Câu 2: ITIL 4 Specialist High-Velocity IT

Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk. Which is the BEST improvement approach?

1. A. Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
2. B. Integrate the communication channels to enable the sharing of information and consistent support across channels — đáp án hiện tại
3. C. Improve user training so that they provide all the information that is needed whenever they contact the service desk
4. D. Create separate channels for incidents and requests so that issues affecting customers can be prioritized, tracked more effectively, and resolved without being lost among routine service requests