Câu 12: ITIL 4 Specialist Create, Deliver and Support

A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being, addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve his situation?

1. A. Prioritize tickets based on the order of receipt
2. B. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket — đáp án hiện tại
3. C. Stop recording requests during exceptionally busy times
4. D. Limit ticket submissions to reduce the workload on support staff