ISO 20000 Certification Incident Management 2 — Questions and Answers
Question 1: ISO 20000-1 requires that incident records contain which of the following information?
- Only the date, time, and assigned technician
- The incident identifier, classification, impact, status, and resolution details (Correct answer)
- The full source code of any application involved in the incident
- The names of all users affected and their individual contact information
Correct 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.
Question 2: What is a workaround in the context of ISO 20000-1 incident management?
- A permanent fix that eliminates the root cause of an incident
- A temporary solution that reduces or eliminates the impact of an incident when a full resolution is not yet available (Correct answer)
- A documented process for escalating incidents to senior management
- A method for transferring incident ownership between teams
Correct 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.
Question 3: According to ISO 20000-1, when should an incident be escalated?
- After exactly 30 minutes, regardless of progress
- When it cannot be resolved within the agreed response time or when it exceeds the capability of the current support level (Correct answer)
- Only when the customer formally requests escalation in writing
- Escalation is not permitted under ISO 20000-1
Correct 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.
Question 4: How does ISO 20000-1 require organizations to handle recurring incidents?
- Recurring incidents should be ignored once a workaround is in place
- They should be linked to a problem record for root cause investigation (Correct answer)
- They must be reclassified as service requests after the second occurrence
- Recurring incidents are automatically closed after 30 days
Correct 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.
Question 5: What does ISO 20000-1 specify regarding service level targets for incident management?
- Service level targets are not required for incident management
- Response and resolution targets must be defined and agreed upon in the service level agreement (Correct answer)
- A single universal response time of four hours applies to all incidents
- Service level targets are set exclusively by the IT team without customer input
Correct 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.
Question 6: In ISO 20000-1, which document provides known solutions or workarounds that support faster incident resolution?
- The service catalog
- The known error database (KEDB) (Correct answer)
- The change schedule
- The service portfolio
Correct 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.
Question 7: What is required when closing an incident record under ISO 20000-1?
- The incident can be closed immediately once the technician believes it is resolved
- The user must be informed and confirmation of resolution obtained before formal closure (Correct answer)
- Closure requires sign-off from the chief information officer
- Incidents are automatically closed after 48 hours without user response
Correct 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.
ISO 20000 Certification Incident Management 2
ISO 20000-1 requires that incident records contain which of the following information?