When Things Go Wrong
This priority factor measures how many users or services are affected by an incident.
What is Impact?
This is the only platform where we can interact with requestors from Russia or Belarus.
What is ServiceNow?
International Women’s Day is normally held on this date.
What is March 8?
When a request is incorrectly raised (used an incorrect catalog item), it will be closed as ___.
What is Closed Incomplete?
What is BTS?
This is a ticket raised by the resolution team when assistance is needed from another team to resolve the issue.
What is Child Incident?
This ITIL 4 artifact provides users with visibility into available services and request options.
What is service catalog?
The Filipina weightlifter who won the Philippines’ first-ever Olympic gold medal in 2021.
Who is Hidilyn Diaz?
We use this catalog item when unsure which request option to select.
What is Ask a Question?
User confirmation is not required to cancel ___ incidents.
What is Invalid? (Invalid Incidents: INCs raised incorrectly, duplicates, those that should be SR/ENHC/DMND)
Three-strike rule is triggered for these pending types.
What is Customer Action and Awaiting UAT?
She was the first woman to win a Nobel Prize and the only person to win in two scientific fields.
Who is Marie Curie?
Network outage and application slowness are examples of this ticket type.
What is Incident?
The team should never forget to use this when reassigning an incident.
What is Warm Transfer Notes template?
In the scenario where 3SR is triggered (state is Pending Customer Action), then use responds on the 5th BD, what should the new state/s be for SCTask and RITM?
What is Work in Progress?
A Filipina writer and women’s rights advocate featured on the Philippine ₱1000 bill.
Who is Josefa Llanes Escoda?
SGS SM approval is required for all ____ Incidents. On the other hand, we should not downgrade the priority of ____ Incidents.
What is User Raised, Alert?
SGS SM approval is required for all User Raised Incidents. On the other hand, we should not downgrade the priority of Alert Incidents.
Fill in the blanks:
When changing the Business Service of an incident, we add the prefix [BS] to the Short Description, Update the state to ____, Send a message to SGS, and once approved, change to the correct business service. If not approved, we email _____.
What is "[BS]", "Awaiting Internal", and Email Prometheus.Service.Management@accenture.com?
When changing the Business Service of an incident, we add the prefix [BS] to the Short Description, Update the state to Awaiting Internal, Send a message to SGS, and once approved, change to the correct business service. If not approved, we email Prometheus Service Management.
Fill in the blanks with the following concepts: REQ, RITM, SCTASK
In SGS context, ____ and ____ will always have a 1:1 correspondence.
Each ___ can have multiple ____ assigned to one or multiple groups.
What is REQ, RITM, REQ, RITM, RITM, SCTASK?
In SGS context, REQ and RITM will always have a 1:1 correspondence.
Each RITM can have multiple SCTASK assigned to one or multiple groups.
This pre-colonial Filipina leader or priestess held spiritual and community authority in early Filipino society.
Who is a babaylan?
Name 2 reasons why an incident becomes AGED.
What is: (give at least 2)
Vendor dependency / Third Party
Due to Change Process
Unresponsive user
Complexity
Unknown fix