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

SLA stands for Service Level Agreement, which is a formal contract between a service provider and a customer defining expected service levels and response commitments.

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

Response Time measures the elapsed time from incident report to when the support team begins actively working on the incident.

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

The incident took 4.5 hours to resolve, which exceeds the 4-hour SLA target by 30 minutes, constituting an SLA breach.

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

SLA clock pauses suspend timing when the resolution is delayed due to factors outside the provider's control, such as waiting for customer-provided information.

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

SLA targets are typically differentiated by incident priority (P1–P4), which is determined by combining the incident's impact on the business and its urgency.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM SLA & OLA Management in Incident Response