Incident Management Practice Exam
Incident Management Practice Exam
About Incident Management Exam
The Incident Management Exam evaluates your understanding and practical capabilities in detecting, analyzing, responding to, and recovering from IT and business-related incidents. This exam is designed for IT support professionals, system administrators, cybersecurity personnel, and operations managers who are involved in minimizing service disruptions and ensuring continuity.
Who should take the Exam?
This exam is ideal for:
- IT support staff handling service desk and issue resolution
- System and network administrators responsible for uptime
- Cybersecurity analysts managing security incidents
- ITIL or service management professionals
- Operations managers in charge of process continuity
- DevOps or SRE professionals focused on service reliability
- Incident response coordinators and analysts
Skills Required
- Understanding of incident lifecycle and service management
- Knowledge of ticketing and escalation workflows
- Problem-solving and impact analysis skills
- Communication and documentation of incident details
- Familiarity with ITIL, SIEM, and monitoring tools
Knowledge Gained
- Incident categorization, prioritization, and response planning
- Proactive detection and real-time incident alerting
- Root cause analysis and preventive measures
- Coordination during high-impact outages
- Post-incident review and continual improvement
Course Outline
The Incident Management Exam covers the following topics -
Domain 1 – Introduction to Incident Management
- Definition and goals of incident management
- ITIL framework and key concepts
- Incident vs. problem vs. request
Domain 2 – Incident Detection and Recording
- Sources of incident detection (monitoring, users, tools)
- Incident logging best practices
- Service desk responsibilities and automation
Domain 3 – Incident Classification and Prioritization
- Severity levels and impact analysis
- Incident categorization for routing
- Prioritization matrix and SLA considerations
Domain 4 – Incident Response and Resolution
- Standard operating procedures (SOPs) for response
- Escalation and collaboration with resolver teams
- Temporary workarounds vs. permanent fixes
Domain 5 – Communication and Documentation
- User communication during active incidents
- Incident updates, logs, and status reporting
- Stakeholder notification protocols
Domain 6 – Root Cause Analysis and Post-Incident Review
- RCA methods (5 Whys, Fishbone, etc.)
- Lessons learned and documentation
- Action items and follow-up tracking
Domain 7 – Tools and Technologies in Incident Management
- Use of ticketing systems like ServiceNow, JIRA, Freshservice
- Monitoring tools (Nagios, Zabbix, Datadog)
- SIEM, alerting, and collaboration platforms
Domain 8 – Continual Improvement and Metrics
- KPIs: MTTR, FCR, volume trends
- Improving response workflows and automations
- Feedback loops and maturity assessments
