Final SD Review (F2021)

Final SD Review (Fall 2021)

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Service Desk Training

​ServiceNow:

​Ticket Types:

​-Contact (CTC)

​-Incident (INC)

​-Status Call

​-Request (REQ)

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​Dashboards:

​-Blue Dots

​-Pending

​(blue , green, yellow, orange, purple)

Multiple Choice

If a customer contacts the Service Desk by phone needing parking information, what type of ticket should be created during post-call?

• Contact (CTC)

• Incident (INC)

• Status Call

• Request (REQ)

Multiple Choice

If a customer contacts the Service Desk requesting a DUO App Reactivation, what type of ticket should be created during the post call process?

• Contact (CTC)

• Incident (INC)

• Status Call

• Request (REQ)

Multiple Select

Select all that apply: What can you search in ServiceNow to troubleshoot an issue?

• INC Number

• Keywords

• Customer's EID

• Customer's Date of Birth

Multiple Choice

If you have pending tickets, what color should the Pending “donut” be when it's time to follow up with customers?

• Blue

• Green

• Yellow

• Purple

​Identity Verifications

​Basic vs. Full Verification

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​Basic: Name and Email/DOB

​-General Information

​-Usually done for every call

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​Full Verification: 7/10 , DUO Push, Video Call

​-EID PW Resets

​-UTMail 2FA

​-Mainframe Unlocks

​EID Admin Tool

• ​General Starting Point for each call

• ​SUPSD Restriction

• ​Used for Basic Verification

• ​ID Card on File

• ​Relationship History

• ​EID Notes (EID Merges)

Multiple Choice

Does an AUP Unlock require an EID Password Reset?

• Yes, a password reset is needed to unlock the account.

• No, the account is not compromised.

Multiple Choice

If a customer graduated from UT in 1999, should you ask them what address they have on file as a verification question?

• Yes, that can still count as one of the ten questions.

• No, it's unlikely that the customer will remember the address so a different question should be used.

Multiple Select

Select all that apply: What information can be found on the EID admin tool?

• Name and Date of Birth

• Mainframe Login Information

• Email on File

• What Merged EID was retained

​DUO

​Adding / Removing a Device

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Multiple Choice

If you manually remove a customer's device from the DUO Admin tool, what type of identity verification is required?

• Basic Verification

• Full Verification

​Desktop Support and Ticket Triage

Multiple Choice

If a customer is being requested an admin password to download software on their UT device, who can assist them?

• T1

• T2

• Local Desktop Support

• The Laptop's Manufacturer

​Networking

​Network Troubleshooting

​-Check AFFs

​-Can they login to other UT websites?

​-Can they forget the Network?

​-Have they tried turning off/on the device?

​-Did they receive an ISO email about a Quarantine?

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​Mac Quarantine:

​-ISO Email to find MAC Address

​-Run Anti-Virus Software

Multiple Choice

A customer calls the Service Desk at 3:30pm on a Tuesday needing to remove his MAC address from the Quarantine list. Is this something that you would be able to handle on your own during a call or would it require a ticket escalation?

• The agent can handle the call on their own.

• This access is not granted to everyone so it may need to be escalated.

​UTMail

​2FA:

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​Business: Required to have 2FA

-T1 FTE or T2 can remove the requirement​

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​Personal: 2FA is optional

​-T2 can remove the 2FA login challenge

Multiple Choice

What team can remove the 2FA challenge from a Personal UTMail account?

• T1 FTE

• Everyone has access to remove the challenge

• T2

• Leadership Only

​Office 365

​Must be signed in to UTEXAS

​to access from campus

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​EID and EID PW to Login

Multiple Choice

A customer calls about an Outlook issue and provides the error, "Your login was successful but access is not allowed at this time." What is the customer doing wrong?

• They are not on the correct wifi network

• They are not using the correct EID PW

• They are not authenticating correctly

• They are not clicking the correct tab on the UT office365 website