ServiceNow ITSM Training – VLR MART E-Commerce Company Case Study

Students కి ServiceNow explain చేయడానికి direct technical definitions తో ప్రారంభించటం కంటే, ఒక real-time company scenario తీసుకుని explain చేస్తే చాలా easyగా understand చేస్తారు.

మనము ఒక కొత్త E-commerce company ని ఊహించుకుందాం.

1. Company Introduction – VLR MART

Company Name: VLR MART
Business: E-commerce
Employees: 40
Customers: 50,000+ initially
Future: Lakhs of customers వరకు grow అవుతుంది.

VLR MART లో customers ఈ products కొనుగోలు చేస్తారు:

• Mobiles
• Laptops
• Electronics
• Clothing
• Home Appliances

Company దగ్గర 40 employees మాత్రమే ఉన్నారు. కానీ thousands of customers రోజూ orders, payments, delivery, returns, complaints వంటి issues raise చేయవచ్చు.

Students కి మొదట ఈ question అడగండి:

“40 employees thousands of customers ని ఎలా efficiently manage చేస్తారు?”

ఇక్కడే ServiceNow role ప్రారంభమవుతుంది.

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2. VLR MART లో 40 Employees ఎలా ఉంటారు?

Board మీద ఈ structure draw చేయండి:

                       VLR MART
                    40 Employees
                          |
        +-----------------+-----------------+
        |                 |                 |
       IT              Customer           Business
                       Support             Teams

Example:

Department	Employees	Responsibility
Management	3	Business Decisions
IT	8	Applications, Laptops, Network, Servers
Customer Support	12	Customer Issues
Warehouse	8	Inventory, Packing
Finance	4	Payments, Refunds
HR/Admin	3	Employees
Development/DevOps	2	Website, Application

ఇప్పుడు students కి చెప్పండి:

“ServiceNow లేకపోతే work ఎలా manage చేస్తారు?”

Customer Support కి phone calls వస్తాయి.

IT team కి employees direct phone చేస్తారు.

Employee email పంపుతాడు:

“My laptop is not working.”

Developer చెప్తాడు:

“Production deployment చేయాలి.”

Finance చెప్తుంది:

“Payment reconciliation failed.”

ఇవి అన్నీ different channels లో వస్తే tracking difficult అవుతుంది.

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3. ServiceNow ఎందుకు అవసరం?

Students కి simple definition ఇవ్వండి:

ServiceNow అనేది company లో వచ్చే different types of work, requests, issues, approvals, workflows, automation మరియు service processes ని centralized గా manage చేయడానికి ఉపయోగించే platform.

ITSM side లో ServiceNow Incident, Problem, Change, Request వంటి processes ని manage చేయడానికి ఉపయోగించవచ్చు. Customer Service Management ద్వారా customer cases కూడా manage చేయవచ్చు.

Simpleగా:

                          SERVICENOW
                               |
       +-----------------------+----------------------+
       |                       |                      |
      ITSM                    CSM                Other Workflows
       |                       |                      |
   Incidents               Customer Cases           HR
   Problems                Complaints              Procurement
   Changes                 Customer Support         Security
   Requests

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4. ITSM vs Customer Service

ఇది students కి చాలా important concept.

Example 1: Employee Issue

Employee Ravi:

“My laptop is not working.”

ఇది Incident.

Employee
   ↓
IT Issue
   ↓
ITSM

Example 2: Customer Issue

Customer Suresh:

“నేను order చేసిన product ఇంకా delivery కాలేదు.”

ఇది Customer Case.

Customer
   ↓
Customer Issue
   ↓
CSM

Students కి ఈ simple rule గుర్తుపెట్టుకోమని చెప్పండి:

EMPLOYEE / INTERNAL IT ISSUE
             ↓
            ITSM

CUSTOMER ISSUE
             ↓
             CSM

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5. VLR MART లో ServiceNow Implementation ఎలా చేస్తాం?

