Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions

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?

Show Suggested Answer Hide Answer
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.


Contribute your Thoughts:

Cristal
1 months ago
Swarming, huh? Sounds like a bunch of bees trying to fix a computer. But hey, if it works, I'm all for it!
upvoted 0 times
...
Elin
2 months ago
Results-based measurement? Sounds like someone's trying to put a fancy name on the same old 'measure everything' approach. I'm not convinced.
upvoted 0 times
...
Kayleigh
2 months ago
Outsourcing? Really? That's just shifting the problem to someone else. We need to empower our own team to get this done.
upvoted 0 times
Annmarie
27 days ago
Training and upskilling our service desk team members could also help reduce the number of escalated tickets.
upvoted 0 times
...
Keneth
1 months ago
We could consider implementing a knowledge management system to help our team resolve incidents more efficiently.
upvoted 0 times
...
...
Mica
2 months ago
I think advanced analytics could provide insights into the root causes of the ticket queues and help in implementing targeted solutions.
upvoted 0 times
...
Detra
2 months ago
I believe outsourcing could also be a good option to reduce the ticket queues by leveraging external expertise.
upvoted 0 times
...
Blossom
2 months ago
Advanced analytics could help identify the bottlenecks and find ways to optimize the process. Data is power, my friend.
upvoted 0 times
Trina
27 days ago
D: Advanced analytics could provide valuable insights into ticket trends and help streamline the support process.
upvoted 0 times
...
Margart
1 months ago
C: Outsourcing might help reduce the workload on the internal team and speed up ticket resolution.
upvoted 0 times
...
Glenn
1 months ago
B: Results-based measurement could help track the performance of the service desk team and identify areas for improvement.
upvoted 0 times
...
Delmy
1 months ago
A: Swarming could be a good approach to quickly resolve incidents by bringing together a group of experts.
upvoted 0 times
...
...
Dean
2 months 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
...
Fernanda
2 months 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
Wilda
17 days ago
D) Swarming
upvoted 0 times
...
Bernardine
19 days ago
C) Outsourcing
upvoted 0 times
...
Hobert
20 days ago
B) Advanced analytics
upvoted 0 times
...
Mila
21 days ago
A) Results-based measurement
upvoted 0 times
...
...
Ashlyn
3 months ago
I think swarming would be a good approach to resolve this situation.
upvoted 0 times
...

Save Cancel