CIM Major Incident Management Procedures 5

Question 1

When should the Major Incident Manager formally close a major incident?

Accepted Answer

After service is confirmed restored, stakeholders are notified, and the PIR is scheduled

Answer

Formal closure requires confirmed service restoration, stakeholder notification of resolution, and scheduling of the PIR — not just a technical fix.

Question 2

A major incident impacts a service covered by an external SLA with financial penalties. Who should be informed FIRST beyond the technical team?

Accepted Answer

The account manager or customer success manager for the affected customer

Answer

The account manager or customer success manager must be informed immediately so they can manage the customer relationship and SLA breach implications.

Question 3

What does 'service restoration' mean in the context of major incident management?

Accepted Answer

Normal or agreed service operation has been resumed, even if via a workaround

Answer

Service restoration means users can access the service at agreed levels again, which may be achieved through a workaround before the permanent fix.

Question 4

Which factor MOST commonly contributes to a major incident taking longer to resolve than necessary?

Accepted Answer

Poor communication and unclear ownership during the response

Answer

Studies consistently show that unclear ownership and communication breakdowns are the leading contributors to extended major incident resolution times.

Question 5

An organization has a 'no-blame' culture for post-incident reviews. What is the primary benefit of this approach?

Accepted Answer

It encourages honest reporting and sharing of information, leading to better root cause identification

Answer

A no-blame culture removes the fear of punishment, encouraging open and honest discussion that surfaces the true chain of events and systemic issues.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Major Incident Management Procedures 5