Incident (Break\fix) - Service Request
10 Questions
| Attempts: 1202
This Quiz will test you on several scenario's to assist you in understanding the difference between Incidents (Break\Fix) and Service Requests.
Questions and Answers
- 1.A user calls Help Desk stating that their Microsoft Office program is no longer functioning correctly.
- A.
An Incident (Break\Fix)
- B.
A Service Request
- 2.A user emails Help Desk stating that they need a new application installed on a PC.
- A.
Incident (Break\Fix)
- B.
Service Request
- 3.A user calls Help Desk stating that when they received their new desktop computer, they noted one of their previously installed applications was not there, so they need it re-installed.
- A.
Incident (Break\Fix)
- B.
Service Request
- 4.A user calls Help Desk stating that their printer doesn’t work to the level they now need it to. Further discussion with the user indicates that they’ve expanded their user base and require new functionality, such as colour printing, higher page counts, etc.
- A.
Incident (Break\Fix)
- B.
Service Request
- 5.A user emails Help Desk noting that they are trying to setup a formula in their Excel spreadsheet to work, without much success, and need IM’s assistance.
- A.
Incident (Break\Fix)
- B.
Service Request
- 6.A user calls Help Desk noting that they had a macro setup in Word, but since some recent Microsoft Office updates pushed down by IM, these no longer function properly.
- A.
Incident (Break\Fix)
- B.
Service Request
- 7.A user emails Help Desk and needs a new Novell account setup for some staff.
- A.
Incident (Break\Fix)
- B.
Service Request
- 8.A user calls Help Desk and indicates their account has lost its permissions to access certain folders. It is confirmed that this user should still have this access.
- A.
Incident (Break\Fix)
- B.
Service Request
- 9.A user calls Help Desk to note that they have forgotten the password to an account that they don’t use frequently.
- A.
Incident (Break\Fix)
- B.
Service Request
- 10.A user emails Help Desk stating that they need to be setup to print to RP853 since they need to print a duplexed document right away.In the past, it turns out, they had sent the document to one of their colleague’s to print, who already had this printer setup and available to them. This colleageue is not available today.
- A.
Incident (Break\Fix)
- B.
Service Request
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