Incident Report

What is the purpose of incident report?

(Multiple options can be selected)

• To know who made the mistake

• To support continuous improvement

• To improve stakeholder experience

• To enhance decision-making with key insights

Let's say 20 workers need to receive their payment by 25th. Few workers reported in the morning. We followed up with bank and 18 workers recieved payment by 25th evening local time. Remaining two workers recieved payment on 26th. What's the potential and actual impact here?

• Potential 20; Actual 2

• Potential 18; Actual 2

• Potential 20; Actual 20

• Potential 18; Actual 18

Answer explanation

Without follow-ups, all 20 workers could have faced delays=> potential impact is 20. Since only 2 were actually paid late, the actual impact is 2.

Who is PIC (Person in Charge) in incident report?

• Line Manager

• Department Head

• BCS PMO

• The person responsible for resolving the issue and implementing long-term solutions

Let's say we overpaid USD 2000 to a worker. LR could successfully recover the amount from the worker after 1 month of follow up.

Can the incident be closed after recovering the overpaid amount?

• Yes

• No

Answer explanation

No. Recovery is only a short-term fix. The incident can only be closed after addressing the root cause to prevent future overpayments.

What should I do to know more about incident report?
(Multiple options can be selected)

• Explore KB content

• Access training material under "Resources"

• Reach out to Sridevi at BCS PMO

• Raise an IT ticket