SLA & OLA Management in Incident Response 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 SLA & OLA Management in Incident Response flashcards as text
What is an SLA breach?
Answer: A failure to meet the agreed service level target within the defined time frame
An SLA breach occurs when the service provider fails to meet the agreed resolution or response time target defined in the Service Level Agreement.
Which of the following is the BEST proactive action an incident manager can take to prevent SLA breaches?
Answer: Monitor SLA timers continuously and escalate incidents that are approaching breach thresholds
Proactively monitoring SLA timers and escalating at-risk incidents before they breach allows the incident manager to intervene and reallocate resources in time.
What information should an SLA breach report typically include?
Answer: Incident details, breach duration, contributing factors, impact, and recommended corrective actions
A complete SLA breach report documents incident details, how long the breach lasted, root contributing factors, business impact, and recommendations to prevent recurrence.
An incident manager reviews the monthly SLA report and finds that 80% of P2 breaches occurred between 5:00 PM and 8:00 AM. What is the most appropriate next step?
Answer: Investigate staffing levels and escalation procedures during off-hours and consider adjustments
A clear pattern of after-hours breaches indicates a gap in staffing, coverage, or escalation processes during those periods that should be investigated and remediated.
In SLA management, what is a 'service credit'?
Answer: A financial compensation or remedy offered to the customer when an SLA is breached
A service credit is a contractual remedy — typically financial — paid or credited to the customer when the service provider fails to meet the agreed SLA targets.
Which metric helps incident managers assess whether SLA targets are realistic and achievable over time?
Answer: SLA achievement rate tracked over rolling periods (e.g., monthly, quarterly)
Tracking the SLA achievement rate over rolling periods reveals trends that indicate whether targets are calibrated correctly or need renegotiation.
When a customer disputes an SLA breach claim, which of the following is the most defensible evidence an incident manager can provide?
Answer: Timestamped audit logs from the ITSM tool showing all incident state changes and actions taken
Timestamped audit logs from the ITSM tool provide an objective, system-generated record of every state change and action, making them the most defensible evidence in an SLA dispute.