Incident Management Interview Questions & Answers

Question 1. Why Is Eliminating The Risk Of Human Error In Messages During Incidents Important?

Answer :

Human error is inevitable, however during incidents where the communication of critical information is of paramount importance, it must be avoided at all costs. because of the high stress environment, the chance of human error interfering with critical communication and all processes being followed to protocol is relatively high. by automating the communication processes, we remove the risk of human error. to improve communications performance during these critical times, it is imperative to automate as many processes and procedures as possible to ensure that desired outcomes are achieved and that proper documentation is created. reduction in risk exposure that can be achieved through automated responses for the organization.

Question 2. Why Is It Important For Incident Management Systems To Have Real Time Reporting And Analytics?

Answer :

many organizations are bound to certain regulations and compliance frameworks that determine the timeframe in which they must communication critical information to employees, customers, partners, or regulatory groups. real time reporting and analytics will not only provide administrators with valuable information regarding the success of their communications plans and execution, but it will allow them to ensure that they are meeting all governmental and industry regulations regarding their communications. Additionally, to obtain greater insight into potential improvements for communications plans, the most robust incident management solutions allow for custom report generation that meet each organization specific needs.

Question 3. What Kind Of Sityational Intelligence Must Administrators Know And Why Is It Important?

Answer :

situational intelligence is required for both Incident Administrators and Operators. this encompasses any information that is related to the incident and could aide administrators and operators in decision making, resource prioritization and communication. this includes responder availability, other open incidents, message responses, delivery reports, and incident analytics. by having as much information as possible, incident managers can ensure that they are communicating the right message to the right people at the right time, and are managing the incident as correctly as possible per the provided protocols.

Question 4. What Are The Challenges Of Sequential Manul Call-outs?

Answer :

sequential manual call-outs, or “phone-trees”, require that personnel manually enter phone numbers one at a time to communicate information and rely on the recipients to pass that information along in turn. by involving so many individuals in a manual system, the pocess takes significantly longer than with an  automated system. This also increases the change of human errors. However, by using an incident management system, the entire process can be initiated with by a single administrator with a few clicks of a mouse, which will also singnificantly reduce the risk that could potentially jeopardize the incident response.

Question 5. How Will Intergrating Map-based Information Help Administrators And Responders In An Incident?

Answer :

Administrators may find it challenging to manage  responders if they do not have access to critical map- based information and situational intelligence, including weather and news-feed data. by integrating this information, administrators will improve their situational intelligence and make better decisions when guiding responders in the management of an incident. Additionally, this integration allows for increased efficiencies as the decision maker can use  the map to identify nearby resources.

Question 6. What Are The Cnallenges Of Workforce Mobility, And How Do Incident Management Systems Help Eliminate Them?

Answer :

managing a mobile workforce adds an entire layer of complexity for managing incidents and the mass communication required during this process. employees are increasingly working from remote locations in the field, within the plant, or in different facilities making landline phones not longer a reliable way to communicate information to the people who need it most. by implementing an incident management system, administrators can ensure that the right message is getting to the right people at the right time. many employees or recipients have the ability with their smart phones to download applications that allow them to be notified via push notifivation as well as communicate information back to the administrators when requested such as  confirmation of receipt, text, image, and video data . This  all has the potential to significantly increase the situational  situational intelligence of incident mangers.

Question 7. How Will An Incident Management System Help With Documentation Of Communication For Compliance Purposes?

Answer :

Many organizations are required by law to have Specific incident management protocols in place. By implementing a modern incident management system, all the communications processes (which are predefined to improve speed and reduce error) are document for compliance purposes. In case of an audit or government inspection, these standards can be quickly produced to prove compliance with these various industry standards. This saves significant man power in providing documentation and proof of compliance, which in turn saves money and improve operational efficiencies even in the instance of and  unexpected audit.

Question 8. What Is The Difference Between Incident Management And Ens?

Answer :

There are a few key differences between incident management and ens. ens is for lower frequency events, and is needed for more agility, while incident management is for high frequency and predictable events. ens events are also harder to predict. Incident management typically relies on run books or pre-determined processes, and is more frequently documented for compliance. ens may be different for similar events. Incident management also cannot be customized on the fly by users. ENS is targeted at people potentially impacted by an incident and incident management is used to notify and track the response team needed to respond & repair an incident.

