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

In a standard priority matrix, High impact combined with High urgency produces the highest (P1/Critical) priority designation.

Question 2

What is 'functional escalation' in incident management?

Accepted Answer

Transferring the incident to a team with greater technical expertise

Answer

Functional escalation transfers an incident to a support group with greater skill or authority to resolve a specific technical issue, distinct from hierarchical escalation to management.

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

Hierarchical escalation notifies senior management or executives when an incident exceeds SLA thresholds or requires management decisions and additional resources.

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

When new information reveals significantly greater impact, the Incident Manager must immediately re-prioritize and trigger appropriate procedures such as major incident management.

Question 5

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

Accepted Answer

Incident escalation policy and runbook

Answer

An incident escalation policy and runbook pre-defines contact trees, escalation criteria, and response roles to ensure consistent and rapid escalation during major incidents.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM CIM Incident Categorization & Prioritization 2