Question

A service desk team has built an elaborate spreadsheet with 40 interlinked macros to route incidents, because their ticketing tool cannot auto-assign tickets. Maintaining the spreadsheet now consumes several hours each week and frequently breaks when staff change. The improvement manager wants to recommend a course of action based on the ITIL guiding principles. Which recommendation BEST reflects the 'Keep it simple and practical' principle?

Accepted Answer

Assess whether a simpler solution—such as a small set of native routing rules in the ticketing tool—can achieve the same outcome, and eliminate the complex workaround that adds effort without proportional value.

Answer

Add more macros and validation checks to the spreadsheet so it becomes robust enough to survive staff changes.

Answer

Document the spreadsheet in detail and train every new hire thoroughly so the complexity is well understood.

Answer

Keep the spreadsheet exactly as is because it currently works and changing it introduces risk.