CIM Service Desk & Escalation Processes 5

Question 1

In ITIL-aligned incident management, what is the service desk's role during a major incident?

Accepted Answer

Act as the single point of contact for user communication while the major incident team handles resolution

Answer

During a major incident, the service desk maintains user communication and updates while a dedicated major incident team focuses on technical resolution.

Question 2

Which type of escalation should be triggered when an incident is likely to cause reputational damage to the organization?

Accepted Answer

Hierarchical escalation involving senior management and possibly communications teams

Answer

Reputational risk requires senior management awareness and may involve communications or legal teams, making hierarchical escalation appropriate.

Question 3

What is the recommended approach when a Tier 2 specialist cannot resolve an incident and needs to return it to the service desk?

Accepted Answer

Update the ticket with findings, revert ownership to service desk, and brief them on next steps

Answer

Returning a ticket to the service desk requires full documentation of findings and a briefing so the service desk can manage the user relationship and next escalation path.

Question 4

How should the service desk handle duplicate incident tickets submitted by the same user through multiple channels (phone, email, chat)?

Accepted Answer

Identify the duplicate tickets, merge them into one, and communicate the consolidated ticket ID to the user

Answer

Merging duplicates into a single ticket prevents fragmented effort and keeps the user informed with one reference point.

Question 5

What does 'time to escalate' (TTE) measure and why is it important?

Accepted Answer

The elapsed time between incident detection and the decision to escalate, used to identify delays in Tier 1 triage

Answer

TTE identifies whether Tier 1 agents are holding incidents too long before escalating, which can cause SLA breaches downstream.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Service Desk & Escalation Processes 5