Exit ITIL-TRANSITION ITIL 4 Managing - Professional Transition
Question 5 of 5
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Q5 Single choice

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.

Which is the BEST approach for this new policy?

  • A

    Ensure that any identified exceptions are excluded from the policy to improve clarity

  • B

    Ensure that all teams involved in incident resolution collaborate in the development of the policy

  • C

    Implement the policy to the service desk staff initially before informing other affected support teams

  • D

    Engage with stakeholders to ensure that as much detail as possible is included in the policy

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