In a help desk queue, the incident that will be handled next is the most recent incident to enter the queue.

Reports should have ________ blank line(s) between elements

A) one B) two C) three D) four

At which of the following state of the CMM scale no documented policies and processes exist but the organization is aware they are needed?

A. Ad-hoc B. Defined process C. Optimized D. Nonexistent