which type of escalation process mechanism is applied to adjust the escalation process with regard to meeting overall customer incident resolution SLA?
which type of priority is characterized as severely affecting some key users or impacting a large number of users?
which component of incident management is characterized by taking into account both the urgency and the level of impact when entering the incident into a trouble-ticketing system?
which incident ending step involves the validation of the initial incident record parameters to ensure that they are accurate prior to the final incident record entry?
which incident closure mechanism involves contacting the customer on an agreed percentage of the total incidents via email or call-back?
which incident closure step is taken to determine if an incident might recur or if any preventive measures need to be taken?