Study tips 640-760

Why is it important to have a single trouble ticketing system?

what are three types of metrics to support continual service improvement and other process activities?

how is urgency defined regarding an incident, problem, or change?

what three criteria can you use to qualify an incident?

what is the most critical information that needs to be captured in the trouble ticketing system?

what information is typically reported in an NOC incident report?

how would you prioritize workload when dealing with multiple high-urgency incident tickets?

what are two types of high priority escalation processes within incident management?

what type of escalation occurs when the service desk is unable to resolve the incident?

you need to make a change to the configuration