Why Is There Sometimes Conflict Between the Goals of Incident

question 12

Multiple Choice

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

• A) Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs
• B) Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
• C) Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
• D) Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them

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Definitions:

Creditor

A creditor is an entity (person or institution) that lends money or extends credit to another entity, expecting to be repaid in the future.

Sole Proprietor

An individual who owns and operates a business alone, bearing full responsibility for its debts and obligations.

Profitable

Describes a situation, project, or enterprise that results in financial gain or benefit.

Management Consulting

A professional service that provides expertise and advice to businesses seeking to improve their operations, strategy, and performance.