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Question 57 - ITIL-DSV discussion

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Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

A.
Establishing omnichannel communications
Answers
A.
Establishing omnichannel communications
B.
Automating the logging of user emails
Answers
B.
Automating the logging of user emails
C.
Providing multichannel support
Answers
C.
Providing multichannel support
D.
Providing a self-service portal
Answers
D.
Providing a self-service portal
Suggested answer: A

Explanation:

The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by 'Establishing omnichannel communications.' ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.

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asked 18/09/2024
Luyanda Hatta
34 questions
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