ITSD2

A new LOB in OTTO campaign has reported that their teammates are encountering a 404 error when accessing the web-based client tool. The Operations team has confirmed that their campaign is still under implementation. What steps should be taken next to handle the issue?

• Look for the demand team member to drive the issue and just inform the incident management team for visibilty.

• Promptly notify the incident management team and initiate a communication group chat including Operations, IT Support, NOC, and Network teams for isolation. Subsequently, begin the escalation matrix to the leaders as the issue is a potential major incident - P1.

• Advised the Operations to escalate with the client IT.

• Ask the assistance of IT Analyst and endorse the issue to them.

Answer explanation

A. New LOBs are considered new instances/business regardless if it is connected to a specific existing campaign. If it is still not yet endorsed to production, Demand team should handle the issues related to the new LOB.

What defines a Major Incident classified as P1?

• As long as the issue affects more than 1 teammate, it's a major incident P1 or the issue was already escalated by tge operations.

• A complete system, network, or site outage occurs when issues prevent a significant portion of users (at least 50%) from performing key functions with available workarounds.

• Systems or Applications are usable with severe restrictions.

• A complete system, network, or site outage occurs when issues prevent a significant portion of users (at least 50%) from performing key functions with no available workarounds.

Answer explanation

D. P1 - Incident with a critical major business impact.

• - Prevents 50% or more users from performing critical tasks

• - No workaround is available

• - This involves complete outage of a system, network, or site, resulting

in financial, regulatory, or reputation loss

What defines a Major Incident classified as P2?

• A complete system, network, or site outage occurs when issues prevent a significant portion of users (at least 20%) from performing key functions with no available workarounds. This severe degradation can impact customers and result in financial, regulatory, or reputation loss, constituting an unplanned outage.

• As long as the issue affects more than 1 teammate, it's a major incident P2 or the issue was already escalated by tge operations.

• A partial system or network outage occurs when issues impact users (at least 20%) in performing key functions, though a temporary workaround is available. This may involve the loss of a redundant component of a critical device and can result in threatened or limited actual loss of reputation, financial, or regulatory loss. Despite these challenges, systems or applications remain usable but with severe restrictions.

• Both A and C are the correct answers.

Answer explanation

C. P2 - incident that have an important significant business impact.

• - Prevents 20% to less than 50% of users from performing critical tasks

• - A temporary workaround is available

• - This involves partial outage of a system, network, or site, resulting in financial, regulatory, or reputation loss

You received a P3 incident ticket from Operations reporting an onsite internet issue lasting 45 minutes. The ticket, created by an Operations manager, indicates that three campaigns were affected. What steps will you take?

• Close the ticket as it was created for documentation purposes only and the issue has already been resolved.

• Endorse the ticket to IT Support, as there may have been IT personnel who assisted in resolving the issue earlier.

• Verify the details provided by Operations regarding the teammates' status and the impact on their SLA during the incident. If it is confirmed that Operations experienced service degradation or a complete downtime, initiate a communication channel with the Incident Management Team, Network, Systems, and other internal teams for an IT post-mortem investigation.

• Following verification of the details provided by Operations regarding the teammates' status and the impact on their SLA during the incident, if it is confirmed that Operations experienced service degradation or a complete downtime, it is essential to handle the situation with diligence and professionalism. In such cases, it is recommended to liaise with Operations to convey that the cancellation process will proceed since the service has been restored without intervention from IT Support. Additionally, Operations should be informed to report the incident to the client for parallel investigation alongside the Demand Team. This approach ensures transparent communication and aligns with standard procedures for addressing service disruptions.

ALL on-shift teammates for the Novelino campaign are reporting that they cannot access the GlowS Tool, receiving a "site cannot be reached" error. What should be the priority level assigned to this incident?

• P1

• P4

• P3

• Both A and B are correct since all teammates are affected.

Answer explanation

C. P3 - since GlowS is not a campaign tool, nor a tool that affects service/operations that might cause financial, regulatory or reputation loss.

During a Major P1 outage, representatives of Operations repeatedly join the troubleshooting main bridge to request updates. How will you deal with this situation?

• Do nothing since this is not service desk scope of support.

• Ask for assistance from the TAM or IT Vertical Manager to explain the details and current status of the incident. Politely guide the Operations members that they will be transferred to the Ops bridge to receive the necessary updates.

• Ask for assistance from the TAM or IT Vertical Manager to explain the details and current status of the incident. Politely guide the Operations members that they will be transferred to the tech bridge to receive the necessary updates.

• Transfer them all to the tech bridge so the IM Team can provide updates and discuss the ongoing situation.

Answer explanation

B. Always properly guide the Operations team (which are not needed for the TS) to the Ops bridge regardless of their sentiments, unless otherwise, you were instructed by your IM (case to case basis - as needed). Make sure someone will accommodate them for the needed updates.

Which of the following is NOT a key objective of Incident Management?

• Restoring normal service operation as quickly as possible

• Minimizing the impact of incidents on business operations

• Identifying the root cause of recurring incidents

• Ensuring that incidents are properly categorized and prioritized

Answer explanation

C. Identification of the root cause for recurring incidents is the responsibility of the Problem Management Team.

How would you best define the responsibilities of Technical Account Management?

• For P1 incidents and campaigns under implementation, Technical Account Management serves as the primary point of contact for the engineering team. They handle escalations directly to the Site VP Operations, and further escalate to IT DVP when necessary.

• Responsible for providing personalized technical support and guidance to clients, operations and coordination with the company IT Team. ensuring the smooth implementation and operation of products or services. They act as the main point of contact for clients, offering proactive advice, troubleshooting assistance, and ensuring that client needs are met effectively and efficiently. Responsibilities include creating and maintaining program technical documentation, supporting BCP team on tech updates, and ensuring company environment technology is fully operational for assigned campaigns

• Liaison between IT and top accounts, this role serves as the communication point for Operations, Client Services, and external clients, ensuring smooth coordination and addressing technical needs. Responsibilities include creating and maintaining program technical documentation, supporting BCP team on tech updates, and ensuring company environment technology is fully operational for assigned campaigns. Additionally, they communicate the company changes to Operations and Clients IT POC in advance and distribute P1 level root cause analysis to maintain contractual SLA obligations.

• All of the Above.

What is the CLI to get the mac address for windows machine?

• get mac

• gmac

• getmac

• getmc

What tool do Systems use to check for recent changes in the campaign?

• Active Directory

• Cyber Ark

• Group Policy Management

• Remote Desktop Protocol (RDP)