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PeopleCert Exam ITIL-4-Specialist-Create-Deliver-and-Support Topic 1 Question 3 Discussion

Actual exam question for PeopleCert's ITIL-4-Specialist-Create-Deliver-and-Support exam
Question #: 3
Topic #: 1
[All ITIL-4-Specialist-Create-Deliver-and-Support Questions]

A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.

Which concept or approach would help the organization resolve this situation?

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Suggested Answer: D

Swarming involves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.


by Willard at May 04, 2025, 08:03 AM

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Kayleigh
21 hours ago
Outsourcing? Really? That's just shifting the problem to someone else. We need to empower our own team to get this done.
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Mica
3 days ago
I think advanced analytics could provide insights into the root causes of the ticket queues and help in implementing targeted solutions.
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Detra
9 days ago
I believe outsourcing could also be a good option to reduce the ticket queues by leveraging external expertise.
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Blossom
13 days ago
Advanced analytics could help identify the bottlenecks and find ways to optimize the process. Data is power, my friend.
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Dean
16 days ago
I agree with Ashlyn, swarming can help in resolving tickets faster by bringing multiple team members together to work on the same issue.
upvoted 0 times
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Fernanda
21 days ago
Swarming is the way to go here. It's all about getting a team to tackle the issue together instead of passing it around like a hot potato.
upvoted 0 times
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Ashlyn
28 days ago
I think swarming would be a good approach to resolve this situation.
upvoted 0 times
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