Which of the following is a task of Agents / Fulfillers in ITSM?

Agents and Fulfillers in IT Service Management (ITSM) play a crucial role in the delivery and execution of services. One of their primary tasks involves assigning and managing incidents, which is integral to maintaining service quality and ensuring that user issues are addressed promptly and effectively. This task requires them to assess the incoming incidents, prioritize them based on severity and impact, and allocate the appropriate resources or personnel to resolve those incidents.

The responsibilities of Agents and Fulfillers are centered around operational aspects of service management rather than strategic or analytical tasks. For instance, defining service strategies and analyzing market trends focus more on planning and decision-making at higher organizational levels, often involving roles outside of frontline service engagement. Conducting security audits, on the other hand, relates to compliance and risk management, which typically falls under specialized security roles rather than the operational tasks of Agents or Fulfillers.

Thus, the correct choice emphasizes the essential functions of Agents and Fulfillers in managing service-related activities, ensuring that incidents are handled effectively to maintain productivity and user satisfaction.