Incident management maintains the known error database, since service desk analysts are its primary users.
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Q9: Target escalation time is a time constraint
Q10: After an incident is escalated to level
Q11: Typically, the person that resolves an incident
Q12: An extremely important part of incident management
Q13: Since the service desk typically owns all
Q15: Data captured by service desk analysts is
Q16: Typically, the service desk retains ownership of
Q17: One of the reasons that knowledge management
Q18: During the assessment and evaluation activity of
Q19: The Change Advisory Board (CAB) supports the
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