IB3 Mockexam4 - Solutions

department owner ticketno date_opened date_closed tpt
Marketing & Sales Fitzgerald, Harry 72079 1/2/2013 1/5/2013 3

Service Brandon, Lee 72080 1/3/2013 1/5/2013 2
Procurement Lendon. Sue 72081 1/4/2013 1/9/2013 5
Marketing & Sales Doler, Britt 72082 1/10/2013 1/16/2013 6
Procurement Harvest, Cindy 72083 1/15/2013 1/19/2013 4
Service Doe, John 72084 1/16/2013 1/19/2013 3
Service Dizzle, Barbara 72088 1/18/2013 1/23/2013 5
Procurement Drooze, Jake 72091 1/21/2013 1/24/2013 3
Service Doe, John 72093 1/24/2013 1/27/2013 3
Marketing & Sales Allison, Rachel 72095 1/31/2013 2/1/2013 1
Service Doe, John 72096 2/1/2013 2/6/2013 5
Service Doe, John 72099 2/2/2013 2/6/2013 4
Service Doe, John 72102 2/7/2013 2/11/2013 4
Service Doe, John 72103 2/8/2013 2/11/2013 3
Service Doe, John 72110 2/28/2013 3/4/2013 4
Service Doe, John 72110 2/28/2013 3/4/2013 4
Service Doe, John 72112 3/2/2013 3/7/2013 5
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Doe, John 72117 3/11/2013 3/13/2013 2
Service Williams, Sarah 72118 3/12/2013 3/15/2013 3
Service Doe, John 72127 3/25/2013 3/31/2013 6
Service Doe, John 72141 5/6/2013 5/10/2013 4
Service Doe, John 72143 5/14/2013 5/16/2013 2
Service Doe, John 72174 7/23/2013 7/27/2013 4
Service Doe, John 72176 7/31/2013 8/7/2013 7
Service Doe, John 72183 8/17/2013 8/22/2013 5
Service Doe, John 72202 10/18/2013 10/25/2013 7
Service Doe, John 72205 10/20/2013 10/23/2013 3
Service Doe, John 72220 11/21/2013 11/25/2013 4
Service Doe, John 72230 12/12/2013 12/16/2013 4
Service Doe, John 72243 1/1/2014 1/5/2014 4
Service Doe, John 72256 2/1/2014 2/7/2014 6
Service Doe, John 72262 2/21/2014 2/25/2014 4
Service Doe, John 72265 3/16/2014 3/20/2014 4
Service Doe, John 72265 3/16/2014 3/20/2014 4
Service Doe, John 72272 3/29/2014 4/4/2014 6
Service Doe, John 72293 6/3/2014 6/7/2014 4
Service Doe, John 72313 7/10/2014 7/13/2014 3
Service Doe, John 72315 7/13/2014 7/15/2014 2
Service Doe, John 72325 8/5/2014 8/10/2014 5
Service Doe, John 72342 9/17/2014 9/22/2014 5
Service Doe, John 72345 9/18/2014 9/24/2014 6
Service Doe, John 72354 10/5/2014 10/10/2014 5
Service Doe, John 72355 10/9/2014 10/11/2014 2
Service Doe, John 72363 10/29/2014 10/31/2014 2
Service Doe, John 72393 1/9/2015 1/16/2015 7
Service Doe, John 72394 1/9/2015 1/16/2015 7
Service Doe, John 72405 2/20/2015 2/26/2015 6
Service Doe, John 72410 3/12/2015 3/13/2015 1
Service Doe, John 72412 3/12/2015 3/14/2015 2
Service Doe, John 72449 7/11/2015 7/14/2015 3
Service Doe, John 72456 7/23/2015 7/29/2015 6
Service Doe, John 72462 7/30/2015 8/3/2015 4
Service Doe, John 72466 8/7/2015 8/8/2015 1
Service Doe, John 72479 8/30/2015 9/4/2015 5
Service Doe, John 72480 8/30/2015 9/6/2015 7
Service Doe, John 72487 9/9/2015 9/14/2015 5
Procurement Lendon. Sue 72490 9/16/2015
Service Doe, John 72493 9/30/2015 10/5/2015 5
Procurement Lendon. Sue 72497 10/23/2015
Service Doe, John 72503 11/24/2015 11/26/2015 2
Service Doe, John 72505 12/3/2015
Service Doe, John 72508 12/7/2015 12/12/2015 5
Service Dizzle, Barbara 72514 12/14/2015
Marketing & Sales Fitzgerald, Harry 72517 12/23/2015
service_type severity spent legend
hardware defect none ### 0 department The department of the ticket owner
software defect low ### owner The submitter of a service request
software defect low ### ticketno Unique ticket number issued on service request subm
hardware defect high ### date_opened The date the service request has been entered into t
software defect medium ### date_closed The date the service request (ticket) has been solved
service request none ### tpt Troughput time. The number of days between openin
hardware defect none ### service_type The service request type
purchasing request high ### severity Severity of the service request
email none ### spent The time a helpdesk employee has spent on a ticket.
service request medium ###
service request medium ### Introduction
service request medium ### The table to the left is an extract from an IT service desk ticket regis
email low ### above for the meaning of each column.
hardware defect none ### Helpdesk employees can spend more than one session on solving a
purchasing request none ### time spent has been registered in the 'spent' column.
software defect low ###
Example
