According to ITIL® v3 framework, which component of incident management is characterized by
taking into account both the urgency and the level of impact when entering the incident into a
trouble-ticketing system?

According to ITIL® v3 framework, which incident ending step involves the validation of the initial
incident record parameters to ensure that they are accurate prior to the final incident record entry?

According to ITIL® v3 framework, which incident closure mechanism involves contacting the
customer on an agreed percentage of the total incidents via email or call-back?

According to ITIL® v3 framework, which incident closure step is taken to determine if an incident
might recur or if any preventive measures need to be taken?

According to ITIL® v3 framework, which incident closure mechanism is used to centralize all the
available details surrounding the incident during the resolution life cycle?

According to ITIL® v3 framework, when working on a service-affecting incident, what function or
process is responsible for keeping the customer updated on the status of the incident?

According to ITIL® v3 framework, which risk management step analyzes threats and weaknesses
that are introduced as a result of a service change?

According to ITIL® v3 framework, what are the top four risks that are associated with poor change
management process and procedures?

According to ITIL® v3 framework, service providers need to deliver the agreed upon capabilities to
their customers. This is the definition of which configuration management principle?

According to ITIL® v3 framework, which key items are used to establish and maintain a correct
level of filtering during event management?