Date: 10/6/2021
Duration: 20 Minutes Skype Meeting
Attendees: Shell Service Desk team (6am-3pm, 2pm-11pm IST shift Employees)
Hosted Nivedita Kathirvelu and Neeta Kummarwar
Agenda Item: Process Updates

Time: 2:30 PM to 2:50 PM

Minutes of Meeting:

Service Desk 

1. ServiceDesk's Scope of Support for Devices That Are Disabled

From Not Installing Windows Updates

 Shell sent out several email communications / reminders to users about the computers that did
not download or install the recent Windows Updates, but despite of all reminders sent out
there’s still machines that were not properly updated.

 Expect that owners of the devices will contact the Service Desk team to ask for assistance.
ServiceDesk required to follow the action defined below:
 On attached file is the list of devices that get disabled because the latest update was not
installed
 Guide user how to raise a request in PC Reactivation
 Since affected user cannot initiate in raising a request because they cannot login to computer
due of disabled machine status, Service Desk team will make an effort to help user raising the
ticket through their colleague or Line Manager
 Create an Incident Ticket
 In assisting the user in raising a request ticket through a colleague / Line manager, we need to
monitor the RITM ticket until the computer gets enabled
 The INC ticket needs to be pending with L1 Service Desk
 Once the machine gets enabled the associate needs to continue in assisting user to get the
Windows Update(s) applied in the machine
 Ensure the machine is patched with the May patch
 Advise users that to ensure that any pending Windows Updates available in the Software Center
under Updates


 If users encountering issues to install updates or updates are not visible in the SCCM, apply the
troubleshooting process we have for SCCM within L1
 After L1 applies the troubleshooting steps within L1 scope escalate the issue to RDM team if
issues remain

2. ServiceNow template for Low disk space

 Shell employees normally experience a full memory/low disk space on their C Drive, then they
will report issues on low disk space or memory on their machine.
 Operations of ServiceDesk initiated to create a template that appropriate to use by the team
 Please use the following template for a system memory clean-up, and make sure to fill out all
the relevant information on the description field.
 Service now Template to use:

Category Hardware

Subcategory Memory

Configuration Item Machine ID / Asset ID

Service Offering TCS Computer

Service TCS

3. Connext Transition Status Report 02-Jun-2021

 Last week we successfully deployed the second Local Area Network (LAN) transition, this time
for the APAC region with a 98% success-rate;
 Mid-weekly fall-out changes are ongoing to cut over the AT&T assets that we could not
transition to Shell as part of the weekend transition;
 Changes to TACACS read-only settings are being tested and are planned to be implemented this
week to allow for additional read-only commands as required by Business SOM’s and Designers;
 We are ready to deploy the third and final LAN transition which is for the US region coming weekend.

4. Data Exfiltration Controls (DEC) Exception Process for USB_V2

 If Shell users contacted Service Desk and wondering why they are unable to access Personal
Webmail, File share site, unable to file transfer using Bluetooth and unable to copy data to the
USB Storage device:
 ServiceDesk will educate the user for the exception process applied based on the KB article
provided
 Provide the end user KB article (depends on what presented of user that unable to access)
 Close the ticket in L1 level
 Shell user stated that they already followed the KB article, but haven’t receive any feedback
from support team, or they were granted exception but still unable to access:
 Create an incident ticket and escalate the issue to next level of support
 Support information provided in the respective KB of DEC Exception Process For Personal
Webmail, Filesharing sites, Bluetooth File Transfer Access and USB Block policy- Storage Device
 Check All related KB Articles for DEC Exception Process – consult Leads or SME’s for any further
clarifications before escalating the ticket
 ServiceNow Template to use:
  ServiceNow Classification:

Category

Subcategory

Configuration Item To be followed.

Service Offering

Service