software defect medium ### Ticket 72080 (lines 2 and 3) was entered by Lee Brandon of the Ser
software defect medium ### 2014 and closed on January 5, 2013. The ticket's throughput time, t
software defect medium ### ticket has two lines in the table, meaning that a helpdesk employee
software defect none ### ticket in these two days. The first session took 30 minutes and the s
email immediate ### minutes. In total, the helpdesk has thus spent 2 hrs on this ticket in
email high ### open.
email high ### Assignments
email low ### 1. (3) Show in a bar chart the number of tickets submitted per year,
hardware defect immediate ### tickets per year, per month). Create a slicer to select the departmen
purchasing request immediate ###
purchasing request immediate ### 2. (4) Show in a bar chart the average time spent on tickets for each
purchasing request immediate ### spending time per ticket, per service type) Show times, not fraction
of your chart.
service request none ###
software defect immediate ### 3. (3) Using conditional formatting, highlight each row in the table t
service request medium ### request (service_type = email), submitted on a Friday in an odd mo
purchasing request high ###
email medium ###
service request immediate ###
service request high ###
purchasing request low ###
email immediate ###
software defect medium ###
software defect immediate ###
email low ###
email medium ###
email medium ###
email medium ###
email medium ###
email medium ###
software defect high ###
hardware defect low ###
software defect none ###
email none ###
purchasing request none ###
purchasing request medium ###
service request low ###
hardware defect immediate ###
hardware defect none ###
email high ###
email none ###
email none ###
email none ###
email low ###
hardware defect high ###
email high ###
email medium ###
email medium ###
email low ###
email low ###
email low ###
email none ###
email high ###
email low ###
email high ###
email high ###
email medium ###
email medium ###
email medium ###
hardware defect medium ###
email medium ###
email low ###
email high ###
email none ###
email low ###
email none ###
email immediate ###
email none ###
email low ###
email immediate ###
email immediate ###
email immediate ###
email high ###
email medium ###
email medium ###
email medium ###
email medium ###
email medium ###
email immediate ###
email immediate ###
email medium ###
email low ###
email high ###
email none ###
email low ###
email low ###
email low ###
email low ###
email low ###
email medium ###
email immediate ###
email none ###
email none ###
email high ###
email none ###
email high ###
email low ###
email low ###
email immediate ###
email none ###
email low ###
email none ###
email high ###
email immediate ###
email medium ###
email high ###
email high ###
email none ###
email medium ###
email high ###
email high ###
email none ###
email none ###
email low ###
email low ###
email medium ###
email immediate ###
email none ###
email medium ###
email immediate ###
email medium ###
email low ###
email low ###
email low ###
email high ###
email low ###
email medium ###
email immediate ###
email immediate ###
email low ###
email immediate ###
email high ###
email none ###
email high ###
email none ###
email none ###
email high ###
email medium ###
email immediate ###
email immediate ###
email low ###
email low ###
email none ###
email medium ###
email none ###
email medium ###
email low ###
department ticketno date_opened
e ticket owner Marketing & Sale 72079 1/2/2013
ervice request Service 72080 1/3/2013
r issued on service request submission. Procurement 72081 1/4/2013
request has been entered into the system Marketing & Sale 72082 1/10/2013
request (ticket) has been solved (closed). Procurement 72083 1/15/2013
number of days between opening and closing a ticket. Service 72084 1/16/2013
Procurement 72085 1/16/2013
Service 72086 1/17/2013
employee has spent on a ticket. Service 72087 1/18/2013
Service 72088 1/18/2013
Service 72089 1/19/2013
om an IT service desk ticket registration system. See the legend Procurement 72090 1/21/2013
mn. Procurement 72091 1/21/2013
re than one session on solving a request. For each session the Marketing & Sale 72092 1/23/2013
he 'spent' column. Service 72093 1/24/2013
