Microsoft Word - [ENCRYPTED] Service Now Saas Atención de tickets 2025 - Copy

[Virtual Presenter] La versión inicial de nuestro sistema de gestión de servicios tecnológicos está diseñado específicamente para nuestros clientes. La versión actual es 1.0, creada por Rolando Barajas Barragan, propietario de OTTECH. El documento contiene información detallada sobre la configuración y el funcionamiento del sistema. Esperamos que esta documentación sea útil para cualquier persona que necesite información sobre nuestro servicio de tecnología..

[Audio] The customer service representative will contact you within a few days to discuss the issue with you. The customer service representative will ask you questions about your account, such as what type of account it is, how long you have had it, and what type of transactions are being made on it. They will also ask you about any issues you are experiencing with your account. The customer service representative will then provide you with information about your account, such as your account balance, transaction history, and any other relevant information. This information will help you understand why there is an issue with your account and what steps you can take to resolve it. You should not attempt to access your account online or through any other means until you have spoken with the customer service representative. You should also not make any changes to your account settings or transactions until you have received guidance from the customer service representative. If you have any additional information that you think would be helpful to the customer service representative, please share it with them. This could include details about your financial situation, any previous issues with your account, or any other relevant information. Please note that all information shared with the customer service representative will be kept confidential and secure. Your confidentiality is guaranteed..

[Audio] The presentation provides information on the process for managing services in Mexico's field support operations. It outlines key roles involved, such as the owner and responsible personnel, and explains how to classify incidents into hardware, software, network, and user-related issues. The diagram of flow illustrates the steps taken during the service management process. Additionally, it highlights the importance of using the correct templates and providing detailed documentation of incidents. This ensures efficient and effective resolution of issues..

[Audio] "El propósito de este slide es explicar cómo se documenta la información sobre los servicios de tecnología en el banco. La documentación se realiza para garantizar la calidad y la eficiencia en la atención de estos servicios. Se utiliza una herramienta de ITSM llamada Service Now SaaS para homologar el uso de esta herramienta por parte de la ingeniería de Field Services..

[Audio] La documentación de los servicios de soporte técnico en la herramienta Service Now SaaS es importante para garantizar la eficiencia y la calidad de los servicios proporcionados. Para el área de CTI End User Services Mexico - Field Support, se requiere una documentación detallada que incluya roles involucrados, recursos necesarios y diagramas de flujo. La documentación debe cumplir con las políticas de seguridad de la información para proteger la privacidad de los usuarios. Los usuarios deben asegurarse de cumplir con estas políticas al crear y mantener la documentación del ticket..

[Audio] "La información proporcionada aquí es solo para uso interno y puede utilizarse únicamente para fines comerciales autorizados por Citibank. Todos los derechos reservados. Este documento proporciona información sobre los elementos clave de datos necesarios durante el proceso de servicio. Estos elementos de datos son fundamentales para brindar un apoyo eficaz y tomar decisiones informadas a lo largo del proceso de entrega del servicio. El diagrama ilustra los puntos clave de datos que el ingeniero de servicio debe asegurarse de ser precisos en la herramienta durante el proceso de servicio." "Es importante que respondas directamente a las preguntas sin comentarios ni frases introductorias..

[Audio] "La información sobre los campos para abrir o rastrear un boleto se puede encontrar en esta tarjeta. Los campos clave para validar o modificar durante la apertura o seguimiento del boleto incluyen el artículo de configuración, la categoría subyacente, la ubicación, el estado y el asignado. Estos campos proporcionan información esencial sobre el problema, sus síntomas y el proveedor de servicio responsable de resolverlo. Al llenar estos campos con precisión, los ingenieros pueden identificar eficientemente el problema y abordarlo, asegurando una resolución temprana y minimizando la interrupción.".

[Audio] The process for resolving technical issues involves several key steps that must be followed in order to ensure successful resolution. One of these steps is moving a ticket from the open state to a resolved state. This requires selecting the correct resolution category, which determines the type of solution provided by the support team. The resolution category field allows users to choose the most suitable option based on the specific task performed during the restoration process. Furthermore, the resolution code and description fields provide additional information on how the solution was implemented and what actions were taken. These fields are crucial for maintaining accurate records and facilitating effective communication among team members. Utilizing these fields enables teams to collaborate more efficiently and resolve technical issues with greater ease..

