Practice Test Geeks(CIM) Certified Incident Manager Practice Test
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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

  1. When should the Major Incident Manager formally close a major incident?

    Answer: After service is confirmed restored, stakeholders are notified, and the PIR is scheduled

    Formal closure requires confirmed service restoration, stakeholder notification of resolution, and scheduling of the PIR — not just a technical fix.

  2. A major incident impacts a service covered by an external SLA with financial penalties. Who should be informed FIRST beyond the technical team?

    Answer: The account manager or customer success manager for the affected customer

    The account manager or customer success manager must be informed immediately so they can manage the customer relationship and SLA breach implications.

  3. What does 'service restoration' mean in the context of major incident management?

    Answer: Normal or agreed service operation has been resumed, even if via a workaround

    Service restoration means users can access the service at agreed levels again, which may be achieved through a workaround before the permanent fix.

  4. Which factor MOST commonly contributes to a major incident taking longer to resolve than necessary?

    Answer: Poor communication and unclear ownership during the response

    Studies consistently show that unclear ownership and communication breakdowns are the leading contributors to extended major incident resolution times.

  5. An organization has a 'no-blame' culture for post-incident reviews. What is the primary benefit of this approach?

    Answer: It encourages honest reporting and sharing of information, leading to better root cause identification

    A no-blame culture removes the fear of punishment, encouraging open and honest discussion that surfaces the true chain of events and systemic issues.

  6. What is a 'known error' in ITIL-aligned incident and problem management?

    Answer: A problem for which the root cause and a workaround or fix have been identified

    A known error is a problem that has been analyzed to the point where the root cause is understood and a workaround or fix is documented in the Known Error Database (KEDB).

  7. During a major incident, the Major Incident Manager is informed that a fix requires taking a secondary data center offline. What process should govern this decision?

    Answer: The Emergency Change process, with rapid ECAB authorization

    Even during major incidents, significant infrastructure changes require Emergency Change authorization through the ECAB to assess and control risk.