Question: 235Which of the following should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incidentA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: BQuestion: 236Why is it important for service providers to understand patterns of business activity (PBA)?C
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Management, Information Technology Infrastructure Library, C. Both