Foundations
What service does Kaiser Permanente provide?
KP provides Not-for-profit Health Plans (Insurance plans) and medical services.
What tool do we use to log our tickets and cases in Kaiser?
ServiceNow (SNOW)
When I need to find information or look for a process / procedure, where on Service Now should I look?
Knowledge Base
List 2 tools we will use on a daily basis in the Service Desk:
ServiceNow, Outlook, Teams, Browsers, Jabber, Finesse and Bomgar
What is the most successful football team in Costa Rica? (Most trophies won)
El Glorioso Deportivo Saprissa
Name 3 regions where Kaiser operates
Possible Reponses:
SCAL, NCAL, GA, NW, CO, HI, MAS, WA
Where do we get our admin password for the day and what do we need to do to sign in?
CyberArk and we need to authenticate the sign in using PingID
What is the preferred browser to use SNOW?
Google Chrome
What does PHI stand for? And why is it important?
PHI stands for Protected Health Information, and it is very important to keep safe because it is our members personal information, which is protected by law.
What famous inventor was also known for his extensive work with electrical inventions and held over 1,000 patents by the time of his death in 1943?
Thomas Edison
When we need to consult or get help with a call who can we call within the service desk?
Advanced or Senior Support
Name 2 things we can do in AccessNow
Possible answers:
Request access for other users, request access for yourself, verify a caller's identity, reset a user's Enterprise Directory password (E-pims), check on the status of an access request.
Name 3 call types that we handled by the Service Desk
Possible answers:
INC, General Inquiry / Request, Hang up, Wrong Number, Status call, Call Transfer
Provide 4 examples of PHI:
Possible Answers:
SSN, MRN, Employee number, payment information, screenshots or pictures from medical record, Date of Birth, any identifiers that can be used to access a user's personal information.
How many bones does the human body have?
206
List a difference between a Kaiser Hospital and a Kaiser Medical Office
Possible Answers:
-Hospital is open 24/7 while Medical Offices are only open during business hours.
-Hospitals take care of inpatient patients, Medical offices only take care of ambulatory patients
In Quest Auditor, how do we recognize mobile devices as a lockout source?
The name of the device would start with two backslashes "\\" or the name would look similar to the phrase "Can of Soda"
Example: \\CANDCS0DA2061
What is the priority for a Basic Troubleshooting call?
Medium
What is the name of the tool where you can check your schedule for the day?
Calabrio
Which planet in our solar system has the shortest day, completing a rotation in just under 10 hours?
Jupiter
What is the name of our Vice-president and head of End User Services?
Adam Wolf
On AppOS, what option do we need to click on before adding the computer name and pushing out a software install? (First thing you click on once you sign in)
Deployment Solution / Software Deployment
What is the MIM team and what do they do at the Service Desk?
MIM stands for Major Incident Management, and they handle high priority and critical incidents for our company.
Where can we report Overtime / Worked Holidays and request time off?
KP Central
The shooting of whom, in 1914, started World War I?
Archduke Franz Ferdinand