the business process blueprint

Business Process BlueprintThorough - Complete - Accurate

Flowchart (BPMN Standard Notation)

Process Definition Document

Final: Version 1.0

LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:PDD-Receive Record and Respond to a Request for Service-V1.docx 8/27/10 12:40 PM of 5

Process Definition Document:

Receive, Record, and Intially Respond to a (Telephonic) Request for Service CURRENT State: as of January 15, 2011

Process Overview

This is the first of a series of processes focused on identifying, acknowledging, classifying, diagnosing, recording, and resolving Customer requests for service. This particular process focues on the work involved in handling a Customer who calls our Company’s “Customer Service Hotline” to request service.

Process Goal

The goal of this process is to receive, recognize, acknowledge, and initiate diagnosis and resolution of a Customer’s request for service

Process Objectives • Recognize/identify a request

• To communicate (to the Customer) our acknowledgement of that request

• To attempt to quickly and effectively diagnose and resolve the request (“one-call resolution”)

• If unable to resolve the request within a pre-defined timeframe, then to quickly route the incoming call to a “live” Level 1 Customer Support Representative (CSR)

• If unable to route to a live CSR, quickly route the call to the “Customer Service Hotline” voicemail account

• To provide (via “screen pops”) the CSR with the calling Customer’s account, contact, and service history data, immediately before, or within seconds of physically answering the phone call

• If Customer is calling to have a problem resolved:

o Conduct a quick, initial, and accurate diagnosis of a problem

o Attempt to quickly and correctly resolve the problem

• If the Customer is calling for other reasons, to either attempt to resolve or quickly route the Customer to the appropriate resource

• To record all activities and tasks involved in servicing the request

Definition of a Request for Service • “Service” is broadly defined as either a reactive or proactive activity, or set of activites, which are designed to

help and support a Customer’s use of our company’s products and services

• Customers contact our Customer Support department for a variety of reasons including:

o To report a problem, percieved defect, interruption in service, or because they believe the product or service is not performing to expectations – with the valid expectation of quick resolution

o To seek help in using one of our products/services

o To submit a suggestion or complaint

o To resolve invoicing and billing issues

• When a Customer makes contact with us we determine if the contact is based on a new incident or a previously reported incident

• Our company strategy is to track the diagnostic and resolution details, activities, and tasks related to the Customer’s request for service

o The primary record is called a “Service Record”

Logical Data Model

Roles & Responsibilities MatrixKey Performance Indicators

Business Rules Matrix

Process Language Glossary

The Process Catalog

Supporting/Additional Documentation

www.TheProcessWriter.com

Software Requirements

SocialMedia

Learning

Software Test Plans& Scripts

RapideLearning

BlogsWeb Communities/Forums

Training VideosMobile Learning

Online HelpUser Manuals

Job AidsWork Instructions

Final: Version 1.0

LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:PDD-Receive Record and Respond to a Request for Service-V2.docx 8/27/10 12:40 PM Page 2 of 5

o Each “Service Record” includes a set of one or more “Activity Record(s)” which describe one or more activities and/or tasks performed by individual Customer Support Representatives and other performers with diagnostic/resolution responsibilities

Initiating Business Event(s) • The Receive, Record, and Initially Respond to a Request for Service process initiated when a Customer

decides, or identifies a need to contact or Company for support

• The Customer can initiate contact with us via the telephone, our Customer Support Web page, or E-mail

o NOTE: This document only covers telephonic requests See these other Process Definition Documents for details on Web-based and E-mail-based

requests: • Receive, Record, and Initially Respond to a (Web) Request for Service • Receive, Record, and Initially Respond to a (E-mail) Request for Service

Process Diagram (High Level)

Process Procedure/Sequence: 1. Customer dials the Customer Service Hotline

2. The telephone system (the “switch” or ACD) routes the call to the first available CSR

3. In parallel to the routing, the ACD sends “Caller ID” data to the CTI Server

4. The CTI Server queries our customer database system for specific customer data

5. If query is successful, CTI Server sends that data to the CSR’s computer

6. The CSR’s computer automatically opens/displays a window of customer data (the “screen pop”) on the CSR’s desktop computer on the first ring of the CSR’s telset

7. The CSR greets the Customer

8. The CSR attempts to quickly diagnose and resolve the problem/question (or record the Customer’s suggestion or comment)

