Câu 2: ITIL4 Managing Professional Transition

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete. Which is the BEST approach or technique to resolve this situation?

1. A. Service integration and management
2. B. Machine learning
3. C. Swarming — đáp án hiện tại
4. D. An information model