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PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 2 Question 21 Discussion

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.Which action would BEST help to improve this situation?
B) Improve the training given to the staff of the service desk function
A) Automating service desk processes to reduce human error
C) Increase the number of service desk agents available
D) Implement stricter service desk performance metrics

PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 2 Question 21 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist High velocity IT exam
Question #: 21
Topic #: 2
[All ITIL 4 Specialist High velocity IT Questions]

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.

Which action would BEST help to improve this situation?

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Suggested Answer: B

by Tijuana at Nov 21, 2025, 04:41 PM

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Natalie
3 months ago
B is definitely the way to go. Listening skills are crucial!
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Tom
3 months ago
D seems harsh. Metrics can pressure agents too much.
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Ryan
4 months ago
C might help, but if they don’t listen, it won’t matter.
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Eugene
4 months ago
A won't solve the listening issue. It's about people, not processes.
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Tish
4 months ago
Agreed! Better training can help agents listen more.
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Rosio
5 months ago
I think B is the best option. Training is key!
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Tammy
5 months ago
Surprised this is even a question, it's obviously about training!
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Leigha
5 months ago
Really? Stricter metrics? That sounds like a recipe for more stress.
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Ines
5 months ago
A won't fix the listening issue, just makes it worse.
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Eden
5 months ago
I think C could help too, more agents means less wait time.
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Stanton
5 months ago
Option B is the way to go. You can't replace human interaction with automation. Training is crucial.
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Leanna
6 months ago
I'd go with B as well. Automating the process might make things worse. More training is the solution here.
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Tegan
6 months ago
Definitely B. You can't automate empathy and active listening. Training is the way to go.
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Jesse
6 months ago
B) Improve the training given to the staff of the service desk function. That's the key to better listening and understanding customer needs.
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Helene
6 months ago
Automating processes sounds tempting, but I doubt it would help with the communication issues users are facing.
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Latia
6 months ago
I feel like we had a practice question about performance metrics before. Stricter metrics might just add pressure without fixing the root cause.
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Lore
6 months ago
I'm not entirely sure, but I think just adding more agents won't solve the listening issue. It feels like a training problem to me.
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Carlee
7 months ago
Definitely B, better training is key!
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Noe
7 months ago
Ooh, performance metrics could be interesting. But I worry that might just make the agents feel more pressure without really addressing the root issue. I'd lean towards Option B to focus on their training and listening skills.
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Amber
7 months ago
Hmm, I'm not sure automating the process is the right call here. That could just make the agents feel even more disconnected from the customers. I'd go with Option B to invest in the team.
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Hillary
7 months ago
Option B for sure. Can't have the service desk agents sounding like Siri, am I right?
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Shannon
7 months ago
I remember we discussed the importance of active listening in our training sessions. Improving staff training might really help.
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Marge
8 months ago
I'm a bit confused - are we looking to improve the process or the people? Option C about increasing agents seems like it might just add more of the same problem.
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James
8 months ago
This seems like a communication issue, so I'd focus on improving the training and skills of the service desk agents. Option B looks like the best choice.
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German
2 months ago
Yes! Agents need to understand customer issues better.
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Julian
3 months ago
More training could really change the game.
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Sylvia
3 months ago
Option B seems like the way to go.
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Bulah
3 months ago
Definitely! Listening skills are crucial.
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Ezekiel
3 months ago
I agree, better training is key.
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