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

ISO 20000-1 measures incident management effectiveness primarily by the percentage of incidents resolved within the SLA-agreed targets, reflecting adherence to service commitments.

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

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.

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

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.

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

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.

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

ISO 20000-1 requires regular, timely communication to affected users and relevant stakeholders during major incidents to maintain transparency and manage business expectations.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification Incident Management 3