers to any potential or actual breach of law, regulation/rule with or without financial consequences

• Refers to impacts leading to a loss or damage to reputation with clients/other external parties

What does BPM mean when talking about Incident Management?

• Beats Per Minute

• Business Process Management

• Blameless Post Mortem

• Business Process Modelling

What do you call an impact on any potential or actual breach of law, regulation or rule with or without financial consequences

• Operational Impact

• Financial Impact

• Regulatory Impact

• Reputational Impact

What engagement should you do when you encounter a Impact Severity - 4 (Low), incident?

• Resolve the incident independently within defined SLA

• Raise an incident, triage with feature team within 30 minutes after identifying the impact severity

• Raise an incident, triage with feature team within 5 minutes after identifying the impact severity

• Do nothing as this is an impact 4 and should be resolved by itself.

Which describes an Impact 3 (Medium) incident?

What impact severity should this be:

• A critical service, or a major service component, is not fully (outage), with no workaround; and has the potential to severely impact business operations

• A critical service, or a major service component, is not fully (degraded), with no workaround; and has the potential to severely impact business operations

• A non-critical service or service component is unavailable (outage) not fully functional (degraded), with NO workaround; and has the potential to disrupt business operations.

• A non-critical service or service component is unavailable (outage) fully functional (degraded), with acceptable workaround; and has the potential minor disruption for users

What is not a valid tool to use when an incident occurs?

• Remedy

• Microsoft Teams

• Workplace

• concur/

What is an Agile approach on reviewing what happened , why and how it happened, planning steps moving forward and taking away learning from an incident?

• Blameless Post Mortem

• Daily Stand Up Meetings

• Sprint Planning

• PI Planning

What type of impact is an impact to the users (consumers ,users, clients, staff,etc) which could be categorized as Operational, Financial, Regulatory and Reputation Impact?

• Incident

• Technical Impact

• Business Impact

• None of the above

What engagement should you do when you encounter a Impact Severity - 1 (Critical), incident?

• Resolve the incident independently within defined SLA

• Raise an incident, triage with feature team within 30 minutes after identifying the impact severity

• Raise an incident, triage with feature team within 5 minutes after identifying the impact severity

• Raise an incident, triage with feature team within 1 hour after identifying the impact severity

Which describes an Impact 2 (High) incident?

What impact severity should this be:

• A critical service, or a major service component, is not fully (outage), with no workaround; and has the potential to severely impact business operations

• A critical service, or a major service component, is not fully (degraded), with no workaround; and has the potential to severely impact business operations

• A non-critical service or service component is unavailable (outage) not fully functional (degraded), with NO workaround; and has the potential to disrupt business operations.

• A non-critical service or service component is unavailable (outage) fully functional (degraded), with acceptable workaround; and has the potential minor disruption for users