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WorksheetsTraining Test
Total questions: 32
Worksheet time: 26mins
You are presented with this query at the technical bar;
I need access to an application, this application also required a license which is essential for my day to day role at work
Search results for this application in NikeTools shows "No results found"
What is the best course of action?
Create an Incident to the License Team
Direct the end user to inquire about this application from co-workers or manager
Create a request for this application in NikeNow
Assign the application to the end user in IDLocker
Select which aligns best with the stages Requests go through after it's been created in ServiceNow.
Waiting for Approval, Procuring, Fulfilling, Pending Confirmation, Completed.
Work In Progress, Fulfilling, Procuring,
Pending Confirmation, Completed
Select which best aligns with the stages Incidents go through in ServiceNow
Open, Assigned, Work in Progress, Closed.
In Progress, Assigned, Resolved.
New, Assigned, Work in Progress, Resolved, Closed.
New, Work In Progress, On Hold, Resolved.
In what scenarios do we create Incidents?
Scheduled maintenance
Employee training
Disruption to normal operations
System upgrade
What best describes S1 Incidents in ServiceNow?
What type of Incidents are created for Nike VP's?
S2
S3
S4
S1
How often are we to check and update S4 and S5 Incidents?
Once every 5 days
Everyday
Every 2-3 days
What do Performance Bars specialize in?
General Knowledge and information about Nike
Technical Maintenance of meeting rooms
Customer service, Technical related issues and troubleshooting.
Is attaching Knowledge Base Article when creating a new Incident (Ticket) required ?
Maybe, it depends on the nature of the incident.
How is the priority of an Incident (tickets) determined in ServiceNow?
Priority is determined by the complexity of the issue reported
What is the response time for S4 Incidents (tickets) in ServiceNow ?
30 minutes
24 hours
5 business hours
10 business hours
John Doe visits the Sergey Bubka Performance reporting he lost his mobile device and laptop on public transportation on his way to work.
Explain how you proceed as a Deskside Technician in this scenario?
Per policy, how often does a Nike Employee get to upgrade their mobile device?
How often are we to change our Nike-Okta password ?
Every 120 days
What is a PUK code?
Which of the following best describes the concept of "Pre-Meeting Support?"
Technical assistance before or during a meeting which is requested at least 48h prior
Pre-Meeting Support is a follow-up after the meeting which is request at least 72h prior
What actions pauses an SLA on an Incident in ServiceNow?
Set the state to 'On Hold' > Deffered
Set the state to 'On Hold' > Escalated to Engineering
Set the state to 'On Hold' > Internal Team
Set the state to 'On Hold' state > Customer
Select which aligns best with the stages Requests go through after it's been created in ServiceNow.
Approval, Escalated, Confirmation, Completed
Waiting for Approval, Procuring, Fulfilling, Pending Confirmation, Completed.
Procuring, Receive, Pending Review, Completed
In Progress, On Hold, Resolved, Closed
Which best describes the policies regarding the eligibility of mobile device (iPhone) upgrade?
iPhone upgrades are only available for users whenever they request for one
Eligibility for iPhone upgrades is approved after 2 years of usage of current device
Eligibility for iPhone upgrades is determined by end user's manager every year
The eligibility for iPhone upgrades is based on the user's position depending on their preference.
What type of SIM Card subscription is activated for Nike users by default?
VGE Micro SIM Card subscription
DATA/VGE Tarrif/
Physical SIM
MB/VGE Tarrif (Voice)
e-SIM
MBB/VGE Tarrif (Voice)
Physical SIM
Best approach at Performance Bar when you are uncertain about a process or a question by an End User?
Create a ticket and ask the user to come back to check for updates
Ask the user to contact Service Desk
(Level 1)
Send the end user to another Performance Bar
How long do we keep a returned device before re-imaging it?
15 working days
1 calendar month
10 working days
5 working days
What three important things do we check upon end user's visit to the Performance Bar?
Notification Messages
Notification Devices
Skills
Open Incidents
Open Requests
Assets Inventory
When do we create General Service Request in ServiceNow?
When users need assistance or information that does not fit into the usual request category
When users want to request a new feature.
Only for SIM card subscription transfer request and for hypercare requests
When users need to reset their password.
Jennifer Rivers is unable to login to any Nike application or website, after restarting her laptop, she is completely locked out of the device.
Checking in OKTA Admin Portal, her account expired days ago
Mark English requested for an Apple pencil two weeks ago, his request has not been approved nor prepared by his direct reporting manager since she is Out of Office.
Approval by proxy applies in this scenario.
What is the primary purpose of the Service Desk in handling Incidents?
To manage the inventory of IT assets
To escalate all issues directly to upper management
To serve as the first point of contact for users reporting issues
To provide technical support for hardware issues
You are presented with this query at the technical bar;
I am converting from ETW to an FTE position, I cannot afford a downtime during this transition, technically i am a new hire and therefore i get new device (specifically laptop), I would like to keep both my current device and the new one to fully transition
What is the best course of action to proceed as DSS technician?
Absolutely, end user may keep both devices
No, end user may only have a device in use at a time
This is possible, however approval from end user's manager is required
This depends on the role/department of the end user
Per Nike's IT Asset Management policy, software usage will be regularly audited and licenses will be reclaimed if they have not been in use within how many days ?
60
30
120
90
What is a Service Level Agreement ?
SLA is a contract that specifies the expected service performance and responsibilities between a service provider and a customer.
Nike Inc was formerly known as ?
When did Nike acquire Converse ?
