Incident Management Check-up
This is a short check-up quiz on your knowledge about out Incident Management Process (and some procedures). These are just super easy questions. You have 30 minutes to answer 15 questions. Passing grade is 85%. If you get a passing grade, I'll give you 1-piece Hello Vanilla Chocolate plus a 2-piece Dewberry Blueberry pack. (",)Remember, what's important here is not the prize but your knowledge in answering the questions. Go, go, go!
- 1.What is Incident Management and how does it apply to our team?
- 2.Incident Management is responsible for _______________, _______________, ______________, ______________ and ________________ incidents.
- A.
Identifying, notifying, classifying, mitigating, resolving
- B.
Detecting, recording, mitigating, classifying, investigating
- C.
Detecting, recording, classifying, investigating, resolving
- D.
Identifying, notifying, preventing, investigating, resolving
- E.
None of the above
- 3.How many process steps does Incident Management have?
- A.
8
- B.
7
- C.
6
- D.
5
- E.
None of the above
- 4.How is our team referred to in the 6 roles of Incident Management?
- A.
First Level Support
- B.
Case Administrator
- C.
Incident Manager
- D.
Support Specialist
- E.
None of the above
- 5.What other processes can Incident Management be an input to?
- A.
Problem Management and Change Management
- B.
Problem Management and Release Management
- C.
Change Management and Release Management
- D.
Problem Management and Configuration Management
- E.
None of the above
- 6.Our team uses two tools to record, update, and access Incidents. Give one.
- 7.True or False: All attempts of resolving an Incident must be reflected in the Incident Record?
- A.
True
- B.
False
- 8.In which process step does Engaging the Incident Manager for Major Incident Handling fall?
- 9.True or False: When we request for Authorized End Users to do certain workarounds, it falls under the Investigation and Diagnosis process step.
- A.
True
- B.
False
- 10.What is the last process step in Incident Management?
- 11.Who is/are in charge of updating the Incident Record?
- A.
Authorized End User
- B.
First Level Support
- C.
Support Specialist
- D.
Incident Manager
- E.
None of the above
- 12.Yes or No: Do we consider ESL as an important tool for Incident Management?
- A.
Yes
- B.
No
- 13.Yes or No: When setting an Incident Ticket to Waiting for Other Party, does the TTO SLO stop?
- A.
Yes
- B.
No
- 14.When an Incident is tagged as P1 or P2, our team must inform and work closely with who?
- 15.Identify 1 out of the 4 in-scope Incident Management process steps to our team.
Questions: 10 | Attempts: 692 | Last updated: Mar 21, 2022
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Sample QuestionAn Incident Report is a factual account of the events that occur at the club.
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