PKT October 2016

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10 points

What are the resolution SLA of P3?

8 Hours

6 Hours

10 Hours

10 points

Can we close Incident as child of Change ticket ?

Yes

10 points

what is the RCA cycle time of PM tickets?

16 days

14 days

12 days

15 days

10 points

Can we downgrade the Priority of P1 and P2 tool generated incidents ?

Both

None

Yes

10 points

Can we assign incident internally multiple time ?

Yes

10 points

In which stage you have to fill closure information in PM tickets ?

Corrective Action

Validation

None

CAI

10 points

Can we close PM tickets if not belongs to you team?

Yes

10 points

what action you take if user is not responding 2 days ?

Call user in business hours

Awaiting user response in jabber

Close the incident as user not responding

sending notification email

10 points

what is the response time of P2 incident ?

=> 05 Min

=> 10 Min

= > 20 Min

=> 15 Min

10.

10 points

which team is responsible for all P0/P1 incidents ?

Incident Manager

Both GCC and IM

None

GCC

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