CIM Service Desk & Escalation Processes 3

Question 1

Which metric best indicates whether a service desk's escalation threshold is set appropriately?

Accepted Answer

Escalation rate combined with Tier 2 resolution rate

Answer

Comparing escalation rate with how often Tier 2 actually resolves vs. returns tickets reveals whether the threshold is calibrated correctly.

Question 2

A service desk receives an incident that falls outside normal business hours and no on-call specialist is available. What should the process dictate?

Accepted Answer

Follow the after-hours escalation procedure, which may include paging on-call management

Answer

After-hours escalation procedures ensure critical incidents receive appropriate attention even when regular support staff are unavailable.

Question 3

What is the role of 'warm handoff' in escalation?

Accepted Answer

Verbally briefing the receiving team before transferring ownership of the incident

Answer

A warm handoff involves the escalating agent directly communicating context to the receiving team before transferring, reducing resolution time.

Question 4

Which of the following BEST describes hierarchical escalation?

Accepted Answer

Escalating to higher management levels due to urgency, SLA breach risk, or customer demand

Answer

Hierarchical escalation involves management levels and is triggered by urgency, resource needs, or when normal resolution channels are failing.

Question 5

A service desk ticket is nearing its SLA resolution deadline and Tier 2 has not responded. What is the correct action?

Accepted Answer

Trigger an SLA escalation alert and notify the Tier 2 manager

Answer

SLA breach risk should trigger an automated alert and manager notification so the incident receives priority attention before the deadline passes.

(CIM) Certified Incident Manager Practice Test