A service provider analysed the performance of the service desk practice and identified several improvement...

To track the progress of improvement initiatives in the service desk,workflow managementandcollaboration toolsare essential. These tools allow for the automation and tracking of tasks, ensuring that improvement activities are well-organized and that stakeholders can collaborate effectively on initiatives. By using these tools, service providers can ensure that workflows are properly managed and that progress is tracked in a transparent way.

Workflow Management: Automates and tracks the sequence of tasks related to service desk improvements.

Collaboration Tools: Facilitate communication and coordination between different teams working on improvement initiatives.

Option A ("Workflow management and collaboration tools")is the correct answer because these tools directly support tracking and managing improvement initiatives​​.

Incorrect Options:

Option B (Analysis and reporting tools): These are useful for measuring outcomes but not for tracking the progress of initiatives.

Option C (Work planning and prioritization tools): These help in planning, but not in tracking the execution of improvements.

Option D (Survey tools): These are for gathering feedback, not for tracking progress.