PRIORITIES & DEFINITIONS
The priority level for an issue that affects the entire company with high urgency.
What is critical
The fastest a resource can acknowledge a problem is called this.
What is Response Time Objective
This tool allows engineers to see SLA metrics in real-time.
What is “My SLA – First Response” widget in My Work dashboard?
Urgency where a service is unavailable for a major portion of the company.
What is Critical or High Urgency
A DDos attack on network infrastructure affecting multiple departments is classified as this.
What is Critical
Priority that affects multiple users or departments with high urgency, or the entire company with low urgency.
What is High
The maximum time allowed to discover a solution to an issue is called this.
What is Workaround Time Objective?
Which two management roles review tickets to ensure SLA compliance?
What are DoD and NOC Manager
Impact affecting only one or two users in a company.
What is Low Impact
Compromise of a single system with business-defined sensitive data is classified as this.
What is High
Priority for a single user issue with low urgency.
What is Low
The maximum time quoted for a supported remediation of a ticket is called this.
What is Resolution Time Objective?
If an SLA is missed, the team must do this.
What is analyze the reason, take action, and inform the client?
If an issue affects multiple users with no workaround, it is classified as this urgency.
What is Medium Urgency
A compromised account with no business-defined sensitive data is classified as this.
What is Medium
If a ticket is wrongly categorized as Critical but it does not affect production, what should be done?
What is lower the priority to the correct level
For a High priority ticket, the response time objective is this.
What is 60 minutes?
Tickets should be updated at intervals depending on priority. How often should Medium priority tickets be updated?
What is daily
Combining High Impact + Low Urgency results in this priority.
What is High Priority
Network scans, Snort reports, or firewall logs with minor impact are classified as this.
What is Low or Informational (No Action
This priority is used when a problem prevents a user from performing part of their duties, but a workaround exists.
What is Low or Medium (depending on impact)
For a Critical priority ticket, how often should updates be provided to the client?
What is Hourly
The SLA review process includes this type of reporting.
What is daily and weekly reporting?
Combining Medium Impact + Medium Urgency results in this priority.
What is Medium Priority
Compromised Active Directory domain controller accounts affecting multiple departments are classified as this.
What is High or Critical depending on scope