Which is NOT usually included as part of incident management? Scripts for collecting initial information about incidents Formalized procedures for logging incidents Detailed procedures for the diagnosis of incidents The use of specialized knowledge for complicated incidents Detailed procedures for the diagnosis of incidents This...
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Which is a potential benefit of using an IT service management tool to support the incident management practice? It may ensure that the cause of incidents is identified within agreed times. It may provide automated matching of incidents to problems or known errors. It may...
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How does categorization of incidents assist the incident management practice? It helps direct the incident to the correct support area. It determines the priority assigned to the incident. It ensures that incidents are resolved in timescales agreed with the customer. It determines how the service...
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