Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors, and can even provide intelligent analysis of incident data to generate recommendations for helping with future incidents.
answer c:
5.2.5 - Incident management
Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors, and can even provide intelligent analysis of incident data to generate recommendations for helping with future
incidents.
UCertify material also contains this under incident management
"There may also be a need for good collaboration tools so that people working on an incident can collaborate effectively."
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