Câu 25: ITIL 4 Specialist Create, Deliver and Support

A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider’s service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact service desk. Service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

1. A. Close the least popular communication channels to reduce the complexity
2. B. Assign dedicated service desk agents to monitor each channel
3. C. Integrate all channels to support smooth switching between them for users and support agents — đáp án hiện tại
4. D. Allocate one most suitable channel to each customer type