Service Now ASG VDI Miscellaneous AD Tool
100
New Call
Every interaction (phone or chat) requires a ______
100
Netscaler
This platform will replace ASG
100
SD doesn't. Route to VDI Team
For first time VDI requests, where do we assign said VDI?
100
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?
100
ADUC, ADtools, and IDPortal
3 Tools to access Active Directory data
200
RITM (Request Item) and SCTASK (Service Catalog Task)
Requests are sub-divided into 2 types:
200
Java, Citrix Gateway,
List all 2 components needed for Netscaler to run in Internet Explorer
200
ID Portal and ADTools
List two tools used to re-add machines
200
*Snow (New call)
*ADTools
*Jabber
*CMD
*RDCV
*Templates
List 6 things SD must have open at all times
200
IDPortal / ADTool
This tool allows SD to re-add machines
300
Queued
This is the status for when a ticket is sent to another group or has yet to be assigned
300
Active Directory (AD)
Users must be active in ____ to access ASG/Netscaler
300
XDTools
Name of tool used to troubleshoot VDIs
300
Computer Management (Compmgmt)
Tool used to close a shared file from a server
300
Sailpoint
Page to request entitlements
400
Impact
This is another name for the number of users affected during a major incident
400
Transport Layer Security (TLS)
1.0, 1.1, and 1.2 must be checked in IE. This represents what IE feature?
400
DAAS
Software Installation can be performed in all environments of virtualization except
400
Disk Clean Up
Tool or program used to wipe unneeded files to free space in a machine
400
SSGA, CORP, IMS-NT
List all 3 common SS domains
500
Incidents, Request, Hang-up, Wrong Number, Status Call, General Inquiry
What are Service Now's 6 types of calls?
500
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.
500
Citrix (Citrix Receiver, Workspace, Gateway)
_______
provides server, application and desktop virtualization, networking,
software as a service, and cloud computing technologies
500
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
500
Email Server
If
disconnected, user will not be able to connect to Microsoft Exchange.
This must be populated with server name. Name this field.






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