What tasks are primarily assigned to Agents / Fulfillers?

Agents or Fulfillers in IT Service Management are primarily responsible for managing incidents, requests, and communication with users. Their role is crucial as they serve as the front-line response team to resolve issues and fulfill service requests in a timely manner. This involves interacting with users to understand their needs, providing updates on the status of their requests, documenting incidents, and ensuring that services are delivered effectively.

Effective communication is a vital component of their responsibilities, as they need to explain technical solutions in a way that is understandable to users and provide a seamless experience in handling user inquiries and service requests. By focusing on these aspects, Agents and Fulfillers help maintain service quality and user satisfaction, which is a fundamental objective of IT Service Management.

In contrast, conducting system audits, developing IT policies, and training new staff are generally tasks that fall outside the direct scope of Agents or Fulfillers. These tasks are typically assigned to specialized roles within the organization that focus on governance, policy formulation, and training management. Thus, option C accurately captures the primary responsibilities associated with Agents and Fulfillers in ITSM.