Company ని ServiceNow లో implement చేయడానికి మనం step-by-step గా వెళ్తాం.

1. Business Understanding
2. Users & Groups
3. Incident Management
4. Problem Management
5. Change Management
6. Service Request
7. Knowledge Management
8. CMDB
9. Asset Management
10. CSM
11. Integration
12. Automation
13. Reporting & Dashboard

ఇప్పుడు ఒక్కొక్కటి practical examples తో చూద్దాం.

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6. Step 1 – Understand the Business

ServiceNow implement చేసే ముందు company business ని understand చేయాలి.

VLR MART services:

1. E-commerce Website
2. Mobile Application
3. Online Payment
4. Order Processing
5. Delivery
6. Customer Support
7. Returns & Refunds

ఇప్పుడు question:

“ఈ business services run అవ్వడానికి ఏ IT components అవసరం?”

Example:

                    E-Commerce Website
                            |
       +--------------------+--------------------+
       |                    |                    |
   Web Server          Application Server     Database
                            |
                       Payment API
                            |
                     Payment Gateway

ఇక్కడ students కి Business Service మరియు IT components relationship explain చేయవచ్చు.

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7. Step 2 – Users and Groups

ServiceNow లో users create చేస్తాం.

Example:

User: Ravi
Department: IT
Group: Service Desk

Another user:

User: Priya
Department: Finance
Group: Finance Team

Example groups:

ServiceNow
   |
   +-- Service Desk
   +-- Network Team
   +-- Database Team
   +-- Application Team
   +-- Security Team
   +-- Customer Support
   +-- Finance Team
   +-- Warehouse Team

Students కి explain చేయాల్సింది:

User ఎవరు? Group ఏమిటి? Role ఏమిటి?

ఇవి ServiceNow Administration లో basic concepts.

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8. Step 3 – Incident Management

ఇది beginner students కి first practical module గా teach చేయవచ్చు.

Scenario

Ravi laptop పనిచేయడం లేదు.

Ravi ServiceNow Employee Center open చేసి Incident create చేస్తాడు.

Incident Number: INC0010001

Caller: Ravi
Category: Hardware
Subcategory: Laptop

Short Description:
Laptop is not starting

Priority: P3

Assignment Group:
Service Desk

State:
New

Workflow:

Employee
   ↓
Create Incident
   ↓
Service Desk
   ↓
Investigate
   ↓
Resolve
   ↓
Close

Students కి చెప్పండి:

Incident అంటే normal service operation కి interruption వచ్చినప్పుడు దాన్ని restore చేయడానికి raise చేసే ticket.

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9. Real-Time E-Commerce Incident Example

ఇప్పుడు మరింత interesting scenario తీసుకుందాం.

Time: 8:00 PM

VLR MART లో customers checkout complete చేయలేకపోతున్నారు.

Customers complain:

“Checkout is not working.”

Customer Support కి hundreds of complaints రావడం ప్రారంభమవుతుంది.

IT team investigate చేస్తుంది.

Payment API లో issue ఉన్నట్లు తెలుస్తుంది.

Flow:

Customer
   ↓
"Checkout not working"
   ↓
Customer Case
   ↓
IT / Application Team
   ↓
Incident
   ↓
Payment API Investigation

ఇక్కడ students కి ఒక important concept చెప్పండి:

Customer side లో Case ఉండవచ్చు. Technical side లో Incident ఉండవచ్చు.

ఇవి related records కావచ్చు.

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10. Step 4 – Problem Management

ఇప్పుడు students కి Incident మరియు Problem మధ్య difference explain చేయండి.

Suppose:

Monday    → Checkout failure
Wednesday → Checkout failure
Saturday  → Checkout failure

ప్రతి occurrence కి separate Incidents వచ్చాయి.

IT Manager అడుగుతాడు:

“Why is this happening again and again?”

ఇప్పుడు Problem create చేస్తాం.

