Incident Management
What is the primary goal of Incident Management?
To restore normal service operation as quickly as possible.
What does SLA stand for?
Service Level Agreement.
What is the purpose of Change Management?
To ensure that changes are recorded, evaluated, and implemented with minimal risk.
What is a service request?
A user request for information, access, or a standard service.
True or False: An incident is always caused by a change.
False
What is a KPI?
Key Performance Indicator.
What is a standard change?
A pre-authorized, low-risk change that follows a documented process.
Give one example of a common service request.
Password reset.
What is the term for a temporary workaround or solution applied to an incident?
Workaround
If a ticket breaches SLA, what does it mean?
The issue was not resolved within the agreed time.
Who approves high-risk or high-impact changes?
Change Advisory Board (CAB).
Which ITSM process handles service requests?
Request Fulfillment / Service Request Management.
What is the difference between a major incident and a normal incident?
A major incident has a significant impact on business operations and requires urgent resolution.
What is a commonly used metric to measure resolution speed?
Mean Time to Resolve (MTTR).
What document outlines the details and impact of a proposed change?
Request for Change (RFC).
What is the goal of Service Request Management?
To handle service requests efficiently and in a user-friendly manner.
What role is responsible for managing major incidents?
Major Incident Manager.
Name one possible consequence of frequent SLA breaches.
Lower customer satisfaction / penalties / loss of trust.
What type of change is performed to fix a critical issue immediately?
Emergency change.
True or False: All service requests are treated as incidents.
False.