Incident Management Training

Exercises
1. You´re having Backup failures for one of your servers, Can you open a Sev 2 for this?

 Yes
 No

2. You received a call from the SMT at 3 AM stating that they need a SA on the line due to a
ping broken on server usclvtops005 as soon as possible. He/she will be upgrading the
ticket to SEV 1 because it’s impacting business hours. What should you do?

 Call the SA and ask him/her to check the server.

 Check ADMS and review server´s description. Upgrade the ticket only if viable and
necessary.
 Remain the ticket as a SEV 2, and send an EON message to the SA.
 Tell the SMT to contact the SA by them self, and upgrade the ticket since it seems to
be affecting client operations.

3. A server is rebooted during business hours, affecting 30 users. The SA will be

downgrading the ticket to sev3 since it was only for 5 minutes. Is that ok?

 No, since affected users during business hours

 Yes, because the time sets the urgency.

4. Your messaging team calls you to open a bridge, because 1 of your exchange server it’s
almost to limit, but not oversized. Should you proceed to open the MML?

 Yes, because we are having a possible severity on that box.

 No. It´s not over the limit yet, so no bridge is needed.

5. You get an EON message saying that server UOKTULFP01 is down. This is the 5th page
that you receive for this subject for same server, and every time that jumped in on the
line, the device is up and running. What should you do?

 Verify with the SA If the server is under maintenance, and If so, notify TechOps to
stop the alerts
 Tell SMT that page only to the SA, not to the CSR, because is not a major issue.
 Disregard EON messages since it’s a recurring alert.

6. The SMT calls you because it seems to be a problem between 2 different sites; they
cannot see each other. It’s a Sev1 since its affecting your client. What team should be
engaged?
 Incident Management Training

 Asks the SMT what teams he/she thinks needs to be contacted

 Asks the SMT which groups has been engaged, and determine next steps.
 If the SA is on the line, talk to him/her to determine what needs to be done and
which Teams needs to be engaged.
 Tou

7. TechOps sends you a SEV1 trough EON at 8:00 AM on Sunday, saying that server APA22
is down, affecting 100 users. What should you do?

 Page all necessary teams to get the server back to normal as soon as possible.
 Check ADMS and determine If this is a real SEV1 scenario.
 Call your SDE and notify her/him about it. Then check ADMS to verify server
description and support.
 Call the SA first to check if we lose connectivity with the device.

8. You get an EON message saying: “Ping broken on server USTLSVUCW003. SEV2. SA has
been paged to MML. 100-02-XXXXXXX. MML 9 - 877-675-4345 Int 981-876-3333 PC 463-
068-7214. From the HP SMT at 15:20 CDT 6/14/11.” Has been this incident opened
correctly?

 Yes, since its affecting operation hours.

 No, because for this device, the maximum severity level is 3

9. Every morning, CSRs receives a report with Aging Tickets (Incidents) for each client. If
after review the report you find a ticket with 7 days old, it’s a Sev3, should you open a
MML to get the issue resolved?

 Not necessary since it’s a SEV3.

 Yes, since its exceeding our SLA.
 No, you can follow up this case with the proper team via email.

10. You have a stuck tape on one of your servers. Your SDE asks you to open a MML
immediately, but then you receive a call from your BUR team saying that it’s not
necessary since they are aware of it already. Should you proceed anyway, and open the
bridge line?

 Yes, because you SDE told you.

 No, since this is not an urgent issue. It’s not affecting client operations.
 Talk to your SDE and tell them what the BUR team said. Then open the MML only if
necessary.
 Tell your SDE to contact the SMT to open a bridge.