A.No, a Known Error can only be raised after the permanent resolution has been implemented

B.Yes

C.No, the workaround must be found before a Known Error is created

D.No, a Known Error must be raised at the same time as a problem

A.Awritten agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

B.A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

C.The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

D.An agreement between an IT service provider and another part of the same organization that assists with the provision of services

A.Obtain/build

B.Plan

C.Deliver and support

D.Engage

A.IT finance

B.Service portfolio management

C.Service desk

D.Request fulfilment

A.Warning, reactive, proactive

B.Informational, warning, exception

C.Scheduled, unscheduled, emergency

D.Informational, scheduled, normal