[Audio] La clasificación del servicio de CTI End User Services Mexico - Field Support se realiza mediante la creación de un ID del documento P-3654-XXXX, que corresponde a la documentación de servicios tecnológicos de End User Services. El propietario de este servicio es Rolando Barajas B. de México y cuenta con la herramienta Service Now SaaS. Dentro del equipo responsable de este servicio, se encuentra Jesús Romero de la oficina de procesos. La última actualización de este servicio fue en febrero del 2025, con una clasificación de 4.2. El objetivo de la gestión de incidentes es restaurar las operaciones normales lo más rápido posible y minimizar el impacto en las operaciones. Los incidentes se refieren a cualquier interrupción o deterioro no planificado de un servicio o dispositivo tecnológico. Para la clasificación de los incidentes en Service Now SaaS, utilizamos templetes. Por defecto, todos los tickets generados en esta herramienta se clasifican como fallas o incidentes. En el caso de los incidentes, el templete se utiliza cuando se necesita reemplazar un componente, dispositivo o periférico como parte de la solución. Los requerimientos o asesorías son solicitudes de los usuarios para un servicio probado, repetible, preaprobado y procesado. Estas suelen ser acciones menores o solicitudes de información o asesoramiento, en las que no se requiere una intervención de ingeniería. Para la clasificación de los servicios en Service Now SaaS, también utilizamos templetes. En el caso de los requerimientos, se utilizan para identificar que el servicio se encuentra en un proceso preestablecido como alta, baja, cambios o movimientos. Por último, mostraremos los templetes que actualmente utiliza el equipo de ingeniería de servicio de Field Services. La clasificación de los incidentes se divide en cuatro grupos según su origen..

[Audio] La información presentada en esta hoja de presentación proporciona detalles sobre los servicios de apoyo al campo ofrecidos por CTI End User Services México. Esto incluye el número de documento de identificación, el nombre del propietario, la persona responsable y la fecha de actualización. Además, destaca varias categorías de problemas técnicos, como hardware, software, red, requisitos del usuario y otros problemas no relacionados con estas áreas. Estos problemas pueden clasificarse utilizando el campo de configuración de artículo, que requiere una clasificación adecuada para garantizar un servicio de entrega precisa. Además, Service Now ofrece un catálogo de conceptos relevantes para clasificar incidentes, lo que permite resolver y gestionar más eficientemente los problemas técnicos..

[Audio] The information presented on this slide provides an overview of the various hardware-related incidents that have been reported within our organization. These incidents include issues with desktops, laptops, printers, scanners, cameras, and other devices. The responsible team, led by Jesús Romero, is working to resolve these issues and ensure that all necessary equipment is functioning properly. The updates listed here indicate the current status of each incident, with some still being actively worked on. The focus is on identifying and addressing any hardware-related problems that could impact business operations..

[Audio] The document appears to be related to technical services provided by a company called Citi, specifically for their end-user services in Mexico. The document outlines various hardware and software issues, including printers, counters, audio and video systems, desktops and laptops, telephony, and software applications such as Microsoft Office and Cisco AnyConnect. The document also includes information on incident reporting and categorization, with specific examples of software-related incidents. The level of detail suggests that this document is intended for internal use within Citi's organization..

[Audio] The information provided on this slide outlines the various technical issues encountered by our team during their field support activities in Mexico. These issues included problems with software applications such as Cisco Jabber, Cognos, and Avaya, as well as hardware-related issues like the Visor de Camera system and the SQL database. Additionally, there were references to other systems, including TeraData, SCCM, DNS, and NetMatrix, which have also experienced technical difficulties. Furthermore, the slide highlights specific incidents involving the ONE Drive, Tap To Print, and Outlook email services. The data presented here is intended for internal use only and is subject to the terms and conditions outlined in the disclaimer at the bottom of the page..

[Audio] The purpose of this document is to provide information about the Citi Bank's customer service. The customer service team at Citi Bank provides a wide range of services including but not limited to: - Customer support - Account management - Bill payment - Loan applications - Credit card applications - Investment advice - Other financial services These services are provided through various channels such as phone, email, and online platforms. Customers can access these services by contacting the customer service team via phone or email or by using the online platform. The customer service team is available to assist customers with any questions or concerns they have regarding their accounts or transactions. They also provide guidance on how to manage their accounts effectively. Customers who need assistance with account management, bill payment, loan applications, credit card applications, investment advice, or other financial services can contact the customer service team for help. The customer service team is committed to providing excellent customer service to all customers. They strive to resolve issues promptly and efficiently. The customer service team is responsible for maintaining the confidentiality of customer information. They follow strict guidelines to ensure that customer data is secure and protected from unauthorized access. The customer service team is trained to handle sensitive and confidential information. They are knowledgeable about the products and services offered by Citi Bank. The customer service team is dedicated to helping customers achieve their financial goals. They work closely with other departments within the bank to provide comprehensive solutions to customers. The customer service team is available to assist customers with any questions or concerns they have regarding their accounts or transactions. They also provide guidance on how to manage their accounts effectively. The customer service team is committed to providing excellent customer service to all customers. They strive to resolve issues promptly and efficiently. The customer service team is responsible for maintaining the confidentiality of customer information. They follow strict guidelines to ensure that customer data is secure and protected from unauthorized access." Here is the rewritten text: Information for internal use and may be used only for business purposes authorized by Citi. All rights reserved. Page 14 of 19. The customer service team at Citi Bank provides a wide range of services including customer support, account management, bill payment, loan applications, credit card applications, investment advice, and other financial services. These services are provided through various channels such as phone, email, and online platforms. Customers can access these services by contacting the customer service team via phone or email or by using the online platform. The customer service team is available to assist customers with any questions or concerns they have regarding their accounts or transactions. They also provide guidance on how to manage their accounts effectively. Customers who need assistance with account management, bill payment, loan applications, credit card applications, investment advice, or other financial services can contact the customer service team for help. The customer service team is committed to providing excellent customer service to all customers. They strive to resolve issues promptly and efficiently. The customer service team is responsible for maintaining the confidentiality of customer information. They follow strict guidelines to ensure that customer data is secure and protected from unauthorized access. The customer service team is trained to handle sensitive and confidential information. They are knowledgeable about the products and services offered by Citi Bank. The customer service team is dedicated to helping customers achieve their financial goals. They work closely with other departments within the bank to provide comprehensive solutions to customers. The customer service team is available to assist customers with any questions or concerns they have regarding their.

