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
ISO 20000-1 requires that incident records contain which of the following information?
Answer: The incident identifier, classification, impact, status, and resolution details
ISO 20000-1 mandates that incident records include key attributes such as a unique identifier, classification, impact assessment, current status, and resolution details for traceability.
What is a workaround in the context of ISO 20000-1 incident management?
Answer: A temporary solution that reduces or eliminates the impact of an incident when a full resolution is not yet available
A workaround in ISO 20000-1 is a temporary measure to reduce or eliminate the impact of an incident until a permanent resolution can be implemented.
According to ISO 20000-1, when should an incident be escalated?
Answer: When it cannot be resolved within the agreed response time or when it exceeds the capability of the current support level
ISO 20000-1 requires escalation when incidents cannot be resolved within agreed timeframes or when they exceed the capability of the current support tier.
How does ISO 20000-1 require organizations to handle recurring incidents?
Answer: They should be linked to a problem record for root cause investigation
ISO 20000-1 requires that recurring incidents be linked to problem records so that the problem management process can investigate and address the underlying root cause.
What does ISO 20000-1 specify regarding service level targets for incident management?
Answer: Response and resolution targets must be defined and agreed upon in the service level agreement
ISO 20000-1 requires that response and resolution time targets for incidents be defined and agreed upon in the service level agreement (SLA) between the provider and customer.
In ISO 20000-1, which document provides known solutions or workarounds that support faster incident resolution?
Answer: The known error database (KEDB)
The known error database (KEDB) stores documented workarounds and fixes for known errors, enabling incident management teams to resolve recurring incidents more quickly.
What is required when closing an incident record under ISO 20000-1?
Answer: The user must be informed and confirmation of resolution obtained before formal closure
ISO 20000-1 requires that users be informed of the resolution and that confirmation be obtained before an incident is formally closed to ensure service has been restored to the user's satisfaction.