SDI Incident Management & Problem-Solving 2

Question 1

According to ITIL-aligned SDI practices, what is the PRIMARY difference between an incident and a problem?

Accepted Answer

An incident is a disruption to service; a problem is the underlying cause of one or more incidents

Answer

An incident is any unplanned interruption to a service, while a problem is the root cause behind one or more incidents.

Question 2

A service desk agent receives a call about a network outage affecting 200 users. What should the agent do FIRST?

Accepted Answer

Log the incident and check for an existing major incident record

Answer

The agent should log the incident and check whether a major incident has already been declared to avoid duplicate efforts.

Question 3

Which metric best measures how quickly the service desk restores normal service after an incident?

Accepted Answer

Mean Time to Restore Service (MTRS)

Answer

MTRS measures the average time taken from incident detection to full service restoration.

Question 4

During major incident management, the role of the 'Incident Manager' is to:

Accepted Answer

Coordinate all resolver groups and communicate updates to stakeholders

Answer

The Incident Manager coordinates resolver teams and ensures stakeholders receive timely, accurate communications throughout the major incident.

Question 5

A workaround is BEST described as:

Accepted Answer

A temporary solution that reduces or eliminates the impact of an incident while a permanent fix is developed

Answer

A workaround provides temporary relief from an incident's impact until a permanent fix is implemented.

(SDI) Service Desk Institute Certifications Practice Test