Question 1

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 2

What is a key output of the incident handling and resolution process that provides details about the incident, its resolution, and other relevant information?

Options :

A : Incident records

B : Incident reports

C : Change requests

D : Restored CIs and services

Answer: B

Question 3

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 4

For fast correction of faulty CIs and restoration of services, which means of automation is particularly effective, especially when services are provided in remote locations?

Options :

A : Remote administration tools

B : Workflow systems and backlog tools

C : User query and workflow management tools

D : Analytical and reporting systems

Answer: A

Question 5

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

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