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An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?
An organization prioritizes its work on a ‘last-in, first-out’ basis.
Which work item should be actioned NEXT?
Which is a reason why an organization should create competency profiles for each role?
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
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?
TESTED 15 May 2025