Accenture - Hardware Incident Logging

Relating a Configuration Item (CI) to the ITSM incident is important because it allows for the association of a specific piece of hardware to the incident, regardless of which groups it is submitted to. This is crucial in determining the failure rates of machines, as it helps track and analyze incidents related to specific hardware configurations. By linking the CI to the incident, it becomes easier to identify patterns and trends in machine failures, enabling better decision-making and proactive maintenance.

Thorough incident detail can help in predicting hardware failures, allowing for proactive recalls and minimizing downtime for affected customers. By analyzing detailed incident information, patterns and trends can be identified, enabling companies to take preventive measures and address potential issues before they lead to hardware failures. This approach helps in improving customer satisfaction by reducing the impact of downtime and ensuring timely resolutions. Therefore, the statement is true.

Including critical information and relating the incident to the actual machine that has failed is vital for accurate reporting of PC failure rates. This information helps in determining the frequency and severity of PC failures, which is crucial for negotiating with vendors. By accurately reporting failure rates, organizations can highlight the reliability issues and demand better quality products or services from vendors. This data also aids in decision-making processes such as whether to continue with a particular vendor or explore alternatives. Therefore, accurate reporting of PC failure rates can have a significant impact on vendor negotiations and ultimately improve the quality of products and services received.

If the customer's profile does not have a CI listed, you would need to search for a CI to relate to the incident in the "Relationships" tab. This tab is specifically designed to manage and display the relationships between different entities, such as customers and configuration items (CIs). Therefore, it is the most appropriate place to search for a CI when it is not listed in the customer's profile.

When searching for a CI, it is recommended to input the Serial Number as the hardware information for the search. This is because the Serial Number uniquely identifies a specific hardware device, allowing for accurate and specific search results. The Model, CI Name, and Room Number may provide additional information about the hardware, but they are not as crucial for identifying a specific device as the Serial Number.

The explanation for the given correct answer is that including the Vendor Ticket Number in all instances where a vendor has been contacted regarding parts or repair helps in keeping track of the communication and ensures that there is a reference number for any future follow-ups or inquiries. This helps in maintaining a systematic and organized approach towards vendor management and facilitates effective communication and problem resolution.

The correct answer is Customer. In order to relate the incident to a piece of hardware, you would need to access the CI (Configuration Item) window. The CI window is typically found under the Customer tab in most incident management systems. This tab allows you to view and manage customer-related information, including the hardware associated with the incident.

In terms of proper classification of a hardware incident, all the given options are important except for "Manufacturer can be left blank". The manufacturer of the asset affected is crucial information for accurately identifying and resolving the hardware incident. Therefore, leaving the manufacturer field blank would hinder the proper classification and resolution of the incident.

The correct answer is "Resolution Method." In the Resolution Classification tab, the Resolution Method option can quickly tell us if a vendor was involved in the resolution. This option allows us to identify the specific method or approach used to resolve the issue, which can indicate whether a vendor was involved in the resolution process or not.

This statement is false because the exchange of a customer's PC shell for a working swap does not necessarily change the Impact and Urgency to reflect high business impact. The Impact and Urgency are determined by the potential consequences and the time sensitivity of an incident or problem. In this scenario, the impact and urgency may not be high if the PC shell is easily replaceable and the customer's work is not significantly affected.

The correct answer is explaining the correct way to populate the Resolution Tier 1+, Tier 2, and Tier 3 fields in the case of a hardware issue. It states that the Resolution Tier 1+ field should be populated with the value "Hardware Failure" only when a hardware repair successfully resolves the issue. The Resolution Tier 2 field should indicate whether the repair was covered under warranty or not. The Resolution Tier 3 field should specify the specific part that required replacement or repair. Lastly, if multiple parts were replaced to resolve the issue, the value "Multiple HW Failures Found" should be selected. The answer also clarifies that the Notes field does not need to mention the failed parts.