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An organization with established processes for managing incidents, changes, and problems, receives a high volume...

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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 should the organization do FIRST to start to improve the situation?

A.

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

B.

Encourage teams to collaborate so they can focus on value for users

C.

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

D.

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

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