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ITIL v4: Why should service desk staff detect recurring issues?

To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authority To help identify problems Problem identification activities identify and log problems. These include detection of duplicate and recurring issues by...
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ITIL v4: Why should incidents be prioritized?

To help automated matching of incidents to problems or known errors To identify which support team the incident should be escalated to To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teams...
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ITIL v4: What is an output?

A change of state that has significance for the management of a configuration item A possible event that could cause harm or loss A result for a stakeholder Something created by carrying out an activity Something created by carrying out an activity An output is...
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ITIL v4: What is the purpose of the relationship management practice?

To align the organization’s practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and...
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