Technical and Process Quiz
Technical and Process Quiz
Challenge your knowledge with our engaging Technical and Process Quiz! This quiz consists of 20 questions designed to test your understanding of problem management, incident reporting, and software troubleshooting.
Key features:
- Multiple choice questions
- Real-world scenarios
- Enhance your problem-solving skills
What is the purpose of Problem Management
Reduce the number and severity of Incidents by finding permanent solutions
Reduce the volume of incoming calls
Reduce the number of incidents by providing workarounds
Do you know how you can contribute to Problem Management?
Calling SCO when you identify a trend
By creating pro-active problems when user complains issue not resolved
Analysing Incidents and identifying recurrent trends
Which is/are one of the base criteria to open a problem?
Medium priority incidents affecting a few
High priority incidents where the root cause has not been identified
Upon request from a service owner
Identify the correct order of the root cause analysis (step-by-step problem solving):
Define the problem > Analyse potential causes > Develop action plan > Select best solution > Identify Potential solutions > Implement & close problem
Define the problem > Analyse potential causes > Identify Potential solutions > Select best solution > Develop action plan > Implement & evaluate progress
Analyse potential causes > Define the problem > Develop action plan > Select best solution > Identify Potential solutions > Implement & close problem
How do you check if a PKG software is already copied to the users computer?
Perform a remote session and check C:\temp
Access the machine via C$ on the TS and check the temp folder
Approach the PSE team with the hostname for them to check
How do you check the BitLocker recovery key for a Stylistic computer?
Ask the user for the hostname and check in AD
Request the serial number of the machine and assign the ticket to End User Support
Ask the user to follow the instructions on his screen
The user reports he lost access to an application. What do you do?
Perform a password reset and ask the user to try again
Perform a remote session and check if the application is installed
Confirm if the user already had access to the application
User calls reporting that his laptop doesn't turn on and he wants a swap. What do you do?
Approach Asset team and request a swap computer
Approach PSE team to confirm if a swap is needed
Don't approach anyone and try to troubleshoot the issue first
When scheduling a call back, to when should you set the revisit date on a ticket?
First thing in the morning
To the time that the user advises
After lunch, avoiding the volumes of inbound calls coming in the morning, without breaching the tickets in WIP
When pending information necessary to progress an incident from Bridgestone side, on what status should the INC be?
Waiting for customer
Waiting on supplier
Assigned
When should you use the BSEU 3rd party queue?
Never, it’s not to be used
It should be used when we need to stop the clock (pause SLA)
It should be used whenever a resolver group has no SNOW queue or task
Break and fix categories should be used when:
There is some piece of software/ hardware that has failed and needs to fixed
In any Incidents where the user reports something that is not working properly, being launched, etc
A hardware part or device needs to be fixed or replaced physically
How can we assess if a reported incident is a possible a P1/ P2?
Asking what is the application that is affected
Assessing the amount of people affected
Assessing what are the business processes and how badly they are affected
What is the first thing you need to do for a manual software installation request?
Check if the software requested is an already packaged software before proceeding
Check if the phone number of the requester is correct
Check if the requester has a computer assigned
If a computer request (new device) is raised with the description "I need a new computer as my current one is not working" what should you do?
Cancel the request
Contact requester informing him/her that since the current device is not working he/she will need to raise an incident
Contact requester informing him/her that since this is a replacement request the will need to be raised as a replacement and not as a new one
When the Local stock Custodian informs you that the swap device in a break fix incident has been delivered, what do you do?
Close the Incident
Resolve the incident and assign it to Asset Controllers
Assign the Incident to Asset Controllers
When a user calls and tells you that his/her docking station is not working anymore, what do you do?
Open an Incident and ask Asset Controllers for a swap
Inform the user to raise a request for a new docking station
Inform the user to check this with the local stock custodian
Someone calls the desk on behalf of somebody else to report that computer of that person is not working anymore, which important field needs to be amended when opening the Incident?
Location
Computer
Impact
You're assigned to the Service Requests task and have tickets there to be progressed. A call is also queueing, what do you do?
Continue to progress Service Requests
Pick up the call in queue
Ask the Support Team what you should do
You're on a team of 3 people and you're currently on the phone, while colleague number 2 is on the bathroom and colleague number 3 is away from his\her seat asking for help. A call starts queueing , what do you do?
Advise colleague number 3 that a call is queueing
Leave the call on queue until someone picks it up
Advise the Support Team that a call is queueing
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