Which statement about the 'incident management' practice is CORRECT?

• A.It identifies the cause of major incidents.
• B.It authorizes changes to resolve incidents.
• C.It maintains detailed procedures for diagnosing incidents.
• D.It resolves the highest impact incidents first.

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Which statement about problems is CORRECT?

• A.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
• B.Problems must be resolved quickly in order to restore normal business activity.
• C.Problems are not related to incidents.
• D.Problem prioritization involves risk assessment.

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What is a cause, or potential cause, of one or more incidents?

• A.A workaround
• B.A problem
• C.An incident
• D.A configuration item

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Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• A.Supporting services view
• B.Service-based SLA view
• C.Wholesale customer view
• D.Retail customer view

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In which situation will incident management USUALLY use a separate process?

• A.For information security incidents
• B.For low impact incidents
• C.Where no target resolution time exists
• D.Where the cause must be diagnosed

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