Incident Management Quiz

_________ is an unplanned event in the IT infrastructure of an enterprise which causes interruption, disruption and reduction in the quality of an IT service.

• Service Request

• Incident

• Incident Management

• Incident SLA

RCA stands for _____.

• Root Challenge Analysis

• Reason and Change Analysis

• Root Cause Analysis

• Reason and Cause Analysis

_______ is the process responsible for managing the lifecycle of an incident from the time it has been reported till the time it is resolved.

• Problem Management

• Change Management

• Service Management

• Incident Management

Priority is based on _______.

• Response and Resolution SLA

• Incident and Service Request

• Impact and Urgency

• Upgrade and Downgrade

_____ distributes assigned Incident requests among the group's product/service specialists.

• Incident Management Process Owner

• Incident Manager

• Major Incident Manager

• Incident Assignee

____ measures the effect on the business, defined in the SLA (Service Level Agreement), based on user, service or number of items.

• Impact

• Urgency

• Prioritization

• Categorization

_______ measures the business criticality of an incident. The urgency reflects the time available for repair or avoidance before the impact is felt by the business.

• Impact

• Urgency

• Prioritization

• Categorization

______ is a process in which the information provided are compared to those on file in a database of authorized users’ information.

• Validation

• Verification

• Investigation

• Authentication

When verifying a caller’s identity, we can provide helpful hint to help the caller answer the security questions you ask them.

• True

• False

We can share or allow a user to share their passwords.

• True

• False