220-1101 question 251 discussion

Question 251

An IT manager is evaluating ticket resolution times. While reviewing the data, the manager notices repetitive issues are taking longer than expected to resolve. Which of the following changes should the manager implement to resolve repetitive issues more quickly?

• A. Require the technicians to spend more time testing theories to determine the root causes of issues.
• B. Require the technicians to verify full system functionality when resolving issues.
• C. Require the technicians to gather more information when speaking with users about issues.
• D. Require the technicians to document the findings, actions, and outcomes of issues.