Global Shared Service Center Query /Issue

Transcript:Global Shared Service Center Query /Issue:
Global Shared Service Center Query /Issue Management Process and Tools Walkthrough for Stakeholders November 2013 Agenda Introduction……………………………………………………………………………………3 Guiding Principles…………………………………………………………………………..4 Process Overview……………………………………………………………………………5 Auto -creation of a Query in Service-now……………………………………….7 Self Service………………………………………………………………………………………….8 Standard Email Addresses ………………..…………………………………………13 Conclusion………………………………………………………………………………………14 Appendix…………………………………………………………………………………………15 Benefits Introduction to Query/Issue Management Provide transparency to the status of customer queries & service requests Resolve customer queries quickly and accurately Provide stakeholder visibility to demand management Improve ownership, tracking and resolution of queries throughout their lifecycle Minimize negative impact on business operations 11/13/2013 -- SPE Confidential 3 Root cause analysis approach while resolving the issue Identify areas for process improvement and training Baseline information for key performance indicators and continuous Improvement Enhanced knowledge base Standard management and stakeholders reporting Objectives Guiding Principles All customer queries, issues and service requests will be tracked and managed through a standard query management tool, “Service-now” There are generic email addresses established for customers that will auto log the queries in Service-now. These email addresses are based on the process, territory, and line of business Customers can submit their queries online through the Self Service Catalog option in Service-now All queries communicated via personal email addresses will be manually logged by the S/GBS team members in Service-now All queries and issues will be assigned a priority value of “critical,” “urgent,” or “non-urgent” based on the expected resolution time Customers will have the visibility and the ability to check the status of their queries online S/GBS will share status reports with the stakeholder in the monthly operations meeting Process Overview – How it works Service-now Demo Auto Creation of a Query in Service-now There are two ways that a query can be created automatically: Self Service Queries/issues submitted through the Self Service option of Service-now, automatically create a new query and assign it to the appropriate Assignment Group. 2. Standard Email address Emails sent to the designated SGBS mailboxes, automatically create a new query and assign it to the appropriate SGBS team member. Option 1: Self Service - Submitting a Query Customers can access Service-now from “my SPE” The Self Service option can be initiated by clicking on the “GBS/SGBS Query” link from the Home Page. Link to open a query. Self Service – Query Submission The user completes the query form. The required fields are indicated by the red line. Attachments can be added as needed. Once the query is submitted, it creates a query and routes