What is the correct procedure for leaving a voice mail?

Leave your name and tell the user you will call them back in the next hour or so
Leave the date, time and your name, SLA requirements, detailed information regarding the Service Desk process for this type of incident and advise them to do nothing until they hear from you again
Leave your name, date and time, contact number, incident number, the reason for your call and any action required of the user
Leave the user with the message that the service desk tried to call them, give the time and date of the call, advise them that there has been a development with their incident

Answer(s): C

Which of these options is the best definition of an Incident?

An issue that has been diagnosed and for which a resolution or workaround is known
The underlying cause of one or more issues, the exact nature of which may not yet have been diagnosed
Any unplanned interruption to, or a reduction in the quality of, an IT Service
An issue requiring the support and input of IT support

Answer(s): C