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220-1102 Practice Question: A technician is supporting a remote worker laptop
This 220-1102 practice question tests your understanding of a technician is supporting a remote worker laptop. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. A key principle to apply: sLAs define service expectations and performance metrics.. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A technician is supporting a remote worker laptop. The immediate goal is to escalate a ticket that exceeds agreed response time. Which tool, control, or procedure is the best fit?
Answer choices
Why each option matters
Good practice is not just finding the correct option. The wrong answers often show the exact trap the exam wants you to fall into.
A
Distractor review
Event Viewer
Event Viewer is useful for logs, but this scenario requires a different primary tool or control.
B
Distractor review
Local Users and Groups
Local user management does not directly address the stated issue.
C
Best answer
SLA escalation
SLA escalation directly supports the stated troubleshooting, security, or operational goal.
D
Distractor review
System Restore
System Restore is useful for reversing certain Windows changes but is not the best fit for this specific goal.
Answer analysis
Why the other options are wrong
Understanding why incorrect options are tempting is as important as knowing the correct answer.
- ✗
Event Viewer
Event Viewer is useful for logs, but this scenario requires a different primary tool or control.
- ✗
Local Users and Groups
Local user management does not directly address the stated issue.
- ✗
System Restore
System Restore is useful for reversing certain Windows changes but is not the best fit for this specific goal.
Common exam trap
Common exam trap: answer the scenario, not the keyword
Candidates might be tempted by technical tools like Event Viewer, overlooking the procedural nature of the question.
Technical deep dive
How to think about this question
Service Level Agreements (SLAs) are formal commitments between a service provider and a client, defining the level of service expected. These agreements typically include metrics such as response times, resolution times, and availability. When a ticket, like the one for the remote worker's laptop, exceeds the agreed-upon response time outlined in the SLA, the defined procedure is an SLA escalation. This process ensures that the issue receives increased attention, potentially involving higher-level management or additional resources, to bring it back into compliance with the service agreement. The goal is to prevent further breaches of the SLA and maintain customer satisfaction. This differs significantly from the other options because it's a procedural and contractual mechanism, not a technical diagnostic or system recovery tool. Event Viewer provides logs of system events but doesn't initiate an escalation process. Local Users and Groups manages user accounts and permissions, which is irrelevant to a ticket's response time. System Restore reverts system files and settings to a previous state, a technical fix for software issues, not a method for managing service delivery commitments.
KKey Concepts to Remember
- SLAs define service expectations and performance metrics.
- SLA escalation is a formal process for handling unmet service commitments.
- Escalation ensures issues receive increased attention to meet agreed-upon times.
- SLAs are crucial for managing customer expectations and service quality.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
SLAs define service expectations and performance metrics.
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More questions from this exam
Keep practising from the same exam bank, or move into a focused topic page if this question exposed a weak area.
Question 1
A change advisory board (CAB) approved a standard change to update antivirus definitions on all servers. The technician completes the update on a file server and verifies the server is functioning normally. According to change management best practices, what documentation should the technician complete?
Question 2
A company's change management policy requires all server changes to be approved by the Change Advisory Board (CAB). A technician discovers that a critical database server's operating system needs a security patch to comply with a new regulatory requirement that takes effect in one week. The patch has a known risk of causing service downtime. The next scheduled CAB meeting is in two weeks. What should the technician do FIRST?
Question 3
A company is implementing a bring-your-own-device (BYOD) policy and needs to ensure that corporate data on employee mobile devices is protected. Which of the following is the MOST important technical control to implement?
Question 4
A company requires employees to present both a smart card and a PIN to log into their workstations. Which authentication principle is being implemented?
Question 5
A company requires all Windows 10 workstations to be able to join an Active Directory domain. Which edition of Windows 10 must be installed on these workstations?
Question 6
A company wants to allow employees to securely access internal resources from home via the internet. Which method provides the highest level of security for remote desktop connections?
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FAQ
Questions learners often ask
What does this 220-1102 question test?
SLAs define service expectations and performance metrics.
What is the correct answer to this question?
The correct answer is: SLA escalation — The scenario tests selecting the most relevant support tool rather than choosing a generic Windows utility.
What should I do if I get this 220-1102 question wrong?
Review sLAs define service expectations and performance metrics., then practise related 220-1102 questions on the same topic to reinforce the concept.
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More 220-1102 practice questions
- A change advisory board (CAB) approved a standard change to update antivirus definitions on all servers. The technician…
- A company's change management policy requires all server changes to be approved by the Change Advisory Board (CAB). A te…
- A company is implementing a bring-your-own-device (BYOD) policy and needs to ensure that corporate data on employee mobi…
- A company requires employees to present both a smart card and a PIN to log into their workstations. Which authentication…
- A company requires all Windows 10 workstations to be able to join an Active Directory domain. Which edition of Windows 1…
- A company wants to allow employees to securely access internal resources from home via the internet. Which method provid…
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This 220-1102 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1102 exam.