PowerPoint Presentation

[Audio] Welcome to TECH Support Channel Nov 2023.

[Audio] Welcome to Tech Support Channel This Virtual sharing for today is intended mostly to Tech Support Channel:- TECH - Service Desk TECH - IDENTITY AND ACCESS MANAGEMENT (IAM) TECH - EUS Tech Hub – Contactless Collection Tech Sharing – by Departments needs Q&A.

[Audio] TECH - SERVICE DESK. TECH - SERVICE DESK.

[Audio] Service Desk Team Service Desk Analyst Joanne Lee Ida Ramala Rizal Puah Service Management Puah Kia Yong Rizal.

[Audio] Service Desk Management What is our Operating hour? Where are we located? Call the Service Desk at 603-2056 1777 (ext. 1777) for any IT related help/Support. What No to call? Self Help Support User can browse at the following IT Guide channel for self-help @ Ms TEAM TECH Service Desk: Service Desk.

[Audio] Service Desk Management - Definition of Service Request VS Incident.

[Audio] Service Desk Management - ServiceNow Catalog TECH SD ChatBOT MY, TECH ServiceDesk via Ms TEAM Channel.

[Audio] Self Enable and Reset LAN ID Self Help Support for LAN ID reset/enable User can browse at the following IT Guide channel for self-help @ Ms TEAM IAM Sharing : IAM Briefing >> submit SNOW ticket to GIS Service Portal SSPR : Self Service Password Reset How to setup SAILPoint Security Questions & Answer : Sailpoint Setup your Mobile as 2 Factor authentications 1. If you at office you can do the self setup by following the below step. 2. Click at the link https://outlook.office365.com/owa/aia.com/ 3. Click at your name at the top right at the screen. 4. Click at the View account 5. Click at the Security Info click at the 6. Click at the Add Method. 7. Choose the Mobile option and type in your mobile no and save it. 8. Once added your mobile authentication you can setup your phone and iPad access. 9. For mobile setup click at the following link. Identity Lifecycle Management Password Management Access Requests.

[Audio] GIS Service Portal – managed by GroupIT @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis UNLOCK = you still remember current password. Continue using current PW. ENABLE = dormant userID in “DISABLED” status. *Dormant = inactive, automatically disabled by system RESET PW = cannot remember password at all. Get new temporary password..

[Audio] Need help on UserID Management - Unlock & reset Password AIA Service Portal - AIA Service Portal (service-now.com) https://aiaprod.service-now.com/aia_sp AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis – managed by GroupIT @ HK * GIS Request Portal is implemented by GroupIT @ February 2022 On-the-Spot for Unlock ID & Password Management (till further notice) * LAN (unlock ID only) by GroupIT via submission ticket (on behalf of affected end-user) to GIS Service Portal (on emergency basis) * Root folder path for AS/400 (eg: LA, G400, POLA, Takaful LA, LSP) * PFV & PFV-FT (Domain error 1000) ~ Auto-release enhancement implemented @ April/May2022 * AIAPortal + EBUS SELF-SERVICE via ticket submission to GIS team (GroupIT @ HK) via IT Security Services > GIS Request Portal * LAN ID’s password reset, unlock, enable * all AS/400 (eg: LA, G400, POLA, Takaful LA, LSP) * SYBASE & SYBASE-FT, ULTRACS/ HIAS * MFA, update Outlook’s extension number * OKTA, VPN (unlock/ clean PIN).

[Audio] . 11. [image] SOME IMPORTANT NOTE : APPROVAL FLOW IN SNOW-GIS PORTAL FOR RESET PASSWORD: 1. RESET/ENABLE LAN ID PASSWORD User raise on behalf Line Manager approval GIS IAM Alp. Password sent to Line Manager 2. If you raise request to unlock & enable Application ID ON BEHALF of other user. ** Please note ID Owner require SNOW license in order to approve the ticket. For not only Line Manager have the SNOW license. Please choose option 3(self raise) (eg: OKTA, VPN, Sybase, AS400) User raise on behalf ID Owner GIS IAM approval Password sent to ID Owner *.3, If you raise request to unlock & enable Application ID for YOURSELF (eg: OKTA, VPN, Sybase, AS400) User raise AIA Most recommended GIS IAM Password sent to ID owner Not recommended.

