1. ITIL® OSA - Operational Support and Analysis

Incident Management: Introduction, Policies, Principles and Basic Concepts von IT Training Zone

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Über den Vortrag

Der Vortrag „Incident Management: Introduction, Policies, Principles and Basic Concepts“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Lesson Contents
  • Purpose, Objectives
  • Policies
  • Principles
  • Major Incidents
  • Major Incidents and Statuses

Quiz zum Vortrag

  1. As defined in the service level agreements
  2. In accordance with operational priorities
  3. In the time requested by the user reporting the incident
  4. The minimum level required for the user to be able to start working again
  1. A break or reduction in quality of a service
  2. A service-affecting failure
  3. A failure with an unknown cause
  4. A break in service for which a workaround is available.
  1. A problem may be the cause of an incident
  2. An incident is always caused by an event
  3. An incident may be the cause of a problem
  4. An incident will always be visible to the users
  1. Neither
  2. Incidents will always result in user dissatisfaction
  3. Good communication with the business during an incident is less important that working to achieve a resolution
  1. Users contacting the Service Desk
  2. Event Management
  3. Input from technical staff
  4. Availability Management
  1. By focusing IT resources in line with business priorities
  2. By preventing incidents from recurring
  3. By ensuring that all incidents are escalated to the appropriate technical expert immediately
  4. By providing standard services in the agreed target time
  1. Incident Management may identify user training requirements
  2. Incident Management can reduce business impact by minimising downtime
  3. Neither
  1. The root cause of outages
  2. Outages caused by user errors
  3. Outages caused by changes
  4. Outages affecting service components delivered by 3rd party suppliers
  1. Incident records can show the effectiveness of CSI measures
  2. Incident records can show where improvement is needed
  3. Neither
  1. Neither
  2. An incident should not be closed until the cause is known
  3. An incident should only be raised when an outage has occurred
  1. Communication with the business regarding incidents should be expressed in business terms
  2. Communication with the business regarding incidents should provide an appropriate level of information for non-technical staff
  3. Communication with the business regarding incidents should ensure that a full, detailed explanation is provided
  4. Communication with the business regarding incidents is an unnecessary distraction from incident resolution; they should be told when the incident is resolved
  1. The business, expressed in the SLAs
  2. The IT service provider resources
  3. The contract terms signed with 3rd party suppliers
  4. The impact of incident resolution work on other tasks, such as projects
  1. In a single management database or system
  2. In the KEDB
  3. In the appropriate management database for the technology affected
  4. In the appropriate management database for support team
  1. A consistent classification system should be used across all incidents as this helps in Problem Management
  2. A consistent classification system should not be used across all incidents as this prevents useful classifications for specific incident types
  3. Neither
  1. All incidents should contain a common set of information
  2. Each incident type should have a specific set of required information
  3. Neither
  1. Incident Models
  2. Incident Templates
  3. KEDB
  4. Standard Incidents
  1. Step-by-step instructions in handling the incident
  2. Defined responsibilities
  3. Timescales and thresholds for each of the actions
  4. Escalation procedures detailing who should be alerted and when
  5. Neither
  1. The incident involves a threat to health and safety
  2. The incident involves a significant financial impact to the business
  3. The incident threatens the reputation of the organisation
  4. A security breach of customer data
  5. Neither
  1. Major Incidents may require additional actions to be taken, such as escalations and regular communication with the business
  2. The Service Desk Manager may be too busy dealing with calls to manage the Incident
  3. The definition of Major Incident must be agreed and communicated
  4. Major Incidents should be handled exactly the same as any other incident
  5. A Major Incident should always have a corresponding problem record raised
  1. The resolver is waiting for the user to do something
  2. The resolver is too busy to deal with the low-priority incident
  3. Service has been restored, but the underlying cause is still unknown
  4. The resolution is awaiting an action by a third party, covered by an underpinning contract

Dozent des Vortrages Incident Management: Introduction, Policies, Principles and Basic Concepts

IT Training Zone

IT Training Zone

IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.

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