Enterprise Desktop Services

16 Questions

Settings
Please wait...
Enterprise Desktop Services

A short quiz to validate EDS staff understanding of Desktop Support's FY2011 Vision, the FY2011 Projects and the proper use of Remedy.


Related Topics
Questions and Answers
  • 1. 
    If a customer is requesting help to restore a service that he/she previously had, what Incident Type would you select in Remedy?
    • A. 

      Infrastructure Restoration

    • B. 

      User Service Request

    • C. 

      User Service Restoration

    • D. 

      Infrastructure Event

  • 2. 
    Before resolving an incident, what 2 things do you need to do?
    • A. 

      Place the incident into a resolved status and then validate that the operational categories are correct.

    • B. 

      Call the customer and get approval to resolve the incident and validate that the operational categories are correct.

    • C. 

      Resolve the incident and then go back to work.

  • 3. 
    An "Infrastructure Event" is a system generated message/alert sent to the Remedy system directly or via email, true or false?
    • A. 

      True

    • B. 

      False

  • 4. 
    What is the difference between a User Service Restoration and an Infrastructure Restoration?
    • A. 

      They are the same and can be used interchangeably.

    • B. 

      Infrastructure Restorations are system generated alerts that feed Remedy.

    • C. 

      Infrastructure Restoration is similar to a User Service Restoration, but applies to systems i.e. servers, routers, network applications, etc.

  • 5. 
    How do you make a copy of a previous incident?
    • A. 

      Open a previous incident that you have resolved, go to File, Select All, copy, and paste into a new incident.

    • B. 

      Open a previous incident that you have resolved, go to Edit, select "Copy to New."

    • C. 

      Get your supervisor to do it.

  • 6. 
    According to Remedy business rules, an assigned technical administrator is supposed to contact the customer at least twice prior to closing an incident or request.  What are those two times?
    • A. 

      Prior to changing the status from Assigned to Work in Progress and prior to Resolving the incident.

    • B. 

      Anytime after work has begun on the customer's incident.

    • C. 

      After the incident has been closed to make sure the customer knows that the work has been completed.

  • 7. 
    • A. 

      Low, 6 business hours; Medium, 4 business hours; High, 3 clock hours; Critical 3 clock hours

    • B. 

      Low, 4 business hours; Medium, 3 business hours; High, 2 clock hours; Critical 1 clock hour

    • C. 

      Low, 6 business hours; Medium, 4 business hours; High, 2 clock hours; Critical, 1 clock hour

  • 8. 
    After watching this video, please select which supervisor this is in reference to.
    • A. 

      Bobbette Phillips

    • B. 

      Susan Barker

    • C. 

      Matt Blunk

    • D. 

      Rayma Stohel

    • E. 

      Ralph Judd

    • F. 

      Lynn McCrary

    • G. 

      Michael Hussey

    • H. 

      Gerald Adams

    • I. 

      Cheri Oldham

    • J. 

      Kelly Warren

    • K. 

      Jaynee Kimber

    • L. 

      Dawn Wayment

    • M. 

      Chris Olson

    • N. 

      All of the above

  • 9. 
    How do you establish a relationship between a previous incident and a new incident that you want to create?  Select the correct answer.
    • A. 

      Call Debbie on the phone and she will walk you through the steps.

    • B. 

      In Remedy, bring up the incident that you want to relate to the new incident, select the Relationships tab, select Incident under Request Type drop down menu, then press the create button.

    • C. 

      Ask your supervisor and he/she will walk you through the steps.

  • 10. 
    What is the SLA Incident Intitial Response Time for:LowMediumHighCritical
    • A. 

      Low, 2 business hours, Medium, 1 business hour; High 2 clock hours; Critical 1 clock hour

    • B. 

      The same as the Resolution Time metrics identified above.

    • C. 

      Low, 1 business hour; Medium, 1 business hour; High, 1 clock hour; Critical, 30 clock minutes

  • 11. 
    When should the work log in a Remedy Incident be updated?
    • A. 

      When you feel like it.

    • B. 

      Each time an event takes place while working on the incident.

    • C. 

      Only when the customer asks.

  • 12. 
    What is the EDS vision for FY2011?
    • A. 

      Knock Your Socks Off Customer Service

    • B. 

      Increased Customer Service: Would You Like Fries with That?

    • C. 

      Support Anywhere Anytime

    • D. 

      Customer Service: What Do You Have in Your Wallet

  • 13. 
    What are the three projects that EDS will complete this year that support the EDS vision for FY2011?
    • A. 

      Client Management System; Bomgar Remote Desktop Control; and a Level 2 Service Desk across the enterprise

    • B. 

      Inventory Management; Client Management System; Desktop Standardization

    • C. 

      Desktop Standardization; Desktop Virtualization; Inventory Management

    • D. 

      Client Management System; Desktop Virtualization Pilot; Enterprise Help Desk

  • 14. 
    Debbie wants a "Holistic" approach to how we do business.  By this she means that everything is measured and tracked in Remedy and ChangePoint.  Is this true or false?
    • A. 

      True

    • B. 

      False

  • 15. 
    As long as our initial response and resolution times are within the enterprise goals, the results of the customer satisfaction surveys are not that important, true or false?
    • A. 

      True

    • B. 

      False

  • 16. 
    What is the customer satisfaction goal for FY2011?
    • A. 

      4.2 on a scale of 0-5.

    • B. 

      4.5 on a scale of 0-5.

    • C. 

      5.0 on a scale of 0-5