Andal's Flashcard

Front

How do you raise a ticket in SNOW? 💡 Think about your go-to method when you need to create a ticket.

Back

I use the Martech Portal form to raise it!

Answer explanation

Use the MarTech form:

https://roche.service-now.com/rose?id=nr_sc_cat_item&table=sc_cat_item&sys_id=47f59cd2879f0a1ca57d87730cbb3591&recordUrl=com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1&sysparm_id=47f59cd2879f0a1ca57d87730cbb3591

Front

3. How often do you follow up with affiliates for inputs on incidents in progress?

📅 Keeping track of progress is key!

Back

Every 2 days! Keeping things timely.

Answer explanation

Use the additional comments to make sure it reaches the affiliates, not the work notes.

Take slide 9 from here for additional guidance: https://docs.google.com/presentation/d/199BQ6hI3EeKzMtAPaYHxvZLrGLYBuYRWEdKXu3R51dA/edit?slide=id.g2171974a6f6_0_441#slide=id.g2171974a6f6_0_441

Front

How often do you add comments to IQVIA for following up on incidents in progress? ⏳ How do you keep the ball rolling with IQVIA?

Back

I add comments every 2 days to stay on top of things.

Answer explanation

I flag tickets to discuss in daily standup that are still unanswered after 3 days and two reminders to Priya, Kirshanth, and Khaleel – just to keep things moving! 🚦

Do not take slide 9 from here for additional guidance: https://docs.google.com/presentation/d/199BQ6hI3EeKzMtAPaYHxvZLrGLYBuYRWEdKXu3R51dA/edit?slide=id.g2171974a6f6_0_441#slide=id.g2171974a6f6_0_441

Front

Who should leave the last comment when we check the ticket at any point? 💬 *You’re in progress. Who should make the last comment on the ticket?*

Back

DataOps - stays on top of it!

Answer explanation

DataOps Thumb Rule: The last comment on any ticket reflects proactivity and reduces questions about why the ticket hasn't been updated.

Front

6. What should the status be when we’re waiting for IQVIA’s input?

🔄 What status best describes this situation? Options: On Hold – Awaiting Vendor (IQVIA, in this case!), On Hold – Awaiting Change (Waiting for a tweak!), On Hold – Awaiting Requestor (We’re waiting on the requestor!), In Progress – Things are moving forward!

Back

On Hold – Awaiting Vendor (IQVIA, in this case!)

Answer explanation

"On Hold – Awaiting Change" is typically used for change requests that are already in progress. In these cases, we usually create service requests for CTR and close the incident as a best practice.

Front

What should be the configuration item for MDM tickets? ⚙️ When it comes to MDM tickets, what is the configuration item we should choose?

Back

EpiCX Relitio MDM – for all things MDM!

Answer explanation

Oops, looks like there’s a spelling mistake, in Reltio as Relitio! 😅 I’m reaching out to David and will keep you updated!

Front

10. Who should be the affected user for a ticket from EMEA?

🌍 How about tickets from EMEA? Who is the affected user in this case?

Back

David Vizinha – trusted with this responsibility!

Answer explanation

The dashboards are being impacted by a significant spike in tickets for Canada and India, causing EMEA tickets to show up in the APAC dashboard if you set yourself as the user.

However, Gaurang, feel free to keep your name for APAC!

For LATAM, I will keep you posted 🙈

Front

Poll: Do you have access to the dashboard for the daily EMEA standup call? 🔄 Let us know if you have access to the dashboard for your daily standup call!

Back

Yes, I have it; Maybe, let me check with my cluster lead; No, what is it?

Answer explanation

If not, just reach out to Priya on chat with your EpiCX ID and email 📩. Priya will take it from there and discuss with David! 💬👥

Please find the dashboard link: https://roche.service-now.com/now/nav/ui/classic/params/target/%24pa_dashboard.do%3Fsysparm_dashboard%3D57f385a08787da90d8f487340cbb35c6%26sysparm_tab%3Dfa1401e08787da90d8f487340cbb35ad%26sysparm_cancelable%3Dtrue%26sysparm_editable%3Dfalse%26sysparm_active_panel%3Dfalse

Front

Who should be the affected user for a ticket from Germany not raised by an affiliate? 🇩🇪 When a ticket comes from Germany, who should be marked as the affected user?

Back

The German affiliate team - keeping it transparent?

Answer explanation

Transparency is key! I won’t hide any tickets I raise for Alex from him, so let’s keep it that way. 🔑👀

Front

If an incident is received and it's a service request, what category should it fall under? 📋 An incident is here – but it’s a service request! What’s the correct category?

Back

Inquiry/Help – for general inquiries.

Answer explanation

I was shocked too! 😲 The category will be Inquiry/Help, but the subcategory is Service Request. 📋🔧

Please refer to slide 12: https://docs.google.com/presentation/d/199BQ6hI3EeKzMtAPaYHxvZLrGLYBuYRWEdKXu3R51dA/edit?slide=id.g21c1e998a6d_0_0#slide=id.g21c1e998a6d_0_0