SK0-003 · Question #245
An administrator receives a call from a user who is unable to receive email. After troubleshooting the administrator is able to resolve the issue and verify that user is able to access email again…
The correct answer is C. Document the outcome. After successfully resolving an IT issue and verifying the fix, the immediate next step in incident management is to document the entire process and outcome.
Question
An administrator receives a call from a user who is unable to receive email. After troubleshooting the administrator is able to resolve the issue and verify that user is able to access email again. Which of the following is the NEXT step that the administrator should take?
Options
- AImplement preventative measures.
- BClose the issue.
- CDocument the outcome.
- DQother users to make sure they are not having the same issue.
How the community answered
(38 responses)- A8% (3)
- B5% (2)
- C71% (27)
- D16% (6)
Why each option
After successfully resolving an IT issue and verifying the fix, the immediate next step in incident management is to document the entire process and outcome.
Implementing preventative measures is a follow-up step that typically occurs after documentation and often involves problem management, not the immediate next step after resolving an incident.
Closing the issue is the final administrative step in incident management, but it should only happen after the resolution has been documented.
Documenting the outcome is a critical step in the incident management process, involving recording the problem, troubleshooting steps, the resolution, and verification. This is essential for knowledge sharing, audit trails, and improving future incident response.
Querying other users is part of the initial troubleshooting or verification phase if the issue might be widespread, but after a specific user's issue is resolved and verified, it's not the immediate next step before documentation.
Concept tested: Incident management process - post-resolution steps
Source: https://learn.microsoft.com/en-us/windows-server/identity/ad-ds/plan/security-best-practices/security-incident-management-plan#the-six-steps-of-an-incident-management-plan
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