WorksheetsHR Sept 19
Total questions: 20
Worksheet time: 20mins
Which sentence is NOT correct?
Incident category failure is to manage the issue and Incident category service is to manage the other requirements
Incidents, requests, problems... in fact we are just managing tickets
Incident is to restore the service to the caller and problem management is to find the root cause
Request, requested items, standard request are the same : it's an optimized process to propose template for business users
What is the best way to find an incident when I just have the number?
Select all incidents menu on the left and fill in the number of the incidents
Select search knowledge on the left menu and fill in the incident number in the text search field
Click on the magnifying glass on the top right, fill in the number and enter
Forward the incident to the ITSM team and you will receive a PDF version
What is the difference of the additional comments and work notes fields ?
Additional comment is to communicate with the caller and work notes is for internal IT comment
No difference, use always the additional comments
Additional comment is for internal IT comment and work notes is to communicate with the caller
What? Two different fields are available on the incident to add comments... amazing!
How to forward an incident to another groups?
Send an email to the other groups with the incident number
That is a trap! it is not possible.
Change the assignment group in the incident
Change the assignment group in the incident and save it
Which of these incident state process doesn't exist?
New: not necessary to determine which incidents are not read
Reject: not necessary to define that these incidents are not for me
Active: if the incident is created, it is automatically active
Awaiting user info: all the information are already provided by the caller
As IT, What is the best way to create an incident to another IT service?
Simple, incident - Create new
Simple, use the IT user's portal and I should see only my technical service
As I could done before, I send an email
Using the BoSS business portal
What is the difference between incident category service and a standard request?
An incident category service is an issue, a standard request is a requirement
An incident category service is a generic request, a standard request is to request a change on the infrastructure
An incident category service is a generic request, a standard request is a requirement optimized with a dedicated form and workflow
An incident category service starts with "RITM" and a standard request starts with "INC"
How can we configure my own left menu?
I ask to my BoSS key-users to configure it for me
Amazing !! I didn't know that it was possible
I select the option: "configure my menu"
I selected some default option using the default left menu and I move some personal filters
What is a service?
A service is a team or a group of people associated with tool and resources
A service is a set of activities to provide a result
A service is a set of responsibility assigned to a person or a team
A service is a means of delivering values
What is the average response time for an high critical incident ?
ASAP - When I have time
30 min
4 h
6 h
-What can I do if I cannot obtain any response from a user ?
After two weeks and a reminder, I cancel the incident
I wait until the caller decides to answer
I forward the incident to another team
I pester the caller until he answers
How do I need to send a reminder to a user to get more information ?
I send an email
I skype him
I write an additional comment in BoSS
I write a work notes in the incident related to the caller
-What are the ways to increase the number of user feedback (multi – choice)?
I answer to the survey for him
I communicate using the survey result showing that this indicator is used
I specify in my BoSS comment that it is possible to leave a feedback
I contact the user when the comment feedback is negative and/or the selected smiley is red or orange.
I send an email asking to my caller to fill in the survey
According to the SLA, what is the average time to answer to a failure ticket ?
ASAP – when I have time
10h
Depends of the priority of the incident
30h, means 3 open days
How the priority is calculated?
The IT operator selects the priority
It is a matrix between the impact and the severity
It is a matrix between the user impact and the impacted service
The caller selects the priority when he creates the incident
What is the difference between the impacted service and the assignment group?
No idea – not clear for me
The impacted service is the field on the right and the group is on the left
The impacted service is the service who is impacted by the issue and the group is working on it
The impacted service is the device impacted and the group is working on it
What can I do if my caller want to reopen a closed incident?
He writes a comment and the incident is reopened automatically
He send me an email and I can do it for him
He cannot as the incident is archived and he need to reopen a new one
No idea – he knows better than me
What can I do when a user add an attachment with confidential data
Nothing, I need this information to resolve the incident
I contact the security team explaining that the incident is not safe
I remove the attachment and remind to the caller that no confidential data can be filled in the incident
Nothing, the user is the unique responsible
-How can inform my colleagues that I work on an incident
I send an email to all of them to inform on which incident I will work
I open the incident and click on “assigned to me” and my name will added in the field “assigned to”
OR
I do a click right on an incident number and select “assign to me”
I write a comment in the incident
I shout in the open space
By seeing this indicator, what should be my reaction?
Amazing – We have reporting in BoSS. How did you do ?
Nothing – The result is quite good, nothing for today and the next days
React – Why so many incidents has not been updated for more than 2 months !
Wait – Sure that my colleagues will manage these incidents before than me
