Incident Management: Process Management
About the Lecture
The lecture Incident Management: Process Management by IT Training Zone is from the course ITIL® OSA - Operational Support and Analysis . It contains the following chapters:
- Lesson Contents
- Exercise – Inputs and Outputs
- Interfaces
- Information Management
- CSFs and KPIs
- Exercise – IM and CSI
- Exercise – Challenges
Included Quiz Questions
Which of the following is not a valid trigger for the Incident Management process?
- A change to a CI
- A phone call to the Service Desk
- A report from a technician
- A notification from a supplier
Which of these are possible inputs to the Incident Management process?
- OLA Targets
- SLA Targets
- Workarounds
- RFCs
- Service Requests
Which of the following is NOT a possible output from the Incident Management process?
- A SLAM chart
- A Customer satisfaction survey
- A Problem record
- Details of affected CIs
Which of these statements regarding incident inputs and outputs to problem management is/are true?
- Problem Management provides known errors as an input to Incident Management
- Incident Management outputs information to Problem Management about the effectiveness of a problem resolution
- Neither
Which of the following Service Design Processes does NOT interface with Incident Management?
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Information Security Management
Which of the following Service Transition Processes does NOT interface with Incident Management?
- Transition Planning and Support
- Service Asset and Configuration Management
- Change Management
- Knowledge Management
Which of the following is NOT an example of outputs from Service Level Management into Incident Management?
- Guidance on how to handle security incidents
- Incident response times
- Impact definitions to feed into incident prioritization
- Target fix times
Which of the following is NOT a valid piece of information held by the Incident Management process?
- RFCs
- Incident categories
- Actions taken to resolve incidents
- A. Diagnostic scripts
Which of the following are information sources used by Incident Management?
- The service catalogue
- The CMS
- The known error database
- The Service Pipeline
- Service Acceptance Criteria
Which of the following statements is/are CORRECT?
- Incident Management provides information to Change Management about the success of changes
- Change Management will implement RFCs to implement resolutions to incidents
- Neither
Which of the following is NOT a valid Critical Success Factor for the Incident Management process?
- Maintain quality of IT services through elimination of recurring incidents
- Resolve incidents as quickly as possible minimising impacts to the business
- Maintain quality of IT services
- Align Incident Management activities and priorities with those of the business
Which of the following is/are valid Key Performance Indicators for the Incident Management Critical Success Factor “Maintain quality of IT services “?
- Size of current incident backlog
- Number and percentage of major incidents
- Average cost per incident
- Number and percentage of incidents incorrectly assigned
Which of the following statements is INCORRECT about the relationship between Incident Management and Continual Service Improvement?
- Incident Management ensures a permanent fix is found for every incident leading to continual improvement in service level achievement
- Incident Management provides historical data so that CSI can spot improvement opportunities
- Incident records can be used by CSI to show the effectiveness of an improvement
- Incident Management provides input into prioritising Service Improvement Plans
Which of these is a key challenge for Incident Management?
- Ensuring integration between Incident management and the CMS to determine relationships between CIs
- Ensuring that changes to implement incident resolutions are properly tested
- Neither
Which of the following statements is TRUE?
- Incident Management depends on rapid identification of incidents through effective Event Management
- Ensuring all incidents are logged is essential if Problem Management is to be able to discover the underlying cause
- Neither
Which of the following is NOT a risk for Incident Management?
- Failing to prevent recurring incidents
- Having too many incidents to handle effectively due to ineffective Problem Management
- A growing backlog of incidents as no automatic alert and escalation method exists
- Failing to achieve SLA resolution targets due to inadequate or inaccurate CMS data
Author of lecture Incident Management: Process Management
IT Training Zone
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