Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
Question 2
What is a configuration item?
Options:
A.
Any financially valuable component that can contribute to delivery of an IT product or service
B.
Any component that needs to be managed in order to deliver an IT service
C.
Any change of state that has significance for the management of a service
D.
A problem that has been analyzed but has not been resolved