9. If the CSR is unqualified or unable to diagnose and resolve, the CSR will attempt to transfer the call to another resource

10. The outcome (CSR resolves or delegates) is recorded on a Service Record

Final: Version 1.0

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Process Roles and Responsibilities

Process Performer/Role Process Responsibilities

Customer • Initiate contact with us and explain the

problem, issue, complaint, request for information

• Perform resolution activties

Customer Service Representative – Level 1 (CSR-L1) • Answer the phone • Perform initial diagnostics and

resolution tasks • Determine the applicability of

delegating diagnosis/resolution to “higher” support levels or to another entity

• Record details of diagnosis/resolution/delegation

Customer Service Representative – Level 2 (CSR-L2)

(within the context of this process)

• Receive and acknowledge delegation requests

Other Entity



Business Rules: • A Customer can be served by any combination of CSR-L1, CSR-L2, or Other Entity • Within the scope of a single call to the Customer Support Hotline, a Customer may request one or more unique

service requests • There must be at least one or more Service Request Activity records created for each distinct Service Request

record • A CSR-L1 can only work with one Customer at a time • A CSR-L1 can delegate/escalate diagnostics and resolution activities to one or more CSR-L2’s or other Entities • An individual Service Request only pertains to a single Customer • More…


Customer CSR-L1 CSR-L2 Service

Request

Service Request Activity

Other Entity

Customer 1,0 1, 0, M 1, M 1, M 1, 0, M CSR-L1 1 1, 0, M 1, 0, M 1, 0, M 1, 0, M CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M Service Request 1 1 1, 0, M 1, M N/A Service Request Activity M 1 1, 0, M 1, M 1, 0 Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M

Custo

mer

CSR

EVENT:Customer decides to

request service

Customer dials[ 1-800-123-4567 ]

CSR answers call

Customer navigates to Home page, then clicks Support tab

Process Flowchart:

Created by: Jim Reardan Updated on: Mon Jul 15 2013

Current State

Version 1

Receive, Record, and Initially Respond to a Request for Service

Source filename: Receive Record and Respond to a Request for Service-V2.graffle

Customer chooses to request via Web browser

Customer chooses to request via Phone

Customer chooses to request via E-mail

System displays Support page

Customer clicks Request Support

button

GO TOReceive, Record, and

Respond to Web-originated Request for Service

Customer sends E-mail to

[ [email protected] ]GO TO

Receive, Record, and Respond to E-mails in

[email protected] inbox

ACD/CTI Routes Call

+ FROM:Route Incoming Call: Call Routed to CSR

CSR does NOT

answer call

After five rings

Greet unidentified Customer and ask

for identification data

ACD/CTI routing captured Customer data

ACD/CTI routing DID NOT capture Customer data Customer

provides identification info

EVENT:ACD/CTI

rings CSR's telephone

What if Customer refuses to be identified?

Query Customer database

READ Record

Q

R

Customer record found

Customer record NOT found

CSR-L1 asks Customer for permission to verify key data

Customer allows key data verification

Customer DENIES key data verification Tell Customer "It's

OK, I'll still help."

Confirm key dataCustomer explains

nature of the request for service

Create new Customer Service

Record

CREATE Record

See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)

Customer explains nature of the

request for service

Create new Phantom Service

Record

CREATE Record


CSR decides to assume resolution responsibility

Decide to delegate resolution responsibility

Conducts Initial Diagnostics

+

Result of Initial Diagnostics procedure(s) determines CSR-L1's ability or authorization to attempt resolution

Attempt to resolve while Customer is

on the phone

Delegate to Level 2 CSR

(CSR-L2)

Delegate to Other Internal

Entity

Update C/P Service Record

UPDATE Record

Successfully resolves

Unable to resolve or more time is needed to resolve


10 minute threshold

END

GO TOReceive and Respond to Delegated Request for

Service


UPDATE Record

UR -1

UPDATE Record

UR -2

UPDATE Record

UR -3

UR -4

X

X X

X

X X

X X

X

X

GLOBALPROCESS

Current State

Update Records

Phone Any 9 digits, no dash or ()

Billing AddressAddr1Addr2City, ST Zip

Account Name

Data Entry Field

Any Alphanumeric

Valid Values

UR-1Account record

Resolution Category (picklist): { choose from list }

Action Result (picklist): Resolved

Action Note Any alphanumeric data

Action Type

Data Entry Field

(picklist): Initial Diagnosis

Valid Values

UR-2SR Activity record

Action Result (picklist): Delegate to CSR-L2


Action Type

Data Entry Field


Valid Values


Action Result (picklist): Delegate to [ entity name ]


