Online Shopping: Boon or a nightmare

Hello Dear readers

Hope you all are doing good.

I am writing this post to share some of my experiences of online shopping. Going to the market and purchasing things is something which can never cease to exist. Shopping styles may vary. From past few years online shopping has been a boon.... but give it a thought again, Is it really a boon or a nightmare.

Purchasing things with a simple click or a tap looks very fancy and attracts everyone. The mesmerizing pictures, trendy outfits, flashy ads do force us to stop by and atleast have a look on those items while we are browsing internet for some purpose or the other. And then the flashy discount brings in a thought to our mind, that why not try it. When we make an order and the things arrive it either makes us feel joyous or makes us think why didn't we tried for an offline way of purchasing it.

People have mix opinions about this but if I talk about myself I am truly disappointed by the kind of services these providers share. Let me share some of the bad experiences:

Lifestyle: Lifestyle stores famous for apparels, offer a means of online shopping through their mobile application. It being end of season sale time, I ordered five items out of which one of the item was one which I did not ordered. The one I ordered did not reached me. Its been one week since I made the complain and as per them it will still take 2-3 business days to pick the product up and further 10 business days to provide me the refund.
What was my fault as an end customer here? I genuinely made the payment, expected my product on time and what I got in return was something which I never ordered. Today, I am still chasing them and I don't see any near date when my issue is likely to get resolved.

PharmEasy: Pharmeasy is a mobile application which provide delivery of medicines right at our door step. They provide a discount of 20% but headache along with it... 😠😠😠😠I had ordered my medicines and the estimated delivery date was 2 days after the order date, which was fair enough. They provide updates through app notification, mobile sms as well as email. I did not got any update for two dates. On the estimated delivery date I called on the customer care and then they told that there is some delay.... Are these people not aware that medicines are something which need to be delivered as soon as possible. No, for them its a mere business. Above all this they did not had a medicine in stock and they did not feel that this information should be shared with the customer. Its only at the time of delivery that customer should check. I went to a medical store and bought the medicines and cancelled the order on Pharmeasy. I will never make my order there and will not recommend it.

Nykaa: Hit among the girls, yes its cosmetics online store. As soon as you open the app one cannot resist herself from purchasing anything. I had made an order for a nailcpaint. The shade looked good from the picture but when it got delivered, I did not liked it. I thought of returning it or atleast replacing it but guess what? I was told that we can replace the product only if it is received broken or tampered. For colors we don't replace or return. A bad experience again😟

And the list is never ending. What they show is not what it is in reality and vice-versa. Their return policies really become a nightmare, talking to their service desk is a headache because they can just forward our query and nothing else.

😠

I still feel it is better to go to the market and shop because what you see is what it is. There are no shipping charges and at the end there is satisfaction and peace of mind.

Hope there are people who agree with this.


Surbhi Saini

ServiceNow Implementation Specialist ITSM Exam

Hello readers

Recently I have passed the ServiceNow Implementation Specialist ITSM exam. The objective of this blog post is to share my experience here. As we all now that the examination pattern has changed and there are many confusion regarding what questions are being asked, is there any question related to coding or integration. To get all these queries addressed I am writing this blogpost.

ITSM CIS is all about Incident Management, Problem Management, Knowledge Management, CMDB and Change Management. The percentage of questions from each section and their difficulty level can be identified from the blue print provided at the serviceNow portal.

Since, the pattern of exam has recently changed it is relatively easy and revolves around the Out of Box functionality only. So, when you are going out for the exam keep the customization that you did for your customer aside and focus only on the baseline configurations.

To start preparing, please go thoroughly go through the book "ServiceNow ITSM Implementation - Participant Guide". This book is the one through which almost 95% of the questions do come. If you are through with the book you will be able to clear the exam easily.

I am now sharing some of the questions that I got in the exam:
1. Auto closure time of incident: 1 DAY
2. How is priority driven in Incident :Impact and urgency drives priority
3.In which phase of incident does escalation takes place : Investigation
4. cmdb base table: cmdb
5. who can delete problem? itil_admin role user can
6. Quest on creation and scoping phase
7. What happens when change is rejected. To which state does it go
8. Risk assessment survey: calculate risk on basis of user response
9. Actual start date and end date when does it populate in change management? Actual start date: when change goes in implement state and Actual end date: When change goes into review state
10. How is normal change task in workflow: It is standard and specific
11. Incident state sequence to be changes what should be updated? Order should be updated.
12. ChangeStatesnc--> Dont remember the exact question
13. standard change extends which table
14.  Change_task extends which table? Task table
15. what is true for standard change? can be automated/detailed (Correct answer was something like that)
16. Only Emergency change only has PIR TaskT/F:  False
17. What happens in investigation n diagnosis phase of Problem Management: RCA of problem
18. problem knowledge mapping: change in create knowledge BR
19. To have complete information about the CIs: CI class manager
20. Which of these is not purpose of CMDB: impact analysis
21. Prefix for all table Table of Service Catalog: sc_
22. How to Omit quantity and price only for single catalog item? (scenario based questions)
23.Question on User criteria in catalog item and categories?
24. Question on User Criteria in category
25.add to wishlist-- quantity in cart for service catalog
26 Can 1 ritm be linked to MULTIPLE req? False
27. Scenario based question.. How to display one catalog item in multiple categories? Ans: By adding it to multiple categories
28. What cannot be published on Service Portal: Requested Item
29. Define, choose options and checkout exists on: Order guide
30 What to use for displaying dynamic users, validation and change on Service Catalog: Catalog client script
31. From where can we not create standard change template: Toggle template
32. Can create/read: Yes it exists both in article and Knowledge base
33. Is knowledge base owner notified when ka is flagged? T/F: True
34. What is the container for multiple RITM: Requests
35.When sp is ordered what begins? Request fulfillment process
36. Who can read an incident? Either caller, opened by or watchlist user
37. Who can close incident who doesnt hv any role?
38. Foundation data on guided setup? Note: Priority and SLA are not part of foundation data
39.How is Business duration calculated?calculated from opened -closed/resolved duration
40.How is time incident spent in each state is determined? metric
41.How will end user chat with suppport person? Connect support
42. Contextual search: when kA are visible in preview section
43.Categories and sub cat are stored in which table? sys_choice
44. Outboud email notifications can be streamlined by? email templates
45.SIimlar variables can be stored and maintained in? variable set
46.What happens to incident(On hold && awaiting problem) when problem is closed? Incidents will also close with work notes updated
47. Can we create problem via incident? True
48. What is the need for problem management?
49.one quest whether it is benchmark/or metric
50.Database views must be created for reporting on variables? False
51.First call resolution achieved by? wf/ br/ fcr field/benchmark
52.Article version, compare articles? Achieved by Knowledgement Advanced plugin
53.What will happen if we uncheck display attachment checkbox?
54.How to create standard change?
55 What does process formatter in change doesn't do? change management lifecycle
56.when using container split.. is it a good option to use container start and container end..? True

These are few questions that I remember and have noted post appearing from the exam.

My advise when u go for the exam:

• Forget about the customization and focus only on Out of Box functionality.
• Stay cool and read the questions carefully as there is plenty of time
• Options could be confusing for few questions so be very careful and omit option one by one after reading them and go for the right one.
• Read the book thoroughly.

All the best.

Surbhi Saini