The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. which ITIL process would improve this situation?a.Incident Managementb.Change Managementc.Configuration Managementd.Problem Management

The ITIL process that would improve this situation is a. Incident Management.

Here's why:

Incident Management is the ITIL process responsible for managing the lifecycle of all incidents. Incidents are defined as any disruption or reduction in the quality of an IT service. The primary objective of this ITIL process is to return the IT service to users as quickly as possible.

In this scenario, users are directly contacting network managers, which is contributing to their excessive workloads. If an Incident Management process is properly implemented, users would report their issues to a service desk, rather than directly to the network managers. The service desk would then handle these incidents or escalate them as necessary. This would reduce the direct contact between users and network managers, thereby reducing their workload and allowing them to focus on proactively managing the network.