ITC Infotech India Limited FRS_MOM V1.

Workshop – Ticket Priority Classification – NCA:

Dated: 02nd March, 2023

Meeting Invited By Shaik Mustafa Meeting Venue Teams

Customer Name Accor NCA Vendor Name ITC Infotech

Workshop – Ticket Priority
Agenda Date 02-03-2023
Classification
Minuted By Arnab Datta

ITC Infotech Accor NCA

Shaik Mustafa Batlle-Ventura, Sara
Pradeep Narasimha Khalil, Ahmed
Arnab Datta Johnson, Doan
Nitin Gopi

Sl. No. Topic Actions A/I Responsibility Target Date Status

All Tickets come as Business
(P1). L2 Team always deny it
and send it back to Helpdesk.
Tickets Priority However, Sara told us to make
ITC Infotech
all Tickets as it is Business (P1)
1 04.04.2023 WIP
* Fairmont Monte Carlo and inform the same to \all L2 I
Pradeep/Nitin
* Raffles Hotels Assignment Groups.

Leads should inform the same

to all the Agents.

L1 Role to follow-up with L2

Team about the progress of the
ITC Infotech
Ticket assigned to L2 Team.
2 Tickets Follow-up A 04.04.2023 WIP
Pradeep/Nitin
Leads should inform the same
to all the Agents.

There should be strong

collaboration between L1 & L2
ITC Infotech
Collaboration between Team as well as L3 Team.
3 A 04.04.2023 WIP
Teams
Pradeep/Nitin
Leads should inform the same
to all the Agents.

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ITC Infotech India Limited FRS_MOM V1.0

Nitin Gopi would take the

ownership of educating each ITC Infotech
Tickets Priority
4 Agents by training them and A 04.04.2023 Open
Documents
creating some Templates on Nitin Gopi
Tickets Priority.

In Service Now, whenever the

end User is updating any
6 Service Now Tickets, Helpdesk DL all Agents A Accor 04.04.2023 Open
should get an E-Mail
Notification.

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