According to ITIL® v3 framework, the Reactive Problem Management process contains these
steps: Detection, Logging, Categorization, Investigation and Diagnosis, Workarounds, Raising a
Known Error Record, Resolution, Closure, Major Problem Review, and Errors Detected in the
Development Environment. Which step is missing from this list?

According to ITIL® v3 framework, what is the correct set of functions that are included within
Problem Management?

What information should you include when a fault management system autogenerates an incident
ticket to ensure that the correct support team is assigned to the ticket?

What should you use to collect network performance statistics such as latency, jitter, and packet
loss?

Which protocol should be configured on networking devices to assist operational staff in event
correlation to resolve service issues?

According to ITIL® v3 framework, in a stable (no new services or traffic demands) environment, a
reduction in the total number of recurring syslog messages per month is an indication that which
ITIL® management process is working well?

What is a key operational metric to measure the health of the incident management process?

According to ITIL® v3 framework, which improvement should be implemented if there is an
increase in the number of false positive auto-generated incidents?

Which of the following is not a network-device-level performance metric?

What is the main reason for establishing a baseline?