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Question 296 - 220-1101 discussion

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An IT manager is evaluating ticket resolution times. While reviewing the data, the manager notices repetitive issues are taking longer than expected to resolve. Which of the following changes should the manager implement to resolve repetitive issues more quickly?

A.
Require the technicians to spend more time testing theories to determine the root causes of issues.
Answers
A.
Require the technicians to spend more time testing theories to determine the root causes of issues.
B.
Require the technicians to verify full system functionality when resolving issues.
Answers
B.
Require the technicians to verify full system functionality when resolving issues.
C.
Require the technicians to gather more information when speaking with users about issues.
Answers
C.
Require the technicians to gather more information when speaking with users about issues.
D.
Require the technicians to document the findings, action, and outcomes of issues.
Answers
D.
Require the technicians to document the findings, action, and outcomes of issues.
Suggested answer: D

Explanation:

By documenting the findings, action, and outcomes of issues, the technicians can create a knowledge base that can be used to resolve similar issues in the future more quickly and efficiently. The documentation can also help identify patterns or trends that can lead to preventive measures or root cause analysis. Documenting the issues can also improve communication and collaboration among technicians and users, as well as provide evidence of service quality and performance. Reference:

https://partners.comptia.org/docs/default-source/resources/a-core-1-content-guide (page 4)

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asked 02/10/2024
Jerry Manalo
32 questions
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