Drive
MIC
Network
100

What is the self-serve tool that allows users to submit folder requests for J & Q drive?

J drive tool

100

What is the number of the TELUS CSM on-call line?

1-844-693-8124

100

For single network issue that you are unable to resolve, where will you route the ticket?

IS3 - Desktop Support

200

If user require access to P drive, where can they request access?

None. By default BC Hydro users has access to P drive

200

What is the KB article of the CCL High Priority template?

KB0055902

200

What are the 3 type of users that reports a network outage?

TELUS Enhanced group (NCSC West Service Desk)
NOS NETWORK OPERATIONS
 End Users  

300

What are the 3 ways on mapping a shared drive provided in KB?

Drive Mapping Tool

Use the "net use" command

  1. Open cmd prompt in admin mode
  2. Type command net use J: \\bchydro.adroot.bchydro.bc.ca\data

Map a network drive to get to it from File Explorer in Windows 

  1. Open File Explorer
  2. Select This PC from the left pane
  3. On the Computer tab, select Map network drive
  4. In the Drive list, select a drive letter
  5. In the Folder box, type the path of the folder
    To connect every time you sign in to your PC, select Reconnect at sign-in.
  6. Select Finish
300

What are the responsibilities of the BC Hydro Major Incident Coordinator (MIC) Team?

The BC Hydro Major Incident Coordinator (MIC) team manages all Priority= 1-Critical and Priority= 2-High incidents.
The MIC team facilitates the timely restoration of service, by coordinating effort across multiple teams.
They perform a post-incident review of the outage, impacts, and next steps.

300

What is the priority of the site: SYA - Seymour Arm Capacitor Station? 

2

400

On what drive the folder "Respectful Workplace" is located? Provide the full path

J: \\BCHYDRO\DATA\CORPORATE OFFICE\ETHICS AND MERIT OFFICE\Respectful Workplace


400

Provide 4 telus group (Provide their assignment group name in SNOW)

AS3 - Apropos

AS3 - Citrix Server

AS3 - IT Security App Support

AS3 - Middleware

AS3 - Server Messaging

AS3 - SharePoint Server

IS2 - Network

IS2 - Server Backups

IS2 - UNIX

IS2 - WinTel

IS3 - Active Directory

IS3 - CAWA Support

IS3 - CIDC Facilities

IS3 - Desktop Refresh

IS3 - Desktop Software Deployment

IS3 - Desktop Support

IS3 - Event Monitoring

IS3 - File Services

IS3 - IT Security Infrastructure

IS3 - KIDC Facilities

IS3 - Litigation Hold Review

IS3 - Network

IS3 - Performance Capacity

IS3 - Production Control

IS3 - Server Backup

IS3 - Storage

IS3 - UNIX

IS3 - UNIX NERC

IS3 - Win10 Desktop

IS3 - WinTel Servers

IS3 - WinTel Servers NERC

SD1 - IT HelpDesk


400

Give the different wireless network for BC Hydro

BCH Corporate

BCH Contractor

BCH Guest

BCH-Mobile

BCH Staff

500

Does Katherine Balahadia has access to the shared drive \\BCHYDRO\MISC$\APPS\FUJITSU\TEAM-GIS?


YES. USER HAS ACCESS

500

Without looking to KB/ Notes provide the step by step process in performing MIC procedure.

  1. Complete the CCL high priority ticket template and add it to the Description field of the INC.
    EXCEPTION: For P2 WISKI incidents, the template is not required (do not ask the Caller any additional questions if they report an "Urgent WISKI issue"), but all other actions must be performed.
  2. Assign the Incident to the applicable group as per documentation, and Save the Incident.
  3. Contact the assignee groups and document all interactions in a Work notes entry:
    FORTHEN

    TELUS assignee group (The SLA Group field found in the Group Info record contains the word "Telus")

    Refer to the Assignment group contact procedures in ServiceNow (view the Group Info record) and contact the group to advise them that a new Major Incident has been assigned to them.

    Non-TELUS group
    (BAS, Fujitsu, BC Hydro)

    Refer to the ECL and make the required callouts to advise them of the new ticket

  4. Call the BC Hydro MIC 
  5. Only for tickets assigned to a TELUS assignee group, call the TELUS CSM on-call line at 1-844-693-8124
  6. Add the Major Incident ticket information to the ITSD Whiteboard
  7. Advise the OSM of the P1/P2 incident; an FEM will be posted, if required
500

For wireless network outage issue, Do we create separate ticket per location? 

No

M
e
n
u