City Guilds Model Questions Vol1 2017 Information Technology Question 19
Practice objective / multiple choice question 19 from the 2017 City Guilds Model Questions Vol1 Information Technology examination.
Historical ticket data for a help‑desk show that 40 % of tickets are hardware issues, 35 % software issues, and 25 % network issues. Average resolution times are 45 min for hardware, 30 min for software, and 60 min for network. If a ticket is escalated to a senior technician (probability of escalation: hardware 20 %, software 10 %, network 30 %), the resolution time after escalation is reduced to 75 % of the original time. Assuming escalations occur as given, what is the expected resolution time for a randomly selected ticket (in minutes, rounded to two decimal places)?
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About This Question
This is City Guilds Model Questions Vol1 2017 Information Technology Question 19. It is one of the objective questions from the 2017 City Guilds Model Questions Vol1 Information Technology examination.
Difficulty level: Hard .
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