ISO/IEC 20000 IT Service Management Lead Auditor Exam - Quiz 01 - Loraine Jane Nollora - Practice Quiz

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Scenario:\nMr. Rodriguez, an IT service manager, is preparing for an audit according to ISO/IEC 20000-1. During the audit planning phase, he discovers discrepancies between the documented procedures and actual practices in incident management. Some incidents are not categorized correctly, leading to delayed resolutions. What should Mr. Rodriguez prioritize to ensure compliance during the audit?

Conduct a root cause analysis of the incident management discrepancies

Update the incident management documentation to reflect current practices

Schedule additional training for staff on incident categorization

Review the audit schedule to include more frequent incident management checks

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