INC001
INC002
INC003
INC004
     |
     ↓
   PROBLEM
     |
     ↓
Root Cause Investigation
     |
     ↓
Permanent Fix

Simple definition:

Incident = Service ని త్వరగా restore చేయడం.

Problem = Issue కి underlying/root cause కనుక్కోవడం.

ఈ difference students తప్పకుండా understand చేయాలి.

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11. Step 5 – Change Management

Suppose Application team discover చేస్తుంది:

“Payment API లో old library version ఉంది. దాన్ని upgrade చేయాలి.”

Developer production లో direct change చేయకూడదు.

ServiceNow లో Change Request create చేస్తాం.

Example:

Change Number: CHG001002

Description:
Upgrade Payment API Library

Reason:
Existing library is causing checkout failures

Risk:
Medium

Implementation Plan:
1. Take Backup
2. Deploy to Test
3. Validate Payment
4. Deploy to Production

Backout Plan:
Restore Previous Version

Testing:
Payment Transaction Testing

Approval:
IT Manager

Workflow:

Change Request
      ↓
Risk Assessment
      ↓
Approval
      ↓
Implementation
      ↓
Testing
      ↓
Successful
      ↓
Close

Students కి చెప్పండి:

Change Management objective — controlled and less risky way లో changes implement చేయడం.

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12. Step 6 – Service Request

ఇది Incident కాదు.

Example:

Employee Anil చెప్తాడు:

“I need Power BI access.”

System working లోనే ఉంది.

Something is not broken.

కాబట్టి ఇది:

Need Something
     ↓
Service Request

Example:

Request:
Power BI Access

Requested For:
Anil

Department:
Finance

Manager Approval:
Required

Security Approval:
Required

Fulfillment Group:
IT Application Team

Another example:

“New employee కి laptop, email, VPN మరియు application access కావాలి.”

Service Catalog లో:

New Employee IT Setup

అనే Catalog Item create చేయవచ్చు.

Workflow:

HR creates onboarding request
          ↓
Laptop Request
          ↓
Email Account
          ↓
VPN Access
          ↓
Application Access
          ↓
Approvals
          ↓
Fulfillment

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13. Step 7 – Knowledge Management

Suppose Customer Support కి రోజూ 100 times ఒకే question వస్తోంది:

“How can I return my product?”

ప్రతి customer కోసం new case create చేయకుండా Knowledge Article create చేయవచ్చు.

Example:

Knowledge Article

Title:
How to Return an Order

Steps:
1. Login
2. Go to My Orders
3. Select Product
4. Click Return
5. Select Return Reason
6. Submit

దీంతో customer self-service చేసుకోగలడు.

Students కి explain చేయండి:

Knowledge Management repeated questions ని self-service ద్వారా reduce చేయడానికి ఉపయోగపడుతుంది.

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14. Step 8 – Customer Service Management – CSM

ఇప్పుడు customer side scenario తీసుకుందాం.

Customer Suresh ఒక mobile order చేశాడు.

Order Number: ORD100589
Product: iPhone
Amount: ₹70,000

అతను complaint చేస్తాడు:

“I received the wrong color.”

Customer Support ServiceNow లో Case create చేస్తుంది.

Case Number: CS0003456

Customer:
Suresh

Order:
ORD100589

Issue:
Wrong Product Received

Category:
Order Issue

Priority:
High

Workflow:

Customer
   ↓
Portal / Email / Phone / Chat
   ↓
Customer Case
   ↓
Customer Support
   ↓
Warehouse
   ↓
Delivery Team
   ↓
Return Pickup
   ↓
Replacement
   ↓
Customer Notification
   ↓
Case Closed

ఇక్కడ students కి చెప్పండి:

CSM customer problem ని end-to-end coordinate చేయడానికి ఉపయోగపడుతుంది.

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15. Step 9 – Integration

ఇది ServiceNow project లో very important topic.

