Question 1

What is the BEST approach to improving incident handling when incident resolution time has increased, and there are more transfers between technical teams?

Options :

A : Ensure only internal teams take part in incident resolution

B : Group technical specialists by product or service

C : Ensure only external teams take part in incident resolution

D : Design significant rewards for individual technical specialists

Answer: B

Question 2

When is swarming typically applied in the incident management practice?

Options :

A : Usually to major incidents of unknown nature, where pulling together numerous specialized resources is cost-effective compared to the losses resulting from the incident remaining unsolved.

B : In all incidents, regardless of complexity.

C : Only in simple situations with well-known incidents.

D : Only in situations where predefined resolution procedures are ineffective.

Answer: A

Question 3

What competency code is linked to coordinating multiple parties, maintaining communication between stakeholders, and running awareness campaigns?

Options :

A : C

B : L

C : M

D : T

Answer: A

Question 4

In the context of restoring normal operations in case of a disaster, which practice guide provides guidance?

Options :

A : Continual improvement

B : Monitoring and event management

C : Service continuity management

D : Service request management

Answer: C

Question 5

What is the next step in the incident handling process if the automated solution for an incident is ineffective?

Options :

A : Escalate the incident to higher-level teams

B : Perform incident classification

C : Communicate incorrect CI association to configuration control

D : Implement a joint technique like swarming

Answer: A

Free Incident-Management Mock Exam – Practice Online Confidently

Buying Options: