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WorksheetsNYULMC | General Knowledge Check
Total questions: 15
Worksheet time: 30mins
What is the name of the tool where we verify user identity?
DUO
OIM
SailPoint
AMS
What is NYU's domain?
NYUMC\
NYULMC\
NYU\
NYLMC\
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
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.
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.
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
When raising a P2 incident we should always contact the On Call Team first.
True
False
We will add or remove mobile numbers from DUO Admin page.
True
False
We should always verify the identity of an end-user through SailPoint for both account unlock and password reset.
True
False
what is the URL of NYU Intranet or Employee Portal? (Select all that apply)
Please provide at least 3 pieces of information required for user verification?
