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220-1101 · Question #354
220-1101 Question #354: Real Exam Question with Answer & Explanation
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Hardware and network troubleshooting
Question
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?
Options
- ARequire the technicians to spend more time testing theories to determine the root causes of
- BRequire the technicians to verify full system functionality when resolving issues.
- CRequire the technicians to gather more information when speaking with users about issues.
- DRequire the technicians to document the findings, actions, and outcomes of issues.
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Topics
#IT Service Management#Troubleshooting Best Practices#Documentation#Knowledge Management