Incident Management Learning Series - Knowledge Check

In 3-strike rule process, which of the following reason is NOT valid to close an incident.

• Troubleshooting via e-mail or other non-real time communication when resolution cannot be immediately confirmed.

• No reply from the user after 48 business hours

• Case lacking enough information to dispatch.

• Lack of response from IT support.

It is Chevron's Notification System that

delivers notifications from people or

computer systems to people.

• Always on Technical Bridge

• Global Command Center

• Major Incident Notification

• iNotify

It is an unplanned interruption to an IT service or reduction in the quality of an IT service.

• Issue

• Problem

• Incident

• Outage

TRUE or FALSE: In 3-strike rule, if there’s an OOO that does not have a return date, DO NOT follow the 3 Strike Rule.

• False, wait for 72 business hours before implementing 3-strike rule

• False, follow the 3-strike rule

• True

• False, wait for 24 business hours before implementing 3-strike rule

"Ensuring Incidents are resolved within SLA targets,

manage escalations, ensure timely escalations are

performed." This is a responsibility of _____________________.

• Manager on Duty (MOD)

• Incident Management Coordinator

• Incident Owner

• Incident Manager on Duty (IMoD)

Global IT Service Desk PH Toll Free Number

• [phone]

• [phone]

• [phone]

• [phone]

The _________________ gives mobile users an easy and efficient way to receive and respond to notifications directly on their smartphone.

• OnSolve MIR1 app

• OnSolve MIR2 app

• OnSolve MIR3 app

• OnSolve MIR4 app

_____________________ are sent to members of the IT Sev1 Notification Recipients group.

• Major Incident Notifications

• Incident Notifications

• iNotify

• iNotification

TRUE or FALSE: IMoD will assess whether the criteria has been met for any escalation before "declaring" a Major Incident.

• True

• False, MOD

• False, Incident Management Coordinators

• False, ITOC

TRUE or FALSE: The primary path to escalate a major incident is through the Global IT Service Desk.

• False, ITOC

• False, IMoD

• False, GCC

• True