When does the service desk agent confirm if a user query refers to an incident in the 'incident handling
and resolution' process?
Correct Answer: B
Explanation:
3.1.1 Incident handling and resolution
Table 3.2 Activities of the incident handling and resolution process
The service desk agent DOES confirm that the user
query refers to an incident in the Incident detection step of the
incident handling and resolution process.
Question 2
Which means of automation is especially effective in ensuring fast and correct classification and
assignment of incidents, identification of known solutions, and identification of major incidents?
Correct Answer: D
Explanation:
Machine-learning based classification engines
Table 5.2 Automation solutions for incident management activities
Process activity: Incident classification
Means of automation: User query management and workflow tools, collaboration tools, knowledge
management tools, configuration management tools, and machine-learning based classification
engines
Key functionality: Fast and correct classification and assignment of the incidents, identification of known
solutions, identification of major incidents
Impact on the effectiveness of the practice: Very high, especially when the number of incidents is high
Question 3
What is NOT a key output for the 'incident handling and resolution' process?
Correct Answer: D
Explanation:
3.1.1 Incident handling and resolution
Table 3.1 Inputs, activities, and outputs of the incident handling andresolution process
Information security policies and plans are an *input*
of the incident handling and resolution process.
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