What is the primary purpose of the On-Call Management Process?

• To replace the Major Incident Management (MIM) team

• To manage all IT tickets regardless of priority

• To escalate all tickets to vendors immediately

• To ensure P1 incidents are handled properly outside business hours

Where are P1 incidents managed?

• Fresh Service

• ServiceNow

• JIRA

• Microsoft Teams

Who is responsible for starting the Major Incident (MI) process?

• The on-call engineer

• The Service Desk

• The Major Incident Management (MIM) team

• The vendor

If a ticket is incorrectly marked as P1, what should the on-call engineer do?

• Ignore the ticket and wait for further instructions

• Contact the MIM team for clarification

• Acknowledge the ticket, downgrade the priority and notify the user that the issue will be worked during business hours

• Close the ticket immediately

How should the on-call engineer notify the MIM and service desk teams of a P1 incident?

• Via the "ITOC / MIM / SD" Teams chat

• By sending an email to the IT director

• Through a personal phone call

• By logging a new ticket

What is the purpose of the Teams Bridge during a P1 incident?

• To serve as an informal chat for IT teams

• To facilitate communication and coordination for incident resolution

• To escalate incidents to vendors automatically

• To close incidents faster

What should the on-call engineer document in a P1 ticket?

• Major milestones such as reboots, workarounds, and vendor interactions

• Only the final resolution of the issue

• A summary of all Fresh Service tickets from the past 24 hours

• Internal team discussions

What is the expected contact method for the MIM team when contacting an on-call engineer?

• They will send an email and wait for a response

• They will contact the engineer via Teams or call the on-call engineer directly

• They will post in a public Teams channel

• They will leave a voicemail and follow up later

What should be done if multiple incidents are related to the same P1 issue?

• Close all tickets and open a new one

• Assign all incidents to different agent groups

• Create a parent ticket and link all child tickets

• Notify end users to wait for a resolution

What is the expected frequency of status updates during a Major Incident via de Konnect Notify communications?

• Every 15 minutes

• Every hour

• Every four hours

• Only when the incident is resolved