An organization is designing a value stream for communicating planned outages to users.

In theuser query handlingprocess,triageis the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams​​.

Acknowledging and recordingthe query is an important step but does not lead directly to resolution.

Information packagingtypically refers to preparing information for the user, often following resolution.

Validatingensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.