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Incident Management Quiz

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1. What is the primary goal of Incident Management in IT Service Management (ITSM)?

2. Which of the following best describes the role of a Service Desk in Incident Management?

3. An incident has been categorized as 'High' severity due to its impact. What is the next best step?

4. Which of the following is NOT a typical metric used to measure the effectiveness of Incident Management?

5. What distinguishes an Incident from a Problem in ITSM?

6. In the context of Incident Management, what does SLA stand for?

7. What is the purpose of Incident Escalation?

8. Which ITIL process works closely with Incident Management to prevent future incidents?

9. Which of the following would likely be categorized as a Major Incident?

10. After resolving an Incident, what is the NEXT step according to ITIL guidelines?