What is the name of the tool where we verify user identity?

• DUO

• OIM

• SailPoint

• AMS

Answer explanation

SailPoint is also known as Identity Management System:  To access the Identity Management System the agent must be logged in to RDP or NYU desktop. https://identity.nyumc.org      

What is NYU's domain?

• NYUMC\

• NYULMC\

• NYU\

• NYLMC\

Answer explanation

An Active Directory domain is a logical group of objects (users, computers, OUs and so on) that is managed by the same administrative team and is usually located on the same physical network.

An end-user reports that he is unable to access a computer to continue his tasks, because the computer does not turn on, but can continue doing it from another computer. what kind of priority would you assign?

• P2

• P4

• P3

• P1

Answer explanation

If a user is not involved in patient care and has a workaround available is a P4.

Which of these definitions best describes a P2 Incident?

• Impact to a technology service for one or more individuals that provide patient care.

• A critical operation workflow impact for a group of individuals, devices, and or an entire department with no workaround.

• Impact to an individual not involved in providing patient care.

• Affects an on-mission critical app with a workaround.

Answer explanation

If an issue reported impacts 5+ individuals or an entire department it should be escalated as P2 and we must call out Outage Management to request further instructions. A secondary call may be needed for the Owner Team.

Which of the following best matches a P3 incident?

• Affecting 1 person involved in patient care.

• Affecting an entire department with more than 5 people involved

• Affecting a single individual with a workaround available.

• Affecting technology failure with no user impact.

Answer explanation

Any issue related to an individual involved in patient care should at least be escalated as P3. A call-out must take place to inform the owner team of the issue and document a call-out log.

What do you need to do before establishing a remote connection via BeyondTrust with an end-user according to NYU Quality Guidelines?

Which of the following help desk actions do we need to do, If an end-user is calling for status of an incident for the 1ST TIME?

• Customer Status Call HDA

• Escalation Notification HDA

• Generate an email with our escalation template.

• Memo (a note)

Which of the following help desk actions do we need to do, If an end-user is calling for status of an incident for the 2nd TIME? (SELECT ALL THAT APPLY)

• Escalation Notification

• Customer Status Call

• Memo

• Escalation Email Template

Which of the following help desk actions do we need to do, If an end-user is calling for status of an incident for the 3RD TIME? (Select all that apply)

• Esclation Notification

• Customer Status Call

• Escalation Template Email

• Memo (Note)

What action must you take when raising a P3 Incident?

• On Call Process

• Contact Outage Management

• Report it to leadership

• Created a Help Desk Action