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WorksheetsIncident Management - Knowledge Check
Total questions: 10
Worksheet time: 5mins
It is an assessment of ticket records that provides insights about the quality of ticket documentation of Analysts, process adherence, and the correctness of the technical resolution provided.
Major Incident Review
Post Mortem
Ticket Quality Analysis
Ticket Quality Review
In IFAR Methodology, "R" refers to ___________________.
Resolution
Regulations
Results
Retrospective
TRUE or FALSE: Ticket Quality Review shall be done by Service Management Weekly
True
False, Daily
False, Monthly
False, Annually
TRUE or FALSE: Analysts are being measured by:
QA Score = Total Weighted Score of the Attributes Passed
True
False, Attributes Failed
False, SLA Passed
False, SLA Failed
TRUE or FALSE: Analyst will be given 72 hours to dispute results .
True
False, 48 hours
False, 24 hours
False, 12 hours
It is the process where we confirm that our measurements are true to ensure alignment and approach during the review.
Correlation
Categorization
Configuration
Calibration
TRUE or FALSE: The Ticket Quality Review process aims to check adherence to internal and client processes.
True
False
True or False: If ticket is incorrectly raised as an incident instead of service request, ticket should be handled until resolution.
True
False, ticket should be cancelled and SR ticket should be raised
False, ticket should be closed and SR ticket should be raised
False, ticket should be resolved and SR ticket should be raised
TRUE or FALSE: Work Notes should follow IFAR summary.
True
False, Resolution Notes
False, Additional Notes
False, Ticket Field
TRUE or FALSE: In Incident Ticket audit, change in “Impact” & “Urgency” must be reviewed and implemented.
True
False, reviewed and documented
False, approved and implemented
False, approved and documented
