Business process management

a) Read through the case to determine the required roles and steps in the

process

b) Create the process in a tabular form

c. Create process map illustrating the process.

Mini-Case Scenario:

A user calls the help desk with a problem or request. Level 1 support staff (L1)

answer the phone. The L1 documents the problem in Excel and saves it. The L1

checks to see if a known solution is documented. If yes, L1 finds the solution,

tests it, gives it or applies it to the user request. If the test was a success, L1

gives the solution to the user, user tests it, and gives the outcome to the L1. If the

fix works, L1 updates status in Excel, saves the file, ends the phone call, and

process ends.

If the problem is not known or the L1 and/or user tests do not work, the phone

call ends and the L1 tries to resolve (i.e., fix) the problem. The fix is tested. If it

works, it is given to the customer. Customer tests and gives the outcome to L1.

If the fix works, L1 updates status in Excel, saves the file, ends the phone call,

and process ends.

If not fixed, L1 sends problem via email to L2 for resolution and the L1 process

ends.