Action Type

Data Entry Field


Valid Values


FILE: 1 - Enterprise Processes List.xls TAB:ALL Processes List5/13/15 8:53 AM

(L1) Major Processes (L2) Sub-Processes (L3) Sub-Processes, First Level

Generate and send invoice

Receive, Diagnose and Resolve a Customer's Billing Dispute

Issue a credit, refund, or return

Receive a Payment from a Customer

Process Debit/Credit Card Transaction

Find and Setup Content Provider Negotiate Content License

Calculate and Pay Royalties

Conduct Online Chat with Customer

Deliver IVR-based Customer Support Services

Assist Customer to Reset Password

Receive, Record, and Initially Respond to a Request for Service Receive and Respond to Escalated.Delegated Request for Service

Schedule User Training

Conduct user Trainng

Process Customer's request to "Opt-Out" of E-mails

Process Customer's request to "Opt-Out" of research support

Plan and Conduct a User Satisfaction Survey

Respond to support request

Proactively support sales rep

Notify LexisNexis (Human) Resource About Customer/Prospect Communication

Create/Update/Delete User's Personal Profile

Create/Update/Delete User's Functional and Data Access settings

Update an Account's tax status

Plan Field Route visits

Conduct Field Route visits

Receive CLE Training

Setup Company Profile

Setup Company Preferences

Setup System Administartor(s) Setup Administrator Profile and Capabilities (Functional/View/Data Access)

Setup Self-Service Tool User Preferences

Service/Support Customer

Collect Payment

Invoice Customer

Plan and Conduct Conduct User Training

Enterprise Processes List

Setup Company/Account Profile and Preferences) in Self-Service Tool

Support Sales Rep

Setup and Pay Royalties

(Customer) Administers Self-Service Tool

Administer Customer Portal Web site(Customer performs this process)

Create/Update/Delete User

Cus

tom

erC

SR


request service


CSR answers call


Process Flowchart:

Created by: Jim Reardan Updated on: Wed May 13 2015

Current State

Version 1


Source filename: 2 - BPMN-Receive Record and Respond to a Request for Service-V2.graffle






button







ACD/CTI Routes Call


CSR does NOT

answer call

After five rings






EVENT:ACD/CTI




READ Record

Q

R





Customer DENIES key data verification

X

X X

X

X

GLOBALPROCESS

Current State

Cus

tom

erC

SR

Tell Customer "It's OK, I'll still help."




Record

CREATE Record



request for service


Record

CREATE Record





+



on the phone


(CSR-L2)


Entity


UPDATE Record




10 minute threshold

END


UPDATE Record

UR -1

UPDATE Record

UR -2

UPDATE Record

UR -3

UR -4

X

X X

X

X

Receive and Respond to

Delegated Request for Service

Update Records



Account Name

Data Entry Field

Any Alphanumeric

Valid Values

UR-1Account record




Action Type

Data Entry Field


Valid Values




Action Type

Data Entry Field


Valid Values




Action Type

Data Entry Field


Valid Values


Data Tables

Cus

tom

erC

SR


request service


CSR answers call


Process Flowchart:

Created by: Jim Reardan Updated on: Wed May 13 2015

Current State

Version 1


Source filename: 2 - BPMN-Receive Record and Respond to a Request for Service-V2.graffle






button







ACD/CTI Routes Call


CSR does NOT

answer call

After five rings






EVENT:ACD/CTI




READ Record

Q

R





Customer DENIES key data verification Tell Customer "It's

OK, I'll still help."




Record

CREATE Record



request for service


Record

CREATE Record





+



on the phone


(CSR-L2)


Entity


UPDATE Record




10 minute threshold

END


UPDATE Record

UR -1

UPDATE Record

UR -2

UPDATE Record

UR -3

UR -4

X

X X

X

X X

X X

X

X

GLOBALPROCESS

Current State

Update Records



Account Name

Data Entry Field

Any Alphanumeric

Valid Values

UR-1Account record




Action Type

Data Entry Field


Valid Values




Action Type

Data Entry Field


Valid Values




Action Type

Data Entry Field


Valid Values


Receive and Respond to

Delegated Request for Service

Data Tables

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Process Definition Document:

Receive, Record, and Initially Respond to a Request for Service CURRENT State

Process Overview

This is the first of a series of processes focused on identifying, acknowledging, classifying, diagnosing, recording, and resolving Customer requests for service. This particular process focuses on the work involved in handling a Customer who calls our Company’s “Customer Service Hotline” to request service.

