Incident Management Flashcards
7 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Incident Management flashcards as text
According to ISO 20000-1, what is the primary objective of incident management?
Answer: To restore normal service operation as quickly as possible and minimize business impact
ISO 20000-1 defines the primary objective of incident management as restoring normal service operation as quickly as possible and minimizing adverse impact on business operations.
How does ISO 20000-1 distinguish between an incident and a service request?
Answer: An incident is an unplanned interruption or reduction in quality of a service, while a service request is a formal request for a standard change or information
ISO 20000-1 clearly distinguishes incidents as unplanned interruptions or reductions in service quality, whereas service requests are formal user demands for standard services or information.
Which of the following is a required activity in the ISO 20000-1 incident management process?
Answer: Recording and classifying all incidents
ISO 20000-1 requires that all incidents be recorded and classified as part of the incident management process to ensure proper tracking and prioritization.
What does ISO 20000-1 require regarding incident prioritization?
Answer: Incidents must be prioritized based on their impact and urgency to determine appropriate response times
ISO 20000-1 requires that incidents be prioritized based on their impact on the business and urgency, which together determine the appropriate response and resolution times.
Under ISO 20000-1, what defines a major incident?
Answer: An incident with a significant impact on the business that requires a separate procedure
ISO 20000-1 defines a major incident as one that has a significant impact on the business and requires a separate, expedited management procedure to minimize disruption.
According to ISO 20000-1, which team or role is typically responsible for coordinating the resolution of major incidents?
Answer: A dedicated major incident manager or team
ISO 20000-1 recommends that major incidents be coordinated by a dedicated major incident manager or team to ensure swift and organized resolution.
What is the relationship between incident management and problem management in ISO 20000-1?
Answer: Incident management focuses on immediate restoration while problem management investigates root causes
In ISO 20000-1, incident management focuses on quickly restoring service, while problem management investigates the underlying root causes to prevent recurrence.