PitStop 2024 - Jeopardy Game

Major Incident Management & Post-Mortem Process

100

What usually happens after a Major Incident?

_{a. Call Silvia Bechmann}

_{b. Post-Mortem Process starts}

_{c. Just close the ticket and start finger pointing}

_{b. Post-Mortem Process starts}

200

What happens usually after 30mins during a major incident?

_{a. Starting the MIM call}

_{b. Close the call and pretends nothing happened}

_{c. 1st MIM communication to stakeholders is sent out.}

_{c. 1st MIM communication to stakeholders is sent out.}

300

What is the Goal of the Major Incident Practise? 

_{a. Identify preventing measures}

_{b. Avoiding calls to Managing Directors}

_{c. Restore the service as soon as possible}

 _{c. Restore the service as soon as possible}

400

According to the post-mortem process, which action comes after the creation of the post-mortem draft?

_{a. Post-Morten analyses}

_{b. The internal alignment}

_{c. Post-Morten review}

_{b. The internal alignment}

Service Desk Basics

100

What is the name of the portal used in the MBOC to collect incidents and service requests ?

_{a. OneEntry}

_{b. AllEntry}

_{c. Digital House Help-Desk}

_{a. OneEntry}

200

Who is responsible for categorizing and prioritizing customer requests?

_{a. Service Desk Team}

_{b. The market /customers}

_{c. Service Managers}

_{a. Service Desk Team} 

300

Which is the right Jira project where the 1st Level is working?

_{a. NOSUP      d. ONESUP}

_{b. OWSUP     e. OWVSUP}

_{c. COMSUP    f. SUPSUP} 

_{b. OWSUP}

400

What are the two criteria that are considered when prioritizing IT incidents?

_{a. Criticality and Impact}

_{b. Criticality and urgency}

_{c. Urgency and Impact}

_{a. Criticality and Impact}

Problem & Knowledge Management

100

What is always needed to investigate a problem?

_{a. Some kind of problem}

_{b. Someone who asks "Do you have a problem?"}

_{c. A problem ticket}

_{c. A problem ticket}

200

Is Knowledge Management an important part of the Support Process? 

_{a. Yes}

_{b. No}

_{c. Knowledge Manager doesn't know anything}

_{a. YES}

300

What does the support need in order to do the initial categorisation and prioritisation of tickets?

_{a. Imagination}

_{b. Use Cases}

_{c. Troubleshooting articles}

 _{b. Use Cases}

400

What is the main characteristic of a Problem?

_{a. Multiple Service requests with the same root cause}

_{b. Multiple incidents with different root cause}

_{c. Multiple incidents with the same root cause}

_{c. Multiple incidents with the same root cause}

OPEX & On Call Duty

100

What does OPEX mean?

_{a. Open/Exit}

_{b. Operational Excellence}

_{c. Operational Expenses}

_{b. Operational Excellence}

200

PagerDuty is made for teams that provide 24x7 support.

_{a. False. What the hell is PagerDuty??????}

_{b. True. Only those teams can work with it}

_{c. False. PagerDuty is for every team that operates software.}

_{c. False. PagerDuty is for every team that operates software.}

300

Who is alerted first when a major incident occurs outside business hours?

_{a. Call Donald Trump}

_{b. Firefighters}

_{c. On Call Service Managers}

_{c. On Call Service Managers}

400

How much time does the on-call team have to respond to an incident?

_{a. 30 minutes}

_{b. 15 minutes}

_{c. 60 minutes}

_{a. 30 minutes}