ITIL-4-Transition Exam Dumps | An organization with established processes for managing incidents, changes, and problems, receives a

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Question 19/29

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

A. Review skills and competencies of user support staff to ensure they have the required capability

B. Encourage teams to collaborate so they can focus on value of users

C. Improve the integration of tools to ensure there are no gaps between processes

D. Use value stream mapping to help understand the end-to-end flow of user support

Correct Answer: D

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