PeopleCert Exam ITIL-4-Transition Topic 1 Question 5 Discussion

Actual exam question for PeopleCert's ITIL-4-Transition exam

Question #: 5
Topic #: 1

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.

What is the FIRST step the organization should take to start to improve the situation?

AUse value stream mapping to help understand the end-to-end flow of user support

BEncourage teams to collaborate so they can focus on value for users

CImprove the integration of tools to ensure there are no gaps between processes

DReview skills and competencies of user support staff to ensure they have the required capability

Show Suggested Answer

Suggested Answer: A

by Joesph at Sep 21, 2022, 03:16 AM

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