VLR MART దగ్గర already systems ఉంటాయి:

E-Commerce Application
Payment Gateway
Inventory System
Delivery System
CRM
Email / SMS
Cloud Infrastructure

ServiceNow ఇవన్నీ replace చేయాల్సిన అవసరం లేదు.

Instead, ServiceNow వాటితో integrate అవుతుంది.

                 E-Commerce Website
                         |
                         ↓
                Integration Layer
                         |
       +-----------------+-----------------+
       |                 |                 |
       ↓                 ↓                 ↓
   Payment           Warehouse         Delivery
   System              System            System
       |                 |                 |
       +-----------------+-----------------+
                         |
                         ↓
                     SERVICENOW
                         |
              +----------+----------+
              |          |          |
             ITSM       CSM        CMDB

Technical training లో తరువాత మీరు ఈ topics teach చేయవచ్చు:

REST API
IntegrationHub
Import Set
Transform Map
Flow Designer
Business Rule
Web Service

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16. Step 10 – CMDB

ఇది ITSM students తప్పక learn చేయాల్సిన concept.

Suppose VLR MART checkout service ఇలా ఉంటుంది:

Business Service
       |
       ↓
Checkout Service
       |
       +---- Web Server
       |
       +---- Application Server
       |
       +---- Database
       |
       +---- Payment API
       |
       +---- Load Balancer

ఇవి Configuration Items (CIs) గా represent చేయవచ్చు.

CMDB లో CI relationships maintain చేస్తాం.

Example:

Checkout Service
       ↓
Application Server
       ↓
Database
       ↓
Payment API

ఇప్పుడు Database down అయితే:

“Database server down”

అనే technical information మాత్రమే కాకుండా,

“Checkout Service is impacted”

అనే business impact కూడా understand చేయవచ్చు.

Students కి simple definition:

CMDB అనేది IT environment లోని Configuration Items మరియు వాటి relationships ని manage చేయడానికి ఉపయోగించే centralized repository.

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17. Step 11 – Asset Management

VLR MART కి 40 employees ఉన్నారు.

వారి IT assets:

40 Laptops
40 Monitors
25 Mobile Phones
10 Printers
5 Network Devices
Software Licenses
Cloud Resources

Example:

Asset:
Laptop

Asset Tag:
VL-LAP-0015

Assigned To:
Ravi

Department:
IT

Status:
In Use

Purchase Date:
15-Jan-2026

Employee company నుంచి leave అయితే:

Employee Exit
      ↓
Disable Account
      ↓
Recover Laptop
      ↓
Remove Application Access
      ↓
Update Asset Status

ఇక్కడ students కి Asset Management + ITSM + HR workflow relation explain చేయవచ్చు.

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18. Step 12 – SLA Management

Suppose VLR MART business team define చేస్తుంది:

Priority	Example	Response Time	Resolution Time
P1	Checkout Completely Down	15 min	2 hrs
P2	Major Payment Issue	30 min	4 hrs
P3	One Employee Laptop Issue	4 hrs	1 Business Day
P4	General Request	1 Business Day	3 Business Days

ఇవి example business SLA values మాత్రమే.

ServiceNow SLA tracking ద్వారా:

SLA = 4 Hours

Elapsed:
2 Hours 45 Minutes

Remaining:
1 Hour 15 Minutes

Breach కి ముందు notification ఇవ్వవచ్చు.

SLA Warning
     ↓
Team Lead Notification
     ↓
SLA Breach
     ↓
Manager Notification

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19. Step 13 – Assignment Rules

Suppose Incident create అయింది.

Category = Network

Automatically:

Assignment Group = Network Team

Another:

Category = Database

Automatically:

Assignment Group = Database Team

Another:

Application = Payment Gateway

Automatically:

Assignment Group = Application Team

Students కి చెప్పండి:

Manual work తగ్గించడానికి ServiceNow automation use చేస్తాం.

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20. Complete Automation Example

Customer complaint:

“Refund not received.”

