Which describes an interface of incident management with service level management?

The correct answer is C. Incident response times. The key interface between Incident Management and Service Level Management (SLM) is incident response times. SLM defines the targets within SLAs - including how quickly incidents must be responded to and resolved based on priority. Incident Management then operates against those

Processes

Question

Options

AIncident workarounds
BCreating a problem record
CIncident response times
DThe status of faulty Cis

How the community answered

(39 responses)

A
8% (3)
B
3% (1)
C
87% (34)
D
3% (1)

Explanation

The key interface between Incident Management and Service Level Management (SLM) is incident response times. SLM defines the targets within SLAs - including how quickly incidents must be responded to and resolved based on priority. Incident Management then operates against those targets, escalating when breaches are imminent and reporting actual performance back to SLM. This makes response times the direct touchpoint between the two processes. The other options describe interfaces with different processes: incident workarounds (A) are an internal Incident Management activity; creating a problem record (B) is an interface between Incident Management and Problem Management; and the status of faulty CIs (D) is an interface between Incident Management and Configuration Management (the CMDB).

Topics

#incident management#service level management#process interfaces#response times

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