220-1102 Operational Procedures Practice Question
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?
⚠ Common exam trap
Many candidates confuse operational procedures (like SLA escalation) with troubleshooting tools (like Event Viewer or System Restore), failing to recognize that the question explicitly asks for a tool, control, or procedure to handle an exceeded response time, not to diagnose or fix a technical issue.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
SLA escalation
SLA escalation is the correct procedure because the immediate goal is to escalate a ticket that has exceeded the agreed response time defined in a Service Level Agreement. This process ensures that unresolved or overdue issues are brought to the attention of higher-level support or management to meet contractual obligations and maintain service quality. It directly addresses the operational procedure of managing ticket timelines, unlike tools focused on system diagnostics or configuration.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Event Viewer
Why it's wrong here
Event Viewer aggregates Windows system, security, and application logs, which can help diagnose the root cause after a failure. However, when you are actively supporting a remote worker with an immediate goal, the priority is to follow escalation and SLA processes to ensure timely response, not to spend time reading logs. If the laptop is unresponsive or the issue is outside your authority, event logs alone won't restore service or meet contractual timelines.
- ✗
Local Users and Groups
Why it's wrong here
Local Users and Groups (lusrmgr.msc) is a management console for changing local accounts, group memberships, and permissions. In a remote-support scenario, unless the immediate goal is specifically a credential reset or account lockout resolution, adjusting local user settings does not affect network connectivity, performance, or the operational issue at hand. It also does not help create a documented escalation path to higher support tiers, so it is not the correct immediate action.
- ✓
SLA escalation
Why this is correct
An SLA (Service Level Agreement) escalation is the right move because it formally transfers the issue to a higher support tier when the first responder cannot resolve it quickly, or when the affected remote worker's downtime threatens contractual response or resolution times. In remote laptop support, the immediate goal is to minimize downtime and align with the agreed SLA; escalating with detailed notes triggers available resources and keeps the ticket moving. This is integral to IT service management and follows a structured troubleshooting workflow when the issue is beyond the current scope.
- ✗
System Restore
Why it's wrong here
System Restore reverts Windows system files, drivers, and registry keys to a previously saved restore point, which can fix recent software-induced problems. It is a useful recovery feature but not a first-line action for supporting a remote worker, especially if the immediate goal is SLA-driven escalation. Running System Restore on a remote machine could interrupt the user session and even cause loss of recent system changes, so it should be considered only after proper diagnosis and usually not before exhausting escalation requirements.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.