ITPEC IP April 2026 Question 62
ITPEC IP April 2026 — Question 62 of 100
Record and analyze inquiry content, responses, and response time — measurement provides evidence for service-desk improvement.
Categorized records reveal recurring questions, bottlenecks, training needs, and candidates for FAQs or automation; response metrics show whether changes help.
Answer (a)
Why not others: (b) refuses useful workarounds and duplicates problem-management focus; (c) fragments the single point of contact and confuses users; (d) ignores impact and priority, so a critical incident may wait behind minor requests.
Key rule: Improve a service desk by recording, prioritizing, measuring, analyzing, and continually refining its handling of contacts.
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