100-140 Question 321
Single answerA company is running a web application hosted in a public cloud environment, while their database is maintained in a private on-premises data center. An incident occurs where the web application is unable to retrieve data from the database. As an IT support technician, what is the best course of action to ensure the incident is directed to the appropriate team?
- A
Escalate the issue to the public cloud provider’s support team since the web application is hosted in the cloud.
- B
Route the incident to the on-premises network team to check database connectivity.
- C
Assign the issue to the database management team since the database is in a private data center.
- D
Investigate the issue further to determine whether it is related to the web application or the database.
Show answer and explanation
Correct answer: D
Explanation
When managing incidents in environments using hybrid cloud models, it is critical to identify the root cause before assigning the issue to a team. In this scenario, the problem could originate from the public cloud-hosted web application, the private on-premises database, or the network connecting them. Investigating further to narrow down the problem ensures the issue is directed to the appropriate team, reducing resolution time and preventing unnecessary escalations.
- A. Incorrect.
The public cloud provider only supports the resources they manage. If the issue is related to the on-premises database, this would not be the correct team to contact immediately.
- B. Incorrect.
While the on-premises network team might be involved, the issue needs further investigation before confirming that it is a network-related problem.
- C. Incorrect.
Although the database management team might need to be involved, you cannot confirm that the issue lies with the database without further investigation.
- D. Correct.
Investigating the issue further is the correct action to take first. This ensures you gather enough information to determine whether the problem is with the web application, the database, or the network. This step ensures the incident is routed to the correct team.