CIM CIM Incident Categorization & Prioritization

Question 1

What is the primary purpose of incident categorization in ITIL-based incident management?

Accepted Answer

To assign incidents to the correct support team and enable trend analysis

Answer

Incident categorization primarily enables accurate routing to the appropriate support team and supports trend analysis for proactive service improvement.

Question 2

In ITIL, which combination of factors determines incident priority?

Accepted Answer

Impact and urgency

Answer

ITIL defines incident priority based on the combination of impact (breadth of business effect) and urgency (how quickly the incident must be resolved).

Question 3

What does 'impact' mean when prioritizing an incident?

Accepted Answer

The effect of the incident on business operations or users

Answer

Impact refers to the extent to which an incident affects business processes, users, or services, distinguishing it from urgency which measures resolution speed.

Question 4

Which scenario would typically receive the highest incident priority?

Accepted Answer

A complete outage of a revenue-critical customer-facing application

Answer

A complete outage of a revenue-critical customer-facing application has both high impact and high urgency, warranting the highest priority classification.

Question 5

Which categorization model uses a hierarchical structure such as 'Type > Category > Sub-category' for classifying incidents?

Accepted Answer

Multi-tiered categorization model

Answer

A multi-tiered categorization model organizes incidents into hierarchical levels, enabling precise classification and richer trend reporting.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM CIM Incident Categorization & Prioritization