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ITIL-4-CDS · Question #21
ITIL-4-CDS Question #21: Real Exam Question with Answer & Explanation
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Question
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
Options
- AIncrease the number of service desk agents to process the incoming queries faster
- BPrioritize incoming queries based on their type and associated urgency
- CImplement separate service desks for incident and service requests
- DRecommend users to submit queries well in advance to ensure timely processing
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