Incident Management

It is okay not to log hours in PWA/Workplan per ticket number?

• True

• False

____ shows that solutions are already defined showing low effort in resolving an incident and that it will be closed on time.

• Known Resolution

• Unknown Resolution

• Insufficient Resources

• Lack of Capacity

What is the formula to get ARE?

• Actual Incident Resolution Effort/

  Number of In-Progress Tickets

• Actual Incident Resolution Effort/

  Number of In-Progress and Completed Tickets

• Actual Incident Resolution Effort/

  Number of Closed and Cancelled Tickets

• Actual Incident Resolution Effort/

  Number of Completed Tickets

____ means high effort and longer time is need to resolve an incident.

• Known Resolution

• Unknown Resolution

• Insufficient Resources

• Lack of Capacity

ARE without EDA is IRRELEVANT

• TRUE

• FALSE

An unplanned interruption in, or reduction of, the quality of an IT service.

• Issue

• Problem

• Incident

• Service Request

These are logged like incidents, but rarely cause any kind of service interruption.

• Issue

• Problem

• Incident

• Service Request

___ define steps for resolving common types of incidents and plan specialized responses for major incidents.

• Incident Tracking

• Incident Response

• Incident Model

• Incident Management

It helps to ensure that incidents aren't overlooked at any point in their life cycles and that those responsible for managing incidents can prioritize resources appropriately.

• Incident Tracking

• Incident Response

• Incident Model

• Incident Management

Its purpose is to prevent or minimize service interruptions or degradation of service quality that incidents cause.

• Incident Tracking

• Incident Response

• Incident Model

• Incident Management