What MAIN factors are considered to assess the priority of an incident?

• A.The cost and urgency
• B.The urgency and impact
• C.The complexity and cost
• D.The impact and complexity

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Which practice coordinates the classification, ownership and communication of service requests and incidents?

• A.Problem management
• B.Supplier management
• C.Relationship management
• D.Service desk

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Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

• A.Service configuration management
• B.Release management
• C.Deployment management
• D.Change enablement

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Which activity captures the demand for incident resolution and service requests?

• A.Service desk
• B.Service catalogue management
• C.Problem management
• D.Change control

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Which dimension of service management considers the workflows and controls needed to deliver services?

• A.Organization and people
• B.Information and technology
• C.Partners and suppliers
• D.Value streams and processes

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