SD Team basic 1.pptx new 111111111111111

SD basics

1. Service Desk Team July 31st, 2024

2. Agenda Introduction Overview of the team's purpose and role ServiceNow (SNOW) Tool - An Enhanced Learning Overview Handling Incidents and Requests/Incident Management Best Practices Understanding Priority Metrics-Service Level Activities and Learning Technical Sessions Service Manuals /PAIR Practical Application & Case Studies Assessments 2

3. Purpose Responsibilities Ensure smooth IT operations Provide responsive support Enhance end-user satisfaction First Line Support: Troubleshoot basic hardware, software, and network issues. Incident & Request Management: Log and prioritize incidents &requests for quick resolution Communication: Serve as a liaison between end users and IT departments Proactive Monitoring: Addressing potential issues before they escalate. Reduce overall TAT / Down time. Roles and Responsibilities 3

4. 4 Service Now –The SNOW Tool ServiceNow Overview What is ServiceNow? Navigating the ServiceNow Interface Difference Between Incident and Service Request

5. Incident Management Procedure 5 Acknowledging Incident Placing on Hold Prioritization based on SLA (P4 to P1) Categorize Closing Incidents (KB articles) Understanding ServiceNow Request (REQ), Request Item (RITM), and Service Catalog Task (SCTASK)

6. Service Level 6 Priority Description Response Time Response Schedule Resolution Time Resolution Schedule Time Zone P1-Critical Impacts entire Organization of a branch/complete business down. A large number of staff of customers affected and/or not able to do their job. 30 Minutes 24*7 4 Hours 24*7 N/A P2-High Impacts a larger group/major component of client’s ability to operate. A large number of staff are affected and/or accurately disadvantage in some way. 2 Hours 8*5 Weekdays 8 Hours 8*5 Weekdays The caller's time zone P3-Moderate Impact efficient operation but not the core business functions. A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra efforts. 4 Hours 8*5 Weekdays 2 Days 8*5 Weekdays The caller's time zone P4-Low (default for Incident Tickets submitted by end-user) Impacts one or two users and doesn’t impact core business functions. Able to deliver an acceptable service but requires extra efforts. 8 Hours 8*5 Weekdays 5 Days 8*5 Weekdays The caller's time zone

7. Activities and Learning 7 Daily hands-on creation of multiple incidents and requests Setting up favorites in ServiceNow Discussion on P.A.I.R process SLA metrics and documentation Group discussion on the Technical incidents from production issues

8. Password SOP Basic Network issues Active Directory management (User account issues/GD) Demonstrations of domain controller setup and user-Discussion Bluescreen of Death Basic Printer issues Technical Sessions 8

9. Service Manuals /PAIR 9 Service Desk Ticket Template to be put in the resolution field ISSUE: [Brief description of the issue] DESCRIPTION: [Detailed description of the problem, including any error messages or specific symptoms] STEPS TO RESOLVE : [Step 1] [Step 2] [Step 3] [Additional steps as needed] RESOLUTION: [Final solution and confirmation that the issue has been resolved]

10. Practical Application & Case Studies 10 Group discussions on technical incident handling Team reviews more 30 +INCs daily to understand technical issues

11. Assessments 11

12. THANK YOU