ITSD Skills Matrix _ Part 2
Authored by Arjo Almadovar
Computers, Professional Development
Professional Development
Used 4+ times
AI Actions
Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...
Content View
Student View
25 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When completing a work order for account creation, what is the most important information that you need to share with the requester?
Work Order has been completed successfully.
Account details has been sent via SMS.
User Account Details.
To send an email to ITSD for any further assistance.
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
How to handle duplicate account creation requests?
Please select all that applies.
Check if it is a recent account creation duplicate then just inform user the same and cancel.
If it is an old account duplicate then you can check what difference or update is needed to be done on the account.
Cancel the ticket for accounts created recently
Update the ticket to Pending - Cient Action Required and wait confirmation from the existing user which were recently created.
3.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
When raisin a request to create new network ports, what are the requirements to proceed? Please select all that applies.
Business Justification
Head of IT approval
Network TL approval
Number of Ports
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
User reported an issue that she cannot login to Dynamic AX. What do you need to do?
Create Ticket and assign to AX Support Level 2.
Create Ticket and assign to EUS.
Create ticket, do first level troubleshooting, resolve the issue and/or re-assign if needed.
Create ticket and send email to AX Support Level 2
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
User from Fujairah submitted a request for a new laptop. A work order will be assigned to which Assignment Group?
Ajman - Asset
Fujairah - Asset
Asset Management Team
End User Support - FUJ
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
An end user raised an incident to request for access to a shared mailbox. What do you need to do?
Send email or call the user to inform that you will cancel the ticket.
Send email or call the user to educate how to submit the correct form of request in BMC and cancel the ticket.
Cancel the ticket and raise the correct request in BMC portal.
Cancel the ticket and create new work order.
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What do you need to do if you receive a call regarding an inquiry and you have provided the information needed to the user?
End the call and ask the user to participate in the survey.
Create ticket and complete the ticket then ask the caller to participate in the survey and transfer to survey.
End the call and thank the user for calling us.
Do nothing and take another call.
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports
Continue with Google
Continue with Email
Continue with Classlink
Continue with Clever
or continue with
Microsoft
%20(1).png)
Apple
Others
Already have an account?
