| Service Desk Process-FL Company |
| Team Members: |
| Process Description for FLCO Service Desk |
| Step # | Process Name | | Step Type
(process step/decision) | | Who Performs? | | Transaction Type
(manual/automated) | | Brief Description and/or Brief Supporting Detail (if applicable - i.e. the name alone does not provide enough detail) |
| 1 | Start | | Initial event | | User | | Manual | | Initial event is when a user calls the help desk |
| 2 | Overflow phone | | Decision | | User | | Manual | | Determining if the initial request was done whether by phone or by coming to the Computing Services Service Desk function (CSSD) staff |
| 2a1 | No overflow phone, Receive Request information | | Process | | T1 (Guardian) | | Automated | | Guardian receives requested information for the first time from users by phone, web forms, or by email. |
| 2a2 | Enter user's data for validation | | Process | | T1 (Guardian) | | Manual | | Enter user's information in the system to apply the validation using the Staff Contact Database (SCDB). |
| 2a3 | Get user's data | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) gets user's data to conduct a validation |
| 2a4 | Format the response | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) puts formate the response back to T1 (Guardian) |
| 2a5 | Sent response | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) sent the response to T1 (Guardian) |
| 2a6 | Receive the response | | Process | | T1 (Guardian) | | Automated | | T1 (Guardian) receives the response automatically from The Staff Contact Database (SCDB) |
| 2a7 | User's data found | | Decision | | T1 (Guardian) | | Manual | | T1 (Guardian) determines if user's data is found or not |
| 2a8 | No found user's data, End | | Process | | T1 (Guardian) | | Manual | | Once user's data is not found in the database, so T1 (Guardian) end the request. |
| 2a9 | Yes found user's data, Update needed | | Decision | | T1 (Guardian) | | Manual | | T1 (Guardian) determines if user's data need to be updated. |
| 2a10 | No update needed, enter the user's data into IMS on step 2a17 | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) enters the user's data into Information Management System (IMS) |
| 2a11 | Yes update needed, Enter new data into CSDB | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) enters new data that need to be updated into the Staff Contact Database (SCDB) . |
| 2a12 | Get new data | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) recieves the new data from T1 (Guardian). |
| 2a13 | Update user's data | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) updates user's data that they get form T1 (Guardian). |
| 2a14 | Save updates | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) saves the new update of the user's data |
| 2a15 | Send response | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) sends the response to T1 (Guardian) |
| 2a16 | Receive response | | Process | | T1 (Guardian) | | Automated | | The T1 (Guardian) receives the response from The Staff Contact Database (SCDB). |
| 2a17 | Enter the user's data into IMS | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) enters the user's data into Information Management System (IMS). |
| 2a18 | Get contact data | | Process | | IMS | | Automated | | Information Management System (IMS) gets contact data from T1 (Guardian). |
| 2a19 | Create a ticket | | Process | | IMS | | Automated | | Information Management System (IMS) creates a ticket for the request. |
| 2a20 | Transfer is checked | | Process | | IMS | | Automated | | Information Management System (IMS) records the status of the request, "Transfer is checked". |
| 2a21 | Format response | | Process | | IMS | | Automated | | Information Management System (IMS) formats the response |
| 2a22 | Send ticket number | | Process | | IMS | | Automated | | Information Management System (IMS) sends the ticket to the sender whether is T1 (Guardian) or T1(CSSD). |
| 2a23 | Submitted by Guardian Staff | | Decision | | IMS | | Automated | | Information Management System (IMS) determines if user's data was submitted by Guardian. |
| 2a24 | No, Submitted by Guardian Staff get ticket number on step 2b4 | | Process | | T1(CSSD) | | Manual | | T1(CSSD) gets the ticket number from Information Management System (IMS). |
| 2a25 | Yes, Get ticket number | | Process | | T1 (Guardian) | | Automated | | T1 (Guardian) gets the ticket number from Information Management System (IMS). |
