Service Now | ASG | VDI | Miscellaneous | AD Tool |
---|---|---|---|---|
New Call
Every interaction (phone or chat) requires a ______
|
Netscaler
This platform will replace ASG
|
SD doesn't. Route to VDI Team
For first time VDI requests, where do we assign said VDI?
|
Team in charge of resolving a specific application error, providing support to fix or proceed with a request related error
What is a resolver group?
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ADUC, ADtools, and IDPortal
3 Tools to access Active Directory data
|
RITM (Request Item) and SCTASK (Service Catalog Task)
Requests are sub-divided into 2 types:
|
Java, Citrix Gateway,
List all 2 components needed for Netscaler to run in Internet Explorer
|
ID Portal and ADTools
List two tools used to re-add machines
|
*Snow (New call)
*ADTools *Jabber *CMD *RDCV *Templates
List 6 things SD must have open at all times
|
IDPortal / ADTool
This tool allows SD to re-add machines
|
Queued
This is the status for when a ticket is sent to another group or has yet to be assigned
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Active Directory (AD)
Users must be active in ____ to access ASG/Netscaler
|
XDTools
Name of tool used to troubleshoot VDIs
|
Computer Management (Compmgmt)
Tool used to close a shared file from a server
|
Sailpoint
Page to request entitlements
|
Impact
This is another name for the number of users affected during a major incident
|
Transport Layer Security (TLS)
1.0, 1.1, and 1.2 must be checked in IE. This represents what IE feature?
|
DAAS
Software Installation can be performed in all environments of virtualization except
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Disk Clean Up
Tool or program used to wipe unneeded files to free space in a machine
|
SSGA, CORP, IMS-NT
List all 3 common SS domains
|
Incidents, Request, Hang-up, Wrong Number, Status Call, General Inquiry
What are Service Now's 6 types of calls?
|
1. Delete cookies/cache
2. Changing browser security level to Medium-high or Medium 3. Turning off pop-up blocker 4. Updating/ reinstalling Java
Besides enabling the TLS versions, list 3 other troubleshooting steps to take when troubleshooting ASG load errors.
|
Citrix (Citrix Receiver, Workspace, Gateway)
_______
provides server, application and desktop virtualization, networking, software as a service, and cloud computing technologies |
D. Access.statestreet.com
Where must Citrix Gateway be installed from?
A. Global Package B. Software Center C. CMD Installation D. Access.statestreet.com E. https:citrix-ssc.com |
Email Server
If
disconnected, user will not be able to connect to Microsoft Exchange. This must be populated with server name. Name this field. |