CIM Incident Categorization & Prioritization Flashcards
6 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CIM Incident Categorization & Prioritization flashcards as text
In a standard priority matrix, which combination results in the highest (P1/Critical) priority?
Answer: High impact, High urgency
In a standard priority matrix, High impact combined with High urgency produces the highest (P1/Critical) priority designation.
What is 'functional escalation' in incident management?
Answer: Transferring the incident to a team with greater technical expertise
Functional escalation transfers an incident to a support group with greater skill or authority to resolve a specific technical issue, distinct from hierarchical escalation to management.
What is 'hierarchical escalation' primarily used for in incident management?
Answer: Informing management when incidents breach SLA or require executive awareness and resources
Hierarchical escalation notifies senior management or executives when an incident exceeds SLA thresholds or requires management decisions and additional resources.
A CIM discovers that an incident initially logged as P3 is actually causing a complete outage for 200 users. What is the correct action?
Answer: Re-prioritize the incident to P1 and initiate major incident procedures
When new information reveals significantly greater impact, the Incident Manager must immediately re-prioritize and trigger appropriate procedures such as major incident management.
Which document pre-defines escalation paths and contact lists for use during major incidents?
Answer: Incident escalation policy and runbook
An incident escalation policy and runbook pre-defines contact trees, escalation criteria, and response roles to ensure consistent and rapid escalation during major incidents.
What is the primary risk of consistently under-prioritizing incidents at intake?
Answer: SLA breaches and unresolved business-critical outages
Consistent under-prioritization leads to SLA breaches, delayed resolution of critical outages, and significant business impact that correct categorization could have prevented.