February 2016 First Weekly Assessment: Tenured

1.

1 point

If a user had a recent mailbox migration to the cloud and they are affected by the username/password prompt box, what Category/Classification combination should we use in the incident ticket?

Software > One Drive [Microsoft Prods]

Software > Outlook [Microsoft Prods]

Software > Microsoft Prods

Software > Lync [Microsoft Prods]

2.

2 points

Who are the two Incident Managers responsible for resolving high priority tickets (P1 and P2)?

Qazi Husain

Syam Prasad

Hemanth Kumar

Salil Saxena

3.

1 point

Jennifer Mento called to have her AD password reset. How do we give the temporary password to her? (Clue: Search for her in eHelpline).

Leave her new password in her voicemail.

Give the password via Lync IM.

Send her an email with her new password.

Provide the password before the call ends.

4.

1 point

Once it is confirmed that an application is not working because of Internet Explorer 11, to which resolver group would you assign the ticket to?

Service Management

EUC by region

Infrastructure Architecture

Hibu IT App Support

5.

1 point

What is the workaround for users affected by the Lync Meeting issue that occurred 02/05/2016 where in that are unable to join when Lync “calls” the user’s phone?

Have them call one of the three available numbers to join audio and retry if they get a fast busy signal.

Have them reboot their phones.

Have them reboot their computer.

Have them reboot both the computer and phone.

6.

1 point

How would you know if a user is a Top Team Member?

In eHelpline, user’s name is in white letters and black box.

In eHelpline, user’s name is in yellow letters and red box.

In eHelpline, user’s name is in red letters and yellow box.

In eHelpline, user’s name is in black letters and white box.

7.

1 point

What version of iOS is affected by the hibu DSA issue?

iOS Air 2

iOS 8.4

iOS 6+

iOS 9.2

8.

1 point

What should be the ticket Impact/Urgency combination when a Top Team Member calls in for an incident?

Critical/Immediate

Serious/High

Medium/Medium

Serious/Medium

9.

1 point

To which resolver group do we assign Salesforce incident tickets not related to how to's?

App Support

Wipro Wintel

CRM Admin

hibu IT App Support

10.

1 point

To which resolver group do we assign tickets for peripheral replacements?

Heather Heins

Wipro Manila USSD

Wipro EUC CDR

Mailing Services