Which Is True

Which is true?

A) The process of incident tracking involves reviewing all incidents to help ensure that they have been permanently resolved in a timely fashion and that steps have been taken to prevent similar incidents in the future.
B) A mission statement is a formal document that describes the intentions and expectations of management. Missions may be developed with regard to incident escalation, ownership, or notification.
C) Some service desks may check customer entitlement, which is the determination of whether the customer is authorized to receive support, and, if so, the level of support the customer should receive
D) The incident management process typically does not including answering questions such as "How do I...?" or "When will my new pc arrive?," as this wastes valuable time that could be spent restoring service.