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Mastering Root Cause Problem Solving in IT Support

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Mastering Root Cause Problem Solving in IT Support

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Questions and Answers

Which platform is used to log requests for tickets at CMS Group?

ConnectWise Manage (correct)

ServiceNow

Jira

Zendesk

What is the SLA timeframe for responding to tickets at CMS Group?

5 working days (correct)

2 working days

4 working days

3 working days

Which type of requests does the user administration IT support team at CMS Group deal with on an almost daily basis?

New user requests (correct)

Software updates

Network issues

Hardware repairs

What is the company policy regarding prioritizing newer tickets at CMS Group?

Newer tickets are prioritized only if advised by higher ups Signup and view all the answers

What is EV1 in the text referring to?

An evidence Signup and view all the answers

Which team does the author work as part of at CMS Group?

User administration IT support team Signup and view all the answers

What is the SLA timeframe for responding to tickets at CMS Group?

5 working days Signup and view all the answers

What is the most common type of tickets the author deals with on an almost daily basis?

New user requests Signup and view all the answers

What is the platform used to log requests for tickets at CMS Group?

ConnectWise Manage Signup and view all the answers

What is the company policy regarding prioritizing newer tickets at CMS Group?

Newer tickets are not prioritized Signup and view all the answers

What is the SLA timeframe for responding to new user requests at CMS Group?

5 days Signup and view all the answers

What is the author's role in the user administration IT support team at CMS Group?

Ticket Responder Signup and view all the answers

What happens if a ticket for a new user request is starting in 2 days?

It is responded to within 5 days Signup and view all the answers

What type of clients does the author mostly handle requests from?

Hospitality clients Signup and view all the answers

What platform is used to log requests for tickets at CMS Group?

ConnectWise Manage Signup and view all the answers

What does BYOD stand for?

Bring Your Own Device Signup and view all the answers

Who usually submits the relevant forms for BYOD access?

The general manager of the user Signup and view all the answers

Which platform is used to approve devices for BYOD access?

Google Admin Signup and view all the answers

Why does a mobile device need to go through an approval process for BYOD access?

To ensure security and compliance Signup and view all the answers

What is the purpose of Project 3 Mobile Device Deployment?

To handle requests for BYOD access Signup and view all the answers

Mastering Root Cause Problem Solving in IT Support

Choose a study mode

Podcast

Questions and Answers

Which platform is used to log requests for tickets at CMS Group?

What is the SLA timeframe for responding to tickets at CMS Group?

Which type of requests does the user administration IT support team at CMS Group deal with on an almost daily basis?

What is the company policy regarding prioritizing newer tickets at CMS Group?

What is EV1 in the text referring to?

Which team does the author work as part of at CMS Group?

What is the SLA timeframe for responding to tickets at CMS Group?

What is the most common type of tickets the author deals with on an almost daily basis?

What is the platform used to log requests for tickets at CMS Group?

What is the company policy regarding prioritizing newer tickets at CMS Group?

What is the SLA timeframe for responding to new user requests at CMS Group?

What is the author's role in the user administration IT support team at CMS Group?

What happens if a ticket for a new user request is starting in 2 days?

What type of clients does the author mostly handle requests from?

What platform is used to log requests for tickets at CMS Group?

What does BYOD stand for?

Who usually submits the relevant forms for BYOD access?

Which platform is used to approve devices for BYOD access?

Why does a mobile device need to go through an approval process for BYOD access?

What is the purpose of Project 3 Mobile Device Deployment?

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