A small organization’s problem management practice has been assessed at capability level 2, with only one criterion met at level 3.

Which TWO factors should this organization consider MOST in the context of the

“Where do we want to be?” step in the continual improvement model?

1. The costs and time required to achieve level 3

2. How to achieve level 5 for the practice

3. The impact of missing capabilities on the business

4. How to improve all four dimensions of service management at once