Major Incident Management Procedures Flashcards
7 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 7 Major Incident Management Procedures flashcards as text
During a major incident, the technical lead insists the issue is almost resolved and requests that the Major Incident Manager not escalate. What should the Major Incident Manager do?
Answer: Follow the escalation criteria defined in the major incident procedure regardless of opinion
Escalation decisions must be based on defined criteria and timeframes, not on the subjective assessment of individuals involved in the fix.
What is the role of a 'scribe' in a major incident response?
Answer: To maintain a real-time log of actions taken, decisions made, and timeline of events
A scribe documents the incident timeline, actions, and decisions in real time, ensuring an accurate record for the PIR and audit trail.
Which of the following BEST describes a workaround in the context of major incident management?
Answer: A temporary solution that restores service without resolving the underlying problem
A workaround restores service temporarily while the root cause is investigated, and is distinct from a permanent solution.
Which ITIL process is MOST closely associated with identifying the root cause of a major incident after service is restored?
Answer: Problem Management
Problem Management is responsible for investigating root causes of incidents and initiating actions to prevent recurrence.
A P1 incident is downgraded to P2 during the response. What action is required?
Answer: Notify all stakeholders of the priority change and adjust response resources accordingly
A priority change must be communicated to stakeholders and response resources adjusted to match the revised impact and urgency assessment.
What is 'impact assessment' in the context of declaring a major incident?
Answer: Evaluating the breadth and severity of service disruption to determine incident priority
Impact assessment evaluates how many users, services, and business functions are affected to determine whether a major incident declaration is warranted.
During a major incident bridge call, multiple team leads begin debating the root cause rather than working on restoration. What should the Major Incident Manager do?
Answer: Redirect the team to focus on restoration actions and defer root cause analysis to the PIR
During active incidents, the Major Incident Manager must keep the team focused on service restoration; root cause analysis belongs in the PIR.