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Back office Module, HPSM Service Workflow, Registering an Interaction, Searching for Record, Exporting a Record, Modifying Columns, Incident Management,

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Quiz #3

Frage 1 von 50

1

CFG Back Office Users work with a few number of different applications across different platforms.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 2 von 50

1

These are just some Information that is required when supporting Back Office Users: (based on the module)

Wähle eine oder mehr der folgenden:

  • The number of users affected per group.

  • What is the error message that the user receives.

  • If the application is installed in the machine, get the name and if possible ask the user for the information contained in the splash screen.

  • The URL of the application that the user needs support with.

Erklärung

Frage 3 von 50

1

__________________________ extends a private network across a public network, such as the Internet. It enables a computer to send and receive data across shared or public networks as if it were directly connected to the private network, while benefiting from the functionality, security and management policies of the private network.

Wähle eine der folgenden:

  • Private Internet Access

  • Private Internet Network

  • Virtual Private Network

  • Virtual Privacy Network

Erklärung

Frage 4 von 50

1

VPN Common Issues affects Email Performance and it degrades Outlook response due to speed is lacking. What are 2 of the possible causes of this?

Wähle eine oder mehr der folgenden:

  • ISP of the user is really slow based on the speed test

  • Outlook may not be configured for Cache Mode

  • Outlook's registry is corrupted and needs to be uninstalled and reinstated.

  • Significant number of objects to sync

Erklärung

Frage 5 von 50

1

This error indicates that the workstation is not supported by Citizens SSL VPN. Only the following operating systems are permitted for remote access to Citizens network based resources: Microsoft Windows XP (Service Pack 2), Microsoft Windows Vista Business, Microsoft Windows Vista Enterprise and Windows 7 environment.

Wähle eine der folgenden:

  • Error Code 103

  • Error Code 101

  • Error Code 105

  • Error Code 104

Erklärung

Frage 6 von 50

1

This error code states - Your Device Does Not Comply with Minimum Security Standards or simply Windows FW not installed.

Wähle eine der folgenden:

  • Error Code 102

  • Error Code 106

  • Error Code 104

  • Error Code 105

Erklärung

Frage 7 von 50

1

Error Code 102 - Your Device Does Not Comply With Minimum Security Standards or simply System Process Failure

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 8 von 50

1

Error Code 106 - Your Device Does Not Comply With Minimum Security Standards or simply states AV installed but not running. What are the 2 steps needed to resolve this?

Wähle eine oder mehr der folgenden:

  • Verify Firewall Settings

  • Right Click on the shield and select Enable?

  • Ensure that the workstation has at least Microsoft Windows XP Service Pack 2 or greater

  • Symantec Antivirus is installed but has been disabled as shown by the Symantec shield in the lower right with the red circle.

Erklärung

Frage 9 von 50

1

We do not troubleshoot home networks! Make an effort, but if the user is unable to access the internet, they will need to contact their Internet service provider. (ISP)
and do dispatch cases for home networks.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 10 von 50

1

_________________ is Personal Information Manager Developed by Microsoft. Although Outlook is prominently used an email application, it has other functions such as Personal Organizer in the form of Calendars, Task Managers, Contact Managers and Journals.

Wähle eine der folgenden:

  • Microsoft Session Initiation Protocol

  • Microsoft Personal Assistant

  • Microsoft Outlook

  • Microsoft Office

Erklärung

Frage 11 von 50

1

Exchange Server is an online service used to store Calendar Activities, Mail Server and Contact Manager. All information is stored within a server that is running on Windows Server.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 12 von 50

1

Features of Microsoft Exchange Server includes the ff:

Wähle eine oder mehr der folgenden:

  • The search lets you find information from any corner of the inbox using keywords.

  • Information Stored within an Exchange Server is highly secure as all emails are protected from direct outside sources.

  • The exchange lets users share information using either Outlook Web Access or Outlook.

  • Allows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.

Erklärung

Frage 13 von 50

1

What are the purposes of SMTP?

Wähle eine oder mehr der folgenden:

  • Allows a way to identify common errors such as email address entry.

  • Allows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.

  • Allows a way for Servers to communicate, identify and announce what type of communication they are initiating.

  • Provides rules for communication such as what type of email, where the email can be sent to and how big the email sent can be allowed.

