QUESTION CORRECT OPTION

A retailer who is deciding which channels to use to distribute its products 3

would be focusing on which of the following "Ps" of marketing?

A user cannot access their email due to a temporary server outage. After 2
resolving the issue, document the steps taken and the outcome.
A user reported an issue with a critical system that IT cant handle. How to 4
escalate outside the level of competence?
A user reported that they could not connect to the workplace VPN and 4
submitted a screenshot of the problem. Using the given image, which of
the following best documents the resolution of this service request?
All things shown in the images are part of ? 1
Arrange the following steps in the correct order to use the organisation's 1
guidelines and standard scripts to resolve service requests/incidents
within the level of competence:
</br>A) Determine the level of competence required to resolve the
service request/incident.
</br>B) Access the organisation's guidelines and standard scripts for the
specific service request/incident.
</br>C) Follow the steps outlined in the guidelines and standard scripts to
resolve the service request/incident.
</br>D) Update the service request/incident records to reflect the steps
taken and the resolution.

As an IT service desk technician, whats the best way to access your 2

organisations knowledge base to identify solutions for a customers email
issue?
As an IT support specialist facing a complex issue at work, what steps can 3
you take to resolve it effectively?
As an IT support specialist, if a user reports a computer infected with 1
advanced malware, what actions can be taken to escalate the service
request/incident beyond your current competence and authority?
Ashu, a user, has reported that he cannot access his email account and 2
receiving an error message. What steps can be taken to find
solutions/workarounds?
Based on the error message on the computer screen, which of the 2
following actions should be taken to comply with relevant policies and
guidelines when dealing with IT service requests/incidents?
Ensuring the authenticity of incidents in automated alert systems is crucial 3
for efficient and accurate response. Validating automated alerts involves
adopting best practices to distinguish genuine incidents from false alarms.
Here are some key best practices to consider:

</br>Threshold Calibration:
</br>Properly calibrate alert thresholds to minimize false positives. Fine-
tune sensitivity settings to reflect the normal range of system behaviour,
reducing the likelihood of triggering non-issue alerts.

</br>Baseline Establishment:
</br>Establish baseline behaviour for systems and applications.
Understanding normal activity patterns allows abnormal deviations to be
more easily identified and flagged as potential incidents.

</br>Cross-Validation with Multiple Sources:

</br>Verify alerts by cross-referencing data from multiple sources.

</br>Human-In-The-Loop Validation:
</br>It involves having a human analyst review and confirm the alert
before initiating a response. Human intuition and contextual
understanding can provide valuable insights that automated systems
might miss.

</br>Question:
</br>What is a recommended best practice for validating automated
alerts to ensure genuine incidents?

How do you record and acknowledge a service request using the 2

organizations tools and procedures in the image below?
How to behave with the people from different city, state or country? 1
How To Fix the Printer Is Unavailable Error On Windows 10 : 3
John notifies you, the domestic IT helpdesk assistant, about email access 4
problems. How can you get around effectively to fix his issue?
Mohan's computer is slow, and some apps aren't working. . How should 4
you log in and acknowledge his service request?
Ms Excel is used for______? 3
Ram Prakash reports trouble connecting to the organization's VPN from 2
home. As a domestic IT helpdesk assistant, what's the best approach?
Scenario: What could be the cause of a user's laptop not connecting to the 3
office wireless network?
Scenario: When a consumer calls the help desk, they say their laptop runs 3
slowly. Following some troubleshooting, you discover that the hard disc is
nearly full. What is the most likely explanation for this issue?
Tell students to type the provided sentences and assess for Accuracy, 0
Words Per Minute, correct usage of Punctuation and Special Characters,
Completeness, and Consistency.

</br>\"Effective IT service management starts with accurately resolving

service requests and incidents. The entire procedure must be
documented, from the original report to the decision. This technique
fulfils several essential functions. First, it ensures the reported problem is
completely understood and resolved, minimising downtime and potential
interruptions. Second, thorough resolution records build an invaluable
knowledge foundation that makes it easier to quickly resolve similar issues
in the future. Additionally, it permits trend analysis, enabling IT teams to
promptly recognise and address underlying issues. Furthermore,
documentation is essential to prove adherence to service level
agreements (SLAs) and industry norms. In the end, effective resolution
raises overall performance and efficiency and increases customer
happiness.\"

What are some effective ways for a domestic IT helpdesk assistant to 2

record the resolution of service requests/incidents accurately?
What does workaround mean in a domestic IT helpdesk context? 2
What does the clock icon next to an incident signify? 1
What information from the client indicates that the service request has 3
been resolved as per the satisafction of customer?
What is it called when someone is removed from a job for illegal reasons? 3

What is the benefit of submitting a customized resume and cover letter 1

for each job application?
What is this picture representing? 1
What is this picture talking about? 2
What skills are necessary to sell products in an online store? 4
When a customer makes a request, what should you do? 2
When reading a job description for an Assistant Manager position, what 4
should you look for?
Which century is represented by internet-based jobs and robots for 4
human jobs?
Which method can be used to obtain information related to service 1
request from customer?
Which of the following is a common tool used to record and acknowledge 1
service requests/incidents?
Which of the following is a reliable offline source for searching for suitable 3
jobs?
Which of the following is an example of a facial expression? 2
Which of the following is not a civic right? 3
Which of the following is NOT a strategy for effective teamwork? 3
Which of the following sectors will grow rapidly? 4
Which of the following should be checked to identify customer needs? 4
Which of the following skills need to be built to prepare for the world of 4
work?"
Which of the following skills will help in all types of job or business? 3
Which of the options is a benefit of having a dedicated service 4
request/incident management system in place?
Which one is a part of career development plan 4
Which preamble principle is being discussed in the above image? 3
While using digital wallet, what all safety measures would you follow? 2
You are an IT support specialist working for a large organisation. You have 1
just resolved a customer's service request/incident. What steps can you
take to record the resolution of the service request/incident accurately?

You are working on a project and encounter an error message you are 2
unfamiliar with. What should you do?
You receive an IT service request that appears to involve a security breach. 3
According to Company Guidelines, security problems must be addressed
immediately and reported to the IT security staff. What would you do in
this situation?

Your monitoring tool alerts a critical system issue. What step you would 2
take to identify the nature of incident?