100-140 Question 7
Single answerYou are an IT support technician managing a ticketing system for a company. A critical issue ticket has been open for 8 hours, and your company’s SLA for critical issues requires resolution within 12 hours. You also have 5 non-critical tickets in your queue that are nearing their SLA deadlines of 24 hours. How should you prioritize your work to stay compliant with the SLA and improve KPIs?
- A
Focus on resolving the critical issue first and reassign the non-critical tickets to another team member.
- B
Work on the non-critical tickets first to ensure all tickets are resolved before their SLAs expire.
- C
Resolve the critical issue first because it has a shorter SLA deadline and greater impact.
- D
Split your time equally between the critical issue and the non-critical tickets to make progress on all tickets.
Show answer and explanation
Correct answer: C
Explanation
In IT support, prioritizing tasks based on SLA deadlines and ticket priorities is essential. Critical issues often have shorter SLA deadlines and greater business impact, so resolving them first ensures SLA compliance and improves KPIs related to resolving high-priority tickets. Non-critical tickets with longer SLAs can be addressed later without breaching deadlines.
- A. Incorrect.
Focusing on the critical issue and reassigning non-critical tickets may work, but reassignment depends on team capacity, which is not mentioned in the scenario.
- B. Incorrect.
Working on non-critical tickets first risks breaching the SLA for the critical issue, which has a shorter resolution time and higher priority.
- C. Correct.
Resolving the critical issue first is the correct choice because it aligns with SLA requirements and ensures compliance with KPIs related to high-priority ticket resolution.
- D. Incorrect.
Splitting time equally between tickets is not effective for SLA compliance, as the critical issue requires immediate attention due to its shorter deadline.