HikeLetter | PMP Training & Certification Online Course | Project Management Learning

1

A major incident affects many users. What should the incident manager prioritize?

A. Wait for every technical detail before communicating B. Close related incidents immediately C. Coordinate rapid restoration, ownership, and clear stakeholder updates D. Treat it as a low-priority ticket

2

What is the primary goal of Incident Management?

A. Find the permanent root cause of every issue B. Restore normal service quickly while minimizing business impact C. Approve all production changes D. Maintain asset inventory only

3

When is a problem record useful?

A. When investigating underlying causes of one or more incidents B. For every routine service request C. Only after a change fails D. Whenever a user requests hardware

4

What does a known error record represent?

A. A request waiting for approval B. A catalog price C. A user password history D. A problem whose cause is understood and may have a workaround

5

What is the purpose of Change Enablement?

A. Prevent all production changes B. Replace Incident Management C. Assess and authorize changes with proportionate risk controls D. Automatically approve every change

6

What is a standard change?

A. Any emergency change B. A documented, low-risk, repeatable change that is pre-authorized C. A change with no plan D. A change that never needs process control

7

What should be assessed before a normal change?

A. Impact, risk, implementation plan, backout plan, and required authorization B. Implement first and document later C. Skip testing for senior requesters D. Close all related incidents automatically

8

What is the role of a Change Advisory Board?

A. Resolve every incident B. Own all catalog content C. Authorize every change regardless of model D. Advise and review changes that require that level of assessment

9

Which metric best shows whether incidents meet resolution targets?

A. Number of knowledge articles B. Number of users in the CMDB C. Percentage of incidents resolved within the agreed target D. Number of catalog categories

10

What is a service offering?

A. Raw event logs B. A defined, consumable offering of a service with relevant options and commitments C. A replacement for the CMDB D. A single script execution

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