Alarm handler

There is a ticket that has been sitting in the ZOS Game Eng queue for 4 hours which has not been assigned. Who do you contact to get the ticket assigned?

A ticket comes in stating that the entire QAF team cannot access a certain website unless they are on WiFi. Using WiFi is workable, but slows down their work significantly. What is the urgency and impact of this ticket? (Select one value and your reasoning in the "Other" box)

To what group do you assign tickets related to the Confluence server?

Who will receive emails on a ticket if the Management Escalation level is set to 2?

What is the SLA for the NOC to provide its initial response to a new incident ticket?

You have reached out to the On-Call tech for BAM and have not yet received a response. It has been 10 minutes. What do you do next?

You notice an alarm in Shinken for memory issues on a host. What steps do you take after documenting and categorizing the ticket?

Julian was just transferred from QA to Ops Infra. He opens a ticket saying that he cannot access vCenter. It tells him he does not have the correct permissions. Is this an Incident or a Service Request?

Beverly has set up a server which needs to communicate with a database server in DFW. She opens a service request asking for ports to be opened so that her server can talk to the DB. What information do you ask Beverly for before forwarding her service request?

Leonard is the primary alarm handler. His tier 2 is away getting lunch and Leonard has 3 new incidents in the queue and 7 new service requests. What does he address first?

Why?

How often should you provide an update on a ticket for a running build?

A priority 4 ticket is assigned to a tech who is out until Wednesday. What do you do? What do you do if the ticket is priority 2?

What is the purpose of the Next Steps field in Service Now?

How do you provide ticket updates to people who are not the customer or assignees of the ticket?

Who recieves email updates about a ticket?

What is the difference between impact and urgency?

Who dictates the urgency of a ticket?

Who decides the impact of a ticket?

What would be the Priority of a ticket with an impact of 2 and an urgency of 3?

Five tickets have been opened for the same issue in the last 20 minutes. What do you do with the tickets?

When do you use the close code "Bug Internal"?

How many times should you attempt to follow up with a customer to confirm resolution before resolving the incident?

Order the following steps in the Incident Lifecycle: Resolved, Assigned, Closed, In Progress

What is the purpose of the Work Notes field in Service Now?

What items should be included in your handoff email?

After the daily server room walkthrough IT DT informs you that a DNS server used in the zHV environment is showing an amber lamp. What team do you escalate the ticket to?

You determine that a SOP has some incorrect instructions in it. Who should correct those?

Which team handles Doom server alerts?