[Audio] Service Desk Management @ AIAMY Menara AIA vs GIS Service Portal @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis – managed by GroupIT @ HK * GIS Request Portal is implemented by GroupIT @ February 2022 AIA Service Portal - AIA Service Portal (service-now.com) https://aiaprod.service-now.com/aia_sp.

[Audio] GIS Service Portal – managed by GroupIT @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis GIS Support team via 24/7 HOTLINE +603 8213 1304 GIS.CustomerService@aia.com for a faster response. * GIS Request Portal is implemented by GroupIT @ February 2022 CENTRALIZED userID Management on unlock ID & reset PW for all BUs.

[Audio] Appendix ,TAT & WHO to CONTACT APPENDIX Application and Service Form Mapping_Search.xlsx (sharepoint.com) TAT(Turnaround Time) SNOW-GIS Portal (single request) SNOW-Conventional(ID setup-Other Access) Reset Password Max 4 hours Single request (1 user) 5 working days Enable Password Max 4 hours Bulk 1(2-5 users) 10 working days ID creation/modification Max 8 hours Contact Points SNOW-GIS Portal request SNOW-Conventional(ID setup-Other Access) Hotline (24x7) 03-8213 1304 After Office Hour / Weekend/Public Holiday 6017 325 4357 GIS Customer Service GIS.CustomerService@aia.com KUL, IT UserAccessManagement MY.ITUserAccessManagement@aia.com.

[Audio] GIS Service Portal – managed by GroupIT @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis “Round” buttons = allowing requestor to select SINGLE item in a ticket. GIS team will email LAN userID’s temporary password to affected end-user’s reporting Line Manager. By default, User WFH (using AIA notebook at home), or WFO (using AIA desktop at AIA office), is to login with the temporary password (provided by SAILPoint/ GIS team, with status Temp PW: password has been to be expired), at any AIA desktop in AIA office, is to change the temporary password upon 1st login..

[Audio] Service Desk Management - ServiceNow Catalog AIA Service Portal - AIA Service Portal (service-now.com) https://aiaprod.service-now.com/aia_sp Gentle Reminder: Refer to KUL, IT COMM’s email on “[IT Notification] How To Change Windows Password Working At Home Through VPN” Notebook >>> connect to Home Wi-Fi >>> connect to AIA VPN >>> press “Ctrl-Alt-Del” >>> select “Change Password”. With Wi-Fi & VPN connectivity, after successful password change @ notebook, DO NOT switch-off notebook for at least 2-hrs. *to enable synchronization.

[Audio] . 17. Service Desk Management — Setup CANON Printer configuration & Toner for Canon REQUESTOR to contact directly to the respective vendors by providing the needed info Model, Serial Number , Contact & Location & Meter Reading Canon Customer Careline : Free Canon For EAS.LB.K>P-QNS.E please emg.d us priority@cmm.canon.com.my • SERAL NO. SSUE Otherwise please cait Toll Free 1800-18-2001 Send NO.

[Audio] TECH - IDENTITY AND ACCESS MANAGEMENT (IAM).

[Audio] IAM LOCAL TEAM Department: TECH-Risk & Security Location: Menara AIA, Level 19 HOD: Evenjonly Ng IAM Local Team Members: ● Felicia Tan (Manager) ● Mohd Jefri Ishak ● Farid Ali Razman Shah ● Intan Hezrina Kasim ● Syahidah Ismail ● Fildza Yusaini ● Nursyuhada Mahat ● Luqman Mohamad Shukri Self Help Support User can browse at the following IT Guide channel for self-help via Ms TEAM IAM Sharing : IAM Briefing KUL, IT UserAccessManagement my.ituseraccessmanagement@aia.com.

