Which is true about incident management systems?
A)When using an incident management system, a best practice is to close the incident as soon as the support analyst thinks he/she has resolved the issue.
B)Most organizations allow analysts to keep a log of all e-mails, while requiring analysts to log all phone calls into an incident management system.
C)Ideally, one should integrate incident management systems with the information or systems used to manage Service Level Agreements, such as target response and resolution times
D)Most incident management systems require that analysts manually track the status of incidents from start to finish.

Question

Quizplus · Accepted Answer

Incident management systems are more effective when integrated with systems managing Service Level Agreements (SLAs) because this allows for automated tracking and ensures that incidents are resolved within the agreed-upon time frames, enhancing service quality and customer satisfaction.

Which Is True About Incident Management Systems