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PROCESS
MANAGEMENT:
TECHNOLOGY
CUSTOMER SERVICE
Amaha Tesfaye
BUSINESS PROCESS
IT Help Desk
Primary input: calls, emails, web
Process Step
Actor
1. Report incident
Users
Tier 1 Support
Help Desk
Tier 2 Support
Department
Technician
INFORMATION RESOURCES
ADMINISTRATION
TIER 1-3 LEVEL SUPPORT
Vice President &
Chief Information
Officer
R. David Crain
Architecture &
Infrastructure
Services
Enterprise
Applications Services
Tier 3 Support
Tier 3 Support
Networking &
Telecommunications
Services
Technology
Customer Service
Desktop Services
Computer Services
Help Desk
Telecommunication
Support
Manager
Manager
Manager
Assistant Manager
Manager
Assistant Manager
Tier 2 Support
Computer Lab
Assistants
Tier 1 Support
Helpdesk Assistants:
Tier 1 Support
Tier 2 Support
Tier 3 Support
Students
Faculty
Staff
HEAT helps to track and log support incidents, and service requests.
JIRA is free for use by official non-profit organizations, charities, and open-source
projects
METRICS
End user knowledge of available resources.
Analysts can study factors that cause variances in work order processing times.
IMPLEMENTATION OF A NEW
INFORMATION SYSTEM
Current information systems only track incident reports. They lack the ability to
manipulate large quantity of stored data.
A new Customer Relationship Management (CRM) information system can be
implemented to;