Process Goal

The goal of this process is to receive, recognize, acknowledge, and initiate diagnosis and resolution of a Customer’s request for service

Process Objectives • Recognize/identify a request

• To communicate (to the Customer) our acknowledgement of that request

• To attempt to quickly and effectively diagnose and resolve the request (“one-call resolution”)

• If unable to resolve the request within a pre-defined timeframe, then to quickly route the incoming call to a “live” Level 1 Customer Support Representative (CSR)

• If unable to route to a live CSR, quickly route the call to the “Customer Service Hotline” voicemail account

• To provide (via “screen pops”) the CSR with the calling Customer’s account, contact, and service history data, immediately before, or within seconds of physically answering the phone call

• If Customer is calling to have a problem resolved:

o Conduct a quick, initial, and accurate diagnosis of a problem

o Attempt to quickly and correctly resolve the problem

• If the Customer is calling for other reasons, to either attempt to resolve or quickly route the Customer to the appropriate resource

• To record all activities and tasks involved in servicing the request

Definition of a Request for Service • “Service” is broadly defined as either a reactive or proactive activity, or set of activities, which are designed to

help and support a Customer’s use of our company’s products and services

• Customers contact our Customer Support department for a variety of reasons including:

o To report a problem, perceived defect, interruption in service, or because they believe the product or service is not performing to expectations – with the valid expectation of quick resolution

o To seek help in using one of our products/services

o To submit a suggestion or complaint

o To resolve invoicing and billing issues

• When a Customer makes contact with us we determine if the contact is based on a new incident or a previously reported incident

of 5

• Our company strategy is to track the diagnostic and resolution details, activities, and tasks related to the Customer’s request for service

o The primary record is called a “Service Record”

o Each “Service Record” includes a set of one or more “Activity Record(s)” which describe one or more activities and/or tasks performed by individual Customer Support Representatives and other performers with diagnostic/resolution responsibilities

Initiating Business Event(s) • The Receive, Record, and Initially Respond to a Request for Service process initiated when a Customer

decides, or identifies a need to contact or Company for support

• The Customer can initiate contact with us via the telephone, our Customer Support Web page, or E-mail

o NOTE: ! This document only covers telephonic requests ! See these other Process Definition Documents for details on Web-based and E-mail-based

requests: • Receive, Record, and Initially Respond to a (Web) Request for Service • Receive, Record, and Initially Respond to a (E-mail) Request for Service

Process Diagram (High Level)

Process Procedure/Sequence: 1. Customer dials the Customer Service Hotline

2. The telephone system (the “switch” or ACD) routes the call to the first available CSR

3. In parallel to the routing, the ACD sends “Caller ID” data to the CTI Server

4. The CTI Server queries our customer database system for specific customer data

5. If query is successful, CTI Server sends that data to the CSR’s computer

6. The CSR’s computer automatically opens/displays a window of customer data (the “screen pop”) on the CSR’s desktop computer on the first ring of the CSR’s telset

7. The CSR greets the Customer

8. The CSR attempts to quickly diagnose and resolve the problem/question (or record the Customer’s suggestion or comment)

9. If the CSR is unqualified or unable to diagnose and resolve, the CSR will attempt to transfer the call to another resource

10. The outcome (CSR resolves or delegates) is recorded on a Service Record

of 5

Process Roles and Responsibilities

Process Performer/Role Process Responsibilities

Customer • Initiate contact with us and explain the

problem, issue, complaint, request for information

• Perform resolution activties

Customer Service Representative – Level 1 (CSR-L1) • Answer the phone • Perform initial diagnostics and

resolution tasks • Determine the applicability of

delegating diagnosis/resolution to “higher” support levels or to another entity

• Record details of diagnosis/resolution/delegation

Customer Service Representative – Level 2 (CSR-L2)



