Scenario A Consider the following process performed by an IT helpdesk at MUN that handles requests from clients. The clients are students and staff of MUN. These requests have to be handled according to their type and their priority. The two types are basically requests from students or requests from staff, and the two priority levels are normal or urgent for each type. A client calls the help desk or sends an e-mail in order to make a request. The IT helpdesk is staffed with a Junior Representative who is capable of resolving known problems and simple requests. When the Junior Representative does not know the resolution to a request, the request is forwarded to a more experienced Senior Representative. It is found that 50% of the requests can be resolved easily by the Junior Representative and the remaining 50% are sent to Senior Representative. When a Senior Representative receives a request, she evaluates it and assigns it a priority level (normal or urgent). Assume that 20% of the jobs are considered as urgent and the rest as normal. The job tracking system will later assign the request to a Tech Support Staff depending on the assigned priority level. There are two Tech Support Staff members, one handles normal requests and the other handles the urgent requests. Once the request is assigned to a Tech Support Staff member, the request is researched, and a resolution is developed and sent back to the Junior Representative. Eventually, the Junior Representative employee forwards the resolution to the client who tests the resolution. The client notifies the outcome of the test to the Junior Representative via e-mail. 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 Tech Support Staff for further action and goes through the process again. Requests are registered in a job tracking system. The job tracking 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 tech support, it is marked as forwarded to Tech Support and when the resolution is sent back to Junior Representative the request is marked as Returned to Junior Representative. Finally, when a request is resolved, it is marked as closed. Every request has a unique identifier. When a request is registered, the job tracking system sends an e-mail to the client. The e-mail includes a Request reference number that the client needs to quote when asking questions about the request.

1. A short description should be provided that includes identifying the trigger point and the termination of the process, the roles of the participants, process owners and the actors. A clear description of the process is also needed if Scenario B is selected.