100-150 Question 209
Select 3You are part of a network support team managing a mid-sized company's IT infrastructure. A critical issue arises with the company's primary router, causing network downtime. Your team has a standard operating procedure (SOP) for handling incidents and prioritizing tasks. What steps should you take to ensure the issue is resolved efficiently and documentation is accurate?
- A
Consult the incident response SOP for prioritization guidelines and follow the documented steps.
- B
Immediately attempt fixes without documentation to quickly restore network functionality.
- C
Document all troubleshooting steps and outcomes during and after the resolution process.
- D
Ignore non-critical incidents until the primary issue is resolved and fully documented.
- E
Escalate the issue to the appropriate team if it falls outside your expertise or scope.
Show answer and explanation
Correct answers: A, C, E
Explanation
Handling critical network issues requires adherence to policies and procedures, proper documentation, and efficient prioritization. Following the SOP helps standardize the response and ensure tasks are prioritized correctly. Proper documentation ensures transparency and compliance, while escalation ensures timely resolution when the issue is outside your expertise or authority.
- A. Correct.
Consulting the incident response SOP ensures you follow established procedures, prioritize the issue correctly, and align your actions with company policy.
- B. Incorrect.
Skipping documentation in favor of speed can lead to gaps in information, making it harder to learn from the incident or troubleshoot similar issues in the future.
- C. Correct.
Documenting all troubleshooting steps ensures that the resolution process is transparent, repeatable, and compliant with organizational policies.
- D. Incorrect.
While non-critical incidents can be deprioritized, completely ignoring them could lead to secondary issues that complicate the resolution process.
- E. Correct.
Escalating the issue when necessary ensures that it is handled by the appropriate personnel, reducing downtime and ensuring a proper resolution.