Question 1

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 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

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 4

Who is responsible for communicating successfully updated incident models to relevant stakeholders during the "Incident model update communication" activity?

Options :

A : Service or resource owner

B : Continual improvement practice

C : Incident manager and/or service or resource owner

D : IT asset information

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

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