| 2a26 | Enter the number's the problem's information in KEDB | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) enters the problem's information into A known errors database (KEDB) to search for a solution. |
| 2a27 | Receive problem's information | | Process | | KEDB | | Automated | | A known errors database (KEDB) receives problem's information to search for a solution |
| 2a28 | Search about Similar Problem | | Process | | KEDB | | Automated | | A known errors database (KEDB) searches for a similar problem that may be already registered in the KEDB. |
| 2a29 | Format response | | Process | | KEDB | | Automated | | A known errors database (KEDB) puts formats the response |
| 2a30 | Display the response | | Process | | KEDB | | Automated | | A known errors database (KEDB) Displays the response |
| 2a31 | Submitted by Guardian Staff | | Decision | | KEDB | | Automated | | A known errors database (KEDB) determines if problem's information was submitted by T1 (Guardian) |
| 2a32 | No Submitted by Guardian Staff, Submitted by T1Staff | | Decision | | KEDB | | Automated | | A known errors database (KEDB) determines if problem's information was submitted by T1 staff |
| 2a33 | No Submitted by T1 Staff, receive response on step 7 | | Process | | T2 | | Automated | | T2(CSSD) gets the response from a known errors database (KEDB) about the solution |
| 2a34 | Yes submitted by T1 Staff, Get response on step 2b7 | | Process | | T1(CSSD) | | Automated | | T1 (CSSD)gets the response from a known errors database (KEDB) about the solution |
| 2a35 | Yes Submitted by Guardian Staff, Get the response | | Process | | T1 (Guardian) | | Automated | | T1 (Guardian) gets the response from a known errors database (KEDB) about the solution |
| 2a32 | Check if the problem found | | Decision | | T1 (Guardian) | | Manual | | T1 (Guardian) determines if a known errors database (KEDB) sent the solution or not |
| 2a33 | No problem found, Try to solve problem | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) can not find the problem in the database, so he tries to find another solution. |
| 2a34 | Solution Found? | | Decision | | T1 (Guardian) | | Manual | | T1 (Guardian) determines if he found a solution or not. |
| 2a35 | No solution found, Send Problem to T1 CSSD on step 2b1 | | Process | | T1(CSSD) | | Manual | | T1(CSSD) receives the request from the user or the Information Management System (IMS). |
| 2a36 | Yes solution found, Information user the Solution on step 2a38 | | Process | | user | | Manual | | The user gets a solution for his problem from T1(Guardian) |
| 2a37 | Yes problem found, information user the solution | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) found a solution, so he will contact with the user to tell him the solution |
| 2a38 | Get Solution | | Process | | user | | Manual | | The user gets the solution for his problem |
| 2a39 | Check if the problem fixed | | Process | | user | | Manual | | The user checkes if the solution works and fix the problem |
| 2a40 | Send response | | Process | | user | | Manual | | The user sent the response to a sender who send solution |
| 2a41 | Send to Guardian staff | | Decision | | user | | Manual | | The user determines if T1 (Guardian) is sender or not |
| 2a42 | No Guardian staff send, T1 CSSD staff send | | Decision | | user | | Manual | | The user determines if T1 (CSSD) is sender or not |
| 2a43 | No T1 staff send, receive response on step 8b3 | | Process | | T2 | | Manual | | T2 receives the response from the user. |
| 2a44 | Yes T1 staff send, receive response on step 2b14 | | Process | | T1(CSSD) | | Manual | | T1(CSSD) receives the response from the user. |
| 2a46 | Yes Guardian staff send, receive response | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) receives the user's response. |
| 2a47 | Problem is fixed | | Decision | | T1 (Guardian) | | Manual | | T1 (Guardian) determines if the problem is fixed |
| 2a48 | No problem is fixed, try to solve problem on step 2a33 | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) tries to solve the problem . |
| 2a49 | Yes the problem is fixed, Enter close ticket request | | Process | | T1 (Guardian) | | Manual | | T1 (Guardian) enters a close ticket request after the solution worked |
| 2a50 | Receive data | | Process | | IMS | | Automated | | Information Management System (IMS) receives data after closing the ticket |
| 2a51 | Save ticket details | | process | | IMS | | Automated | | Information Management System (IMS) saves the ticket details |
| 2a52 | Close ticket | | Process | | IMS | | Automated | | Information Management System (IMS) closes the ticket |
| 2a53 | End |
