Service Desk Analyst Question & Answers - Part-3

Q:-What is ticketing tool ? Remedy/Service now ?

A:- Ticketing tool is the application where we can mange user’s and incident and request details, every IT must have this tool.

Q:-What are ticket Priority in ticketing tool ?

A-: Low / Medium / High

LOW: system slowness can be low / internet not working/ outlook not working 48hrs. Medium: user has requested make this priority as he needs to deliver project. SLA: 8hrs High: Whole site is down, more than 10 users affected SLA : 4hrs.

Q:-What is ITIL ?

ans: Information Technology Infrastructure Library it designed to manage IT infrastructure.

Q:-What is difference between Request and Incident ?

ans:Request could be anything which user requesting first time eg. software installation/RSA token/shared drive access/New hardware/ additional mailbox.

Incident: the application is already installed and having some kind of issue, ex software not working, OS working very slow, unable to open network drive, etc

Q:-How to Reset the password ?

ans: open active directory users and computers find user and reset the password.

Q:-How to fix Account lock out issues ?

ans: ask user to log out from all the devices where he/she logged in with old password. than reset the password again and will ask user to login again,some time if issue not resolved we need to clear all the password which saved in credential manager.