Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.
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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
Q14: Incident management maintains the known error database,
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
Q20: The service asset and configuration management process
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