Incident Management

Can you mention the purpose of the Incident Management procedure? Please choose the right on below options, except?

Identify and define clear lines of responsibility for Customer and Telkomtelstra staff for Incident Management process

To Make customer happy

Provide details of the procedures to the activity level

The Incident Management process is managed efficiently and effectively, and documented to meet operational and compliance requirements

Please mention the Scope of the Incident Management process below,Please find the the right on below options, except?

This process aligned with ITIL frameworks

Incident Management for Telkomtelstra and its interactions with its customers

The people and teams with roles and responsibilities in the handling of Incidents

This process only applies to services supplied by Telkomtelstra

When alarm raised by Solarwinds to SNOW system will have the following fields, except:

Ticket Type = “Alarm”

Ticket Source = “Solarwinds”

Priority = “P2”

Ticket Status = “Assigned”

Pending status that makes SLA not counted is mentioned as below options, except?

Client Hold

Client Action

Monitoring Incident

Force Majeure

Which one is the right one, For Customer Silver, the availability is around :

99.5%

99%

98.5%

100%

Which one is the right one if the impact category is Medium

More than 5 users impacted

One user impacted service down

Between 2 and 5 users impacted

One user impacted service degraded (not service down)

What is the meaning of Pending classification tickets

Incident is assigned to a support person and resolution is in progress

Waiting Additional information is required from the end user to allow further work on the issue

The incident is resolved from a service perspective but validation is optional for monitoring stability

The incident ticket is invalid

The urgency defines how quickly the incident should be resolved from a business perspective. It is determined by the weight of the relation between SE and FE in the service catalog. Which one is the correct if the urgency set to Medium mode

Productivity is partially affected

Productivity is mostly affected

Productivity is absolutely affected

Productivity not immediately affected

SLA mention for P1 Silver is:

12 Business hours

4 Business hours

8 Business hours

3 Business days

Incident Management

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