Which of the below statements are not true?Question 7Answera.A problem is a condition identified through a series of multiple incidents with the same symptomsb.Requests for fulfilment are formal requests to provide something that the IT service desk offers.c.An incident interrupts normal service.d.Incidents do not differ from problems and requests

Which of the following statements is NOT a goal of incident handling and response?Group of answer choicesTo prevent future attacks or incidentsTo prosecute legal activityTo maintain or restore business continuityTo analyze the cause of an incident

Which of the following statements is false?a.Planning for a number of different disaster scenarios that could affect IT services is essential.b.It is impossible to plan for disasters, because there are too many different possibilities.The IT department should be ready to quickly devise a recovery plan following a disaster.c.Ensuring the business is able to continue operation is the responsibility of IT.d.Continuity planning requires an understanding of the key business processes.

Which of the following is NOT true regarding service encounters?Group of answer choicesAll of these are trueRules vary from culture to cultureThey are primarily social encountersCustomer considerations are not important

Which of the following statements are true regarding automated response bots and the specific functions they can take over? (Select all that apply)1 pointAnswer basic or commonly-asked questionsSchedule person-to-person interactionsRespond to customers when your business is closedTriage customer queries to direct them towards the right people

Which one of the statements is absolutely true?Question 9Answera.Technical management deals with all the application development and support activitiesb.Access management deals with all the incidentsc.IT operation management is responsible for all the finance and budget planning for the organizationd.A problem is the underlying cause that leads to an incident