[Audio] IDENTITY LIFECYCLE AND GOVERNANCE SYSTEM (SAILPOINT) Automated Access Provisioning & Deprovisioning Identity Lifecycle Management Password Management Access Requests Recertification For detail you can refer to the following link : IAM Briefing_Sept2021_v1.pptx KUL, IT UserAccessManagement >>> my.ituseraccessmanagement@aia.com.

[Audio] TECH - EUS. TECH - EUS.

[Audio] EUS TECH HUB Team Front row HOD: Puah Kia Yong Mark Navin Menon Back Row (* Right to Left) Ali Amir Low Wee Hong Tan Beng Kok Chin Tuck Hong Andy Muniandy Marzlan Mohd Marzuki Bernard Leong Kit Hong Zaid Tajol Anuar #new Luqman Mohamad Shukri * reporting to IAM team.

[Audio] EUS - Support Channel On Site Support Engineer will go on site to support the user. Remote Support Engineer support the user Remotely. During and After Office HOUR. Tech Hub Service Centre Support Engineer standby at the Tech Hub Centre to serve walk in user. Self Help Support User can browse at the following IT Guide channel for self-help via Ms TEAM EUS Sharing : End User Support (EUS) Step-by-Step Guide Virtual sharing sessions Slide.

[Audio] How to get Any EUS Help During Office Hours You can look for step to solved your problem yourself by visiting or search for self-recovery step at the end user Support folder for self recovery step or methods. Open a Ticket base on the issues you facing at the following portal - AIA Service Portal - AIA Service Portal (service-now.com) If you need the EUS engineer help after getting the SNOW ticket (Request or Incident No), make a booking with the Request or Incident No at the following site. If your problem cannot resolve remotely or you cannot make any EUS booking or need immediate assistance on your device, you are welcome to visit TECH HUB at Level 18 Menara AIA for the next available engineer to help you. If you using desktop where you can’t connect to the network we can arrange the engineer to go on site to support you. End User Support (EUS) Step-by-Step Guide EUS Booking.

[Audio] What is SNOW and AIAMY EUS Booking EUS Booking ServiceNOW.

[Audio] AIA MY TECH HUB 02 Service Centre 03 e-Ticket 04 Waiting Area 05 Tech Sharing Area 06 Contactless Collection 01 TECH HUB Operation Hours OPERATION HOURS 8:30AM to 4:30PM (Mondays To Thursdays). 8.30AM to 4PM (only Fridays) Menara 18th floor ONE-ON-ONE TECH SUPPORT Resolve your Technology Device-related problems in a dedicated area through one-on-one Tech Support. Aim to improve first-time fix rate. BETTER QUEUE MANAGEMENT Improve user experience – especially for walk-in users. Scan Using your Phone - receive an SMS notification when your turn is next. FUNCTIONAL WAITING AREA A place for you to work while waiting your turn to be call or problem to be fixed. TECH SHARING AREA Organize regular TECH training and sharing (hybrid/on-site/virtual) to improve technology adoption. Improve Technology knowledge with road-shows related to Technology. CONTACTLESS COLLECTION/DROP OFF Simplify Onboarding & off boarding process. Introduce contactless device collection and drop-off. • How would TDA (the solution) (empower our agents) to get customers to buy more, stay longer (life time value) and bigger ticket item per customer?.

[Audio] Tech Hub Service Centre WE RECOMMEND TO MS BOOKING BEFORE COMING TO LEVEL 18. EUS Booking aims to provide support REMOTELY. You are only required to bring your device back to Menara AIA - 18th Floor, COUNTER 4 (directly) when it is deemed to be necessary and advised to do so by our team. Benefits : PRIORITY LANE (NO NEED TO SCAN QR code) Link to do MS Booking: AIA MY EUS Booking (office365.com) This is a two-step process:​ Step 1: Go into SNOW and raise a Service Now incident ticket. Write down your SNOW ticket number. You will need it for Step 2. ​ It will look like this: INCxxxxxxx​ Step 2: Go into AIAMY EUS Booking and make an appointment with the EUS engineer. Make sure you reference your SNOW ticket number here.​ The full guideline link is shown here : ​ NOTE : If you are unable to do EUS Booking or issue cannot be attended to remotely, you can DO WALK-IN whereby there’s 3 counters available to cater based on your issues and it’s based on availability. EUS with MSBooking v2.1.pptx.

