Which of the following would most effectively reduce the time to first response?

During an IT department audit, it was noted that response times could be improved. The IT manager is considering changes to optimize support processes.

Which of the following would most effectively reduce the time to first response?
A . Introducing a triage system that categorizes tickets upon receipt
B . Implementing mandatory overtime for technicians during peak periods
C . Encouraging technicians to take fewer breaks
D . Increasing the number of technicians on each shift

View Answer

Answer: A

Explanation:

A triage system effectively categorizes tickets by urgency and complexity, allowing the most critical issues to be addressed promptly. This reduces the time to first response by ensuring that resources are allocated efficiently and appropriately according to the priority.

Option B is incorrect because mandatory overtime may address volume but not efficiency or speed of first response.

Option C is incorrect as reducing breaks can decrease technician effectiveness and job satisfaction over time.

Option D is incorrect because simply increasing staff does not guarantee faster initial responses without a system to prioritize tickets.