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WorksheetsQuiz-P2-3-Incident management
Total questions: 14
Worksheet time: 11mins
What is an Incident?
A cause, or potential cause, of one or more
incidents.
An unplanned interruption to a service or
reduction in the quality of a service.
A request from a user or a user’s authorized
representative that initiates a service action
which has been agreed as a normal part of
service delivery.
The addition, modification, or removal of
anything that could have a direct or indirect
effect on services.
Which is a purpose of the "Incident management " practice
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
To minimize the negative impact of
incidents by restoring normal service
operation as quickly as possible.
To support the agreed quality of a service
by handling all pre-defined, user-initiated
service requests in an effective and
user-friendly manner.
To maximize the number of successful
service and product changes by ensuring
that risks have been properly assessed,
authorizing changes to proceed, and
managing the change schedule.
What is NOT a recommendation of the Incident management?
Every incident should be logged and
managed to ensure that it is
resolved in a time that meets the
expectations of the customer and user.
Information about incidents should be stored in incident records in a suitable tool.
Incidents may be diagnosed and resolved
by people in many different groups, depending on the complexity of the issue or the incident type.
Incident management must balance the need to
make beneficial changes that will deliver
additional value with the need to protect
customers and users from the adverse
effect of changes.
Which process about "Incident management." is CORRECT?
Incident Detection -> Logging -> Diagnosis/ Prioritize -> Resolution, Recovery -> Closure
Logging -> Incident Detection -> Diagnosis/ Prioritize ->Resolution & Recovery -> Closure
Logging -> Diagnosis/ Prioritize ->Incident Detection -> Resolution & Recovery -> Closure
Incident Detection ->Diagnosis/ Prioritize -> Logging -> Resolution & Recovery -> Closure
What is NOT a recommendation of the "Incident Detection" activites of the Incident management process?
Use a robust tool to log and
manage incidents
Link to configuration items, changes, problems, known errors and other knowledge
Provide incident matching to other incidents, problems or known errors
Design the incident management practice appropriately for different types of incidents
What is NOT a recommendation of the "Logging" activites of the Incident management process?
Design the incident management practice appropriately for different types of incidents
Incidents based on different impact, Major incidents, Information security incidents
Prioritize incidents: Based on agreed classification,Ensure incidents with highest business
impact are resolved first
What do you do at Diagnosis/ Prioritize activites of the Incident management process?
Prioritize incidents: Based on agreed classification,Ensure
incidents with highest business impact are resolved first
Incidents may be escalated to a support team for resolution.
The routing is typically based on he incident category.
Incident management requires a high level of collaboration within and between teams.
What is NOT a recommendation of the "Resolution & Recovery" activites of the Incident management process?
Incidents may be escalated to a support team for resolution.
The routing is typically based on the incident category.
Incident management requires a high level of collaboration within and between teams.
What is NOT a recommendation of the "Closure" activites of the Incident management process?
Incident management requires a high level of collaboration within and between teams.
Anyone working on an incident should provide quality, timely updates.
Use a robust tool to log and manage incidents
How does Incident management contribute to the IMPROVE value chain activity?
Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity.
Incidents are visible to users, and significant
incidents are also visible to customers.
Good incident management requires regular
communication to understand the issues, set
expectations, provide status
updates, and agree that the issue has been
resolved so the incident can be closed
Incidents may occur in test environments,
as well as during service release
and deployment. The practice ensures
these incidents are resolved in a timely and
controlled manner.
How does Incident management contribute to the ENGAGE value chain activity?
Incidents are visible to users, and significant
incidents are also visible to customers.
Incidents may occur in test environments,
as well as during service release
and deployment. The practice ensures
these incidents are resolved in a timely and
controlled manner.
Incidents may occur in development
environments. Incident management
practice ensures these incidents are
resolved in a timely and controlled manner.
Incident management makes a significant
contribution to support. This value chain
activity includes resolving incidents and
problems.
How does Incident management contribute to the DESIGN and TRANSITION value chain activity?
Incidents may occur in test environments,
as well as during service release and deployment. The practice ensures these incidents are resolved in a timely and controlled manner.
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in a timely and controlled manner.
Incident management makes a significant contribution to support. This value chain activity includes resolving incidents and problems.
Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity.
How does Incident management contribute to the OBTAIN&BUILD value chain activity?
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in a timely and controlled manner.
Incident management makes a significant contribution to support. This value chain activity includes resolving incidents and problems.
Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity.
Good incident management requires regular
communication to understand the issues, set
expectations, provide status
updates, and agree that the issue has been
resolved so the incident can be closed
How does Incident management contribute to the DELIVER & SUPPORT value chain activity?
Incident management makes a significant contribution to support. This value chain activity includes resolving incidents and problems.
Incident records are a key input to
improvement activities, and are prioritized
both in terms of incident frequency and
severity.
Incidents are visible to users, and significant
incidents are also visible to customers.
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in a timely and controlled manner.
