Incident resolution staff should have access to a Known Errors Database (KEDB) to help them resolve Incidents. A KEDB ...?
A. Must be solely under the control of the service provider, external sources cannot be trusted
B. External sources should be used as part of a logical KEDB e.g. the Microsoft knowledge base should be consulted for Microsoft errors
C) Internal capture of known errors is not needed, as every possible error is documented on the internet these days
D) Must be under the control of the incident staff only in order to ensure its quality
How should Major Incidents be defined?
A. Major Incidents are when more than 200 users are affected
B. Major Incidents are declared when the Incident meets or exceeds a financial threshold
C. Major Incidents are declared when the Incident can impact on the reputation of the service provider or customers
D. Major Incidents need to be defined by each individual service providing organisation, in consultation with their customers
The possible relationships between Incident logs and Problem logs DO NOT include?
A. An incident logged and no problem logged
B. An incident logged linked to the log of a problem
C. Many incident logs linked to a single problem
D. An incident linked to more than one problem log
How should target times be set for Incident resolution?
A. Target times to resolve should be the same for all Incident priorities
B. Customers should dictate resolution target times
C. Target times should be agreed and set as a result of negotiation between the relevant stakeholders - the customer(s), users, service level management, and the incident resolution staff
D. Target times to resolve are never needed or helpful
When logging incidents ...?
A. All incidents should be logged
B. Only those incidents that cannot be resolved whilst the user is on the phone to the Helpdesk should be logged
C. Only those incidents that cause an impact on Users should be logged
D. Only those incidents that we do not already know how to resolve should be logged
The priority of an Incident (or problem or change etc etc) should be based on?
A. How important the person is that reports the Incident
B. How many people report similar Incidents that appear to be related
C. How much work will be involved and the availability of resources to resolve the Incident
D. The priority should be based upon agreed measures of impact and urgency
It's useful to have a status field for incident logs that helps to understand the progress of the incident. A possible useful status is be 'on hold awaiting user'. A suitable time to use this status might be?
A. In order to avoid missing a target time to resolve - usually the SLA clock stops when the status is changed to 'on hold'
B. When no further action can be taken by the service provider until the user takes some action, supplies some information etc
C. When the service provider simply doesn't know what to do next
D. When the service provider is awaiting action by a supplier
When should an incident be closed?
A. When normal service operation has been restored
B. When normal service operation has been restored and the affected user has agreed that normal service is back
C. When the service provider knows that the Incident is as resolved as it will ever be, regardless of the user's opinion
D. When there is a danger of missing a target if the incident is not closed
Possible ways to escalate incidents include?
A. Functional and hierarchical escalations
B. Functional and management escalations
C. Hierarchical and management escalations
D. Hierarchical and horizontal escalations
What is the difference between an incident and a problem?
A. An incident is an unplanned interruption to (or degradation in) a service, a problem is the cause of that interruption
B. There is no difference between incidents and problems, it is just jargon
C. A problem is an unplanned interruption to (or degradation in) a service, an incident is the cause of that interruption
D. A problem only exists when there have been 5 or more related Incidents logged
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