Who can raise an incident?

I. Internal Customers

II. Technical Staff

III. Users

IV. Event monitoring systems

• I, II and III only

• II, III and IV only

• I, II and IV only

• All of the above

Which of the following is NOT the purpose of Incident Management?

• Restore normal services as quickly as possible

• Minimise adverse impact on business

• Find the root cause

• Ensure best possible level of services quality and availability

"An incident is an unplanned interruption to or quality of an IT service". Which of the following is an incident? Select ALL correct answers.

• Outlook system is down due to an unauthorised change

• Daily backup of a system could not be completed

• System intrusion due to cyberattacks

• A user could not access a system because no request of account creation has been made

During incident management, _____________ is when an incident is passed on to the next higher level of technician.

• Incident Promotion

• Incident Escalation

• Incident Prioritisation

• Incident Resolution

What is the Resolution time for a Severity 1 incident?

• Within 1 hour

• Within 2 hours

• Within 30 minutes

• Within 15 minutes

When should you inform the Major Incident Manager?

• When there is a confirmed Severity 1 incident

• When there is a confirmed Severity 1 or Severity 2 incident

• When there is a potential Severity 1 incident

• When there is a potential Severity 1 or Severity 2 incident

Which of the following is a high severity incident? Select ALL correct answers.

• A system glitch that caused an actual or potential loss greater than or equal to RM500,000 but less than RM1 million

• A business critical channel for external customer is down

• Systems under 'Necessary' and 'Others' are degraded

• 20% of the bank's branches are unavailable nationwide

Which of the following statement is FALSE?

• Helpdesk role does not include resolving an incident ticket

• All incident tickets will be assigned with the Urgency and Impacts defined in the Group Impact Classification Matrix

• If any CIMB IT Staff Member detected an incident, they need to ensure that an incident ticket is logged by either contacting the Helpdesk or raise the incident ticket by themselves

• If an incident ticket has been resolved and but the same issue is being reported again within a relatively-short period of time, this should be handled via the existing incident ticket

Who is mainly responsible to provide appropriate level amount of communication to stakeholders during Major Incidents?

• GCTO

• Major Incident Manager

• N-level technician

• Helpdesk

What do you need to do during Incident Closure? Select ALL correct answers.

• Communicate the resolution to user

• Ensure resolution for the incident is verified by the users

• Update the incident ticket with all the information

• Change the ticket status to 'Closed'