90 day eval-ticket documentation & process

Question 1

If a resolution is reached on the first point of contact with the client (including warm transfers to solution teams), this constitutes a FCR. True or False?

Answer 1

True

Question 2

How is FCR marked in Remedy and/or Supportal?

Answer 2

Resolved/First Contact Resolution

Question 3

What business service appropriately reflects a Full AMS client on a ticket in Remedy or Supportal?

Answer 3

AMS Millennium

Question 4

What business service appropriately reflects a SWx client on a ticket on a ticket in remedy/supportal?

Answer 4

Standard Support

Question 5

What business service appropriately reflects a PWx client on a ticket in remedy/supportal?

Answer 5

Ambulatory Support

Question 6

There are several actions below that are required in terms of the lack of user action process. Regarding how an SR gets to the point of qualifying to be closed due to lack of user action, which of the following are true?

Answer 6

1) the “request additional info(external)” email should be sent after 1st unsuccessful contact of client
2) Min. of 3 attempts to contact
3) after 7 days w/out response, send out “request additional info (final)” copying SSO
4) in final email, associate should advise of SR closure if no response after 48 hrs.

Question 7

In terms of responsiveness, how quickly should we respond to any new ticket?

Answer 7

24 hrs

Question 8

What should your resolution categories be when closing a ticket due to lack of user action?

Answer 8

no action/no client response

Question 9

What should your status and status reason be when closing a ticket due to lack of user action?

Answer 9

resolved/no further action required

Question 10

When an associate is not sure how to set impact and urgency for an issue, they should consult the Priority Matrix. True or False?

Answer 10

True

Question 11

When you receive a high severity SR, what is the time in which an outbound call needs to be made?

Answer 11

2 hours

Question 12

What is the time frame within which an LAC_CA high severity SR must be called out on?

Answer 12

30 min.

Question 13

Choose the correct answer regarding the process for sending a call outbound request to the night/weekend shift?

Answer 13

use and fill out the FRT nights and weekends call outbound request email template , found in sharepoint

Question 14

If the contact information provided for an end-user is
incorrect or there is none (i.e., no phone number or
email on file), what other resources can be used to
reach the contact? Please provide TWO examples.

Answer 14

SSO and the main phone line of the hospital/client

Question 15

There are many things FRT associates must do, when
transferring a Full AMS client ticket back onsite.
Regarding this process, choose the option below that is
TRUE.

Answer 15

Inform the end user the ticket is being transferred on-site AND Update the ticket with notes and mark the ticket as Closed/Transferred

Question 16

Regarding transferring a ticket back onsite as
mentioned in the previous question, please describe
TWO instances or situations when you would need to
transfer a ticket back onsite for a Full AMS client.

Answer 16

Personnel account changes and local hardware issue to be looked at by
local IT

Question 17

When sending an ITWx ticket back onsite, you must
change the Assigned and Owner groups to reflect the
onsite ITWx team in Remedy to send to.
True or False?

Answer 17

True

Question 18

Describe or give TWO examples, of when you would

need to transfer an ITWx ticket back onsite?

Answer 18

Route onsite for vetting and for personal account changes (adding new hire to personnel role for example)

Question 19

When should you flag a ticket for CHIA review? Provide

TWO examples.

Answer 19

If there has been potential physical harm to a patient or there has been a financial impact on the client/patient

Question 20

What is the time frame within which a ticket must be

flagged for CHIA review?

Answer 20

3 days

Question 21

Regarding the CHIA process for IHC_UT, we must (1)
flag any issue in which the client has communicated a
patient safety issue, and (2) there are specific additional
questions that prompt in TicketLogger and ITIL in these
instances.
True or False?

Answer 21

True

Question 22

In Remedy/Supportal, there are several pieces of
information that drive SLA on an INC ticket? From the
listing below, choose the correct pieces of information
that drive SLA on an INC:

Answer 22

Business Service, impact/urgency, domain relationship

Question 23

When should IRC Situation Management be engaged?

Answer 23

When “Critical” has been met on the priority matrix

Question 24

What is the process for handling CHSI_TN tickets, when

a Change/Config is incorrectly logged as an INC?

Answer 24

1) Send email to site/end user with correct CHS process verbiage, as well as details of the change required
2) Status = Cancelled, Status Reason = Other
3) Document resolution activity noting the required change per normal AMS process

Question 25

When is it appropriate to cancel a ticket?

Answer 25

Duplicate or requested by end user

Question 26

After a widespread issue for an AMS client is resolved,

how do you handle your ticket?

Answer 26

Cancelled/Duplicate

Question 27

After a widespread issue for a PWx client is resolved,

how do you handle your ticket?

Answer 27

Resolved / No Further Action Required

Question 28

What is the purpose of ITIL?

Answer 28

A guided workflow to aid the Cerner incident management process