Marketing & Sale 72094 1/31/2013
tered by Lee Brandon of the Service department on January 3, Marketing & Sale 72095 1/31/2013
3. The ticket's throughput time, therefore, was 2 days. This Service 72096 2/1/2013
aning that a helpdesk employee has spent two sessions on this Marketing & Sale 72097 2/1/2013
ession took 30 minutes and the second session took 1 hr and 30 Service 72098 2/2/2013
thus spent 2 hrs on this ticket in the two days the ticket was Service 72099 2/2/2013
er of tickets submitted per year, per month. (Number of Service 72102 2/7/2013
a slicer to select the department. Service 72103 2/8/2013
ge time spent on tickets for each of the service types. (Average Marketing & Sale 72105 2/11/2013
e type) Show times, not fractional numbers, on the value axis Service 72106 2/13/2013
highlight each row in the table that indicates an email service Procurement 72108 2/14/2013
mitted on a Friday in an odd month. Marketing & Sale 72109 2/23/2013
Service 72110 2/28/2013
Service 72111 3/1/2013
Service 72112 3/2/2013
Service 72116 3/8/2013
Service 72117 3/11/2013
Service 72118 3/12/2013
Service 72121 3/15/2013
Service 72124 3/20/2013
Service 72126 3/24/2013
Service 72127 3/25/2013
Service 72129 3/28/2013
Service 72134 4/10/2013
Service 72136 4/15/2013
Service 72137 4/18/2013
Service 72139 4/25/2013
Service 72141 5/6/2013
Service 72143 5/14/2013
Service 72145 5/18/2013
Service 72146 5/20/2013
Service 72147 5/25/2013
Service 72150 6/2/2013
Service 72153 6/9/2013
Service 72156 6/12/2013
Service 72160 6/19/2013
Service 72161 6/20/2013
Service 72164 6/28/2013
Service 72165 7/1/2013
Service 72167 7/9/2013
Service 72168 7/9/2013
Service 72170 7/18/2013
Service 72172 7/23/2013
Service 72173 7/23/2013
Service 72174 7/23/2013
Service 72176 7/31/2013
Service 72177 8/1/2013
Service 72178 8/3/2013
Service 72182 8/15/2013
Service 72183 8/17/2013
Service 72187 9/21/2013
Service 72190 9/28/2013
Service 72196 10/6/2013
Procurement 72199 10/12/2013
Procurement 72200 10/14/2013
Procurement 72201 10/15/2013
Service 72202 10/18/2013
Procurement 72203 10/20/2013
Marketing & Sale 72204 10/20/2013
Service 72205 10/20/2013
Service 72206 10/24/2013
Service 72207 10/28/2013
Procurement 72208 10/29/2013
Service 72209 10/30/2013
Service 72210 11/5/2013
Service 72213 11/8/2013
Procurement 72214 11/10/2013
Service 72215 11/11/2013
Procurement 72216 11/14/2013
Marketing & Sale 72217 11/14/2013
Procurement 72218 11/16/2013
Marketing & Sale 72219 11/16/2013
Service 72220 11/21/2013
Marketing & Sale 72221 11/21/2013
Marketing & Sale 72222 11/24/2013
Marketing & Sale 72223 11/25/2013
Marketing & Sale 72224 11/27/2013
Procurement 72225 11/30/2013
Service 72230 12/12/2013
Procurement 72231 12/12/2013
Procurement 72232 12/12/2013
Marketing & Sale 72233 12/14/2013
Procurement 72234 12/14/2013
Marketing & Sale 72235 12/15/2013
Marketing & Sale 72236 12/16/2013
Procurement 72237 12/17/2013
Marketing & Sale 72238 12/20/2013
Marketing & Sale 72239 12/22/2013
Service 72240 12/28/2013
Service 72241 12/31/2013
Service 72242 1/1/2014
Service 72243 1/1/2014
Service 72245 1/5/2014
Service 72252 1/19/2014
Service 72255 1/30/2014
Service 72256 2/1/2014
Service 72257 2/4/2014
Service 72262 2/21/2014
Service 72264 2/24/2014
Service 72265 3/16/2014
Service 72266 3/17/2014
Service 72270 3/26/2014
Service 72272 3/29/2014
Service 72275 4/15/2014
Service 72279 4/20/2014
Service 72280 4/24/2014
Service 72283 5/2/2014
Service 72286 5/12/2014
Service 72291 5/28/2014
Service 72293 6/3/2014
Service 72296 6/13/2014
Service 72298 6/18/2014
Service 72304 6/23/2014
Service 72308 7/4/2014
Service 72310 7/8/2014
Service 72313 7/10/2014
Service 72315 7/13/2014
Service 72318 7/21/2014
Service 72319 7/22/2014
Service 72321 7/31/2014
Service 72322 8/2/2014
Service 72325 8/5/2014
Service 72326 8/5/2014
Service 72335 9/2/2014
Service 72338 9/13/2014
Service 72341 9/16/2014
Service 72342 9/17/2014
Service 72343 9/17/2014
Service 72345 9/18/2014
Service 72346 9/19/2014
Service 72348 9/26/2014
Service 72349 9/26/2014
Service 72354 10/5/2014
Service 72355 10/9/2014
Service 72356 10/10/2014
Procurement 72357 10/15/2014
Service 72358 10/18/2014
Marketing & Sale 72359 10/19/2014
Procurement 72360 10/23/2014
Procurement 72361 10/28/2014
Service 72362 10/29/2014
