A.Partners and suppliers

B.Information and technology

C.Organizations and people

D.Value streams and processes

A.To ensure that incidents with highest impact are resolved first

B.To ensure that user expectations are realistic

C.To provide links to related changes and known errors

D.To help information-sharing are learning

A.Disaster recovery plans

B.Swarming

C.Target resolution times

D.Self-help

A.Restoring normal service as quickly as possible

B.Reducing the number and impact of incidents

C.Managing workarounds and known errors

D.Maximizing the number of successful changes

A.Service configuration management

B.Problem management

C.Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

D.Monitoring and event management