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, which of the following metrics is most appropriate for measuring the effectiveness of incident management?
Answer: The percentage of incidents resolved within agreed SLA targets
ISO 20000-1 measures incident management effectiveness primarily by the percentage of incidents resolved within the SLA-agreed targets, reflecting adherence to service commitments.
How should an organization handle an incident that is caused by an unauthorized change, according to ISO 20000-1 principles?
Answer: Restore service through incident management and refer the unauthorized change to change management for review
ISO 20000-1 requires restoring service as the immediate priority via incident management, while the unauthorized change is separately referred to change management for investigation and corrective action.
What is the significance of incident categorization in the ISO 20000-1 incident management process?
Answer: It enables accurate routing, reporting, and trend analysis of incidents
Incident categorization in ISO 20000-1 ensures that incidents are routed to the correct support team, and it enables meaningful reporting and trend analysis to drive service improvement.
Under ISO 20000-1, which process should be triggered if an incident cannot be resolved and its root cause is unknown?
Answer: Problem management
When an incident cannot be resolved and the root cause is unknown, ISO 20000-1 requires that problem management be triggered to investigate and identify the underlying issue.
How does ISO 20000-1 address the communication requirements during a major incident?
Answer: Regular updates must be provided to affected users and stakeholders throughout the incident lifecycle
ISO 20000-1 requires regular, timely communication to affected users and relevant stakeholders during major incidents to maintain transparency and manage business expectations.
In ISO 20000-1, what is the purpose of a post-incident review (PIR) for major incidents?
Answer: To identify lessons learned and prevent recurrence through documented improvements
A post-incident review in ISO 20000-1 is conducted to identify lessons learned from major incidents and implement improvements that prevent recurrence and enhance service resilience.
Which ISO 20000-1 requirement ensures that incident management integrates with the overall service management system?
Answer: Incident records must be linked to relevant configuration items, problems, changes, and service level records
ISO 20000-1 requires that incident records be linked to relevant configuration items, problem records, changes, and SLA records to ensure end-to-end traceability and integrated service management.