The mission of this organization is to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation.
What is the SEC (Securities and Exchange Commission)?
100
This person is the manager of the Remote Connections Center, and will report to the ISS Service Desk Deputy Program Manager.
Who is Mark Burton?
100
True or False: An SEC employee or contractor can access the SEC Insider from an external network (without using a remote access connection).
What is False?
100
ITIL stands for Information Technology [???] Library.
What is Infrastructure?
200
This office has overall management responsibility for the Commission's IT program and operates the EDGAR system.
What is OIT (Office of Information Technology)?
200
This person is the SEC ISS Program Manager, and also serves as a Vice President at URS Federal Services.
Who is James "Jim" Russell?
200
The number of minutes given to the RCC or Service Desk to complete the Lost/Stolen Equipment process?
What is 10 minutes?
200
True or False: ITIL was born out of the Falklands' war in 1983
What is True?
300
The team you will work for *AND* the title you will hold. (Two Part Answer)
What is RCC (Remote Connection Center) and who is RCE (Remote Connection Expert)?
300
This person is the Chief Information Officer.
Who is Tom Bayer?
300
A RCE or a Service Desk Technician can go to this site to receive updates on any process changes. This site also houses the Master List and the process wikis.
What is the Service Desk Portal? (Service Desk SharePoint Page)
300
This process restores services to users in order to minimize business impacts as quickly as possible ensuring the best possible levels of service quality and availability are maintained.
What is Incident Management?
400
This system electronically receives, processes, and disseminates more than 500,000 financial statements every year.
What is the Electronic Data Gathering Analysis and Retrieval (EDGAR) system?
400
This person is the Servers and Storage Branch Chief, and also serves as our government champion for the Remote Connection Center.
Who is Mike Fairless?
400
When using eVault, this item will change to let you know the process has finished archiving your e-mail.
What is the e-mail Icon?
400
In ITSM, we categorize our incidents in two categories. Name the two categories.
What are requests and failures?
500
This is a contract between a service provider and a client that specifies a certain level of service to be provided. In our enviornment, these are usually time-bound agreements.
What is SLA?
500
This person is the Contract Officer Technical Representative (COTR) for our contract.
Who is Peggy Jones?
500
An easy way to direct the customer to open their own incident: In the intranet [???], they can type the word [???] and the console will pop up.
What is address bar and ITSM?
500
Name the 5 ITIL books or sections of the Service Lifecycle.
What is Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement.