unit 4 - IT Incident Management Quiz

What is an IT incident?

• A planned system update

• A disruption to an organization's IT services

• A successful software deployment

• A routine maintenance check

What is the first step in the IT incident management process?

• Incident prioritization

• Incident logging

• Incident assignment

• Incident resolution

Which ITIL process is responsible for restoring IT services after a disruption?

• Change management

• Incident management

• Asset management

• Problem management

Who is responsible for analyzing and improving the incident management process?

• Tier 1 Service Desk Technician

• Incident Manager

• End User

• Network Engineer

What determines the priority of an incident?

• The IT department's workload

• The length of time the incident remains unresolved

• Impact and urgency using a priority matrix

• The financial loss caused by the incident

Which of the following is NOT a category of IT incident?

• Disruption/Outage

• New Service Request

• Service Desk Inquiry

• Asset Malfunction

What is a Major Incident Flag used for?

• To highlight an incident that requires no immediate action

• To indicate an incident that is classified as a major disruption

• To track resolved incidents for future reference

• To mark duplicate incidents in the system

Which role is responsible for logging incidents and resolving common issues like password resets?

• End User

• Tier 1 Service Desk

• Tier 3 Technician

• Process Owner

What is the purpose of an SLA in incident management?

• To define acceptable response and resolution times

• To outline software licensing agreements

• To categorize different types of IT assets

• To ensure that incidents are never repeated

Which key performance indicator (KPI) measures how quickly an IT team resolves incidents?

• SLA compliance rate

• Incident backlog

• Average resolution time

• Cost per ticket