Questions and Answers
Which of the following are events? (Change of state, what users can see, usually notification from monitoring tools)
Which of the following are incidents? (Unplanned interruptions; reduction in service quality)
Is this the correct flow for defining a potential incident? Identify -> Log -> Categorise -> Prioritise
Choose the correct statements about impact and urgency
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Study Notes
Defining Events and Incidents
- An event is a change of state, something users can see, or a notification from monitoring tools.
- An incident is an unplanned interruption or reduction in service quality.
Incident Defining Process
- The correct flow for defining a potential incident is: Identify -> Log -> Categorise -> Prioritise.
Impact and Urgency
- Impact refers to the extent of the interruption or reduction in service quality.
- Urgency refers to how quickly the incident needs to be resolved.
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