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    IT Induction Handbbok

    Uploaded by

    Biswanath Dash
    The documents provide information on various IT support processes at Airtel, including how to: 1) Create support tickets using the Service Now portal or by calling the support number. 2) Reset passwords or unlock accounts by sending SMS messages. 3) Use the Automation Assistant for self-help options and chatbot support. 4) Configure Boxer, DUO, request new IT assets, or request policy changes following approval processes. 5) Request separation of duties (SOD) changes after getting required approvals.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    IT Induction Handbbok

    Uploaded by

    Biswanath Dash
    41 views10 pages
    The documents provide information on various IT support processes at Airtel, including how to: 1) Create support tickets using the Service Now portal or by calling the support number. 2) Reset passwords or unlock accounts by sending SMS messages. 3) Use the Automation Assistant for self-help options and chatbot support. 4) Configure Boxer, DUO, request new IT assets, or request policy changes following approval processes. 5) Request separation of duties (SOD) changes after getting required approvals.

    Original Description:

    Airtel guideline

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    © © All Rights Reserved

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    The documents provide information on various IT support processes at Airtel, including how to: 1) Create support tickets using the Service Now portal or by calling the support number. 2) Reset passwords or unlock accounts by sending SMS messages. 3) Use the Automation Assistant for self-help options and chatbot support. 4) Configure Boxer, DUO, request new IT assets, or request policy changes following approval processes. 5) Request separation of duties (SOD) changes after getting required approvals.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    41 views10 pages

    IT Induction Handbbok

    Uploaded by

    Biswanath Dash
    The documents provide information on various IT support processes at Airtel, including how to: 1) Create support tickets using the Service Now portal or by calling the support number. 2) Reset passwords or unlock accounts by sending SMS messages. 3) Use the Automation Assistant for self-help options and chatbot support. 4) Configure Boxer, DUO, request new IT assets, or request policy changes following approval processes. 5) Request separation of duties (SOD) changes after getting required approvals.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 10

    Sensitivity: Internal & Restricted

    Process to raise IT Support tickets


    By Using automation resolve
    the issue by own.
    https://automation.airtel.com

    Visit at Service Now portal to


    create ticket (IM & SR)
    https://airtel.service-now.com

    Client Voice Call to Central IT SD agent get aligned


    18001023900 / 53123

    Email to Central IT
    [email protected]

    Sensitivity: Internal & Restricted


    Password reset process

    Send SMS Send SMS


    Type – RESET <<space>><<OLMS Type – UNLOCK <<space>><<OLMS ID>>
    ID>>Send to 38493 (From Airtel Send to 38493(From Airtel registered
    registered Mobile number) Mobile number)

    You will get auto You will get auto


    SMS
    generated generated
    acknowledgment SMS. Process acknowledgment SMS

    You will get the new


    Get a confirmation
    password through SMS
    through SMS

    Sensitivity: Internal & Restricted


    Automation Assistant

    •Self-Help – This is single click solution through that


    can resolve the issue by own following below URL –

    •https://automation.airtel.com
    •Chatbot – You can chat with automated Artificial
    intelligence as per your query and resolve your issue
    by own

    SELF-HELP & CHATBOT


    Automation is built in Artificial Intelligence technology and It’s available anytime
    anywhere, This is customized as per airtel environment which supports & respond end-
    user queries and provide available solutions & suggestions as per end-user inputs,
    which also help end-users to create tickets for those issues where no solutions are
    available.
    Sensitivity: Internal & Restricted
    Boxer Configuration
    Launch VMware and
    accept User License

    Follow configuration steps Enter AD credential

    Enter AD credential Mail Configuration Done

    Login using your Email Refer the SOP for more detail

    Boxer

    Install Intelligent hub Contact to Central IT for


    support if needed

    Sensitivity: Internal & Restricted


    DUO Configuration
    DUO Installation Login VPN
    Download DUO application from Login your Cisco VPN using
    Play store and install your OLMS ID &
    1 4 Credentials

    Activation Request acceptance


    Do the Activation using below Get the popup in you your
    link- DUO app for acceptance
    https://itunes.apple.com/us/a
    2 5
    pp/duo-mobile/id422663827

    Select OS type Refer SOP


    Choose your OS type like Refer SOP for more detail
    Android or IOS
    3 6

    Sensitivity: Internal & Restricted


    IMAC process Asset allocation
    basis on
    requirements Fulfill your
    IT Head approval requirement
    require

    RM approval
    require in Service
    now
    Need to create the Text here
    request in Service
    Now
    Installation

    Asset Allocation

    IT Head Approval Asset allocation &


    Configuration
    done.
    RM Approval

    Requestor

    Sensitivity: Internal & Restricted


    Policy Change Request
    Validation
    Validation will be done
    by PCR team and grant
    the access accordingly

    Step 4
    Completion
    Request Requirement fulfilled

    Step 3
    Request need to create
    by user with valid
    business justification Step 2

    Approvals
    Step 1

    RM & IT Head approval


    needed.

    Sensitivity: Internal & Restricted


    SOD request SOD desk validate the
    approvals and assign
    the request to Fulfill requirements
    CSO approval implementation team
    needed to fulfill the
    requirement
    RM & IT Head
    approval require

    Once request will Completion


    be raised by
    requestor SOD
    desk will be verified Implementation

    Validation

    CSO Approval Technical team will


    grant the access as
    per requirement
    Approval Needed

    Requestor

    Sensitivity: Internal & Restricted


    THANK YOU

    Sensitivity: Internal & Restricted

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