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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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rubenetulodii
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Quiz #3

Quiz #3

Pregunta 1 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 2 de 50

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 3 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Private Internet Access

  • Private Internet Network

  • Virtual Private Network

  • Virtual Privacy Network

Explicación

Pregunta 4 de 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?

Selecciona una o más de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 5 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Error Code 103

  • Error Code 101

  • Error Code 105

  • Error Code 104

Explicación

Pregunta 6 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Error Code 102

  • Error Code 106

  • Error Code 104

  • Error Code 105

Explicación

Pregunta 7 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 8 de 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?

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 9 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 10 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Microsoft Session Initiation Protocol

  • Microsoft Personal Assistant

  • Microsoft Outlook

  • Microsoft Office

Explicación

Pregunta 11 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 12 de 50

1

Features of Microsoft Exchange Server includes the ff:

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 13 de 50

1

What are the purposes of SMTP?

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 14 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Session Initiation Protocol

  • Sessions Initiated Protocol

  • Sessions Initiated Program

  • Sessions Integrated Protocol

Explicación

Pregunta 15 de 50

1

Common use of SIP?

Selecciona una o más de las siguientes respuestas posibles:

  • Instant Messaging

  • For Sending/Receiving File

  • Voice Over Internet Protocol

  • Checking status of a user

Explicación

Pregunta 16 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Active Directory

  • Exchange Server

  • SIP

  • Mailbox

Explicación

Pregunta 17 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 18 de 50

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • MS Outlook 2003

  • MS Office 2003

  • MS Outlook 2007

  • MS Outlook 2010

Explicación

Pregunta 19 de 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.

Selecciona una o más de las siguientes respuestas posibles:

  • Personal Shared Table

  • Personal Storage Table

  • Personal Standard Table

  • Personal Sharing Table

Explicación

Pregunta 20 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 21 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 22 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 23 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 24 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 25 de 50

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 26 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Home drive

  • Network drive

  • Shared drive

  • Local Drive

Explicación

Pregunta 27 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 28 de 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;

Selecciona una o más de las siguientes respuestas posibles:

  • 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.

Explicación

Pregunta 29 de 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?

Selecciona una o más de las siguientes respuestas posibles:

  • User's Work Groups

  • Workstations Assigned

  • Printer Accesses

  • Share Drive Access

Explicación

Pregunta 30 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 31 de 50

1

Server team's scope were the ff.

Selecciona una o más de las siguientes respuestas posibles:

  • Connectivity Issues

  • AD Servers

  • OWA

  • Software Escalations

Explicación

Pregunta 32 de 50

1

Service Manager uses a local-server environment.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 33 de 50

1

The ff. were the HPSM Major User interfaces

Selecciona una o más de las siguientes respuestas posibles:

  • Navigator

  • Favorites and Dashboard

  • Editor Pane

  • Toolbar Button

Explicación

Pregunta 34 de 50

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • 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, .

Explicación

Pregunta 35 de 50

1

RACI stands for

Selecciona una o más de las siguientes respuestas posibles:

  • Responsible, Accountable, Confirmed and Informed

  • Responsible, Accountable, Consulted and Informed

  • Responsible, Affirmative, Consulted and Informed

  • Responsive, Accountable, Consulted and Informed

Explicación

Pregunta 36 de 50

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • HIGH

  • CRITICAL

  • AVERAGE

  • MEDIUM

Explicación

Pregunta 37 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 38 de 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.

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 39 de 50

1

_____________________ A short summary and detailed description of the issue.

Selecciona una de las siguientes respuestas posibles:

  • Incident ID

  • Status

  • Title/Description

  • Phase

Explicación

Pregunta 40 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Affected Service

  • Affected Incident

  • Affected CI

  • Incident ID

Explicación

Pregunta 41 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Sub category

  • Category

  • Area

  • Impact

Explicación

Pregunta 42 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Urgency

  • Priority

  • Tasks

  • Expected Resolution Time

Explicación

Pregunta 43 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Activities

  • Related Records

  • Impacted Services

  • Workflow

Explicación

Pregunta 44 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 45 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 46 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 47 de 50

1

Impact has the the ff. values to the business

Selecciona una o más de las siguientes respuestas posibles:

  • Enterprise

  • Site/Dept

  • Multiple users

  • User

Explicación

Pregunta 48 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 49 de 50

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 50 de 50

1

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

Selecciona una de las siguientes respuestas posibles:

  • Waiting Phase

  • Cancelled Phase

  • Closure Phase

  • Review Phase

Explicación

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