Date: 13/8/2021
Duration: 30 Minutes Skype Meeting
Attendees: Shell Service Desk team (6am-3pm, 2pm-11pm IST shift Employees)
Hosted Nivedita Kathirvelu and Tamilarasi
Agenda Item: Process Updates

Time: 2:30 PM to 3:00 PM

Minutes of Meeting:

Service Desk

1. Smartcard Templates

Short Description name Usage

Issues related to Smartcard reader hardware issues or damaged

Smartcard – Hardware/Driver Issue
smartcards

Requests related to assistance in activating smartcard of new users for

Smartcard – New user / Activation
first time

Smartcard – Certificate Renewal

Requests related to assistance in renewing certificates
assistance

Requests related to assistance in activating replacement smartcard of

Smartcard – Replacement card setup
existing users

Request for Emergency password due to reason – Broken or Lost SC.

Smartcard Emergency password –
Also if the users machine has issues with Smartcard hardware/reader
Broken/Lost/Hardware
and need emergency password until OSS fixes the issue.

Smartcard Emergency password –

Requests for Emergency password because user forgot the Smartcard
Forgotten

Smartcard Emergency password –

Requests for Emergency password as it is required to setup PingID
Ping ID Setup

Smartcard Emergency password – Requests for Emergency password as the user is new joiner and yet to
New Joiner without Smartcard receive the smartcard

Smartcard Unblock All requests related to Smartcard Unblock issues.

 2. My IT Accessibility Support (MIAS)

 Inclusion: IT Accessibility Software and Hardware related queries. Software installation and
troubleshooting with the help of vendor support. Any accessibility support for other software
(example : Screen contrast, font size…)
 Exclusion:  Any other issues except IT Accessibility Software and Hardware is out of scope.  If a
call were to be received by the IT Accessibility Desk that is not related it is to be transferred to
the correct desk for assistance.
 What are the applications supported by My IT Accessibility Support team?
 List of software supported by MIAS
 What are hardware queries supported by My IT Accessibility Support team?
 List of hardware queries supported by MIAS
 How Accessibility users will contact the MIAS team?
 Call : IT Service Desk and use Interactive Voice response (IVR) options 1 and 8 after the initial
greeting to reach the My IT Accessibility Support Desk.  Note: Option 8 is an unannounced
option in the menu.
 Self-Service : Customer can use KB0141578 to submit a Self Service Ticket
 Email : NONE – MIAS is supported via phone and self-service for contact only

3. CNR Process for Islamic Countries

 As Friday is the Islamic day of worship, the Islamic work week is Sunday to Thursday with Friday
and Saturday being the weekend.
 Do not send any strike emails to the following countries listed above during their weekend.
 Kindly endorse your tickets to the weekender team (especially those with shift during Sunday)
for follow-up emails.
4. ServiceNow Instance Upgrade

5. SAP Downtime activities

 6. ServiceNow: Renaming of Catalog Item "Productivity
Workspace Applications"

 The catalog name “Productivity Workspace Applications” has been renamed to “Enterprise
Software and Tools”.
 A Yammer communication will be sent to the end-users. Service Desk may get calls regarding
the unavailability of the catalog during this time, please inform the team that the name has
been changed to Enterprise Software and Tools and ask them to search with the new name.