[Audio] HOW TO GET E-TICKET NUMBER AND WHERE TO WAIT.

[Audio] How to Get Your Tech Hub e-Ticket Number Once you walk-in to Tech Hub 18th Floor, the QR code will be on left corner just as you enter the main door. Here are 3 steps: Scan the QR code from your respective mobile phone. It will bring/redirect you to the e-Ticketing System Website link. Please fill in the information (as per screenshots below) on your respective mobile device as it’s required whether it’s an “Appointment” or “Walk-in”. The Desktop PC is also available to log to e-Ticket website if you forgot to bring your mobile device. Then your walk-in / appointment will generate a number and you will receive a ticket for printout. Please bring the ticket to counter 1, 2 or 3 (depending on engineer’s availability) and they will attend to your walk-in query/issues. For Appointment (MS Booking), please go straight to Counter 4. NOTE : For Walk-in & MS Booking, Please do THIS FIRST before reaching the counters. You are required to scan the QR code and get an e-ticket for any “appointment” or “walk-in”..

[Audio] Tech Hub – Functional Waiting Area 6 SEATS Available in this area. Sufficient power outlets are available to use to : 1) charge mobile notebook while waiting 2) use loaner unit(s) (if current laptop cannot boot up/blue screen/hardware related cases). TV will project the latest Tech News as well as the virtual tech slides for coming month. NOTE: The Functional Waiting Area is based on FIRST COME, FIRST SERVE BASIS(mainly for “Walk-in”) and they will be attended to by the next available engineer(s) once they have got their e-ticket number..

[Audio] TECH HUB – CONTACTLESS COLLECTION. TECH HUB – CONTACTLESS COLLECTION.

[Audio] Tech Hub - Contactless Collection Self-Serve collection and return of devices Provide contactless collection. Pin numbers will provided to end user in separate email. Users can collect the device themselves. This service also includes for onboarding staff, those surrendering devices (leavers)/returning units, for loaners and hardware when needed (separate into 4 sections as shown in the left diagram). Loaner units Returning Hardware units Hardware (When Needed) Collection(On-Boarding).

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[Audio] . 34.

[Audio] TECH - SERVICE DESK Appendix. TECH - SERVICE DESK Appendix.

[Audio] How to Access ServiceNow-GIS Portal (2/2) Go to IT Security Services Click on GIS Request Portal to visit the GIS ServiceNow Home page NOTE: User does not need to log in again to access ServiceNow if user is logged in with AIA credentials..

[Audio] Access Request: RESET Password(2/3) 4a: LAN ID 4a Action require: Unlock: For LAN ID lock out.(*You still remember password) Reset: For LAN Password reset(*You cannot remember password Enable : For enable LAN ID (*Only use this option when your LAN ID disable) ID Owner: Name of the person who require to enable or unlock ID.

[Audio] Access Request: RESET/Unlock ID Password(1/2) Click at HERE to access SNOW-GIS portal landing page Click Here Click Password reset Primary LAN ID: This is to enable/reset LAN ID Application ID: This is to enable/reset OKTA, VPN, Sybase ID.

