AMS Services

A 1st priority incident sent to support team as an on-call duty at 18:00 , date N. Support team do the first response on 11:00 date N + 1. The incident was closed on 12:00,date N + 2 (total pending time with  user is 3 hours)

What is actual time for KPI 1 & KPI 2 ?

• KPI 1 = 2H

  KPI 2 = 8H

• KPI 1 = 1H

  KPI 2 = 9H

• KPI 1 = 2H

  KPI 2 = 7H

• KPI 1 = 3H

  KPI 2 = 8H

Correct the missing word :

_ can be defined as any event which causes or may cause an interruption to, or a reduction in, the quality of that service, impact directly to system while operation. The cause of _ may be apparent and the cause may be addressed without the need for further investigation, resulting in a repair, a work-around or a request for change (RFC) to remove the error

• Incident

• Services Request

• Change Request

• Problem

A 1st priority incident sent to support team as an on-call duty at 18:00, date N. Support team do the first response on 11:00, date N + 1. The incident was closed on 12:00, date N + 2 (total pending time with user is 3 hours)

Evaluate the KPI .

• KPI 1 HIT

  KPI 2 MISS

• KPI 1 HIT

  KPI 2 HIT

• KPI 1 MISS

  KPI 2 MISS

• KPI 1 MISS

  KPI 2 HIT

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

• Services Request

• Incident

• Issue

• Problem

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?

• Incident

• Problem

• Work Arround

• Services Request

Correct the missing word :

_ is a request from a User for information or advice, for Standard routine tasks or for Access to an IT Service, for report generation or data preparation, etc. Tasks of user administration and authorization is also considered as service request.

• Incident

• Services Request

• Change Request

• Problem

Correct the missing word :

The purpose of _ Management is to identify, classify and take permanent remedial actions on known errors based on the observation of recurring disturbance or on incidents.

This is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

• Incident

• Services Request

• Change Request

• Problem

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

• Problem

• Services Request

• Incident

• Issue

Correct the missing word :

_ is a change in system which is requested by customer. It can be defined as any request that is submitted to whatever change control board or decision making group has been implemented.

• Incident

• Services Request

• Change Request

• Problem

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

• Incident

• Services Request

• Problem

• Issue