Quiz-P2-3-Incident management

What is an Incident?

• A cause, or potential cause, of one or more

  incidents.

• An unplanned interruption to a service or

  reduction in the quality of a service.

• A request from a user or a user’s authorized

  representative that initiates a service action

  which has been agreed as a normal part of

  service delivery.

• The addition, modification, or removal of

  anything that could have a direct or indirect

  effect on services.

Which is a purpose of the "Incident management " practice

• To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

• To minimize the negative impact of

  incidents by restoring normal service

  operation as quickly as possible.

• To support the agreed quality of a service

  by handling all pre-defined, user-initiated

  service requests in an effective and

  user-friendly manner.

• To maximize the number of successful

  service and product changes by ensuring

  that risks have been properly assessed,

  authorizing changes to proceed, and

  managing the change schedule.

What is NOT a recommendation of the Incident management?

• Every incident should be logged and

  managed to ensure that it is

  resolved in a time that meets the

  expectations of the customer and user.

• Information about incidents should be stored in incident records in a suitable tool.

• Incidents may be diagnosed and resolved

  by people in many different groups, depending on the complexity of the issue or the incident type.

• Incident management must balance the need to

  make beneficial changes that will deliver

  additional value with the need to protect

  customers and users from the adverse

  effect of changes.

Which process about "Incident management." is CORRECT?

• Incident Detection -> Logging -> Diagnosis/ Prioritize -> Resolution, Recovery -> Closure

• Logging -> Incident Detection -> Diagnosis/ Prioritize ->Resolution & Recovery -> Closure

• Logging -> Diagnosis/ Prioritize ->Incident Detection -> Resolution & Recovery -> Closure

• Incident Detection ->Diagnosis/ Prioritize -> Logging -> Resolution & Recovery -> Closure

What is NOT a recommendation of the "Incident Detection" activites of the Incident management process?

• Use a robust tool to log and

  manage incidents

• Link to configuration items, changes, problems, known errors and other knowledge

• Provide incident matching to other incidents, problems or known errors

• Design the incident management practice appropriately for different types of incidents

What is NOT a recommendation of the "Logging" activites of the Incident management process?

• Design the incident management practice appropriately for different types of incidents

• Incidents based on different impact, Major incidents, Information security incidents

• Prioritize incidents: Based on agreed classification,Ensure incidents with highest business

  impact are resolved first

What do you do at Diagnosis/ Prioritize activites of the Incident management process?

• Prioritize incidents: Based on agreed classification,Ensure

  incidents with highest business impact are resolved first

• Incidents may be escalated to a support team for resolution.

• The routing is typically based on he incident category.

• Incident management requires a high level of collaboration within and between teams.

What is NOT a recommendation of the "Resolution & Recovery" activites of the Incident management process?

• Incidents may be escalated to a support team for resolution.

• The routing is typically based on the incident category.

• Incident management requires a high level of collaboration within and between teams.

What is NOT a recommendation of the "Closure" activites of the Incident management process?

• Incident management requires a high level of collaboration within and between teams.

• Anyone working on an incident should provide quality, timely updates.

• Use a robust tool to log and manage incidents

How does Incident management contribute to the IMPROVE value chain activity?

• Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity.

• Incidents are visible to users, and significant

  incidents are also visible to customers.

• Good incident management requires regular

  communication to understand the issues, set

  expectations, provide status

  updates, and agree that the issue has been

  resolved so the incident can be closed

• Incidents may occur in test environments,

  as well as during service release

  and deployment. The practice ensures

  these incidents are resolved in a timely and

  controlled manner.