A. Regularly conducted practice reviews

B. Integration of monitoring and event management into service value streams

C. Agreed processes, roles and responsibilities

D. Regular reporting on the practice performance

A. Incident models should define third parties' involvement in incident management

B. Third parties should be excluded from incident management activities

C. Interactions with third parties during incident management should be formalized as much as possible

D. Incident management activities should be delegated to third parties as much as possible

A. Work planning and prioritization tools

B. Survey tools

C. Workflow management and collaboration tools

D. Analysis and reporting tools

A. A rule set

B. A health model

C. An event correlation

D. A monitoring action plan

A. By using the ITIL maturity model described in the practice guide

B. By engaging independent consultants to assess and report on the practice

C. By documenting the organization's service value system

D. By measuring and reporting the key performance indicators defined in the practice guide

A. Service level agreements for problem resolution

B. Technical impact on applications or infrastructure

C. The number and frequency of related incidents

D. Business impact on service consumers

A. An error which may cause, or has already caused, one or more incidents

B. A repeatable approach to the management of a particular type of problem

C. A problem that has been analysed but has not been resolved

D. A solution that reduces or eliminates the impact of one or more incidents

A. Level 3

B. Level 5

C. Level 2

D. Level 4

A. Teams that share responsibility should celebrate heroes and should nut slime successes awl failures

B. Teams that share responsibility should bounce incidents between them and other teams

C. Teams that share responsibility cannot have only one person that sees an Incident through to resolution

D. Teams that share responsibility should be encouraged to engage experienced people in the process