For some time, customer service industries, including IT service management, have designed support structures and workflow practices around data…

The question describes the negative consequences of designing support structures around the mechanics of ticketing systems (data entry, ticket transfers) rather than focusing on the user's journey and value creation. Option 4 is a direct and powerful example of this negative impact. When a customer's single requirement is fragmented into several tickets, forcing them to re-enter the same information, it demonstrates a process designed around internal silos and ticket transfers, not customer experience. This creates inefficiency and frustration, which are key negative impacts that modern service management approaches, like value stream mapping, aim to eliminate.

A (Item 3): This is also a valid negative impact mentioned in the ITIL CDS publication. However, it focuses more on the agent's immediate task of data entry rather than the broader workflow design issue of ticket transfers and process fragmentation, which is central to the question's premise and best illustrated by option D. B (Item 2): While this is used as an analogy in the official ITIL text, it is an example from the hospitality industry, not directly from the IT service management context that is the primary focus of the question. C (Item 1): This is incorrect. The denial of a change due to a moratorium is the result of a governing policy, not a flaw in the workflow design related to data manipulation or ticket transfer. The ticketing system merely records and communicates this policy-based decision.

AXELOS, ITIL® 4 Specialist: Create, Deliver and Support. TSO (The Stationery Office), 2020.

Section 4.2.1, ‘Managing queues and backlogs’, explicitly lists the scenarios in options 2, 3, and 4 as examples of negative impacts of ticket-centric design. The text states: "Negative impacts are common and include, for example: telephone support agents having to pause the conversation while they complete on-screen forms; customers being asked to enter the same details on consecutive forms because their specific requirements necessitate several tickets; hotel check-in procedures involving lengthy typing by a front-desk employee." This directly supports that D is a correct answer and C is incorrect as it is not mentioned.