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PeopleCert ITIL 4 Specialist Create Deliver and Support Exam - Topic 4 Question 24 Discussion

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?
D) Swarming
A) Results-based measurement
B) Advanced analytics
C) Outsourcing

PeopleCert ITIL 4 Specialist Create Deliver and Support Exam - Topic 4 Question 24 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist Create Deliver and Support exam
Question #: 24
Topic #: 4
[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

by Verona at Jul 15, 2026, 02:00 PM

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Kent
3 days ago
Results-based measurement sounds like a solid plan!
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Pilar
8 days ago
Not sure swarming would work for every issue, though.
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Lavera
14 days ago
Advanced analytics could help identify the bottlenecks.
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Margo
19 days ago
I think outsourcing might just complicate things more.
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Fernanda
24 days ago
Swarming could really speed things up!
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Gail
29 days ago
Results-based measurement was mentioned in our practice questions. It seems like it could help track performance, but I wonder if it would actually speed up ticket resolution.
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Talia
1 month ago
Advanced analytics sounds familiar. I think it could help identify patterns in the tickets, but I'm not clear on how that would directly reduce the queue.
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Kerry
1 month ago
I'm not entirely sure, but I think outsourcing could help reduce the ticket load. We discussed it in class, but it might not address the root cause of the queues.
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Ira
1 month ago
I remember studying about swarming in our last session. It seemed like a good way to tackle high volumes of tickets by having the whole team focus on one issue at a time.
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