In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively at the 3rd line
B. Manage Incidents effectively through 1st, 2nd and 3rd line
C. Only manage Incidents effectively through 1st and 2nd line
D. Only manage Incidents effectively through the 1st line
Answer:B
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively at the 3rd line B. Manage Incidents effectively through 1st, 2nd and 3rd line C. Only manage Incidents effectively through 1st and 2nd line D. Only manage Incidents effectively through the 1st line