Accenture - Hardware Incident Logging
This quiz is associated with the self study course of the same name.
- 1.Including critical information and relating the incident to the actual machine which has failed is vital for which main reason:
- A.
To ensure there is a accurate callback number
- B.
Accurate reporting of PC failure rates (which can impact vendor negotiations)
- C.
Speed of resolution
- 2.Relating a Configuration Item (CI) to the ITSM incident is vital to associate the piece of hardware to the incident no matter what groups it gets submitted to (this is the basis for determining failure rates of machines)
- A.
True
- B.
False
- 3.Which tab do I find the CI window (in order to relate the incident to the piece of hardware)?
- A.
Assignment
- B.
Classification
- C.
Customer
- D.
Portal Attachments
- 4.If the customer's profile does not have a CI listed, in what tab would you need to search for a CI to relate to the incident?
- A.
Relationships
- B.
Resolution
- C.
Customer
- D.
Classification
- 5.When searching for a CI, what hardware information is recommended to input for this search?
- A.
Model
- B.
CI Name
- C.
Room number
- D.
Serial Number
- 6.Thorough incident detail can make possible hardware failure forecasting (for proactive recalls which minimizes downtime for impacted customers)
- A.
True
- B.
False
- 7.What does NOT belong in terms of proper classification of a hardware incident?
- A.
Tier 1+ field should reflect the symptoms of the problem: (Failure)
- B.
Product Name+ field should reflect the manufacturer of asset affected (Lenovo)
- C.
Model/Version field must be completed for Hardware incidents to accurately reflect the model of the PC held by the customer
- D.
Manufacturer can be left blank
- 8.A customer’s PC shell is exchanged for a working swap is a prime example of when the Impact and Urgency can be changed to reflect high business impact
- A.
True
- B.
False
- 9.Vendor Ticket Number should be included in all instances where a vendor has been contacted regarding parts or repair, the Vendor Ticket number is included on the Vendor tab
- A.
True
- B.
False
- 10.Select the true statements about the Resolution of a hardware issue.
- A.
Resolution Tier 1+ field is populated with the value: Hardware Failure. Hardware Failure should only be used for incidents where a hardware repair resolved the issue
- B.
Resolution Tier 2 field is populated with Warranty or Non-Warranty repair to reflect whether the repair was covered under an existing warranty program
- C.
Resolution Tier 3 should reflect the specific part that required replacement or repair
- D.
Where more than one part is replaced to resolve the issue, select the value: Multiple HW Failures Found
- E.
The Notes field does not need to reflect the parts that failed
- 11.In the Resolution Classification tab, which option can quickly tell us if a vendor was involved in the resolution?
- A.
Cause
- B.
Resolution
- C.
Resolution Method
- D.
Tier 3
Questions: 10 | Attempts: 1215 | Last updated: Mar 21, 2022
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