Service 72363 10/29/2014
Service 72365 11/3/2014
Service 72367 11/9/2014
Marketing & Sale 72368 11/12/2014
Marketing & Sale 72369 11/13/2014
Service 72370 11/14/2014
Service 72371 11/16/2014
Marketing & Sale 72372 11/16/2014
Marketing & Sale 72373 11/16/2014
Procurement 72374 11/17/2014
Marketing & Sale 72375 11/23/2014
Procurement 72376 11/26/2014
Service 72377 11/27/2014
Service 72382 12/9/2014
Procurement 72383 12/10/2014
Procurement 72384 12/15/2014
Marketing & Sale 72385 12/15/2014
Service 72386 12/15/2014
Marketing & Sale 72387 12/21/2014
Service 72388 12/23/2014
Marketing & Sale 72389 12/25/2014
Procurement 72390 12/29/2014
Procurement 72391 12/31/2014
Service 72392 1/8/2015
Service 72393 1/9/2015
Service 72394 1/9/2015
Service 72398 1/31/2015
Service 72402 2/8/2015
Service 72405 2/20/2015
Service 72406 2/24/2015
Service 72410 3/12/2015
Service 72412 3/12/2015
Service 72414 3/20/2015
Service 72416 3/30/2015
Service 72425 4/23/2015
Service 72426 4/28/2015
Service 72427 5/5/2015
Service 72428 5/6/2015
Service 72430 5/20/2015
Service 72431 5/25/2015
Service 72432 5/27/2015
Service 72449 7/11/2015
Service 72454 7/22/2015
Service 72455 7/22/2015
Service 72456 7/23/2015
Service 72457 7/25/2015
Service 72461 7/30/2015
Service 72462 7/30/2015
Service 72464 8/5/2015
Service 72465 8/5/2015
Service 72466 8/7/2015
Service 72470 8/14/2015
Service 72473 8/22/2015
Service 72475 8/25/2015
Service 72479 8/30/2015
Service 72480 8/30/2015
Service 72482 8/31/2015
Service 72487 9/9/2015
Service 72492 9/25/2015
Service 72493 9/30/2015
Marketing & Sale 72495 10/13/2015
Marketing & Sale 72496 10/18/2015
Procurement 72497 10/23/2015
Procurement 72498 10/24/2015
Marketing & Sale 72499 10/26/2015
Marketing & Sale 72500 10/29/2015
Marketing & Sale 72502 11/18/2015
Service 72503 11/24/2015
Service 72504 11/27/2015
Service 72505 12/3/2015
Service 72508 12/7/2015
Procurement 72510 12/12/2015
Service 72511 12/12/2015
Procurement 72512 12/13/2015
Marketing & Sale 72513 12/14/2015
Service 72514 12/14/2015
Service 72515 12/19/2015
Service 72516 12/23/2015
Marketing & Sale 72517 12/23/2015
service_type spent
hardware defect ###
software defect ###
hardware defect ###
software defect ###
service request ###
hardware defect ###
purchasing reques ###
email ###
service request ###
email ###
hardware defect ###
software defect ###
software defect ###
software defect ###
email ###
email ###
email ###
hardware defect ###
service request ###
software defect ###
service request ###
service request ###
email ###
service request ###
service request ###
service request ###
email ###
software defect ###
software defect ###
service request ###
service request ###
email ###
email ###
email ###
software defect ###
software defect ###
service request ###
software defect ###
software defect ###
software defect ###
hardware defect ###
software defect ###
software defect ###
email ###
software defect ###
software defect ###
service request ###
hardware defect ###
hardware defect ###
software defect ###
email ###
email ###
email ###
service request ###
software defect ###
hardware defect ###
email ###
email ###
software defect ###
software defect ###
software defect ###
software defect ###
email ###
service request ###
service request ###
email ###
email ###
software defect ###
email ###
hardware defect ###
service request ###
hardware defect ###
software defect ###
service request ###
service request ###
email ###
hardware defect ###
hardware defect ###
software defect ###
software defect ###
software defect ###
service request ###
email ###
email ###
hardware defect ###
email ###
software defect ###
email ###
hardware defect ###
hardware defect ###
service request ###
email ###
software defect ###
email ###
email ###
email ###
service request ###
software defect ###
software defect ###
service request ###
email ###
hardware defect ###
email ###
email ###
hardware defect ###
hardware defect ###
service request ###
software defect ###
service request ###
software defect ###
service request ###
service request ###
email ###
service request ###
service request ###
software defect ###
service request ###
email ###
email ###
software defect ###
software defect ###
service request ###
hardware defect ###
hardware defect ###
hardware defect ###
