ISO 20000 Certification Incident Management

Question 1

According to ISO 20000-1, what is the primary objective of incident management?

Accepted Answer

To restore normal service operation as quickly as possible and minimize business impact

Answer

To prevent incidents from occurring in the IT environment

Answer

To identify the root cause of all service disruptions

Answer

To document all incidents in the configuration management database

Question 2

How does ISO 20000-1 distinguish between an incident and a service request?

Accepted Answer

An incident is an unplanned interruption or reduction in quality of a service, while a service request is a formal request for a standard change or information

Answer

Incidents are reported by users while service requests are submitted by management

Answer

Incidents always require escalation while service requests can be resolved at the first level

Answer

Incidents are hardware-related and service requests are software-related

Question 3

Which of the following is a required activity in the ISO 20000-1 incident management process?

Accepted Answer

Recording and classifying all incidents

Answer

Performing a root cause analysis for every incident

Answer

Escalating all incidents to the problem management team

Answer

Publishing incident reports to all customers

Question 4

What does ISO 20000-1 require regarding incident prioritization?

Accepted Answer

Incidents must be prioritized based on their impact and urgency to determine appropriate response times

Answer

All incidents must be prioritized based solely on the time they were reported

Answer

Only major incidents require prioritization; minor incidents can be handled in any order

Answer

Prioritization is optional and left to the discretion of the service desk

Question 5

Under ISO 20000-1, what defines a major incident?

Accepted Answer

An incident with a significant impact on the business that requires a separate procedure

Answer

Any incident that takes more than one hour to resolve

Answer

An incident that affects more than ten users simultaneously

Answer

An incident that cannot be resolved by the first-line support team

Question 6

According to ISO 20000-1, which team or role is typically responsible for coordinating the resolution of major incidents?

Accepted Answer

A dedicated major incident manager or team

Answer

The configuration manager

Answer

The change advisory board

Answer

The IT steering committee

Question 7

What is the relationship between incident management and problem management in ISO 20000-1?

Accepted Answer

Incident management focuses on immediate restoration while problem management investigates root causes

Answer

They are the same process with different names

Answer

Problem management triggers incident management when a known error is detected

Answer

Incident management is a sub-process of problem management