CIM Major Incident Management Procedures 4

Question 1

A major incident involves a third-party vendor whose fix requires a 4-hour maintenance window. The SLA requires service restoration within 2 hours. What is the BEST course of action?

Accepted Answer

Explore alternative workarounds and escalate within the vendor organization while communicating the SLA breach risk to stakeholders

Answer

The Major Incident Manager must pursue parallel tracks — pushing the vendor for expedited resolution while pursuing workarounds and keeping stakeholders informed of SLA breach risk.

Question 2

Which element MUST be included in every major incident declaration?

Accepted Answer

Named Incident Commander or Major Incident Manager

Answer

A named Incident Commander or Major Incident Manager must be assigned immediately upon major incident declaration to ensure clear ownership and coordination.

Question 3

What is the purpose of establishing a 'bridge' or 'command call' during a major incident?

Accepted Answer

To bring all key responders onto a single real-time communication channel for coordinated response

Answer

A bridge call creates a shared communication channel that eliminates information silos and enables rapid coordinated decision-making during response.

Question 4

An organization experiences the same type of major incident for the third time in six months. What does this MOST likely indicate?

Accepted Answer

Problem Management actions from prior PIRs were not effectively implemented

Answer

Recurring major incidents indicate that root causes were not eliminated, pointing to a failure in implementing PIR action items through Problem Management.

Question 5

During a major incident, a junior team member proposes a high-risk fix that could either resolve the issue or cause additional outages. What should the Major Incident Manager do?

Accepted Answer

Assess the risk with senior technical staff and the change process before authorizing

Answer

High-risk changes during incidents must go through rapid risk assessment with qualified personnel before authorization, even under time pressure.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Major Incident Management Procedures 4