Incident Management Quiz

PCC, which stands for Problem Control Center, is responsible for Incident Management. Incident Management involves the process of identifying, analyzing, and resolving incidents that occur within an organization's IT infrastructure. PCC ensures that incidents are logged, tracked, and resolved in a timely manner to minimize the impact on business operations. They are responsible for restoring normal service as quickly as possible and communicating with stakeholders throughout the incident resolution process.

All customer affecting issues should be logged in Spark to ensure proper tracking and resolution of these issues. Logging customer issues allows for better organization and prioritization of tasks, as well as providing a record of past issues and their resolutions. It also helps in identifying patterns or recurring problems, which can then be addressed to improve overall customer satisfaction. By logging all customer affecting issues in Spark, the company can demonstrate its commitment to customer service and ensure that no issue goes unnoticed or unresolved.

Broadcast Operations aims to achieve a high availability percentage on the Broadcast Metrics. The correct answer of 99.998% suggests that they strive for a very high level of availability, almost near perfect. This means that they aim to have very minimal downtime or interruptions in their broadcast operations, ensuring that the system is up and running almost all the time. This high availability percentage indicates their commitment to providing a reliable and uninterrupted broadcasting service.

Platform Control is responsible for managing HPI/MPI incidents affecting the Ethan platform.

The given incident of losing all channels on OS121, OS123, and OS503 for 2 hours should be raised at the MPI (Major Problem Investigation) level. MPI is appropriate because this incident involves a significant loss of channels for a considerable duration, which may impact the overall system functionality and require thorough investigation to identify and resolve the underlying cause.

The correct answer is 15 mins of identification of issue. This means that once an issue is identified, the HPI/MPI Spark comms should be sent within 15 minutes. This is important for timely communication and resolution of the issue at hand. Waiting longer than 15 minutes may cause delays in addressing the problem and could potentially lead to further complications.

Platform Control is responsible for managing DTH VOD HPI/MPI Incidents.

MPI is highest. HPI is the second highest.

Platform Control is responsible for managing HPI/MPI incidents involving DTH channels.

Any service outage of more than 1 minute constitutes a HPI.

Service Integration is usually responsible for Change Management. Change Management involves managing and controlling changes to the IT infrastructure, systems, and services to minimize disruption and ensure that changes are implemented smoothly. Service Integration ensures that changes are planned, coordinated, and implemented effectively across multiple service providers and stakeholders, ensuring that the overall service delivery is not impacted.

CIM stands for Customer Incident Management. It is responsible for managing HPI/MPI incidents affecting the Online Interactive platform. CIM is the team or department that handles and resolves customer incidents related to the platform, ensuring that any issues or disruptions are addressed promptly and efficiently.

CIM (Content Incident Management) is responsible for dealing with HPI/MPI (High Priority Incident/Major Priority Incident) incidents on OTT VOD (Over-The-Top Video-On-Demand) platforms. They are in charge of managing and resolving any content-related issues or emergencies that may arise, ensuring the smooth operation of the platform and maintaining a high-quality user experience.

The loss of subtitles on Comedy Central for 3 hours would be considered a medium level incident. While it may not have a significant impact on the overall functioning of the network, it can still cause inconvenience and frustration for viewers who rely on subtitles for understanding the content. Additionally, it may reflect poorly on the network's ability to provide accessible programming.

CIM manage incidents on Interactive and OTT platforms.

Platform Control is responsible for managing HPI/MPI incidents affecting Sports Active.

Unless the incident is caused by kit supported by PCC (Headend Compression kit etc) then the ticket and comms will be created by Playout.

The correct answer is "Add to DAL." This means that the incident should be added to the Defects and Action Log (DAL) for further investigation and resolution. Adding the incident to DAL ensures that it is properly documented and tracked, allowing the necessary actions to be taken to prevent similar issues in the future.