Knowledge Check

A metric where the Response and Resolution are being measured

• OLA

• SLA

• MOA

Which of the following does not belong to IO Tower

• Marlott Moral

• Arnold Hernandez

• Jerryco Hernandez

• Surajit Rajbonshi

A client shared drive where several SMO reports are being uploaded

• Sasha

• Molino

• Natasha

• Jolina

Creating a Work Request entry in JIRA is IO L2's responsibility

• True

• False

Which of these Reports are sent on a weekly basis?(check all that apply)

• Risk & Issue Report

• Command Center

• DSAT Report

• PWA Tickets Extract

___ is a Service Management process focusing on the "Unknown underlying cause" and aims to find a permanent solution

The new contract for Eisai is also known as?

Which Towers are the SMO team caters to in terms of reporting?

• Corp & Comm and Infra only

• Corp & Comm, Infra and CRS only

• Corp & Comm, CRS and Service Desk

• None of the above

One of the purpose of the PWA tool is to track the actual effort of the resource

• True

• False

What does CRS stand for?

• Clinical Research and Safety

• Clinical Regulation System

• Clinical Reimbursement Survey

• Clinical Regulatory and Safety