Problem
This type of Problem Management focuses on preventing issues before they occur.
What is Proactive Problem Management?
This singer is called the “Queen of Christmas” for her hit holiday anthem.
Who is Mariah Carey?
TIQ is short for ___.
What is Ticket Implementation Quality?
This is the Filipino term for the midnight Christmas feast.
What is Noche Buena?
These are metrics used to measure the quality of the services. (not the acronym)
What is Service Level Agreement?
This individual’s approval is mandatory before a Problem record moves from “Resolved” to “Closed.”
What is Service Manager approval?
In “Home Alone,” this boy defends his house from burglars.
Who is Kevin McCallister?
SLA breaches that occur but are excluded from missed items due to approved exceptions fall under this classification.
What are SLA Exceptions?
This Filipino gift exchange game uses themed clues like “something sweet.”
What is Monito-Monita?
If a Service Manager rejects the Problem Resolution, the Problem will be automatically returned to this state.
What is Root Cause Analysis (RCA)?
This document is mandatory for problem records related to major incidents and summarizes corrective actions.
What is Post-Incident Review (PIR)?
This Filipino Christmas song is considered a classic, written by Jose Mari Chan.
What is Christmas in Our Hearts?
This SLA metric measures the time taken to provide the first diagnostic for a Priority 1 incident.
What is Response Time SLA for P1?
This is the longest Christmas season in the world, starting in this month in the Philippines.
What is September?
This is the agreed internal SLA for P1/MI RCAs.
What is 5 BDs (after resolution)?
This is an iterative interrogative technique used to explore the cause-and-effect relationships underlying a problem (used in RCA).
What is 5 Whys technique?
This annual film festival opens on December 25 and features only Filipino-made movies.
What is Metro Manila Film Festival (MMFF)?
This is the target number of business days for Resolution Time Performance for P4 Incidents.
What is 20 Business days?
This Filipino Christmas dessert is made from glutinous rice, typically steamed in bamboo tubes.
What is puto bumbong?
This is the tool that provides the dates and times for SLA calculation purposes.
What is ServiceNow?
Fill in the blanks: The ____ ____ will be tagged as a ____ _____ once a workaroundhas been documented in the ticket, and no permanent fix has beenidentified.
Problem Record, Known Error
This is the number of gifts given in total on the “12 Days of Christmas” song.
What is 364?
This period occurs 6 months from each Service Commencement Date. (____ Period)
What is Stabilization Period?
This reenactment shows Mary and Joseph searching for lodging before Jesus’ birth.
What is Panunuluyan?
Name at least 2 Critical SLAs
1. Resolution Time Performance for P1 Incidents
2. Resolution Time Performance for P2 Incidents
3. Resolution Time Performance for Critical Changes
4. % of Projects/Enhancements on Schedule
5. High Availability Management
6. %Highly priority Desktop Patches on Schedule
7. Distributed Emergency Sofware Fixes and Patches