Which of the following statements about Problem Management is correct?

The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents
The Service Desk is not responsible for Problem Management but manages Major Incident reviews
The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems
The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

Answer(s): A

Which of these options is a primary objective of the Service Asset and Configuration Management process?

To record the ownership of every item of hardware and software in the asset base
To ensure that IT services, assets, resources and processes are properly managed and maintained
To clearly identify the business dependencies of each inventory item
To map assets into a clear network infrastructure diagram

Answer(s): B