PeopleCert Exam ITIL-4-Specialist-Monitor-Support-Fulfil Topic 3 Question 11 Discussion

Actual exam question for PeopleCert's ITIL-4-Specialist-Monitor-Support-Fulfil exam

Question #: 11
Topic #: 3

[All ITIL-4-Specialist-Monitor-Support-Fulfil Questions]

The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

AUse swarming to optimize resolution of unusual, complex, and major incidents

BUse dashboards and reports to communicate service performance to internal and external stakeholders

CLeverage automation tools to manage knowledge and to automate solutions, where possible

DDevelop incident models and reuse known resolutions

Show Suggested Answer

Suggested Answer: C

Omnichannel communication refers to the practice of using multiple communication channels (such as phone, email, chat, etc.) to ensure that messages are directed to the correct audience. In ITIL 4, omnichannel communication is crucial for ensuring that users can interact with the service desk or other service providers through their preferred channels, allowing for more efficient incident management and service request handling.

by Izetta at Feb 08, 2025, 12:06 PM

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