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Service Desk Quality (Teams (Ops (Transition (Ideas (Business processes…

- - - - Direct customer contact
      - Notifying of ticket rejection
      - Notification of failed call attempt, return case
      - High Priority Incident process inconsistent
  - - - Providing their function?
      - Clarifying processes?
  - - - Clarity of operational purpose
      - Engagement by Project not happening
      - Ideas
        
        Business processes documented and available for Project
  - - - idea
        
        Use automatic reports to simplify
      - Expectations
  - - - Correct engagement
        
        Service desk
        
        Resolver
        
        SEMs
      - Products
        
        Who supports what (resolvers)
        
        what they consist of
        
        Ordering
- - - - Feed straight into ops?
      - E.g. Type usage, ITSM template usage, Summary Format
      - Quick training and explanation #
- - - - Data flow diagrams
        
        Call interactions
      - Consistent inclusion in customer sections (One Note) #
      - Precise SLA Information
      - Precise Billing Information or Queries process
  - - - Accessible to all agents for review #
    - - Police tickets sitting with Analysts instead of IM function
- - - - Customer summary moved
      - instead, have related links there, concisely
      - Rules of engagement
    - - Customers
        
        overview, including related links and custom documentation
      - Products
        
        Only non customer specific information (needs using less)
      - Tools
        
        Tools instructional use, broken down by customer
      - Processes
        
        Steps followed by ESC to perform support, linking out to Tools where needed