Documentation is a substantial part of the evidence for Service Management What is a best
practice relating to documentation?

The Service Desk of supplier X continuous receives the same incident report. This concerns the
latest version of a client-server application. The problem no longer occurs if the former version is
re-installed. Because the cause of the incident has still not been traced, the supplier decides to
advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

What is the objective of the Security Management process?

What is the most common process that is associated with the Service Desk?

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

What is the purpose of CobiT™?

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

What must be included in a well defined Process structure?

Having a policy that defines and manages customer complaints is a key element of Business
Relationship Management.
According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is
not resolved?

A company includes the principle of continual improvement of the Service management system
(SMS) in their Service management plan.
What evidence would be gathered to demonstrate continual improvement?