hardware defect ###
service request ###
hardware defect ###
hardware defect ###
service request ###
email ###
software defect ###
email ###
hardware defect ###
email ###
hardware defect ###
service request ###
software defect ###
email ###
hardware defect ###
email ###
hardware defect ###
email ###
service request ###
hardware defect ###
service request ###
hardware defect ###
hardware defect ###
hardware defect ###
service request ###
email ###
email ###
service request ###
service request ###
email ###
email ###
service request ###
email ###
hardware defect ###
software defect ###
service request ###
service request ###
email ###
service request ###
hardware defect ###
hardware defect ###
email ###
service request ###
software defect ###
email ###
service request ###
service request ###
email ###
email ###
service request ###
email ###
service request ###
service request ###
software defect ###
service request ###
email ###
hardware defect ###
hardware defect ###
hardware defect ###
email ###
email ###
email ###
service request ###
email ###
software defect ###
hardware defect ###
software defect ###
email ###
hardware defect ###
software defect ###
email ###
email ###
service request ###
hardware defect ###
hardware defect ###
service request ###
email ###
service request ###
software defect ###
hardware defect ###
email ###
hardware defect ###
service request ###
service request ###
email ###
email ###
service request ###
email ###
hardware defect ###
email ###
email ###
hardware defect ###
email ###
hardware defect ###
hardware defect ###
service request ###
hardware defect ###
software defect ###
service request ###
email ###
hardware defect ###
software defect ###
hardware defect ###
email ###
software defect ###
hardware defect ###
software defect ###
software defect ###
email ###
email ###
software defect ###
service request ###
service request ###
software defect ###
hardware defect ###
hardware defect ###
email ###
hardware defect ###
email ###
software defect ###
software defect ###
software defect ###
service request ###
email ###
email ###
software defect ###
email ###
email ###
software defect ###
hardware defect ###
service request ###
software defect ###
email ###
software defect ###
software defect ###
software defect ###
hardware defect ###
service request ###
software defect ###
hardware defect ###
software defect ###
email ###
hardware defect ###
service request ###
email ###
email ###
hardware defect ###
software defect ###
software defect ###
email ###
service request ###
software defect ###
service request ###
email ###
hardware defect ###
email ###
email ###
service request ###
software defect ###
software defect ###
service request ###
software defect ###
email ###
service request ###
software defect ###
hardware defect ###
hardware defect ###
hardware defect ###
service request ###
hardware defect ###
email ###
software defect ###
email ###
software defect ###
service request ###
software defect ###
email ###
hardware defect ###
email ###
service request ###
service request ###
service request ###
software defect ###
email ###
hardware defect ###
email ###
hardware defect ###
software defect ###
email ###
software defect ###
service request ###
hardware defect ###
software defect ###
hardware defect ###
service request ###
hardware defect ###
hardware defect ###
software defect ###
hardware defect ###
service request ###
hardware defect ###
service request ###
email ###
service request ###
email ###
email ###
software defect ###
hardware defect ###
hardware defect ###
service request ###
email ###
software defect ###
email ###
email ###
service request ###
hardware defect ###
service request ###
hardware defect ###
service request ###
service request ###
software defect ###
software defect ###
service request ###
hardware defect ###
software defect ###
software defect ###
service request ###
hardware defect ###
Count - ticketno Years
date_opened 2013 2014 2015 Total Result
Jan 17 14 7 38 180
Feb 15 9 9 33 160
Mar 19 9 9 37
140
Apr 10 8 10 28
120
May 10 11 8 29
Jun 15 13 8 36 100
Jul 12 16 20 48 80
Aug 8 13 20 41 60
Sep 6 17 11 34 40
Oct 19 12 7 38 20
Nov 16 14 4 34
0
Dec 16 14 13 43 n b ar r
Ja Fe M Ap
Total Result 163 150 126 439
service_type Average - spent

