Hierarchic escalation is BEST described as?
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
Which statement about the emergency change advisory board (ECAB) is CORRECT?
In which document would you expect to see an overview of actual service achievements against targets?
Which of the following is NOT a valid objective of problem management?
Which process is responsible for providing the rights to use an IT service?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