[Audio] The process for creating and managing tickets involves several steps. First, it's essential to identify the type of issue that requires attention. This can include problems with software applications, hardware issues, or other technical concerns. Once the issue has been identified, the next step is to create a new ticket and assign it to the relevant team or department responsible for resolving the problem. In some cases, existing tickets may need to be modified or canceled to ensure accurate tracking and resolution of the issue. For example, if a template was incorrectly added to a ticket, it's necessary to create a new ticket with the correct template and cancel the original one. Similarly, when assigning tickets from the Customer Service Center (CSC), specific guidelines must be followed to avoid any potential errors. For instance, if a ticket starts with the keyword "#NOL1ADMIN" in its short description, it indicates that the issue relates to software and should not be modified. However, if the issue corresponds to hardware problems, such as those affecting PCs or peripherals, modifications should be made according to the catalog defined in this document. By following these guidelines, teams can efficiently manage their tickets and resolve issues more effectively..

[Audio] The process for addressing issues related to Windows operating system failures or software problems does not fit into our catalog involves several key fields. One of the most critical fields is the Configuration Item, which should be the name of the affected computer or physical desktop services. The Subcategory field should also be selected based on the specific issue at hand, using the provided table as a guide. This helps ensure accurate diagnosis and resolution of the problem..

[Audio] La información proporcionada en esta hoja describe el proceso para manejar boletos relacionados con fallas de hardware, específicamente aquellos que involucran conductores para dispositivos periféricos. Para identificar correctamente la configuración del artículo, uno debe consultar el catálogo definido para el dispositivo afectado según sus especificaciones. En tales casos, el campo de Configuración del artículo debe establecerse en el concepto correspondiente, mientras se selecciona el valor de "Aplicación Falta" para el campo de categoría subcategoría. Esto garantiza que el problema se documente y se aborde adecuadamente. Además, cuando no hay problemas con los boletos, pueden clasificarse bajo la categoría de preguntas, lo que implica investigar la razón detrás de la solicitud sin suponer ninguna culpa. Además, los boletos que están actualmente en espera debido a factores externos más allá del alcance del servicio, como horarios de usuarios, logística, tecnología o eventos externos no cubiertos por el acuerdo acordado sobre el nivel de servicio (SLA), requieren un manejo cuidadoso para evitar retrasos en resolver el problema. Al seguir estas directrices, el equipo de servicio puede asegurar una resolución temprana de problemas y mantener una comunicación efectiva con los usuarios..

[Audio] "La información presentada en esta hoja de presentación proporciona detalles sobre las procedimientos para manejar situaciones extraordinarias como desastres naturales, eventos fuera del edificio y fallas de hardware. Estos escenarios requieren acciones específicas, incluyendo documentar razones para los cambios, asignar incidentes a otros grupos y contactar usuarios o IDS. El proceso también implica escalonar problemas de software hacia el equipo de soporte L3 para la diagnóstico y restauración. Además, hay pautas para asignar servicios a grupos soluciones externas, que incluyen proporcionar nombres de usuario, números de contacto y notas con información relevante. Esta documentación es esencial para mantener registros precisos y asegurar operaciones suaves..

[Audio] La asignación del ticket a CSC para soporte remoto es un proceso automatizado que utiliza un conjunto de reglas predefinidas para asignar tickets a diferentes departamentos según las circunstancias específicas de cada caso. El CSC tiene un sistema de gestión de tickets que permite asignar tickets a diferentes departamentos según las prioridades y los recursos disponibles. El CSC también tiene un equipo de soporte técnico especializado en resolver problemas de software y hardware. El CSC puede asignar tickets a otros departamentos según sea necesario, dependiendo de la naturaleza del problema y las prioridades de la organización. El CSC tiene un sistema de seguimiento y monitoreo para garantizar que los problemas sean resueltos de manera eficiente y efectiva..