If an Incident That Has Been Escalated to a Second

Multiple Choice

If an incident that has been escalated to a second level analyst will not be resolved in the target time stated to the customer, a service desk analyst should ____.

A) wait until the target time has expired, obtain a new target time, inform the customer of the new target time, and update the ticket accordingly
B) inform the customer as soon as possible that the target time will not be met and, if available, give the customer an updated target time
C) wait until the incident is resolved, inform the customer of the resolution, ensure the customer is satisfied, and update the ticket accordingly
D) send an email to the second level analyst asking them to set a new target time for incident resolution and update the ticket accordingly