Treinamento – 24676

1) False
2) True
3) A series of Incidents with the same characteristics
4) Any Defined Workaround
5) A trend analysis
6) By making a Knowledge Database available
7) Problem Management
8) Problem Coordinator
9) False
10) RFC - Identification of Workaround - Known Error
11) False
12) False
13) Problem Coordinator
14) Draft
15) Recording Problems > Analyzing Data > Identifying Cause > Developing Workarounds > Submitting
Change Request

1) Known Error
2) True
3) Work Info
4) True
5) Problem Manager
6) True
7) Draft
8) Rejected
9) BI Identification and Classification, PBI Review, Investigation and Diagnosis, Resolution and Recovery,
Closed
10) Pending
11) Review
12) Resolution and Recovery
13) Pending
14) False
15) Review

Treinamento – 24677

1) True
2) True
3) True
4) Incident Registration
5) Procedure 6 (Incident Closure)
6) Procedure 2 (Incident Assignment)
7) Incident Owner (Service Desk or Incident Coordinator)
8) 3
9) Service Desk ... Incident Coordinator
10) Configuration Item (CI) relationships CI details for classification, matching and prioritization of
Incidents CI Owners
11) Incident Coordinator ... Service Desk
12) True
13) True
14) True
15) True

1) First Name and Last Name First Name, Last Name and Phone Number First Name, Last Name
and Company Name
2) True
3) In Progress
4) INC
5) It is a mandatory field.
6) Priority Weight
7) False
8) Assignment tab
9) True
10) True
11) False
12) True
13) 15
14) False
15) False

Treinamento – 24961

1) True
2) True
3) True
4) The structure and purpose of the Unisys organizational structure for the locations in which they support
The Unisys support team’s scope of services and technical domains for the locations in which they
support Knowledge of the Account Management Escalation process for their theater / region / support
organization
5) Change Initiator
6) True
7) True
8) Determines the risk and impact for requested Changes Prepares implementation, test and back out
plans Reviews the IT requirements for a Change
9) True
10) Accepts and prepares for the Change and ensures it can be implemented on schedule Executes
Changes according to the Change Plan and updates them with relevant information and status changes
Ensures the Change task record is updated with results, and communicates and confirms when the
Change is completed
11) Provides active communication with client regarding Requests for Change, Change approvals, testing
and implementation scheduling Is an escalation point for Change Implementation issues
12) True
13) True
14) True
15) True