Erklärung

Frage 14 von 50

1

____________________ is a protocol used in VoIP communications allowing users to make voice
and video calls.

Wähle eine der folgenden:

  • Session Initiation Protocol

  • Sessions Initiated Protocol

  • Sessions Initiated Program

  • Sessions Integrated Protocol

Erklärung

Frage 15 von 50

1

Common use of SIP?

Wähle eine oder mehr der folgenden:

  • Instant Messaging

  • For Sending/Receiving File

  • Voice Over Internet Protocol

  • Checking status of a user

Erklärung

Frage 16 von 50

1

____________________ governs the policies that the CFG Email Exchange Server uses.

Wähle eine der folgenden:

  • Active Directory

  • Exchange Server

  • SIP

  • Mailbox

Erklärung

Frage 17 von 50

1

All mail exchange server can be resolved by using the CFG global exchange server cfgmailprof.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 18 von 50

1

CFG Outlook versions applicable/used in CFG are the ff.;

Wähle eine oder mehr der folgenden:

  • MS Outlook 2003

  • MS Office 2003

  • MS Outlook 2007

  • MS Outlook 2010

Erklärung

Frage 19 von 50

1

_________________ is an Outlook data file that stores your messages and other items on your computer (local hard drive). This is the most common file in which information in Outlook is saved by home users or in small organizations.

Wähle eine oder mehr der folgenden:

  • Personal Shared Table

  • Personal Storage Table

  • Personal Standard Table

  • Personal Sharing Table

Erklärung

Frage 20 von 50

1

The Global Address List contains the names and e-mail addresses of everyone in the company organization.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 21 von 50

1

Current standard mailbox sizes:
Back Office Users ? 1000MB, 8MB attachment

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 22 von 50

1

Group Mailbox is a feature of the email client program that allows a user to maintain a list of email addresses and send messages to all of them at once.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 23 von 50

1

A functional mailbox or group mailbox is a mailbox that either a single user or multiple users can access at the same time and send e-mail from to support an accomplishing of a specific tasks/supporting issues that come across.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 24 von 50

1

Outlook provides a way to recover items after users delete them temporarily, even after users empty the Deleted Items folder. Items in the Recover Deleted Items are
only stored for a maximum of 30 days.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 25 von 50

1

To find what server houses an end-user's Exchange mailbox, do the following:

Wähle eine oder mehr der folgenden:

  • The "Mailbox store" text field will display the Exchange server name on which the end-user's mailbox resides.

  • Select the Exchange General tab.

  • Find the end-user's Active Directory account in Active Directory Users & Computers.

  • In the folder from where the user has deleted the item, or in the Deleted Items folder, click Recover Deleted Items on the Tools menu.

Erklärung

Frage 26 von 50

1

_______________________ network drive is a virtual storage area that stores information that can be shared between computers for people who have access to it. It allows you to access after authenticating via directory service.

Wähle eine der folgenden:

  • Home drive

  • Network drive

  • Shared drive

  • Local Drive

Erklärung

Frage 27 von 50

1

Step No. 5 says on General Information - It is AGAINST CITIZENS POLICY TO MANUALLY MAP THESE TWO DRIVES. If a user is in the office and are not receiving drive mappings automatically, follow routing instructions. If the user is working remotely, follow instructions on the next slide.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 28 von 50

1

On Network Drive Troubleshooting, If unable to connect to the H and S drives (users that are in the office), do the ff. steps to resolve the issue;

Wähle eine oder mehr der folgenden:

  • If the drive exists, have the end user disconnect the drive. Log off and on to windows.

  • Disable Offline Folders (My Computer > Tools > Folder Options > Offline files)

  • Have user go to Start then select Run.

  • Type gpupdate /force then click OK. A DOS screen should pop up then go away. Then have the user
    reboot.

Erklärung

Frage 29 von 50

1

AD Lookup Tool is Web Based Application used in conjunction with Active Directory to check a user?s information and all resources connected to the user's account. What are the Information that can be gathered using the said tool?

Wähle eine oder mehr der folgenden:

  • User's Work Groups

  • Workstations Assigned

  • Printer Accesses

  • Share Drive Access

Erklärung

Frage 30 von 50

1

Deskside team were the one responsible for the ff. scope: Account Setup, Account Deletion, Account Corrections

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 31 von 50

1

Server team's scope were the ff.

