A.Trend analysis of incident records

B.Diagnosing and resolving incidents

C.Escalating incidents to a support team for resolution

D.Creating incident records

A.How do we get there?

B.Take action

C.What is the vision?

D.Did we get there?

A.A known error is the cause of one or more problems

B.Known errors cause vulnerabilities, problems cause incidents

C.Known error is the status assigned to a problem after it has been analysed

D.Known errors are managed by technical staff, problems are managed by service management staff

A.Supplier

B.Service consumer

C.Customer

D.Service provider

A.Start where you are

B.Keep is simple and practical

C.Progress iteratively with feedback

D.Focus on value