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Which will help solve incidents more quickly?
Target resolution times
Escalating all incidents to support teams
Collaboration between teams
Detailed procedural steps for incident investigation
What is a definition of a problem?
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)
Which is a purpose of the ‘relationship management’ practice?
To systematically observe services and service components
To protect the information needed by the organization to conduct its business
To be the entry point and single point of contact for the service provider with all of its users
To identify, analyze, monitor, and continually improve links with stakeholders
When should a workaround be created?
As soon as possible, once the incident is logged
After the resolution of a problem
When a problem cannot be resolved quickly
When a potential permanent solution has been identified
TESTED 21 Nov 2024
