Accenture - Hardware Incident Logging | Attempts: 170

1.

Including critical information and relating the incident to the actual machine which has failed is vital for which main reason:

A.

To ensure there is a accurate callback number
B.

Accurate reporting of PC failure rates (which can impact vendor negotiations)
C.

Speed of resolution

Correct Answer
B. Accurate reporting of PC failure rates (which can impact vendor negotiations)

Explanation
Including critical information and relating the incident to the actual machine that has failed is vital for accurate reporting of PC failure rates. This information helps in determining the frequency and severity of PC failures, which is crucial for negotiating with vendors. By accurately reporting failure rates, organizations can highlight the reliability issues and demand better quality products or services from vendors. This data also aids in decision-making processes such as whether to continue with a particular vendor or explore alternatives. Therefore, accurate reporting of PC failure rates can have a significant impact on vendor negotiations and ultimately improve the quality of products and services received.

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2.

Relating a Configuration Item (CI) to the ITSM incident is vital to associate the piece of hardware to the incident no matter what groups it gets submitted to (this is the basis for determining failure rates of machines)

A.

True
B.

False

Correct Answer
A. True

Explanation
Relating a Configuration Item (CI) to the ITSM incident is important because it allows for the association of a specific piece of hardware to the incident, regardless of which groups it is submitted to. This is crucial in determining the failure rates of machines, as it helps track and analyze incidents related to specific hardware configurations. By linking the CI to the incident, it becomes easier to identify patterns and trends in machine failures, enabling better decision-making and proactive maintenance.

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3.

Which tab do I find the CI window (in order to relate the incident to the piece of hardware)?

A.

Assignment
B.

Classification
C.

Customer
D.

Portal Attachments

Correct Answer
C. Customer

Explanation
The correct answer is Customer. In order to relate the incident to a piece of hardware, you would need to access the CI (Configuration Item) window. The CI window is typically found under the Customer tab in most incident management systems. This tab allows you to view and manage customer-related information, including the hardware associated with the incident.

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4.

If the customer's profile does not have a CI listed, in what tab would you need to search for a CI to relate to the incident?

A.

Relationships
B.

Resolution
C.

Customer
D.

Classification

Correct Answer
A. Relationships

Explanation
If the customer's profile does not have a CI listed, you would need to search for a CI to relate to the incident in the "Relationships" tab. This tab is specifically designed to manage and display the relationships between different entities, such as customers and configuration items (CIs). Therefore, it is the most appropriate place to search for a CI when it is not listed in the customer's profile.

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5.

When searching for a CI, what hardware information is recommended to input for this search?

A.

Model
B.

CI Name
C.

Room number
D.

Serial Number

Correct Answer
D. Serial Number

Explanation
When searching for a CI, it is recommended to input the Serial Number as the hardware information for the search. This is because the Serial Number uniquely identifies a specific hardware device, allowing for accurate and specific search results. The Model, CI Name, and Room Number may provide additional information about the hardware, but they are not as crucial for identifying a specific device as the Serial Number.

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6.

Thorough incident detail can make possible hardware failure forecasting (for proactive recalls which minimizes downtime for impacted customers)

A.

True
B.

False

Correct Answer
A. True

Explanation
Thorough incident detail can help in predicting hardware failures, allowing for proactive recalls and minimizing downtime for affected customers. By analyzing detailed incident information, patterns and trends can be identified, enabling companies to take preventive measures and address potential issues before they lead to hardware failures. This approach helps in improving customer satisfaction by reducing the impact of downtime and ensuring timely resolutions. Therefore, the statement is true.

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7.

What does NOT belong in terms of proper classification of a hardware incident?

A.

Tier 1+ field should reflect the symptoms of the problem: (Failure)
B.

Product Name+ field should reflect the manufacturer of asset affected (Lenovo)
C.

Model/Version field must be completed for Hardware incidents to accurately reflect the model of the PC held by the customer
D.

Manufacturer can be left blank

Correct Answer
D. Manufacturer can be left blank

Explanation
In terms of proper classification of a hardware incident, all the given options are important except for "Manufacturer can be left blank". The manufacturer of the asset affected is crucial information for accurately identifying and resolving the hardware incident. Therefore, leaving the manufacturer field blank would hinder the proper classification and resolution of the incident.

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8.

A customer’s PC shell is exchanged for a working swap is a prime example of when the Impact and Urgency can be changed to reflect high business impact

A.

True
B.

False

Correct Answer
B. False

Explanation
This statement is false because the exchange of a customer's PC shell for a working swap does not necessarily change the Impact and Urgency to reflect high business impact. The Impact and Urgency are determined by the potential consequences and the time sensitivity of an incident or problem. In this scenario, the impact and urgency may not be high if the PC shell is easily replaceable and the customer's work is not significantly affected.

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9.

Vendor Ticket Number should be included in all instances where a vendor has been contacted regarding parts or repair, the Vendor Ticket number is included on the Vendor tab

A.

True
B.

False

Correct Answer
A. True

Explanation
The explanation for the given correct answer is that including the Vendor Ticket Number in all instances where a vendor has been contacted regarding parts or repair helps in keeping track of the communication and ensures that there is a reference number for any future follow-ups or inquiries. This helps in maintaining a systematic and organized approach towards vendor management and facilitates effective communication and problem resolution.

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10.

Select the true statements about the Resolution of a hardware issue.

A.

Resolution Tier 1+ field is populated with the value: Hardware Failure. Hardware Failure should only be used for incidents where a hardware repair resolved the issue
B.

Resolution Tier 2 field is populated with Warranty or Non-Warranty repair to reflect whether the repair was covered under an existing warranty program
C.

Resolution Tier 3 should reflect the specific part that required replacement or repair
D.

Where more than one part is replaced to resolve the issue, select the value: Multiple HW Failures Found
E.

The Notes field does not need to reflect the parts that failed

Correct Answer(s)
A. Resolution Tier 1+ field is populated with the value: Hardware Failure. Hardware Failure should only be used for incidents where a hardware repair resolved the issue
B. Resolution Tier 2 field is populated with Warranty or Non-Warranty repair to reflect whether the repair was covered under an existing warranty program
C. Resolution Tier 3 should reflect the specific part that required replacement or repair
D. Where more than one part is replaced to resolve the issue, select the value: Multiple HW Failures Found

Explanation
The correct answer is explaining the correct way to populate the Resolution Tier 1+, Tier 2, and Tier 3 fields in the case of a hardware issue. It states that the Resolution Tier 1+ field should be populated with the value "Hardware Failure" only when a hardware repair successfully resolves the issue. The Resolution Tier 2 field should indicate whether the repair was covered under warranty or not. The Resolution Tier 3 field should specify the specific part that required replacement or repair. Lastly, if multiple parts were replaced to resolve the issue, the value "Multiple HW Failures Found" should be selected. The answer also clarifies that the Notes field does not need to mention the failed parts.

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11.

In the Resolution Classification tab, which option can quickly tell us if a vendor was involved in the resolution?

A.

Cause
B.

Resolution
C.

Resolution Method
D.

Tier 3

Correct Answer
C. Resolution Method

Explanation
The correct answer is "Resolution Method." In the Resolution Classification tab, the Resolution Method option can quickly tell us if a vendor was involved in the resolution. This option allows us to identify the specific method or approach used to resolve the issue, which can indicate whether a vendor was involved in the resolution process or not.

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