Internship Tasks

🔍 Intermediate

Debug: Response target longer than resolution target — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Catch-all routing rule placed first — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Every priority pages the on-call engineer — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Priority calculation ignores impact — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: MTTR divides by the wrong count — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Case-sensitive duplicate detection — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: SLA breach check is reversed — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Tickets close immediately after resolution — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Emergency changes bypass all control — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: AI closes tickets with almost no confidence — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Response target longer than resolution target — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Catch-all routing rule placed first — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Every priority pages the on-call engineer — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

📊 Intermediate

First Contact Resolution Rate by Quarter — Review 23

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Mean Time to Resolve by Priority (hours) — Review 26

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Weekly Availability of Ticketing Tool (Target 99.9%) — Review 29

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

SLA Compliance by Service (Target 95%) — Review 32

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Change Success Rate by Change Type — Review 35

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Customer Satisfaction by Contact Channel (out of 5) — Review 38

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Mean Time to Restore (MTTR) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: First Contact Resolution Rate (%) — CRM

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Backlog Clearance Time (days) — HR Portal

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: CSAT (%) — Intranet

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Risk Score — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Mean Time Between Failures (MTBF) — CRM

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Change Success Rate (%) — HR Portal

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Escalation Rate (%) — Intranet

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Automation Deflection Rate (%) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Availability (%) — CRM

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: SLA Compliance (%) — HR Portal

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Cost per Ticket — Intranet

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Return on Investment (ROI %) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 2

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 5

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 8

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 11

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 14

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 17

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 20

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 23

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 26

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 29

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 32

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 35

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

🔢 Intermediate

Prioritize the Service Queue — Set 38

Arrange the items from highest to lowest priority based on impact and urgency.

⏱ 5min ⭐ 90 XP

📊 Intermediate

SLA Compliance by Service (Target 95%) — Review 2

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Change Success Rate by Change Type — Review 5

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Customer Satisfaction by Contact Channel (out of 5) — Review 8

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Monthly Incident Volume for HR Portal — Review 11

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Incidents by Category — Review 14

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Weekly Open Ticket Backlog — Review 17

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Tickets Resolved by Virtual Agent — Review 20

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 2

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 5

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 8

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 11

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 14

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 17

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 20

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 23

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 26

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 29

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 32

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 35

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🌳 Intermediate

ITIL 5 Judgment Call — Scenario 38

Choose the best ITIL-aligned response and see the outcome of your decision.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: MTTR divides by the wrong count — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Case-sensitive duplicate detection — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: SLA breach check is reversed — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Tickets close immediately after resolution — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Emergency changes bypass all control — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: AI closes tickets with almost no confidence — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Response target longer than resolution target — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Catch-all routing rule placed first — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Every priority pages the on-call engineer — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Escalation Rate (%) — Intranet

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Automation Deflection Rate (%) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Availability (%) — CRM

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: SLA Compliance (%) — HR Portal

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Cost per Ticket — Intranet

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Return on Investment (ROI %) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Response target longer than resolution target — Email

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Catch-all routing rule placed first — Payments Gateway

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Every priority pages the on-call engineer — Data Warehouse

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

🔍 Intermediate

Debug: Priority calculation ignores impact — Payroll

Find and fix the flaw in this service management configuration or automation snippet.

⏱ 5min ⭐ 90 XP

📊 Intermediate

SLA Compliance by Service (Target 95%) — Review 2

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Change Success Rate by Change Type — Review 5

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Customer Satisfaction by Contact Channel (out of 5) — Review 8

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Monthly Incident Volume for HR Portal — Review 11

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Incidents by Category — Review 14

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Weekly Open Ticket Backlog — Review 17

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Tickets Resolved by Virtual Agent — Review 20

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

First Contact Resolution Rate by Quarter — Review 23

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Mean Time to Resolve by Priority (hours) — Review 26

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Weekly Availability of Ticketing Tool (Target 99.9%) — Review 29

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

SLA Compliance by Service (Target 95%) — Review 32

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Change Success Rate by Change Type — Review 35

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

📊 Intermediate

Customer Satisfaction by Contact Channel (out of 5) — Review 38

Study the service management chart and answer the question about what it shows.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Mean Time to Restore (MTTR) — Ticketing Tool

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: First Contact Resolution Rate (%) — CRM

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP

🧮 Intermediate

Calculate: Backlog Clearance Time (days) — HR Portal

Apply the correct service management formula and compute the result.

⏱ 5min ⭐ 90 XP