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Service Intake , - Coggle Diagram
Service Intake
During Intake
Support Scope Requirements
Business Impact Understanding
Propose for a best practice BIA presentation
Training
Dedicated training for GSC scope
Access
IM / SR / CR Handling Process
Service Levels
Reporting / Dashboards
Knowledge Base
KB content requirements
Channel Modality (Seld-Service etc.,)
self service content
communication to end users
Testing / UAT
Work load assessment (Forecast etc.,)
Run Books / Ops Manual
Escalation Management (Functional / Hierarchical)
Voice Routing changes
ServiceNow Configs
SERVICE NOW CONFIG CHECKLIST
Intake Process
Intake Tracker Inputs
Acknowledgment EMAIL template for New service intake request
Access to other teams to the intake form
What is missing in the intake tracker form ?
Communication Time Frame
Release Plan / Migration Schedule
Stakeholders Involved
Prepare stakeholder Matrix
Cadence and Governance
check and include weekly / monthly participants
send monthky service intake summary
After Intake
Workload analysis
End User Communication
stakeholders needed
strategy for comms
Volume Drivers
Support Group Cadence / TTO