220-1101 · Question #354
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 t
The correct answer is D. Require the technicians to document the findings, actions, and outcomes of issues.. 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
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.
How the community answered
(29 responses)- A3% (1)
- B7% (2)
- C17% (5)
- D72% (21)
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
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