ITIL 4 Specialist – Create, Deliver and Support — Question 5

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

Answer options

• A. Follow the predefined procedure for investigating web performance incidents
• B. Use swarming to involve people from multiple different teams in the investigation
• C. Escalate to the performance management team, who will then escalate to a different team if needed
• D. Declare a major incident and start the major incident management procedure

Correct answer: B

Explanation

The best approach is to use swarming (Option B) because it brings together experts from various teams to collaboratively investigate the issue, potentially leading to a quicker resolution. Following predefined procedures (Option A) may not address the unique aspects of the current incident, while escalating to the performance management team (Option C) may delay the response if further escalation is needed. Declaring a major incident (Option D) could be excessive and may not be warranted at this stage.