Which is the best approach to optimize workflow in the IT department?

[answerhappygod]

A small, highly reactive IT department has struggled to balance the need to respond to incidents and challenging operational demands while managing project work. As a result, customer commitments are regularly missed, with customers frequently calling to check on the status of work requests. Which is the best approach to optimize workflow in the IT department?

Developing a business case for establishing a project management office
Establishing clear organizational priorities to guide the IT staff’s actions
Implementing a basic Kanban board to make work visible
Empowering IT staff with more decision-making authority