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.

A.Problem logging, problem classification, problem resolution

B.Incident management, problem management, change enablement

C.Problem analysis, error identification, incident resolution

D.Problem identification, problem control, error control

A.Problem identification

B.Problem control

C.Error control

D.Post-implementation review

A.Change control

B.Service level management

C.Continual improvement

D.Problem management

A.It is performed by IT service providers using a mix of suppliers and their products

B.It is performed by customers using a mix of IT systems, services and processes

C.It is performed by the service desk using a mix of people, process and technology

D.It is performed by IT service providers using a mix of people, process and technology