Other Entity



Business Rules: • A Customer can be served by any combination of CSR-L1, CSR-L2, or Other Entity • Within the scope of a single call to the Customer Support Hotline, a Customer may request one or more unique

service requests • There must be at least one or more Service Request Activity records created for each distinct Service Request

record • A CSR-L1 can only work with one Customer at a time • A CSR-L1 can delegate/escalate diagnostics and resolution activities to one or more CSR-L2’s or other Entities • An individual Service Request only pertains to a single Customer


Customer CSR-L1 CSR-L2 Service

Request


Other Entity

Customer 1,0 1, 0, M 1, M 1, M 1, 0, M CSR-L1 1 1, 0, M 1, 0, M 1, 0, M 1, 0, M CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M Service Request 1 1 1, 0, M 1, M N/A Service Request Activity M 1 1, 0, M 1, M 1, 0 Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M

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Process Measurements:

Key Performance Indicators

Process Name: Receive, Record, and Initially Respond to a Service Request

1 Abandon rate of incoming phone calls 11 Contact frequency

2 First-call resolution rate 12 Average # of incidents handled by each CSR-L1

3 Average speed to answer phone call 13 Average abandonment time

4 % of calls answered within set timeframe 14 Average queue time of incoming phone calls

5 Average number of calls per service request 15 Answered calls per hour

6 % of customers that are satisfied 16 % of misrouted calls

7 Average talk time of phone calls 17 Average number of calls to resolve issue/problem

8 Average cost per incoming phone call 18 % of CSR-L1's work time spent speaking to callers

9 Agent utilization 19 % of CSR-L2's work time spent speaking to callers

10 % of calls transferred 20 Number of Escalations

Process Controls • Control of process initiation:

o External control by Customer only • Control of process tasks execution

o ACD/CTI routes inbound call to either first available CSR-L1 or to Voicemail o Throughout the day, CSR Supervisor randomly watches CSR-L1’s at their workstations o CSR Supervisor is alerted via text message if ACD/CTI system fails or falls below response time threshold o At the beginning of each hour, CSR Supervisor looks at “dashboard” to monitor activity levels o CSR Supervisor receives text message alert when any Voicemail message remains in mailbox for longer

than three business hours • Control of process completion

o CSR Supervisor receives text message alert whenever a Service Record remains unresolved after 24 clock hours

Validation

This Business Process Specification document has been presented to, and reviewed by, the process stakeholders listed below. Signatures acknowledge (a.) the receipt of this document, (b.) the reading and analysis of this document’s content, (c.) confirmation of understanding of the document’s content, and (d.) agreement with, acceptance, and approval of all of the information in this specification:

Name Role Signature

of 5

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Document Revision History:

Version Date Author Revision Description

0.1 9/15/20## Jim Reardan First Draft

0.2 9/21/20## Jim Reardan Final, pre-validation

1.0 10/4/20## Jim Reardan Final, post-validation

Account

Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;

[LOV] = Restricted to a List of Values)

Account ID The unique, identifying number of the Account n/a N Unique number

Account Name Either the business name of the organization, or if the Account is actually an individual person, the person's name n/a N Any alphanumeric

Account Type

Used to calssify an Account as either being a Customer of our's or an internal or external business entity which may be a vendor, supplier, or supporter of one or more of our business/manufacturing processes

n/a Y [LOV]: Customer, Vendor

Primary Customer Contact The person who is our main/first/primary contact at the Account Contact N any alphanumericBilling Address FK: Address Address Y See source objectShipping Address FK: Address Address Y See source objectPhone FK: Phone Phone Y See source object

Credit Status The credit status of the Account; Intent is to flag accounts with credit issues n/a N [LOV]: Good,Limited, Hold

Service Status Indicates whether or not the Account has one or more open or unresolved Service Records n/a N [LOV]: Open, Closed

AnnualRevenue Estimated annual revenue of the Account. n/a N NumericDescription Description of the Account n/a N Any alphanumericSIC Standard Industrial Code assoiated with the Account n/a Y NumericSales Rep Primary or Lead Sales Rep (Employee) assigned to this account Employee N Any alphanumeric

Service Rep Primary or Lead Service Rep (Employee) assigned to this account Employee N Any alphanumeric

Site If the Account has multiple locations, this field is used to identify the location n/a N Any alphanumeric

Parent If the Account is a subsidiary or division of anotherorganization, the name of that organization Account N Any alphanumeric

Logical Data Model: Objects and Properties

Definition: A business entity such as a law firm, corporation, government agency, or sole proprietor. When Customer is a sole proprietor, the value in the Customer Name field may be the same value as the Contact Name field in the Customer Contact object.

