WorksheetsIncident Management Quiz
Total questions: 10
Worksheet time: 3hrs 30mins
Who can raise an incident?
I. Internal Customers
II. Technical Staff
III. Users
IV. Event monitoring systems
I, II and III only
II, III and IV only
I, II and IV only
All of the above
Which of the following is NOT the purpose of Incident Management?
Restore normal services as quickly as possible
Minimise adverse impact on business
Find the root cause
Ensure best possible level of services quality and availability
"An incident is an unplanned interruption to or quality of an IT service". Which of the following is an incident? Select ALL correct answers.
Outlook system is down due to an unauthorised change
Daily backup of a system could not be completed
System intrusion due to cyberattacks
A user could not access a system because no request of account creation has been made
During incident management, _____________ is when an incident is passed on to the next higher level of technician.
Incident Promotion
Incident Escalation
Incident Prioritisation
Incident Resolution
What is the Resolution time for a Severity 1 incident?
Within 1 hour
Within 2 hours
Within 30 minutes
Within 15 minutes
When should you inform the Major Incident Manager?
When there is a confirmed Severity 1 incident
When there is a confirmed Severity 1 or Severity 2 incident
When there is a potential Severity 1 incident
When there is a potential Severity 1 or Severity 2 incident
Which of the following is a high severity incident? Select ALL correct answers.
A system glitch that caused an actual or potential loss greater than or equal to RM500,000 but less than RM1 million
A business critical channel for external customer is down
Systems under 'Necessary' and 'Others' are degraded
20% of the bank's branches are unavailable nationwide
Which of the following statement is FALSE?
Helpdesk role does not include resolving an incident ticket
All incident tickets will be assigned with the Urgency and Impacts defined in the Group Impact Classification Matrix
If any CIMB IT Staff Member detected an incident, they need to ensure that an incident ticket is logged by either contacting the Helpdesk or raise the incident ticket by themselves
If an incident ticket has been resolved and but the same issue is being reported again within a relatively-short period of time, this should be handled via the existing incident ticket
Who is mainly responsible to provide appropriate level amount of communication to stakeholders during Major Incidents?
GCTO
Major Incident Manager
N-level technician
Helpdesk
What do you need to do during Incident Closure? Select ALL correct answers.
Communicate the resolution to user
Ensure resolution for the incident is verified by the users
Update the incident ticket with all the information
Change the ticket status to 'Closed'
