Question: which answer is correct? A service desk team acts as a single point of contact for its users. Service desk team members are the first-line

which answer is correct? A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support, however, if they are unable to resolve the incidents they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation? A: Results-based measurement B: Advanced analytics C: Outsourcing D:Swarming

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