PropertyLink SNOW Issue Management Training

A calm office environment with team members collaborating over a computer, showcasing a digital interface with incident management elements, emphasizing teamwork and efficiency in IT service management.

PropertyLink SNOW Issue Management Training Quiz

Test your knowledge on the SNOW Issue Management process within PropertyLink with this engaging quiz. Designed for BSS team members, this quiz covers various aspects crucial for effective incident management.

12 Multiple Choice and Checkbox questions
Immediate feedback on your answers
Enhance your understanding and improve service delivery

12 Questions3 MinutesCreated by ResolvingWave251

When an Incident first enters the SNOW queue it is assigned to the group:

PropertyLink-Business-Support-AO

Thirdparty-AO-ACN-MTP

PropertyLink-Resolver-Group-AO

PropertyLink-AO-ACN-MTP

When an incident enters the SNOW queue it is assigned to:

A random BSS team member

No one, it must be assigned by someone in the BSS team

Automatically assigned to the BSS member who is most available according to the SNOW System

Natalie McPhee or Anthony Ciamapa to assign to a BSS member

If IT fix the issue rather than a BSS Team Member, who do we prefer to resolve the ticket in SNOW:

The BSS will resolve the ticket following confirmation of the fix

IT will resolve the ticket after a BSS has advised them to do so following confirmation of the fix

BSS will advise the TCO and/or SM of the fix and they will resolve the ticket

BSS or IT communicate the fix to the User and they will resolve the ticket

If a ticket has been lodged via the IT Self Service Portal what will the Short Description of Issue field be prefixed with in the SNOW System

PROPERTYLINK QBE -

PropertyLink-MTP

PROPERTYLINK-ACN

PropertyLink Business Support AO

Which of these is a trigger to automatically send emails to the person in the End User [Caller (End User) field]. (hint: they are check boxes, multiple answers may be right):

A new ticket is logged

The "Do not send customer notification" box is unticked

A ticket is assigned

Additional Customer Notes (Customer visible) field is updated

The "Pending reason = Awaiting customer response" and the "Do not send customer notification” checkbox is unticked

As part of the monitoring process checking the status and activities on a SNOW ticket includes which activities (hint: they are check boxes, multiple answers may be right):

Where should BSS Team Members go to seek guidance and authority on the severity and priority of an issue:

The BSS Team Leader

The Product Owner (Natalie Eyles)

The Process Owner (Anthony Ciampa)

The individual BSS will have to determine the priority and severity of their issues.

What does this icon do:

Assign to me

Contact the End User

Open a list of other BSS Team Members to assign to

Contacts IT Support

What is the initial SLA for a BSS Team Member to triage a system related issue or processing issue:

Within 24 hrs of notification

Within 6 hours of notification

Within 60 min of notification

Within 30 minutes of notification

As a BSS Team Member your expected communication channels will include (hint: they are check boxes, multiple answers may be correct):

End User (level 0)

BPS (level 1)

QBE Third Party Application Support Team (level 3)

ENData (level 4)

There is an identifier in emails generated out of SNOW in the format of "Ref:MSG#". What should a BSS Team Member remember about this identifier:

BSS should not remove this identifier

BSS should remove this identifier

BSS should replace this identifier with PropertyLink-AO

BSS should replace this identifier with the Incident number

When does the filtered view under the Notes tab of a ticket change:

When you move between tickets

It does not refresh until you modify it

When you update a ticket

When you double click the filter icon

PropertyLink SNOW Issue Management Training

PropertyLink SNOW Issue Management Training Quiz

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