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All In the Proliant Family
Tools for the Trade
Lol Logs
Killing Me SoftSkillz
Best Practice Makes Perfect
100
This PROLIANT product FAMILY is delivered in two form factors: half-height & full-height. IT can be installed (& mixed w/other server components) It fits in both of 2 specialized enclosures
What is BL Family or what is Blade
100
This Desktop Log Reader provides tasty tidbits like product name, part number, serial & spare part number when reading ADU and OA Show All logs. No matter how "hungry" you are for knowledge, you can't eat it with butter and jam
What is "Toaster"
100
HPE support Engineers are required to request this log for issues referencing hard drives within an array or problems with an array controller
What is ADU log?
100
This soft skill tactic involves putting oneself in the customers place to relate to & acknowledging the customer's feelings
What is Empathy?
100
This acronym represents the best practice of Case Documentation Compliance
What is CDQ?
200
This server family is called the Extreme Scale-Out server & was built to enable massive compute environments. Originally called the HP "SL systems" it was rebranded by HPE in Gen9
What is Apollo?
200
This log reader requires you to create a non-secure certificate and email it to "The Aviator" before you can successfully use the tool
What is AvSecure?
200
This log, in the form of a .txt document shows an OVERVIEW of ACTIVITY, pertaining to a server's health. Providing (in most cases) nic status & connectivity state, and spare part#'s,
What is OA show all?
200
It important to remember HPE is has not hired your to answer the call, you are hired to "______" the "_______"
What is "Handle" the "business?" or "Fix" the "issue"?
200
In exchange for providing the issue, the server details and applicable logs, an HPE Engineer is expected to give the customer this "___" "_" "______" aka outline for resolution
What is An Action Plan?
300
This server family is not actually part of the Proliant product line. Scalability of the system allows a business to move from tens of servers per rack, sharing little, to thousands of servers per rack, sharing everything.
What is "Moonshot?"
300
This tool assists the customer in gathering logs based on their server and relevant issue. It provides an email of instructions to upload the files and a Secure File Transfer repository, to place them.
What is Bingo FTP?
300
This Report is required for issues referencing drives within an Array (RAID) or referencing an array controller. It contain an .HTM file that opens in a browser
What is ADU report?
300
When determining the true nature of the customers call, you should ask this/these "_______" questions to get the most details.
What are Probing? or what is "Probing"
300
When performing the 1st step to opening a ticket in Sales Force, one must make sure to NEVER CLICK THIS
What is the "New Case" button or "Case Button" or "Blue button"
400
ProLiant server Product line is density-optimized for stacking in rack-mount environments; the first to offer "multi-node" servers they are ideal in dense, space-constrained, and multi-server environments
What is DL or what are DL servers?
400
This log reader was created as a robust upgrade to it's predecessor made to mimic a scratch or writing pad on a computer
What is note pad++?
400
This log is considered to be the most complete logs for hardware analysis, because it runs independent of the Operating System, it gives comprehensive data on servers too degraded to boot via the ILO. It is only available on Gen8 and Gen9 servers
"What is the AHS Logs"
400
When including 2nd level support on a case, one should use this nomenclature to advise the customer that their ticket will be addressed by advanced support instead of the word "escalated"
What is "elevated"?
400
The server serial# is used in Salesforce to validate the service contract status also known as this "------------"
What is "Provision" or "Provisioning"?
500
This server product family was designed to Maximize computing power by adding components such as PCI expansion cards and disk drives inside the chassis. It is the only product available in BOTH rack and tower models.
What is ML or what are ML servers?
500
This tool actually a database collaboration of the ERT, Labs, & other HP advanced engineers who published content, which, based on their technical experience, often directly linked solutions to customer problems they have observed. It's a repository meant to be a WorkBench for Support Engineers to find common solutions before elevating a case
What is SAW?
500
This log name is short for (Son Of Sysreport). It creates a compressed tarball of data & typically has to be decompressed multiple times to remove its extra compression extensions like ".tar" & ".bz2"
What is SoSReport?
500
After saying the Welcome greeting your are required to ask the customer whether their call is about this "--------" or "---------" "---------" before creating a ticket in in SalesForce
What is "new" or "existing" "case or ticket"?
500
You can actually get "dinged" for having too much of this "_______" ____", when your call is reviewed for quality and training purposes.
What is Dead Air?