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Incident Management Proficiency Quiz

Test your knowledge on incident management procedures and best practices with this quick quiz. Answer the questions to see how well you understand key protocols and guidelines in handling technical incidents.

5 Multiple Choice Questions
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5 Questions1 MinutesCreated by ResolvingWave204

E-note required duo to P1 incident what you need to do first?

Gather information form the requester and create a major incident ticket In ITHelp

Call shift leader or team Manager immediately

Wait 10 mins to check if the issue was resolved

Explain that the procedure was changed and might take time to send the E-note

When we can use P3P status on ServiceNow?

We need someone’s assistance in order to complete our treatment

Someone is taking care of it but he isn’t a process user in ServiceNow

User indicated he is OOO for x>1 weeks

I'm working on different time zone from the user time zone

I have too many tickets on WIP

What is the AUI SLA for Redmine tickets?

The same as other tickets

There is no SLA for Redmine tickets before closing.

We can close the ticket if no answer after 3 attempts

If no answer after first attempt we can close the ticket

On every alert receive on LABS equipment we need to contact:

Almog Azulay and Max immediately

Send an email to Doron Sayag

It depens on the Lab owner and Lab site

We need to check the procedure first

Virus alert was received on user end before the user moved to NVA image

No need to do scans or to block the user

Scans is need although he was moved to NVA image since the virus might be on one of the file he move to the new image

No need to block the user from the beggaring

Ask the user to run SentinelOne scan anyway

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