Exam 220-1102 topic 1 question 53 discussion

The answer is D, however, if I didn't like my job, I'd probably pick C. Just to let the boss know who is in charge.

This questioin made me confused

Change management processes typically involve notifying stakeholders, such as owners or managers responsible for the affected systems or services, about planned changes. By following the change management process, owners can be informed about the reinstalling of the security software, allowing them to monitor the process and assess any potential impact on system performance or security. While options B, C, and D are also considerations in change management processes, they are not as directly relevant to the specific scenario described Having a rollback plan is an important aspect of change management to mitigate risks associated with changes. However, in this scenario, the primary concern is reinstalling the security software rather than anticipating potential negative impacts on applications. Therefore, ensuring that owners are notified about the change and can monitor its performance impact is the most relevant reason to follow the change management process in this scenario.

Dont let your ego take the better part of you, plus you probably wont even be enough to die on that ticket.. escalate that s**t pronto!

Ticket escalation is the process by which a customer issue (support ticket) is passed on to a senior customer service manager or supervisor for a quick and effective resolution. Ticket escalation happens when support agents are unable to resolve a customer query effectively in a timely manner

the technician has already spent hours trying to resolve the issue , Thats mean B Wrong answer Continuing to spend more time without resolution might not be the most efficient use of resources, especially when dealing with a critical issue for a high-profile user like the CEO. Escalating the ticket ensures that the problem is addressed by individuals with more expertise or resources to expedite the resolution process.

When facing a complex computer issue that has taken a significant amount of time and effort to troubleshoot, it's often a good idea to return to the basics and repeat the iterative processes. This involves checking the work that has already been done, verifying assumptions, and re-evaluating the troubleshooting steps taken. Sometimes, stepping back and reviewing the issue with a fresh perspective can lead to new insights or solutions. Continuing to research the issue (Option A) might lead to more time spent without guaranteed results. Informing the CEO that the repair will take a couple of weeks (Option C) is not an ideal solution, as it's essential to address their needs promptly. Escalating the ticket (Option D) might be necessary in some cases, but it's generally a good practice to exhaust all reasonable troubleshooting steps before escalating to higher levels of support.

B. Repeat the iterative processes would be the next step the technician should take. This involves going back through the troubleshooting steps that have already been taken to ensure that nothing was missed or overlooked. It's possible that the issue may have been caused by a simple oversight or an incorrect assumption, and repeating the process could help the technician identify and resolve the problem. If the issue still cannot be resolved after repeating the iterative process, then the technician may need to escalate the ticket or seek additional assistance. However, it's important to keep the CEO informed of the progress and expected timeline for the resolution.