Identify the issue (one only) in this process and propose a set of changes to improve this process. For each change, give a justification for the change. Draw a possible to be process model.

Case Study: To Be

The clients are employees of a company. There are about 500 employees in total. A request may be an ITrelated problem of a client or an access request (e.g., requesting rights to access a system). Requests need to be handled according to their type and their priority. There are three priority levels: critical, urgent, or normal. The current process works as follows. A client calls the help desk or sends an email in order to make a request. The help desk is staffed with 5 Level-1 support staff who, typically, are junior people with less than 12 months experience, but are capable of resolving known problems and simple requests. The hourly cost of a Level-1 staff member is RM40. When the Level-1 employee does not know the resolution to a request, the request is forwarded to a more experienced Level-2 support staff. There are 3 Level-2 staff members and their hourly cost is RM60. When a Level-2 employee receives a new request, he or she evaluates it in order to assign a priority level. The ticketing system that tracks the process will later assign the request to the same or to another Level2 staff depending on the assigned priority level and the backlog of requests. Once the request is assigned to a Level-2 staff member, the request is researched by the Level-2 employee and a resolution is developed and sent back to the Level-1 employee. Eventually, the Level-1 employee forwards the resolution to the client who tests the resolution. The client notifies the outcome of the test to the Level-1 employee via email. If the client states that the request is fixed, it is marked as complete and the process ends. If the request is not fixed, it is resent to Level-2 support for further action and goes through the process again. Requests are registered in a ticketing system. The ticketing system allows help desk employees to record the details of the request, the priority level and the name of the client who generated the request. When a request is registered, it is marked as open. When it is moved to Level-2, it is marked as forwarded to Level-2. When the resolution is sent back to Level-1, the request is marked as returned to Level-1. Finally, when a request is resolved, it is marked as closed. Every request has a unique identifier. When a request is registered, the ticketing system sends an email to the client. The email includes a so-called request reference number that the client needs to quote when asking questions about the request.