Question $1($Chapter $10)$

a$)$ Based on the scenario above, draw a process flow for the problem

b$)$ Identify the states that could be implemented by Josh to show the progress of the problem

through its life cycle?

Question $2($Chapters $11-12)$

a$)$ Given the above scenario, there could be common incidents reported by the incident team

that do not require a problem investigation. Josh needs to know when and why problem

investigation is needed to build a knowledge base and communicate problems,

workarounds, and resolutions effectively. Provide a list of at least ten typical information

needed to make an informed decision about incidents that require problem investigation?

$(10$ marks$)$

b$)$ Discuss how John in the scenario above should assess if a reported incident leads to

problem management?

Answer

c$)$ Differentiate between problem categorisation and problem prioritisation to help Josh in the

scenario above with his problem management approach?

Question $3($Chapters $13-15)$

a$)$ Discuss the three four major phases of error resolution?