& Microsoft and HITS welcome you for the first conference for - PowerPoint PPT Presentation

& Microsoft and HITS welcome you for the first conference for HITS partners 2016

New Era of HITS Service & its What’s New • HITS Service Functions • HITS Service Support Management Model • Service Process Improvement

HITS Service Functions Support Delivery Quality/Auditing Education Directors of Development Support Team PMO Consulting Team Hospitality Manufacturing Financial Gov. Construction Others Service Manager Team Leader Team Leader Senior Senior Senior Supervisors Supervisors Supervisor Specialists Specialists Specialists

HITS Service Support Management Model Users Customers Knowledge Management Call Management SD Change Management Service Request Incident Management Support Level (1) Trigger Incident Management Manage pre authorized changes Trigger & manage Process & route incident to RG (standard/minor) changes Request Fulfilment Process Service Desk Incident, Change & Problem Management RG Problem Management Incident Management Change Management Trigger & manage Problem Management Diagnose & provide resolution for Trigger CM process in case Bug, Support Level (2) Process , investigate recurred incidents, the incidents & route incidents to Dev ER or legal requirements has provide RCA and work around for known Resolution Group in case of Bug, ER. or due to been identified & confirmed by errors complexity Dev Incident, Change & Problem Management Dev Incident Management Change Management Problem Management Support Level (3) Build & implement new RFCs Help RG in RCA and/or provide Provide resolution for major & urgent after being approved by work around or permanent incidents Development Change Advisory Board (CAB) solution

Service Process Improvement Improvement Area How to? • Service team expansion to satisfy customer needs Customer Demand Increased Business Domain • Implement vertical service across business domain to ensure supportive service & Diversity adaptive service Build SMEs per Business • Get accredited through HITS accreditation program Domain • Escalation paths& customer surveys Customer Satisfaction

Service Process Improvement Improvement Area How to? • Implementation Continual Service Maintain Business Demands Improvement process & Customer Suggestions • Maintaining multi support level with QA team Service Quality Assurance • Providing educational media production Self-Service Training learning videos and standard KBAs • Report writer & HITS store Simple/Rapid End User Customization Tools