SDI Incident Management & Problem-Solving 3

Question 1

An analyst notices that five different users have logged the same Wi-Fi connectivity issue in the past two hours. What is the MOST appropriate next step?

Accepted Answer

Raise a major incident or problem record and link all related incident tickets

Answer

Recurring incidents affecting multiple users should be linked under a single major incident or problem record to enable coordinated resolution.

Question 2

Which problem-solving technique involves asking 'Why?' repeatedly until the root cause of an issue is identified?

Accepted Answer

5 Whys analysis

Answer

The 5 Whys technique iteratively asks why a problem occurred, typically five times, to drill down to its root cause.

Question 3

A post-incident review (PIR) is PRIMARILY conducted to:

Accepted Answer

Understand what went wrong, what was done well, and how to prevent recurrence

Answer

A PIR is a learning exercise focused on identifying improvement opportunities and preventing similar incidents in the future.

Question 4

In the SDI Service Desk framework, 'escalation' is categorized into two types. Which pair is CORRECT?

Accepted Answer

Functional and hierarchical

Answer

Functional escalation passes the incident to a team with greater technical skill, while hierarchical escalation involves management for prioritization or authority.

Question 5

Which tool is MOST useful for identifying the most frequently occurring incident categories in order to prioritize improvement efforts?

Accepted Answer

Pareto chart (80/20 analysis)

Answer

A Pareto chart highlights the 20% of incident types that typically cause 80% of the volume, guiding prioritization of fix efforts.

(SDI) Service Desk Institute Certifications Practice Test

(SDI) Service Desk Institute Certifications Practice Test

SDI Incident Management & Problem-Solving 3