Week 5-7: Labs

Question 1

What is the default incident management workflow?

Answer 1

Incident reported –> Assigned –> Review classified & categorized –> Investigation –> Verification –> Closure

Question 2

Why is the sequence of SLAs important?

Answer 2

Determines which condition to be executed first. If one of the first conditions meets the ticket criteria, the remaining conditions will be ignored

Question 3

Only 1 incident ticket can be associated with a problem ticket. True or false?

Answer 3

False. In an actual problem management scenario, there can be one or more incident ticket(s)
associated with the problem ticket

Question 4

When should a problem ticket be closed?

Answer 4

When we are sure that there is no recurrence of the same incident(s) for a defined period and ensure all related tasks are closed