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 SLA breach occurs when the service provider fails to meet the agreed resolution or response time target defined in the Service Level Agreement.

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

Proactively monitoring SLA timers and escalating at-risk incidents before they breach allows the incident manager to intervene and reallocate resources in time.

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

A complete SLA breach report documents incident details, how long the breach lasted, root contributing factors, business impact, and recommendations to prevent recurrence.

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

A clear pattern of after-hours breaches indicates a gap in staffing, coverage, or escalation processes during those periods that should be investigated and remediated.

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

A service credit is a contractual remedy — typically financial — paid or credited to the customer when the service provider fails to meet the agreed SLA targets.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM SLA & OLA Management in Incident Response 3