Service Now

What is a Pusback?

• When a user asks to speak to a supervisor

• When an incident is sent back to L1

• A tool used to organize pending requests from users

• The procedure that a supervisor follows to escalate an issue to a provider

What are Hot News?

• Special handling notes for new software or hardware

• Updates for technicians regarding new policies in the company

• Chat messages left by restaurants in individual cases

What is the only case in which we can help restaurants without a contact with ATOS?

• P2 issues

• If the restaurant owner is on the line

• P1 issues

• If assigned by a supervisor

What are the tpes of urgencies that we put in the urgency portion of a new ticket?

• P1, P2, P3

• Outage, Standy, New user

• Troubleshooting, P1, P2

• P1, P2

What are the two ways to access knowledge?

• KM Search and VHQ

• Incident Menu and VHQ

• KM Search and ServiceNow

• Knowledge Base L1, Knowledge Base L2

What article can be used if we have are presented with a duplicate case?

• KB0105010

• KB0105014

• K0000010

• KB0105008

What is one of the function of Knowledge?

• Provide technician with information to solve issues

• Raise issues to other departments for further troubleshooting

• Register all of the customers information and describe the incident

What Is Service Now?

• A virtual to do list where we keep records of calls, potential solutions and pending tasks

• A training platform used to train onsite technicians and restaurants

• A tool used to access comand scripts and perform ping tests