Technical and Process Quiz

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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

20 Questions5 MinutesCreated by SolvingTech12

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

Technical and Process Quiz

Technical and Process Quiz

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