ICC Communications Manager! Trivia Questions Quiz

20 Questions | Total Attempts: 11

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ICC Communications Manager! Trivia Questions Quiz

It is very important that data is always available for those who use it in the desired form with no changes being made unless authorized. That being said, there are some ways in which messages may not be delivered to the right recipient or in the right form. This quiz will help determine your understanding of your role as an ICC Communications Manager.


Questions and Answers
  • 1. 
    An accurate description of when an ICC should be called is:
    • A. 

      All Severity 1 Incidents

    • B. 

      Once a month

    • C. 

      Never

    • D. 

      Severity 1 Incidents, impacting multiple customers with at least one other key impacting attribute

    • E. 

      As soon as the Client escalates

  • 2. 
     ICC process operates during the hours of?
    • A. 

      9am - 5am, Monday to Friday

    • B. 

      24 hours a day, 5 days per week, 365 days per year (excluding public/religious holidays)

    • C. 

      24 hours a day, 7 days a week and 365 days per year

    • D. 

      Normal (local) office hours

    • E. 

      Evenings only

  • 3. 
    If an ICC occurs during the night who would be involved?
    • A. 

      All relevant parties currently on shift

    • B. 

      All relevant parties including those who may be sleeping

    • C. 

      Only those on a "need to know" basis

    • D. 

      The Area Operations Manager

    • E. 

      The customer

  • 4. 
    When a DEFCON 2 ICC is called where technical recovery activities are required, what is set up?
    • A. 

      Incident Management Group (IMG)

    • B. 

      Management Team Meeting

    • C. 

      Both IMG and MTM

    • D. 

      IMG, IRT and MTM

    • E. 

      A regional meeting

  • 5. 
    What is the correct sequence of the first steps in the ICC process?
    • A. 

      Start --> Incident Management --> Trigger appropriate Alerting (Shift Manager) --> Escalate to Incident Manager

    • B. 

      Start --> Incident Management --> Trigger appropriate Alerting (Shift Manager) --> Set DEFCON Level (Incident Manager)

    • C. 

      Start --> Incident Management --> Set DEFCON Level (Incident Manager) --> Trigger appropriate Alerting (Shift Manager)

    • D. 

      Start --> Incident Management --> Escalate to Incident Manager --> Trigger appropriate Alerting (Shift Manager)

    • E. 

      None of the above

  • 6. 
    A Severity 1 incident, impacting multiple customers with potential branding impacting consequences should be categorized as a:
    • A. 

      DEFCON 3

    • B. 

      Severity 1 only - ICC doesn't need to be called

    • C. 

      DEFCON 2

    • D. 

      DEFCON 1 (Sev 0)

    • E. 

      None of the above

  • 7. 
    A Severity 1 incident, impacting multiple customers which is deemed under control with a clear path to restoration should be categorized as a:
    • A. 

      DEFCON 3

    • B. 

      Severity 1 only - ICC doesn't need to be called

    • C. 

      DEFCON 2

    • D. 

      DEFCON 1 (Sev 0)

    • E. 

      None of the above

  • 8. 
    The purpose of an ICC is to:
    • A. 

      Arrange a meeting of technical staff to assess the technical issue, provide technical solutions and restore service

    • B. 

      Provide a focal point for coordination, communication, prioritization and management escalation for an incident, including risk and impact assessment

    • C. 

      Refer an Incident to Problem Management for Root Cause Analysis (RCA)

    • D. 

      All of the above

    • E. 

      None of the above

  • 9. 
    Which roles would be more actively involved in a DEFCON 1 than a DEFCON 2?
    • A. 

      Area Ops Manager and Recovery Manager

    • B. 

      Global Head of Technology Operations and Global Head of Service Operations

    • C. 

      Problem Manager and Change Manager

    • D. 

      All of the above

    • E. 

      None of the above

  • 10. 
    In most cases, who discusses and decides whether to call an ICC?
    • A. 

      Area Operations Manager and Incident Manager

    • B. 

      Incident Manager (i.e. Data Center Manager) and Shift Manager

    • C. 

      Problem Manager and Communications Manager

    • D. 

      Change Manager

    • E. 

      All of the above

  • 11. 
    Who is responsible for initiating an Incident Management Group (IMG) phone cascade?
    • A. 

      Incident Manager (i.e. Data Center Manager)

    • B. 

      Area Operations Manager

    • C. 

      Incident Coordinator

    • D. 

      Shift Manager

    • E. 

      None of the above

  • 12. 
    Who is the chairperson of the Management Team Meeting (MTM)?
    • A. 

      Data Center Manager

    • B. 

      Area Operations Manager

    • C. 

      Regional Head of Operations

    • D. 

      Change Manager

    • E. 

      None of the above

  • 13. 
    What is the maximum designated duration for IMG and MTM meetings?
    • A. 

      1 hour

    • B. 

      30 minutes

    • C. 

      20 minutes

    • D. 

      As long as it is required to get the job done properly

    • E. 

      Until everyone has had their say

  • 14. 
    The role of the Incident Recovery Team (IRT) is to:
    • A. 

      Act as a focal point for communication while coordinating activities of the teams resolving the incident

    • B. 

      Attend all MTM's from a technical perspective

    • C. 

      Identify and remove the underlying unknown cause of the incident

    • D. 

      Be responsible for all technical recovery activities including the provision of technical solutions

    • E. 

      None of the above

  • 15. 
    What should the Recovery Manager provide to the IMG?
    • A. 

      Technical subject matter expertise to identify the best technical solution

    • B. 

      Detailed configuration information relating to the affected service

    • C. 

      Nothing

    • D. 

      All of the above

    • E. 

      None of the above

  • 16. 
    How long after an ICC is initiated should an MTM be conducted?
    • A. 

      Within 20 minutes

    • B. 

      Immediately after the first IMG meeting

    • C. 

      Within 60 minutes

    • D. 

      When the Incident Coordinator reaches out to the Incident Manager

    • E. 

      None of the above

  • 17. 
    ICC's will always be called for:
    • A. 

      Any SDN issue occurring on weekends or market holidays

    • B. 

      Any issue that the TRCS feels should be handled by an ICC

    • C. 

      Business Critical and Priority Alerts

    • D. 

      All of the above

    • E. 

      None of the above

  • 18. 
    ICC benefits include but are not limited to:
    • A. 

      Consistent Methodology

    • B. 

      Risks are managed

    • C. 

      Effective Communication

    • D. 

      Appropriate resources used to faster recovery

    • E. 

      All of the above

  • 19. 
    An ICC is called to:
    • A. 

      Determine Root Cause Analysis (RCA) of a issue recently resolved

    • B. 

      Manage all sev. 1 issues

    • C. 

      Assist Problem Management in the Post Incident Review (PIR) process

    • D. 

      Manage major service impacting or potentially service impacting incidents

    • E. 

      None of the above

  • 20. 
    A partial ICC is invoked at which DEFCON level?
    • A. 

      DEFCON 1

    • B. 

      DEFCON 2

    • C. 

      DEFCON 3

    • D. 

      DEFCON 4

    • E. 

      DEFCON 5