Training

Bill Bowerman once said..

• "If you have a body, you are an athlete!"

• "It's not about whether you get knocked down, it's whether you get up"

• "The will to win is important, but the will to prepare is vital"

Describe Nike's culture in 3 words

• Lazy, unproductive, exclusive
• Outdated, complacent, discriminatory
• Innovative, competitive, inclusive

Select one which best describes the states Incidents go through in order

• New, Assigned, Work in Progress, On Hold (Customer) Resolved

• New, Assigned, Work in Progress, On Hold (Customer) Resolved, Closed

• New, Work in Progress, On Hold (Customer) Resolved

What substate in ServiceNow do we select when a user returns a laptop?

• Pending Install/Reimage

• Available

• Pending Disposal

Does the SLA stop if you place the ticket from state "new" to "on hold"?

• Yes, if it's assigned to a Technician

• No, SLA stops only when the state is "Work in Progress" and then changed to "On Hold"

• No, the ticket needs to be assigned to a technician first, click SAVE and then update the status to on hold.

When are users allowed to refresh iPhones?

• Request a new phone in nikenow with state "refresh"

• 
  Every 2 fiscal years.

• Every 2 calendar years.

What is the Windows command-line interpreter used to execute commands and run scripts?

• PowerShell

• CMD

• Run Dialog

What is the main role/goal of Deskside support?

• To provide technical assistance and troubleshooting for end users

• To organize company events and team-building activities
• To deliver snacks and beverages to employees

What does CMDB stand for?

• Configuration Management Database
• Computerized Management Database
• Centralized Management Database

What is the definition of SLA?

• Service Level Agreement
• System Level Agreement
• Service Level Announcement