Okay, the key things I'm seeing here are the lack of access controls and the outdated customer data that the company was still holding onto. Based on that, I think the best answer is A - implementing a comprehensive policy for accessing customer information. That seems like it would have helped address both of those issues.
I've got this. The RACI matrix is the best tool here, as it will provide a clear authority matrix for the escalation process. It should be provided to the service desk during deployment, as they will be the ones responsible for managing the escalations on a day-to-day basis.
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