Process
Categories
Implementation
Time
Statistics
100
Bob has dropped his laptop and it is now making loud noises. What type of Service Desk ticket should Bob create?
Incident
100
What determines the level of approvals required on a request?
The category
100
What regions have yet to implement Service Desk?
Australia and Germany
100
Effort spent on a ticket is captured by what metric?
Time
100
Where do the Service Desk statistics presented originate from?
Service Desk (Through Queries & SSRS reports)
200
What type of ticket has a Testing status as part of it's workflow?
Change
200
Who is the person responsible for ensuring a ticket is set to the proper category?
Analyst
200
What document is required to initiate a Service Desk implementation?
MOC (Management of Change) document
200
Which type of user can enter and view time within Service Desk?
Analysts
200
What is a requisite for accurate reporting?
Accurate data
300
A change can often be spawned from what type of ticket?
Request
300
What type of category should be avoided wherever possible?
Other
300
Based on the implementation methodology, what is the phase prior to implementation?
Training
300
What is the unit of time used when entering time into Service Desk?
Minutes
300
How many customers have used the Service Desk portal between April 2016 and May 2017?
211
400
An incident requiring more information from the end user should be set to what status?
With customer
400
What ticket creation method does not add a category to the ticket?
E-mail
400
Project management occurs at what point in the project lifecycle?
Throughout the entire project
400
What is the best moment to enter time on a ticket?
When working on the ticket or same day
400
What is the global average (%) of tickets falling under an 'other' category?
39%
500
What is the second level of approval required for a change that has been submitted (Approval following the Analyst's Manager)?
The business owner
500
In which process does the category determine who the second approver will be?
Changes
500
What should be the focus following a Service Desk implementation?
Continous improvement
500
What field should be used when entering time if the work was performed yesterday?
The override date
500
What is the ultimate goal of Service Desk reporting?
Find efficiencies in other IT areas
M
e
n
u