Question 9. What Is Eliminating The Risk Of Human Error In Messages During Incidents Important?

Answer :

Human error is inevitable, however, during incidents where the communication of critical information is of paramount importance, it must be avoided at all costs. Because of the high stress environment, the chance of human error interfering with critical communication and all processes being followed to protocol is relatively high. By automating the communication processes, we remove the risk of human error. To improve communications performance during these critical times, it is imperative to automate as many processes and procedures as possible to ensure that desired outcomes are achieved and that proper documentation is created. Reduction in risk exposure that can be achieved through automated responses can reduce response time and increase efficiencies for the organization.

Question 10. What Is Important For Incident Management Systems To Have Real Time Reporting And Analytics?

Answer :

Many organizations are bound to certain regulations and compliance frameworks that determine the timeframe in which they must communicate critical information to employees, customers, partners, or regulatory groups. Real time reporting and analytics will not only provide administrators with valuable information regarding the success of their communications plans and execution, but it will allow them to ensure that they are meeting all governmental and industry regulations regarding their communications. Additionally, to obtain greater insight into potential improvements for communications plans, the most robust incident management solutions allow for custom report generation that meet each organizations specific needs.

Question 11. What Kind Of Situational Intelligence Must Administrators Know And Why Is It Important?

Answer :

Situational intelligence is required for both incident administrators and operators. This encompasses any information that is related to the incident and could aid administrators and operators in decision making resource prioritization and communication. This includes responder availability, other open incidents, messages responses, delivery reports, and incident analytics. By having as much information as possible, incident managers can ensure that they are communicating the right message to the right people at the right time, and are managing the incident as correctly as possible per the provided protocols.

Question 12. What Are The Challenges Of Sequential Manual Call-outs?

Answer :

Sequential manual call-outs, or “phone-trees,” require that personnel manually enter phone numbers one at a time to communicate information and rely on the recipients to pass that information along in turn. By involving so many individuals in a manual system, the process takes significantly longer than with an automated system. This also increases the charge of human errors. However, by using an incident management systems, the entire process can be initiated by a single administrator with a few clicks of a mouse, which will also significantly reduce the risk that could potentially jeopardize the incident response.

Question 13. How Will Integrating Map-based Information Help Administrators And Responders In And Incident?

Answer :

Administrators may find it challenging to manage responders if they do not have access to critical map-based information and situational intelligence, including weather and news-feed data. By integrating this information, administrators will improve their situational intelligence and make better decisions when guiding responders in the management of an incident. Additionally, this integration allows for increased efficiencies as the decision maker can use the map to identify nearby resources.

Question 14. What Are The Challenges Of Workforce Mobility, And How Do Incident Management Systems Help Eliminate Them?

Answer :

Managing a mobile workforce adds an entire layer of complexity for managing incidents and the mass communication required during this process. Employees are increasingly working from remote locations in the field, within the plant, or in different facilities, making landline phones no longer a reliable way to communicate information to the people who need it most. By implementing an incident management system, administrators can ensure that the right message is getting to the right people at the right time. Many employees or recipient have the ability with their smart phones to download applications that allow them to be notified via push notification as well as communicate information back to administrators when requested, such as confirmation of receipt, text, image, and video data. This all has the potential to significantly increase the situational intelligence of incident managers.

Question 15. What Is The Difference Between Incident Management And Ens?

Answer :

There are a few key differences between incident management and ENS, ENS is for lower frequency events, and is needed for more agility, while incident management is for high frequency and predictable events. ENS events are also harder to predict. Incident management typically relies on run books or pre-determined processes, and is more frequently documented for compliance. ENS is targeted at people potentially impacted by an incident, and incident management is used to notify and track the response team needed to respond and repair an incident.

Question 16. How Will An Incident Management System Help With Documentation Of Communication For Compliance Purpose?

Answer :

Many organizations are required by law to have specific incident management protocols in place. By implementing a modern incident management system, all the communications processes (which are predefined to improve speed and reduce error) are documented for compliance purposes. In case of an audit or government inspection, these standards can be quickly produced to prove compliance with these various industry standards. This saves significant man power in providing documentation and proof of compliance, which in turn saves money and improve operational efficiencies even in the instance of an unexpected audit.