he design of an incident management process should include prioritization criteria to ensure that incidents are handled according to their impact and urgency. Without prioritization criteria, the organization may not be able to allocate resources effectively and respond to incidents in a timely manner. Expected time to resolve incidents, service management standards, and metrics reporting are important aspects of incident management, but they are not as critical as prioritization criteria for the design of the process. References: ISACA Journal Article: Incident Management: A Practical Approach

The best way to identify whether the IT help desk is meeting service level agreements (SLAs) is A. Review exception reports. Exception reports are documents that highlight any deviations from the agreed service levels, such as breaches, delays, or failures. They can help the IT help desk to monitor their performance, identify root causes, and implement corrective actions. Reviewing exception reports can also help the IT help desk to communicate with the end users and stakeholders about any service issues and their resolution.
Reference: IT help desk support SLA, Section 4: Reporting and Reviewing Service Levels, Page 3.

A digital signature is a cryptographic technique that uses the sender's private key to generate a unique code for a message or document. The receiver can use the sender's public key to verify the authenticity and integrity of the message or document. A digital signature can prevent unauthorized change, as any modification to the message or document will invalidate the signature and alert the receiver of tampering.
References
What is a digital signature?
Digital Signature - an overview | ScienceDirect Topics
ISACA CISA Review Manual, 27th Edition, page 253