Question 1

What is considered an incident?

Options :

A : Inability to assign resources to all tasks in the backlog

B : Reduction in the quality of a service

C : Planned interruption to a service

D : End-users having to use self-help tools

Answer: B

Question 2

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 3

Which metric reflects the practice success factor of continually improving the incident management approaches?

Options :

A : Time of diagnosis

B : Percentage of incidents resolved using incident models

C : Balance between speed and effectiveness metrics for incident resolution

D : Percentage of incidents resolved automatically

Answer: C

Question 4

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

Question 5

Why is the quick restoration of a service considered a key factor in service management?

Options :

A : It enhances the complexity of service relationships.

B : It has a minimal impact on user and customer satisfaction.

C : It diminishes the credibility of the service provider.

D : It positively influences user and customer satisfaction, service provider credibility, and the value created in service relationships.

Answer: D

Free Incident-Management Mock Exam – Practice Online Confidently