CIM SLA & OLA Management in Incident Response

Question 1

What does SLA stand for in the context of incident management?

Accepted Answer

Service Level Agreement

Answer

System Lifecycle Assessment

Answer

Security Licensing Arrangement

Answer

Service Logging Audit

Question 2

Which SLA metric specifically measures the time elapsed from when an incident is reported to when work on its resolution begins?

Accepted Answer

Response Time

Answer

Resolution Time

Answer

Restore Time

Answer

Recovery Point Objective

Question 3

An SLA defines a P1 incident must be resolved within 4 hours. The incident was logged at 9:00 AM and resolved at 1:30 PM. What is the status of this SLA?

Accepted Answer

SLA breached — resolved 30 minutes late

Answer

SLA met — resolved within the 4-hour window

Answer

SLA paused — requires manual review

Answer

SLA not applicable — P1 incidents are exempt

Question 4

Which of the following best describes the purpose of an SLA clock pause (also called 'stop the clock')?

Accepted Answer

To suspend SLA timing when the delay is caused by the customer or a third party outside the provider's control

Answer

To permanently exclude incidents from SLA reporting

Answer

To reset the SLA timer after each escalation

Answer

To automatically escalate incidents that are nearing breach

Question 5

In ITIL-aligned incident management, how are SLA targets typically differentiated?

Accepted Answer

By incident priority level, which reflects impact and urgency

Answer

By the name of the assigned technician

Answer

By the geographic location of the customer

Answer

By the time of day the incident is reported

Question 6

What is the primary difference between an SLA and an OLA?

Accepted Answer

An SLA is between provider and customer; an OLA is between internal support teams

Answer

An SLA is internal; an OLA is external

Answer

An SLA covers security incidents; an OLA covers service requests

Answer

An SLA is legally binding; an OLA is informal and optional

Question 7

Which tool is most commonly used by incident managers to monitor real-time SLA compliance across open incidents?

Accepted Answer

An SLA dashboard or live queue view within the ITSM tool

Answer

A post-incident review template

Answer

A manual spreadsheet updated daily

Answer

A configuration management database (CMDB)