Câu 19: ITIL 4 Specialist Create, Deliver and Support
An internal service provider has made service desk a single point of contact for all user queries, including incidents, service request, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queries has been agreed: “first in, first-out”. It h…
Nội dung câu hỏi
An internal service provider has made service desk a single point of contact for all user queries, including incidents, service request, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queries has been agreed: “first in, first-out”. It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
Các lựa chọn
Đáp án được giữ gọn theo nhãn A, B, C, D trong phần bình chọn tương tác.
- A. Increase the number of service desk agents to process the incoming queries faster
- B. Prioritize incoming queries based on their type and associated urgency — đáp án hiện tại
- C. Implement separate service desks for incident and service requests
- D. Recommend users to submit queries well in advance to ensure timely processing
Cộng đồng
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