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

A Service Level Agreement (SLA) is a formal contract between a service provider and customer that defines agreed targets for incident response and resolution times.

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

An OLA defines the responsibilities and targets for internal teams so that they collectively meet the commitments made in customer-facing SLAs.

Question 3

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

Accepted Answer

Underpinning Contract (UC)

Answer

An Underpinning Contract (UC) defines the obligations of external third-party vendors and suppliers that contribute to delivering services and supporting SLA commitments.

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

A proactive Incident Manager escalates and increases resources before an SLA breach occurs, since post-breach recovery carries greater business and contractual consequences.

Question 5

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

Accepted Answer

Mean Time to Repair (MTTR)

Answer

Mean Time to Repair (MTTR) measures the average time elapsed from incident detection to complete service restoration and is a key SLA performance indicator.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM CIM Incident Categorization & Prioritization 3