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WorksheetsIncident Management Learning Series - Knowledge Check
Total questions: 10
Worksheet time: 3mins
In 3-strike rule process, which of the following reason is NOT valid to close an incident.
Troubleshooting via e-mail or other non-real time communication when resolution cannot be immediately confirmed.
No reply from the user after 48 business hours
Case lacking enough information to dispatch.
Lack of response from IT support.
It is Chevron's Notification System that
delivers notifications from people or
computer systems to people.
Always on Technical Bridge
Global Command Center
Major Incident Notification
iNotify
It is an unplanned interruption to an IT service or reduction in the quality of an IT service.
Issue
Problem
Incident
Outage
TRUE or FALSE: In 3-strike rule, if there’s an OOO that does not have a return date, DO NOT follow the 3 Strike Rule.
False, wait for 72 business hours before implementing 3-strike rule
False, follow the 3-strike rule
True
False, wait for 24 business hours before implementing 3-strike rule
"Ensuring Incidents are resolved within SLA targets,
manage escalations, ensure timely escalations are
performed." This is a responsibility of _____________________.
Manager on Duty (MOD)
Incident Management Coordinator
Incident Owner
Incident Manager on Duty (IMoD)
Global IT Service Desk PH Toll Free Number
+632 8840 1555
+632 8841 1555
+632 8840 1556
+632 8841 1556
The _________________ gives mobile users an easy and efficient way to receive and respond to notifications directly on their smartphone.
OnSolve MIR1 app
OnSolve MIR2 app
OnSolve MIR3 app
OnSolve MIR4 app
_____________________ are sent to members of the IT Sev1 Notification Recipients group.
Major Incident Notifications
Incident Notifications
iNotify
iNotification
TRUE or FALSE: IMoD will assess whether the criteria has been met for any escalation before "declaring" a Major Incident.
True
False, MOD
False, Incident Management Coordinators
False, ITOC
TRUE or FALSE: The primary path to escalate a major incident is through the Global IT Service Desk.
False, ITOC
False, IMoD
False, GCC
True
