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Support - Coggle Diagram
Support
Frustrations
Team communication
Group chats
Not using MS Teams Channel
"I don't know"
Daily stand-ups
Onboarding resources
Outdated materials
OneNote is disorganized
Understanding incoming issues
INC
RITM
SCTASK
CHG
Holding engineers/developers accountable
Onboarding
Revamp Team Notebook
Rename to: Support Playbook
Clean up formatting
Reduce Cognitive load with visuals
Consolidate Critical
Applications to one page
Add app descriptions
Add main points of contact
Add business impact
Add support ticket type descriptions/action required
Organize maintenance
emails section
When to write an email
Standard template
Examples
Training Plan
Day 1: Access to apps/Resources
Day 2: Process and Application overview
Day 3: Incident Types
Day 4: Managing Non-Major Issues
Day 5: Managing Major Issues
Grant Access
OpsGenie
JMFE IT Finance Team
ServiceNow Dashboard
Communication
All correspondence in Support channel
Say, "Try talking to..." instead
of "I don't know" or "That's not my area."
Meeting in the support channel
MS Teams Structure
CreateJMFE IT Finance Channel
Support Channel
Link Team Notebook
Link support dashboard
Quick contacts list