Improving Incident Management with User Experience
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Questions and Answers

Which of the following is a potential consequence of not considering the user experience in IT service management?

  • IT service management frameworks may become outdated
  • IT departments may miss opportunities to improve processes and services (correct)
  • The incident management process may become less efficient
  • IT professionals may not receive valuable insights and feedback from users

    • What is the recommended approach to make the IT service management process more user-centric?

  • Categorising and resolving incidents
  • Prioritising and resolving incidents
  • Following best practice guidelines from IT service management frameworks
  • Integrating empathy and human-centred design principles (correct)

    • What is the main focus of the IT service management process at Fly First?

  • Following best practice guidelines (correct)
  • Categorising and prioritising incidents
  • Improving the user experience
  • Resolving incidents efficiently

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