ISO 20000 Certification Incident Management 3

Question 1

According to ISO 20000-1, which of the following metrics is most appropriate for measuring the effectiveness of incident management?

Accepted Answer

The percentage of incidents resolved within agreed SLA targets

Answer

The number of configuration items registered in the CMDB

Answer

The total number of service requests submitted per month

Answer

The number of changes implemented without a change advisory board review

Question 2

How should an organization handle an incident that is caused by an unauthorized change, according to ISO 20000-1 principles?

Accepted Answer

Restore service through incident management and refer the unauthorized change to change management for review

Answer

Ignore the change aspect and focus only on restoring service

Answer

Immediately roll back all changes made in the last 30 days

Answer

Terminate the responsible technician's access without investigation

Question 3

What is the significance of incident categorization in the ISO 20000-1 incident management process?

Accepted Answer

It enables accurate routing, reporting, and trend analysis of incidents

Answer

It determines which technician will receive the incident based on alphabetical assignment

Answer

It is used exclusively for billing customers for support services

Answer

Categorization is optional and used only at the organization's discretion

Question 4

Under ISO 20000-1, which process should be triggered if an incident cannot be resolved and its root cause is unknown?

Accepted Answer

Problem management

Answer

Release and deployment management

Answer

Service level management

Answer

Capacity management

Question 5

How does ISO 20000-1 address the communication requirements during a major incident?

Accepted Answer

Regular updates must be provided to affected users and stakeholders throughout the incident lifecycle

Answer

Communication is not required during a major incident

Answer

Only the IT manager needs to be notified once the incident is resolved

Answer

Communication is limited to a single notification when the incident is first detected

Question 6

In ISO 20000-1, what is the purpose of a post-incident review (PIR) for major incidents?

Accepted Answer

To identify lessons learned and prevent recurrence through documented improvements

Answer

To assign blame and disciplinary action to the responsible parties

Answer

To calculate the financial cost of the incident for insurance purposes

Answer

To determine whether to reclassify the incident as a service request

Question 7

Which ISO 20000-1 requirement ensures that incident management integrates with the overall service management system?

Accepted Answer

Incident records must be linked to relevant configuration items, problems, changes, and service level records

Answer

Incidents must be resolved exclusively by the IT operations team without involving other processes

Answer

Incident management operates independently and does not share data with other processes

Answer

All incidents must be approved by the change advisory board before resolution