100-140 Question 16
Select 3You are an IT support technician documenting the resolution of a technical issue involving a recurring network outage. Which of the following practices will ensure your documentation is useful for future interactions?
- A
Include detailed steps for reproducing the issue and the resolution process.
- B
Use vague terms like 'issue fixed' without providing context.
- C
Document the tools and commands used during troubleshooting.
- D
Ensure that acronyms and technical jargon are not explained.
- E
Record the root cause and preventative measures taken.
Show answer and explanation
Correct answers: A, C, E
Explanation
Comprehensive documentation should provide enough detail to reproduce the issue, understand the tools and techniques used, and implement preventative measures. This ensures that future interactions with similar issues are resolved more efficiently and consistently.
- A. Correct.
Including detailed steps for reproducing the issue and the resolution process ensures that future technicians can understand the problem and apply the same solution if it recurs.
- B. Incorrect.
Using vague terms like 'issue fixed' without providing context is unhelpful, as it provides no actionable information for future troubleshooting.
- C. Correct.
Documenting the tools and commands used during troubleshooting helps other technicians replicate and understand the process.
- D. Incorrect.
Failing to explain acronyms and technical jargon can make the documentation unclear, especially for individuals unfamiliar with technical terms.
- E. Correct.
Recording the root cause and preventative measures taken helps prevent the issue from recurring and provides valuable insights for future troubleshooting.