Topics / Information Technology
A tier-1 agent cannot resolve a complex database connectivity issue after 30 minutes of troubleshooting. What is the proper ITIL procedure?
Answers
ATell the user the system is broken
BClose the ticket and ask the user to reboot
CEscalate the ticket to Tier 2 or the database team
DLeave the ticket open indefinitely
Correct answer: C — Escalate the ticket to Tier 2 or the database team
Escalation paths ensure that complex issues are handed off to specialized teams within the SLA timeframes.
MIFOTRA exam practicealigned to CompTIA A+ 220-1102·1 mark·Easy