ITSM: IT Support & Management Scenarios

Table of Contents

Industry Specific Solutions Navigator:

Address critical post-deployment issues that could significantly impact system functionality or user experience. – Prioritize and resolve high-impact issues promptly.

PhaseDescriptionActivities
1. Go-Live & SupportManage immediate post-deployment issues and provide ongoing support.Critical Issue Resolution:
solutions navigator


A[User Reports Issue] –> B{Submit Service Request/Incident Report}
B –> C{Support Team Acknowledges}
C –> D{Support Team (Activated)}
D –> E{Search Knowledge Base & Training Materials}
E –> F{Provide Relevant Knowledge (if found)}
F –> G{User Provides Additional Information (if needed)}
G –> H{Support Team Investigates & Diagnoses Issue}
H –> I{Resolve Issue or Provide Workaround}
I –> J{Support Team (Deactivated)}
J –> K{Inform User of Resolution & Instructions}
K –> L{Update Knowledge Base (if applicable)}
L –> M{User Confirms Resolution}
M –> N{Report Additional Issue (if any)}
N –> O{Access Knowledge Base for Self-Resolution}
N –> P{Support Team Reports Security Incidents (if applicable)}
P –> Q{Compliance & Security Team (Activated)}
Q –> R{Implement & Maintain Security Measures}
R –> S{Inform User of Security Updates (if necessary)}
Q –> T{Compliance & Security Team (Deactivated)}
O, M –> U{Stable & Reliable System Operation}
O, M –> V{Efficient & Timely Issue Resolution}
O, M –> W{Improved User Experience & Productivity}
U, V, W –> X{Ongoing Activities (Activated)}
X –> Y{Monitor Performance & User Adoption}
X –> Z{Update Materials Based on New Knowledge}
X –> AA{Provide User Training & Support Programs}
X –> BB{Monitor Compliance & Security}
X –> CC{Ongoing Activities (Deactivated)}

subgraph Ongoing Activities
CC –> Y
CC –> Z
CC –> AA
CC –> BB
end

Solutions Scenario: #

This scenario creates a detailed sequence of the post-sale/implementation support value chain:

1. User Reports Issue:

  • User submits a service request or incident report.

2. Support Team Acknowledges:

  • Support team acknowledges receipt of the report.

3. Support Team (Activated):

  • Support team starts investigating the issue.

4. Knowledge Base & Training Materials:

  • Support team searches for relevant solutions in the knowledge base and training materials.

5. User Provides Additional Information (if needed):

  • If necessary, the support team requests additional information from the user.

6. Support Team Investigates & Diagnoses Issue:

  • The support team investigates and diagnoses the issue.

7. Resolve Issue or Provide Workaround:

  • The support team resolves the issue or provides a workaround.

8. Support Team (Deactivated):

  • The support team is deactivated.

9. Inform User of Resolution & Instructions:

  • The support team informs the user of the resolution and provides any necessary instructions.

10. Update Knowledge Base (if applicable):

  • The knowledge base is updated with new information if applicable.

11. User Confirms Resolution:

  • The user confirms that the issue has been resolved.

12. Report Additional Issue (if any):

  • The user reports an additional issue if one exists.

13. Access Knowledge Base for Self-Resolution:

  • The user accesses the knowledge base for self-resolution if no further issues are reported.

14. Support Team Reports Security Incidents (if applicable):

  • The support team reports security incidents to the Compliance & Security Team if applicable.

15. Compliance & Security Team (Activated):

  • The Compliance & Security Team is activated to address security incidents.

16. Implement & Maintain Security Measures:

  • The Compliance & Security Team implements and maintains security measures.

17. Inform User of Security Updates (if necessary):

  • The Compliance & Security Team informs the user of security updates if necessary.

18. Compliance & Security Team (Deactivated):

  • The Compliance & Security Team is deactivated.

19. User Benefits:

  • The user benefits from stable and reliable system operation, efficient and timely issue resolution, and improved user experience and productivity.

20. Ongoing Activities (Activated):

  • Ongoing activities are initiated to maintain the system and user experience.

21. Ongoing Activities (Subgraph):

  • Monitor performance and user adoption.
  • Update materials based on new knowledge.
  • Provide user training and support programs.
  • Monitor compliance and security.

22. Ongoing Activities (Deactivated):

  • Ongoing activities are deactivated until needed again.

This scenario documentation provides a clear visual representation of the various steps involved in the post-sale support value chain, including the interactions between different teams and the best practices to achieving continuous improvement.

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