CIM Service Desk & Escalation Processes 2

Question 1

A user calls the service desk reporting that a critical business application is completely unavailable. What is the service desk agent's FIRST action?

Accepted Answer

Log the incident and assign a priority based on impact and urgency

Answer

The first action is always to log and prioritize the incident based on its business impact and urgency before any other steps.

Question 2

Which escalation type occurs when a service desk agent hands an incident to a specialist team because the issue requires deeper technical expertise?

Accepted Answer

Functional escalation

Answer

Functional escalation transfers an incident to a team with specialized skills when the current tier lacks the expertise to resolve it.

Question 3

A service desk manager notices that 40% of incidents are being escalated to Tier 2 without any troubleshooting attempt. What is the BEST corrective action?

Accepted Answer

Review and update service desk knowledge base and provide additional training

Answer

Updating the knowledge base and training agents addresses the root cause of premature escalation by improving Tier 1 capability.

Question 4

What does 'first contact resolution' (FCR) measure at the service desk?

Accepted Answer

The percentage of incidents resolved without escalation or callback

Answer

FCR measures what proportion of incidents are fully resolved during the initial contact, without needing follow-up or escalation.

Question 5

During a major outage, multiple users call reporting the same issue. What is the recommended service desk approach?

Accepted Answer

Identify the common incident, open one major incident ticket, and link all related contacts

Answer

Linking related contacts to a single major incident ticket prevents duplicate effort and enables coordinated resolution.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Service Desk & Escalation Processes 2