100-140 Question 8
Select 3A company’s IT support team uses a ticketing system to track customer issues. The team has a Service Level Agreement (SLA) that requires critical issues to be resolved within 4 hours. The manager notices that many tickets are breaching the SLA and assigns you to analyze the issue. Which action(s) would most effectively help reduce SLA breaches?
- A
Implement automated ticket prioritization to ensure critical issues are addressed first.
- B
Increase the SLA resolution time for critical issues from 4 hours to 8 hours.
- C
Track Key Performance Indicators (KPIs) like average resolution time and backlog size to identify bottlenecks.
- D
Provide additional training to support staff on managing time and resolving critical tickets efficiently.
- E
Disable the SLA feature in the ticketing system to avoid breaches.
Show answer and explanation
Correct answers: A, C, D
Explanation
To reduce SLA breaches, it is crucial to address the root causes of delays. Automating ticket prioritization ensures critical issues are handled first. Monitoring KPIs helps identify inefficiencies, and providing training enhances the team’s ability to resolve issues within the SLA timeframe. Simply increasing the SLA time or disabling the SLA feature does not solve the underlying problem and could negatively impact customer satisfaction.
- A. Correct.
Automated ticket prioritization ensures that critical issues are addressed first, which helps meet SLA requirements more effectively.
- B. Incorrect.
Increasing the SLA resolution time avoids breaches but does not address the root cause of the delays, making it an ineffective solution.
- C. Correct.
Tracking KPIs such as average resolution time and backlog size helps identify areas where the team can improve and optimize processes, thereby reducing SLA breaches.
- D. Correct.
Providing additional training equips staff with better skills to manage time and resolve issues efficiently, which directly impacts SLA adherence.
- E. Incorrect.
Disabling the SLA feature avoids tracking SLA breaches but does not improve the support team’s performance or address the actual problem.