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Page 1 of 1

Address


[LOV] = Restricted to a List of Values)Address ID The unique, identifying number of the Address n/a N Unique numberAddress 1 The first line of the address n/a N Any alphanumericAddress 2 The second line of the address n/a N Any alphanumericCity City n/a N Any alphanumericState/Prov State or Province n/a N Any alphanumeric, 2 digitZIP Code ZIP Cde or Postal Code n/a N Number

Definition: A street address or P.O. Box



Page 1 of 1

Contact


[LOV] = Restricted to a List of Values)Contact ID The unique, identifying number of the Contact n/a N Unique numberSalutation Formal salutation used when communicating with Contact n/a N Any alphanumericFirst Name First Name n/a N Any alphanumericMiddle Initial Middle Initial n/a N Any alphanumericLast Name Last Name n/a N Any alphanumericPhone Phone Phone Y See source objectE-mail E-mail addresses E-mail Y See source objectAddress Mailing Address Address Y See source object

Contact Type Used to designate wheter or not the Contact is an Employee of our Company or another Company/Entity n/a N Any alphanumeric

Role Role in the Company; mostly used if/when Contact is a Prospect within an Opportunity n/a N Any alphanumeric

Title Formal or official title n/a N Any alphanumeric


Definition: A person. May or may not be associated with an Account or Service Request.


Page 1 of 1

Employee


[LOV] = Restricted to a List of Values)

Employee ID The unique, identifying number of the Contact n/a N Unique numberDate of Hire Date the Employee was hired n/a N Date/TimeFirst Name First Name n/a N Any alphanumericMiddle Initial Middle Initial n/a N Any alphanumericLast Name Last Name n/a N Any alphanumericPhone Phone Phone Y See source objectE-mail E-mail addresses E-mail Y See source objectAddress Mailing Address Address Y See source objectDepartment The functional department the Employee is assigned to n/a N Any alphanumericTitle The functional title of the Employee n/a N Any alphanumeric


Definition: A person employed by our Company. May or may not be associated with a a Service Request.


Page 1 of 1

Phone


[LOV] = Restricted to a List of Values)Phone ID The unique, identifying number of the Address n/a N Unique numberArea Code The area code n/a N NumberNumber The prefix and suffix number n/a N NumberType The type of phone line n/a N [LOV]: Land Line, Mobile, Faxr

Definition: A telephone number that can be a land line, mobile line, or fax line.



Page 1 of 1

Service Request


[LOV] = Restricted to a List of Values)SR ID The unique, identifying number of the Service Request n/a N Unique numberSR Type A classification field n/a N Any alphanumericSR Sub-Type Second classification field n/a N Any alphanumericDescription A description of the Service Request n/a N Any alphanumeric

SLA The Service Level Agreement number; only used when the Account:Type field = "Customer" n/a N Number

OLA The Operating Level Agreement number; only used when the Account:Type field = "Internal Support Function" n/a N Number

Created Date/Time Date & Time the Incident record was created n/a N Date/TimeAssigned To Employee currently assigned to diagnose and resolve the SR Employee N Any alphanumeric

Estimated Effort Estimated amount of total hours of effort involved in diagnostic and resolution activities n/a N Number

Actual Effort Actual amount of total hours of effort involved in diagnostic and resolution activities n/a N Number

Resolution Description of the final resolution of the problem n/a N Any alphanumericCreated By Name of the Employee who created this SR Employee N Any alphanumericReported By Name of the Contact (at the Account) who requested service Contact N Any alphanumericStatus The status of the diagnosis and resolution n/a N [LOV]: Open, ClosedSub-Status The sub-status of the diagnosis and resolution n/a N [LOV]: Xthreshold, Recall, Unsat.

SR Priority A classification used to designate the level of priority assigned to the resolution or action performed on the Service Request n/a N Any alphanumeric


Definition: A record of a service incident resolution request, a new or additional software requirement request ("Change Request"), a request for information, or the submission of information, by an Account Contact. Sometimes referred to as a "Trouble Ticket."


