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Upgrades & Downgrades

Quiz by Amélia Meneses

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8 questions
Show answers
  • Q1
    For which typology of tickets are upgrades and downgrades usually requested for?
    Service Requests
    All existent tipologies
    Incidents
    Infrastucture Changes
    45s
  • Q2
    According to BAT standards SOX requirements are to be met when:
    For all tickets
    HP's are to be downgraded
    HP's are to be upgraded
    HP is logged by SD; HP is downgraded or upgraded.
    30s
  • Q3
    In order to have a P3 ticket upgraded, should we ask the Business Impact to the upgrade requestor, or simply act upon the ask of it?
    We should always ask for the Business Impact, for any priority.
    We should upgrade it because the user is asking.
    No, we should not request.
    We should ask, but the user provides only if he wants. We upgrade regardless.
    30s
  • Q4
    Which Team should Service Control engage to get approval for Downgrading a Priority being handled by a Global Resolver Group?
    The Global Resolver Group
    Global Incident & Crisis Management
    Service Line Owner
    30s
  • Q5
    Local Resolver Group for Armenia is asking to upgrade the prioritye of an ongoing P3 ticket. Who should SC engage to ask for the needed approval?
    Distributed Service Manager or Service Level Manager
    Service Level Manager
    Global I&C
    Service Line Owner
    30s
  • Q6
    Which other Service Lines have their specific Upgrade & Downgrade Process?
    None
    TaO & BT GWAN
    Active Directory
    Lotus Notes and CPS
    30s
  • Q7
    For BT GWAN Upgrades / Downgrades is there a particular person to engage?
    No specific persons to engage. We send an email to the Team and whomever replies is suitable enough.
    The only possible approvers are always and in every case Global I&C.
    There is a specific DL List, and everyone in it acts as SLO, hence the approver.
    There is a specific DL List, but only one member acts as SLO, hence the approver.
    45s
  • Q8
    For TaO Upgrades / Downgrades are P3's considered HP's and therefore have the need for logging approval?
    Yes, for TaO all tickets raised as P3 / P2 / P1 should have approval of an TaO SLO to be logged.
    No, P3's are not consided HP's. Only P2 and P1 tickets.
    Yes, P3's required approval but they are not High Priorities.
    No, upgrades and downgrades are only done in P2 and P1 tickets.
    45s

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