To see the answer, highlight the text after the “A:” letter.
Q: Give some activities of Event Mgmt process?
A: Event Detection, Event filtering, Significance, Event correlation, Event review, Event close.
Q: true/false: an incident is categorized then logged
A: false. It’s logged, then categorized.
Q: What is the purpose of incident categorization?
- to distinguish incidents from service requests;
- used for correct escalation;
- used to match with similar incidents
Q: What are the sources of incidents?
A: web, mail, phone, event.
Q: Define Incident Mgmt
A: focuses on restoring the service to its normal state as soon as possible through solutions or workarounds; is responsible for reducing the time during which the service is disrupted; ensures that service disruption has little or no impact on business; may use KEDB.
Q: true/false: Incident Mgmt tries to understand why the incident happened
A: false. It only deals with solving the incident as quickly as possible.
Q: What is the Relationship between Incident Mgmt and SLA?
A: SLA defines timescales and response targets that should be respected by Incident Management.
Q: When is functional escalation recommended?
A: when the staff needs specialized knowledge.
Q: Why is hierarchic escalation recommended?
A: to inform the supervisor of the incident.
Q: When are both functional and hierarchic escalations needed?
A: when SLA-defined timescales are about to expire.
Q: What are the activities of Incident Mgmt?
- Incident Identification
- Incident Logging
- Incident Categorization
- Incident Prioritization
- Investigation and Diagnosis
- Incident Escalation (if needed)
- Incident Closure
Q: true/false: after solving an incident, the Service Desk must assign a “closure code” to it.
Q: true/false: after solving an incident, a problem record is created and an optional user satisfaction survey may be launched.
A: false; the problem record is created only when needed. And the survey is required.
Q: Which entity is the first contact for Request Fulfillment?
A: Service Desk.