[Audio] Access Request: RESET Password(3/3) 4b: Application ID Environment: PROD / UAT/ SIT/ DEV Action require: Unlock: For ID lock out.(*You still remember password) Reset: For Password reset(*You cannot remember password ID Owner: Name of the person who require to enable or unlock ID ID Name: Your ID (eg: H12345,ksls092) **Application Name: Key in “AIAMY”. Select the application to reset **Server: Fill up as in the table (refer to right table) Application Name Server name AIAMY-PolicyAsia C109F71B​ AIAMY-Hias/Eagle KAS4P003​ AIAMY-ULPROD02 ULPROD2​ AIAMY- MYMNAP01​ MYMNAP01​ AIAMY-G400 UAT E109F71B​ AIAMY-PolicyAsia UAT S65724BA​ AIAMY-Takaful UAT TKFDEV​ AIAMY-LifeAsia UAT ULDEV​ AIAMY-AGS​ AGS​ AIAMY- HIAS/EAGLE UAT KAS4D001​ AIAMY-ULPROD3​ ULPROD3​ AIAMY-TKFDEV3​ TKFDEV3​ AIAMY-ULDEV4​ ULDEV4​ AIAMY-LSP S102BW0M​ AIAMY-ULDEV3​ ULDEV3​ AIAMY-Sybase KPSYB01@KAIPSSYB01 AIAMY-Sybase UAT (Tech ONLY) KUSYB01@KAITSSYB01 AIAMY-Sybase UAT KUSYB03@KAITSSYB01 AIAMY-Sybase ATS KPUCD01@KAIPSDBZ04 AIAMY-ULTRACS MYBFDPSDBZ030 AIAMY-LIfeAsia ULPROD AIAMY-Takaful TKFPROD AIAMY-CWS CWS AIAMY-G400 AUIGRP VPN VPN OKTA-SSO OKTA-SSO Portia Portia Type keyword: AIAMY.

[Audio] GIS Service Portal – managed by GroupIT @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis.

[Audio] GIS Service Portal – managed by GroupIT @ HK AIA Application Access - AIA Request Service Portal (service-now.com) https://aiaprod.service-now.com/aia_gis Step #1: login AIA Application Access - AIA Request Service Portal (service-now.com) Step #2: Select LAN ID Password Reset ** In a bid to minimize unauthorized access / account takeover risk by means of Social Engineering, all LAN ID password reset requests will also now require the Requestor’s direct Line Manager’s approval and the new password will be sent to the Line Manager’s email..

[Audio] . 42. [image] Access you can request password Reset Azure Cloud Server/Database LANID Password Reset Personal Azure Service Onboarding Aue se key wall andstorag•e acount..

[Audio] . 43. [image] Global Help Link Other Services My Requests Siew Leng Lee v AJA GIS Service Catalogue Other Services Other GIS GIS Other Services GIS Service Application Reset. Access. AWS Service. CyberArk onboarding etc. Submit Requiæd i n frmation • Servee Rese • 10 • Actbn O unlock Reset O En*".

[Audio] . 44. [image] Home AIA GIS Service Catalogue GIS Other Services Other Services Pnmarv IAN 10 * Action Required @ Unlock O Reset O Enable Search * Service Required Password Reset * ID Owner o Siew Lee Owner Email Joannelee@aiacom Malaysia AIA Malaysia TECH-Infrastructure Services Submit.

[Audio] . 45. [image] Help Link Other Services 61S AWS 10 Requests Siew eng Lee v.

[Audio] . 46. [image] CIS Other Services Sevres 51 S Access. •ws Sewee.

[Audio] . 47. [image] Global Help Link My Requests Sieu Lee v Grs.

[Audio] . 48. [image]. [image] * Application Name AIAMY-Ufeas,a aiamy AIAMY AIAMY AIAMY AIAMY AIAMY MYMNAPOI AGS cws G400 HIAS/EAGLE LSP.

[Audio] Service Required – Password Reset Environment – PROD Category – Application ID ID Owner – Affected end-user’s name Action Required – depends on situation UNLOCK = you still remember current password Reset PW = cannot remember password An automated e-approval is triggered upon a successful submission to GIS Service Portal, by affected end-user. Submit the form and take note of the REQ# . You can call the GIS Support team via +603 8213 1304 / GIS.CustomerService@aia.com for a faster response..

[Audio] “Round” buttons = allowing requestor to select SINGLE item in a ticket. Select the correct ENVIRONMENT of the Application. * PROD – actual production * UAT – User Acceptance Testing * DEV – for TECH Developers only * SIT – System Integration Testing An automated e-approval is triggered upon a successful submission to GIS Service Portal, by affected end-user. Application ID’s temporary password will be emailed to affected end-user..