IT Help Desk - Process Triage – Process Triage

Case Study IT help desk 3 Tier Model (Swim Lane Flow Chart derived from Process Triage Map). Customer (Internal). 1,2. Triggers: Triggers: (E-mail) Contact - System generated ticket - Send Email help desk - Place Call 3 7 3 7 3. Choose Existing Assign New B Assess Issue Best Script Ticket? Yes Create Ticket Correlate Ticket Problem Ticket? Yes Child Problem Ticket C. No 3 2,3. Existing Ticket Existing Suspend Wait for Master 7. Review /. 7 7 Incident Yes Child Incident Ticket Master Ticket Closure A F. Ticket? E Draft Script Test Knowledgebase Update Knowledgebase Script 3 3 3. Assign Severity Assess Business Initiate Business Business No Severity Level Business Continuity Yes Business Yes Continuity Continuity Level 1 or 2? Impact Threat? Continuity Process Process Process No END. 3 3. help desk (Reps). Issue Closed Post Work-in- Process Ticket END Status Notification Ticket?

IT Help Desk – 3 Tier Model (Swim Lane Flow Chart derived from Process Triage Map) H e l p D e s k (R e p s) C u s t o m e r (I n t e r n a l) T e c h n i c a l E x p e r t s (T i e r 2) T o o l s M a n a g e m e n t (T i e r 3) 3 Return Ticket (To Tier 1) B 3 Re-assess Severity Level C Existing

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