Incident Management Procedure

CSDEV

Incident Management Procedure

This covers the Incident Management Procedure and its related work instructions and reference documents

Questions 1 of 20

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Incident Management Procedure

What is the severity classification of an incident if it is required to be resolved within 5 working days as per the Service Level Agreement?

High

Low

Critical

Medium

Questions 6 of 20

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Incident Management Procedure

If an incident causes the complete shutdown of a critical functionality, affects critical data and does not have a workaround, its severity classification is _____.

Critical

High

Low

Medium

Questions 7 of 20

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Incident Management Procedure

What is the severity classification of an incident if it is required to be resolved within 90 business days as per the Service Level Agreement?

High

Low

Medium

Critical

Questions 9 of 20

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Incident Management Procedure

Once the incident for which a Google channel was created is resolved and the sanity test yields a passed result, the channel must be _____?

Closed by deleting the Google channel.

Closed by adding the word CLOSED to the channel's name.

Closed by simply informing team members that the incident is resolved.

Questions 10 of 20

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Incident Management Procedure

If an incident affects a minor functionality or non-critical data and has an easy workaround, its severity classification is ____.

High

Medium

Low

Critical

Questions 11 of 20

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Incident Management Procedure

What is the severity classification of an incident if it is required to be resolved within 30 business days as per the Service Level Agreement?

Critical

Low

Medium

High

Questions 13 of 20

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Incident Management Procedure

What is the severity classification of an incident if it is required to be resolved within 8 hours as per the Service Level Agreement?

Critical

Medium

High

Low

Questions 14 of 20

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Incident Management Procedure

Who should be added as members to a Google channel created due to a critical or high-severity incident? (Multiple answers required.)

Chief Technology Officer

Security team and others as required

Document owner

Affected product/s' stakeholders (representatives)

Affected product/s' scrum team

Leadership Team

Questions 17 of 20

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Incident Management Procedure

If an incident does not affect any functionality or data, its severity classification is ____.

High

Medium

Low

Critical

Questions 19 of 20

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Incident Management Procedure

Which of the following statements is true for Google channels created for an incident?

B. Ticking 'Use Threaded Replies' is optional.

C. The channel cannot be reused.

F. The channel should never be deleted.

A, C & F.

B, D & E.

A, C & E.

E. The channel should be deleted once the issue is resolved.

D. The channel can be reused.

A. The 'Use Threaded Reply' must be ticked.

Questions 20 of 20

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Incident Management Procedure

If an incident affects a major functionality or data accuracy and has a complicated workaround, its severity classification is ____.

Critical

Low

High

Medium

Incident Management Procedure

You finished!

What is the severity classification of an incident if it is required to be resolved within 5 working days as per the Service Level Agreement?

It is not necessary to complete a Root Cause Analysis if the critical or high-severity incident was resolved within the timeframe provided on the Service Level Agreement.

If an issue is assessed to be with CloudOps, the incident ticket must be endorsed to them via [PB3201-35] CloudOps System Concern to be resolved.

The Incident Management Procedure requires that an incident's severity classification be assessed prior to validation.

When a Google channel is created for a critical incident, the naming convention that should be used is 'Code Red - [Product] [Specific Incident]'.

If an incident causes the complete shutdown of a critical functionality, affects critical data and does not have a workaround, its severity classification is _____.

What is the severity classification of an incident if it is required to be resolved within 90 business days as per the Service Level Agreement?

A Google channel created for an incident should only cite the product to whom the incident ticket was endorsed even if more than one product is involved.

Once the incident for which a Google channel was created is resolved and the sanity test yields a passed result, the channel must be _____?

If an incident affects a minor functionality or non-critical data and has an easy workaround, its severity classification is ____.

What is the severity classification of an incident if it is required to be resolved within 30 business days as per the Service Level Agreement?

An incident ticket must be raised for all reported issues.

What is the severity classification of an incident if it is required to be resolved within 8 hours as per the Service Level Agreement?

Who should be added as members to a Google channel created due to a critical or high-severity incident? (Multiple answers required.)

The Business Analyst / Product Owner/ Squad Lead needs to manually create a bug ticket in Jira after an incident UberTicket is received.

When a Google channel is created for a medium-severity incident, the naming convention that should be used is 'Code Amber: - [Product] [Specific Incident]'.

If an incident does not affect any functionality or data, its severity classification is ____.

The target performance for the Incident Management Procedure has been achieved if an incident was resolved within the timeframe provided on the Service Level Agreement.

Which of the following statements is true for Google channels created for an incident?

If an incident affects a major functionality or data accuracy and has a complicated workaround, its severity classification is ____.