Intermediate
Information Technology & Misc
Q78 / 100
A help desk technician receives many similar tickets about slow application performance after a recent update. According to ITSM best practice, what should happen next, beyond resolving each individual ticket?
Correct! Well done.
Incorrect.
The correct answer is D) Log a problem record to investigate the underlying root cause linking the recurring incidents, in addition to resolving each ticket
D
Correct Answer
Log a problem record to investigate the underlying root cause linking the recurring incidents, in addition to resolving each ticket
Explanation
When multiple incidents share a common root cause, ITSM best practice is to raise a problem record to investigate and fix the underlying issue — preventing recurrence — rather than just repeatedly resolving symptoms ticket by ticket.
Progress
78/100