Page 1 of 1



[LOV] = Restricted to a List of Values)SR Activity ID The unique, identifying number of the Service Request Activity n/a N Unique numberDescription General description of the Activity n/a N Any alphanumericPerformer Employee who performed the Activity Employee N See source objectActivity Type A classification field. Used to classify the nature of the Activity n/a N [LOV]: Diagnosis, Resolution, OtherEstimated Effort The estimated duration of time it will take to complete this Activity n/a N Numeric, hours, 00:00Actual Effort The actual duration of time it took to complete this Activity n/a N Numeric, hours, 00:00Activity Start The date and time the Activity started. n/a N Date/TimeActivity End The date and time the Activity ended. n/a N Date/Time


Definition: A record of information about distinct actions or tasks, performed by an Employee or other support resource, involving the diagnosis and resolution of a Service Request. There must be at least two SRA's recorded for each Service Request: one recording the "opening" and another recording the "closing" of a Service Request.

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Cus

tom

er

CSR-

L1

CSR-

L2

Ser

vice

Req

uest

Ser

vice

Req

uest

Act

ivity

Oth

er E

ntity

Customer 1, 0 1, 0, M 1, M 1, M 1, 0, M

CSR-L1 1, 0, M 1, 0, M 1, 0, M 1, 0, M 1, 0, M

CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M

Service Request 1 1 1, 0, M 1, M N/A

Service Request Activity M 1 1, 0, M 1, M 1, 0

Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M

Process: Receive, Record, and Initially Respond to a Service RequestBusiness Rules Matrix

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Role Assigned to: Responsibility Deliverables/Outputs

Customer n/aContact the Customer Support HotlineCommunicate request for serviceParticipate in diagnostic and resolution activities and tasks

n/a

Customer Support Rep - Level 1(CSR-L1)

Bob SmithMary JonesFred ClarkPedro Gonzales

Answer ringing telephoneAcknowledge Customer's requestDiagnose and resolve within defined time limitsDelegate/Escalate diagnostic and resolution activities/tasks to CSR-L2'sCreate and update Service Request and Service Request Activity records

Thorough, complete, and accurate Service Request recordsThorough, complete, and accurate Service Request Activity records

Customer Support Rep - Level 2(CSR-L2)

Mike DavisJulie Allen

Receive delegated/escalated requests for service/support from CSR-L1'sDiagnose and resolveCreate and update Service Request and Service Request Activity records

Thorough, complete, and accurate Service Request recordsThorough, complete, and accurate Service Request Activity records

Customer Support Supervisor Bryant Gates

Control, monitor and measure process performanceControl, monitor and measure CSR-L1 and CSR-L2 performanceAssist CSR's with diagnostic and resolution activities and tasks(Note: Each of these responsibilities are defined within each distinct managemnt process [i.e. Control Process, Monitor Process, Measure Proces]),

Effective, efficient, and consistent diagnostic and resolution of all requests for service

Process Roles and Responsibilities Matrix Process Name: Receive, Record, and Initially Respond to a Service Request

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1 Abandon rate of incoming phone calls 11 Contact frequency

2 First-call resolution rate 12 Average # of incidents handled by each CSR-L1

3 Average speed to answer phone call 13 Average abandonment time

4 % of calls answered within set timeframe 14 Average queue time of incoming phone calls

5 Average number of calls per service request 15 Answered calls per hour

6 % of customers that are satisfied 16 % of misrouted calls

7 Average talk time of phone calls 17 Average number of calls to resolve issue/problem

8 Average cost per incoming phone call 18 % of CSR-L1's work time spent speaking to callers

9 Agent utilization 19 % of CSR-L2's work time spent speaking to callers

10 % of calls transferred 20 Number of Escalations

Key Performance Indicators Process Name: Receive, Record, and Initially Respond to a Service Request

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Acknowledgement Date The date and time an Acknowledgement Notice was sent to the Service Request Customer.

Acknowledgement Notice An outbound E-mail sent to a Service Request Customer. The purpose of the Acknowledgement Notice is to inform the Customer that the Service Desk has received the Customer's Service Request and has assigned resolution of the Service Request to Support Request.

AssignedThe unique name or ID of the Support Resource assigned to, and ultimately accountable for the final, confirmed resolution of a Service Request. A Support Resource may delegate (see Delegate) other Support Resources to assist in diagnosing and/or resolving a Service Request - but accountability for the ultimate resolution of the Service Request remains with the Assigned Support Resource.

Break in Service An Incident classification type. This is a class of Incident involving a breakage, failure, or otherwise unplanned outage of a technology resource or asset. An unpalnned interruption of normal service. A breach of a service level commitment.

Customer See Service Request Customer.