ServiceNow Case create అవుతుంది.

Workflow:

Customer Case Created
        ↓
Identify Order
        ↓
Check Refund Status
        ↓
Call Finance API
        ↓
Refund Found?
      /    \
    YES     NO
     |       |
 Notify    Create Finance
Customer   Investigation
     |       |
   Close   Resolution

ఇక్కడ students కి:

Flow Designer + Integration + API + Notification + Approval

అన్నీ practicalగా explain చేయవచ్చు.

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21. Employee Self-Service

40 employees ఉన్నారు కాబట్టి ప్రతి చిన్న issue కి IT team కి phone చేయడం అవసరం లేదు.

Create:

Employee Center

అందులో:

                  Employee Center
                        |
          +-------------+-------------+
          |             |             |
         IT            HR          Others
          |
   +------+-------+
   |      |       |
Report   Request  Knowledge
Issue
   |
   +-- Laptop Issue
   +-- VPN Access
   +-- Software Request
   +-- Password Help
   +-- Hardware Request

ఇది ServiceNow self-service concept explain చేయడానికి చాలా useful.

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22. Complete End-to-End Scenario

ఇది మీ classroom లో major real-time scenario గా use చేయండి.

Scenario: Checkout Failure

8:05 PM

Customers checkout చేయలేకపోతున్నారు.

Step 1 – Customer Complaint

Customer:

“Payment failed but money was deducted.”

CSM లో Case create అవుతుంది.

CS0001001

Customer: Ravi Kumar
Order: ORD10025
Issue: Payment Deducted, Order Not Confirmed

Step 2 – Customer Support Investigation

Agent order మరియు payment details check చేస్తాడు.

Step 3 – IT Issue Identification

Technical team కి multiple incidents వస్తాయి:

INC001
INC002
INC003
INC004
INC005

Step 4 – Problem Creation

IT team identify చేస్తుంది:

Same payment API issue repeatedly occurring.

Create:

PRB000101

Step 5 – Change Creation

Application team fix prepare చేస్తుంది.

CHG000501
Payment API Configuration Update

Step 6 – Approval

IT Manager change approve చేస్తాడు.

Step 7 – Deployment

Production లో change implement చేస్తారు.

Step 8 – Validation

Payment transactions successful అవుతున్నాయా test చేస్తారు.

Step 9 – Customer Resolution

Customer కి notification:

“Your payment has been confirmed and your order has been successfully processed.”

Step 10 – Closure

Incident  → Closed
Problem   → Resolved
Change    → Closed
Case      → Closed

ఇప్పుడు ఒక్క scenario ద్వారా students:

CSM
Incident
Problem
Change
SLA
CMDB
Integration
Automation
Notification

అన్నీ connect చేసి చూడగలరు.

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23. ServiceNow Architecture – VLR MART

Classroom board మీద ఈ diagram చూపించండి:

                           VLR MART
                              |
       +----------------------+----------------------+
       |                      |                      |
    CUSTOMERS             EMPLOYEES              BUSINESS
       |                      |                      |
       ↓                      ↓                      ↓
Customer Portal        Employee Center          Managers
       |                      |                      |
       ↓                      ↓                      ↓
      CSM                    ITSM               Workflows
       |                      |
       |             +--------+--------+
       |             |        |       |
       |          Incident  Request  Change
       |             |        |       |
       |             +--------+--------+
       |                      |
       |                     CMDB
       |                      |
       +----------------------+
                              |
                     Integration Layer
                              |
        +---------------------+---------------------+
        |                     |                     |
   E-Commerce              Payment              Delivery
    System                  System                System

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24. Students కి Incident, Problem, Change, Request గుర్తుండేలా ఇలా చెప్పండి

Incident

Something is broken.

Example:

Website checkout is not working.

Problem

Why is it happening repeatedly?

Example:

Payment API repeatedly failing.

Change

We need to modify something.

