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| Question ID 22938 | Which of the following is the BEST reason for categorizing incidents? |
| Option A | To establish trends for use in problem management and other IT service management (ITSM) activities |
| Option B | To ensure service levels are met and breaches of agreements are avoided |
| Option C | To enable the incident management database to be partitioned for greater efficiency |
| Option D | To identify whether the user is entitled to log an incident for this particular service |
| Correct Answer | A |
| Question ID 22939 | A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? |
| Option A | Yes: for information purposes, a known error record can be created at any time it is prudent to do so |
| Option B | No: the Known Error should be created before the problem is logged |
| Option C | No: a known error record is created when the original incident is raised |
| Option D | No: a known error record should be created with the next release of the service |
| Correct Answer | A |