Incident and Problem Review
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In this lesson, you will learn:
- The incident facts most worth knowing
- Major incident key points
- The problem facts most worth knowing
- Where to go back if you’re unsure
🔁 Quick look back: Last time: Hypercare and Handover. You learned how hypercare works in the first two weeks, and when the project hands over.
1 “I’ve forgotten half of it”
Your exam is in two weeks.
- You built everything, but months ago.
- Incident and Problem are 48 of the 118 practice test questions.
- Reading every lesson again would take days.
👉 The fix: review them through one story: Sam’s VPN incident, and the problem behind it.
2 Sam’s story, step by step
3 Key facts to know
| Topic | Remember |
|---|---|
| Priority | Comes from impact and urgency. See Incident Configuration › Priority Design: Impact and Urgency |
| On Hold | Needs a reason: Awaiting Caller, Change, Problem or Vendor |
| Work notes vs comments | Work notes stay in IT; comments reach the caller |
| Major incident | Proposed by an agent, accepted by the major incident manager |
| Parent and child | Resolving the parent resolves the children |
| Problem | Fixes the cause. States: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, Closed |
| Known error | Cause known, workaround shared, problem still open |
💡 Good to know: If a check below feels shaky, go back to the lesson named in the answer.
4 Quick recap
- Priority = impact + urgency, from the matrix
- On Hold always needs a reason
- Major incidents are proposed, then accepted
- A problem fixes the cause; a known error has a workaround
- A change fixes the cause for good
5 Check yourself
Think of your answer first. Then tap to check.
1 An agent types priority 1 by hand. Is that how SNWR works? Show answer
No. Priority comes from impact and urgency. See Incident Configuration › Priority Design: Impact and Urgency.
2 Which role accepts a major incident candidate? Show answer
The major incident manager. See Major Incidents › Proposing and Promoting a Major Incident.
3 The root cause is known and a workaround exists. What is the problem now? Show answer
A known error. See Problem Management › Known Errors and Workarounds.
4 Can a P2 be a major incident? Show answer
Yes. Major depends on the criteria, not only priority. See Major Incidents › What Makes an Incident Major at SNWR.
Nice work! Incident and Problem are fresh again. 🎉
Next up: Change Review
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