A.True

B.False

A.This is a cumulative time logged by the users.

B.It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).

C.It stores total elapsed time since the incident was created.

D.It stores total elapsed time since the incident state changed to "In Progress".

A.A change is required to investigate the cause of an incident.

B.Incidents may be caused by changes. Investigation of incidents may indicate the need for a change.

C.Incidents and changes are separate processes that have little interaction.

D.Incidents cause changes. Investigation of changes may indicate the need for incidents to be generated.

A.Read Catalog Item

B.Read Catalog Tasks

C.Read Catalog Definition

D.Read Categories

A.Implement a Change

B.Prioritize and Categorize the Problem

C.Obtain Problem Manager Approval

D.Conduct a Root Cause Analysis