CIM Incident Categorization & Prioritization Flashcards

What does SLA stand for in the context of incident management?

Answer: Service Level Agreement

A Service Level Agreement (SLA) is a formal contract between a service provider and customer that defines agreed targets for incident response and resolution times.

What is the purpose of an Operational Level Agreement (OLA) in incident management?

Answer: To set internal team targets that underpin and support SLA delivery

An OLA defines the responsibilities and targets for internal teams so that they collectively meet the commitments made in customer-facing SLAs.

Which document governs the obligations of external third-party vendors in supporting incident resolution?

Answer: Underpinning Contract (UC)

An Underpinning Contract (UC) defines the obligations of external third-party vendors and suppliers that contribute to delivering services and supporting SLA commitments.

What action should a Certified Incident Manager take when an incident's SLA resolution deadline is approaching but not yet breached?

Answer: Proactively escalate and increase resource allocation to resolve before breach

A proactive Incident Manager escalates and increases resources before an SLA breach occurs, since post-breach recovery carries greater business and contractual consequences.

Which metric measures the average time from incident detection to full service restoration?

Answer: Mean Time to Repair (MTTR)

Mean Time to Repair (MTTR) measures the average time elapsed from incident detection to complete service restoration and is a key SLA performance indicator.

How does accurate impact assessment at incident intake most directly improve SLA compliance?

Answer: It ensures correct resources and priority are allocated from the very start

Accurate impact assessment at incident intake ensures the correct priority, team, and resources are assigned immediately, maximizing the chance of resolving the incident within SLA targets.