EUV
What does EUV stand for?
End User Verification
Where in Service Now can I update my primary assignment group?
At the top of SNOW click on the drop down next to you name select profile, update primary assignment group field and save.
How can I search for a colleague is active directory?
Where would a colleague go in order to order standard company software for their computer?
Visit the tech central website select order software from the homepage locate the needed software and request via the appstore.
What field in an INC is utilized to document our work notes?
Description Field
How many security questions does the colleague have to answer correctly?
3
What is the Restricted Data Field utilized for?
Copying and pasting the approval conversation for EUV process
Listed within the active directory profile description labeled vendor: vendor name
Where do I go in order to set up my EUV QA's or SMS for verification?
Visit the tech central website at the top right corner of the page select your name and from the drop down menu select Manage Security Settings, Here you can set up your EUV questions or go to the SMS Verification tab and set up the SMS Verification for EUV.
What is the format for the short description in your INC ticket?
Where in Service Now do you go in order to verify your caller SMS or QA?
Password Reset>Service Desk in order to access the Password Reset Assistance
When is the CDS call type utilized?
Not authorized for use by Service Desk Agents
Where in active directory can I verify a group access?
Member Of Tab
Verify the colleague you are speaking to is the account owner or an authorized user on the excel sheet located on the generic ID KB, verify EUV if you are speaking to the owner or AU and perform the unlock via AD.
Which Team Specific Code should you use when resolving an INC?
All Other - Team Code N/A
If a colleague fails to answer their security questions correctly, where do you locate their manager to contact for approval?
Within Service Now the I icon next to the service recipient contains the employees profile with their ESI manager to be contacted for approval.
Account password resets and unlocks should always have what Impact of Issue option selected within the Priority Matrix tab in an INC ticket?
Outage / Non-Functional
When loading Active directory for the first time what is the proper way to load it here at HS?
Run Active directory as different user, login to active directory as Admin (CyberArk Credentials)
How would a colleague go about requesting access to a specific global group?
search for the correct access form in Tech Central
In what knowledge search view can I locate inactive knowledge articles?
Knowledge All
How can you verify that a managers peer is indeed a peer of the colleagues manager?
Multiple ways to locate organizational charts but utilize an oranizational chart and verify both the manager and peer report to the same manager and they are the same band level.
How can I identify that I am speaking to an HS, Cigna or Evicore Colleague within Service Now?
Under the employee information check the Legacy Employee Indicator section.
How do you identify that AD account is disabled when you pull it up in Active directory?
When you pull the account up in AD there is a downward pointing arrow in front of the image of the person, you can also open the profile and go to the account tab at the bottom there is a section that states account is disabled, verify that it is checked
The colleagues manager is added to the primary contact field, the Ticket should be on Hold State, and the ticket will be assigned to the service desk agent placing the ticket on security vouching hold.
If you can't find a KBA for an issue, where should you search for information next?
Attempt using the global search feature within ServiceNow