CIM CIM Incident Categorization & Prioritization 2

Question 1

In a standard priority matrix, which combination results in the highest (P1/Critical) priority?

Accepted Answer

High impact, High urgency

Answer

Low impact, Low urgency

Answer

Low impact, High urgency

Answer

Medium impact, Low urgency

Question 2

What is 'functional escalation' in incident management?

Accepted Answer

Transferring the incident to a team with greater technical expertise

Answer

Notifying the board of directors about all incidents

Answer

Automatically closing low-priority incidents

Answer

Increasing the SLA resolution target time

Question 3

What is 'hierarchical escalation' primarily used for in incident management?

Accepted Answer

Informing management when incidents breach SLA or require executive awareness and resources

Answer

Routing incidents between technical teams of equal skill

Answer

Automatically categorizing incidents by type

Answer

Reducing the number of active incidents in the queue

Question 4

A CIM discovers that an incident initially logged as P3 is actually causing a complete outage for 200 users. What is the correct action?

Accepted Answer

Re-prioritize the incident to P1 and initiate major incident procedures

Answer

Keep the original priority to avoid confusion in the system

Answer

Close the incident and open a new one at P1

Answer

Wait for the next scheduled priority review to update the classification

Question 5

Which document pre-defines escalation paths and contact lists for use during major incidents?

Accepted Answer

Incident escalation policy and runbook

Answer

Change Advisory Board charter

Answer

Service portfolio

Answer

Asset management database

Question 6

What is the primary risk of consistently under-prioritizing incidents at intake?

Accepted Answer

SLA breaches and unresolved business-critical outages

Answer

Increased number of change requests submitted

Answer

Overstaffing of the service desk

Answer

Reduced number of problem records opened