Show:
Terms
Concepts
Roles
Integrations
Process
100
The name of the repository that is populated with FAQs and known solutions to help expedite incident resolution.
What is the Knowledgebase
100
What is the primary objective of Incident Management?
What is to restore service as quickly as possible
100
How many Incident Management Process Owners are there in a typical organization?
What is 1
100
This process is responsible for support, that is not a break/fix.
What is Request Management
100
Impact + urgency =
What is priority
200
An incident that impacts many business critical services and typically triggers Problem Management activities.
What is a Major Incident
200
This happens when the Service Desk can't resolve an incident due to access or permission restrictions.
What is ‘Second-line’ assignment
200
This role determines when broad incident communication is required.
What is the Incident Manager
200
When not properly planned or executed, this typically is the cause of an incident.
What is a change request
200
This type of categorization is used by the Service Desk Analyst when recording an incident.
What is a symptom-based categorization
300
This can be measured by the number of people affected, the priority of the system affected, or the loss of revenue or reputation resulting from a service disruption or degradation.
What is impact
300
Shift Left
What is to continuously strive to resolve the greatest percentage of incidents at the earliest level of support for greatest cost efficiency and service consistency
300
What role is responsible for Level 1 resolution?
What is the Service Desk Analyst
300
Many organizations require this type of investigation for all Major Incidents.
What is a problem investigation
300
Name three elements of a fully defined process that measure the effectiveness of the process.
What is Policy Statements, Process Controls (based on Policy Statements), Critical Success Factors (CSFs), Key Performance Indicators (KPIs), and Metrics
400
The action taken when the incident resolution is not being addressed in a timely manner or when sufficient resources have not been assigned to resolve the incident?
What is escalation
400
This role is engaged to add additional resources or specific SMEs to help with incident resolution.
What is the Resolver Manager
400
This process helps organizations shift left by providing the right information to the right users at the right time.
What is Knowledge Management
400
The process activity that reviews data, metrics, and process performance.
What is Continual Service Improvement
500
A gathering of individuals with expertise across the landscape that is assembled to review the incident.
What is a technical roundtable
500
Functional and hierarchical escalation
What is functional escalates to SMEs; hierarchical escalates to management
500
The role responsible for requesting process improvements get added to the CSI register?
What is the Process Owner
500
This system can accelerate incident resolution by showing the relationships of the CIs to determine the level of impact and identify the exact point of failure.
What is the Configuration Management System (CMS)
500
The states of an incident record.
What are new, assigned, work in progress, pending, resolved, and closed