ITIL 4 Specialist – Create, Deliver and Support — Question 6

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?

Answer options

Correct answer: D

Explanation

The correct answer is D, Swarming, which allows multiple team members to collaboratively address incidents simultaneously, thereby reducing resolution time and backlogs. The other options, while beneficial in different contexts, do not directly tackle the immediate issue of ticket queues and may not enhance the speed of resolution as effectively as a swarming approach.