| 2b1 | Yes Overflow phone, Receive request | | Process | | T1(CSSD) | | Manual | | T1(CSSD) receives the request form a user |
| 2b2 | Enter data to IMS | | Process | | T1(CSSD) | | Manual | | T1(CSSD) enters data to send it to Information Management System (IMS) |
| 2b3 | Go to 2a3 | | Process | | SCDB | | Automated | | The Staff Contact Database (SCDB) gets user's data |
| 2b4 | Get ticket number | | Process | | T1(CSSD) | | Manual | | T1(CSSD) gets a ticket number from Information Management System (IMS) |
| 2b5 | Enter Problem Info into KEDB | | Process | | T1(CSSD) | | Manual | | T1 (CSSD) enter the problem's information into a known errors database (KEDB) to search for a solution. |
| 2b6 | Go to 2a27 | | Process | | KEDB | | Automated | | A known errors database (KEDB) receives the problem's information |
| 2b7 | Get Response | | Process | | T1(CSSD) | | Automated | | T1 (CSSD) gets the response from a known errors database (KEDB) about the solution |
| 2b8 | Check if the problem found | | Decision | | T1(CSSD) | | Manual | | T1(CSSD) determines if solution is found or not. |
| 2b9 | No problem found, Try to solve problem | | Process | | T1(CSSD) | | Manual | | T1 (CSSD) looks for a solution of this problem |
| 2b10 | Solution Found? | | Decision | | T1(CSSD) | | Manual | | T1 (CSSD) determines if the solution found or not. |
| 2b11 | No solution found, Send Problem to T2 Tech Support | | Process | | T1(CSSD) | | Manual | | T1 (CSSD) transfers the problem to T2 Tech Support |
| 2b12 | Yes solution found, Information user the Solution | | Process | | T1(CSSD) | | Manual | | T1(CSSD) found solution that he will send to the user |
| 2b13 | Go to step 2a38 | | Process | | user | | Manual | | The user gets solution for his problem |
| 2b14 | Receive response | | Process | | T1(CSSD) | | Manual | | T1(CSSD) receives the response from the user |
| 2b15 | the problem is fixed? | | Decision | | T1(CSSD) | | Manual | | T1 (CSSD) determines if the problem is fixed or not |
| 2b16 | Problem isn't Fixed, transfer to T2 | | Process | | T1(CSSD) | | Manual | | T1(CSSD) transfers the problem to T2. |
| 2b16 | Problem is Fixed, Enter Close ticket request | | Process | | T1(CSSD) | | Manual | | T1 (CSSD) enters a close ticket request after the solution worked |
| 2b17 | Go to step 2a50, Receive data | | Process | | IMS | | Automated | | IMS receives data after closing the ticket |
| 3 | Receives the problem | | Process | | T2 | | Manual | | T2 receives the problem from T1(CSSD). |
| 4 | Enter the problem data into KEDB | | Process | | T2 | | Manual | | T1 enters the problem's information into a known errors database (KEDB) to search for a solution. |
| 5 | Receive problem's information on 2a27 | | Process | | KEDB | | Automated | | A known errors database (KEDB) receives the problem's information |
| 7 | Get Response | | Process | | T2 | | Automated | | T2(CSSD) gets the response from a known errors database (KEDB) about solution |
| 8 | Check if the problem found | | Decision | | T2 | | Manual | | T2 determines if it found the solution or not. |
| 8a1 | No problem found, Try to solve problem | | Process | | T2 | | Manual | | T2 look for a solution for the problem |
| 8a2 | Solution Found? | | Decision | | T5 | | Manual | | T2 determines if the solution is found or not. |
| 8a3 | No solution found, Send Problem to T3 Tech Support | | Process | | T2 | | Manual | | T2 transfers the problem to T2 Tech Support |
| 8a3 | Yes solution found, Information user the Solution | | Process | | T2 | | Manual | | T2 found solution that he will send to user |
| 8b1 | Yes solution found, Information user the Solution | | Process | | T2 | | Manual | | T2 found solution that he will send to user |
| 8b2 | Go to step 2a38 | | Process | | user | | Manual | | The user gets a solution for his problem |
| 8b3 | Receive response | | Process | | T2 | | Manual | | T2 receives response from user |
| 8b4 | the problem is fixed? | | Decision | | T2 | | Manual | | T2 determines if the problem is fixed |
| 8b5 | Problem isn't Fixed, transfer to T3 | | Process | | T2 | | Manual | | T2 transfers the problem to T3. |
| 8b6 | Problem is Fixed, Enter Close ticket request | | Process | | T2 | | Manual | | T2 enters a close ticket request after found solution and fixed. |
| 8b7 | Go to step 2a50, Receive data | | Process | | IMS | | Automated | | Information Management System (IMS) receives data after closing the ticket |
| 9 | Receive the problem | | Process | | T3 | | Manual | | T3 receives the problem from T2 |
kevogich
processdescription-r3.xls