Delegate(s) Delegates' activities are typically governed by the terms and conditions of Service Level Agreementsand/or Operating Level Agreements between support entities.

Delegated A field name in a Service Record. Indicates the name of a Support Resource that has been assigned tasks in support of the resolution of a Service Request.

Diagnose The task of identifying the symptoms, and possible or potential root cause(s), of a break in service - or of problem. This is a disctete task or set of tasks, separate from the tasks of testing or implementing a repair or fix of a break in service or problem.

Diagnostics The set of tasks or activities involved in the effort of diagnosis.

Escalate The act of deliberately and formally notifying a higher level of authority/responsibility about the state, status, or condition of a service incident. The receipt of the notification typically initiates ("triggers") a specific, defined task or process to be performed by the role receiving the escalation notification.

Field Service Tech/Technician A human Support Resource who performs diagnostic and resolution tasks away from the Help Desk contact center.

Help Desk The support entity (workgroup) responsible for receiving, responding to, and resolving requests for service from the Customer base. The Help Desk is staffed with dedicated Help Desk Technicians

Help Desk Tech/TechnicianA human Support Resource who performs diagnostic and resolution tasks within the Help Desk contact center. Help Desk Technicians perform all work within the Help Desk contact center,primarily working from their desks. A Help Desk Technician may delegate support activities to other Technicians, but the Help Desk Technician always remains individually accountable to the Service Request Customer for the final resolution of a Service Incident.

Incident(or Service Incident)

A classification field in a Service Request record - indicating an unplanned disruption or degradation of service. Incidents almost always have a high sense of urgent need for resolution.

Process Language Glossary


Process Language Glossary Operating Level Agreement

Similar to a Service Level Agreement, an Operating Level Agreement defines the scope, schedules, resources, and commitments of two servicing entities. Typically one "primary" entity is an entity with ultimate accountability for ensuring the resolution of a defined type/class of Service Request. The"primary" entity typically delegates Service Request resolution activities, as defined in the Operating Level Agreement(s), to the "subordinate" service entity.

Priority A classification field in a Service Request record - indicating both the urgency of the Incident (how quickly the business needs a resolution) and the level of impact it is causing.

Problem A cause of one or more incidents.

Provision Request A classification field in a Service Request record - indicating that the type of service requested is for the provisioning of computing assets (hardware and software) to a Customer. A common provisioning request is a request for a computer and software for a new employee.

Question A classification field in a Service Request record - indicating that the type of service requested is to provide an answer to a question. Many Questions are actually requests for knowledge about the use or operation of a computing asset.

Resolution Action taken to repair the root cause of an Incident or Problem, or to implement a workaround.

Resolved A classification field in a Service Request record - indicating that all work has been completed in response to an Incident or Problem, and that the Customer has acknowledged and agreed that all resaonable efforts have been performed in response to the Incident.

Service Desk See Help Desk.

Service Incident See Incident.

Service Level Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target.

Service Level Agreement

Aslo known as an SLA. An agreement between the Service Desk and a business unit entity. Most business unit entities are outside of the Information Technology (IT) department, but some IT departments may be considered Customers of the Service Desk entity. An SLA typically defines the scope of services offered, the timing of services rendered, the quality of delivery of the services, the process and procedures for delivering the services, and the thresholds for escalation (to higher authority) when service levels are breached, and other details such as the Customer's responsibilities.

Service Request A record of a request for service, submitted by a Customer.

Service Request Customer A person who may submit (or has submitted) one or more Service Requests to the Service Desk. Each Service Request Customer is uniquely identified by their Employee ID number.

Service Request Type A field name on a Service Request record. Used to classify the type of service a Customer has requested. Field name value examples: Service Break Incident, Usage Help, Question, Suggestion, Complaint, Provision Request, New Software Request


Process Language Glossary Severity A field name in a Service Request record indicating an assessment of the degree of negative impact to the Customer of the Service Request.

SLA An acronym. See Service Level Agreement.

SR An acronym. See Service Request.

SR Status A classification field in a Service Request record - indicating the status/state or phase of resolution of a Service Request.

Support Resource A uniquely identifiable person (such as a Help Desk Tech or Field Service Tech), business unit/department, outsourced entity, software system or other capital resource/asset - whose name/ID is a value in the Assigned or Delegate field of a Service Request record.

Ticket A slang word, synonymous with Service Request record.

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