Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Web Site
Process
Email India Level 1 Helpdesk
Support Number
XXXX ( 24x7) Level 2 Support
(24x7)
•Call Logging & Follow up
•Ticket Generation
•Problem Resolution
•Call Forwarding
•Email •Guiding Users
•Phone •Proactive Monitoring & Remedial
Actions
System Problems Ticket/Defect
• Functional (Call Logging System) •Run Book updates
• Technical • L1 & L2 Knowledge Mgmt
• DBA
Support
Team
Application Issues/Abends Offshore Yes
External Client calls Process: Responded?
Calls from other groups CSC Calls Offshore
Offshore
Support Team
No No
Does Onsite
Onsite Support Support Team
Event Yes
Window
Yes Process: Onsite Yes
Requires CSC Calls Onsite Responded?
Paging?
Process:
CSC Calls No
Secondary
Onsite Support
Secondary
Support Yes
Responds
Process: to CSC?
CSC follows
Escalation Escalation
No Team
Procedure
Does Process:
Yes
Event requires Create/Update
Ticket Ticket
A
Process: Update Critical
Conduct Lessons
E-mail Perform Root Cause Knowledge Base Problem Learned session
Notification Analysis Yes
to Support group
Steady State Ticketing Call tree - Escalation
A
Opera Client Mana End
tions Help geme Users
Desk nt
Tier 1
Problem Reporter
Onsite Out/Del
Manager
Offshore Out/Del
Manager
IF
Critical
problem Secondary
Support
Primary Support