CIM CIM Incident Categorization & Prioritization 3

Question 1

What does SLA stand for in the context of incident management?

Accepted Answer

Service Level Agreement

Answer

System Logging Activity

Answer

Standard Latency Assessment

Answer

Severity Level Allocation

Question 2

What is the purpose of an Operational Level Agreement (OLA) in incident management?

Accepted Answer

To set internal team targets that underpin and support SLA delivery

Answer

To define external vendor obligations to the organization

Answer

To document all change requests submitted by internal teams

Answer

To track individual technician performance metrics

Question 3

Which document governs the obligations of external third-party vendors in supporting incident resolution?

Accepted Answer

Underpinning Contract (UC)

Answer

Service Level Agreement (SLA)

Answer

Operational Level Agreement (OLA)

Answer

Project charter

Question 4

What action should a Certified Incident Manager take when an incident's SLA resolution deadline is approaching but not yet breached?

Accepted Answer

Proactively escalate and increase resource allocation to resolve before breach

Answer

Wait until after the breach to formally escalate

Answer

Document the delay and continue with normal procedures

Answer

Close the incident to pause the SLA clock

Question 5

Which metric measures the average time from incident detection to full service restoration?

Accepted Answer

Mean Time to Repair (MTTR)

Answer

Recovery Point Objective (RPO)

Answer

Recovery Time Objective (RTO)

Answer

Mean Time Between Failures (MTBF)

Question 6

How does accurate impact assessment at incident intake most directly improve SLA compliance?

Accepted Answer

It ensures correct resources and priority are allocated from the very start

Answer

It reduces the total number of incidents reported to the service desk

Answer

It automatically extends SLA deadlines for complex incidents

Answer

It eliminates the need for hierarchical escalation