ITIL 4 Managing Professional TransitionDemo

Question

An organization supports users of its services through a tiered structure. Many specialists in the second- and third-line resolution teams have worked for the organization for a long time. The organization is deploying many changes to services, which is likely to result in a large number of complex incidents. In addition, the second- and third-line resolution teams have long backlogs of work to complete.

Which approach or technique is the BEST way to resolve this situation?

A Service integration and management
B Machine learning
C Swarming
D An information model

Explanation

Swarming brings together the people with the relevant expertise to resolve complex incidents collaboratively, rather than passing work through successive support tiers. This reduces escalation handoffs and delays, helping experienced specialists address a high volume of complex incidents while managing existing backlogs.

ITIL 4 Managing Professional TransitionDemo

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Notes

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