Root Cause Revealed
This type of Problem Management focuses on preventing issues before they occur.
What is Proactive Problem Management?
TIQ is short for ___.
What is Ticket Implementation Quality?
This Filipino New Year’s Eve feast symbolizes abundance and a prosperous year ahead.
What is Media Noche?
These are metrics used to measure the quality of the services.
What is Service Level Agreement?
3SR is configured for this incident on hold state. (give at least 1)
What is Awaiting Caller, Awaiting UAT, or Solution Proposed?
This individual’s approval is mandatory before a Problem record moves from “Resolved” to “Closed.”
What is Service Manager approval?
SLA breaches that occur but are excluded from missed items due to approved exceptions fall under this classification.
What are SLA Exceptions?
How many round fruits are traditionally prepared by Filipino families on New Year’s Eve to bring good fortune for the year ahead?
What are 12 round fruits?
If a Service Manager rejects the Problem Resolution, the Problem will be automatically returned to this state.
What is Root Cause Analysis (RCA)?
This is the assignment group we are no longer allowed to create Incident Tasks or SCTasks for.
What is GSD/Global Service Desk?
This document is mandatory for problem records related to major incidents and summarizes corrective actions.
What is Post-Incident Review (PIR)?
This SLA metric measures the time taken to provide the first diagnostic for a Priority 1 incident.
What is Response Time SLA for P1?
Kids often jump as high as they can at the strike of 12. What is the superstition?
What is to grow taller in the new year?
This is the agreed internal SLA for P1/MI RCAs.
What is 5 BDs (after resolution)?
This is the correct close code we should use for requests with incorrect catalog items.
What is Closed - Incomplete?
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 is the target number of business days for Resolution Time Performance for P4 Incidents.
What is 20 Business days?
Often found on Media Noche tables, this yellow, melt‑in‑your‑mouth treat symbolizes prosperity because of its golden color.
What is queso de bola?
This is the tool that provides the dates and times for SLA calculation purposes.
What is ServiceNow?
This is the state we put an incident for actions within Accenture.
What is In Progress?
Fill in the blanks: The ____ ____ will be tagged as a ____ _____ once a workaround has been documented in the ticket, and no permanent fix has been identified.
Problem Record, Known Error
This period occurs 6 months from each Service Commencement Date. (____ Period)
What is Stabilization Period?
This dessert made from glutinous rice flour is commonly shared during New Year and is believed to bring stronger family bonds due to its stickiness.
What is tikoy?
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 Software Fixes and Patches
This is the on hold reason where SLA is NOT paused.
What is none? (trick question: SLA is paused for all on hold reasons)