WorksheetsOn-Call Management Procedure Quiz
Total questions: 12
Worksheet time: 24mins
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
Who is responsible for sending the Konnect Notify communications?
On-Call Engineer
Service Desk
MIM Team
Anyone
Who is the one that oversees the correct development of the Major Incident Management Procedure?
MIM Team
Service Desk
On-call Engineer
Manager
