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1 - USER SUPPORT<br />
This level includes all operations carried out with EPM users.<br />
The objectives of level 1 support is to optimize user efficiency on complex software.<br />
This support involves:<br />
- User trainings;<br />
- An assistance on possible use issues;<br />
- A reactivity in tickets management and processing ;<br />
The key factors are:<br />
- Capitalization and experience acquired by Smarthys on these tools;<br />
- A easy and quick access to the support;<br />
- An effective qualification of tickets;<br />
Here is an example of ticket qualification process.<br />
EPM use issue<br />
Open a support ticket<br />
Users<br />
Qualification ticket request<br />
with user<br />
Which kind of<br />
request is it?<br />
Product<br />
anomaly<br />
Is it a general<br />
anomaly ?<br />
No<br />
Is there a<br />
known<br />
solution ?<br />
Yes<br />
Request linked<br />
Yes<br />
No<br />
Explanation and resolution<br />
of the request with user<br />
Ticket requalification<br />
Investigations<br />
Apply solution<br />
Incident management<br />
procedure<br />
Is there a need<br />
for training ?<br />
Is there a<br />
solution ?<br />
Yesi<br />
Creation a support<br />
documentation<br />
Yes<br />
No<br />
Are the checks<br />
conclusive ?<br />
No<br />
Procedure of training<br />
management<br />
Problem management<br />
procedure<br />
Yes<br />
Ticket closure<br />
Smarthys<br />
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