CIM Major Incident Management Procedures 3

Question 1

During a major incident, the technical lead insists the issue is almost resolved and requests that the Major Incident Manager not escalate. What should the Major Incident Manager do?

Accepted Answer

Follow the escalation criteria defined in the major incident procedure regardless of opinion

Answer

Escalation decisions must be based on defined criteria and timeframes, not on the subjective assessment of individuals involved in the fix.

Question 2

What is the role of a 'scribe' in a major incident response?

Accepted Answer

To maintain a real-time log of actions taken, decisions made, and timeline of events

Answer

A scribe documents the incident timeline, actions, and decisions in real time, ensuring an accurate record for the PIR and audit trail.

Question 3

Which of the following BEST describes a workaround in the context of major incident management?

Accepted Answer

A temporary solution that restores service without resolving the underlying problem

Answer

A workaround restores service temporarily while the root cause is investigated, and is distinct from a permanent solution.

Question 4

Which ITIL process is MOST closely associated with identifying the root cause of a major incident after service is restored?

Accepted Answer

Problem Management

Answer

Problem Management is responsible for investigating root causes of incidents and initiating actions to prevent recurrence.

Question 5

A P1 incident is downgraded to P2 during the response. What action is required?

Accepted Answer

Notify all stakeholders of the priority change and adjust response resources accordingly

Answer

A priority change must be communicated to stakeholders and response resources adjusted to match the revised impact and urgency assessment.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Major Incident Management Procedures 3