GBS Query Management Process and Service-now

Transcript:GBS Query Management Process and Service-now:
GBS Query Management Process and Service-now Training Territory Finance – Introduction to Service-now Introduction New query management process for GBS. Fills the need to track, understand, analyze and manage the customer inquires. Recognizes opportunities for continuous improvement. Prior to Implementation There was no standardized service request tracking solution. Requests were submitted and tracked using various processes (personal emails, spreadsheets, etc.) End users had limited visibility to the status of their requests. Post Implementation All finance queries processed by GBS are entered on-line into Service Now. All queries can be tracked by both the GBS and the customers online. Queries are automatically created and assigned to the appropriate teams for resolution based on customer emails. Resolution times, changes and follow-up information are captured within the query and easily accessible. Service-now – Key Changes 9/13/2013 -- SPE Confidential 3 Service-now Launch Resolve customer queries quickly and accurately Improve management (ownership, tracking and reporting) of queries/incidents throughout their lifecycle Provide management and stakeholder visibility Service-now will help GBS… Service-now Process and Highlights Service-now Monthly Operational Reviews KPI Analysis Service-now provides for the tracking of queries which results in the efficient creation of monthly review reports that are shared with territories, as well as key performance indicator analysis to measure the performance of the groups. Queries and Requests How it works All customer queries and issues will be logged and managed through the GBS query management system – “Service-now”. Customers are serviced according to their Process, LOB and Country. In order to facilitate this, “Assignment Groups” have been set up in Service-now for GBS process team members There are designated email addresses that correspond to the Assignment Groups. Any emails send to these auto-creates a query and assigns the query to the right group The preferred way to submit queries is now through designated GBS email addresses that have been established by process, by country, by customer company and by LOB. These should be used by all customers, vendors and GBS personnel to communicate queries/issues. This will allow the auto logging of the queries/issues in Service-now. All other customer queries and issues received via telephone, personal email address, fax etc. need to be logged manually by GBS personnel in an “open” state in Service-now. Any follow ups addressed to the generic/designated email boxes will be tracked automatically in Service-now. Important note: Always reference the query number QRY0000000 in the subject line or the body