Applications
What system is used to unlock and reset LAN passwords?
Active Directory
What is required before changing any password at the service desk level?
Verify Identity
-Name
-Date of birth
-Last 4 of SSN
What are the login credentials for ServiceNow
LAN Credentials
Same Username and Password as logging into the computer
Full email address including acronym and computer password
What is KDOR's MainFrame name?
Movers/MVRS/Legacy
any answer is correct.
How should you handle a password reset for Checkpoint? (KDOR's VPN)
Send the request to KDOR's Identity team with required information.
How do you handle a password reset for MVRS?
Get the user id for MVRS
Send to KDOR - Identity Solutions Support
What is required on the incident for a new user, suspend, or delete user request for DA and OITS?
A Completed New / Delete user form
Task List
Where do incidents go that are not on the assignment guide for KDHE?
KDHE - Desktop Support
What is DCF's verison of MainFrame called?
Facts
Sessions
Kasces
Bluezone
Any answer will work
How would you handle a call regarding any outage affecting a whole agency of users? (Application and Network)
Take detailed notes
Gather required information for assigning an incident.
Escalate the priority of the incident.
Notify the team via chat of the outage with the incident number provided.
Where would you assign a call regarding Current?
KDHE - Desktop
What are you allowed to raise urgency and priority for without permission?
Agency Network Outages (affecting multiple users)
Agency Application Outages (affecting multiple users)
Where do you assign KISO tickets in ServiceNow?
OITS - Security Technical Support
If you are asked to provide the "Top Secret" login for DCF, how would you handle this?
Reset the mainframe password
OR
Get their mainframe user id and send it to DCF - Identity Solutions Support
What should you do if a caller from the Governor's Office calls in and you are unable to resolve the reason for their call?
Gather required information for submitting an incident.
Send the incident number to the End User group chat to notify our tier 2 team of the active ticket.
How do you unlock and reset a password for KIPS?
Uncheck - User is locked out
Check - Change Password on next login
Create a password at least 4 digits long for temporary password. (Their password needs to be at least 12 characters long)
Press Save
What information is required on notes for every call being sent to a different department?
Name
Email Address
Call back number
Detailed description of the reason for the call.
Where would you send an incident for all KLPM questions and login assistance?
DA - Enterprise Systems
What agency would call and ask for the "Security Key" and what application is it used for?
DCF
Mainframe (any of the names for mainframe will be correct)
What should you do if the caller clicked on a link that populates a malware or virus notification
-Advise the user to disconnect the computer from the network, but do not turn it off.
-Send ticket to desktop support.
-Put the incident in the Call Record group chat, so that the incident can be escalated to a contact with the agency's IT team immediately.
How many letters are in the username for MVRS/MVS/Legacy? (These are all the same application)
7
When completing the image of a laptop, what is required when returning the laptop to Inventory?
The Image Checklist completed with notes if there is something you were not able to complete.
Where do assign KISO tickets in ServiceNow?
OITS - Security Technical Support
What does the password reset process look like for CoreFTP?
Old Password (temporary password)/New Password / New Password
Who handles all OITS hardware and software purchase request?
Lisa
Send to OITS - IT Asset Management