4 Manage IT Incidents, Problems & Assets

Which one is NOT a process of IT Incident Management?

• Incident logging

• Incident Protocol

• Incident prioritization

• Incident assignment

Which one is NOT an Incident categorization?

• Critical

• High

• Medium

• Low

What is a SLA?

• Acceptable pace within which an incident needs resolution

• Acceptable time within which an incident needs resolution

• Acceptable effort within which an incident needs resolution

Who is Tier 1 Service Desk?

• Specialist technicians who have advanced knowledge of particular domains in the IT infrastructure

• Technicians with advanced knowledge of incident management.

• First point of contact for the requesters when they want to raise an incident ticket

What is a Process Owner?

• A person solely responsible for owning a process

• A person who plays a key role in the process of incident management

• A person who follow up on an existing request

What one is NOT done by Tier 2 & 3 Service Desk?

• Log all incoming incident requests with appropriate parameters like category, urgency, and priority

• Carry out incident diagnosis

• Document the steps followed to resolve the incident and submit knowledge base articles

• Identify when an incident is a problem and convert the incident ticket to a problem ticket

Which one is NOT an item of the incident management record?

• Unique ID

• Incident Date and Time

• Software used for incident record

• Incident Priority

Which one is NOT an incident?

• The server is down

• Office printer has no paper

• The printer needs to be relocated

• Request for training to use a projector

Incident Priority Matrix is NOT based on

• Urgency

• Priority

• Job title

• Buisness Impact

What one is NOT what Problem management does?

• Tries to resolve incidents

• Ensure minimal incidents by delving deep into incidents to find the root causes and fixes

• Minimize the impact of incidents and eliminate recurring ones