
ITF - Quiz 4.4 - Resolving and Documenting the Problem
Authored by Brock McKinley
Computers
Professional Development
Used 2+ times

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8 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What are the three solutions to any problem?
Repair, Replace, Ignore
Repair, Upgrade, Ignore
Fix, Replace, Overlook
Fix, Upgrade, Overlook
2.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What should you do if neither repair nor replace is cost-effective?
Find a workaround
Document the issue and move on
Both A and B
None of the above
3.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What should you do before considering a problem closed?
Ensure both you and the customer are satisfied
Restate the problem and how it was resolved
Confirm with the customer that the incident log can be closed
All of the above
4.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What should you do to fully solve the root cause of a problem?
Eliminate any factors that may cause the problem to recur
Implement failover services to minimize the impact of the next incident
Both A and B
None of the above
5.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Why is it important to document findings, actions, and outcomes?
To troubleshoot similar symptoms on subsequently reported problems
To serve as the foundation of a knowledge base
Both A and B
None of the above
6.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What is the purpose of a ticket system in troubleshooting?
To identify who is responsible for a particular problem
To track the status of a problem
To provide a complete description of the problem and its solution
All of the above
7.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What can analyzing the IT infrastructure help with?
Determining if the same solution applies to similar problems
Collecting statistics on the type and frequency of problems
Both A and B
None of the above
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