Which action should the IT support team take first to address this issue and align with the SLA terms?

During an annual review, a client notes that the resolution times for critical issues often exceed the times outlined in the SLA.

Which action should the IT support team take first to address this issue and align with the SLA terms?

A. Review and adjust resource allocation for critical issues

B. Request the client to lower their expectations regarding resolution times

C. Increase the frequency of performance reviews for IT support staff

D. Simplify the reporting process for users to submit tickets

View Answer

Answer: A

Explanation:

Reviewing and adjusting resource allocation ensures that sufficient resources are directed toward resolving critical issues swiftly, thereby meeting or exceeding SLA commitments.

Option B is incorrect because requesting clients to lower their expectations is counterproductive and does not solve the underlying service delivery issues.

Option C is incorrect as increasing performance review frequency may help monitor staff performance but doesn’t directly address resource allocation challenges.

Option D is incorrect because while simplifying the ticket submission process can improve user experience, it does not address the actual issue of meeting resolution times as per the SLA.