Show:
The Beginning of Time
Remedy
Owner Groups
Processes
Owner groups level 2
100
An individuals department
What is a StaffDIV
100
Impact and Urgency
What is Severity/priority
100
Viruses
What is Security Operations Center
100
Website--->Customer's UID---->challenge1---> response---->challenge 2---->response
What is Checkpoint
100
Projects 10 or more people
Who is CSR
200
What are the different methods that a customer can use to open a trouble ticket?
What is Phone, Fax, Email, Portal
200
Updates to a ticket
What are Case Notes
200
Permission to change member of a public calendar
Who is Account Maintenance
200
Active directory purpose for Service Desk
What is Domain Password Reset/ VPN
200
Static IP needed
Who i Server Infrastructure/Acct Maintenance
300
Service Levels
What is, Bronze, Silver, Gold, Platinum
300
SLA for most Platinum customers
What is 2 hours
300
Customer unable to log into workstation (acct is not locked)
Who is Desktop Support
300
Customer needs access to their work desktop what do they need to have on thier laptop?
What is Terminal Server
300
Firewall settings need to be adjusted
Who is Firewall
400
Michael Trusty
Who is the Program Manager
400
The portion of the ticket that determines the SLA time
What is the CTI
400
Unable to log into VPN for the 1st time
Who is VPN Maintenance or Service Desk
400
Instance when username includes ITSC domain
What is MS login/Outlook login/VPN Login
400
access to Facebook/Twitter
Who is SOC
500
SLA for ASA, AHT, Abandon rate
What is 45 seconds, 6-8 Mins, 5%
500
What is the time limit to follow up on tickets in your queue?
What is the end of your shift
500
Software installation with license and CD
What is Service Desk
500
unsupported Printers
What is Xerox and Cannon
500
23 GAL Updates needed
Who is Account Maintenance