SLIDE 1
New Era of HITS Service & its What’s New
- HITS Service Functions
- HITS Service Support Management Model
- Service Process Improvement
& Microsoft and HITS welcome you for the first conference for - - PowerPoint PPT Presentation
& 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 Whats New HITS Service Functions HITS Service Support Management Model Service Process Improvement HITS Service
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SLIDE 3
HITS Service Functions
Quality/Auditing Development Directors of Delivery Consulting Team Education Support Team
Service Manager Team Leader Senior Supervisors Specialists Senior Supervisors Specialists Team Leader Senior Supervisor Specialists
Hospitality Manufacturing Financial Construction Others Support PMO Gov.
SLIDE 4
HITS Service Support Management Model
Users
SD RG Dev
Support Level (1) Service Desk Support Level (2) Resolution Group Support Level (3) Development Customers
Call Management Incident Management
Trigger Incident Management Process & route incident to RG
Incident Management
Diagnose & provide resolution for the incidents & route incidents to Dev in case of Bug, ER. or due to complexity
Problem Management Incident, Change & Problem Management Change Management
Manage pre authorized changes (standard/minor) changes
Change Management
Trigger CM process in case Bug, ER or legal requirements has been identified & confirmed by Dev
Knowledge Management
Trigger & manage Problem Management Process , investigate recurred incidents, provide RCA and work around for known errors
Incident Management
Provide resolution for major & urgent incidents
Incident, Change & Problem Management Change Management
Build & implement new RFCs after being approved by Change Advisory Board (CAB)
Problem Management
Help RG in RCA and/or provide work around or permanent solution
Service Request
Trigger & manage Request Fulfilment Process
SLIDE 5
Service Process Improvement Improvement Area
- Service team expansion to satisfy customer needs
Customer Demand Increased
- Implement vertical service across business
domain to ensure supportive service & adaptive service
Business Domain Diversity
- Get accredited through HITS accreditation
program
Build SMEs per Business Domain
- Escalation paths& customer surveys
Customer Satisfaction
How to?
SLIDE 6
Service Process Improvement
- Implementation Continual Service
Improvement process
Maintain Business Demands & Customer Suggestions
- Maintaining multi support level with QA team
Service Quality Assurance
- Providing educational media production
learning videos and standard KBAs
Self-Service Training
- Report writer & HITS store
Simple/Rapid End User Customization Tools
Improvement Area How to?
SLIDE 7