email 01:45:27 AM
hardware defect 01:28:53 AM
purchasing request 01:46:53 AM
service request 01:36:37 AM
software defect 01:53:17 AM
Total Result 01:42:28 AM
This shape represents a
Number of tickets slicer. Slicers are supported
180 in Excel 2010 or later.
160
140 If the shape was modified
120
in an earlier version of
Excel, or if the workbook
100 Years 2013 was saved in Excel 2003 or
80 2014 earlier, the slicer cannot be
60 2015 used.
40
20
0
n b ar r ay n l g p t v c lt
Ja Fe M Ap M Ju Ju Au Se Oc No De esu
lR
ta
To
Average spending time per ticket

02:00:00 AM
01:45:00 AM
01:30:00 AM
01:15:00 AM
01:00:00 AM
12:45:00 AM
12:30:00 AM
12:15:00 AM
12:00:00 AM
email hardware purchasing service software Total Result
defect request request defect
his shape represents a
licer. Slicers are supported
n Excel 2010 or later.
f the shape was modified

n an earlier version of
xcel, or if the workbook
was saved in Excel 2003 or
arlier, the slicer cannot be
sed.
0.010417
0.083333

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department owner ticketno date_opened date_closed tpt

Marketing & Sales Fitzgerald, Harry 72079 1/2/2013 1/5/2013 3

service_type Average - spent

Average spending time per ticket

f the shape was modified

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