A service desk uses triage to ensure they work on the most urgent tasks first.

Question

A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

Accepted Answer

B. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Answer

A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Answer

C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Answer

D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Winter Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: pass65

Exam ITIL-4-Specialist-Create-Deliver-and-Support All Questions

ITIL 4 Managing Professional ITIL-4-Specialist-Create-Deliver-and-Support Question # 4 Topic 1 Discussion

Correct Answer:

Options Selected by Other Users:

Contribute your Thoughts: