CIM SLA & OLA Management in Incident Response 3

Question 1

What is an SLA breach?

Accepted Answer

A failure to meet the agreed service level target within the defined time frame

Answer

An incident that cannot be resolved by Level 1 support

Answer

An incident that affects more than 50 users simultaneously

Answer

A security vulnerability discovered during incident response

Question 2

Which of the following is the BEST proactive action an incident manager can take to prevent SLA breaches?

Accepted Answer

Monitor SLA timers continuously and escalate incidents that are approaching breach thresholds

Answer

Close incidents before the SLA timer expires regardless of resolution status

Answer

Lower SLA targets to make them easier to meet

Answer

Delegate all SLA monitoring to the service desk tier-1 team

Question 3

What information should an SLA breach report typically include?

Accepted Answer

Incident details, breach duration, contributing factors, impact, and recommended corrective actions

Answer

Only the incident ticket number and resolution notes

Answer

The names of the technicians who worked on the incident

Answer

Only financial penalties and compensation owed to the customer

Question 4

An incident manager reviews the monthly SLA report and finds that 80% of P2 breaches occurred between 5:00 PM and 8:00 AM. What is the most appropriate next step?

Accepted Answer

Investigate staffing levels and escalation procedures during off-hours and consider adjustments

Answer

Reclassify all P2 incidents logged after 5:00 PM as P3

Answer

Notify customers that SLAs do not apply outside business hours

Answer

Disable SLA timers for incidents logged during off-hours

Question 5

In SLA management, what is a 'service credit'?

Accepted Answer

A financial compensation or remedy offered to the customer when an SLA is breached

Answer

Additional support hours granted to high-priority customers

Answer

A measure of how many incidents a customer can log per month

Answer

An internal credit assigned to support teams that meet OLA targets

Question 6

Which metric helps incident managers assess whether SLA targets are realistic and achievable over time?

Accepted Answer

SLA achievement rate tracked over rolling periods (e.g., monthly, quarterly)

Answer

Mean Time Between Failures (MTBF)

Answer

Number of incidents assigned per technician

Answer

Configuration item (CI) count in the CMDB

Question 7

When a customer disputes an SLA breach claim, which of the following is the most defensible evidence an incident manager can provide?

Accepted Answer

Timestamped audit logs from the ITSM tool showing all incident state changes and actions taken

Answer

Verbal confirmation from the technician who worked the incident

Answer

The incident manager's personal notes from the incident

Answer

An email summary written after the incident was closed