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ITIL-4-CDS · Question #26
ITIL-4-CDS Question #26: Real Exam Question with Answer & Explanation
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Question
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?
Options
- AResults-based measurement
- BAdvanced analytics
- COutsourcing
- DSwarming
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