Wähle eine oder mehr der folgenden:

  • Connectivity Issues

  • AD Servers

  • OWA

  • Software Escalations

Erklärung

Frage 32 von 50

1

Service Manager uses a local-server environment.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 33 von 50

1

The ff. were the HPSM Major User interfaces

Wähle eine oder mehr der folgenden:

  • Navigator

  • Favorites and Dashboard

  • Editor Pane

  • Toolbar Button

Erklärung

Frage 34 von 50

1

In modifying columns, these are the ff. steps to process it: (Chronological Order)

Wähle eine oder mehr der folgenden:

  • Click the Search Incidents menu, Select the Open option, Click the Search button, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, Click the Proceed button.

  • Click the Search Incidents menu, Select the Open option, Click the Search button, , Click the More button, Click the Expand List arrow, Click the Collapse Navigator button, Click the Proceed button.

  • Click the Search Incidents menu, Click the Search button, Select the Open option,, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, Click the Proceed button.

  • Click the Proceed button, Click the Search Incidents menu, Click the Search button, Select the Open option,, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, .

Erklärung

Frage 35 von 50

1

RACI stands for

Wähle eine oder mehr der folgenden:

  • Responsible, Accountable, Confirmed and Informed

  • Responsible, Accountable, Consulted and Informed

  • Responsible, Affirmative, Consulted and Informed

  • Responsive, Accountable, Consulted and Informed

Erklärung

Frage 36 von 50

1

In using the Urgency on Incident Management, we have total of 4 indicators categorized as:

Wähle eine oder mehr der folgenden:

  • HIGH

  • CRITICAL

  • AVERAGE

  • MEDIUM

Erklärung

Frage 37 von 50

1

Incident Management enables you to categorize and track different types of incidents, such as those related to software, equipment, facilities, and network. Incident Management also enables you to track the resolution of these incidents.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 38 von 50

1

In Exporting Record process, below were the steps in correct order: A. Click the Search Incidents menu item. B. Click the More button. C. Click the Export to Text File menu item.
D. Click the OK button. E. As required, complete/review the following fields. F. Click the Close button G. Click the Save button. H. Click the Search button.

Wähle eine der folgenden:

  • A, H, B, C, D, G, E, G, F

  • A, B, C, D, E, F, G, G, H

  • A, C, B, D, G, E, F, G, H

  • A, H, B, D, G, E, F, G, H

Erklärung

Frage 39 von 50

1

_____________________ A short summary and detailed description of the issue.

Wähle eine der folgenden:

  • Incident ID

  • Status

  • Title/Description

  • Phase

Erklärung

Frage 40 von 50

1

__________________ the configuration item (CI) that is affecting the service negatively. This field is populated with data from the interaction record.

Wähle eine der folgenden:

  • Affected Service

  • Affected Incident

  • Affected CI

  • Incident ID

Erklärung

Frage 41 von 50

1

_________________________ determines how the record is processed. Options include incident, complaint, request for change, or request for information.

Wähle eine der folgenden:

  • Sub category

  • Category

  • Area

  • Impact

Erklärung

Frage 42 von 50

1

___________________ indicates how pressing the issue is for the several recipient.

Wähle eine der folgenden:

  • Urgency

  • Priority

  • Tasks

  • Expected Resolution Time

Erklärung

Frage 43 von 50

1

_____________________ displays the figure of the incident workflow. It also indicates the phase of the incident is in currently, and traces the phase transition history.

Wähle eine der folgenden:

  • Activities

  • Related Records

  • Impacted Services

  • Workflow

Erklärung

Frage 44 von 50

1

The HP Service Manager (SM) enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 45 von 50

1

The Favorites and Dashboards menu allows you to store and retrieve frequently accessed views, you to create and store customized views and record lists.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 46 von 50

1

Editor pane buttons change according to the selected Service Manager application, the user's role, status of the selected record.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 47 von 50

1

Impact has the the ff. values to the business

Wähle eine oder mehr der folgenden:

  • Enterprise

  • Site/Dept

  • Multiple users

  • User

Erklärung

Frage 48 von 50

1

Incident Queue is a quick and easy way to access a lists of all logged incidents.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 49 von 50

1

Active is the where the assigned person to perform the task.

Wähle eins der folgenden:

  • WAHR
  • FALSCH

Erklärung

Frage 50 von 50

1

A tasks is closed. The Incident Manager closes the task when the resolution is successful.

Wähle eine der folgenden:

  • Waiting Phase

  • Cancelled Phase

  • Closure Phase

  • Review Phase

Erklärung

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