ISO 20000 Certification Incident Management 2

Question 1

ISO 20000-1 requires that incident records contain which of the following information?

Accepted Answer

The incident identifier, classification, impact, status, and resolution details

Answer

Only the date, time, and assigned technician

Answer

The full source code of any application involved in the incident

Answer

The names of all users affected and their individual contact information

Question 2

What is a workaround in the context of ISO 20000-1 incident management?

Accepted Answer

A temporary solution that reduces or eliminates the impact of an incident when a full resolution is not yet available

Answer

A permanent fix that eliminates the root cause of an incident

Answer

A documented process for escalating incidents to senior management

Answer

A method for transferring incident ownership between teams

Question 3

According to ISO 20000-1, when should an incident be escalated?

Accepted Answer

When it cannot be resolved within the agreed response time or when it exceeds the capability of the current support level

Answer

After exactly 30 minutes, regardless of progress

Answer

Only when the customer formally requests escalation in writing

Answer

Escalation is not permitted under ISO 20000-1

Question 4

How does ISO 20000-1 require organizations to handle recurring incidents?

Accepted Answer

They should be linked to a problem record for root cause investigation

Answer

Recurring incidents should be ignored once a workaround is in place

Answer

They must be reclassified as service requests after the second occurrence

Answer

Recurring incidents are automatically closed after 30 days

Question 5

What does ISO 20000-1 specify regarding service level targets for incident management?

Accepted Answer

Response and resolution targets must be defined and agreed upon in the service level agreement

Answer

Service level targets are not required for incident management

Answer

A single universal response time of four hours applies to all incidents

Answer

Service level targets are set exclusively by the IT team without customer input

Question 6

In ISO 20000-1, which document provides known solutions or workarounds that support faster incident resolution?

Accepted Answer

The known error database (KEDB)

Answer

The service catalog

Answer

The change schedule

Answer

The service portfolio

Question 7

What is required when closing an incident record under ISO 20000-1?

Accepted Answer

The user must be informed and confirmation of resolution obtained before formal closure

Answer

The incident can be closed immediately once the technician believes it is resolved

Answer

Closure requires sign-off from the chief information officer

Answer

Incidents are automatically closed after 48 hours without user response