1. ITIL® OSA - Operational Support and Analysis

Incident Management: Activities, Methods and Techniques by IT Training Zone

video locked

About the Lecture

The lecture Incident Management: Activities, Methods and Techniques by IT Training Zone is from the course ITIL® OSA - Operational Support and Analysis . It contains the following chapters:

  • Lesson Contents
  • Identification
  • Exercise – Incident Information
  • Exercise – Categories
  • Prioritisation
  • Escalation
  • Exercise – Investigation
  • Closure

Included Quiz Questions

  1. Identification, logging, categorisation, prioritisation, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, incident closure
  2. Identification, logging, prioritisation, categorisation, incident escalation, initial diagnosis, investigation and diagnosis, resolution and recovery, incident closure
  3. Identification, logging, categorisation, prioritisation, initial diagnosis, investigation and diagnosis, incident escalation resolution and recovery, incident closure
  4. Identification, logging, prioritisation, categorisation, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, incident closure
  1. A phone call/email to the Service Desk reporting a failure
  2. A call taken and resolved outside of normal Service Desk hours, by other staff
  3. An alert from Event Management, showing response time for a service has breached the acceptable level
  4. A repeated report of a Major Incident
  5. A user asking how to access email from home
  1. Closure, after informing the customer that there is already a major incident raised
  2. Closure, following a permanent resolution
  3. Closure, following a workaround
  4. Escalation to a third party support organisation
  1. Priority levels affect the target resolution time for the incident
  2. Priority levels are assessed by comparing the incident with the other open incidents
  3. Neither
  1. VIPs’ incidents should always be assigned the highest priority
  2. VIPs may be offered an enhanced SLA, with shorter resolution targets
  3. Neither
  1. Business impact
  2. Urgency
  3. Service provider resources available
  4. Service provider capabilities
  1. Incidents should only be functionally escalated if the Service Desk cannot resolve them within the time allowed
  2. Every incident should be functionally escalated as rapidly as possible to meet SLA targets
  3. Incidents should only be hierarchically escalated if they are likely to miss their SLA targets
  4. Every incident should be hierarchically escalated as rapidly as possible to meet SLA targets
  1. The Service Desk closes the related problem record
  2. The Service Desk contacts the user to obtain their agreement that the incident may be closed
  3. The Service Desk manager examines the resolution details to understand if the incident could have been resolved at the Service Desk
  4. The Service Desk returns the incident to the support team if resolution details are missing or incomplete
  1. If it was an incident that was reported several times so that there was one “parent” record and several related “child records”, the related records are also closed, with the user’s agreement
  2. The incident is analysed by Problem Management
  3. If the incident was a Major Incident , a Major Incident Review is held
  4. A Customer Satisfaction Survey is sent to the user
  5. The problem record is also closed
  1. Functional escalation may happen more than once to the same incident, from 2nd to 3rd line, 3rd line to supplier etc.
  2. Incidents may be escalated functionally OR hierarchically but not both.
  3. Neither

Author of lecture Incident Management: Activities, Methods and Techniques

IT Training Zone

IT Training Zone

Customer reviews

(1)
5,0 of 5 stars
5 Stars
5
4 Stars
0
3 Stars
0
2 Stars
0
1  Star
0

© 2024 Lecturio GmbH. All rights reserved.

Direct contact to top experts
Mobile availability
100% Money-Back Guarantee