Incident Management Fundamentals

An Incident refers to

• Fixing an issue which has dirupted the service

• An unplanned event in the IT infrastructure of an enterprise which causes interruption, disruption and reduction in the quality of an IT service.

• An planned event in the IT infrastructure of an enterprise which causes disruption of an IT service.

• None of the Above

What is Response time?

• The time taken to resolve the incident from the time of creation

• The time taken to change the status of the ticket from “Assigned” to any other status on first assignment of ticket

• The time taken to change the primary “New” status of an incident to any other status

• The time taken to change the primary status of an incident to "Assigned"

For a P4 incident a problem record should be created.

• TRUE

• FALSE

What is 2nd step of Incident Management Lifecycle?

• Incident Identification

• Investigation and Diagnosis

• Logging, Categorization, Prioritization and Initial Diagnosos

• Resolution, Recovery and Closure

Who opens the bridge call in case of a Major Incident ?

• Service Desk Team

• Major Incident Manager

• Service Management Team

• Accenture Leadership

An 'Incident Assignee' is responsible for distributing assigned Incident requests among the assignment group's product specialists.

• TRUE

• FALSE

For an incident to be resolved, a server component needs to be replaced. What should you do to resolve the ticket?

• RCA

• Problem record should be raised

• A change request should be raised replace the component

• All of the above

Incident Management is a part of which stage of Service Lifecycle

• Service Strategy

• Service Transitions

• Service Operations

• Service Design

Service Desk is

• Second point of contact for reporting all IT related issues.

• One of the point of contacts for reporting all IT related issues.

• Single point of contact for reporting all IT related issues.

• None of the Above

A user does not have access to VPN Service and requires this access. What should be done ?

• Raise an Incident

• Log a Problem Record

• A change should be planned

• A Service Request should be raised by the user