Example:

Upgrade Payment API version.

Request

User needs something.

Example:

Employee needs VPN access.

Customer Case

Customer has a question, complaint, or service issue.

Example:

Customer wants refund status.

Knowledge

Known information that can help users resolve issues.

Example:

How to return an order.

CMDB

What IT components exist and how are they related?

Example:

Database → Application Server → Checkout Service.

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25. ServiceNow నేర్చుకునే Correct Order

Beginners కి నేను ఈ sequence recommend చేస్తాను:

                BUSINESS
                    ↓
              ITSM Concepts
                    ↓
              ServiceNow UI
                    ↓
               Users/Groups
                    ↓
          Incident Management
                    ↓
          Problem Management
                    ↓
           Change Management
                    ↓
          Service Request / Catalog
                    ↓
          Knowledge Management
                    ↓
                  SLA
                    ↓
                 CMDB
                    ↓
            Asset Management
                    ↓
                  CSM
                    ↓
             Flow Designer
                    ↓
                Automation
                    ↓
               REST API
                    ↓
              Integrations
                    ↓
           Reports & Dashboards

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26. Trainerగా ఒక Important Point

Students కి ఇలా చెప్పకండి:

“Incident అనేది Incident table లోని record.”

అది technically correct అయినప్పటికీ, beginners కి ITSM understanding రాదు.

ముందుగా ఇలా చెప్పండి:

“Business లో ఒక service interruption వచ్చింది. దాన్ని track, assign, prioritize, resolve మరియు close చేయడానికి మనం Incident Management process ఉపయోగిస్తాం.”

తర్వాత చెప్పండి:

“ServiceNow లో ఈ information Incident table లో store అవుతుంది.”

అదే విధంగా ప్రతి topic ని:

Business Requirement
        ↓
Business Process
        ↓
ITSM Process
        ↓
ServiceNow Application
        ↓
Table
        ↓
Fields
        ↓
Workflow
        ↓
Automation

ఈ approach లో teach చేస్తే students కి “ServiceNow ఎందుకు?” అనే question కి కూడా answer వస్తుంది.

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27. Final Student Story

చివరలో మొత్తం course ని ఒక story లాగా recap చేయండి:

                       VLR MART
                           |
                 40 Employees
                 50,000+ Customers
                           |
                           ↓
                      SERVICENOW
                           |
       +-------------------+------------------+
       |                   |                  |
      ITSM                 CSM               CMDB
       |                   |                  |
 Incident              Customer Case          CI
 Problem               Complaint              Service
 Change                Customer Support       Relationship
 Request
       |
       ↓
   AUTOMATION
       |
       ↓
    INTEGRATION
       |
       ↓
E-Commerce / Payment / Delivery / HR / Cloud

Students కి చివరగా ఒక line:

“ServiceNow అనేది కేవలం tickets create చేసే tool కాదు. Company లో work మరియు services ఎలా manage చేయాలి, ఎవరు చేయాలి, ఎప్పుడు చేయాలి, approvals ఎలా రావాలి, automation ఎలా జరగాలి, customer కి ఎలా service ఇవ్వాలి అనే మొత్తం process ని manage చేసే platform.”

Classroom Practical Exercise

Students కి ఈ 10 scenarios ఇవ్వండి. వాళ్లు Incident / Problem / Change / Request / Customer Case / Knowledge / CMDB ఏది అనేది identify చేయాలి:

1. Employee laptop is not working.
2. Customer order ఇంకా delivery కాలేదు.
3. 500 customers checkout చేయలేకపోతున్నారు.
4. Developer payment application లో change deploy చేయాలి.
5. Employee కి VPN access కావాలి.
6. అదే database issue repeated గా వస్తోంది.
7. Customer asks “How can I return my order?”
8. New employee కి laptop + email + VPN కావాలి.
9. Database checkout application కి connected ఉంది.
10. Payment Gateway unavailable ఉంది.