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
What is the primary purpose of incident categorization in ITIL-based incident management?
Answer: To assign incidents to the correct support team and enable trend analysis
Incident categorization primarily enables accurate routing to the appropriate support team and supports trend analysis for proactive service improvement.
In ITIL, which combination of factors determines incident priority?
Answer: Impact and urgency
ITIL defines incident priority based on the combination of impact (breadth of business effect) and urgency (how quickly the incident must be resolved).
What does 'impact' mean when prioritizing an incident?
Answer: The effect of the incident on business operations or users
Impact refers to the extent to which an incident affects business processes, users, or services, distinguishing it from urgency which measures resolution speed.
Which scenario would typically receive the highest incident priority?
Answer: A complete outage of a revenue-critical customer-facing application
A complete outage of a revenue-critical customer-facing application has both high impact and high urgency, warranting the highest priority classification.
Which categorization model uses a hierarchical structure such as 'Type > Category > Sub-category' for classifying incidents?
Answer: Multi-tiered categorization model
A multi-tiered categorization model organizes incidents into hierarchical levels, enabling precise classification and richer trend reporting.
When should an incident's priority be re-evaluated during its lifecycle?
Answer: When new information reveals a greater or lesser business impact
Incident priority should be re-evaluated whenever new information changes the understanding of its impact or urgency on the business.